Deaf Culture Paper

To better appreciate what Deaf culture is, let's go to an opposing view and take a look at what Deaf culture is not. There are those who insist there is no such thing as Deaf culture. Some people will argue that deafness is nothing more than a disability, a disability that must be fixed. Getting this disability â€Å"fixed† may involve repeated visits to an audiologist, getting fitted for hearing aids, attending numerous speech therapy sessions, or even undergoing surgery to get a cochlear implant.This is what's called the pathological approach to deafness. It focuses on what's wrong–the inability to hear–and utilizes numerous technological and therapeutic strategies to solve the problem. The success of this approach varies from individual to individual. For many hard of hearing or late-deafened people, technology may be a welcomed addition that allows them to continue functioning in the world of their choice. â€Å"Deafness is a disability that is so unique, it s very nature causes a culture to emerge from it.Participation in this culture is voluntary. † There have been numerous Deaf publications over the years, such as Silent News, DeafNation, SIGNews, Deaf Life, and more. There are also catalogs chock full of books written by Deaf authors covering a wide range of topics. Some of these books include fascinating accounts of Deaf history and folklore. We've been blessed with numerous Deaf performing artists such as Clayton Valli, Patrick Graybill, Bernard Bragg, Mary Beth Miller, Freda Norman, Gil Eastman, Peter Cook, C.J. Jones, Nathie Marbury, Evelyn Zola, The Wild Zappers, Rathskellar, and many more. In hearing culture, it is rude to stare. However, in Deaf culture, staring is necessary. If you break eye contact while a person is signing to you, you are incredibly rude. That's like plugging your ears when someone is speaking to you. In hearing culture, facial expression is very limited. If you move your face or body a lot while you are talking, you can be seen as â€Å"weird† (and nobody wants to be weird).However, in Deaf culture, facial expression and body movement is required for ASL. It's part of ASL grammar. It's OK to be â€Å"weird† in Deaf culture†¦ it's normal! And absolutely necessary. In hearing culture, you normally introduce yourself by your first name only. Deaf people, however, introduce themselves by their full names, and sometimes even what city they're from or what school they went to. By city, I mean the city you grew up in, not what city you are currently residing in. And by school I usually mean a residential school you attended.The Deaf community is very small, and Deaf people like to find those specific commonalities with each other. Men are more likely to develop hearing loss or complete deafness than women. About 20% of Americans have reported some degree of hearing loss. 2-3 children out of 1,000 are born deaf every year. 9/10 children with a degree of hearing loss are born from hearing parents. 1 out of 5 people who’d benefit from hearing aids; actually wear them. About 4,000 cases of sudden deafness occur each year. 10-15 percent of sudden deafness patients know how they lost their hearing.

Night World : Spellbinder Chapter 1

Expelled. It was one of the scariest words a high school senior could think of, and it kept ringing in Thea Harman's mind as her grandmother's car approached the school building. â€Å"This,† Grandma Harman said from the front passenger seat, â€Å"is your last chance. You do realize that, don't you?† As the driver pulled the car to the curb, she went on. â€Å"I don't know why you got thrown out of the last school, and I don't want to know. But if there's one whiff of trouble at this school, I'm going to give up and send both of you to your Aunt Ursula's. And you don't want that, now, do you?† Thea shook her head vigorously. Aunt Ursula's house was nicknamed the Convent, a gray fortress on a deserted mountaintop. Stone walls everywhere, an atmosphere of gloom-and Aunt Ursula watching every move with thin lips. Thea would rather die than go there. In the backseat next to her, Thea's cousin Blaise was shaking her head, too-but Thea knew better than to hope she was listening. Thea herself could hardly concentrate. She felt dizzy and very untogether, as if half of her were still back in New Hampshire, in the last principal's office. She kept seeing the look on his face that meant she and Blaise were about to be expelled-again. But this time had been the worst. She'd never forget the way the police car outside kept flashing red and blue through the windows, or the way the smoke kept rising from the charred remains of the music wing, or the way Randy Marik cried as the police led him off to jail. Or the way Blaise kept smiling. Triumphantly, as if it had all been a game. Thea glanced sideways at her cousin. Blaise looked beautiful and deadly, which wasn't her fault. She always looked that way; it was part of having smoldering gray eyes and hair like stopped smoke. She was as different from Thea's soft blondness as night from day and it was her beauty which kept getting them in trouble, but Thea couldn't help loving her. After all, they'd been raised as sisters. And the sister bond was the strongest bond there was†¦ to a witch. But we can't get expelled again. We can't. And I know you're thinking right now that you can do it all over again and good old Thea will stick with you-but this time you ‘re wrong. This time I've got to stop you. â€Å"That's all,† Gran said abruptly, finishing with her instructions. â€Å"Keep your noses clean until the end of October or you'll be sorry. Now, get out.† She whacked the headrest of the driver's seat with her stick. â€Å"Home, Tobias.† The driver, a college-age boy with curly hair who had the dazed and beaten expression all Grandma's apprentices got after a few days, muttered, â€Å"Yes, High Lady,† and reached for the gearshift. Thea grabbed for the door handle and slid out of the car fast. Blaise was right behind her. The ancient Lincoln Continental sped off. Thea was left standing with Blaise under the warm Nevada sun, in front of the two-story adobe building complex. Lake Mead High School. Thea blinked once or twice, trying to kick-start her brain. Then she turned to her cousin. â€Å"Tell me,† she said grimly, â€Å"that you're not going to do the same thing here.† Blaise laughed. â€Å"I never do the same thing twice.† â€Å"You know what I mean.† Blaise pursed her lips and reached down to adjust the top of her boot. â€Å"I think Gran overdid it a little with the lecture, don't you? I think there's something she's not telling us about. I mean, what was that bit about the end of the month?† She straightened, tossed back her mane of dark hair and smiled sweetly. â€Å"And shouldn't we be going to the office to get our schedules?† â€Å"Are you going to answer my question?† â€Å"Did you ask a question?† Thea shut her eyes. â€Å"Blaise, we are running out of relatives. If it happens again-well, do you want to go to the Convent?† For the first time, Blaise's expression darkened. Then she shrugged, sending liquid ripples down her loose ruby-colored shirt. â€Å"Better hurry. We don't want to be tardy.† â€Å"You go ahead,† Thea said tiredly. She watched as her cousin walked away, hips swaying in the trademark Blaise lilt. Thea took another breath, examining the buildings with their arched doorways and pink plaster walls. She knew the drill. Another year of living with them, of walking quietly through halls knowing that she was different from everybody around her, even while she was carefully, expertly pretending to be the same. It wasn't hard. Humans weren't very smart. But it took a certain amount of concentration. She had just started toward the office herself when she heard raised voices. A little knot of students had gathered at the edge of the parking lot. â€Å"Stay away from it.† â€Å"Kill it!† Thea joined the periphery of the group, being inconspicuous. But then she saw what was on the ground beyond the curb and she took three startled steps until she was looking right down at it. Oh†¦ how beautiful. Long, strong body†¦ broad head†¦ and a string of rapidly vibrating horny rings on the tail. They were making a noise like steam escaping, or melon seeds being shaken. The snake was olive green, with wide diamonds down its back. The scales on the face looked shiny, almost wet. And its black tongue flickered so fast†¦. A rock whizzed past her and hit the ground beside the snake. Dust puffed. Thea glanced up. A kid in cutoffs was backing away, looking scared and triumphant. â€Å"Don't do that,† somebody said. â€Å"Get a stick,† somebody else said. â€Å"Keep away from it.† â€Å"Kill it.† Another rock flew. The faces around Thea weren't vicious. Some were curious, some were alarmed, some were filled with a sort of fascinated disgust. But it was all going to end up the same for the snake. A boy with red hair came running up with a forked branch. People were reaching for rocks. I can't let them, Thea thought. Rattlers were actually pretty fragile-their backbones were vulnerable. These kids might kill the snake without even meaning to. Not to mention that a couple of the kids might get bitten in the process. But she didn't have anything†¦ no jasper against venom, no St. John root to soothe the mind. It didn't matter. She had to do something. The redheaded boy was circling with the stick like a fighter looking for an opening. The kids around him were alternately warning him and cheering him on. The snake was swelling its body, tongue-tips flickering up and down faster than Thea's eye could follow. It was mad. Dropping her backpack, she slipped in front of the red-haired boy. She could see his shock and she heard several people yell, but she tried to block it all out. She needed to focus. I hope I can do this†¦. She knelt a foot away from the rattler. The snake fell into a striking coil. Front body raised in an S-shaped spiral, head and neck held like a poised javelin. Nothing looked so ready to lunge as a snake in this position. Easy†¦ easy, Thea thought, staring into the narrow catlike pupils of the yellow eyes. She slowly lifted her hands, palms facing the snake. Worried noises from the crowd behind her. The snake was inhaling and exhaling with a violent hiss. Thea breathed carefully, trying to radiate peace. Now, who could help her? Of course, her own personal protector, the goddess closest to her heart. Eileithyia of ancient Crete, the mother of the animals. Eileithyia, Mistress of the Beasts, please tell this critter to calm down. Help me see into its little snaky heart so I'll know what to do. And then it happened, the wonderful transformation that even Thea didn't understand. Part of her became the snake. There was a strange blurring of Thea's boundaries-she was herself, but she was also coiled on the warm ground, angry and excitable and desperate to get back to the safety of a creosote bush. She'd had eleven babies some time ago and had never quite recovered from the experience. Now she was surrounded by large, hot, fast-moving creatures. Big-living-things†¦ way too close. Not responding to my threat noises. Better bite them. The snake had only two rules for dealing with animals that weren't food. 1) Shake your tail until they go away without stepping on you. 2) If they don't go away, strike. Thea the person kept her hands steady and tried to pound a new thought into the small reptile brain. Smell me. Taste me. I don't smell like a human. I'm a daughter of Hellewise. The snake's tongue brushed her palm. Its tips were so thin and delicate that Thea could hardly feel them flicker against her skin. But she could feel the snake drop down from maximum alert. It was relaxing, ready to retreat. In another minute it would listen when she told it to slither away. Behind her, she heard a new disturbance in the crowd. ‘There's Eric!† â€Å"Hey, Eric-rattlesnake!† Block it out, Thea thought. A new voice, distant but coming closer. â€Å"Leave it alone, guys. It's probably just a bull snake.† There was a swell of excited denial. Thea could feel her connection slipping. Stay focused†¦. But nobody could have stayed focused during what happened next. She heard a quick footstep. A shadow fell from the east. Then she heard a gasp. â€Å"Mojave rattler!† And then something hit her, sending her flying sideways. It happened so fast that she didn't have time to twist. She landed painfully on her arm. She lost control of the snake. All she could see as she looked east was a scaly olive-green head driving forward so fast it was a blur. Its jaws were wide open-amazingly wide-and its fangs sank into the blue-jeaned leg of the boy who had knocked Thea out of the way.

The Fashion of Warriors

Memoirs off Secret Empire . Samurai I PBS Search Support for PBS. Org provided by: What's this? Sam aura warriors me urged as an elite force in Japan's prop inches during the early 1 20th century . Recruited by local chieftains, these fighting forces were m maintained long enough to wage a specific war, after which the soldiers would return to their lands to till the soil. With Japan's me proper live ins in the ancient capital of Ky tot and unable to m maintain control of the prop inches, the Sam aura clans established them sell sees as v table political entities.By the late 1 2 the century , Sam aura lords ruled both the prop inches and central Japan. They m maintained their influence until the m id-1 87 g's when the Sam aura class was outlawed and their privy ledge status was dissolve deed. Samurai warriors were at the top of the social order CASTE POSITION The Sam aura class, â€Å"shim in,† form deed Japan's top elite, and were the only caste granted the privy liege of wea ring two swords and have ins two name sees?a fame ill and a first name e.The shoguns and Adam y o lords were m me beers of the shim in caste. THEN & NOW Modern Japan still m maintains a culture based on the incepts of 1/3 The rigorous training of a Sam aura warrior began in childhood. Sam aura school was a unique com abomination of pay sisal training, Chinese studies, poetry and spiritual discipline. The y nouns warriors studied Keno (â€Å"the Way of the Sword†), the m oral code of the Sam aura, and Zen www. PBS. Org/empires/Japan/entered_8. HTML Buddhism .Sam aura were expected to live e according to Bushier (â€Å"The Way of the Warrior†), a strict ethical code influenced by Confucianism that stressed LOL alt to one's m aster, respect for one's superior, ethical behave ROR in all aspects of life and mom plate self-discipline. Girls also receive deed m arterial arts training. Although m cost Sam aura whom en did not fight on the battlefield, they were prepared to def end their homo sees against NV adders. The Sam aura attached great IM portable to the circus stances of their own death.If a Sam aura died of his own accord, it was considered a v Lillian end. Rather than suffer defeat or hum location at the hands of an enema y , Sam aura warriors often chose ritual suicide (speedup). After Outgas lye ass united Japan, Sam aura m litany serve ices were rarely needed. Though they continued to train daily , Sam aura gradually transform deed from warriors to bureaucrats. As townspeople acquired new wealth, the Sam aura, barred from engaging in com m race, found them sell sees in dire circus stances. For m any Sam aura, peace led to despair. Nor and sham e, funded mental to the Sam aura code. Sam aura warriors took great care sty ling their hair, which they pulled back into a topknot called a â€Å"chomp age. † For battle, Sam aura warriors shave deed the tops of their heads, which reduced the heat under their heave y helm test, and ore their hai r straight on the sides. When not wearing helm test, they pulled the side and back hair into a topknot. A Sam Uri's clothing sty el was v ere IM portent and indicative e of status. Outlandish, colorful patterns were considered IM m oddest and conceited.Though Sam aura children dressed flam boy antsy , they became e m ore subdued in appearance after their com ins-of-age Ceres non . The Sam Uri's eve ere day wear was a Kim non, usually consisting of an outer and inner lay ere. Norm ally m add of silk, the quality of the Kim non depended on the Sam Uri's income e and status. Beneath the Kim non, the warrior wore a loincloth. The Sam Uri's swords were norm ally thrust through an â€Å"Obi,† a belt wrapped around the waist, and were always s worn on the left side.

Operations Management Principles-Phase 1 DB Essay

Operations Management Principles-Phase 1 DB - Essay Example This makes today’s customer more sophisticated in terms of tastes and preferences. Customers have come to demand the value of their money in relation to quality and other critical features of products or services. Recent research shows a massive growth in numbers of people complaining about poor services or faulty goods as well as being more assertive and willing to take action against companies (CIM, 2003). Customer complains may range from faulty goods or inadequate services. Thus there is the need to realize we are operating in a more competitive and litigious environment where our company must respond to customer complains. Research also indicates that it is far easier and cheaper to retain current customers than it is to cultivate new ones (Wilmshurst J. & Mackay A, 1999). Moreover, research shows that dissatisfied customers tend to spread the news of their bad experiences very quickly – something that will affect not only our company image, but also risk loosing sales in the long run. There need for the company to develop a strategy that must effectively deal with customer complains for us to achieve growth and sustainability in the industry and take market leadership. For the purpose of establishing practical steps in establishing a customer complaints program, I will use steps established by Wilmshurst, J. and Mackay, A 1999 in their book The Fundamentals of Advertising, which suggest identification of customer needs and perception as first step. Our company must clearly establish what these are and how our customer care department needs to be designed to meet them (Wilmshurst J. & Mackay A, 1999). Secondly, we need to establish a mission statement that is widely accepted for the approach of customer care. Thirdly, our company must clearly set standards and specifications, such as standard for courtesy, credibility, communication, responsiveness, empathy with customer and confidentiality. Fourthly, we

The population of Kenya Research Paper Example | Topics and Well Written Essays - 1250 words

The population of Kenya - Research Paper Example For instance, 75 % of Kenyans depend on agriculture for income and food and contributes approximately 26 % of the country's Gross Domestic Product. In addition, the agricultural activities contribute about 60 % of the country's foreign exchange earnings. However, only a third of the county's total land is agricultural products and is majorly found in the lake region, coastal plains, and Kenyan highlands. On the other hand, the two-thirds of the land is characterized by arid and semi-arid climate hence low, poorly distributed, and unreliable rainfall. Agriculturally, the area is used for pastoral farming. In Kenya, livestock contributes approximately 26 percent of the total agricultural production. Population Change Kenya has experienced a drastic population change in the past 20 years. In 1995, the crude birth rate of the country was approximated to be 36 births per 1000 people per year and grew to 40 births per year in 2005. The natural increase is the difference between the populat ion’s crude birth rate and the crude death rate. In Kenya, the natural increase in 1995 is approximated to be approximately 20 % while in 2005; the natural increase was estimated to be 29 %. Kenya had a net migration rate of -1 per 1000 people in 1995 while in 2005; the net migration has been at 0. On the other hand, the net number of migrants in Kenya in 1995 was -24000 people and 11000 people in 2005. The country’s total fertility rate in 1995 was 4.8 births per woman and 5.0 births per woman in 2005.

The effect of economic crisis to the marketing strategy of Volkswagen Literature review

The effect of economic crisis to the marketing strategy of Volkswagen in Asian market - The Case of Vietnam - Literature review Example All relevant literature dealing with the impact of global financial crisis on the automotive industry in general and a special note on its impact on the automotive industry in Vietnam’s automotive sector have been included in this chapter. Moreover since the research study takes a case study approach of studying the impact of economic downturn on Vietnam, the economic and business scenario in Vietnam and its automotive industry and the impact of the economic downturn would also be discussed here. It is important to know the business environment in Vietnam because for companies like Volkswagen which is willing to enter into the automotive industry of the country, it is necessary for them to assess all the environmental impacts that its business might have to face while establishing their business in Vietnam and make it sustainable for the future. In addition to this the oil consumption behaviour in Vietnam would also be studied which is directly related with the economic develo pment of Vietnam and its automotive industry. The oil consumption behaviour and its associated trend can help us to gain insight about how the Vietnam’s economy had been performing during period of global economic meltdown and would also enable us to answer to the research question as to whether the economic downturn had an adverse effect on the economic conditions of the country or not. The changing behaviour of the consumers in the automotive industry and the existing competition in the market would also be discussed because it would help to gain insight on the changing marketing strategies followed by the organisations. The initial requirement in the formulation of any business strategy or marketing strategy of a company is to assess the consumer behaviour in the particular region where the organisation is trying to market its products. Most of the business organisations today are market oriented. Hence their first priority is to develop products in accordance with the spe cific needs and requirements of the customers so that it can best satisfy their expectation levels from having the product. Hence reviewing the literature for the changing consumer behaviour related to the automotive industry worldwide and in Vietnam would serve as a precursor for assessing the needs and requirements of the automobiles consumers in Vietnam which could be further utilised to formulate an optimum marketing strategy by any companies like Volkswagen. Some theories related to formulating marketing strategies in case of financial crisis situation have also been discussed which is directly related to the objective of this research study. The existing literature in alignment with the recent trend in marketing strategies followed by the business organisations would be reviewed and analysed. This would help us to gain understanding about the set of marketing

Business communication Essay Example | Topics and Well Written Essays - 1000 words - 1

Business communication - Essay Example I did research on print media, television, outdoor billboards, conferences and web page advertisements. I found out that television has the advantage of high concentration information and attracts high attention from viewers hence being one of the best media for reaching many people. I also realized that Product launch conferences were also appealing to high-end customers who want to get firsthand information about the product directly from manufacturers at the first instance of the products availability. Magazine as an avenue for print media was also appealing to the audience especially those that that have specific tastes in certain customized magazines. Placing adverts in such magazines enhances its appeal to people. This whole exercise took me about one week to gather and present in a coherent manner. Initially, I thought the area I was assigned to research on was quite wide for one person. I had this opinion especially having in mind the whole field of advertisement and the different considerations one has to make before placing a given product to a given medium. This, however, changed after I had realized I was not to cover social media and outdoor advertisement. I also realized that other members were also assigned areas that were even wider than what I was allocated and that required much to research on. In fact, the task took me less effort and time than I anticipated because with the help of other group members. I learned that teamwork is better and that a task may appear difficult only before being started. Also, I got to learn more about the different types of media advertisements, their applicability, and advantages. By the end of the group task, I was knowledgeable in presentation tactics as a skill that I will be able to apply in official work when employed. Given another chance, I would still prefer to work with these group members. I realized the group had a challenge of lacking the needed concentration at the initial stages. This

Noahs Ark Education Plan Essay Example | Topics and Well Written Essays - 3000 words

Noahs Ark Education Plan - Essay Example Noah’s Ark is one of the most-loved bible stories of children. The story is rich in concepts and values. Children get to learn about different animals, family members, transportation, weather, and obedience. It is laden with actions, colors and sounds that children can re-enact and enjoy. In doing activities related to the story, children retain the concepts and skills learned better. The activities planned for this curriculum are balanced with quiet listening and perceiving and active participation. Activities are both educational and enjoyable – a perfect mix for a developmentally-appropriate curriculum for very young children. †¢ Watching the video of Noah’s Ark. This wonderful book introduces the children to a variety of creative dramatics ideas on the story of Noah’s Ark. The characters in the story are likewise little children who improvise on props (ex. Use a big box for the â€Å"ark†; sprinkling cut-out papers to symbolize the rain; using stuffed animals for the role of animals in the ark)

Critical issues in psychology Essay Example | Topics and Well Written Essays - 1500 words

Critical issues in psychology - Essay Example Given the complexity of gender formations and roles, it is very common to develop gender dysphoria (Crooks and Baur 2008, p.62). Those with a prolonged, extreme degree of transgenderism are known as transsexuals. Transgenderism differs from one’s sexual identity because the former is linked with the psychological coefficients of how one views or is viewed one’s gender roles (Bockting and Goldberg 2007, p.83). Varying degrees of interpretations and connotations are normally associated with how transgendered people are seen in societies. Cultural aspects too play a pivotal role in acknowledging individual and social roles for persons with gender dysphoria (Samovar et al. 2009, p.158). Before further probing into the topic some basic ideas need to be defined. Sex is defined as the biological status of a person like male or female which can be determined by visual inspection during birth. Gender refers to the social status of any person or rather social manifestation of a person’s sex, such as womanhood or manhood (Kendall 2008, p.322). Transgender can be of three types: transgender female persons – those who have female physical attributes but think of themselves as men either partially, or fully; gender crossing females – those who reassign their genders so as to live part or full-time as men; and female-to-male (FTM) transsexed – those who were born females sexually but identity themselves as men and live as men do, but have not fully achieved socially recognizable manhood. Sexual orientation means a form of romantic, emotional and sexual attractions to men, women, both or neither. A transvestite is one who cross-dresses. Nowadays the term "transvestite" and "cross-dresser" are used synonymously (Valentine 2007, p.263). The exact basis of gender dysphoria is unknown, and there are many debatable possible causes. Sadock et al. argue that gender identity disorders can be

History of Education In America Essay Example | Topics and Well Written Essays - 3000 words

History of Education In America - Essay Example This division of labor has increased to a point that many people no longer know how to find or process their own foods, and just buy what they need. Despite this there is "cultural lag" (pg. 13) that shows a maladjustment by some parts of society in their educational institutions when changes in technology, for instance, occur. The more conservative and traditional sectors "lag" at these times, unwilling or unable to keep up. There are also problems with misconceptions that arise from misinformation. This type of "lag" can cause people to accept "factual" evidence that is later found to be untrue. (pg 13). The concept that there is empty "space" between the particles of an atom is being rejected by those who study physics today. However, the original concept will remain part of current curriculums until some time in the future, as will many other revised facts. Personal and societal values enter into every culture's form of education, even though they are constantly changing also, according to Ralph Linton, anthropologist. Many communities reject alternate thinking about religions, lifestyles, politics, etc. Today's core values, in America, are considered small by contrast to previous eras due to the complexity of this society. Instead of a predominant religion presiding over a community's affairs, for instance, a quorum has to be considered in order to enact laws that reflect the moral standards - such as those against killing others. So, too, are the opinions of many factions considered by educational institutions before deciding how they will proceed. The subject of corporeal punishment in schools is one that people used to regard as the school's choice but is now considered undesirable, for... The researcher of this essay aims to present an overview of the book by John D. Pulliam and James Van Patten, History of Education in America. From the early Greek teachings to education of modern times, school has been an important facet of any civilized culture. Today’s societal demands are numerous and multicultural as the people of the world get deeper into globalization. To compete in the workplace, to succeed, and to influence the future requires an increasingly complex form of education. Relatively speaking, it has always been this way as cultures of the world have had to interact socially and economically. The better one’s education, the more likely they were to do well in business, and the more opportunities they would have. But in this electronic society of high technology, fast communications and carbon-dating systems, education is a necessity of life, not just an employment tool or a way of achieving status. The solutions of the future will depend on the edu cation of today’s students. Teachers must be able to adapt also and know what the relationships of educational institutions are to society. The â€Å"New Century† finds schools using more standardized measurements of a student’s progress, and state-run data tracking. There is a need for schools to be run more professionally and efficiently. Competing in the world market is requiring a return to bilingualism that has been common in Europe and many other countries. As more of the world becomes democratic, the schools will reflect the values of a democratic society.

Shopping online Essay Example for Free

Shopping online Essay People need to purchase items such as clothing, and now have the choice to shop online or make purchases in the traditional manner. I. Online shopping has increased and changed the way people shop. 1) There is convince having the ability to shop from home. *With the introduction of internet shopping online has become popular. Shopping online allows access to merchandise sold world wide. It is a growing part of retail. Online shopping is time saving and convenient. There is often no cost for traveling when ordering items online. People do not have to interact. *Shopping online an individual does not have face to face transactions. There is limited person to person interaction with online shopping. People do not have to deal with crowds or unwanted socializing. Ording items online can occur around the clock without the needing another persons assistance. A person can make returns and purchases with the click of a computer mouse. 3) Security of personal information and merchandise. Reliable shopping websites offers a secure way to make transactions. PayPal is a company that offers a reliable and secure way to make shopping online purchases. Using only secure sites will help secure personal information. Tracking numbers to track packages containing purchased items are often provided or can be requested. When making online purchase a confirmation can be sent to a personal email account if one has been provided. II. Traditional shopping offers things that internet shopping does not. 1) There is the ability to interact face to face with others. *When people go outside of their homes to shop they are able to socialize and make to acquaintances. With face to face shopping you can make sure that you are charged correctly. If someone is not charged correctly or mistakes have been made, a receipt is often given at the point of sell. It is easy to haggle for deals when shopping in person. Traditional shopping offers families and friends the chance to spend time together. 2) People can physically and visually check the quality of the merchandise. *With traditional shopping items to be purchased can be examined in advance of purchase. If the quality of an item is not what it should be it can be noticed quickly and easily when shopping traditionally. Some individuals prefer to look before they buy items to ensure they receive what they want. Shopping traditionally allows people the opportunity to do so. 3) It cost money to travel for shopping to make purchases. * Traveling of some sort will happen when shopping the traditional way. The expense of gas or bus tickets should be considered. Factoring in the cost of travel with the amount intended for shopping can help those on a budget. When shopping traditionally quality products are often found various areas. Travel expense will occur. III. Peoples shopping experience varies depending on how they shop via online or traditionally. 1) Some people enjoy socializing when shopping while others do not. * People shop traditionally to spend time with family and friends. These people often enjoy socializing and are not concerned with crowds. Other people enjoy shopping online because of how convenient it is. People have different needs and desires. 2) Make sure personal information is secure and purchases are correct. *When shopping making sure personal information such as someone’s social security number is secure is important. Online shoppers and traditional shoppers should receive some proof of purchase once an item is purchased. Reviewing the receipt of any purchased item will aid with corrections if needed. Keeping record and receipts will also help if an item purchased needs to be returned or is defective. 3) The quality of merchandise, who, and how items are purchased should be considered when shopping. *Shopping online or traditionally the seller’s reputation and credibility should be a consideration. Traditional shopping and online shopping offer the choice of who someone does business with. Quality and hard to find items are found easily on the internet and when shopping the traditional way. III. Conclusion 4) With the introduction of internet shopping individual can choose to make purchases online or in person. Online shopping has a large consumer market, but people also enjoy face to face transactions when shopping. The quality of merchandise, who, and how items are purchased are things considered when shopping. How someone chooses to shop depends on personal preference. The choices is yours.

Gender Schema Theory Essay Example for Free

Gender Schema Theory Essay Martin and Halverson suggested an alternative to the cognitive-developmental approach proposed by Kohlberg and called it the gender schema theory. In Kohlberg’s theory, children must reach gender consistency before they are able to begin imitating the behaviour of same sex role models. In gender schema theory the early gender identity acquired at about the age of three is the starting point to which children will then begin to look for schemas, schemas are packages of organised clutters of information about gender-appropriate behaviour and children learn these schemas by interacting with people, such as learning which toys to play with, which clothes to wear etc. and these help children to make sense of the world around them and help children to organise their experiences and process new information and also to help self-evaluate themselves, this is to help them feel good about themselves. Support for the gender schema theory was conducted by Martin et al 1995 who showed toys to children aged four to five. Children were informed, before choosing a toy to play with that it was either a girls toy or a boys toy, they were then asked whether they and other boys or girls would like to play with the toys. They found that if a toy, such as a magnet, was given the label of being a boys toy then only boys would play with it. However if boys were told that it was a girl toy then they didn’t want to play with it. Similarly girls would not play with toys labelled for boys. The label given at the start consistently affected the children’s toy preference. It is an important finding in that it highlights the labelling and the categorisation of objects that children are subjected to from a young age, and how their toys can be labelled in the same way as appropriate gender behaviour. A limitation of this research is that an observation of the children and although it has high ecological validity as it is in a real life setting, the children may have shown demand characteristics as the toys were stereotyped for their gender it is questionable if they had guessed the aim of the research and the results may have been due to the children trying to please the researcher as they may have thought they would get punished for choosing the wrong gendered toy to play with and how much of the children’s choice was due to free-will. It was also done in a controlled environment which means that the findings cannot be generalised outside of the research setting. Bauer 1993 wanted to investigate this further and set out to study the way in which children call upon gender schemas when processing information. Pre-school-age and older children have been found to process gender consistent and gender inconsistent information differently so Bauer wanted to see if this was the case in very young children as well. Bauer devised a way to test girls and boys as young as twenty-five months of age. Children observed the experimenter carry out short sequences of stereotypically female, male or gender neutral activities, for example, changing a nappy, shaving a teddy bear or going on a treasure hunt. She tested children by ‘elicited imitation’ both immediately after and 24 hours later to see if they would copy what they had seen. Bauer found that girls showed equivalent quality of recall for all three types of sequence, boys on the other hand showed superior recall of male stereotyped activities, meaning they would not imitate any female behaviour and their recall for gender neutral activities was the same as for male stereotyped activities. These results indicate that boys more than girls tend to make use of gender schemas by the age of twenty-five months and boys appear to remember more accurately event sequences consistent with their own gender, whereas girls show no difference in recall of gender consistent and gender inconsistent information. A limitation of this research is that it could be due to boys being more likely to be penalised by their parents, especially their fathers for carrying out female stereotyped activities, so the children may have played with the male stereotyped toys even if they wanted to play with the other female stereotyped toys. The findings may also be down to that Bauer, who modelled the sequences, is female and the boys may have felt uncomfortable in copying her behaviour. Gender schema theory is parsimonious as it tries to explain gender through cognitive development and does not take into consideration biological gender differences, such as chromosomes, genes or hormones. It is also alpha-bias as it exaggerates the differences between men and women.

What led to the development of postmodernism in architecture

What led to the development of postmodernism in architecture Post modernism was devised from its previous movement, modernism and first began to emerge around the states of America in the 1960s but really took off around the early 1970s when it came to England and Europe and became a movement. It still continues to influence modern architecture today. The most obvious design traits can be seen in architecture; features that best represent this style include bold, visual exteriors, designs that are functional yet contain architectural characteristics that have been seen before but combining these with exciting, colourful, fresh designs. An example of this is the Portland building; Oregon designed by Michael Graves. (See Fig.1) This block of government offices built in 1980 has a very decorative exterior and has become an icon of Post modernism. Post modernism came about when modernist views were being rejected by many people and architects although there where still some whom where in favour of the current modernist ideas, yet still recognized the need for further development within this style to take place as the world fast continued to modernise around them, this saw the beginnings of Postmodernism. This quote from Michael Graves gives his view on how modernism designed everything to be machine like, which worked, although buildings should be made decorative and not so set in the modernist ways: While any architectural language, to be built, will always exist within the technical realm, it is important to keep the technical expression parallel to an equal and complementary expression of ritual and symbol. It could be argued that the Modern Movement did this, that as well as its internal language; it expressed the symbol of the machine, and therefore practiced cultural symbolism. But in this case, the machine is retroactive, for the machine itself is a utility. So this symbol is not an external allusion, but rather a second, internalized reading. A significant architecture must incorporate both internal and external expressions. The external language, which engages inventions of culture at large, is rooted in a figurative, associational and anthropomorphic attitude.1 In this quote Graves refers to the modernist movement and how they designed their buildings to be like machines, extremely clean, sleek and purely functional with no needless design features. His view is not to think that the inside of a building should be run as a machine but to think of the building as a whole and to think outside the modernists clean cut lines and un decorative architecture. Unlike the modernist architecture previous to this movement the post modernism architecture is usually quite ornamental, new but also borrowing some features from the past, such as bringing colour back into architecture which taken away for modernist era. There is quite a lot of rivalry between the two movements, modernists strongly believe in form follows function, their architecture showing functional, formalized shapes and spaces, where post modernists believe in not necessarily form over function but making their functional buildings a lot more visually dynamic and I suppose more of an experience. There is no true reality not even your own2 This is a saying from the late 90s which reflects post modernists views. They felt you need to question reality and think outside the box where as the modernists believed in questioning authority, their thinking that if people looked into why things are designed the way they are and the truth is to be discovered then tradition would be questioned. The postmodern architecture features shameless aesthetics different from anything before, they have a more organic feel and stand out. The post modern era also found the use of different materials being used with in architecture than before, whether it be the colour or the specification of the material that was to be desired. The two main materials used in postmodern architecture are stone and glass. The stone is bold and comes in a very wide range of colours, which stuck to the postmodernist ideas. The glass was used a lot especially in America and large city buildings, office blocks and skyscrapers such as Le 1000 de la Gauchetiere in Canada, its the tallest skyscraper in Montreal. (See fig.2) This was built a bit later on, in 1992 but still shows strong postmodern values. For example the distinctive triangular copper roof and four copper capped entrances at each of the tower base corners. The structural core is constructed from concrete and steel and the exterior consists of glass in a metal frame. The form used in postmodern buildings is also very contemporary, the building function is still important for the designers but compared to the modernist buildings the forms, shapes and look of the buildings are almost there for the designers sake, not for any specific reason other than good aesthetics. As I said before there is almost a collision of beliefs between the two movements, though most of the dislike at the time was focused towards the post modern architecture as the modernist architectures such as Le Corbusier, Ludwig Mies van der Rohe and Walter Gropius had put the belief into the people that a building that was almost wholly based on function was the best way. So when post modern architects such as Frank Gehry, Robert Venturi and Eero Saarinen started designing buildings that where thinking outside the slick, functional, simple design box of modernism and completely aesthetical and almost quite wacky there was quite an uproar and possibly a confusion as people started t o question what was right for the future of architecture? Were the new buildings functional enough and would the new buildings stand the test of time? As the people began to accept the more complex designs of the post-modern world the buildings began to become popular and more and more architectures began to come round to the idea. In todays architecture you can clearly see the inspiration from these initial designs and that architects and designers have turned modernist ideas on their head, by carrying on the idea of aesthetically pleasing designs and almost having more fun with their design rather than just focusing on the function. So how exactly did Postmodernism come about? Well as I have just confirmed the strongest link/lead to postmodernism was obviously the modernist designs lack of decoration, but I also looked at some other factors that could have lead to the development of postmodern architecture. As is well known, the lead to postmodernism was when people started to reject the views of the modernist movement, though how did this come about? And why did people start to reject the modernist ways? The rejection of modernism first came from architects In their works. In Europe Aldo Rossi documented his views of the current art movement, while in America Raunch and Scott Brown expressed similar views on the need for development of the modernist architecture. Though the most influential change came from the work of Robert Venturi. He famously wrote the book Complexity and Contradiction in architecture in 1966 which attacked the modernism of international style, with his strong views on his dislike for modernism. In the writing he replaces Miles van der Rohes (a modernist architect) modernist phrase less is more with : less is a bore. Blatant simplification means bland architecture This quote is just a brief look to his views in the piece, he continues throughout rejecting the moral, clean cut ways of modern architecture for elements that are more a blend of features than pure. Frank Gehry seems to be a name that frequently appears when investigating post modernism architecture. His Designs were very contemporary, bold and different to what had been seen before. He denied that his work was post modernist or that it even fit into any category other than something totally new. This would not happen with a modernist architect as; although the designs are different all modernists buildings tend to have the same features, sleek and following function so much that there is not a lot of individuality between the designs. Where as post modernist architecture is all so decorative and ornamental that each design is unique. Just by looking at a few of Frank Gehrys designs you can definitely tell that they are individual although they do fit in with the post modern category his architecture has moved beyond the modernist era being based on geometric and organic forms. As Gehry says himself : Not every person has the same kinds of talents, so you discover what yours are and work with them. Dont try to be me, or try to be Frank Lloyd Wright, or try to be I M Pei. Try to be yourself. You have to understand what drives people to build buildings. 4 One of Gehrys most creative pieces that represent this is The Frederick R Weisman Art Museum at the university of Minnesota, 1993(See Fig 3). The University officials chose Frank Gehry to design the teaching museum for the campus because of his attention to needs of people that use his buildings and his unique stunning designs. The museums exterior is constructed of amazing, sticking shapes made from brushed stainless steel on one side over looking the Mississippi river creating an abstract image of a waterfall and a fish. The other side of the building is on the side of the campus and blends in with the existing sandstone and brick buildings by using terra cotta coloured bricks. Frank Gehry was also commissioned to design an expansion to the building that was meant to have been completed in 2009 though due to financial reasons it will be built by next year. This shows that post modernism continues to inspired designers today and is still popular. An example of an architect that is continuing post modernism design to todays architecture is Santiago Calatrava. Born in 1951 when the postmodern movement was just starting to come about, Calatrava grew up with the organic architecture from the era. Obviously heavily inspired by it he has continued post modernism on in his own works. He has designed many buildings, which are very well known such as the Museum of tomorrow in Rio de Janerio in Brazil and Liege Guillemins TGV station in Belgium. La Rioja, Bodegas Ysios in Spain is one of his designs, which is not so famous though still unique, and particularly show his postmodernism inspiration (See Fig 4). This building is situated amongst vineyards in Spain where la Rioja Alavesa wine is produced, the company wanted a building that would store the made wine and be a place where guests can test the wine. The design definitely meets the criteria and is very functional; there is separate part for the storing of the wine, making it and a tasting area. Although this could have been enough just in a plain rectangular building but in true post modernist style he has also added some amazing design features, the main feature is that the roof, it continues the shapes of the surrounding hills, creating a wavy organic shape. The material he has used for the roof design is aluminium panelling, which reflects the sunlight making it look even more special contrasting with the calm vineyard surrounding. I have researched the lead to post modern architecture and touched on how it has affected modern design today. Now to conclude this essay I will some up my findings of what led to post modernism in architecture. Post modernism first emerged in the 1960s and became a movement in the early 1970s, its routes stemmed from its previous movement, modernism. Modernists had a very strong belief in form follows function, their views where that a building should be purely functional and machine like which worked well but didnt leave a lot of an imagination for design features and all the buildings began to have a lot of the same features. In the 1960s some architects began to recognise this and voiced their opinions in their written works, which made people realize that designs could be a bit more exciting. The most influential architect in this realisation was Robert Venturi, in his well known writing complexity and contradiction in architecture he strongly expressed his dislike for modernist architecture, stating that less is a bore and that buildings do not have to be all about function, they can still be functional and have design features. This contributed to the lead to post modernism. One of the architects I found whos name kept appearing when looking at post modern architecture is Frank Gehry. His designs are functional but with amazing design features using organic forms and patterns to shape the buildings. As is with most post modernist architecture different organic and bold shapes are a big feature of the building making every design unique unlike the similar designs of the modernist era. Although Gehry do es not class his buildings to be post modernist or in fact fit into any category, his designs are definitely fitting with the era and he seems to share the same views as the post modernists. Buildings like Frank Gehrys continue to influence designers today such as Santiago Calatrava whos modern day designs very much resembles that of post modernist architecture. Part II Book review on: 20th Century Architecture by Jonathan Glancey The 20th Century Architecture explores the roots of modern architecture and explains how the history and the ever-changing social and political conditions helped shape and build the world we live in today. In this book, as the foreword states, by writing the book Jonathan Glancey attempts to achieve informing the reader of an introduction to architecture of the 20th Century, not to cover every aspect of the subject, as he says himself, The subject is very vast and no book can realistically cover the entire history of the twentieth century architecture. If I could it would either be too heavy to carry or else set in such a tiny type that it would be unreadable. This quote also I think captures the way the book is written, very informative yet quite light hearted. The book covers 8 of movements of 20th century architecture: Arts and Crafts, Classicism, organic, Modernism, Post-Modernism, Robotic, Cities and Futures. Each movement has a its own section which is started by a page for a brief explanation of the movement then examples of architecture significant to that time. Each piece of architecture has its own page with a full colour photo to show what it looks like and a section about the designer and the building, why it was built and how it relates to the movement and others in that time. I found the book easy to read, and was able put down at any time and pick back up from where I left off. I particularly like the no jargon take and the fact that you dont have to know an awful lot if anything on architecture or the history of the 20th century. The book is very informative if you read the whole thing or if you just flick to a specific section you are interested in. I originally did this but found that I wanted to read on further. This is as Jonathan Glancey intended as would most authors, wanting to get the attention of the reader and want to read on from their own will, as he says in the book: If this makes you want to find out more then it has done its job. If it encourages you to want to be an architect then good luck. I think he has definitely achieved his original intentions for the book. I borrowed this book from the local library but I would definitely consider buying a copy to keep as a reference book. From reading and sourcing from other architectural books, I think this fits in to the subject very well. Id says it is more aimed at students, people who are interested in architecture and starting architectures. I dont think the book would be so suitable for experienced architects and architect fanatics as it informs you of buildings and architects that this group would probably already know of, thought the may still find it informative about the movements and to find out when the movements happened and why. Over all I think this is a good book and deserves the positive comments it has picked up from press and other readers.

The Abnormal Aspect of Othello :: Othello essays

The Abnormal Aspect of Othello  Ã‚        Ã‚   Let us in this essay discuss the abnormal outlook on life found in Shakespeare’s tragedy Othello. Is a distorted view on life expressed only by the villain?    Iago is generally recognized as the one character possessing and operating by abnormal psychology. But Lily B. Campbell in Shakespeare’s Tragic Heroes tells of the time when the hero himself approached â€Å"madness†:    Othello himself cries:    thou hast set me on the rack. I swear ‘t is better to be much abus’d Than but to know a little.    And then we find him torturing himself with the thoughts of Cassio’s kisses on Desdemona’s lips, and he reiterates the property idea in his talk of being robbed. From this time on, Othello has become the slave of passion. As he cries farewell to the tranquil mind, to content, to war and his occupation, as he demands that Iago prove his love a whore, as he threatens Iago and begs for proof at the same time, he is finally led almost to the verge of madness [. . .] . (165)    Fortunately the protagonist regains his equilibrium, and when he does kill, it is for the noble reason of cleansing the world of a â€Å"strumpet.† On the other hand, the baseness of the villain Iago never alters. David Bevington in William Shakespeare: Four Tragedies describes the irrationality and self-destructiveness of the ancient’s behavior:    Emilia understands that jealousy is not a rational affliction but a self-induced disease of the mind. Jealous persons, she tells Desdemona, â€Å"are not ever jealous for the cause, / But jealous for they’re jealous. It is a monster / Begot upon itself, born on itself† (3.4.161 – 163). Iago’s own testimonial bears this out, for his jealousy is at once wholly irrational and agonizingly self-destructive. â€Å"I do suspect the lusty Moor / Hath leaped into my seat, the thought thereof / Doth , like a poisonous mineral, gnaw my innards† (2.1.296 – 298). (223)    Blanche Coles in Shakespeare’s Four Giants affirms the Bard’s commitment to abnormal psychology, and his employment of same in this play:    That Shakespeare was keenly interested in the study of the abnormal mind is commonly accepted among students. [. . .] The suggestion that Iago may have been intentionally drawn as a psychopathic personality is not new. [. . .] Even a casual scrutiny of a book on case histories of psychopathic patients will find Iago peeping out from many of its pages.

Spiritual and Moral Journeys in The Quest of the Holy Grail Essay

The Spiritual and Moral Journeys in The Quest of the Holy Grail  Ã‚  Ã‚   The Quest of the Holy Grail is an exciting tale that follows the adventures of King Arthur's knights as they scour the countryside for the legendary Holy Grail. Throughout their journeys, the knights engage in many exciting jousts and sword fights with a variety of enemies. The author of The Quest of the Holy Grail intends for the story to be more than just entertainment: the knights' search for the Holy Grail is analogous to the pursuit of morality and spiritual chivalry, showing success through asceticism, confession, chastity, and faith. Lancelot, Bors, and Perceval all strive to become more like Galahad, and the author effectively uses these characters to teach his readers lessons about spiritual chivalry and personal salvation. The author provides each of these knights with a series of monks and hermits who counsel and guide him in the ways of spiritual chivalry, for only the most pure Christian knights have any hope of finding the Grail. The adventures of Perceval are very straightforward and easy to interpret, so he provides readers with a suitable introduction to spiritual chivalry and the importance of virginity, asceticism, and complete faith in God. The author faces Bors with more complicated challenges and visions than anything Perceval must handle; since the author tells Bors' adventures after Perceval's, readers should be more prepared to interpret their meaning and significance with regard to spiritual chivalry and personal salvation. The advice Lancelot receives from his series of monks and hermits shows readers the importance of confession and penance, but the author makes it clear that readers should not emulate Lancelot's life of sin ... ...y responsible for our own salvation and "neither shall the son have any part in his father's guilt, nor the father answer for the son's transgressions" (154). The author of The Quest of the Holy Grail addresses a significant number of spiritual and moral issues throughout his engaging story. His goal is to provide a guide to proper living in the eyes of God, and he successfully achieves this goal through the adventures of several very diverse knights of the Round Table who, through their victories and follies, show us the value of spiritual chivalry; furthermore, if we have any additional questions concerning spirituality that are not addressed in The Quest of the Holy Grail, the author suggests that we may always seek out the guidance of our wise local hermits. Work Cited The Quest of the Holy Grail. Trans. P. M. Matarasso. London: Penguin Books, 1969.

Essay --

Linsay Mae Peralta Period 7 February 14,2014 Mexican Independence Have you ever thought of something you're so curious about? Something that your curiosity runs completely insane because you need the full information or a full story about what really happened or how did it happen? Well I did, when a research paper was assigned about Spanish Culture I was only Interested into one topic and that’s the History or background oh how the Mexican People receive their Independence. Like how America had it’s own story of its independence. Independence is about Freedom, the freedom to do what you want or to be who you are. Well like any other culture independence was very important to the Spanish people, I believe its a celebration way bigger than an event like Cinco De Mayo. I believe it’s one of the most important events for the Spanish people, and here’s why! In the course of the nineteenth century, the country Mexico was somewhat impacted or influence by the United States and the European country of France as they also took a rebellion for there freedom. They began to organize and planned a rebellion in contact with Spain. There were many people who took a big impact in this rebellion. One of the well-known person who took a big impact in this rebellion was a priest in a catholic church name father Miguel Hidalgo, he was from Dolores, Mexico. Father Hidalgo was the center of this rebellion for he was one of the top leaders of the rebellion in contact with Spain. As days and time passed by father Hidalgo and his followers of this rebellion in the year of 1810 were on the move of planning a rebellion against the country of Spain. Rumors were spread out throughout the people about this revolt. Which then led to the Spanish gov... ...ple all over Mexico say the exact same thing all over Mexico. The crowd is filled with confetti and many whistles and horns everywhere on this day Mexico is filled with joy and laughter. The people are very happy as they shout and scream as they are very also thankful for their Independence to this day. The Independence for every country is one of the remarkable days of all countries and its people. For Mexico it is also one of the most important dates there is to hold for the country something to cherish and be thankful about. It is a day full of happiness for all people in Mexico have the freedom to themselves around others and in the environment they live in. I’m glad I did a research on the Mexican Independence I learn many things from the good to the bad and more good! I’ve learned a lot from writing a research a paper on it I hope you did too!

Characterization in Science Fiction

Characterization in Science Fiction Kirill Kachinsky 03/30/2010 Introduction By analyzing Isaac Asimov's, â€Å"The Caves of Steel† as a work of the Science Fiction genre and its comparison to similar works in the genre as well as supporting texts, it will be clear to see how characterization amongst the five literary elements merely serves as a secondary discussion point within the work, as its non involvement proves valuable for the other literary element development. Caves of Steel character analysis â€Å"Caves of Steel† by Isaac Asimov proves to show throughout,that the lack of character detail and development allows for other literary elements such as setting and narration to benefit and create more interest for the avid Science Fiction reader. Characters such as Robot Daneel, Commissioner Enderby and Elijah Baley make it possible for the narrator to concentrate on the setting of the story, providing the readers with a grand visual of a futuristic city and an acute understanding of the development of social interaction in a foreseeable future. Flat characters in Science Fiction as vehicles for literary element development As for the fear of manufacturing the uncontrollable that was mentioned in the earlier section, primitive technology and its exploration is seen in the story, â€Å"The Lost Machine† by John Wyndham. Even though â€Å"The Lost Machine† is social science fiction and focusing on the human aspect more rather than the technical aspect of its genre predecessors, none the less the flat characterization of human characters is present. The story centers on a robot exploring Earth and realizing that our technology is primitive because we’re afraid of anything that’s superior to us; humans are portrayed as archaic beasts compared even to the robot as one human tries to sell the robot to another human, â€Å"I’m takin’ it to a place I know of—it ought to be worth a bit. † Once again the simplicity of a greedy human becomes a vehicle for the robot to further describe and interpret the people of Earth and its surroundings in its own point of view, or rather once again, making narration a key literary element in the story. The benefit and/or drawback of flat characterization The benefits of flat characterization are obvious. There is much more room for development of literary elements that are key to the genre of Science Fiction. But of course to every advantage there is a disadvantage, such mentioned earlier and put forth by Clyde F. Beck; a simple argument in which characterization should be more developed to engage the reader. In â€Å"A Conversation with Isaac Asimov,† Asimov simply states it’s a trade off in Science Fiction of one for the other, since the setting is so descriptive, in and of itself it is a character, â€Å"I meant also that spending time on background takes time away from your characters. You don't have characterization as it's usually understood by most people. If you consider your background society as a character, that society has all kinds of â€Å"characterization. Asimov’s statement holds true upon almost any Science Fiction novel, whether discovering or destroying worlds, the key literary elements do not include characterization, that element would most likely best well in a drama. Conclusion Caves of Steel like many Science Fiction works of literature contain certain prominent literary elements such as setting, style and narration. Although the literary element of characterization is not as prominent as the others, its absence is none the less important to any work of Science Fiction as its emptiness becomes the vehicle for the development of a â€Å"good† work of Science Fiction; a work full of descriptive setting, a setting that almost takes place of a fully developed character. Works Cited Asimov, Isaac. The Caves of Steel. New York: Bantam, 1991. Print. Ingersoll, Earl G. Isaac Asimov, Gregory Fitz Gerald, Jack Wolf, Joshua Duberman, and Robert Philmus. â€Å"A Conversation with Isaac Asimov. † Science Fiction Studies 14. 1 (1987): 68-77. Print. Smith, E. E. The Skylark of Space. Lincoln, Neb. : University of Nebraska, 2001. Print. Westfahl, Gary. â€Å"The Popular Tradition of Science Fiction Criticism. † Science Fiction Studies 26. 2 (1999): 187-212. Web. Wyndham, John, and Angus Wells. The Best of John Wyndham: 1932-1949. London: Sphere, 1973. Print.

How to Succeed in College

THE COMPLETE SUMMARY PART I GETTING ORIENTED ACADEMICALLY Chapter 1 : Making the Academic Adjustment to College. 1. 1Comparisons between high school and college. In college you will be more academically independent and responsible to yourself because you need to make decision for yourself in order to achieve great academic performance. Besides that, you may have a lot of work need to be done when you entering the college. In college, class meetings is fewer and students is given the freedom to practice develop sense of responsibility.Students in college also need to take initiative to make a contact with instructor to make the instructor get to know you. 1. 2Reasons for Attending College. You maybe in college to earn degree to become more educated, to become certified for a particular job or to make money after earning the degree. You may wish to think of earning a degree as the practical and immediate outcome of your college experience. But, acquiring an education is an important an d satisfying achievement in itself. Try to see these goals as complementary rather than conflicting. 1. 3The Purpose of College.Acquiring an education can enhance your self-esteem. To the extent that the degree represents effort and achievement, a college degree can give you the satisfaction of acquiring knowledge and developing new skills. Education provides the means that can change the way you think, process information and perceive the world. 1. 4College as a System. The basic requirement for earning a college degree is to complete the number of credits needed. Be sure you understand the requirements of your degree program, understand your college policies for first year students.If you don’t understand a policy, consult with academic advisor. A college also develops a core curriculum. Most educators agree that students should study something in addition to their area of specialization to broaden their expertise. 1. 5Important of Grades. Making good of grade is a badge of effort, a sign of achievement. There are also other requirement that includes in grade which is attendance, class participation and written work. If you find yourself getting low in many courses, seek help immediately. 1. 6Calculating Your Grade Point Average (GPA).To calculate your GPA , you convert your letter grades to numbers. These numbers are stipulated by your college. In most college, an A = 4. 00, a B = 3. 00, a C = 2. 00, a D = 1. 00 and a F = 0. 00. college calculates pluses (+) and minuses (-) differently. 1. 7Final Course Grades. You must ensure that you understand how each instructor computes the final grade. Ask, if it’s not clear, how much weight is assigned to each of the following ; written assignments, class participation, quizzes and tests, midterm and final examinations and any special project. Chapter 2 : Managing Your Time. 2. 1Using Time Effectively.To begin making more productive use of your time, you need to know that not only how you have been spen ding it, but also how you want to use your time more effectively. It is important that you be clear in your mind about what things are important to you and how you can find time to devote to them. 2. 2Changing Your Attitude Toward Time. To help you get through difficulty in making time for both the things you have to do, try to remember why you came to college and remind yourself of your goals and what is required to achieve them. Realize too, periods in your life when your free time seem minimal will eventually end. . 3Developing Strategies to Use Your Time Productively. First, you must scheduling your time by arrange a master schedule of everything you do. It help you to adjust fixed routines. You can develop schedules for different purposes and different stretches of time. You can start by creating a monthly calendar. By that, you can get a closer view and remind yourself of which obligations are imminent and which remain a few weeks away. 2. 4The Problem of Procrastination. To p rocrastinate means to delay – sometimes, to delay to the point of not doing the thing at all.People tend to procrastinate because they don’t enjoy the thing or you afraid of failing at something. Besides that, you may procrastinate because you are disorganized. 2. 5Techniques for Avoiding Procrastination. Breaking a large task down into smaller, more manageable parts is a practical and useful approach. Let your interest and your momentum carry you. Besides that, you can reward yourself for completing tasks given. You also can leave extra time by plan to finish the task given before the deadline and then revise it. Chapter 3 : Getting the Most from Your Courses. 3. 1Syllabus.You need to understand the course requirement by reading the syllabus given. Then, you might comment on the syllabus by get in the habit of questioning course requirements so that you understand exactly what will be expected of you. You also might need understand the responsibility of attending clas s well. You also need to ensure that you note the instructor’s name, the location of their office and their office hours. You also must know the nature of the examinations and the requirement on written work. You should asking about the grading to know how your instructor evaluate your performance. Chapter 4 : Getting To Know Your Instructors. . 1Knowing the academic rank. There are a few instructor that the students need to know when they entering college like professor, assistant professor, lecturer and instructor. Excellent, good, average and bad teacher exist at every rank. What earns faculty promotion from one rank to another at research institution is professional activity usually in the form of research and publication. However, they become college teachers because their enjoy sharing their knowledge with others. 4. 2Asking question in class and out. In class, students must active to participate in question and answer sessions.You should not afraid to ask question to y our lecturer. Under the best circumstances, an instructor will allow time for student question even in large lecture course. Your question can give an instructors clearer sense how well he or she is communicating essential concept and issue. You can also go to the her office during the regularly scheduled-office hours. 4. 3Seeking help. If you are having the trouble in a course, whether that trouble be related to understanding difficult concepts, to completing projects or adjusting to the social or intellectual climate in the classroom, speak to the lecturer about it.One more thing don’t afraid for ask an appointment and let instructor know what you do understand and identify precisely where your trouble lies. Ask lecturer for advice about what else you can do beyond attending to his or her explanation. 4. 4Conferring with instructor. You should be aware of some ground rules for student-teacher conferences. First remember that you are visiting an instructor in his or her depa rtment office, as this will be the most likely meeting place. Second, be clear about how long the meeting will last. Third, make effective and efficient use your time with instructor.Fourth, observe rules of academic etiquette. Fifth, if you feel need for greater privacy, you can ask for it. 4. 5Choosing your instructor You can choose by the instructor’s official reputation. You can be guide by student course evaluation or go by hearsay. You can also meet the instructor yourself, request a syllabus and act on your impressions and instincts. You can ask about upcoming course, and you can explain your interested in the subject. Chapter 5 : Learning About College Support Services. 5. 1Computer Labs. You will find the university computer lab an extremely important resource.If you know that you will be using the computer center to draft and revise your written assignments, find out from the staff not only when the center is open but also when it is use most heavily. If you have yo ur own computer, find out how to link up with the university computer. Visit the computer lab for specific information on using its facilities and services. 5. 2Language Labs. You’ll need to know what restrictions may be put upon your use and what the sign up and sign in procedures may be. You can expect to find the language lab equipped with individual headphones and tape players.But you will also find the book, magazines, and newspaper in the languages taught at your college and perhaps in a few that or not. 5. 3Workshop, Tutorials, Lecturers. Most university or college offer workshop, tutorials, meetings, informal discussion in connection with such university resources as computer and language labs. As a student we must take advantage from this chance or facility provided by university to us as student. Use them properly and as a way to increase the scope of your college experience. 5. 4Club and Other Activities. Club membership can be an academic experience as well as a s ocial one.It can also give you a chance to develop practical skill related to your major or your career ambitions. It provided you with a chance to relax and have fun with doing thing you enjoy. They can improve your skill and enrich your academic experience. 5. 5Career Planning. Find out what office handles career planning, job responsible and internships. Even though you may be a first year student, you should inquire about career planning services, and internship, for you might be surprised to learn about opportunities for which you qualify even now.You might receive useful advice about how to plan for your career from experienced and knowledgeable counselors. 5. 6Counseling and Support Service. Your college or university will offer many kind of support services, some of them more directly related to our academic concern. Perhaps you may be qualified to help provided services in one of these areas because of your background or experience. And you may discover that some of the ser vices these additional university resources make available can make a difference not only in your overall college experience but in your academic performance and success as well. . 7Volunteer Organizations. Your school or college also offer opportunities for you do a volunteer work such as community services. Some university offer academic credit for various types of social action and volunteer action or work. Through volunteer work you can improve your faculty with a foreign language, develop your social conscience, enrich your spiritual sense of self. PART II DEVELOPING ACADEMIC CONFIDENCE Chapter 6 : Improving Study and Notetaking Skills. 6. 1Developing Notetaking Skills. 6. 1. 1Rules for Notetaking. The first rule for good notetaking is to be prepared.It involves the studying you do before class like reading assigned chapters, doing exercises and also bringing the necessary tools to class whatever you need to take good notes. 6. 1. 2Finding a Place to Sit. Find a place in the cl assroom or lecture hall where you are comfortable and from which you can see and hear the instructor clearly. More closer to the front you are, more fewer distractions you will receive from other students. However, being in good spot enables you to concentrate better on classwork and makes notetaking easier. 6. 1. 3Listening Guidelines. You can improve your listening skills by following these guidelines.Firstly, you must ready to listen for unexpected detail and the unusual examples, be a focused rather than a distracted listener, find ways to connect what is said with what you know, identify key points and supporting details, be an active rather than passive listener – try to anticipate, ask question about anything unclear and participate as much as you can. 6. 1. 4Attending to Handwriting. Strive to write clearly, if it slows you down. You may even wish to print especially important information. If have serious problems with handwriting, you may able to use a notebook compu ter a tape recorder.If can, develop your own form of shorthand. Be consistent in your use of abbreviations and symbols so that you can remember later what it stand for. 6. 1. 5Watching and Noticing. Watch you instructor closely. Nonverbal signs may be used to emphasize a point. If the instructor writes something on the board, be sure to write it down. Besides that, this also a way to be involved and attentive in class because your instructors expect you to pay attention to them. 6. 1. 6Participating in Class. Many classes require participation. You should try to participate as fully as possible.Ask question, respond to the instructor, comment further on discussion initiated by the instructor or by students. You can keep focus, take better note on the important aspects of class discussion. By discussion, have a greater chance to remember material enlivened especially if you participated actively. 6. 2Notetaking Techniques. 6. 2. 1It isn’t necessary to write everything down. Yo u may wish to use the Cornell Notetaking System by Walter Pauk of Cornell University. To use this method, draw a line down the page 2 inches or so from the left margin and draw a second line across the page 2 inches or so from the bottom.With your page divided into three areas, you have space to record different kind of notes. Second one is by using a double-column notebook by Ann E. Berthoff, formerly of the University Massachusetts at Boston. You can simply divide page into two parts . 6. 2. 2There are also other notetaking strategies such as underlining. Underlining is a system of checkmarks or symbols in the margin of your text. You just underline important factual passage and highlight important ideas. 6. 2. 3Annotating also is the notetaking strategies by putting brief annotations or notes in the margins.Marginal notations can be question, reactions, objections or symbols question marks ( ) to indicate places where the text confuses you. 6. 2. 4Some final suggestion for noteta king strategies is to organize both your class and reading notes, label and date your notes, edit and revise your notes, separate your comments and observation from the ideas of your instructor. 6. 3Improving Study Skills. 6. 3. 1To best study is by finding a suitable study environment. For example, a desk or table with ample space for you to spread out your books, papers and notes. Good environment to study is a place free of distraction. 6. 3. You also need to mapping out a schedule of study time. Ideally, you should try study at times when you are most alert and do your work best. You must also manage and allocate sufficient time to prepare for classes and reviewing notes. 6. 3. 3Before you start studying, you need to setting goals for studying. You need to have an idea of what you want to accomplish and how long you plan on studying to reach your goal. 6. 3. 4Other than that, you need to improve your understanding. First, you need to translate into your words what you recorded f rom your instructor. If you able to translate it, it show you really understand it.You must not forget to preview what are you studying before you start a chapter. Different with review, which you do it quickly when you finish studying. 6. 4Remembering what you have studied. 6. 4. 1The first principle of remembering is you cannot remember what you have not learned. The second is, be selective. You not be able to remember everything. And the third principle is associate what you are learning with what you already know. 6. 4. 2There are some time-honored techniques for you to remember details. First is mnemonics which memorize by linking them in easy-to-remember way.You may learned by create a rhythm. The second is by acronyms which means a word that made up of the first letters of a series of words. You can create your own one to help you remember sets of details and key concepts. Chapter 7 : Taking Quizzes, Tests and Examinations. 7. 1Types of tests. Tests is a set of questions that when answered demonstrates how much or how little you know about the subject. Quizzes is a brief and cover a small amount of material perhaps the reading for a single class. An examination is a chance to redeem yourself if you are well prepared. 7. Preparing for Tests and Exams. Your long-term preparation for tests and examinations includes faithful class attendance, careful class preparation, reviewing and notetaking. Your long-term preparation essentially includes everything you can and you should do in taking the course seriously. Your short-term preparation for tests can be vary widely. For a course in which you have been doing the work commendably all along, you may need no more than a once over lightly. 7. 3Studying for Tests and Exams. What will enable you to use your study time effectively is by finding a comfortable place to study.Besides that, manage your time. If you study best in the morning, don’t schedule your heaviest exam prep at night. You also need to set y our goals for your study sessions. Try to accomplish something specific at each session. After accomplishing one of your goals, reward yourself. 7. 4Types of Question in Tests and Exams. First, there may be a true-false questions which needed you to mark first all the questions you are confident are true or false. Multiple-choice questions also are among the most difficult for students it often contain two apparently correct responses.Fill-in questions require you to complete a statement by introducing words or phrases that you supply yourself. And lastly, essay questions. In this essay questions, you need to write an essay whether it short essay or long essay. Chapter 8 : Reading with Understanding. 8. 1Developing an Ability to Read. Reading actively with you pen in hand, you can underlining, annotating and jotting notes. You also can reading reflectively by reading slowly and deliberately . Besides that, you can reading interpretively where you reading to understand.Lastly, readin g evaluatively by reading to evaluate the persuasiveness of what you read. 8. 2Reading and Interpretation. You need to interpret to make sense of something. Besides that, in interpretations, you can making inferences. An inferences is a statement we make about what we don’t know based on what we do know. Your inferences will lead you to an understanding of what you are reading 8. 3Reading and Imagination. When we read, we imagine a voice in our heads or a figure and character behind the voice. Imagination leads you to think, shift perspectives, understand another’s point of view.Chapter 9 : Developing Thinking Skills. 9. 1Comparing Creative and Logical Thinking. CREATIVE THINKING| LOGICAL THINKING| Puts things together and synthesizing them| Analyse thinking and taking them part| Generates new ideas| Develops and evaluates ideas that have already been formulated| Explores many alternatives, it is unconcerned with being right in every particular| Focus on finding a sing le answer and being right at each step of way| Is inclusive, admitting all ideas no matter how trivial or outrageous they may seem| Is selective, screening out and eliminating unpromising possibilities| . 2Techniques of Creative Thinking. There are many ways to develop the ability to think creatively as establish a quota of alternatives. You can generate many alternatives as seem reasonable. In reversing relationship, you need to turn something around and approach in from an opposite direction. This can spur you to think creatively. Besides that, creative thinking can be develop by denying the negatives. A poor idea may lead to better one. You also can asking question in order to thinking creatively because most productive kinds of question lead to further thought. 9. Overcoming Obstacles to Creative Thinking. 9. 3. 1Perceptual Blocks. This block inhabit ability to make sense of what we are looking at. They interfere with our thinking by blocking what we can see. To overcoming it, y ou need to learned how to see new things with patience, effort and practice observing and noticing. 9. 3. 2Cultural Blocks. This block may derive from your connection with particular ethnic, racial and intellectual traditions as well as from your class and gender. It blocks limit and inhibit thinking. To avoid this block, you need to recognize and acknowledge it and be aware of it. . 3. 3Intellectual Blocks. This blocks is a obstacle to knowledge. You also may lack the skill to express the ideas effectively. To break through an intellectual block, you need either to acquire additional information and you must use effective way, study, review and prepare yourself. 9. 3. 4Emotional Blocks. Occurs when feelings inhibit thinking. This include fears and anxieties. This lead inhibit your ability to speak your mind and impede your creativity. You have to overcome your aversion to whatever inhibits your thought and learn to tolerate ambiguity. 9. . 5Oppositional Blocks. Oppositional blocks result from polarizing, or setting up manually exclusive categories without providing a middle ground between them. Considering degree or extent pushes you to consider gradations and to make distinction can make you explore to be more critical thinker. Chapter 10 : Becoming Familiar with Your College Library. 10. 1Uses of College Library. The library as a repository of information where you can find answers to every kind of question. Besides that, the library also as a general source which suitable to read and relax.Apart from that, library also is a great place to study. 10. 2Finding Books. 10. 2. 1 Accessing Books Using the Library Catalogue. You need to know using the online library catalogue. An integrated catalogue combines author, title and subject information in a single catalogue system arranged alphabetically. This the most efficient integrated catalogue. 10. 2. 2 Accessing Books Using Online Computerized Databases. Computerized databases will speed your search for books an d they provide enormous amounts of information quickly and easily. 10. 3Getting the Books.When you have identified the book’s location, you need to locate it on the shelf. To do this, follow the library’s key or map to its storage of books. Look along the shelf at the other titles, you may found something useful. If you have problem to looking books, you can help from library staff to glean information from experts. 10. 4Library’s Special Resources. Your university library will probably have other resources besides books and periodicals you may find helpful. These may include art, audio, video and special collection, government documents, CD-ROM Database, internet and online database.PART III LOOKING BEYOND THE FIRST YEAR Chapter 11 : Choosing a Major and Planning a Course of Study. 11. 1Learning about Majors. Talk to professors in the field that seem promising by set up an appointment and ask also about the job prospects. You should visit the career services of fice and speak to a counselor about your interest. 11. 2Choosing a Major. Many baccalaureate programs require you to devote your first two years to a wide range of general subjects. Usually, a major concentration is organized by a specific academic department.Choose a major that you interest and pleasure to learn and how it can develop your critical and creative thinking skills. 11. 3Planning Your Major with an Advisor. Once you decide on a major or concentration, the first thing to do is seen advisor to review the college’s major requirement. It is to help you understand all departments requirement. Begin to discuss an overall plan for your college coursework. 11. 4Double and Minor Majors. You might consider taking a double major because it separates you from vast majority of students who will only have only one major.It also increase your option work and offer you unusual intellectual opportunity. You might taking minor because you want to increase the range and versatile o f your academic program. 11. 5Independent Study. Offers you to work closely with a faculty member in designing, planning and pursuing course of study. It also offers you a chance to work intensively on a project of your own. To qualify for independent study, students often are required to achieved a particular GPA. Chapter 12 : College As Preparation for The Future. 12. College As Preparation for Work. College should provide you with the skills to perform competently in the workplace. What you learn at college should be useful and transferable to what you doing after graduation. 12. 2College As Preparation for Profesional Study. A preparation for a career in business. College is also to some extent a preparation for future study, whether that study be formal or informal, avocational or professional. It is also a simply way to encourage you to project beyond what you can see and know. 12. 3College As Preparation for Life.Many of challenges you face in college are mirrored by challeng es you face beyond it. In college, you develop a sense of responsibility and independence so you can rely on it later. College is the place to discover these interests and to nurture them. DISCUSSION OF MAIN ISSUE. Part one concerns getting oriented academically. Meaning that, the student will making the academic adjustment to college by managing their time, getting the most of the courses, getting to know the instructors and learning about college support service. In this part, it explains how the college system works.Besides that, it also provide the tips on how you should spend your time. It also includes advice to working with instructors which focuses interaction between students and faculty inside and outside the classroom. This part also focuses on a academic support service and on related curricular resources available at most schools. The second part of the book, provide tools about how to develop academic confidence in students. First we discuss about improving study and n otetaking skills. It give how to reinforce the successful study habits and effective notetaking strategies.Then, we discuss about taking test and examinations. We found that, it describes different kinds of test and how to prepare for it effectively. Besides that, we also discuss about reading with understanding. Reading is important not merely for acquiring information but also in developing thinking skills, especially ability to analyze and interpret. In this chapter it focus more on various strategies for improving ability to think creatively. Lastly we discuss about becoming familiar with college or university library which gives us information to well used the library.In part three, the main issue is looking beyond the first year that discussing on choosing a major and planning a course of study and college as preparation for the future. It provide us practical advice if we unsure about a choice of major. By choosing a major and planning a course of study advocates careful plan ning so that courses can be related rather than remaining as isolated islands of academic experience. Entering college or university is as the preparation for the students future which means preparation for work, preparation for professional study and lastly preparation for life.COMMENTS OF BOOK. We found that, How to Succeed in College can help students achieve good grades by providing some tips to success. We think that, How to Succeed in College also help students to acquire the confidence , competence and knowledge they need in order to maximize their learning potential. This book also help the student to understand how the college system work. This book also invites us to think seriously about why we attend college and what we will do there. All of us agree if the students read this book, they will more tend to think, write, talk and listen critically.In addition, we found that this book provide assumptions that a strong education is the best preparation for living and working in a complex world so that the generations can prepared themselves to facing new world. The book also focusing on practical methods to improve the student academic performance. In conclusion, we think the book well explain to us on how to achieve a good future by choosing the course that we want with addition tips and guidelines to success in college.

Customer service in Halifax Essay

Customer service Customer service is any part of the service that customers receive from the staff of the business. It is also a way in which the organisation deals with its customers. Businesses need their customers to buy their products or use their services in order to survive and make a profit. The way that they treat their customers is therefore very important. Many businesses have a policy of customer service, which involves putting the customer first in all situations. Customer service involves: * Making sure the product range is available to the customer * Making sure the product is safe and reliable * Providing information about products and being able to give advice * Making sure the product range can be delivered if necessary * Providing credit facilities where appropriate * Providing after sales service guarantees It should be the aim of every business to provide the highest level of customer service. There are laws, which provide protection to customers buying products. Businesses should know what their obligations are under these laws.it will help them maintain a high level of customer service. Why customer service is important in Halifax Customer service is important to Halifax because it brings in profit (the more customers the more the profit). The customers provide income to Halifax. Halifax does so much advertising and looses money but because it provides good customer service, the money lost is replaced. Customers are also a source of market research information Customers ensure the survival of the business Because of good customer service, Halifax spends less effort dealing with customer complaints. Customers are relined and refrained in Halifax because they are treated well and are made to feel good and safe with their money and properties. Halifax’s image is improved This is because everyone knows that it provides good customer service. My friend told me how good Halifax is and I was attracted to go and open up an account with them the next day. I also told my boyfriend about it that also went and opened up an account with them. To build customer loyalty All Halifax’s customers are loyal to it and they keep on using more of its services. They enjoy them. Increase competition It is only natural that where there is an attractive market, competitors will seek to obtain profitable businesses. The newcomer may sometimes even have an advantage due to the fact that he may have benefited from the experience of the long established supplier. As the newcomers start from scratch, they can use the latest equipment, techniques and systems and can select staff to fit the image they wish to create. Good customer service also gives Halifax a competitive advantage over other banks or building societies. Better informed customers Customers know a great deal more about Halifax’s services than they used to, partly because of the competition and partly due to the extensive studies conducted by consumer groups, and Halifax staff. A great deal of information is also available over the Internet. The emphasis put into competitive advertisements also makes customers more aware of the aspects they should examine. Halifax is a very good example where public pressure has forced regulations ensuring fuller disclosure of costs and more realistic estimates of benefits. Product similarity From the customer’s point of view, who I interviewed, it is difficult to distinguish many of Halifax’s services from those of their competitors. They often use the same services perform the same tasks in a very similar way. As an example, I could look at the personal computer industry, where a large number of computers can utilise the same software programs. One of the few ways Halifax can differentiate thereselfs from there competitors is by means the image for customer care that they build up and the reputation for customer support that they have earned over time. Rinsing demand for improved support With the choice of supply sources now available to Halifax customers they know that they are in a buyer’s market and they are therefore demanding improved support from the Halifax they have selected. In general it has been shown that with a higher living standard, customers are willing to pay for improved support. For instance customers in the past may have been willing to wait for a week or two for a telephone to be installed whereas now they expect it to be done in as many days. Life cycle costs As many products are technically more soficicated, customers have become more dependent on the continuing support from Halifax to keep their services in operation. They are increasingly looking at the life time costs and Halifax’s ability to support their services efficiently throughout the life of that service. When a customer buys a car for instance, he will want to know how good the maintenance service is what the costs are likely to be the fuel consumption and the resale value after a certain number of years. Training the frontline This is important because it means good customer service in Halifax in a way that when all staff are trained, there will be good communication between the staff hence providing good customer service. Training helps Halifax maintain good service in different departments. For example technology, promotional, health and safety, money wise. Managers in Halifax identify training needs for internal customers and provide suitable training events. Halifax is aware that well trained internal customer service provides good external customer service. Identification of the situations that require staff to have contact with customers A customer is a person who requires a product in exchange for money or who uses a service. Staff can have contact with customers through so many ways these are: By phone This is normally used when one of them (customer/staff) needs to ask a question and get a quick response.because both the staff and customers cannot see each other, it is unable to observe the other person’s body language. Though this happens, customers are not left waiting. The member of staff says what he is doing and how long he will be. The customer is always being informed of the actions taken. Music is often played to customers kept waiting in order to give them something to do, i.e. listen to music. The staff make sure they do everything they can to make the customer feel valued. Through letters This is used when a permanent record is needed. Eg.where a letter head showing the Halifax logo adds credibility to the company. Sentences are always kept short in the letters. The subject is always introduced at the beginning of the letter so that the customers know what the letter is about. Through Internet This is used when you can not get someone on the phone. The email is given an effective tittle, which makes the reader want to open it. They are not typed in capitals because the reader may think that the member of staff is shouting. Face to face This is done when the customer is on the premises. Usually when delivering bad or good news. Also when a permanent record is not required. Or when documents have to be handed in for opening new accounts. Through fax This is used when speed is required and the information is not confidential. This applies to letters. Staff always contact customers about: * Details about the new extra services introduced * Their bank accounts * Their mortgages * Their complaints * Opening bank accounts * Overdrafts * Foreign exchange purchase transfer * Withdrawal or payment * New service products etc Ways in which Halifax meets the needs of its customers Halifax is a successful firm because it identifies who its customers are and what their needs are quickly. Needs of internal customers Needs of external customers Sick pay To make a purchase Holidays Need to obtain information about a product Pension Company cars To make a complaint Staffs discount To maintain ethical standards Working conditions e.g. Safe environment Specials needs like the deaf, blind, old, physically handicapped, or with children. Job security Food Decent wages or salary. Christmas presents and bonus/ end year party Staff facilities e.g. room, gyms, toilets. Training. Training of internal customers in all aspects of their jobs ensures that external customer needs are catered for, whereas good staff relations or industrial relations, effective communication and good company policies ensures the satisfaction of internal customer needs. Internal customers These are members of staff who rely on other members of staff to help them do their jobs properly. In Halifax, internal customers’ feedback is included in performance reviews. Halifax is now making input a formal part of a 360-degree feedback process, in which employees, peers and the manager all evaluate the performance of managers. In addition. Halifax talks to its internal customers during meetings and asks them about their needs and finds out how it can serve them better. ‘Always giving you extra’†¦ as long as the employees do it for their customers, they’ll do it for the employees. They’re looking to develop the best motivated and best rewarded team in the business, so the employees should expect plenty. Training, sales support, personal development, opportunity, great incentives†¦ you name it, Halifax goes that extra mile to make sure the employees have everything they need for a rewarding career. And that, of course, includes a benefits package they find hard to beat – by anyone, anywhere. It covers everything they’d expect (good salary, generous holidays) and plenty that they wouldn’t, such as bonuses and incentives, share schemes, discounted mortgages and plenty more†¦ all adding up to a total rewards package to match their total commitment. The following are part of Halifax’s human resource policies: Pay (plus bonuses) Generous Holiday Entitlement Shares Colleague Products Money Purchase Pension Life Assurance Flexible Working Flexible Benefits Recognition Our commitment Support when it counts Academy Pay (plus bonuses) Halifax starts by giving employees a highly attractive basic salary. They have bands, but there’s a lot of flexibility. So they’ll take into account the nature of the role, as well as the employees’ skills and experience. On top of this, everyone has the chance to earn more by putting in ‘extra’. So employees can earn a bonus for individual, team and company performance. Reach or exceed the employees’ targets for example, and the employees can expect to receive between 10% and 30% of salary – extra! Nice. Generous Holiday Entitlement The employees receive between 22 and 30 days paid holiday a year, depending on their role and length of service. Shares Halifax group wants employees to share in their success (they like smiling people). They won’t go into detail here, but there are various schemes where employees receive either shares or share options. It’s hugely popular. Largely because it can be hugely profitable for Halifax’s colleagues. Colleague Products Halifax is the UK’s number one for savings and mortgages, and have plenty of other products too, such as insurance and healthcare. All of which are available to employees at attractive, discounted rates. External customers These are individuals and business customers who buy or use the goods and services provided by an organisation. With staff who can speak a wider range of languages, Halifax and customer service has improved. They monitor holiday costs constantly to give customers a better deal. Plus, they can give customers a guaranteed minimum 5% discount on a wide range of brochure-priced holidays and charter flights! Halifax also meets its customers’ needs by giving eye contact, explaining transferred telephone calls to customers and colleagues, being genuine and sincere, knowing about their products or services, knowing about its policies, treating customers as individuals, and minimising queuing times. Home delivery For home delivery, orders placed in a branch or over the phone before 2.30pm Monday to Friday are usually delivered to the customer’s home address by 12 noon the next bank working day (excluding Saturdays). Orders placed on Saturday or Sunday are usually delivered by 12 noon the following Tuesday. All home deliveries are by Royal Mail Special Delivery. There is a charge of à ¯Ã‚ ¿Ã‚ ½5 for all home deliveries. Home delivery is not available for orders placed online. Always giving extra to customers with particular needs Halifax group is committed to providing all their customers with excellent service, whatever type of relationship they have with them. They do their outmost to help all customers with special needs. Their cash machines are generally installed at a lower level to make them easier to reach, and the newer machines have been adapted for the visually impaired to use. Halifax has around 800 branches in the UK, most, of which are open plan to make it easier for customers to find their way around. The majority have a reception desk, with seating provided. And their staff are always on hand to discuss specific needs or answer queries. Wheelchair users Getting in and out of Halifax’s branches is usually easy, with level or ramped access from pavements. And, wherever possible, doors are automatic. Call Assistance At some branches steps are unavoidable, so a ‘Call Assistance’ bell system was installed, so that a member of staff can be called. Servicecall Some branches are fitted with the ‘Servicecall’ system, so that customers with a Servicecall transmitter can alert staff of their arrival. Lifts Where branches have split-level banking halls, Halifax provides internal ramps or wheelchair lifts. Low-level counters and counter queuing rails Lower level writing surfaces are increasingly being provided at the counter. All branches have counter queuing rails, often with lower level writing surfaces. Other banking options To help make it easier for all their customers to manage their finances at their convenience, they offer a number ways to access Halifax as well as via other large network of branches across the country: Online Customers can apply for a Halifax Current Account online. Then once it is registered for telephone banking they can do their banking online via Halifax’s website 24 hours a day, seven days a week. Click www.halifax.co.uk for more details. They also offer a Share Dealing service online, and applications for other products such as Personal Loans, Credit Cards and Travel Insurance can be made via the web site. Telephone Halifax Direct is a 24-hour telephone Current Account service. Customers can use it for everything from checking their balance and ordering a statement to arranging an overdraft. Arrangements can also be made for customers to pay bills and transfer money to other Halifax accounts. All Halifax customers can telephone Halifax direct for other services, for example a Personal Loan or travel money. Customers who are hearing impaired, can contact Halifax Direct using textphone on 0845 732 3436 Contact Halifax They have undertaken an extensive disability awareness programme to help staff overcome the barriers which people who have a disability face. To help them continually improve their services, if you would like to make any comments about their site or the services they offer customers with disabilities, they request the customers to use this form. Philomena Gray, Disability Manager by e-mail: JayneO’Connell@HBOSPlc.com or at:Halifax plc Trinity Road HALIFAX West Yorkshire HX1 2RG How Halifax deals with customers’ complaints Once Halifax is prepared for any potential problem a customer may have brought to them, their next step is to use the company’s complaint system the company has in place for dealing with complaints. Halifax deals with complaints in many different ways. This can be done through: 1. The telephone 2. Face to face 3. In writing: typical written communications involve providing information on the services provided, prices of mortgages, statements of accounts and safety procedures. Because Halifax actively seeks and encourages complaints, they are able to understand and meet the needs of their customers. If a customer is dissatisfied and is unable to express that dissatisfaction, Halifax will never see that customer return. What is worse, the customer may also persuade potential customers not to stop within Halifax too. Customers with bad experiences were twice as likely to tell others about it as those with a positive story to recount. Customer complaints are viewed as opportunities to improve a service offered rather than problems ignored. The causes of the complaints are dealt with the and lessons learnt. Customers making complaints are seen as contributors to the process of improving customer services rather than awkward individuals who enjoy making life difficult for staff. By respecting customers and treating them accordingly Halifax is able to monitor and improve the quality of service offered. Many products arise because the law has been broken. There is a large number of laws that try to protect the customers. Halifax tries not to break the laws. The major consumers’ laws include; The descriptions Act 1978, which makes it illegal for Halifax as a business to give misleading descriptions of their services and products. The consumer safety Act 1978, which make sit illegal to sell goods, which may be harmful to customers. The consumer protection Act 1987, which makes it illegal, amongst other things, for a business to claim that its prices have been reduced when they have not. It also makes suppliers responsible for any injury that results from defective goods. The consumer credit Act 1974, which requires Halifax to have a specific licence because it offers credit otherwise they will be committing an offence. If the law has been broken, customers can take Halifax to court. This may cause the business money and give it a bad reputation. That is why they make sure that they do not break the law. Halifax also makes it certain that customers are happy with the services they provide. Details of all customers’ complaints are recorded. This is done so that there is a record of what action was taken in case the customer wishes to take the complaint further. Recording the data also allows staff and management to use it for capturing customer details. The nature of complaint and the service involved is recorded and quite often the name and address of the person complaining is recorded. Halifax has a special service desk for dealing with customer complaints, and also specially trained staff. When customers approach with a complaint Halifax staff make sure they: * Listen to them carefully * Reassure them that their complaint is being taken seriously * Decide on an appropriate action * Apologise if the business is responsible * Record the details of the complaint * Record the action taken Checking that customer’s complaint is valid Halifax won’t take customers’ complaint seriously if it’s something, which is not their fault. For example, if your current account has no overdraft facility but you regularly overdraw the account, you can’t really complain if Halifax charges you for doing so. If, however, charges on your account push the balance into the red, it should not charge you for being overdrawn. Halifax deals with complaints about something in relation to: * Customer expectations not met * Late delivery * Incorrect information * Waiting/queuing times * Attitude of staff * Faulty service products * Statement errors What happens next? If a customer’ complaint is something Halifax has the power to deal with, they will usually start by seeing if they can help the customer to resolve matters in an informal way. One of their staff (usually called a caseworker) will take a fresh look at the facts and let the customer know how they think the customer could reach the agreement. This approach is often called mediation. If a customer has a problem, Halifax can always help They aim to offer customers the best possible service, but there may be occasions when customers feel they have cause for complaint. If so, Halifax will always try to resolve the problem quickly and to your satisfaction. If the customer is unhappy with their response, he/she can take his complaint further through their complaints procedure outlined below. Following Halifax’s complaints procedure does not affect a customer’s legal rights. 1. Where the customer first makes his complaint Halifax aims to resolve customers’ concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, they will let the customer know within five working days who will reply. The people a customer first raise the matter with are often able to help, but there may be occasions when a specialist area needs to be involved. If the customer doesn’t know who to contact, they can: * Call Customer Relations on 08457 25 35 19 * Textphone Customer Relations on 08456 00 17 50 (if you have a hearing impairment) * Write to them at: Halifax plc Halifax Customer Relations Trinity Road Halifax HX1 2RG They will then arrange for the right person to look into and respond to the customer’s concerns. 2. Customer Relations In the unlikely event that the customer remains unhappy, he /she can ask for his complaint to be referred to a Customer Relations manager for further review. If the customer is still not satisfied he can, at this stage, ask the Financial Ombudsman Service to help, or for service-related complaints about Halifax Estate Agencies Limited, the Ombudsman for Estate Agents The Halifax supports fully and is a member of both the Ombudsmen Schemes. These are impartial and conduct independent investigations. Ombudsmen addresses For most complaints about Halifax products and services customers can contact: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Phone: 08450 80 18 00 email: enquiries@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk For complaints about Halifax Estate Agencies Limited: The Ombudsman for Estate Agents Beckett House 4 Bridge Street SALISBURY SP1 2LX Phone: 01722 33 33 06 email: admin@oea.co.uk Website: www.oea.co.uk Types of customer records Halifax uses Market research The final method of monitoring customer service satisfaction is through market research. Market research is a formalised method of obtained feedback and information from customers or potential customers about services that are available or soon to be made available. In Halifax, obtaining feedback from customers is essential in learning how to improve the service offered. The process helps Halifax to understand: * The nature of the service from the point of view of the customer. * What the customers are wanting. * What the customer thinks of the organisation. * What will make the customer feel valued? * What sort of initiatives the customers would appreciate. Halifax is able to show that business decisions are supported by information and evidence gained through research. Therefore through market research, Halifax is able to identify customers’ opinions about: * Interest rates charged. * New and existing services. * After sales service. * The quality of customer care provided by Halifax. Business decisions about these issues can then be made based upon the results of the research. Halifax sends out customer service questioners to 200,000 customers every six months, asking for their opinions on their branch. In addition, ‘mystery shoppers’ posing as potential customers visit and phone the branches to ask for advice. Each quarter, every branch in Halifax network receives two visits and two phone calls from the mystery shopper, who then fills in the research form and marks the branch on factors such as courtesy, speed, and phone handling techniques. All the results are included into a customer service index for each Branch. The findings are also published internally or all to see, with awards for those branches with the best achievements. The market research I undertook about Halifax provided some interesting results. I decided to measure how much customer satisfaction dictated future buying intentions. The research divided the customers into one of three groups: * Those with problem that had been resolved * Those with a problem that had been recently dealt with * Those whose experience of the bank had only been positive As was predictable, the customers who remained dissatisfied were the ones least likely to buy any more of the building society’s services. However, surprisingly, those customers whose problem had been dealt with quickly and efficiently were more likely to use Halifax’s services again in the future than customers who had never experienced a problem. 80% of the customers were happy and 20% were not happy. Among the unhappy customers some of them did not visit the branches often nor use Halifax’s machines. Customers responded positively to open, polite and helpful advice provided by Halifax, even if the outcome was not what the customer was seeking, e.g. applying bank charges. Findings similar to Halifax have emerged from other customer attitude surveys undertaken across a range of businesses. The results of my surveys indicate that by keeping the customers happy, the organisations will retain existing business and will increase future revenue from existing customers. It is essential that a manager act upon any feedback gained through market research. Customers who provide feedback through market research are usually given recognition by Halifax. I also found out that when Halifax do their market research through the surveys, they thank their customers for their time and effort. This is in the form of a card, letter, or telephone call. A number of methods are used by Halifax to find out what the customer thinks of and wants from the service. These include: * Postal questioners. * Personal interviews. * Telephone interviews. * Consumer panels. * Customer feedback forms. Complaints records In Halifax, recording customer complaints and implementing changes to ensure that the customer is not dissatisfied for the same reason again are ways to monitor customer satisfaction. Customers are provided with a system where they feel comfortable about recording a complaint. Only by doing so can Halifax ensure that they are fully meeting the needs of all their customers. When Halifax is dealing with customer complaints, they normally take the customer’s details. This normally helps them to be able to contact the customer when necessary and to know who they are dealing with. Customer Surveys Customer surveys are used to get inside the customer’s mind and learn what they are thinking about Halifax. Surveys can determine customer satisfaction, complaints, compliments and questions. Halifax likes to know what their customers are thinking because it helps them improve or tailor their services. Feedback can be a great source of information. Customer surveys can sometimes be a core competency of Halifax. Surveys can be administered online, in person or even via phone. Surveys should be constructed to pull the most valuable data from employees so that Halifax can later use that data for the betterment of the company. Savings and Debit cards When opening up savings or bank accounts, the staff records your personal details and keep them for further reference. At times this is used to contact customers to participate in surveys, to take advantage of new offers, etc. Internal Complaints When the employees make a complaint, Halifax also takes down their comments and again their details. Personnel records The personnel department keeps records of all employees on the payroll. This includes personal information (name, date of birth, address) as well as details of rates of pay, tax, and national insurance number. The records are confidential and should not be accessible to unauthorised personnel. These records are taken during recruitment. Recruiting When recruiting, managers take employees details for further reference. This helps them to know how much they deserve to be paid to know their retirement age, etc, which can be utilised by the firm to provide good internal customer service. The customer service provided in Halifax and improvements In Halifax, The desire to improve and be the best helps motivate staff by providing them with a challenge. It gives employees the opportunity to suggest ideas, use their initiative and participate in the development of the organisation. Excellent customer service provides a focus for all staff to work towards and results in increased job satisfaction for the employees, as well as increased customer satisfaction. Excellent standards in Halifax’s customer service can only be achieved by having a system that enables them to constantly review and improve the service offered. What is an acceptable standard for a customer today will not necessarily be an acceptable standard tomorrow. Constant improvement is essential. Because Halifax is an organisation seeking to improve the quality of customer service offered, it set quality service standards, which are: * Clearly explained * Realistic for employees * Easily measured Having clearly defined standards and a process to monitor those standards gives employees a goal to work towards. 1. Providing information Staff in Halifax provides customers with information, by letting them know what the business has to offer. The information provided is mostly through leaflets and focuses on: *Lost or stolen cards. * Mortgages * Bank Accounts *Loans * Savings and investments *Insurance * Share dealing. The problem to some members of staff is that they provide wrong information to customers. This happens when they are not sure of the answers to the questions being asked by the customers. Halifax improves this by re-training the staff who have the duty of dealing with customer enquiries. They also provide leaflets containing information of the services they offer. 2. Giving advice Customers often expect advice about the services they know little about Halifax. This is likely to happen with mortgages. When people want to open up accounts from Halifax they expect to receive clear instructions and advice on how to use and maintain them. When a business or an individual goes to the bank, they expect that the staff will know a great deal about banking and that sound advice will be given. But in some cases it does not happen. This is because the member of staff gives wrong advice about the service provided and sometimes it leads to the customer changing him/her mind about opening up an account with Halifax. For example when I wanted to open up an account with Halifax, I was told to bring both my parents passports back with me. I was really shocked by that and was wondering why every Bank does not ask for that. Anyway I suddenly gave up because the passports where with the home office. After three months, I called Halifax’s head office to ask them why I needed my parents’ passports to open up an account yet I had my own passport. The lady on the phone said that it is not right and I should go back to them and tell them that. I spoke to the manager and she said that it is all right for me to use my own passport since I am seventeen. This is why Halifax should train the members of staff going to give customers advice and ensure that they have good knowledge of the service product and procedures. Halifax gives advice on What is the suitable account, loan or action? What is the best mortgage? What is the cheapest way to pay for mortgage? How to use the accounts and cards. How to store and look after the cards. 3. Tailoring the service to what the customer wants Halifax’s staff ensure that customers get what they really want and are satisfied with the services. They know that is what will make them come back again. So staff work out very carefully what customers want and need. They know that customers want to be served quickly and efficiently but sometimes the queue is too long because some tills are not utilised. This really annoys the customers and makes them to leave and maybe pay the money to another account they have in a different bank. Halifax should improve this by letting another member of staff cover for the other if they have gone for their breaks and by making sure that any member of staff who is off sick is covered by using staff who do shift work. 4. Providing credit facilities Halifax accepts payment in a variety of ways for example cheques, cash, account transfers. This makes payment more convenient for customers. In the 1990s, Halifax has been facing a great deal of competition and one way of attracting customers is to offer better credit packages than competitors. Actual details of credit terms have therefore become highly variable and now Halifax is trying so hard to provide the best deal. Halifax is required by law to publish the APR and this does allow some basis for comparison. APR (Annual percentage rate of interest). This shows the actual rate of interest that borrowers must pay on average over the full period of the loan. But in some cases, some customers do not receive their interests which cause complaints and this results to the business loosing customers if the others hear about one’s complaint. This is normally caused by errors on the computers, which they use to automatically offer interest to an account according to its type. So to improve this problem, Halifax management and staff should make sure that the machines are checked regularly to prevent unnecessary errors lik e that. 5. Credit They also offer credit cards to allow customers to buy goods and services and pay for them when they receive their statements from them, usually at the end of the month. When a customer uses a credit card to pay for an item the shop demands its claim for payment back to the Halifax that then pays the shop. Because Halifax must wait for payment from the customer, they usually charge the shop for the right to let customers use the credit card. This explains why the major supermarkets and a growing number of major stores are now offering their own credit cards. For some credit cards, a high rate is charged which makes Halifax lose its customers. They have improved this by putting the rates at a lower charge in order to attract more customers. 6. Administration This is the management of services that help to support the smooth running of department. Every department in Halifax carries it out. These general administration functions might include; 7. Reception This includes greeting people visiting a specific branch, dealing with their enquiries, and taking outside phone calls and connecting customers to right departments. It is also known as the customer service department. When customers come in the branch to make enquiries, in most circumstances there is a long queue. This really annoys customers in that they will complain and give pressure to the member of staff attending to them which will lead to her making mistakes and giving wrong or incomplete information to the customer she is serving. This can be improved by letting the members of staff who are available (not doing any work at that moment) to help out on the reception. This helps Halifax to deal with customers courteously and promptly. 8. Security Ensuring the security of the building property and staff. If there is no security in Halifax, people’s money will not be safe hence loosing customers because all they want is security and trust from the building society. To improve this, CCTVs are installed in the building to keep track of all that is going on in the premises. Most people who come into the Halifax and find it untidy and dirty get the wrong impression and neglect opening up accounts with them. This has been improved by arranging for outside contractors to clean the building, and cater for staff. The clerical work of making records managing records, filling, photocopying. Organising meetings, keeping minutes. Ensuring that internal communications (within the department) operate smoothing. Ensuring the department staffs arrive on time, have the facilities they need and have been paid. Each department will operate in a slightly different way, so it is highly that different departments will have some administrative tasks that are unique to that department, e.g. The human resources department will have to ensure that it has a complete and accurate database of all employees, with contact addresses and telephone numbers. 9. Providing an efficient service This is done when keeping appointments, Replying to enquiries within the shortest time possible, Fast, efficient and friendly service, helping and assisting the customer, answering all telephone calls within five seconds and following the basic principles when communicating with customers on the telephone. Sometimes all this is not done by the employees. They become rude to the customers and act like they have been forced to do their work. They do this by being very slow when serving on the checkouts and not speaking loudly and clearly on the phone. 10. Ensuring that replies to requests for information are with the customer within a reasonable period of time e.g. three days. Documentation is always up to date and accurate. Letters are addressed personally, well typed and without spelling errors. 11. Dealing with customer complaints Sometimes customers’ complaints are ignored or forgotten about because the member of staff has too much work to do which makes the customers loose interest in Halifax. This can be improved by setting up a Procedure for dealing with customer complaints and problems and since sometimes the procedure is not followed, they should improve this more by establishing a customer service department in each store, appointing a member of staff to be in charge of customer services, Communicating effectively with customers and ensuring that customer complaints are dealt with to the satisfaction of the customer. 12. Reliable systems, facilities and procedures Sometimes when customers come into a Halifax branch to open up an account, they find that the phone or computer does not work. This annoys them and either walk out or complain to the staff, which will disorganise the other services. That is if the customer makes a scene. This is improved up setting up quick and efficient technology with good backup, making sure that customer facilities are kept in good working order, by understanding of procedures by all employees The financial sector is a fast moving and rapidly changing environment. Many of these organisations rely on call centres to handle the huge numbers of enquiries received. Unfortunately high staff turnover is a major problem within many branches, so recruitment of the right candidates as quickly as possible is essential. Recognising the need to make quick recruitment decisions, that are valid, objective and more cost effective, Halifax Plc developed a new recruitment process, which met their criteria. Some years ago the Halifax implemented a competency-based application form, using job relevant competencies that are scored through a standardised procedure, and found they could make initial selection decisions quickly, confidently and objectively. For this project the Halifax saw the need to review their competencies in the light of organisational changes. They reviewed their initial selection process, to ensure that the competencies to be used were still appropriate given organisational changes, and the increased organisational emphasis was on business related competencies. The first stage involved reviewing a number of job roles to identify the key job tasks. The results from this early stage were used to develop a telephone checklist. The checklist is used as an initial sifting mechanism, aimed at ensuring that applicants are aware of job demands before they are sent the application form, thus reducing the administrative burden. Before the final structured application form was written a concurrent validation was conducted on a trial group of current job incumbents to identify the key competencies. It was found that specific competencies from the application form correlated highly with manager’s ratings of performance, additionally these competencies also correlated highly with the Customer Contact ability test scores of job incumbents. This suggested that people with higher scores on the competency based questionnaire and the ability tests are far more likely to perform better in the job than those applicants who perform poorly on the competency based application form. The Halifax is just one example of where Structured Application Forms have been used successfully. 12. Employee feedback system An employee feedback system is a structured approach to recording employees’ views and suggestions about the service provided and ways in which to improve that service. In Halifax, employees deal with the customers’ daily and therefore are able to provide useful advice and information to the employer about the views of customers and whether the service provided meets the needs of the customers. Very often, the employees can make valuable suggestions about how to improve the quality of service offered. 14. Quality review system This is a structured system in Halifax that enables an employer to determine the quality of service being offered to customers and the response of customers to that service. A check sheet or rating form can be used to identify the key areas to be audited. The manager will use the form to review at regular intervals the standard of service provided and customers’ responses against the criteria. An employer quality review system involves the manager being out where the customers are and seeing the activities taking place. The system involves the manager observing, examining and evaluating the quality of service offered by different employees in different sections or departments. The manager also listens carefully to customers’ questions, because the issues raised forms part of the evaluation of customer service. A description of any legal constraints affecting the customer service situation There are five main Acts of parliament Halifax knows and they understand the rights they should give to buyers. Most of these Acts are joined towards firms that sell products rather than service products. The sale of goods Act 1979 and 1995 One of the most important Acts today is the sale of goods Act 1979. It covers the fundamental requirements of purchasers, i.e. that goods must be: * As described which means that they should conform their description for example water proof must mean that the items do not leak. * Of satisfactory quality in relation to the price paid, the description, age of the item. * Fit for the purpose for which they are intended which means that goods must carry out the purpose they are made for, i.e. a pen must make a clear legible mark. * The goods must be for a specific purpose the buyer has made clear to the seller at the time of the sale. The supply of goods and services Act 1982 The service standards are affected by this Act. It states that all services should be carried out: * For a reasonable charge * Within a reasonable time * With reasonable care and skill * Using satisfactory materials The consumer protection Act 1987 This Act relates to price and safety. The consumer protection Act is enforced by Trading Standards Officers. It is also an offence not to cooperate with Trading Standards Officers during any investigation. Under the Act it is an offence: * To mislead consumers as to the price of goods, services, accommodation or facilities (e.g. by missing out the VAT when quoting the price) * To mislead consumers over sale prices and claim exaggerated price reductions * To supply goods which are not reasonably safe. The trade description Act 1968 This Act is designed to prevent the false or misleading description of goods, e.g.: * Selling goods, which are wrongly described by the manufacturer. * Implied descriptions, e.g. a picture on a box, which gives a false impression. * Other aspects of the goods, including quantity, size, composition, method of manufacture etc. Usually the spoken word of the seller overrides the written description of the goods as the buyer can rely on the expertise of the salesperson. However, this is obviously harder to prove if there is dispute. The consumer credit Act 1974 This is more applicable to Halifax and requires all businesses, which offer credit to have a specific licence otherwise they will be committing an offence. The Act provides for: * Customers who sign credit agreement in their own home to be allowed a cooling off period of five days. During this period the customer can change her mind or cancel the agreement without any penalties. * Customers to demand within 28 days that retailers provide details of the name and address of any credit reference agencies, which have been used to ascertain their credit worthiness. It is an offence for a retailer not to do this. * The credit reference agency to provide full details to the customer if the request is made in writing, and small administration fee is paid. Any incorrect information must be corrected if further information is provided by the customer. * Advertisements offering credit must include the title charge for credit and the APR (annual percentage rate of charge). The Act also restricts the way in which advertisements are worded and the prominence of financial information relating to charges. * Sellers must provide written details of credit terms if requested by the customer in writing or orally, either in person or on the telephone, unless such a quotation has already been provided. The Health and Safety at Work Act 1978 Not only do employees have a right to expect employers to provide a safe, working environment, they also have a responsibility to ensure the Health and Safety for existing and potential customers. The Health and Safety at Work Act requires employees to: * Take reasonable care for the Health and Safety of themselves and others who may be affected by what they do and what they fail to do. * Cooperate with employers in fulfilling their duties for Health and Safety. Employees who fail to comply with health and safety regulations may be prosecuted. The requirements basically mean that employees must not act recklessly at work. They must follow safety procedures. They must take reasonable care in carrying out their duties and employers should fulfil their obligation as prescribed in the Health and Safety at Work Act. The sex discrimination Act 1975 This Act makes it illegal for anyone to be discriminated against on grounds of gender either directly or indirectly. Even if this is done unintentionally, the organisation is still guilty. So Halifax has to comply with the provisions of this Act. Race relations Act The race relation Act is very similar to the sex discrimination Act. It makes it illegal to discriminate in the work place on the grounds of race, colour, nationality or ethnic origin. Disability discrimination Act Under this Act it is illegal to discriminate against a disabled person in the recruitment and selection process, the contract of employment and the conditions of pay, provisions of training and promotion opportunities, treatment with the workplace. Halifax is expected by law to comply with the provisions of the various Acts. The Health and safety Act 1978 affects both the internal and external customers. Implications of not complying with the provisions of the consumer laws or legal requirement are: * Costs: legal costs of going to court and compensation. * Bad reputation: Negative / Bad publicity hence loss of customers leading to the company collapsing. The roles of the employees in providing good customer service Internal customers Halifax has so many different branches throughout the UK. All of these are internal customers’ to the regional or ‘head office’. Staff working for Halifax are the internal customers. Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do. Recruiting the right people Recruiting the right staff is a crucial component of creating the workforce profile Halifax needs to achieve its organisational objectives and they take careful planning and consideration to recruit successfully. While Halifax wants staff who can do the job they’re offering and who are interested in it, the crucial factor in choosing the right team is personality. The managers can teach them the job, but they can’t teach them how to be the right person! Because managers are responsible for recruitment and selection decisions in Halifax, they are aware that hiring or losing staff can be costly, especially if they get it wrong. Smart appearance of all staff Customers will often assess the quality of Halifax by the appearance of the staff. This has been improved by providing them with uniforms which all of them have to wear and this helps the customers to recognise the members of staff easily. Politeness When employees understand and feel a part of the larger picture they provide better customer service because they feel better about their roles and understand the critical nature of their jobs to the overall success of Halifax. A positive and helpful attitude goes a long way toward having satisfied customers, and is important for a positive environment with co-workers. Employees in Halifax know that they should always be polite to customers and be very helpful. Arriving at work on time Employees make sure that they arrive at work on time because they know that if this is not done, they will lose customers hence loosing profits for they company. When they arrive on time, the branch is also opened on time. Teamwork Teamwork is an important part of building a quality Halifax. Having Halifax work like a team involves getting all of the team members to work together towards one common goal. Teamwork through employee training programs can help Halifax team achieve that goal. Teamwork helps the staff first identify the goal it is working towards, whether that’s increasing sales or improving customer service. Once the goals are identified, then they can work on whatever issues may be currently preventing them from achieving those goals. After those issues are addressed, the employees can more effectively work together as a team. Team works can build communication skills and employee motivation. Both of these items contribute to a more successful team and organisation. A successful organisation means more profits, happier employees, and fewer turnovers. The results from a team building exercise can actually help Halifax perform better as a whole. Halifax can benefit by taking time and resources to help their employees achieve their goals by putting them in training program and giving them skills they didn’t know they needed. Teamwork is part of an employee development program that can really benefit Halifax. Health and Safety Health and Safety policies are integral in Halifax business operation. They ensure that the law making employers responsible for the health, safety and welfare of all employees at work is followed. They also help employees to understand and accept their responsibility for their personal behaviour at work as it affects their own, and others’ health and safety. Good Health and Safety procedures ultimately save money and prevent lost time through injury and illness. Because Halifax has more than five employees, they have a written Health and Safety Policy and bring a published Statement to all employees’ attention. Employees are informed that behaviour against the Health and Safety policy is a disciplinary offence. Part of the Health and Safety procedure is to notify the appropriate enforcing authority for registration, at least one month before servicing starts. Authorities are: * Health and Safety Executive This body, besides providing information for businesses, ensure that Halifax meets the regulated standards for: * Escape routes * Storage of materials * Ventilation * Lighting * Hygiene Carrying out their duties All employees make sure that they carry out their specific duties. Managers should be able to carry out their duties by making sure that employees are happy. They can do this by: Motivation Halifax cannot succeed if their employees are motivated to do a good job. You can motivate employees in any type of work environment. Employee motivation is one of the many keys to Halifax’s success. Employee motivation can be achieved through a variety of ways. Employee training programs can be administered on a regular basis. Making an employee feel like they are an important part of Halifax also increases motivation. Appraisals In Halifax, members of staff are interviewed on a regular basis by their line manager and assessed on their performance. It is also an opportunity to discuss any problems and to determine any training and/ or training needs. Performance may be related to pay or bonuses. Care should be taken not present staff appraisal as a hostile or intimidating ordeal. Praise Managers make sure that they praise their staff when they have done well. This makes them happy and also do their job better because they know that their bosses appreciate. Training Managers in Halifax want to get the most out of your employees. Generally, the better their employees perform the better their department or company will do. In Halifax, it is not always possible to find someone who is perfectly suited to a job, with all the necessary skills and experience. They are likely to need some training. This is made even more likely by the fact that as working conditions change, due to new technology, reorganisation, expansion and so on, staff will need training to be able to meet the new challenges. Managers may also provide staff development to enable them to broaden their existing abilities and experiences and to help them achieve their potential for Halifax building society. Finally, motivated staff, teamwork, etc, ensures that employees are committed to their work. Commitment from and carrying out duties and responsibilities by all employees are the prerequisite for good customer service. Good customer service requires input from all employees, and not to be the duty of frontline staff alone.