Dear slave trade officer

I am writing to you in concern of the slave trade that you and other people around you are running. I think its appalling the way you treat the slaves. Interviewing some people who have been on the trip too Jamaica and witnessed the cruelty has told me plenty of terrible things. When you actually arrived at the African countries, you would just snatch African people from there home villages. Families would lose the mother or children and never seeing them again. How would you like it if someone came and took you away from your family? After that you would tie up inside wooden cages and laugh at them. They would be tormented and have racist comments shouted at them. This is a disgrace to mankind. You treated them like animals calling them monkeys because of the colour of their skin. There still humans. Once your sailors crammed the slaves into the boat they would be chained together. They would have to lie down for weeks. From what I have heard you have been able to stuff up to four hundred and forty slaves in one ship. A doctor who had been on the boat said, â€Å"The floor of the boat was covered in blood and mucus resembling a slaughter house. After fifteen minutes I was so overcome by the heat, stench and foul air, I nearly fainted. With assistance I got back on deck†. When you said you fed them with healthy food, all you did was give a bowl of mashed rice and some vegetables per every ten slaves. What's worse is that they got a bucket to use as a toilet but most of them couldn't reach it. One man commented on the revolting behaviour on board your boat,† On board, the common sailors are allowed to have intercourse with the black women slaves whose consent they can get even when they refuse†. I find this very inhumane and disgusting. Mr John Hammold told me about what you do with dead and sick slaves, â€Å"When a slave died on the ship, the sailors went down and unchained the body and dragged the dead out onto the deck and through the body overboard. The ship captained by Mr. Slater got his worst slaves, which was over fifty. He ordered his men to get them onto the deck and throw them overboard too. Some of the slaves happily committed suicide by jumping over the edge because of the extremely harsh conditions they were in. All of this was because he thought he didn't have enough water for the rest of the journey. But when we arrived it turned out that he had plenty of water left and claimed that the slaves was his cargo and that he could do what he pleased with it†. You think that these people are just like some cargo and that you can do what ever you want with it. There not, they are ordinary people with human rights. Mr. Smith who was watching the slaves come out of your boat told me that the slaves got branded. Twice! This is a type of torture! He said that you needed four of your men to stop them struggling. The screamed as the piercing pain hit them hard on the back. Then their new masters brand the slaves again. The slaves then get humiliated again by the public when they get sold at auctions. I personally saw people treating the Africans worse than animals by letting the public touch, poke and examine them. The crowd would then comment on the slave's condition. Families would treat an auction as a â€Å"family day out† when taking there children to the auctions. Once the slaves have been bought they loose every part of their identity. Their names would taken and replaced with traditional English names. There religion Is lost and they spend some of there free time at church on Sunday mornings. The punishments are dreadful. I have personally seen slaves being tied up by the hands and then whipped several times continuously. While the owner who thought he was a holy man did not want to be disturbed while reading! The way you and other people treat slaves is outrageous. There shouldn't even be slaves. Putting chains around their legs and treating them worse than animals. Making dirty money out of it all. The Africans you have kidnapped have committed suicide because they hate their lives so much. You call them second-class people when they are just as equal as you. They also have human rights. Slavery has got to stop and so have you and other people's racism and total lack of respect to other people.

Effects of Constantly Moving

â€Å"Move to a new country and you quickly see that visiting a place as a tourist, and actually moving there for good, are two very different things,† said Tahir Shah. Moving can always be tough event for children to cope with. Change can be difficult part of a person’s life, oftentimes quite harrowing. Some may find change to be a good thing but often times not a consistent transition. I, on the other hand, find it to be more of a regular transition. Moving has many consequences on an individual psychologically, economically, and physically. Moving frequently can have its plethora of disadvantages.People move for many reasons: such as a new job, to live in a better place, or to start a new life. Just as in anything else in life, there is a good side and bad side to moving. To have a place to call home is essential in the life of a person. People often take pride in the city that they are from. Human’s work off of routine and a sense of normalcy, which is drasti cally impacted through the constant occurrence of relocating. Moving frequently can affect a person’s lifestyle and way of life, such as changing friendships, affecting careers, and lowering happiness.There are many children in life who have to move to a new town during their childhood. While there may be those few children that get the privilege of not moving, most others have to move at least once in their child hood. Some children even have to move two, three, and sometimes more. When a child has to move from the town that they have grown up in, it has many effects on his or her life. These effects can greatly change a child and it can make a child feel like he doesn’t fit in. It can also make one have a hard time making new friends, especially at a younger age.Although, many times parents do not have much of a choice in the matter, they should really think about these effects on a child before they make the decision to move when their children are still, well, chil dren. The first disadvantage to moving frequently is that it is difficult to find friends or maintain friendships. It is natural for human beings to develop bonds and relationships with other people, such as friendships. Experiences such as family camping trips to the mountains form these bonds. When human beings are surrounded with other people they develop a sense of closeness. Through the lessons of life, people grow together.Children and adults alike find connecting bonds together. When someone moves it’s almost impossible to keep the sense of closeness that was once there. When relocating to a new city or neighborhood, people feel out of place and commonly don’t like their new surroundings. Finding new friends and replacing the bonds shared with a best friend seem almost impossible. A yearly event that many military families have to prepare for, is finding out where their next move will be. In the article, â€Å"Military children and PCS,† they claim  "Moving is a necessary and inevitable part of military life.It is also a very large emotional and physical challenge not only for you but for your entire family. †(Crooks) Growing up having a military father, staying in one state was hardly ever an option. Ever since I could remember, we consistently moved around the continent and to different countries. This effected my inner emotions and feelings. I can only remember a few childhood friends that I had, but my relationships with them would end when I had to move to the next city. Being an only child also adds stress; I was typical by myself a lot, and mildly shy.First coming to North Carolina was hard for our family; I was a freshman in High School. At that point in many high school students life, they had their cliques, already involved in extracurricular activities, and I was still trying to adjust to the different lifestyle. I often time spent my weekends staying home, and going out with my parents. I didn’t go to t he Friday Night Football games because I didn’t want to go by myself and I didn’t want to sit with my parents. Having to transition to different schools was hard. Coming into a new school, in the middle of the year, many of the children already have their own cliques.Teenagers are not always as friendly as we picture them to be but once I started to get involved in Cheerleading, and clubs I soon became friends with many of the girls from my team and the clubs. Life in high school was becoming more fun, interesting, and my grades were outstanding. When having to relocate, finances take in an enormous part. Moving is an expensive and time-consuming experience. You need to be prepared and organized, in order to make your move as cost-effective and stress-free as possible.From my many experiences of having to move, my parents always  tried to down size our amount of items in our house. We didn’t always know if we would move into a house or have to transition into an apartment. To make sure we had enough money, we would have yard sells. The money we would make would go to our expenses for driving from state to state. When we would get the privilege of knowing where we going to move months in advance, my mom would always see what kind of job she would be qualified for. My father, of course would have a job since we were moving due to his job, but for my mother on the other hand would often times be unemployed.Our first year of being in North Carolina, my mother was unemployed, which was very hard for her since she came from a manger position at a Texas bank. She would constantly go on websites to look for jobs that were hiring. She had a few interviews but sometimes she wasn’t qualified since she didn’t have a college degree. When she would have a job offer, she always made sure that they had benefits and wouldn’t settle for less than what she was use to. When she finally had a good offer from a daycare center, she made su re that she would eventually be able to become a full time working and have good hours.She had previous experience with the child care centers from different military bases, so she knew that would help her keep the job, achieve bonuses, and have a good standing with them. Before you transition to new environment, focus on setting a budget, to make your move a successful one. No matter how often families change residence, moving brings with it a variety of emotions and situations. It is often times very easy to get caught up in the moving checklist of boxes, cleaning, packing and moving and overlooks the emotions that are tied to the transition to a new location.When it comes to your children it is very important that you take the time to allow them to share their thoughts, feelings, and experiences related to the impending move and once you have arrived at your new location. Depression is common when child or families have to move away. â€Å"Even when the reasons for a move are go od (such as a promotion or better job for a parent) and you're excited about it, it's still a good idea to be prepared for unexpected changes. † Adolescents who frequently have to move experience anxiety: from having to move to an unfamiliar place.You regularly feel disoriented, like you do not have anybody to communicate with. When I was in elementary school, I would have to sit in the back because all of the other children already had their assigned seats. Being in the back wasn’t fun at all; the other children would often gawk back at you. When we were allowed to partner with other students, the other children already knew whom they wanted to be with and I would be alone. This played an enormous influence to me being timid, always having to make new friends, starting over, and having to be accepted by other children.Children may also feel anxious and sometimes even angry about a move. This may have a direct impression on a child’s emotional development. As a r esult, your child may develop insecure attachments with others and later have issues with trust. To help with the transition, Dr. D’Arcy Lyness recommends that parents encourage their children to talk about their feelings. Join and participate in volunteer missions, local organizations or family church activities. A child’s sense of security, endurance and confidence, all necessary ingredients for building solid self-esteem: is often affected by frequent moves.During this period, reassure your adolescent to frankly express all-powerful feelings to you, including sadness, excitement, fear and anger. Encourage friendships with children who will treat your son or daughter kindly. Any transition or change in a child’s life can cause estrangement anxiety. Common symptoms of separation anxiety include sleep disruption, changes in eating patterns, increased clinginess, and accelerated apprehensions about being alone and isolated. Education will always be important to p arents who have to move their adolescents.Moving can impact an adolescent's cognitive improvement. Studies done by the Center for Research on Child Wellbeing show that children in households that move frequently have lower grades and higher school dropout rates, on average . Moves undermine constructing academic skills during the formative elementary-level grades, when students absorb basic writing, reading and math skills. Frequent moves may also have an undesirable impression on communication skills for children of all ages forced to familiarize to new classroom environments and education styles.Educational programs can vary significantly between schools, so moving to a new school every few years can have a profound effect on a military child’s educational progress. For example, a student moving from a school that instills geography in ninth grade to a school that instills it in eighth grade might completely miss the subject if he moves between those years. Emotional and ph ysical struggles might also make it more difficult for him to fit in at school or focus on his education.However, schools in some areas with large military populations receive funding from the Department of Defense to design programs to help military kids with their challenges. On the other hand, a child may find that he is premature of the curriculum at a new school, resulting in dullness during teachings. An appointment to the new school proceeding to the move may also help tranquil your adolescent's angsts. My parents would constantly look up the finest academic schools in our new town, and try to find housing around that exact zone due to zonings. Before I moved to North Carolina, my parents gave me the choice between three high schools.In the end I choose Jack Britt High School, because they had abundant academics, athletics, and we had a four-class schedule instead of seven classes. Physically, a military move alters an adolescent's atmospheres, perhaps forcing him to leave pe ts, friends and family, and disconnecting them from accustomed locations. Children might experience headaches, stomachaches or other indications of the anxiety they are feeling. Some children even acquire depression or alteration disorders because of frequent moves, and these struggles might produce physical symptoms. Teens who move are most likely to exhibit symptoms of depression.Adolescents who move to a new location may also get into fights with other children or may experience harassment since they are the newest children in school or in a particular neighborhood. Military moves can positively affect children as well. It exposes them to many abodes, individuals and releases numerous experiences. It educates them to simplify because of the frequency of moves. It also lures the military family stronger as you realize to rely on each other. Military children acquire empathy, independence, strength of charisma and so many other constructive qualities as well.The most important enti ty to recollect is communication. Make sure you are talking and listening and understanding the feelings, apprehensions and joys and the military moving expedition can be a positive one. Moving is an opportunity for your adolescent to live in and discover a new city, perhaps even a new country, and its people. They may be exposed to new cultural traditions and interesting and different ways of life. It also is a chance to meet new natives and make new friends. Explain how the family will benefit from the move. When we moved to North Carolina it was a bit of a culture shock.I was now experiencing the more southern lifestyle. Until I moved to Fayetteville, North Carolina I hadn’t really seen a lot of dirt roads, or streets without streetlights. They do have streets here and there that do have streetlights but in California I’m used to streets having plethora of streetlights, usually ten to twenty on one street alone. A huge difference between California and North Carolin a is that North Carolina doesn’t have as many big highways; there are more of back roads. Moving may seem very detrimental when you initially envision of having to leave, but countless worthy effects can occur when you leave.You have the opportunity to start over and reinvent yourself, and optimistically revolutionize for the better. Many people who work regular day-to-day jobs usually stay in the same city for their whole life and don’t have much of an adjustment. Change when done the right way can be beneficial; it doesn’t always have to be a traumatic occasion. In the end moving isn’t always bad there are many great experiences that come out of it. You can always learn from frequently having to move and make the best of out it. For me I’ve had the privilege of being able to travel to many states and country.I wouldn’t trade the experience for nothing. I’ve had the pleasure of meeting many great people who have affected my life for the good and bad, but most importantly have taught me life lessons. If it wasn’t for my father being in the military I wouldn’t be as blessed as I am today. His sacrifices have given me many great opportunities. I’ve been able to travel to places that many young colleges student have yet to experience. For one I can say without traveling around the world I wouldn’t be the same person I am today, and I’m proud of what that those changes have taught me.

Chem Notes Igcse

Giant Covalent Structures There are 2 examples of Giant covalent structures: Diamond Graphite They are both  allotropes  of carbon, meaning they are  both different  types of the physical  form of Carbon. Diamond Structure: Giant covalent  lattice  of carbon atoms. Each Carbon atom is bonded to 4 others which tetrahedrally surround the atom. They have a  high melting point  as a large amount of heat energy is needed to break their bonds. They are  unable  to conduct electricity as they have no free mobile  electrons to carry the current.Diamond is very  hard  as there are many bonds within the substance. It is the hardest natural substance and is often used in drilling. Graphite Structure: Arranged in  layers  of atoms. Each carbon atom is joined to 3 others, leaving one outer shell electron on each carbon is free to move and able to cary the current. Therefore, they are able to conduct electricity. Graphite also has a high melting point for the same reasons as diamond. However, it is not hard like diamond but in fact very soft. There are weak forces between  the  layers of atoms.They  are able to slide over each other and therefore able to act as a lubricant. Covalent Bonding Definition:  When an atom shares one or more pairs of electrons between atoms to obtain the electronic configuration of a noble gas. Covalent bonds appear in  non-metals  and create  molecules. They can even appear in atoms of the same element,  H2. Molecule:  Two or more atoms  chemically  bonded together. The covalently bonded atoms are held together by  strong attraction  between the  bonding pair of electrons  and the  nuclei  of the atoms.Covalent bonds can be classified into  two  groups:  simple molecular  structures   giant covalent  structures Simple molecular Structures: They have low melting/boiling points due  to the fact that  there  are  weak  intermolecular forces of attraction. Although, they do have strong covalent bonds. Therefore, they need less heat energy to overcome and break the weak bonds. Some substances  sumblime  under heating. i. e. They turn directly into a gas from a solid. Giant molecular Structures:  See post on giant Molecular structures , Ionic BondingDefinition:  The transfer of one or more electrons between 1 atom to another Why? To obtain the electronic configuration of a noble gas. This  is because noble gases are inert/very unreactive. If an atom  loses  an electron then the atom will form a  positive  ion. This is because there are now more protons than electrons in the atom. If an atom  gains  an electron, the atom forms a  negative  ion as there are now more electrons than protons in the atom. The  charge  of an ion is related to where the element’s position is in the periodic table.

Drilling oil in the usa Essay Example | Topics and Well Written Essays - 750 words

Drilling oil in the usa - Essay Example According to the plan, oil will be drilled in the Atlantic coast, Alaska’s northern coast and Mexico’s eastern Gulf. This can only be achieved as long as the coastlines remain protected. Initially, oil drilling had been banned because of the environmental concerns. Oil spills imposed severe threats to the health and safety of the natural environment. Oil drilling in Pacific Coast, New Jersey northward and Bristol Bay of Alaska is still prohibited (Shannon). Through this plan, President Barack Obama intends to make US self sufficient for fulfilling its energy needs. However, there is dire need to formulate and implement energy policies that would ensure environmental protection and safety. Although the plans of President Obama aim at strengthening the economy of US in the long run, yet they are a big source of threat to the ever worsening environmental conditions. Until 1970, US had been producing enough oil to suffice its own needs. However, ever since 1970, US’s oil needs grew manifolds, and hence, the oil had to be imported. Oil production in US faced a sharp downfall after the collapse of oil prices in 1986. In 2000, the production of oil declined by 24 per cent as compared to its production rate in 1985 (Churchill). In 2000, the proportion of oil produced in US out of the total world’s production was no more than 12 per cent. The Energy Information Administration (EIA) had recorded that till 1 January 2000, the number of oil reserves in US were 21 billion barrels (Churchill). Oil reserves have been decreasing in number in US ever since, and the current plan is likely to cause more harm to the environment than good to the society because the oil reserves will soon vanish any way, but the harms caused to the environment in the course of their exploration would sustain for a long period of time, perhaps till the end of the world. There has been considerable protest against this policy. President Barack Obama had been watchful of the possible emergence of protests against the plan by the environmental agencies. He said these words in a speech explaining his consent on the security of energy, But the bottom line is this: given our energy needs, in order to sustain economic growth, produce jobs, and keep our businesses competitive, we're going to need to harness traditional sources of fuel even as we ramp up production of new sources of renewable, homegrown energy. (Obama cited in Shannon). This plan made by Presient Barack Obama has conventionally received a lot of criticism. There is no doubt in the fact that upon its implementation, the plan would impose serious environmental threats in US. In his speech, President Barack Obama does approve of the idea of looking for new and renewable sources of energy, but intends to change the oil attainment strategy meanwhile. Considering the extensively damaged environment, there is dire need to immediately discover and implement alternative sources of energy. As research is being done to find new ways, US should abstain from drilling oil and continue importing oil because the ultimate solution lies not in the use of oil, but in the use of alternative sources of energy. â€Å"The only real way to quit relying on foreign oil is to wean ourselves from oil" altogether† (David cited in The Week). Global warming is already a leading issue of the contemporary age. We can not afford to

California Pacific Medical Center Research Paper

California Pacific Medical Center - Research Paper Example †¢ Ownership: CPMC is owned by Sutter West Bay Hospitals in San Francisco. It is a private company that comes under the category of medical centers. At present Mr. Martin Brotman is the Managing Director cum President of these institutions. The top management of these hospitals consists of other five members also. †¢ Population served: Being a not-for-profit health system, the CPMC serves tens of thousands of patients and their families in cities and towns of Northern California. The doctors, health care service providers and hospitals of this institution connect resources and allocate know-how to improve the health care quality of the population over here. †¢ Accreditation received: For the services rendered by it, the Leapfrog group has recognized it as one of the top hospital in the country for safety and quality in the year 2010. The US News and World Report accepted the CPMC as one of the best hospitals that treat gastrointestinal disorders in the year 2008. In 2007, four neurosurgeons in CPMC received the Physician Recognition Award from the National Committee for Quality Assurance. In the same year, the hospital was also accredited with VHA West Coast Performance along with other five hospitals. In 2006, the Joint Commission certified CPMC as a Primary Stroke Centre for the commitment to excellence in stroke management. In the very same year it also received the recognitions like Accreditation by Society of Chest Pain Centers and United Health Premium Cardiac Specialty Designation. Users of health information Doctors and nurses: Each year the doctors and nurses of this institution learn more about what the patients expect fr om them. This also helps to teach the coming generation about the health care facilities provided by CPMC. Administrators: Administrators are informed about the changes taken place in the field of health care so that decisions can be taken in order to keep up to date with the changes. Support services: Support services use health information whenever they are called for assistance by any third party or the patient himself. External users: The health information will be helpful to outsiders in knowing how their health will be protected. Each time they visit a doctor, the hospital records it. This record contains a description of the

Speech Essay Example | Topics and Well Written Essays - 2750 words

Speech - Essay Example for charting all of the pertinent information specific to their patients and single handedly act as the liaison between the doctors and their patients. One would think that it would be the nurses who receive upwards of a half a million dollars a year along with private offices and reserved parking spaces. This is in fact, far from the reality of how the health care industry works. It is not an uncommon scenario to find an E.R. with full occupancy of its bays while still more patients poor through the door via ambulance. These patients are often stuck in the halls on cardiac monitors or in wheelchairs as they wait for the next bed to hopefully open up. While there is always an E.R. attending physician, it is the many R.N’s and L.P.N.’s that juggle the mass of sick patients which most hospitals never seem to be at a loss for. Nurses are essentially on the front lines of the medical industry and are paid little more than laborers and in some cases, they are paid less than laborers such as auto mechanics. It is relatively normal for an L.P.N. to make in the neighborhood of $16.00 an hour while an R.N. can command about $26.00 depending on years of

The Sociology of Nursing and Patient Care Essay

The Sociology of Nursing and Patient Care - Essay Example The essay "The Sociology of Nursing and Patient Care" follows an observational approach to analyze abilities of a nurse’s routine with this particular patient, using literary materials and a reflective type of perspective. The conclusion emphasizes how the use of sociological thought can be of benefit to the role of a nurse and the patient. The story of â€Å"Peeling the Onion† is about a young girl who has been in a severe car accident. The scenarios that transpire define how the role of nurses sociologically affect the patients own behaviors and emotions by the way in which the interactions take place. This poor girl is suffering from multiple injuries and is lucky to be alive; the nurses and medical doctors that are depicted in the story give rise to numerous concerns from a sociological context. Wright C. Mills coined theory of, â€Å"sociological imagination† gives clarification to this girl’s problem, as his theorization was designed to understand the social realization of individuals own adversities based upon the social position they might find themselves, such as in this young girl’s current predicament. One of the main negativities that are found in this girl’s circumstance is in how the nursing staffs relative indifference towards this patient makes her feel alienated, which could also pose as a complication from a cultural perspective since the racial identity is left to be questioned. Mills points out that it is the past experiences and history of them that affect individuals social perspectives the most.

Crime Scene Essay Example | Topics and Well Written Essays - 1500 words

Crime Scene - Essay Example While using blood to serve as evidence for the crime, the crime scene investigator (CSI) can use a scalpel, smear slides, scissors, tweezers, ultra violet light, sterile square cloths, luminol, and protective eyewear. It is also ideal to gather samples from suspected individuals or a living victim to facilitate in the comparison process. Since the victim is dead, it is the role of the CSI to ensure he uses either sterile square cloth, or small quantities of distilled water to facilitate in removing the blood from the victim’s body. The same process can be used in collecting blood from any other place that has blood contact. The blood gathered may be from a different person, where the laboratory performs a DNA analysis to compare with the blood gathered from the suspect. It would also be ideal if the CSI scrapes the nails of the victim because in case of a struggle, then the skin of the suspect, which would reflect his DNA, would be under the nails of the victim. This process would facilitate in gathering blood evidence concerning a crime scene and the potential suspect to the shooting incident. I am a crime scene investigator with more than 10 years’ experience in the undertaking investigations on various types of crimes. As a professional in this position, I have processed a variety of crime scenes, including outdoor crime scenes, indoor crime scenes, and conveyance crime scenes (such as vehicle burglary, carjacking, grand theft, homicide, and sexual battery). With this experience, I believe that the investigation I carried out pertaining to the crime is sufficient in giving testimony to this case that the offender was involve in the crime. ` To be a qualified crime scene investigator, I have undergone rigorous training in diverse fields. I have been subjected to demanding training, which has allowed me to portray moral character, good repute, high integrity, and

Managing Information 1 Assignment Example | Topics and Well Written Essays - 2500 words

Managing Information 1 - Assignment Example It is important because in the absence of long term information and corporate strategies, it is not possible for the company to succeed (Faulkner, 2013). ALIGNMENT STRATEGIES Companies adopt different alignment strategies because there is no single structure for a business strategic plan that would fit with every company effectively. An effective information and corporate strategy must communicate effectively among all levels of employees whether they are management or are in the rank and file. Currently it is a recognized fact that knowledge is essential for managers for their organizations to survive and prosper. Information systems are also important for the effective implementation of corporate strategies because it controls organizational ability and enables competitive advantages to companies. A strategic plan is not the same as an operational plan because it is creative and perceptive and evaluates things in the long run (Aloufi & Kabir, 2013). Case Study The role of informati on management is to support corporate strategies. This case study is about â€Å"Tree Top Incorporated†. The company needed to improve the customer services to increase revenues and also to for greater margins for stock-holders. They decided that replacing their existing software would upgrade business processes because their current software was not adequate to meet customer demands. The management of Tree Top Inc also perceived this as an opportunity to move forward their corporate goals by aligning the new software with corporate strategies. Although they had decided to change their existing systems in phases, they had to make sure that the new systems would get the desired results in the shortest time possible. They also had to ensure that the new system would help measure their progress in the achievement of their goals. The management decided that â€Å"Intentia† Application Suite suited their requirements because it was designed specifically with aligning market ing information with corporate strategies (Thompson, 2006). Planning the Strategy To implement the new marketing software with corporate goals, a team of Tree Top and Intentia started the project. The team met separately for each business operation and met with respective management representatives for each operational activity. The first and most important aspect was to include Tree Top’s business strategies in software such as how many people were involved in monthly estimation of the amount of product to be created and sold. This included other data, such as product groups, markets, locations and monetary information. It was also recommended that customer service be calculated by â€Å"crucial functioning conditions†. Overeaters Anonymous (OA) recommended operational activities that had a direct bearing on â€Å"Key Performance Indicators† such as improving order entry/maintenance which would work very well with the order metric. This could probably mean that maintenance improvements the company’s return on equity. Other essential business activities such as sales, production would improve by selecting the appropriate personnel to implement the best practices which would in essence improve overall corporate strategies which numbered around thirty five best practices . It was practically not possible to implement all thirty five best practices, so it was decreased to the nine best practices w

Port Management Essay Example | Topics and Well Written Essays - 2000 words

Port Management - Essay Example These include increased competition among ports, changes in transport technology and ports, and internal competition for global markets. Over the recent years, lending agencies and governments have come to agree on the view that the participation of the private sector can be a powerful tool for improving the performance of port assets. Many government officials and port managers believe that privatization is the only way in which the performance of public port organizations can be improved. This view emerges from the believe that some specific characteristics of the private sector are very critical in the achievement of the desired commercial success in ports. Currently, many ports have undergone reformations with an aim of reducing the role of government in port operations. In this case, the government is supposed to maintain the landlord function only. Port reform also enables a port to obtain financial autonomy and achieve increase productivity. The aim of this report is to analyz e the benefits and burdens of port reform with respect to existing forms of reform. The main objective of the report is to analyze the benefit offered by each form of port reform. Finally, the paper determines if the benefits of port reform overweigh its burdens. 2.0 Benefits of port reform 2.1 Forms of port reform strategy The overall benefit of port reform is improved operational and organizational performance. This can be achieved through the adoption of an appropriate form of port reform strategy. These forms include commercialization, privatization, corporation, liberalization or deregulation port services and modernization of Port Administration and management. These strategies present different benefits hence they are normally chosen depending on setting of the specific port. 2.1.1 Commercialization In commercialization, a public port is not changed into a private company. However, the port authorities apply accounting and management principles which are similar to those of p rivate companies. The main benefits that commercialization offers to a port is the attainment of increased accountability and autonomy in terms of decision-making and overall performance. This means that a port is free to adopt the characteristics and practices of private sector and the end results of such step improved efficiency and profitability. Commercialization as a reform strategy is characterized by decentralization of the decision-making process. This means the port management does not have to wait for a government dictate each and everything that happens in the port. Instead, they are able to make prompt decisions or change former decisions as dictated by circumstances. Decentralization also encourages specialization which is important in the delivery of quality services or leadership. Gos (1990) states that the involvement of government in port management complicates the hierarchy of its management hence commercialization as a port reform strategy therefore helps to relax this hierarchy. This enables the port management to exercise more control over, procurement and purchasing, budgeting, hiring and firing, maintenance strategies and

Human Population Growth Essay Example for Free

Human Population Growth Essay No matter what organism you are talking about, all living things possess the ability to reproduce. This comes in two forms. The first form of population growth is Exponential Population Growth. The second is Logistic Population Growth. Exponential population growth refers to when a population is not subject to any limiting factors, it will grow and expand exponentially even past the capacity of the environment to sustain. Rabbits are a good example of this form of population growth, â€Å"Thus, the exponential growth model explains how a few dozen rabbits can multiply into millions and overrun a continent. † (Simon, Reece, Dickey, 2010) Logistic population growth refers to when a population reaches the capacity of the environment to sustain, the population growth declines. Fur seals of St. Paul Island are a good example of this, â€Å"After hunting was controlled, the population increased rapidly until about 1935, when it began to level off and started fluctuating around a population size of about 10,000 bull seals—the carrying capacity for St. Paul Island. † (Simon, Reece, Dickey, 2010) Humans tend to exhibit exponential forms of population growth. We rapidly reproduce and expand, exceeding the carrying capacity of the environment. This leads to us spreading to other areas and exceeding the carrying capacity there as well.

The influence of airline service quality on passenger satisfaction and loyalty Essay Example for Free

The influence of airline service quality on passenger satisfaction and loyalty Essay The current issue and full text archive of this journal is available at www.emeraldinsight.com/1754-2731.htm TQM 25,5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School, Kampala, Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected mainly by interview method using fully structured questionnaires. Design/methodology/approach – The study used random sampling technique and it covered 303 respondents on international flights using Entebbe International Airport. Data were analyzed using statistical package for social sciences 16, were w2 was used to test the hypothesis and regression analysis was performed to examine the relationships between variables. Findings – Findings indicated that the quality of pre-flight, in-flight and post-flight services had a statistically significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. It was noted that passenger satisfaction differed from person to person as some were more interested in off board facilities, others onboard, others in the quality of food while others wanted more extra luggage. Originality/value – It was recommended that airline management should consider developing various strategies for  improving service quality based on demographic characteristics of the customers such as occupation, age, gender and education level. Keywords Customer loyalty, Customer satisfaction, Airline service quality, Competitiveness, Airlines, Uganda Paper type Research paper The TQM Journal Vol. 25 No. 5, 2013 pp. 520-532 r Emerald Group Publishing Limited 1754-2731 DOI 10.1108/TQM-11-2012-0092 Introduction Nowadays the airline industry is characterized by heavy regulations which limit airlines’ room for maneuvering and accessing global markets compared to other industries which have paved ways for companies to transform into global players. This has prevented airlines from becoming truly global businesses by impeding crossborder merger and acquisition activities (Hanlon, 2007). To overcome the restrictions imposed by this nationality rule, airlines formed global alliances as a means to secure some of the benefits of a larger size and scope offer. Three major alliances namely Star Alliance, Oneworld and Sky Team now dominate the competitive landscape (Doganis, 2006). Airlines furthermore have to cope with marginal profitability (Hanlon, 2007). Therefore the delivery of high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure (Ostrowski et al., 1993). Moreover airline passengers can experience many service encounters with front-line employees as well as in-flight attendants, this is called â€Å"moment of truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations over a number of quality attributes (Gronroos, 2000) hence there is need to examine the influence of airline service quality on passenger  satisfaction and loyalty because customer satisfaction holds a significant importance in corporate sector. The airline industry in Uganda Uganda is a landlocked country, air transport is therefore of strategic importance to the nation as it guarantees an alternative gateway to the rest of the world. It provides the most efficient and quickest transport means to Uganda and from the country to the rest of the world. The development of a safe, efficient and reliable air transport industry is thus among government’s priority programmes and Uganda’s geographical location in the heart of Africa gives Entebbe International Airport greater advantage for hub and spoke operations in especially the great lakes region (Uganda Civil Aviation Authority, 2012). Uganda’s official national carrier Uganda Airlines was liquidated in May 2001 after 24 years of operations. Attempts were made by the Ugandan Government to privatize the company, however, all interested parties which included British Airways and South African Airways pulled out leading to the carrier’s demise (Centre for Aviation, 2012). Problem sta tement Excellent passenger satisfaction is one of the greatest assets for air businesses in today’s competitive environment, the on board experience is still something special for the customer, if the passenger is not satisfied with the quality of service, they will reconsider the buying decision for further flights and will probably switch to another airline (Archana and Subha, 2012). The research related to service quality and customer satisfaction in the airline industry has been growing in interest because the delivery of high service quality is essential for airlines’ survival and competitiveness (Archana and Subha, 2012). A number of studies examining the effect of airline service quality on passenger satisfaction have been carried out in other countries, for example, Archana and Subha (2012) carried out such study in India, Huang (2009) in Taiwan, Munusamy et al. (2011) Malaysia, Ahadmotlaghi and Pawar (2012) India and Mohsan et al. (2011) in Pakistan and none of such s tudy has been carried out in Uganda’s airline industry which is a great motivation for this study. General objective The general objective was to examine the influence of airline service quality on passenger satisfaction and loyalty. Specific objectives (1) to analyze the effect of pre-flight service quality on passenger satisfaction; (2) (3) (4) to examine the effect of in-flight service quality on passenger satisfaction; to analyze the effect of post-flight service quality on passenger satisfaction; and to assess whether passenger satisfaction has a significant effect on passenger loyalty. Literature review and hypotheses The aviation sector The aviation sector has become the most important segment in the economic development of a nation. It plays a vital role in moving people or products from one place to another, be it domestic or international, especially when the distances involved are far. In a highly competitive environment the provision of high quality services to passengers is the core competitive advantage for an airline’s profitability and sustained growth. Since the air transportation market has become more Airline service quality 521 TQM 25,5 522 challenging, many airlines have turned to focus on airline service quality to increase service satisfaction since service quality conditions influences a firm’s competitive advantage by retaining customer patronage and with this comes market share (Archana and Subha, 2012). Therefore delivering quality airline services to passengers is essential for airline survival, since passengers are becoming increasingly sensitive to quality. Definitions of service quality, customer satisfaction, customer loyalty Service quality can be defined as a consumer’s overall impression of the efficiency of the organization and its services (Park et al., 2004) or as a chain of services in which the entire service delivery is divided into a series of processes (Chen and Chang, 2005). Most definitions of service quality depend on the context and therefore focus on meeting the customers’ needs and requirements and how well the service delivered matches the customers’ expectations of it. In the airline industry, service quality is composed of various interactions between customers and airlines with employees seeking to influence customers’ perceptions and the image of the carriers (Gursoy et al., 2005). Though price is increasingly used as the primary way to attract customers; some airlines are looking more to service quality to get a competitive edge by distinguishing their products because competitors are relatively efficient in responding to price changes ( Jones and Sasser, 1995). These airlines’ competitive advantage lies in their service quality as perceived by customers (Chang and Yeh, 2002). Therefore ensuring quality service is the key for survival of all businesses/industries dealing in service offerings airlines inclusive. Oliver (1981) defined satisfaction as â€Å"a person’s feeling of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations†. While Hansemark and Albinson (2004) defined it as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive regarding the fulfilment of some needs, goals or desire. The definition provided by Oliver (1981) has been used for  this study. Therefore it is very important to satisfy customers because nowadays most of them have exposure to a variety of information, they are more familiar with the present trends in technology, very well educated and more demanding in the products and services they require. Customer loyalty can be defined as â€Å"a deeply held commitment to re-buy or re patronize a preferred product/service consistently in the future, thereby causing repetitive same-brand purchasing despite situational influences and marketing efforts having the potential to cause switching behavior† (Oliver, 1997). Chin (2002) stated that an attractive frequent flier program (FFP) could actually contribute to increased loyalty from the repeat business of an increased number of customers and numerous studies have revealed that customer satisfaction positively affects loyalty (Mohsan et al., 2011; Fornell, 1992; Anderson and Jacobsen, 2000). Therefore airline companies need to review and re-examine their strategies in order to sustain customer loyalty. Effect of pre-flight service quality on passenger satisfaction In order to achieve customer satisfaction, organizations must be able to build and maintain long-lasting relationships with customers through satisfying various customer needs and demands which resultantly motivates them to continue to do business with the organization on an on -going basis (LaBarbera and Mazursky, 1983). Therefore it is presumed that pre-flight service quality has a significant effect on passenger satisfaction, thus: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. Effect of in-flight service quality on passenger satisfaction Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Airline passengers may experience many service encounters with in-flight attendants, this is called â€Å"moment of  truth†. Passengers may judge or evaluate airline service quality through a comparison between their experiences and  ¨ expectations, over a number of quality attributes (Gronroos, 2000) since most services are intangible. Thus because of this intangibility, most companies find it difficult to understand how customers perceive their services. Therefore in-flight attendants should focus on tangibles by communicating to the customers the features of the service being provided. Thus it is presumed that in-flight service quality has a significant effect on passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. Effect of post-flight service quality on passenger satisfaction An after-sales service constitutes a means to uncover extra customer needs and a strategic driver for customer retention. Oliver (1997) demonstrated that extremely satisfied customers are much more likely to remain loyal to firm than those who are merely satisfied. Hence it is presumed that post-flight service quality has a significant effect on passenger satisfaction: H3. Post-flight service quality has a positive significant effect on passenger satisfaction. Effect of passenger satisfaction on passenger loyalty A study by Mohsan et al. (2011) revealed that customer satisfaction was positively correlated with customer loyalty. It further stressed that, there was need for airline companies to always look into the needs and demands of their customers in order to survive and compete successfully in today’s dynamic corporate environment. While Fornell (1992) found that high customer satisfaction would result in increased loyalty for the firm and that customers would be less prone to overtures from competition. Thus the underlying assumption is that passenger satisfaction is positively associated with passenger loyalty: H4. Passenger satisfaction has a positive effect on passenger loyalty. Conceptual framework It gives a more detailed insight on the variables that influence passenger  satisfaction and loyalty in the airline industry based on pre-flight service quality, in-flight service quality and post-flight service quality. The variables were developed from the extensive review of literature related to the study (Figure 1). 523 TQM 25,5 524 Figure 1. Airline service quality Pre-flight Service †¢ Reliability †¢ Responsiveness †¢ Discounts In-flight Service Quality †¢ Tangibles †¢ Courtesy †¢ Language skills H1 Passenger Satisfaction H2 H4 Passenger Loyalty Post -flight Service Quality †¢ Frequent flyer programs †¢ Timeliness H3 Pre-flight service quality Quality of service is very important in ensuring customer satisfaction because frequency of bad experiences will impact a customer’s perception on the company (Munusamy et al., 2011). For example, if customers receive rude services from the same airline consistently they will be dissatisfied with the services and eventually, these customers might decide to take their businesses elsewhere. Therefore in this study, it is anticipated that pre-flight service quality (such as reliability of airline web site, discount offers, responsiveness to emergency situations like cancelled flights and baggage allowance have an influence on passenger satisfaction and loyalty). In-flight service quality In a study by Ng et al. (2011) stated that in-flight services offered by flight attendants affected customer satisfaction. Therefore in order to develop a good customer service, the in-flight crew should put emphasis on tangible cues in order to create a strong organizational image. Hence it is suggested that in-flight services such as (safety percussions, seat comfort, quality of food, in-flight entertainment services, language skills and courtesy of in-flight crew) affect customer satisfaction. Post-flight service quality Post-flight services like offering FFP, promptness of baggage delivery and retrieval are regarded as important factors that have an impact on establishing good relationships with customers which eventually influence satisfaction and loyalty. In order to survive and grow, airlines regardless of place of operation, have to be both internationally competitive and must continuously improve all aspects of their operations (Doganis, 2006). Research methodology Research paradigm Positivist paradigm was adopted because it relies mainly on statistical and quantitative estimations to arrive at a conclusion. Population and unit of analysis The population was made up of 13,558 passengers based on Uganda’s international seat capacity per week by carrier for the selected airlines between 28 November 2011 and 4 December 2011 (Centre for Aviation, 2012). It comprised of international passengers who had at least travelled once in the last 12 months with the selected airlines operating at Entebbe International Airport. This meant that the participants had a clear view about airlines’ services. These airlines included: Air Uganda, Precision air, Kenya airways, Rwanda air and Fly 540. In order to ensure fairness and accuracy of the study, airlines registered within East Africa were chosen. Compared to other regions in Africa, East Africa forms a relatively homogeneous group of countries in many respects. This homogeneity creates a favourable environment towards the emergence of an integrated air transport market. Entebbe airport was chosen because it is the one that handles international flights in Uganda. Sample design This study adopted convenience sampling. Sampling was done by interviewing randomly selected passengers, waiting for their flights at different times of the day, on every day of the week, during the period 19 July to 15 August 2012. A structured questionnaire was used for data collection. The questionnaire was divided into five sections, the first section was about the demographic profile of respondents and second, third and fourth sections were designed to evaluate passengers’ overall experiences with the quality of services they had received from the airlines and the last was dealing with the effect of passenger satisfaction on passenger loyalty. Sample size Krejcie and Morgan (1970) table was used in determining the sample size of a randomly chosen sample from a given finite population of 13,558 based on Uganda’s international seat capacity per week, by carrier for the selected airlines between 28 – November 2011 and 4 –December 2011 (Centre for Aviation, 2012). Krejcie and Morgan (1970) table indicates that if the study population size is 13,558, a statistically representative sample size should be 378 respondents. However, out of the 378 questionnaires that were  distributed, a total of 303 questionnaires were complete and had valid responses, 75 questionnaires were incomplete hence they were removed. The number of passengers sampled per airline was based on how busy the airline was at the airport during the period 19 July to 15 August 2012. The actual sample size of 303 respondents was valid for this study, because studies which had dealt with passengers as a unit of inquiry had relatively dealt with sample sizes ranging from 270 to 602, for example, Archana and Subha (2012) sampled 270 respondents; Munusamy et al. (2011) sampled 300 and Huang (2009) sampled 602 respondents. Also (Roscoe, 1975 in Sekaran, 2003) proposed some rules of thumb in determining sample size of which one of it stated that, â€Å"sample sizes larger than 30 and o500 are appropriate for most researchers†. It has also argued that in order to use w2, the overall number of items should be at least 50 (Kothari, 2004) hence the actual sample was fairly enough and suitable for models which were to be used in data analysis (Table I). Data collection methods Data were collected using both primary and secondary data sources. Primary data were collected through the use of structured questionnaires which consisted of five sections on the following aspects: respondents’ profile, quality of pre-flight services, in-flight services, post-flight services and the effect of passenger satisfaction on passenger loyalty. The questions were phrased in the form of statements scored on a five-point Likert type scale, ranking from 1 â€Å"strongly disagree† to 5 â€Å"strongly agree†. The study was conducted in the departure hall of Entebbe International Airport. Questionnaires were distributed to respondents who had under taken at least one international flight in the previous 12 months with the selected airlines. Face-to-face Airline service quality 525 TQM 25,5 Carrier airline name 526 Table I. Sample frame Population (total number of seats per week) between 28/11/11 and 4/12/11 Intended sample Actual sample Air Uganda Kenya airways Precision air Rwanda air express Fly 540 aviation Total 4,392 6,280 564 948 1,374 13,558 72 158 65 51 31 378 58 127 52 41 25 303 interviews of passengers waiting for their flights were conducted at Entebbe airport. A total of 303 sets of usable questionnaires were successfully collected yielding a response rate of 80 per cent. To reduce the refusals to participate or to answer specific questions, the researcher contacted passengers politely by explaining the purpose and contribution of the research. Reliability and validity Cronbach a was used to test the internal consistency for all items under respective variables. Hair et al. (2006) suggested that Cronbach’s a coefficient over 0.6 is adequate for basic research. The reliability of each construct was assessed by using Cronbach’s a measure which in the experiment was ranging from 0.645 to 0.850, indicating that the scale are internally consistent and reasonably free of measurement error. To ensure the perfection of the study tool, a pilot study was also conducted (Table II). Data analysis Data were analyzed using statistical package for social sciences (SPSS) version 16. w2-test was used as a way of testing the hypothesis and regression analysis was performed to examine the relationships between variables. This is in line with what was used in similar empirical studies, for example, Munusamy et al. (2011) used Pearson correlation and multiple regression analysis while Mohsan et al. (2011) used Microsoft excel and SPSS 16 to analyze data. Descriptive statistics was used to provide an overview  on the profile of international passengers using Entebbe International Airport. Interpretation and discussion of findings Hypotheses results w 2 was used in determining the relationships and significance of the variables. Testing of hypotheses was at 95 per cent level of confidence interval and results from this were Sl.No Table II. Reliability of various service factors Factors I II III IV V Pre-flight In-flight Post-flight Passenger satisfaction Passenger loyalty Number of statements Number of cases Cronbach’s a 8 8 3 3 6 303 303 303 303 303 0.723 0.819 0.645 0.704 0.850 used to reach the conclusions. To verify the causal relationships, regression was used for determining the correlation coefficients amongst variables: Airline service quality H1. Pre-flight service quality has a positive significant effect on passenger satisfaction. In the study, respondents were asked to express their opinions on different items that measured pre-flight service quality on a five-point Likert scale that ranged from 1 (strongly disagree) to 5 (strongly agree). Results showed that seven out of eight measurable indicators of pre-flight service quality had a significant effect on passenger satisfaction since they scored w2-values that were above the table value of 26.296 and also registered significant values less than the critical value of 0.05. It can therefore be concluded that pre-flight service quality has a positive significant effect on passenger satisfaction. This is in line with findings by (Munusamy et al., 2011) whose results showed that pre-flight service  quality had a positive impact on customer satisfaction. These results imply that if airline companies are to achieve a high level of customer satisfaction, they should deliver a high level of service quality, as it is normally considered an antecedent of customer satisfaction. In addition to the w2-test, correlations of indicators of pre-flight service quality were regressed against passenger satisfaction to confirm the results got from the w2-tests. Regression results showed that there was a significant positive relationship between pre-flight service quality and passenger satisfaction. Findings also indicated that from among the measurable indicators of pre-flight service quality prompt response to emergencies (r  ¼ 0.434) and reliability of airlines’ web site (r  ¼ 0.429) were among the strongest contributors to passenger satisfaction compared to price charged (r  ¼ 0.337) and baggage allowance (r  ¼ 0.122). Results therefore implied that improvement in the quality of pre-flight services offered by airline companies would result into passenger satisfaction: H2. In-flight service quality has a positive effect on passenger satisfaction. From the respondents’ opinions, all the measurable indicators of in-flight service quality had a p ositive significant effect on passenger satisfaction since they all registered significant values of 0.000 that were less than the critical value of 0.05. This concurs with the findings by Ng et al. (2011) who confirmed that in-flight services offered by flight attendants affected customer satisfaction. The findings imply that inflight services are one of the key drivers of ensuring passenger satisfaction (Table III). Additional analysis was performed were in-flight variables were cross-tabbed and regressed against passenger satisfaction in order to confirm the results got from w2-tests. Results from table below at 95 per cent confidence interval revealed that indeed in-flight service quality had a significant effect on passenger satisfaction because all significant values were 0.000 which was below the critical value 0.05 that is to say ( po0.05). This therefore confirmed that there was a significant positive relationship between in-flight service quality and passenger satisfaction. Amongst the in-flight variables, comfort and cleanliness (r  ¼ 0.460), safety (r  ¼ 0.400) and quality of food (r  ¼ 0.397) had more impact on passenger satisfaction compared to employee appearance and crew uniforms (r  ¼ 0.268) This therefore implies that airlines should improve on their inflight services, for example, quality of food, safety measures and comfort of seats since they have higher impact on passenger satisfaction (Table IV): H3. Post-flight service quality has a positive significant effect on passenger satisfaction. 527 TQM 25,5 In-flight service quality variables 1 2 3 528 4 5 6 7 I feel safe when I fly with this airline The aircraft has clean and comfortable  interiors and seats. Employees of this airline appear neat  and tidy The airline provides quality food  The cabin crew of this airline is  friendly and has good language skills. The airline provides good in-flight  services consistently My in-flight experiences with this  airline has exceeded my expectations The in-flight services that this airline  offers are worth what I pay for Table III. 8 w2-test for in-flight service quality and passenger satisfaction Note: *Critical value at 0.05 significance  ¼ 26.296 w2 Df Sign Status 16 0.000 Significant 1.500E2* 16 0.000 Significant 1.192E2* 99.534* 16 16 0.000 0.000 Significant Significant 1.296E2* 16 0.000 Significant 79.790* 16 0.000 Significant 89.575* 16 0.000 Significant 69.843* 16 0.000 Significant R R2 Significance 0.400 0.460 0.160 0.212 0.000 0.000 0.268 0.397 0.072 0.158 0.000 0.000 0.365 0.380 0.133 0.144 0.000 0.000 0.355 0.126 0.000 0.301 0.507 0.091 0.257 0.000 0.000 85.831* In-flight service quality variables 1 2 3 4 5 6 7 Table IV. Regression of in-flight service quality on passenger satisfaction 8 I am less worried when I fly with this airline because I feel safe when I fly with it The aircraft has clean and comfortable interiors and seats Employees of this airline appear neat and tidy and I like the crew uniforms The airline provides quality food (Cuisine ) and beverages The cabin crew of this airline are friendly and have good  language skills The airline provides good in-flight services consistently My in-flight experiences with this airline has exceeded my  expectations Considering the in-flight services that this airline offers; they are worth what I pay for Overall in-flight service quality From Table V, all the three post-flight indicators registered w2-values above the table values of 26.296 and indicated significant values less than the critical value (0.000o0.05). These results indicate that the quality of post-flight services has a significant effect on passenger satisfaction. Oliver (1997) demonstrated that extremely satisfied customers were much more likely to remain loyal to firm than those who were merely satisfied. Therefore this implies that a company has to create customer relationships that deliver value beyond those provided by the core product (Table V). Further analysis was performed to identify the causal relationship amongst these variables were by indicators of post-flight service quality were regressed on passenger satisfaction. Results indicated that there was a significant positive relationship between the quality of post-flight services and passenger satisfaction. From the indicators of post-flight services, passenger comments and concerns (r  ¼ 0.503) had more predictive power on passenger satisfaction because it had a higher correction coefficient compared to the FFP (r  ¼ 0.325): Airline service quality H4. Passenger satisfaction has a positive effect on passenger loyalty. Results from Table VI show that passenger satisfaction has a significant effect on passenger loyalty. This concurs with previous studies by Parasuraman et al. (1988) and Anderson and Sullivan (1993) who concluded that customer satisfaction was one of the major determinants of customer loyalty. This aspect is strengthened by Lin and Wang (2006), whose study concluded that customer satisfaction influences customer loyalty. This relationship has been investigated in previous studies for example findings by (Yang and Peterson, 2004) suggested that customer loyalty can be generated through improving customer satisfaction and offering high product/service value. Therefore delivering high quality in the airline industry should be recognized as the most effective means of ensuring customer satisfaction and loyalty. 529 Conclusion In general the study findings have coincided with other studies that the quality of airlines’ services has a significant influence on passenger satisfaction and loyalty. Findings indicated that pre-flight, in-flight and post-flight services had a significant effect on passenger satisfaction. In addition to that, passenger satisfaction as a mediating variable also had a significant effect on passenger loyalty. The study results imply that airline marketers should develop various strategies to improve service quality, for example, meeting passengers’ desired service levels, improving the quality of in-flight meals, solving service problems effectively, developing convenient reservation and ticketing systems, making convenient schedules for passengers and reducing the effect of service failures as these directly affect passenger satisfaction and loyalty. Implications of the results to the various stakeholders Managerial implications to the airline companies The results of this study highlight to management that safety and security are the most important in-flight service quality dimensions in international  air travel as perceived w2 df Sign Status 62.255* 66.676* 1.316E* 16 16 16 0.000 0.000 0.000 Significant Significant Significant Post-flight service quality variables 1 2 3 The airline has a sound loyalty programme to  recognize you as a frequent customer This airline has efficient baggage handling My concerns are highly valued by this airline Note: *Critical value at 0.05 significance  ¼ 26.296 Passenger satisfaction variables 1 2 3 In comparison to other airlines, am satisfied with the  airline’ services Am satisfied with this airline’s personnel This airline values customers’ comments w2 df Sign Status 1.560E2 89.604 1.100E2 16 16 16 0.000 0.000 0.000 Significant Significant Significant Table V. w2-test results for post-flight services and passenger satisfaction Table VI. w2-test results for passenger satisfaction and passenger loyalty TQM 25,5 530 by airline passengers. This may be as a result of the 11 September 2001 terrorist attacks, the Iraq War and the constant threat of terrorism. To address the public’s growing concern about air travel safety, airlines should be receptive to consumer input. Airlines should inform the public of their continuous drive to provide a safer flying environment and should publicize the security improvements of the international air travel industry to boost consumer confidence. Government policy makers Government should reduce on the ill-conceived policy initiatives that over-regulate and excessively charge high taxes from airline companies as this limits airlines registered within East Africa from competing effectively with other airlines from other nations due to economic hardships. This prevents aviation from being the catalyst for economic growth. Based on the study findings, the effect of airline service quality on passenger satisfaction and loyalty imply that a company with good airline services is more likely to stand out in the market place because it draws both repeat customers and trial users Therefore airline companies should strive to be consistent with the quality of services they offer to their passengers. Recommendations Customers have to be actively involved in the service process to ensure their satisfaction and commitment (loyalty) in the long run. The coordination of the different airline service components, as well as their incorporation in a clear and integrated communication strategy further supports the creation of a harmonious brand image in customers’ minds, which is the basis for the development of relationships between customers and the airline and, this could result into the development of true customer loyalty. Airline companies should strive for value creation and appropriate allocation of resources in international air travel by creating more realistic consumers’ expectations about the promises that airlines make as this may increase the level of passenger satisfaction, for example, through meeting customers’ desired service levels, dealing effectively with dissatisfied customers and confronting customer complaints positively. This will enable management to differ entiate their brand from other airlines in terms of service quality. Suggested areas for further research This study was limited in the context of airline services for international passengers. Domestic passengers’ opinions on the influence of airline service quality on passenger satisfaction and loyalty might be different from that of international passengers. Hence, an empirical examination needs to be undertaken in order to assess how domestic passengers’ opinions are different from that of international passengers. The airline industry is subject to strict controls and tight regulation requirements in the provision of services resulting from an increase in customer involvement and continuing demand for more security regulations on the part of airlines. This may affect the quality of airline services and later passenger satisfaction and loyalty, therefore further research into airline travel should consider the impact of airline regulations and controls on passenger satisfaction and loyalty. References Ahadmotlaghi, E. and Pawar, P. (2012), â€Å"Analysis of CRM programs practiced by passengers’ airline industry of India and its impact on customer satisfaction and loyalty†, Journal of Arts, Science Commerce, Vol. III No. 2 pp. 2-5. Anderson, E.W. and Sullivan, M.W. (1993), â€Å"The antecedents and consequences of customer satisfaction firms†, Marketing Science, Vol. 12 No. 2, pp. 241-268. Anderson, H. and Jacobsen, P.N. (2000), â€Å"Creating loyalty: it’s strategic importance in your customer strategy†, in Brown, S.A. (Ed.), Customer Relationship Management, John Wiley, Ontario, pp. 55-67. Archana, R. and Subha, M.V. (2012), â€Å"A study on service quality and passenger satisfaction on Indian airlines†, International Journal of Multidisciplinary Research, Vol. 2 No. 2, pp. 50-63. Centre for Aviation (2012), â€Å"Analysis of increasing tourism economic growth and oil make Uganda an attractive destination†, available at: www.centreforaviation.com (accessed 3 June 2012). Chang, Y.H. and Yeh, C.H. (2002), â€Å"A survey analysis of service quality for domestic airlines†, European Journal of Operational Research, Vol. 139 No. 1, pp. 166-177. Chen, F.Y. and Chang, Y.H. (2005), â€Å"Examining airline service quality from a process perspective†, Journal of Air Transport Management, Vol. 11 No. 2, pp. 79-87. Chin, A. (2002), â€Å"Impact of Frequent Flyer Programs on the Demand for Air Travel†, Journal of Air Transportation, Vol. 7 No. 2, pp. 53-86. Doganis, R. (2006), The Airline Business, 2nd ed., Routledge, Abingdon. Fornell, C. (1992), â€Å"A national customer satisfaction barometer: the Swedish experience†, Journal of Marketing, Vol. 56 No. 1, pp. 1-18.  ¨ Gronroos, C. (2000), Service Management and Marketing – A Customer Relationship Management Approach, 2nd ed., John Wiley Sons, Ltd, Chichester. Gursoy, D., Chen, M.H. and Kim, H.Y. (2005), â€Å"The US airlines relative positioning based on attributes of service quality†, Tourism Management, Vol. 26 No. 1, pp. 57-67. Hair, J., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R. (2006), Multivariate Data Analysis, Pearson Education, New York, NY. Hanlon, P. (2007), Global Airlines: Competition in a Transnational Industry, 3rd ed., ButterworthHeinemann, Burlington, MA. Hansemark, O.C. and Albinson, M. (2004), â€Å"Customer satisfaction and retention: the experiences of individual with employees†, Managing Service Quality, Vol. 14 No. 1, pp. 40-57. Huang, Y.K. (2009), â€Å"The effect of airline service quality on passengers’ behavioural intentions using SERQUAL scores in Taiwan†, Journal of the Eastern Asia Society for Transportation Studies, Vol. 8 No. 2, pp. 3-5. Jones, T.O. and Sasser, W.E. (1995), â€Å"Why satisfied customers defect†, Harvard Business Review, Vol. 73 No. 6, pp. 88-99. Kothari, C.R. (2004), Research Methodology: Methods and Techniques, 2nd revised ed., Wishma Prkashan, New Delhi. Krejcie, R.V. and Morgan, D.W. (1970), â€Å"Determining sample sizes for research activities†, Educational and Psychological Measurement, pp. 607-610. LaBarbera, P.A. and Mazursky, D. (1983), â€Å"A longitudinal assessment of consumer satisfaction, dissatisfaction: the dynamic aspect of cognitive process†, Journal of Marketing Research, Vol. 20 No. 4, pp. 393-404. Lin, H.H. and Wang, Y.S. (2006), â€Å"An examination of the determinants of customer loyalty in mobile commerce contexts†, Information Management, Vol. 43 No. 3, pp. 271-282. Mohsan, F., Nawa, N.M., Khan, S., Shaukat, Z. and Aslam, N. (2011), â€Å"Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan†, International Journal of Business and Social Science, Vol. 2 No. 16, pp. 265-268. Munusamy, J., Chelliah, S. and Pandian, S. (2011), â€Å"Customer satisfaction delivery in airline industry in Malaysia: a case of low cost carrier†, Australian Journal of Basic and Applied Sciences, Vol. 5 No. 11, pp. 718-723. Airline service quality 531 TQM 25,5 532 Ng, S.I., Sambasivan, M. and Zubaidah, S. (2011), â€Å"Antecedents and outcomes of flight attendants’ job satisfaction†, Journal of Air Transport Management, Vol. 17, pp. 309-313. Oliver, R.L. (1981), â€Å"Measurement and evaluation of satisfaction processes in retail settings†, Journal of Retailing, Vol. 57 No. 3, pp. 25-48. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw Hill, New York, NY. Ostrowski, P.L., O’Brien, T.V. and Gordon, G.L. (1993), â€Å"Service quality and customer loyalty in the commercial airline industry†, Journal of Travel Research, Vol. 32, Fall, pp. 16-24. Parasuraman, A., Berry, L. and Zeithaml, V.A. (1988), â€Å"SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality†, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Park, J.W., Robertson, R. and Wu, C.L. (2004), â€Å"The effect of airline service quality on passengers’ behavioral intentions: a Korean case study†, Journal of Air Transport Management, Vol. 10, pp. 435-439. Roscoe, J.T. (1975), Fundamental Research Statistics for the Behavioral Sciences, 2th ed., Holt Rinehart Winston, New York, NY. Sekaran, U. (2003), Research Methods for Business: A Skill-Building Approach, 4th ed., John Wiley Sons, Inc, New York, NY. Uganda Civil Aviation Authority (2012), â€Å"About Uganda†, available at: www.caa.co.ug (accessed 3 June 2012). Yang, Z. and Peterson, R.T. (2004), â€Å"Customer perceived value, satisfaction, and loyalty: the role of switching costs†, Psychology Marketing, Vol. 21 No. 10, pp. 799-822. Further reading Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, Tata McGraw Hill, New Delhi. Corresponding author Juliet Namukasa can be contacted at: [emailprotected] To purchase reprints of this article please e-mail: [emailprotected] Or visit our web site for further details: www.emeraldinsight.com/reprints

China S Big Mac Attack Media Essay

China S Big Mac Attack Media Essay American companies are charged with exporting American culture along with their products. This is not a new occurrence as this charge can be traced back to the sugar and tobacco trades of old. To further explore this accusation I will review two writings that attempt to tackle the subject, although from totally different perspectives. The first is an essay by J.L. Watson called Chinas Big Mac Attack which takes a laissez-faire look at the events that lead up to Chinas love affair with the fast food giant. The second writing is a book by Benjamin Barber titled Jihad vs. McWorld that presents a much darker look at multi-national corporations and their diabolical plot to capture the world. My contention is that neither extreme is correct, the truth lying somewhere in the middle as is the case with most complex issues. According to Watson in Chinas Big Mac Attack (2000), fast food restaurants have made considerable inroads into Chinese culture; consequently, he asks the question: Is globalism and its cultural variant, McDonaldization the face of the future? (Watson, 2000) An essential inquiry as we begin our examination of western influences on the rest of the world. First Watson professes to review the writings of the theorists who argue that transnational corporations like McDonalds provide the shock troops for a new form of imperialism that is far more successful, and therefore more insidious, than its militaristic antecedents (Watson, 2000). But instead of academicians, he analyses op-ed writers such as Ronald Steel and Thomas Friedman, who has noted that no countries with McDonalds have ever fought each other in a war (Watson, 2000). To further examine the riddle of the successful inroads made by fast food corporations, Watson next delves into the history of McDonalds in Hong Kong (a British consulate where McDonalds was promotedà ¢Ã¢â€š ¬Ã‚ ¦ as an outpost of American culture (Watson, 2000). Because of transformations in family life and traditional family values in China, Watson observes that McDonalds has taken advantage of a budding focus on the needs and aspirations of the modern Chinese family, especially given the lavish attention bestowed upon the single child, the little emperors and empresses who are particularly defenseless to the amusement of Uncle McDonald (Watson, 2000). Although, there are those that will disagree, Watson points out that McDonalds has become a target for public protests against America, which has amplified the symbolic load borne by the golden arches (Watson, 2000). McDonalds has countered by disciplining its employees and its customer base, and by doing so, has attracted an elite group flourishing within the modernized, consumer-based cultures that are emerging in markets around the world. McDonalds has ingeniously entrenched itself into the local cultures in such a way that it is increasingly difficult to see where the transnational ends and the local begins (Watson, 2000). The changing of cultural norms because of western impositions is further illustrated in Watson by discussion of the line which is first mandated by managers but later self-enforced by regular customers (Watson, 2000); ironically, public civility is now associated with western norms in Asian cities like Beijing. The cultural contrasts between fast food establishments in America and Beijing becomes more apparent, however, in Watsons discussion of how consumers in the Far East have turned the fast food restaurants into community centers where they can safely visit, read, or en tertain (Watson, 2000). Like James Watson, Benjamin Barber acknowledges in his book Jihad vs. McWorld (1992), that the concepts associated with multinationals such as McDonalds, Disney, and Coke are more powerful than military force: What is the power of the Pentagon compared with Disneyland? Can the Sixth Fleet keep up with CNN? McDonalds in Moscow and Coke in China will do moreà ¢Ã¢â€š ¬Ã‚ ¦ than military colonization ever could (Barber, 1992, p. 12). The first part of the book involves McWorld, the ever- growing service sector of the international economy, mainly as it manifests itself in what Barber calls the infotainment telesector, American in culture if not always in name. He sums it up in a score of brand names and pop icons: Disney and Paramount, Nike and Reebok, Madonna and MTV, Coke and Pepsi, Homer Simpson and Batman, Kentucky Fried Chicken and, needless to say, McDonalds. These multi-national corporations are, according to Barber, relentlessly promoting its ideology of fun at the expense of lo cal institutions and folkways, this virtual economy of images and lifestyles promises to become nothing less than a world monoculture (Barber, 1992, p. 58). For civic life, this is particularly bad news, Barber contends. Manipulated by promotion, spin, packaging, and advertising, citizens lose awareness of public matters, falling prey to passive consumption and devoting themselves exclusively to the satisfaction of their consumer wants. According to Barber in Jihad vs. McWorld we face two possible political futures both bleak, neither democratic [either] a Jihad in the name of a hundred narrowly conceived faiths against every kind of à ¢Ã¢â€š ¬Ã‚ ¦social cooperation and civic mutuality, [or] one commercially homogenous global network: one McWorld tied together by technology, ecology, communications, and commerce (Barber, 1992, p. 315). Barber indicates that the forces of Jihad and the forces of McWorld operate with equal strength in opposite directions so as to create a centrifugal whirlwind that competes with a centripetal black hole (Barber, 1992, p. 315). Neither version is presented as a desirable outcome. Barber asserts that McWorld has eroded national boundaries because all national markets have become vulnerable to free trade and international banking / currency exchanges that allow and privilege transnational and multinational corporations and entities like the World Bank. On the surface, peace is fostered by open markets. Religious and racial markers become less important when the more important characteristic of being human is seen as being able to shop and consume. (Barber, 1992, p. 16). Furthermore, no one country can sustain itself as an autarky anymore; we are all interdependent. Even wealthy countries like the United States depend on resources (like oil) found in other areas of the world (Barber, 1992, p. 372). The flow of goods is paralleled by the flow of ideas across boundaries because of modern developments in science and technology, particularly in the integration of computer, television, cable, satellite, laser, fiber-optic, and microchip technologies that have given us access to information and people all of the time in all places (Barber, 1992, p. 108). Barber warns that capitalism and democracy have a relationship, but it is something less than a marriage (Barber, 1992, p. 126). Principally in ecological and environmental matters, capitalism has created greater inequality because the modern world cannot afford to allow developing countries to consume natural resources at the progressively more devastating rate that we see happening in the current consumer markets. The U.S. is experiencing, through increased immigration and more socially liberal views, a shift in family values. As the manufacturing base in the United States continues to be shifted abroad, the western culture remains the last product available for export. As we have already seen in discussions of changing families and values in the U.S., globally, these changes are taking root in many parts of the world, so that these debates between being a consumer or a citizen take on global implications. Six billion people consuming at the same rate that Americans now consume would inevitably lead to environmental destruction and disputes would lead to wars over natural resources. As Watson acknowledges, the question is no longer simply whose culture is it that dominates; the more important question is what will be the outcome of adventurism associated with rising affluence (Watson, 2000) as markets are opened and imports (and the Internet) make shopping a world-wide event? The question of prevention hinges on whether this phenomenon should be halted or prevented in the first place. The more alike all individuals are as a global people, the less reason there will be for wars. Most wars today are fought on the basis of differences. The difference in question may be religion, politics, race, or culture. Differences and diversity may be great if these items are dragged out on holidays or practiced in private. However, when these cultural or religious differences invade the work-place or the government, it is a recipe for disaster and exclusion. If Wal-Mart, McDonalds, and the American media can bring about this homogenyà ¢Ã¢â€š ¬Ã‚ ¦more power to them.

environment analysis of the BPO industry in india :: essays research papers

Introduction THE DEFINITION OF OFFSHORING AND OUTSOURCING There is no commonly accepted definition of â€Å"off shoring† in the public debate nor in the economic literature. However, the term â€Å"off shoring† is widely used as a particular subcategory of â€Å"outsourcing†. The latter has been defined as â€Å"the act of transferring some of a company’s recurring interval activities and decision rights to outside providers, as set in a contract†. The typical consequence of such a decision is a decline of employment in the plant/firm that is doing the â€Å"outsourcing† and a rise in employment in the plant/firm from which the supplies are sourced thereafter. The vagueness of the term is often related to the fact that it is not made clear if the change in sourcing of supplies refers to the plant level, the firm level or to the national level. The term â€Å"recurring interval activities† might include a given level of in-house supplies in a stagnant business environment, but the meaning is l ess clear in an expanding environment in which additional supplies from the outside do not necessarily result in an absolute reduction of employment but tend to limit its expansion. It is also useful to distinguish between a replacement of the supplies which takes place between plants of the same firm or from a non-affiliated firm (control-ownership), and whether the new sourcing is from plants in the home country or abroad (location). In certain cases, the sourcing decision goes hand-in-hand with new investment abroad, which leads some observers to focus the outsourcing debate on outright plant closures, with output being replaced by new greenfield investment abroad. Four types of â€Å"outsourcing† are reported, using location and control/ownership as distinguishing criteria: Ø  Ã‚  Ã‚  Ã‚  Ã‚  Captive onshore outsourcing implies a shift in intra-firm supplies to an affiliated firm in the home economy. Ø  Ã‚  Ã‚  Ã‚  Ã‚  If the shift in sourcing of supplies benefits a non-affiliated firm in the home economy, one can describe it as non-captive onshore outsourcing. The term â€Å"onshore† could be replaced in both cases by â€Å"local† or â€Å"domestic†. Ø  Ã‚  Ã‚  Ã‚  Ã‚  Captive offshoring describes a situation in which future supplies are sourced from an affiliated firm abroad. Ø  Ã‚  Ã‚  Ã‚  Ã‚  The fourth variant of outsourcing may be labeled non-captive offshoring and refers to the case when the new supplier is a non-affiliated firm and located abroad. A major problem with the definitions above is that they do not concord easily with officially collected economic data. Outsourcing decisions are made at the micro level of plants or firms, while the official data are generally collected at the sectoral and national level.

the supernatural effect in Macbeth :: essays research papers

The Supernatual There was a strong role of a supernatural force in Macbeth. The witches supposedly had a power to see the future. Or perhaps they had the power to change the future. Then there was the three ghosts that predicted the future. And of course the bloody dagger that appears to Macbeth before is going to commit his first murder seems a little too coincidental to not be supernatural. The Three Witches are the strongest of the supernatural powers in the play. Although they speak of the future, they do not seem to affect the course of it. They are the agents of fate because they only speak of the truth of what will happen. There is one line in the play that has the most supernatural effect. â€Å"Fair is foul and foul is fair.† The theme that foul is fair and fair is fowl has the biggest supernatural pull   Ã‚  Ã‚  Ã‚  Ã‚  The Witches do not predict that he will commit murder to become king but only that he will become king. For example, they all hail Macbeth as king by saying, â€Å"All hail, Macbeth, that shalt be king hereafter!† Even if the witches weren’t there, Macbeth would have somehow become king because of fate. The Witches know how he will get to be king and it would be fair to tell Macbeth, but they follow the fair is foul policy. The Witches have the biggest affect on Macbeth because they are the ones who are delivering these â€Å"fair† prophesies. When the Witches prophesize that no man born from a woman’s womb can defeat him, he feels invincible. However, Macbeth does not realize that Macduff was born unnaturally.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Lady Macbeth is affected from the theme as well as Macbeth is. She thought that becoming Queen would make her happier but she later feels that life is not worth living. She says, â€Å"Naught’s had, all’s spent, Where our desire is got without content. ‘Tis safer to be that which we destroy Than by destruction dwell in doubtful joy.† After murdering Duncan and becoming Queen, she wants to have her old life back or die than to be where she is. Because of her burning ambition to be Queen, her life is ruined. Lady Macbeth constantly taunts her husband for his lack of courage and that he is â€Å"too full o’ th’ milk.† But in public, she is able to act nicely as a skilled and superior person.

Julius Caesar :: Free Essays

Julius Caesar Everyday life in Rome was quite organised. People could only dress that represented themselves and their status. Being a Roman citizen was very important and even the poor of the poor were proud to be Roman. Rome was governed by the triumvirate. This included Pompey, Crassus and Julius Caesar. Unfortunately Crassus died in a battle. This caused disruption and Caesar and Pompey fell out because neither wanted to share Rome. Eventually Caesar killed Pompey and his two sons. Caesar was the absolute power but because Rome had experienced a cruel tyrant Tarquin who enslaved the Romans, everyone was scared of this happening again. The role of the common people was important as if they offered light relief for the audience but more importantly provided the key for avenging Caesars death. Brutus and Mark Antony knew that the crowd could be manipulated and exploited this using various but subtle techniques which influenced the crowd. When the conspirators killed Caesar Brutus and Mark Antony made speeches about Caesar and the event of the killing. Brutus went first and used "Romans, countrymen and lovers" He puts Romans first as he killed Caesar for the good of Rome. He manipulates the crowd by asking rhetorical questions that say either you love Caear, or the love you freedom. But you can not have both speak no or forever hold your peace. Brutus knew that the Romans were proud of they freedom and their society so this question justified the killing. He says that Caesar was ambitious and it was only a matter of time before Rome was taken over. As a result, death for his ambition. The speech is effective, the crowd are won over and now support Brutus and love him. Then Mark Antony speaks and after Brutus' performance they don't really want to listen but eventually they do. This time Mark Antony starts off the opposite to Brutus "Friends Countrymen, Romans lend me your ears.." He tells the crowd that he is here to bury Caesar not to praise him.

Egans 3 Stage Counselling Model Essay

This essay will describe the skills and theories involved in the first stage of Egans three stage integrative helping model. In his person centred counselling model, Carl Rogers detailed 6 core conditions for effective counselling. However, he concentrated on 3 that he considered were essential for the counsellor. These 3 conditions were a. ‘unconditional positive regard’ which describes how the counsellor displays complete acceptance of their client without judging them. (respect) b. ‘empathy’ where the counsellor must demonstrate a deep understanding of the client, or seeing the world from their perspective; not reflecting on their own experiences. c. ‘congruence’ ensures that the therapist is completely honest and genuine with the client. This means that they are encouraged to show their feelings rather than hiding behind a faà §ade. These core conditions are essential throughout the counselling process, as they will naturally help to build a rapport between the therapist and their client. It is important that the client feels valued from the beginning; this will help them open up, once a mutual trust and respect has been established. In addition, with unconditional positive regard, the client must feel that they can discuss any subject at all without the fear of being judged. Essentially, stage one of Egan’s helping model is the storytelling phase. It allows the therapist to explore and be understanding of the clients’ situation, utilising skills drawn from the humanistic approach to counselling. Stage one is further broken down into three separate phases. Initially, the client should be provided with a safe environment where they can tell their story in their own way. As this is very early in the relationship, the counsellor must utilise good active listening skills and open questioning in order to help the client explore their situation and open up.