Relational Skills Reflection Paper Essay Example for Free

Relational Skills Reflection Paper Essay The purpose of this paper is to allow me, the learner to analyze and reflect on a video created between an actor and themselves. Using my knowledge obtained I was to effectively incorporate trust, respect, honesty and effective communication, as they are key principles in establishing a relationship with a client (RNAO, 2002). During this experience, I encountered an issue that I believe is significant in my development as a nurse. I was placed into a scenario involving a 47 year old patient named John, who was waiting to be discharged after suffering his first heart attack. Finding the patients quietly sitting in a chair watching the floor as I entered the room, I felt the need to be in the moment with him. The issue that seemed significant to pay attention to in this scenario was my patients feelings of being overwhelmed by his medical condition and the changes that needed to be made (Appendix A). Sitting within good distance and showing respectable body language showed him respect, while acknowledging he had my full attention was displayed to the patient by making comments such as yes and I understand (Appendix A). Through the use of open-ended questions, I was able to identify what was meaningful and concerning to john. John showed a lot of concern around his ability to care for himself so this doesnt happen again, and being able to support his family (Appendix A). Knowing his concerns, I was then able to acquire the necessary knowledge needed to participate effectively in our nurse-client relationship (RNAO). This experience has allowed me to develop further in my role as a nurse. My patients comment on how our encounter gave him more encouragement to face his challenges was proof that my communication methods were effective in developing a therapeutic relationship (Appendix A). The opportunity to set aside my own concerns and focusing on the patients, allowed me to be in the moment with the patients. In those moments, the experience helped me become a better nurse as my actions made me feel more confident after each successful encounter. Watching his facial expressions and drawing in his positive responses allowed me to watch him develop confidence in my ability to care and in turn, allowed me to develop confidence in myself (Appendix A). The significant actors in this experience were the individual playing the part of John and myself, the nurse attending to the patients needs. My role in the scenario was to identify the concerns of the patient and help them to obtain knowledge. Providing  resources for my patient gave him options that were specific to his concerns such as a well balanced diet and proper exercise. The options of meeting with a nutritionist to help make healthy meal choices, and with a physiotherapist to help develop custom exercises to take with him on the road encouraged John to change his routines (Appendix A). Taking note of my patients feelings of being overwhelmed by his heart attack, I was able to give him some comfort when offering to find an individual recovering from a heart attack that would be willing to sit down and share their life stories and methods of coping (Appendix A). The patients role in this experience was to help create a therapeutic relationship. I first observed my patient with her arms and legs crossed and staring down at the floor with concerned look on his face (Appendix A). Comparing the first image to the end of the scenario showed an individual that was interested in making a change, a smile on his face and as he stated, an encouraged perception of his health (Appendix A). The client was in need of direction and help with making the appropriate changes to ensure a healthy lifestyle after having his heart attack. I was able to provide her with resources such as a nutritionist, physiotherapist and social support to adjust to life changes (Appendix A). While meeting the needs of my patient, I was successful in completing my own personal needs. Coming into the experience with knowledge of possible resources available, the anxiety present upon introduction had disappeared after gaining acceptance from my patient through effective communication. The development of a therapeutic relationship allowed both the patient and I to gain from the experience. The patient left feeling encouraged and satisfied, as I felt successful and confident in how I handled the situation (appendix A). Before the taping of the scenario began, I was trying to achieve the perfect scenario while presenting a professional image of a nurse. I acted the way I did due to the lack of experience in the spotlight and I allowed my nerves affect my thought process. This is demonstrated throughout the entire video as I kept returning to the same question are there any concerns you have, and trying to solve the patients problem instead of helping them understand and cope with the emotions that are attached to the experience (Appendix A). My feelings, thoughts and responses during this experience were influenced  by my personal view and the presence of my preceptor placed me in a nervous state to which I became unsure of how to respond properly to my patients thoughts. This experience allowed me to feel capable of my skill levels and feel confident as a nurse. Overall this scenario showed perception of my growth through the friendly gestures and facial expressions of the patient. Anxiety and stress diminish communication, interpersonal effectiveness and empathy within a nurse-patient relationship (Beddoe and Murphy, 2004). Lack the knowledge and understanding of why I am feeling this anxiety, even with positive reflections on my experience, allowed me to evaluate what I did wrong. Future encounters will help me to reflect on the scenario and blindside my anxiety before it has an effect on my actions. Having a limited amount of empirical knowledge made it challenging to let the patient know exactly what to expect after having a heart attack and what daily routines have to be adjusted. Obtaining empirical knowledge from my education regarding the components of a nurse-client relationship reminded me that I needed to place the power into my patient and develop respect and trust within the relationship (CNO, 2004). Personal knowledge was limited in this scenario as it was my first time being placed in the spotlight with a patient and I was unsure of how everything would unfold. Introducing my aesthetic knowledge was shown when I offered to find John an individual recovering from a heart attack that he could speak with (Appendix A). Throughout the experience, I became more aware of the patients feelings as I picked up on Johns overwhelmed feelings and concerns around providing for his wife and son (Appendix A). This perception of the experience is seen as John believe that he should have seen the heart attack coming before it occurred (Appendix A). He stated the he felt encouraged by this experience and felt he had more options to seek. The wife was more of a background actor, but was said to be a sweet woman, who has helped a lot throughout the experience (Appendix A). Valuing ones beliefs and concerns based on an experience is something all nurses should consider. Giving John multiple options and resources to consider instead of telling him what he has to do, have given him the power to make all the necessary changes within his life with the help of his wife and son (Appendix A). If I was given the opportunity to be placed in a similar situation in the  future, I believe that my anxiety would still be present, but more control over the situation would be noticeable due to the knowledge I have developed on therapeutic relationships. The relationship skills that I could have performed differently during this experience, was my self-awareness of human emotions. My nerves had played a role in distracting my train of thought when trying to be in the moment with the patient. Repeatedly asking the patient if he had any other concerns he would like to address may have given him the feeling of being rushed and that I was not interested in how he was feeling emotionally (Appendix A). On a few occasions, I would finish my patients sentence for him as I felt he was stuck for words, this may have allowed the patient to know I was listening to what he was saying, but also might have given him the idea that I was being rude (Appendix A). During the introduction stage of the experience, my patient told me he was in the hospital due to a heart attack. Empathy is the appreciation of the patients emotions and expression of awareness of what they are presenting (Haslam, 2007). My nerves caused me to overlook his feelings and just right into asking him about any concerns he might have with his state of health (Appendix A). It is possible to slip into a task-and time-orientated way of thinking to get jobs done, thereby neglecting effective communication with patients (Cocker, 2008). Consequences that may have developed from overlooking the patients feelings was the challenge of developing a closer relationship with the client as I was interested in obtaining information to help me solve his problems. Rushing my patient through the experience may have caused him to close himself off from the relationship as he may have felt that I was not listening to what he was truly feeling. This would leave the patient in the same state he had entered the experience with. The sources of knowledge that I could use to enhance my relational skills in these areas, is to take the time to practice with a partner a variety of scenarios that would help me develop my communication skills and place more focus on the patients feelings. The outcome of this experience was positive as my patient left feeling more encouraged and had obtained multiple resources to help him incorporate any changes that he may need to adjust within his daily routines (Appendix A). Looking back at this experience I was able to reflect on all of the positive  and negative aspects of a therapeutic relationship. I feel that the next time I am placed in a similar experience, I will be able to blindside my anxiety and personal thoughts and feelings. In turn, I would have the ability to be in the moment with my patients and address not only how I can help solve his problems, but also the feelings and thoughts being experienced. I have learnt that having self awareness identifies what skills I possess and those I need to learn and develop on. Self awareness provides nurses with knowledge of their thoughts, feelings and what they do to become awareness of issues that may affect their ability to intervene effectively (Parsons White, 2008). There will always be room to learn and improve my skills, and with practice, I will get the chance to watch them become second nature to me. This experience has taught me to avoid all the barriers such as the presence of anxiety in new situations. With confidence in creating an effective therapeutic relationship, I can focus on being in the moment with the patient. I have learnt that my anxiety can affect my interactions with patients, and that it is more than trying to solve the patients problems, it is about showing you care and being there in the moment to listen. This experience has allowed me to realize how a nurses action can affect the development of a therapeutic relationship. My ethical knowledge allowed me to recognize my patients overwhelmed feelings due to his health condition and by following my values and beliefs, I knew that he was in need of someone to care and help guide him in the right direction. Using my aesthetic knowledge, I was able to think of possible resources for my patient, and the creative idea of finding a previous heart attack patient showed my patient that I was willing to take that extra s tep and comfort his feelings. The knowledge gained from this experience can be incorporated into future situations and will allow for proper adjustments and better relationships to be developed. Lacking empirical knowledge before entering the scenario was a barrier that challenged my patient care. Knowing more information on heart attacks would have allowed me to present the patient with more options and what he could expect in the future (RNAO, 2002). Acknowledging my personal knowledge gathered from previous experiences, I considered how I would like to be treated and that anxiety would be present. Knowing this helped me to reduce my fidgeting and respect my patient by actively listening and keeping eye contact (Appendix A). This experience  will influence my future practice as a nurse because I have learnt that nursing is more than working on fixing the patients physical needs, but is more of an ethical interaction where you can take the time to be there in the moment with them. Looking at each experience as a stepping stone toward my success as a nurse and with each successful hurdle crossed, I can confidently await the next. â€Æ'Reference Beddoe, A., and Murphy, S. (2004). Does Mindfulness Decrease Stress and Foster Empathy Among Nursing Students? Journal of Nursing Education, 43(7), 305-12. Retrieved April 4, 2008, from ProQuest Nursing Allied Health Source database. (Document ID: 669281021). Carper, B.A. (1978) Fundamental Patterns of Knowing in Nursing. New York. Aspen Publishers, Inc. Cocker, J. (2008). Patient dignity. Nursing Standard, 22(25), 59-60. Retrieved April 4, 2008, from ProQuest Nursing Allied Health Source database. (Document ID: 1440306621). College of Nurses of Ontario (CNO), (2004, January). CNO Practice Standard: Therapeutic Nurse-Client Relationship. Retrieved February 15, 2008, from http://cno.org/docs/prac/41033_Therapeutic.pdfHaslam, N. (2007). Humanising medical practice: the role of empathy. Medical Journal of Australia, 187(7), 381-2. Retrieved April 4, 2008, from ProQuest Nursing Allied Health Source database. (Document ID: 1374608891). Parsons,A., and White, J. (2008). Learning from reflection on intramuscular injections. Nursing Standard, 22(17), 35-40. Retrieved April 4, 2008, from ProQuest Nursing Allied Health Source database. (Document ID: 1413949861). Registered Nurses of Ontario (RNAO), (2002, Novemeber). Best Practice Guidelines: Establishing Therapeutic Relationships. Retrieved January 15, 2008 from http://www.rnao.org/bestpractices/completed_guidelines/BPG_Guide_C2_TR.asp

Importance of and Benefits of Good Customer Service

Importance of and Benefits of Good Customer Service Chapter 1 Introduction: Providing Quality customers service is one of the practical jobs that cannot be learned without experience, so it is very much important to deliver the best possible quality service to all the customers. When studied and analysed carefully about the importance of customers to organisation , the researcher found out that the cost difference between getting a new customer compared to retaining a current customer is that it costs 7 times as much as bringing in a new customer, than to keep an existing one. Eddy. B.W (1983); Therefore we must ensure loyalty with our customers through utilizing all the back to basics of customer service. The customers change the organisation or leave because of a lack of attention that is given to them When customers go to any of the organisation, there grows an opportunity to improve or worsen the relationship with the customers. Hopefully each and every organization wants to improve the relationship with the customers. Saunders, J A. (2004) Thus utilizing this opportunity as one of the precious one, a good impression can be created by satisfying each and every need and wants of the customer from the organisation. It is in fact tough and hard to do so, but it is not impossible. 1.1 Aim: To make a review on the need of quality Customer service in the Brassiere Restaurant Hilton Hotel As we know, each and every individual in this world is a customer to each other which are linked like a world wide websites. Providing the quality customer service is the need of the Hilton Hotel from every department because customers are their building blocks, and if the blocks are not sufficient the probability of declining and closing down the business rises. The Brassiere is a Samplecontinental cuisineat this celebrated Paddington restaurant. The Brassiere brings asumptuous menuserving breakfast, lunch and dinner for up to 160 guests. Patrons of the Hilton London Paddington enjoy a comfortable atmosphere for relaxed dining Customers want proper attention and timely service as they pay for each and every activity. A very frequently uprising question in every manager or the executive bodies of the Hilton Hotel Restaurant is the importance of customer service. Thus the main endeavour of this examination is to find the need of quality customer service in the Brassiere of Hilton Paddington Which is empathetic, supportive and accessible. The system utilized by Hilton Paddington to measure the guest satisfaction level is widely known as SALT, which means Satisfaction and Loyalty Tracking Survey. This is a system designed by Hilton and is updated daily. Different Department has different scores which at the end is the overall score. This determines the areas and the department that needs to improve and take the score high. (Hilton Hotel Paddington, 23rd March 2009). 1.2 Objectives: It is often said and extensively accepted that, eminence customer service is the keystone to all service-oriented business. Yet the words and concept are often not fully comprehended by many within the service providing department (Brassiere of Hilton Hotel). The objectives of this research is to, Study the importance of quality customer service in the Brassiere To understand the benefits of Good customer service to Brassiere. To find the factors affecting Good customer service in the Restaurant, To study the techniques used by Hilton employees to satisfy Guests. Find proper way to satisfy guest and increase the revenue of the Hotel. Criticism and appreciation on the customer service level of Hilton Brassiere. It is very difficult to track down the factors that affect the delivery of customer service, but the techniques and comments can lead us to determine it. There is no mystery to solve it but a simple understanding is enough. Every hotel gives service but something small and extra-ordinary from Hilton Brassiere will raise the satisfaction level. So the above objectives have to be met in order to keep the business in good level. 1.3 Rationale The underlying principle for the research on the Need of quality customer service in Brassiere Restaurant of Hilton Hotel is to clearly understand and manipulate the standard and rectify its standard. To meet the need and wants of the customers by deploying some basic principles of Quality Customer Service in each and every step while dealing with the customers as a professional. This helps to bring the improvement in Hiltons Brassiere SALT score as the level of customer service is standardized. SALT scores can be increased by considering the following given points: Standard Service, Diversity and Equality, Physical access, Timeliness and Civility, Handling Complaints, making appeals, installing variations and choices and official language equality in both external and internal customers. 1.5 Summary: Customer servicelevel of Brassiere, Hilton is a series of conducts designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the guests expectation. To understand the importance of Quality customer service in Brassiere, and to deliver it accordingly is one of the major task of the Hospitality staffs. Quality customer service plays a vital role in creating a good and positive impact to each and every one who comes and goes in Hilton Paddington Hotel. To survive in todays highly-competitive global marketplace of business and customer service, Hilton has improved and is on the way to reach excellence in their quality products and service. So Quality customer service in current market matters a lot and is the key route towards growth and success of the Hiltons Brassiere and the Hotel itself. Chapter 2 Literature Review: Introduction: Defining quality customer service and its components is a form that is actionable in the workplace is an important endeavour that an organisation should not take lightly. The quality of service must be kept always in a high standard either the organisation is medium or large sized business. Customers are so critical that they always look for value for money oriented products and services. So to attract more customers towards the particular business the level of service standard must me raised and carried consistently in each and every step while dealing with the customers. Without a clear and unambiguous definition of service quality, employees will be left with vague instructions and technique on improving and delivering service quality within the workplace. The result will be that each employee will be left to form and act upon his or her own definition of quality customer service which, more often than not, may be incomplete or inaccurate. This paper will review and analyse the literature on need of quality customers service, particularly those that delineate its components as well as those that provide links to behavioural intentions. Various thoughts are put into to understand the need of quality customer service in the hospitality industry as well as in other sectors. As per PZB (Parasuraman, Zeithaml Berr) RATER method, we can see and find the level of quality customer service delivered in every aspect and in every organization. R: Ability to perform the promised service dependably and accurately. Assurance: Knowledge and courtesy of employees and their ability to Inspire trust and confidence. Tangibles: Appearance of physical facilities, equipment, personnel, and Communication materials. Empathy: Caring, individualized attention the firm provides its customers. Responsiveness: Willingness to help customers and provide prompt Service. Quality Service: PZ (Parasuraman, Zeithaml ) defines quality customer service as the degree and direction of discrepancy between customers service perceptions and expectations (2006). Thus if the perception is higher than expectation, then the service is said to be of high quality. Likewise, when expectation is higher than perception, the service is said to be of low quality. Realising that there was not enough literature to produce a rigorous understanding of service quality and its determinants, PZB (1985) conducted an exploratory investigation to formally delineate service quality. Their investigation was composed of interviews with executives from four types of service businesses (i.e. retail banking, credit card, securities brokerage, and production repair and maintenance) as well as a number of focus groups composed of individuals who have recently received services from those businesses. Quality Service Process: One of the results of this investigation was the identification of ten determinants of service process quality. PZB (1985) listed them as follows: Reliability: Involves consistency of performance and dependability. Responsiveness: Concerns the willingness or readiness of employees to provide service. Competence: Means possession of the required skills and knowledge to perform the service. Access: Involves approachability and ease of contact. Courtesy: Involves politeness, respect, consideration, and friendliness of contact personnel (including receptionists, telephone operators, etc.). Communication: Means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumers-increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. Credibility: Involves trustworthiness, believability, honesty. It involves having the customers best interests at heart. Security: Is the freedom from danger, risk, or doubt. Understanding/ Knowing the Customers: Involves making the effort to understand the customers needs. Tangible: Include the physical evidence of the service. The SERVQUAL instrument has been the predominant method used to measure consumers perceptions of service quality. It has five generic dimensions or factors and is stated as follows (van Iwaarden et al., 2003): (2) Reliability: Ability to perform the promised service dependably and accurately. (3) Responsiveness: Willingness to help customers and provide prompt service. (4) Assurance: (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence. (1) Tangibles: Physical facilities, equipment and appearance of personnel. (5) Empathy : (including access, communication, understanding the customer). Caring and individualized attention that the firm provides to its customers. (Gronroos, 1982; Lewis and Booms, 1983; Parasuraman et al. 1985). Customer Satisfaction: The relationship between customer satisfaction and loyalty can be divided into three categories. The first is extracted from the management of service literature. This study accommodates service and customer satisfaction as an antecedent of customer loyalty towards the company, which in turn influences the profitability, (Anderson et al, 1994). The second focuses on the individual level and contains mainly studied customer retention by customer purchase intention. This constitutes important shortcoming retention by the customer purchase intention. (Chandon et al, 2005). The third group focuses on the satisfaction loyalty link on the basis of individual level with the real purchase data. This group has tendered to reveal a weak or insignificant relationship between satisfactions and repurchase behaviours.(Bolton, 1998; Mittal and Kamakara, 2001). Customer Perception: One of the obvious difficulties in meeting customers expectations is that Perception is Reality. The way that customers perceive the staff is the only reality that matters to them. Therefore everything done for customers affects the customers perception of the organisation, and different customers can perceive the same service level differently. (Stuart Emmitt, 2000). Chapter 3: Introduction to Methodology 3.1 Introduction: Adissertation methodologyon the above topic on Quality customer service in Brassiere of Hilton Hotel Paddington is truly divided into two definite parts. These are the process of data gathering and then the process of data analysis on the concerned topic. Both of the parameters are important aspects in researching because these helped the researcher to gather the most in a good time. These items induced the credibility level of the results and findings. Data gathering methods utilized according to the preference of the researcher are listed below: 3.2 Research approach: To accumulate the required information, two specific research approaches has been used, which are as follows, a) Primary Research: This research approach involves the collection of data that does not already exist; this is done through numerous forms, including questionnaires to the manager, staffs and to the selected customers. This information has been collected from things like questionnaires, magazines and Interviews. Interviewing: The researcher in order to gather the data took an appointment with the manager of the Brassiere Hilton Hotel for an interview, where most of the questions were answered on the basis of the topic. The interview with the manager gave the researcher the points focused by the management of Brassiere on delivering the quality customer service and explained how they maintain their SALT score each and every day in their operation. The brand standard is followed very carefully so as to meet the guests expectation on their whole duration of stay. There are various service standards that are shown and taught to the staffs as they are on the operation. Data Mining: Data miningis the process used for extracting hidden patterns from data. Data mining became an increasingly important tool to transform the collected data into information to deeply understand and know the guest satisfaction strategy used in the Brassiere. The data mining step was a very crucial stage where the researcher faced a lot of difficulties in gathering the information. Various serious questions were delivered to the manager on how they gathered the SALT score and the comments from the guest that was posted or replied online. Magazines: The monthly issue of magazines that is found in the library and hotel are used to find and travel deep into the research. The magazines have some information that states the importance of good and quality customer service in the organisation. Questionnaires: Three questionnaires were designed in order to find the need of quality customer service in the outlet Brassiere of Hilton Hotel. The second questionnaires were delivered to the manager of the Restaurant and five staffs of the Brassiere, which has two supervisors. The third questionnaires were delivered to ten guests through the permission of the manager, as it is the non-business part of survey conducted within the Restaurant outlet of Hiltons Brands. b) Secondary Research: A) Printed Source: Printed resources like books, magazines and some Hiltons customers satisfaction comments were taken into consideration in order to accomplish this research. Various libraries were visited to get the information regarding the need of quality customer service in an organization, which were related, compared and placed in this project. B) Online Source: Many websites were visited in order to obtain the main factors that are needed for the organisation to maintain quality customer service at all time of their operations. The structure of a website address (URL) indicates the sites origin and status, for example, .ac or .edu indicate an academic or educational institution, .gov a government body, .org a non-profit organisation, .co or .com a commercial organisation. The visited dates are also indicated which all are listed in the bibliography of this project. C) Other Media: Some of the media were also referred in order to get the complete idea and knowledge of maintaining the quality customer service and its need in Hiltons outlet Brassiere. The medias like the video of the Hilton hotel that was provide to us in our induction day, and the videos from www.youtube.com were referred in order to accomplish the research. Research Strategy: The following steps outline a simple and effective strategy for finding information for a research paper and documenting the sources found. This research strategy on Need of Quality Customer Service in Brassiere will aim to help secure lasting improvements to the business of Brassiere in Hilton Hotel Paddington, London and improve the quality of service and cost-effectiveness customer services and customer care. In order to achieve these ambitious aims, the Researcher will support quality research in priority areas of relevance customer service and care and; a) Work with the staffs to identify topics which are important to the Brassiere and Service improvement, and amenable to research; b) Revise the importance of quality customer service in the Brassiere c) To understand the benefits of Good customer service to Brassiere. d) To find the factors affecting Good customer service in the Restaurant, e) To study the techniques used by Hilton employees to satisfy Guests. The strategy used to complete this research is interview and action research strategy. Other strategies are also carried but in few aspects only. In his strategy the questionnaires will be used during the interview that is designed in an easy format to answer. Qualitative Research: There are a wide variety of methods that are common in qualitative measurement. In fact, the methods are largely limited by the imagination of the researcher. Here the researcher discusses a few of the more common methods of collecting data in order to whole the project. a) Focus groups The researcher brought together a small number of subjects to discuss the topic on Need of Quality Customer Service in the outlet of Hilton, Brassiere. The group size was kept deliberately small, so that the members do not feel intimidated but can express opinions freely. A topic guide to aid discussion was usually prepared beforehand and the researcher usually chaired the group, to ensure that a range of aspects of the topic are explored. The discussion was written down and analysed. This focused groups provided a good amount of information and data to sum up the research. b) Direct observation In this type of study the researcher aimed to become immersed in or become part of the population being studied, so that the researcher can develop a detailed understanding of the values and beliefs held by members of the population. The researcher used observations to gather evidence about how value judgements made by staff and customers can impact on decision making. In this study, the researcher participated in the operation of the Brassiere observing situations where other staffs were faced with difficult moral choices. Observations were recorded as field notes and analysed for content. In-depth interviews The researcher was able to obtain few detailed information for the subject. The researcher used unstructured interviewing to explore the Brassieres functioning and customer relationships through the perception. The reason for choosing this method is due to lack of adequate theory and definitions in the field to produce a deep knowledge and facts in quality customer service delivery. Data Collection: The data collection on the desired topic is a time consuming process and also requires quite a long time. It is very complicated and enforces high pressure with work load. However in completing this research, two methods of data collection is employed, which are an interview and the questionnaires. Interview was with the manager of the Brassiere Restaurant of Hilton Hotel and the questionnaire was specifically designed to know the importance of quality customer service. Pilot testing was supposed to be conducted in the college but it is not done due to lack of time and busy schedule of the people who were targeted to run a pilot test. The researcher could not conduct the pilot test as some information is not complete due to this conduct. Questionnaires that were designed were given to the working staffs of Brassiere to fill in the staff questionnaire, the manager was given the questionnaire at the time of the interview and the questionnaire designed for the customers were given to 5 customers of brassiere as permission was taken before conducting this act from the manager. Case Study: Interview and Questionnaire The researcher is an employee of the organization Hilton, working there for about 4 months. The researchers overall goal is to study and formulate the need of quality customer service in the Brassiere. The researcher mentioned numerous challenges that he faced in gathering the data from the organization, some of which needed specific, technical information to address. The reason for choosing the interview and questionnaire method of collection data from the Manager of the Restaurant (Brassiere) and from the selected customers and staffs is basically to get the actual answers and the facts that is expected. This method is very practical and correct data will be extracted. The interview method was chosen but the manager of Brassiere postponed the date and time twice due to his busy schedule and work load within the department. The interview method is very straight forward method to gather facts and practical information that is going through in daily operation of the Brassiere. However the questionnaire method is the best technique to gather data, because it is very specific and straight to the point. This method gathers more and deep information in simple words that can be evaluated according to the operation method. Thus this technique extracted more and expected data based on the topic. Sample Size: To produce the project, the research approach taken by researcher is primary and secondary. The sample size for this research was not complicated and tough but was time consuming. The development of the sample of the population in the carried research was well designed and not much complicated, because the researcher carried out this research in the organisation where he works and has been continuing the work since last four months. The designed sample size of this research is small and choosy as it is based only on one department of food and beverage operation in the Hotel- Brassiere Restaurant. The sample population comprises of The Manager of the Restaurant, Staff of the Department Brassiere, and some of the chosen guests of hotel who were sampled with the recommendation of the manager of Brassiere. The total number of people sampled comes to a total of 12 plus some of the staffs who helped as well. These populations are involved in the customer satisfaction and care line on daily basis. They all enthusiastically agreed to provide good level of information. Totally 25 different questions were of which few were received back and the filled copies are attached. (Please find the attached sheet at the back). Thus all of the staffs and the management were very helpful in achieving this task. Reliability and Validity: The research strategy carried here is significantly contributively and increased the positive response towards the research. The interview and questionnaire that was delivered was regarding the customer satisfaction and quality service in Brassiere. The questionnaires that were asked have obviously accomplished the grade of reliability and validity. Findings and Results: The section of the research will produce the summation of the data accumulated with various methods and techniques. Mainly the data extracted from the questionnaire and the interview will be focused along with other results of methods. The response is well and good from the provided questionnaires and is received back completed from the population selected. The employees capability of setting up problems is about developing human supply with essential skills to carry successful service in the near future.(H and Huang H.C (2008). Thus the hotel aim and major priorities in providing quality customer service is based on the responses accumulated from the interview and the questionnaire which are as follows; 1. Delivering High standard service. 2. Proper Knowledge of operation and relationship. 3. Quality customer service 4. Guest Relationship of Manager and the Supervisors 5. Customer service skills. 6. Overall performance and quality of Brassiere Team. 7. SALT Score of Brassiere. 8. Good customer service and customer care 9. Staff training for development and further knowledge. 10. Handling Complaints 11. Methods of operation 12. Summary of quality customer service in Brassiere. Delivering High standard service: The outlet Brassiere aims to deliver high standard service at all time of their operation and always moves forward to perform the best. The standard in this will require a management support with skilled and knowledgeable staff. The staffs of Brassiere are aspiring to achieve the quality in the product and the service by focusing on customers and the business. Proper Knowledge of operation and relationship: The team members of Brassiere are guided and trained in each and every step while moving forward in the operation of the outlet. They are given training on the operation system and functioning of the business in various steps with gaps. A systematic job chat is done with the staff by the supervisor and the manager to identify the problems faced by the staff and the improvement made till date. The relationship is maintained and unity in diversity is basically followed and the working environment is very flexible and professional. Quality customer service: Quality customer service is a complicated and a broad term to use but, major aspects of it are achieved by the team of Brassiere. The service standard if Brassiere has better quality as compared to other similar kind of outlet or business. Professionalism is maintained and carried in each and every operational process. The guests expectation level is always met and exceeded as per the questionnaire sums up. Guest Relationship of Manager and the Supervisors: The guest relationship of the manager and the supervisor of Brassiere are superb. The manager during the operation of the restaurant goes to the guests of the hotel during the dinner, breakfast and lunch to extract the value and quality they are experiencing in the outlet. 13. Customer service skills. Chapter 5, Discussion: Introduction: Customers are the most important part of the Brassieres business. Quite simply, without customers there would be no business! So it is vitally important that customers are looked after well and given the highest standards of service, so that they come back again and also tell their friends about the good time they had staying and eating in Hilton Hotel London. Need of Quality Customer Service in Brassiere: These days customer service is not just about meeting customers needs, but it is about exceeding them. It is also important to stress giving excellent and not just good customer service. The staffs at Brassiere of Hilton Hotel Paddington are fully trained in all aspects of excellent customer service. The companys customer service aim is to give our guest a truly short break holiday and business experience which far exceeds their expectations. But, In Brassiere of Hilton Hotel customer service is much more than just being nice to the customers. It is about all staff in the Restaurant working towards a positive approach to customers which involves, a) Identifying Customers Needs: Knowing what the guests wants is fundamental to the success of Brassiere business and reputation. However knowing the guests need is often relatively easy, what can be more difficult is putting into practice the actions that are recommended. b) Developing the right products and Services: Having found out what its customers wants, Brassiere can begin to develop products and services that matches the various requirements to make sure that they are offered at the right price, in the right place and, in the case of profit. c) Measuring Customers Satisfaction: Customer service is a constant process to strive to be as successful as possible in satisfying customer needs. The product and services will need careful monitoring and adjustment to meet any changes that the customers are demanding. SALT scores (Satisfaction and Loyalty Tracking Survey) must me maintained as they use this technique to measure customers satisfaction level. d) Developing Internal System: Hilton Hotel need to give attention to the needs of the internal customers i,e the staffs working for the Brassiere Restaurant. Mechanism to improve internal communications, including regular meetings, social events and staff newsletters, are all part of improving the overall level of service to the customers. e) Staff Training: Training in excellent customer service skills is vital for all staffs in Brassiere Restaurant, not just those whose work brings them into daily contact with customers. Staffs working behind the scenes, like Back area, main kitchen, and the stewarding etc need to appreciate that they too have an important role to play in keeping the customers happy and satisfied. Benefits of Excellent Customer Service to Hiltons Brassiere Restaurant: Excellent customer service not only brings benefits to the customers, but also to the Restaurant and of course to the hotel. Staffs working in the Brassiere Restaurant will also reap rewards, recognition, with increased job satisfaction and star points ( a system of rewarding followed in Hilton when a Guest comments good about an individual). The main benefit to the Brassiere Restaurant Department on delivering quality customer service is shown in the figure below; Reason for Poor Customer Service: Providing excellent and quality customer service is highly a skilled task requiring motivation, effort and commitment from the staff involved in the operation of Brassiere and support from the supervisors and the manager. However even the most experienced staff can have bad days! There are various reasons why the performance level of the staff deployed in the operation of Brassiere falls down. Four of the most common are as follows; Lack of commitment: Insufficient Knowledge about the product and the service. Poor communication level. Lack of proper training. What can management do to demolish these factors? a) Discover any underlying problems that are causing the lack of commitment. b) Arrange staff training session to help deal with the problems. c) Provide a supportive environment in which the staff can flourish. d) Involve all staff in customer service improvement. Quality Customer Service: There have been quantum changes in the attitudes towards quality customer service in Hiltons outlet Brassiere in the recent years. An organisation that delivers consistent good and quality service is usually seen as being Quality Company. Indeed, quality has many parallels with the customer service, a

An Overview of Butadiene

An Overview of Butadiene 1,3 Butadiene 1,3-Butadiene with its molecular structure of [emailprotected]=CH2 have widely synonym as butadiene,,-butadiene, divinyl, buta-1,3-diene, vinylethylene, vinylethylene, bivinyl, erythrene, biethylene, and pyrrolylene refer to the same physical and chemical properties. It has same Chemical Abstracts Service (CAS) registry number which is 106-99-0, and its Registry of Toxic Effects of Chemical Substances (RTECS) number is EI9275000. As compared to the air, the conversation factor of to 1ppm butadiene is equal to 2.21 mg/m3 in the air. Further important identity and physicochemical properties of butadiene is described as per Table 1. Â   Generally, butadiene was produce during combustion resulting from combustion of organic matters whether it come from natural process or human activities. Among of natural process and human activities, the main contributor of butadiene presence in earth majorly come from human activity which cause high impact to surrounding life and environment. As part of human activities, 1,3 Butadiene being used primarily and commercially in the making of synthetic rubbers and polymers. 1,3 butadiene was produced by complex and specific process as co-product of ethylene during cracking at high temperature (produced C4) at the steam crackers units. The crude C4 that produced from steam cracker units or process then fed to the butadiene extraction units for separation process of butadiene, isobutenes and the other C4s (byproduct called as Raffinate 1) through extractive distillation. The most advanced Butadiene extraction technology is come from BASF NMP Process in which 1,3 Butadiene is extract as per Diagram 1 by utilized N-methyl-2-pyrrolidone (NMP) as solvent. Characteristic 1,3-Butadiene is colourless gas at room temperature with gasoline or mild aromatic odor, highly flammable when exposed to heat and insoluble in water but soluble in ether, acetone, benzene and ethanol. It is very reactive: it may form acrolein and peroxides upon exposure to air, it can react with oxidizing materials, and it polymerizes readily, particularly if oxygen is present. Butadiene is stabilized with hydroquinone, catechol, t-butyl catechol or aliphatic mercaptans1,2. In addition from that, as per GHS-US classification, 1,3 Butadiene is classified and hazard label as per Table 2 and Diagram 2 below: CLASS Hazard Statement Description H220 Flammable Gas Category 1 Exteremly flammable gas H280 Refrigerated Liquefied Gas Contains gas under pressure; may explode if heated H315 Skin Irritation Category 2 Causes skin irritation H319 Eye Irrititation Category 2A Causes serious eye irritation H340 Germ Cell Mutagen Category 1B May cause genetic defects H350 Carcinogen Category 1A May cause cancer Table 2: Classification of 1,3 Butadiene as per GHS-US Classficiation Diagram 2: Hazard label/pictogramns of 1,3 Butadiene as per GHS-US Classficiation Used 1,3 Butadiene is the main raw material to manufacture variety type of rubbers and plastics. It is being used as an intermediate ingredient; monomers in production of polymers, synthetic rubbers or elastomers, and other chemicals. As substitution for natural rubber, Butadiene being used widely in producing synthetic rubbers and polymer which offers numerous advantages in term of improvement in performance, safety and functionality, and lower costs. Over 75% of 1,3 Butadiende was used to produce Synthetic rubber. Synthetic rubber derived from 1,3 butadiene include Styrene-butadiene rubber (SBR), poly-butadiene rubber (PBR), nitrile rubber (NR) and poly-chloroprene(Neoprene). These synthetic rubbers then undergo several others specific process to produce product like: Styrene-butadiene rubber (SBR) and poly-butadiene rubber (PBR) are used in the making of tyres and plastic where able to enhance and increase the resistance of vehicles tyre and plastic towards heat degradation, blowouts, wear and tear. Neoprene or poly-chloroprene is used extensively in manufacture of latex goods which is non-tire application such as gloves, foams, waders and wearsuits. Nitrile Rubber(NR) have variety of end product which mainly used to produce rubber hoses, gasket and seals for automobiles . Remaining 25% of 1,3 Butadiene was used to produce polymers. Polymerd derived from 1,3 include Acrylonitrile-butadiene-styrene (ABS) resins, poly-butadiene polymers, nitrile barrier resins and thermoplastic resins. Among the others, ABS resin was widely used in large volume of thermoplastic resin, containing about 20%- 30% of 1,3 butadiene by weight to produce automobiles part and appliances in automotive industry . Apart from that, 1,3- Butadiene also is used in the production of adhesives for packaging, transporting, or holding food; in components of paper and paperboard that are in contact with dry food; and as a modifier in the production of semirigid and rigid vinyl chloride plastic food-contact articles. Human Exposure The general human exposure can be separated onto two: occupational exposure and non-occupational exposure and describe as per below: 1.3.1 Occupational exposure The highest exposure of butadiene is mainly occurs in occupational settings or workplace area and its surroundings. Potential areas include several industries like: petroleum refinery and operation plant (where the crude C4 cracking process take over and involves butadiene extraction, gasoline production and distribution), distillation and production of butadiene monomer plant, factory or manufacturer of various butadiene based product like synthetic rubber and polymers plant such as tires, gloves and variety injection moulding industries (IARC, 1999). Based from data collected from European Chemical Bereau during 1984 to 1987, the arithmetic means of butadiene concentration at petrochemical and petroleum refinery plant industries area in several location of European countries is ranged from 0.1 to 6.4 mg/m3 Other than that, by refer from survey conducted by occupational hygiene of United Kingdom shows that the mean concentration of butadiene generally below 11mg/m3 with most below 2.2 mg/m3 for butadient production areas while in polymer manufacturer area time-weighted averaged around (4.4 to 6.6mg/m3). Meanwhile at USA in 1985, the arithmetic mean concentration is ranged from 1 to 277 mg/m3 for monomer production plant and 0.04 to 32mg/m3 for polymer production plant. (IARC, 1999; European Chemicals Bureau, 2001). 1.3.2 Non-occupational exposure For non-occupational exposure area, it is obtained that the butadiene mean concentration in ambient air is much lower in ÃŽÂ ¼g/m3 measured than reported in occupational exposure area which measured in mg/m3. Elevation of concentration observed occurs at the vicinity of source like municipal structural fires area, smoking shed or cigarette smoke area, brush and wood fires Butadiene has been widely detected in ambient air but at much lower levels (ÃŽÂ ¼g/m3) than reported in some occupational settings (mg/m3). Elevated concentrations may occur in the vicinity of point sources, such as municipal structural fires, wood and brush fires; cigarette smoking; volatilization gasoline area as well as combustion through vehicle emissions (IARC, 2008). Based on data and study conducted during 1990 and 1994, involvement of 14 cities, rural or towns at Ontario, Canada shows that the results from 1611 samples of outdoor air collected for mean concentration of butadiene is ranged around 0.1ÃŽÂ ¼g/m3 with maximum of 1.7 ÃŽÂ ¼g/m3. (Health Canada, 2000). Dollard et al. (2007) measured butadiene concentrations at rural, urban background (UB), urban industry influenced (UI) and busy-roadtraffic (BR) locations in the United Kingdom from 1993 to 2004. Mean rural levels dropped from 0.39 to 0.02 ÃŽÂ ¼g/m3 between 1995 and 2004; mean UB levels decreased from 0.64 to 0.15 ÃŽÂ ¼g/m3 in 1993-2004; mean UI levels came down from 0.85 to 0.35 ÃŽÂ ¼g/m3 in 1995-2000; and mean BR levels went from 3.3 to 0.57 ÃŽÂ ¼g/m3 in the period 1997-2004. . Human effect Exposure of 1,3 Butadiene can effect human health and the severity can be separated into two, which is acute and chronic. For acute exposure, it can be further split into high doses and low doses. Acute low doses exposure will caused irritation to nose, eyes, lungs and throat. These frostbite injury also may lead to occur through exposure to skin. Acute high doses of exposures will lead to cause damage of central nervous system by showing symptoms to human body such vertigo, general tiredness, distorted blurred vision headache, nausea fainting and decrease pulse rate. Human epidemiological studies has been conducted to identify the Chronic effects to human that cause by exposure to 1,3-butadiene, the result shown the effect to human can cause cancer and cardiovascular diseases. However, due to some limitation and cofounding factors in study of cancer to human due to exposure by 1,3-Butadiene such as simultaneous exposure to syrene and benzene, smoking; the exact causal factors unable to established well. Extensive lab experiment involving animal such as mice and rat has been performed and study to observe relationship of chronic exposure of 1,3-butadiene to cancer. The studies through mice and rat has shown the developmental problems and reproductive effected the animals. Through this study, 1,3-Butadiene has been classified as human carcinogen from EPA and rated as A2; suspected human carcinogen as per The American Conference of Governmental Industrial Hygienists (ACGIH). Further human effect exposed to 1,3-butadiene explain on Table 2. Carcinogenicity to human Based on epidemiological studies conducted shows that high tendancy or risk of leukemia or others cancer to attacked on the lymphohaematopoietic system when chronic exposure to 1,3-Butadiene. This involve three studies on employed workers at 1,3-Butadiene production facility of styrene-butadiene-rubber(SBR) plant where the major exposure is 1,3-butadiene monomer alone. The result of the studies shows the same relation or overlapping cohort population. It was observed in two studies at butadiene monomer facility, overall have slightly excess of mortality from leukaemia while in third study shows decrease in mortality of leukaemia. The increased mortality from leukaemia in one of the monomer industry cohorts was more pronounced among workers who had been exposed at high levels during the first years of production (Second World War). In this cohort, no increase in leukaemia was observed with duration of exposure or cumulative exposure. Based on the study on SBR workers by University of Alabama at Birmingham (USA) considered as very informative data where the study involves in examine the mortality rates of about 17,000 workers through eight facility in Canada and USA. A limiting factor in the evaluations was that the diagnosis and classification of lymphatic and haematopoietic malignancies are very complex and have undergone several changes over the course of time. Although overall mortality from leukemia was only slightly higher in the update of the most recent cohort, a larger increase of deaths from leukemia seen in workers in the most highly exposed from plants and one employee per hour paid, especially those who was hired in early years and has ten years or more jobs. Furthermore, a significant correlation between cumulative exposure of 1,3-butadiene and leukemia deaths observed in this study. A recent analysis shows that the exposure-response relationship for 1,3-butadiene and leukemia are free from exposure to styrene and dimethyldithiocarbamate. Studies with mice showed increased tumour formation in various organs in both sexes at 1,3-butadiene exposures to approximately 14 mg/m3 (females) and 44 mg/m3 (males). This was not observed in rats at exposures up to 2,200 mg/m3, likely due to the crucial role of oxidative metabolism: 1,3-butadiene requires metabolic activation to generate electrophilic epoxides in which important species differences exist (mice are more efficient in the production of epoxide metabolites of butadiene, while rats and humans are more efficient in the hydrolytic detoxification of these metabolites). Many tests on mutagenicity, genotoxicity and mechanism of action clearly indicate that 1,3-butadiene is a genotoxic compound in humans and in experimental animals, requiring metabolic activation to generate electrophilic and DNA-reactive epoxides (epoxybutene, epoxybutanediol and diepoxybutane), one or more of which are considered to be the ultimate carcinogens. Health Effect Description Symptoms Inhalation problem or respiratory irritation Inhalation of 1,3 butadiene gases or aerosols such as mists or fumes generated by the material during handling and normal works can be damaging the human health. Excessive exposures can cause severe irritation to upper respiratory system or central nervous system like nose and throat. 1, 3 butadiene can cause narcotic effects or anesthetic including dizziness and drowsiness, alertness, sleepiness, lack of coordination, vertigo, loss of reflexes and death. Ingestion Drink or food that contaminate with 1,3-Butadiene which the residues of 1,3-butadiene have been found in drink and food container. (McNeal and Breder 1987) Liquid butadiene can cause frostbite to the lips but this unlikely to happen because very low amount of butadiene used in food and drink containers. Eye Person or human can be exposed to the 1,3 Butadiene liquid and gases during manufacture or at occupational area Transient discomfort characterised by tearing or conjunctival redness, pain and blurred vision.exposed to liquid butadiene can cause frostbite if it contacts the eyes and rapidly evaporates. Skin Contact Not to have any skin irritation or harmful to human health in normal condition. It will affected if the person involve in injury or wound In touch with liquid butadiene may cause frostbite and rapidly evaporate. When entry into the blood-stream, through cuts, abrasions or lesions, may produce systemic injury with harmful effects. Chronic As per International Agency for Research on Cancer (IARC), Butadiene is listed as human carcinogen which can directly cause cancer in human. Based on experiments, there is an evident that butadiene can cause genetic defect and may result in toxic effecs to the unborn baby. Cancer ex: leukemia, damaged of cardiovascular system, genetic defect Table 2: Health effect of 1,3 Butadiene to human health Reduce the risk of hazardous In order to reduce risk of hazardous of 1,3butadiene, many precaution and controls shall take in consideration. Separated into two; occupational and non-occupational exposure. 4.1 Occupational The higher human exposure to 1,3 Butadiene is come from occupational environment. Appropriate control can be taking in consideration to reduce the risk exposure by include appropriate engineering controls, hand protection, eye protection, skin and body protection, respiratory protection and environmental exposure control. 4.1.1 A Appropriate engineering controls Appropriate engineering controls : This product must be confined with vapor-tight equipment. With this confinement, vapors should not be released, and local exhaust should be satisfactory. An explosion-proof system is acceptable. Ensure that any venting of material is in compliance with international, federal/national, state/provincial, and local regulations. Hand protection : Wear protective gloves made of PVC. Eye protection : Wear safety glasses with side shields. Wear safety glasses with side shields or goggles when transfilling or breaking transfer connections. Provide readily accessible eye wash stations and safety showers. Skin and body protection : Wear work gloves and metatarsal shoes for cylinder handling. Protective equipment where needed. Select in accordance with OSHA 29 CFR 1910.132, 1910.136, and 1910.138. Respiratory protection : When workplace conditions warrant respirator use, follow a respiratory protection program that meets OSHA 29 CFR 1910.134, ANSI Z88.2, or MSHA 30 CFR 72.710 (where applicable). Use an air-supplied or air-purifying cartridge if the action level is exceeded. Ensure that the respirator has the appropriate protection factor for the exposure level. If cartridge type respirators are used, the cartridge must be appropriate for the chemical exposure. For emergencies or instances with unknown exposure levels, use a self-contained breathing apparatus (SCBA). Environmental exposure controls : Refer to local regulations for restriction of emissions to the atmosphere. See section 13 for specific methods for waste gas treatment. Refer to local regulations for restriction of emissions to the atmosphere. Other information : Consider the use of flame resistant anti-static safety clothing. Wear safety shoes while handling containers. Keep suitable chemically resistant protective clothing readily available for emergency use. Wear leather safety gloves and safety shoes when handling cylinders. Non-occupational Wood burning Take precautions to minimize the amount of smoke released into the home during wood burning. Vehicle engines Make sure vehicle engines are turned off when in an enclosed space such as a garage. Vehicle traffic Minimize time spent near areas of heavy vehicle traffic and avoid living very close to busy roads. Tobacco smoke Families can reduce exposure to 1,3-butadiene by avoiding tobacco smoke, particularly indoors.

High-fi Cy-fi Essay -- Argumentative Persuasive Literature Papers

High-fi Cy-fi The world of Cyberpunk can be compared to a creature of fantasy. This fantasy creature unfolds wings of enchantment and uncoils a sinewy body of treachery and suspicion that is adept at drawing the attention of anyone who has an interest in science fiction or adventure. Cyberpunk is a form of science-fiction that is described by Garyn Roberts as "characterized by tough characters in tough worlds (Intro 1006)." The toughness of cyberpunk heroes can be related to the detective fiction stories of the 1920’s and 1930’s. This particular genre is also characterized by themes of technology, particularly virtual reality. In this form of science-fiction literature, it is very easy to discern the involvement of Rock ‘n’ Roll and punk themes. In this essay, I plan to prove that cyberpunk is a very creative form of literature and not the irrelevant, or unimportant, literature it was once perceived to be (Intro 1006). To do this I will provide an in-depth description of what is referred to as the Matrix, access to the matrix, descriptions of the extent to which technology is integrated into the life of those inhabiting a cyberpunk reality, and electronics capable of creating artificial creatures. The Matrix. In the cyberpunk world it can be linked to everything or it can represent everything such as in the movie The Matrix. When spoken of in terms of being a physical entity the matrix is simply nothing. The matrix is a name given to the theoretical space that exists in the digital world. "Trying to remind myself that this place and the gulfs beyond are only representations, we aren’t "in" Chromes computer, but interfaced with it, while the matrix simulator in Bobby’s apartment generates this illusion†¦ (Gibson 1011)." In ... ...rpunk is a form of writing that is sure to grow in popularity. Bibliography Bear, Greg(ory Dale). "Blood Music." The Prentice Hall Anthology of Science Fiction and Fantasy. Ed. Leah Jewell. Upper Saddle River: Prentice Hall, 2001. 1019-1035 Cameron, James. "Terminator, The." Published by: Pacific Western, Hemdale Film Funding, Euro Film Funding, and Cinema 84: 1984. James Cameron and Gale Anne Hurd Gibson, William (Ford). "Burning Chrome." The Prentice Hall Anthology of Science Fiction and Fantasy. Ed. Leah Jewell. Upper Saddle River: Prentice Hall, 2001. 1006-1019 "Matrix." Infoplease Dictionary. 2001 Learning Network. 7 Dec, 2001 http://www.infoplease.com/ipd/AO531187.html. Roberts, Garyn G. "Introduction to ‘Burning Chrome’." The Prentice Hall Anthology of Science Fiction and Fantasy. Ed. Leah Jewell. Upper Saddle River: Prentice Hall, 2001. 1006

Michael Jackson: The King of Reinvention Essay -- Music Icon Idol Jack

Michael Jackson: The King of Reinvention If you look in your copy of Webster's English Dictionary under the I's, you will find the definition for the word 'icon.' An icon is simply an 'image or representation of one who is the object of great attention or devotion; an idol' (Webster's 90). Skipping a few words down, you can find that an idol is 'an image used as an object of worship' It takes much to be worshiped. Throughout time, America's pop-culture has been filled with icons of each generation, such as Babe Ruth or Elvis Presley. These icons represent a dream hidden within each of us ' the dream, though not easily achieved, is to become extraordinarily successful, no matter the circumstances of your origin. Oddly, as if icon status is not enough, Americans seem to have given each of the few individuals who are exceptionally successful nick-names, proclaiming their superiority over the rest of us, such as Ruth's 'Sultan of Swat,' or Presley's 'King of Rock.' As far as pop music goes, there is another individual who has b een worshiped in America for many years. With supreme talent and success, like all of the others icons, this person has been given a name of superiority above the rest. This person is Michael Jackson. Michael Jackson has become the icon we know him as today by achieving two accomplishments. He fulfilled the American Dream-to become successful in spite of his humble beginning-by way of his extraordinary talent. Secondly, he has stayed fresh for so many years, increasing his pop-icon status, by constantly reinventing himself. Only through these two achievements could he have become 'The King of Pop.' Michael Jackson first came on the scene years ago. He was the seventh of eight children, born in Gary, Indiana. Just like the rest of us, he came began humbly. Though an honest, humble beginning, here is where it changes. At the fresh age of five, Michael began a career in music as lead singer in the Motown band, Jackson 5. From the very beginning, Michael took on stardom. He was the icon that America was looking at. He was the voice they listened to. Before reaching the age of ten, Michael had begun to develop a name for himself in the eyes of America?s youth.   Ã‚  Ã‚  Ã‚  Ã‚  As a child, Michael Jackson was a performing musical prodigy. As front-?kid,? Michael could ?sing any song, with the passion of well trained performers? (Carrigan 1). At ... ...t the 80?s and 90?s. Michael Jackson has brought to each of us a story of our heart?s desire ? the American dream. Michael started off small, in a large family, but through great talent and constant reinvention has shaped himself into one of the greatest icons of American pop culture ? The King of Pop. Works Cited ?Biography on Michael Jackson.? All Michael Jackson. http://www.allmichaeljackson.com/biography.html. Carrigan, Michelle. J5 Influences The Jivy Jackson 5 Page. http://members.aol.com/mikeljaxn/jacksons/essay.htm. Daneault, Jacqueline. Personal Interview. 27 March 2004. "Icon." The New International Webster?s Dictionary and Thersaurus of the English Language. 3rd ed. Boston: Trident Press International. 2003 Langford, John. Telephone Interview. 25 March 2004. Lynch,Christopher. ?Ritual Transformation through Michael Jackson's Music Video.? Journal of Communication Inquiry Volume 25. 01 April 2001. 114-31. Martinec, Radan. ?Construction of Identity in Michael Jackson's Jam.? Social Semiotics. December 2000 Vol. 10, Issue 3. 313-17. Wohl, Alaxander. ?Charting the career of Michael Jackson.? Biography September 1997 Vol. 1, Issue 9 10-17.

Arranged Marriage Is Not Relevant in Today’s Society

ARGUMENTATIVE ESSAY In an arranged marriage, the choice of a husband or wife is done by parents or the elderly. What do you think of this practice in today’s society? Discuss. Write in no more than 350 words. In an arranged marriage, the choice of a husband or wife is done by parents or the elderly. In this era of science and technology, people doesn’t depends on their families or the elderly anymore. They trust that true love come naturally in their life’s. Arranged marriage is not relevant in today’s society because of several reasons.Firstly, the reason why arranged marriage is done by young adults because of technology in today’s society after merdeka. In new modern, people always with internet , hand phone and television. Nowadays, the internet plays a crucial part in our lives. It is one of the most useful inventions of all time. For example, Facebook, Yahoo Messenger, Twitter and Skype invite us to know people each other from others country c ompare to the past generations which do know about technology. Thus, the technology plays a major rule in our life’s today.Besides that, educated is one of the reasons why arranged marriage is not relevant in today’s society. This is because, people in this generations have a lot of opportunity to continues their study until university or overseas. They will choose their partner in life which have a good career and high wages. In the past generations, the women of that time have no chance to further their study and have a good life. Therefore, it is undeniable that educated is the reason why arranged marriage is not relevant in today’s society. Apart from that, people like to travel at other country with family or friends to get a new experiences there.For example, people which travel at overseas maybe will like their culture and meets new people from other country. From knowing each other, they might have a relationship with the person they like. The ancients d oesn’t have an opportunity to travel because they are lack of money and facilities. Because of that, they just depends on recommendations of their parents to arranged their marriage. In a nutshell, arranged marriage is not relevant in today’s society because of several reasons. In order to gain those benefits, we need to have that advantages.

CST & the Criminal Justice System Essay

â€Å"I am convinced that imprisonment is a way of pretending to solve the problem of crime. It does nothing for the victims of crime, but perpetuates the idea of retribution, thus maintaining the endless cycle of violence in our culture. It is a cruel and useless substitute for the elimination of those conditions–poverty, unemployment, homelessness, desperation, racism, and greed–which are at the root of most punished crime. The crimes of the rich and powerful go mostly unpunished.† (Howard Zinn) This quote simplifies my evolved awareness of the issue concerning crime and the criminal justice system has grown. Beginning this unit I had a basic understanding of crime around the world but had almost zero knowledge about the criminal justice system and as we move on throughout this unit I was completely shocked with the some of the things going on in this very corrupt system. Just through the first activity, California Peace Officers Association: California Prisons Under Pressure, the information presented to me that the flaws of this justice system was in the way it was structured, mainly that jails are overcrowded and understaffed. Also more money is put in jails than education because of the increasing rate of inmates year by year. This activity helped me realize that prisons are very flawed and this impacts the issue of crime and criminal justice system greatly. Another very surprising activity was the PBS Frontline: Case for Innocence, which showed how inmates may be wrongly convicted through false evidence and even DNA such as in the case of Earl Washington who spent almost 18 years in prison because he was falsely charged for murder of a 19 year old girl in Culpepper, Virginia soon to be released because of the lack of evidence in the case to prove him guilty. Stories like these tend to happen more than often because the carelessness put in looking through cases by police officers and even the jury. Also year-by-year the system receives higher and higher advancements in technology, which can be a factor in determining the innocence of a victim accused. After being introduced to the horrible system of justice we talk more about specific reasons of arrests such as child abuse, which is one of the main issues that occur within inmates today. It was very surprising to see that an estimated annual cost of child abuse and neglect in the United States for 2008 was $124 billion, which is something that needs to be dealt with in the near future. Child abuse showed that it may be on of the contributing causes to why many inmates are stuck in prison today, statistics shows that children who face child abuse and neglect are more likely to be involved in criminal activities. This was one of the most surprising statistics that I came across because it showed one of the root causes to why the jail system is overcrowded and this is an issue that can be addressed. We need to regulate more the issue of child abuse because these children are left defenseless such as Emma was to her mother’s boyfriend. Many of these activities showed the structural flaws within the criminal justice system and the crime that occur within the United States but later as we got into more about the death penalty my views on this topic changed greatly. My opinion at first towards the death penalty was that if the crime was gruesome enough then the person should also pay through being put to death but after watching â€Å"Dead Man Walking† my opinion on this issue completely changed. It showed me that through counseling and programs showed in the movie, the inmate could truly change for the better. And that we should move forward in the direction of helping rehabilitate the inmate rather than using the death penalty because it is not only expensive but in affective towards the long term goal of living in a progressive and harmonious society. One very positive way to lead us to this society is through restorative justice, which has made a huge positive impact throughout the United States. Restorative justice programs are very affective in places such as prisons and even schools, where we’ve seen the decrease in violence and alternatives to suspension from school such as a face to face supplement which is seen as a much better solution and more affective in high schools. I was very happy to see the restorative justice programs being such a huge success and a step towards fixing the criminal justice system problem. Another great step that is occurring is with the Catholic Church and their movement into stopping the death penalty which is another great way to dealing with the situation through responsibility, restoration, and rehabilitation. The idea of the death penalty seemed completely wrong to me after reading a story from the Murder Victim’s Families for Reconciliation where a women lost her brother but didn’t want to death penalty placed on her brother’s murderer but to put him in counseling programs because an added death wouldn’ t have solved anything. And seeing the forgiveness and the logic behind this woman’s thinking I saw that the death penalty isn’t an affective way of solving a problem basically a way of â€Å"pretending to solve the problem of crime.† Every single activity and experience throughout this course of this unit was very powerful and influential in developing my awareness and understanding from knowing a few very small facts about the criminal justice system to now a vast majority of statistics and information about this system. Throughout this unit we’ve seen many structural flaws with the death penalty throughout the policies, laws, and institutions presented to us in all the online resources. Some of these flaws are proximate and some are distal. One main flaw we see in the presentation of the death penalty is that is it racially biased. Since 1977 race has been a huge factor when deciding upon the decision if one is guilty or innocent, statistics show that more people have been exe cuted for killing white victims than for killing black victims. The death penalty is also corrupt because it claims innocent lives due to lack of evidence of their wrongful conviction and it is not a deterrent. One of the most important flaws that regards is that the death penalty costs is much more expensive and takes away from other areas in the criminal justice system such as improving the jail systems. This has shown to be more of a huge downfall rather than a improving the criminal justice by implementing the death penalty. The death penalty is still more expensive than alternative sentences, and with counseling that inmate can be rehabilitated. The death penalty is less affective and unnecarsily expensive. We also see that the death penalty looks past issues such as mental illness, these flaws are just the proximate flaws we see in the criminal justice system. There are also many distal causes to the structural flaws we see in the criminal justice system such as poverty, unemployment, homelessness, racism, and greed, which are most likely the reason for most crimes occurring. Because the lack of resources to help each and every one of the these topics the cycle of crime continues to r epeat itself over and over again mainly punishing the same people for the same crimes that they continuously commit. Another huge flaw is the mindset the corrupt government has about the criminal if that crime is committed by a poor, unemployed person the sentencing is twice and more than if a rich and powerful person committed that crime. And again, using the death penalty doesn’t quickly solve any problems in the long term but actually hurts the United States. Through the restorative justice systems we can see a great improvement and slowly we can accomplish decreasing the number of inmates in prison. If someone goes through counseling and rehab there are less likely to repeat the actions in the past that got them in the situation in the first place. Whereas, the death penalty costs so much more and killing someone isn’t going to solve anything. Through structural analysis we can conclude that the criminal justice system is greatly flawed and we need to come together as a nation and help improve the current conditions of this system. The Catholic views on issues and actions regardin g crime and the criminal justice greatly conflict with my newfound views on crime and the criminal justice system. The idea of teaching right from wrong, respecting life and the law, forgiveness and mercy is very good way to address this huge issue. The Church provides the idea that â€Å"society must protect† its citizen from crime and punish the ones who break the law, which is a great way to help this issue through various ways such as workshops for parents and counseling for anyone who is struggle in this system. This will help solve the problem early on and give the children and other young people a chance in life from committed those mistakes they may have committed without the help of these programs. One great idea is the â€Å"option for the poor and vulnerable† because the factor of financial issues throughout society is a distal cause to people landing themselves in prisons. People who don’t have the right resources from their childhood tend to look towards crime for various reasons. Proper nutrition, shelter, health care, and protection can be one of the many ways of helping these people to move away from crime. And the Church is doing a great job to address this issue and fulfilling the needs of those who need it through charity and advocacy. These two ideas that the Church has presented are very important surrounding our system of retributive justice. From the policy recommendations the most important to the least important would be protecting society from those who threaten life, inflict harm, take property, and destroy the bonds of community, promote serious efforts toward crime prevention and poverty reduction, challenging the culture of violence and encouraging a culture of life, rejecting simplistic solutions such as three strikes and you’re out and right mandatory sentencing, offering victims the opportunity to participate more fully in the criminal justice process, encouraging innovative programs of restorative justice that provide the opportunity for mediation between victims and offenders and offer restitutions for crimes committed, insisting that punishment has a constructive and rehabilitative purpose, making a serious commitment to confront the pervasive role of addiction and mental illness in crime, e ncouraging spiritual healing and renewal for those who commit crime, treating immigrants justly, and finally placing crime in a community context and building on promising alternatives that empower neighborhoods and towns to restore a sense of security. The first policy I chose was because I agree with the idea of protecting people from violence and crime, if they aren’t expose to it then they are less likely to be involved with things related to violence and crime. Everyone should be able to live in a setting without fear and be able to grow up feeling safe. And when being punished their needs to be a purpose and the punishment needs to be helpful in shaping the person back to the right path in society. The second policy was chosen because the efforts toward crime prevention and poverty reduction are key factors in helping the criminal justice system. Factors such as poverty and discrimination are huge reasons why inmates land themselves in jail and if we can stop this early on through poverty reduction and other programs we can stop these problems early on rather than after the crime is committed. Educating, supporting, and fighting poverty are key aspects in stopping the crime that is going on today. The last policy that was chosen is rejecting right mandatory sentencing; we should do everything to make sure that the punishment fits the crime. Every crime should be analyzed thoroughly and given a punishment regarding that crime and not a solution that is given to every crime because of what is stated. Every crime is different under different circumstances and we should not just take the easy route and remove the criminal from society until they are no longer a danger to us. These policies are very important in implementing through the Church to help the issue of the flawed criminal justice system to be fixed. In conclusion, my understanding of crime and the criminal justice system has greatly evolved in many ways through the activities and experiences we went through in this unit. Two major CST themes that were greatly presented through this unit were Rights and Duties and Common Good. We’ve seen that many people end up in jail because they don’t have the basic necessities to get by day to day which tend to cause them to look towards crime, Right and Duties states that â€Å"every human has the right to basic material to live a decent life.† Also we see Common Good playing a role in this unit, through the restorative programs we see the changes made by the inmates and how provide with the right teachings, these criminals can really change and benefit the community. Many things that were presented greatly surprised me and made me want to be more involved with this issue because it is a social mission to help the problem within the criminal justice system. Social action is key to help in trying to one day get more restorative programs and help abolish the death penalty for good because two wrongs don’t make a right. In the end I would personally get rid of the death penalty not only because it is expensive and ineffective but because research has greatly shown that through counseling and advocacy programs the inmates gain much more than being put to death. Not only do the inmates benefit from this but also society in general will greatly benefit from these programs because the inmates will come out given a second chance and be positive impacts to the community around them and lead the United States in a more progressive and harmonious society.