Language Acquisition Essay Example | Topics and Well Written Essays - 2250 words

Language Acquisition - Essay Example The myth that â€Å"Languages are learned mainly through imitation† is such a shallow concept of language learning and undermines the great researchers that have been dedicated to its study. No doubt, language may be learned through imitation, but the language learner does not stop at imitating a language model. He goes beyond that. There have been many theories conceptualized as to how language is acquired by human beings. Lindfors (1987) claims, â€Å"Virtually every child, without special training, exposed to surface structures of language in many interaction contexts, builds for himself – in a short period of time and at an early stage in his cognitive development – a deep-level, abstract, and highly complex system of linguistic structure and use. â€Å"( p. 90) This implies that every child is capable of learning the language. Skinner’s Behaviorist Model of language acquisition is consistent with the rules of operant conditioning, based upon a stimulus-response model. Simply put, infants are presented with language which they imitate. They are rewarded for their imitations so they continue to repeat what they have heard. Their imitation does not have to be exact or immediate in order for them to make use of it in learning the language (Brewer, 2001). However, as the child grows, imita tion should approximate the accurate pronunciation of words. According to the behaviorist view, an individual is reinforced (positively or negatively) for responses to various stimuli, hence, the external environment plays a great part in the formation of behaviors. By administering positive reinforcement such as praising or smiling when the desired behavior occurs and administering negative reinforcement such as scolding or correcting when an undesired behavior occurs, one is assumed to encourage the desired behavior and make it more likely that that behavior will recur (Lindfors, 1987).   

India a Global Economic Super Power Essay Example for Free

India a Global Economic Super Power Essay New parts of the world that were not long ago considered undeveloped, backwater countries, are now taking center stage in the global economy. Much has been publicized about the ascendance of Chinas economy, as it has become a major venue for the manufacturing of products sought after by worldwide consumers eager for cheaper goods. However, Chinas Asian neighbor, India, also has a vigorously growing economy. Indias economy is partly being fueled by companies around the world seeking to reduce their costs by outsourcing some of their operations there. A March 9, 2005 article in the International Herald Tribune reported that within 30 years, India is projected to have the worlds third largest economy and more people than China. Russell DSouza, International Credit Risk Manager for Hallmark International, pointed out that India implemented modern, capitalistic economic reforms in the early 1990s that are producing positive results. The Tribune article reported that Prime Minister Manmohan Singh, who as Finance Minister championed these reforms, proposed major investments in his first budget for education, modernizing Indias colonial-era infrastructure, and lowering tariffs. DSouza also noted India has modernized its banking regulations. India has liberalized its laws to allow foreign banks to take over branches. Local Indian private banks are allowed to set up foreign bank branches. The banking rules have been liberalized considerably. The CIA World Factbooks website estimates that by July 2005, Indias population will be slightly fewer than 1. 1 billion, of nearly 16 percent of the worlds population, not far behind Chinas, which is projected to be 1. 3 billion. Market Place PRI, a business radio program, reported on March 14, 2005 that a recent economic survey predicted India would grow at 7 percent this year. However, the report went on to assert that many economic analysts say that India needs to improve its infrastructure. DSouza, who grew up in India but now lives in the U. S, experienced the problems India has with the Lagging state of much of its infrastructure. Youve got an infrastructure that is woeful. Its one of Indias biggest Achilles heels. Its worse than Chinas. Just the sheer size of its growing middle class provides a huge potential market for India-based companies. DSouza said the size of Indias middle class is over 200 million people. Consumer goods are exploding in India. There are people with cash like Ive never seen before. Indias geopolitical importance and stature are growing too. U. S. foreign policy officials view India, with its strategic location, as an important counter-balance to the growing political and military power of China. U. S. Secretary of State Condoleezza Rice began a six-nation tour of Asia in India on March 16. An article that same day in the Tribune noted that analysts in Delhi viewed her stop there as a positive sign the United States was eager to underline Indias increasing importance on the U. S. foreign policy agenda. Talks between Rice and Singh focused on defense and military cooperation, economy and trade and synergies in energy and environmental protection. India possesses some advantages that make it especially suited to provide less expensive business services for companies. China, on the other hand, has excelled in the manufacture of cheaper products. The two main advantages for India is that it has an estimated 200 million people who speak English and also a world-class education system. India is a bilingual country, DSouza said. He noted this is a byproduct of its former status as a British colony. It has an advantage over China, he said, in that respect. The educational system in India has produced a significant number of chartered accountants, doctors, MBAs, lawyers, research analysts and other professionals, many of whom will work in India for much less than their professional counterparts in the U. S. and Europe. Alok Aggarwal, Co-founder of Evalueserve, which offers business intelligence, market research and intellectual property services to clients in North America, Europe and Asia, noted there are two types of services offered on an outsourced basis. Business Process Outsourcing, or BPO, involves more routine processing of data. Ravi Aron, Professor of operations and information management at the University of Pennsylvanias Wharton School, said examples of BPO involve more routine functions where there is a predefined way of doing tasks or even reaching conclusions, as in data entry, accounts maintenance and customer service activities such as those performed at call centers. BPOs typically provide such services as setting up bank accounts, selling an insurance policy and voice and e-mail-based computer support. Aggarwal said that a higher Level of service than BPO is called Knowledge Process Outsourcing or KPO. KPO involves high-end processes such as investment research and Legal and insurance claims processing. In a March 21, 2005 article in the Indiatimes News Network, Pavan Bagai, Vice President, strategic businesses, EXL said, Imagine unsorted data going through a black box and coming out as useful information. In KPOs the black box is your mind. There is no predefined process to reach a conclusion. In either BPO or KPO, India often offers a huge cost savings potential over those functions being performed by American workers in the U. S.  Aron said that in credit card-related functions, the cost of an American worker, including benefits and overhead, ranges from $48-55 per hourwhile in India, those costs are only $18-24. A report by Hay Associates estimated that the fully burdened costs of an accounting clerk in Stamford, CT, is $69 per hour, while in Bangalore, India it is $4 per hour. (Though Alok disputes that number saying that currently the loaded costs in Bangalore would be $7-$8 per hour the cost differential is still staggering. ) French Associates reported that a $50,000 U.  S. clerical worker would cost only $10,000 in India and would be a top graduate. This huge gap in employee direct and indirect costs is even more dramatic with KPO services. When you go with high-end work thats when the game gets interesting, Aron said. He said employee costs per hour for an equity research analyst in the U. S. would range from $230-$250 while in India it would only be about $30. Should you find it suitable to relocate, (to one of the countries that offers much cheaper employee costs) you will experience huge savings, Aron said. If you look al the labor cost difference there is a 5-1 to 8-1 cost factor, added Aggarwal, whose firm actually provides equity research and investment banking research services. American doctors are very hard workingbut they dont work five times harder than Indian doctors. The March 21 Indiatimes Network article reported that India, with its knowledge base and lower costs, will be leading the pack in the race for KPO business. The article referred to a report by Evalueserve that India will capture more than 70 percent of the KPO territory by 2010. Indias software trade body reported that export revenues from software outsourcing will reach $17. 3 billion in the fiscal year ending March 2005. In a presentation by Marc Vollenweider, President and CEO of Evalueserve, it was projected that by 2010 India will have about 1. 1 million people employed in BPO. According to Vollenweider, U. S. companies may be compelled to outsource due to his projection of a labor shortage. According to his figures, by fiscal year 2010, the U. S. is projected to experience a shortfall of 5. 4 million workers. In that same timespan, the U. Ks shortfall is projected to be . million workers. Vollenweiders presentation concluded that, Global Sourcing has become an economic imperative for the developed nations to maintain and sustain their historical and current growth. Offshoring IT and BPO services to low-wage destinations provides a viable solution to developed nations who are struggling against the significant shortage of skilled labor. Evalueserve projects that by 2010 India will have 820,000 employed in low-end BPO services generating total revenues of USD 18 billion and 250,000 workers employed in high-end KPO services generating USD 12 billion. A number of major U.  S. -based corporations have set up operations in India or have outsourced certain business services to Indian firms. A report by French Associates indicated India has become a venue for major development centers for IBM and Microsoft. Major corporations like Ford, JP Morgan Chase and HP are currently setting up operations there. General Electric, however, probably has utilized the manpower resources of India more extensively than any other major American Corporation. GEs involvement in India began in September 1989, according to a front-page, March 23, 2005, The Wall Street Journal article. Al that time, then-CEO Jack Welch flew to India for a sales meeting to sell products to India. During that stop in India, Welch met with Indian government officials who pitched him the idea of having some of his companys needs provided by its emerging high-tech sector. Today, The WSJ article pointed out, India earns more than $17 billion from corporations worldwide seeking low-cost overseas talent Although GE is hesitant about taking credit for a trend that has taken many American jobs overseas, most corporate observers agree GE played a major role in the outsourcing boom. The WSJ article further noted that in 1995, GE created GE Capital International Services, now known as Gecis, to handle backroom work and market analysis. In 1999 Gecis established the first international call center in India and in 2000 GE opened a research center in Bangalore to tap the skills of Indian engineers. The WSJ article reported that in November 2004, GE sold a controlling interest in Gecis and now the company will seek business from other companies. French Associates estimated that GE had 5,000 FTEs (full-time equivalents) in India in 2000. That number grew to 12,000 FTEs by the end of 2003. The WSJ article also reported that in 2000, GE opened the Jack F. Welch Technology Center in Bangalore that employs thousands of researchers working on everything from new refrigerators to jet engines. A recent GE report indicated the company plans to spend about $600 million this year on computer-software development from Indian companies. Val Venable, CCE, Credit Manager for GE Advanced Materials, in reference to GEs outsourcing efforts in India, said, We certainly have been a major player. For our company and a lot of companies, youre always looking for quality suppliers at low cost. It makes business sense to do it. Venable, who spoke in India in late March during a five-week business trip there, said that her operations are split between the U. S. and India. Part of my collections team sits in the U. S. and some of it is in India. She said that employee allocation between that in the U. S. and India is proportional to the workload. If I have 70 percent of my people in India, I look to have 70 percent of my work there. My people in the U. S. have a lot more credit experience, so they do a lot of the credit decisions. In Venables case, even though GE does not wholly own Gecis anymore, it has not changed her operations. My relationship with my team has not changed. We work together and we have sub-teams. For our credit and collections teams we didnt see a difference. My people from the India and the U. S. have been trained the same. The cost savings of operations in India arent just confined to personnel expenses Venable said. Its not just the cost of the people. Over here I have different IT costs and I have different training costs. She acknowledged that many Indian employees are well educated and enthusiastic about their work. Theres a huge emphasis on education here. Its their first experience in business. On the issue that some Americans have complained about not being able to understand customer services representatives in India, Venable said, Some of my team have fairly strong accents, but have you ever called Texas of Mississippi? They have accents too. We usually work on that. Thats part of the service to the customers. An unavoidable drawback Venable mentioned of outsourced services emanating from India to American consumers is, If youre going to have a team in India, theres a time zone difference. She said the time zone difference between India and the U. S. is 9. 5 hours and 4. 5 hours between India and the U. K. She san the time zone difference actually has not been a major problem for her operations. The areas around the call centers are becoming a 24-hour culture. Probably in the next 20 years were going to have virtual offices and it wont matter where people sit. Does everybody need to sit in the same room? Probably not. †

Justice and Injustice in Molieres Tartuffe Essay -- Tartuffe Essays

Justice and Injustice in Tartuffe  Ã‚   A theme of the play Tartuffe is justice. Justice, or the lack of justice, can be seen in the relationship between father and son, father and daughter, and guest and host. Lacanian philosophy, which focuses on language and the conflict that the male feels due to a disintegration of oneness, can be used to look at injustice as it manifests itself in the male conflict within the play.   Ã‚  Ã‚   According to Lacan, a male child experiences conflict with his father, who is associated with language and thus otherness. Once a child enters into the world of language he loses his sense of unity with his mother. In Tartuffe the father, Orgon is in conflict with his son, Damis. Damis is a rash person who does not think things completely through before choosing a course of action, as seen when he says abruptly, "I'll go and tell [Tartuffe] off-, I'm out of patience" (3. 1. 10). He verbally spars with his father, who is completely infatuated with the behavior of Tartuffe, to see Tartuffe for what he is. After eavesdropping on the conversation between Elmire, the wife of Orgon, and Tartuffe, Damis is convinced that he has the evidence that he needs to convince Orgon of his position, as indicated when he says, "And now I've proof that can't he disbelieved Proof that was furnished me by Heaven above" (3.4.24-25). 1 le then goes to destroy his father's view of Tartuffe.   Ã‚  Ã‚   Orgon, however, upon hearing that Damis has caught Tartuffe trying to seduce Elmire, immediately takes a defensive stance and instead of believing his own son, claims the accusation is false and defends the stranger saying, "Ah, you deceitful boy, how dare you try / To stain his purity with so foul a lie?" (3.6.15-16). He scolds him:... ...time a just man before he met Tartuffe.   Ã‚  Ã‚   There is much injustice in the play Tartuffe. This injustice as well as the justice that triumphs often comes through the use of language for the purpose of establishing either law or love. Sometimes a character takes on this language by association with other characters, and other times in reaction to the use of this language by other characters. Regardless of the source, language is a common medium for the expression of justice or its opposite. This language is used by characters as a result of the conflict that a male feels as described by Lacan, which more often that not, results in the expression of injustice. The expression of injustice is language-based because the male, by being exposed to language, is thrust into a world of alienation, and has experienced injustice from his first experience with language.   

The Importance of Global Awareness Essay -- Politics Political Essays

The Importance of Global Awareness   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   The United States has been considered a leader in the global world of awareness since the beginning of the Monroe Doctrine in 1823. It is the one country that has influenced international economics, world politics. As a college student, I have become aware that most of my classmates and friends are not concerned about foreign affairs. Americans, especially college students need to know what is going on around them. It is a vital part of our promising future that we understand the importance of global awareness. A rising controversial question that I have noticed as a student is: why is the United States considered a leading global power when we have so many problems of our own? How did we gain such a prestigious title? This â€Å"world leader† title is inconsistent because people, especially youths and college students don’t care about what is happening around the world. That is the most horrific problem of all. Apathy is worse than hate and ignorance because Americans don’t want to know and don’t care to understand about foreign affairs.   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   There are many solutions to apathy and ignorance. The combination of â€Å"realists† and â€Å"idealists† play a central role in giving democracy the vitality and appeal it enjoys around the world today. The promotion of democracy worldwide advances the national security of the United States. It promotes national security by arguing that such policy makes for better relations with other people Hence this satisfies realist demand that the country thinks of its interests which are defined in terms of the international organization of power (Smith 224).   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Another solution dealing with apathy and ignorance is involving students in the Globa... ...ople around the world. Similar nations look up to us as a model for supporting, governing, and entertaining for their lifestyles and cultures. To solve our socio- economic problems, it is necessary that we look back at our following countries and learn from them. Works Cited Issues and Studies: A Monthly Journal of Communist Problems and World Affairs. Multipolarity: Myth or Reality? Ray C. Hillam Visiting Professor. Department of Political Science. National Taiwan University Volume X August 1974 Number 11 pages 2-24 Foreign Affairs The Rise of the Virtual State Richard Rosecrance Professor of Political Science and Director of the Center for International Relations at the University of California, Los Angeles Volume 75 July and August 1996 Number 4 Global Awareness Homepage New Twentieth Century Fund Book â€Å"America’s Mission† Tony Smith pages 218-233

Effective Communication In Health and Social Care Essay

Understand effective communication and interpersonal interaction in Health and Social Care †¢Produce a staff handbook for new staff at a residential setting for people with learning difficulties and other communication difficulties including different forms of communication needs and preferences and the role of effective communication in team work and supporting individuals. Emily Rhodes Contents Page The two main contexts in which health and social care workers use the communication cycle are one-to-one and group communication. One-to-one Communication – This interaction often involves a three stage process. 1) Greeting or warming up, 2) conversation or information exchange, 3) farewells or winding down. When you start a conversation with somebody you have to try and make them feel relaxed and it is important to create a positive emotional atmosphere. Very often people will start a one-to-one communication with a greeting such as ‘Good Morning’, as this shows you are helping them to feel relaxed by showing a positive and friendly attitude. This type of communication is effective within a health and social care environment because, if a nurse/carer had a new resident, then they have to set an example, so that the resident will feel safe, and will be able to build trust with the nurse/carer. Group Communication – This type of communication is only effective if everyone within the group wants to be involved. It is right that the group has the right emotional atmosphere, as people may feel threatened, or may  not be confident enough to speak up within a formal group conversation. Group maintenance is important, as this enables people to create the right atmosphere. Having a group leader can be useful, because they will be able to encourage people to express their ideas, and make sure people take their turn when talking. This type of communication is effective within health and social care as there are many meetings, which could be discussing a resident’s needs/preferences. This is effective because everyone’s ideas will be taken into consideration and will be able to get the best outcome. However this type of communication can be confusing for people with hearing impairments, as if a person is deaf, they focus on one person to do sign language so it’s not too confusing for them, but in a group, a lot of stuff can be misunderstood and would be too confusing. Communication between colleagues – Communicating with people at work is different that communicating with friends and family. This is because it is important to show respect to your work colleagues, as if this happens, you may fail to show respect to the people who use care services. Also colleagues have to develop trust with each other, and it’s important to show that you have respect for the confidentiality of a colleague. This type of communication is often informal but it is important that care workers use skilled communication in order to develop respect and trust. This type of communication is effective in health and social care, as it can boost productivity and improve employee satisfaction. Formal – Formal communication is quite common within health and social care work. This type of language shows resect to others and shows your powerfulness, however formal language can sometimes come across as being ‘too posh’ or pretentious. This type of language is understood by a wide range of people, however some ‘speech communities’ may find it hard to understand so care workers usually adjust the way they speak in order for them to understand. An example of formal language in a health and social care setting would be a social services desk, they may greet you with a ‘Good Morning, How may I help you?’ rather than ‘What you after then?’. It shows respect and makes the person they are speaking to feel more welcome. Informal – This type of communication is often used when we know them person we are speaking too, well, for example friends and family. These types of groups may use language that can only be understood between them, or local groups from particular areas may only use language that they understand. In health and social care this type of communication may only be used between staff. This is because if a care worker was to use informal language to a resident or patient, they may not understand or they may feel uncomfortable with how they are being spoken too. However if staff were to say to each other ‘hiya, how’s it goin’ they may just feel like this is a warm friendly greeting. Communication Forms: Communication enables us to give ideas and information. It helps people to feel safe, to form relationships and develop self-esteem. Text Messaging – This type of communication within a residential setting for people with learning and communication difficulties, would be effective as if a person is deaf, or with hearing impairments than text messaging things like doctor’s appointments would not only make sure that they are reminded, but also that they have understood properly. They also would be able to correct themselves if they have misunderstood a translator. Written Communication – This type of communication would be effective as when something is written down you can analyze it and change any mistakes or add anything in, which makes it reliable, whereas if you’re talking, changing your words all the time can be misinterpreted or it can cause service users to receive the wrong care or cause conflict between people. If a resident has autism for example, they find it difficult to form social relationships with people, so oral communication wouldn’t be as effective, whereas just writing something down could make them feel more comfortable. Oral Communication – This type of communication would be effective in this particular health and social care environment, as if there is a person with dyslexia, it may be easier to speak to them orally, and repeat yourself, for them to understand, rather than writing something down which they may not be  able to read properly and this may be easier for them to misinterpret what you’re trying to say. It is also used in many other care environments, like doctor’s surgeries, hospitals and old people’s homes. Oral communication in this environment would be effective as it enables care workers give important information quicker than written, and also explain medication so that the patient knows what to do. It can also help someone to gain trust for their doctor etc., as they will be able to comfort them through oral communication. Symbols – The use of symbols whether it be written or diagrams, all communicate different messages to people, such as traffic signs. In this particular setting, the use of Makaton will be used greatly, due to it helping people with learning disabilities, develop their language skills. Makaton may speak a word and perform a sign using hands and body language, and also there is a large range of symbols which also help people with learning disabilities communicate with others. Technology – Information technology helps to provide enlarged visual displays of voice descriptions for people with visual impairments. This type of communication can support the residents because there is also voice typing for people with dyslexia, which can turn speech into writing. Some of the electronic communication systems can be activated by air pressure, meaning that a person can communicate using an oral tube connected to computerized equipment. However a more simpler way of using technology to communicate would be things like flash cards or picture books, which will improve the communication for people who do not use a spoke language or signed language. Interpersonal interaction. Speech – Speaking clearly is essential when working with people with service users, as they may have problem with receiving or giving messages. Different localities, ethnic groups and work cultures all have their own words that they use; these may be referred to as different speech communities. Some people may feel threatened or excluded by these different speech communities. Some people think that just using formal language will solve the problem, but that is wrong, because care workers, who use jargon, can  also create barriers for people who are not part of that different speech community. So in this type of setting speech would be very important as if a person has learning disabilities or hearing impairments for example, then speaking clearly would allow them to lip read, and understand what is being said. First Language – This is the language in which you are brought up from birth to think and communicate with. People who learn a second language later on in life can’t communicate their thoughts as effectively as they can with their first language. This is usually the preferred language as they have been learned to think like that growing up. In a care setting, this type of interaction is important as if someone has learnt a different language, like polish for example, then their accent may change from their English accent, and make service users find what they are trying to say, hard to understand, as they have learning disabilities, they may get confused. Non-verbal communication – This type of communication is a way of studying a person so that you can understand whether they’re feeling sad, tired, happy, angry or frightened without speaking. It refers to the messages we are sending but without using words. These messages are sent by our eyes, tone of our voice, facial expressions, position of hands and arms, gestures with hands and arms, the angle of our head and body posture. This type of communication is important in health and social care because it allows the care worker to see if a person is feeling sad or If they care worker has suggested something, and the patient/resident agrees with what they have said, they may not be thinking that, and show this with their emotions, so then the care worker can see this and then adjust what they have said. It is important in this setting because people with learning disabilities like autism, find it difficult talking to people about their emotions, so care workers can interpret this and help them without them having to struggle, however a care worker may also interpret it in the wrong way and do the wrong things. Posture – The way that you sit or stand can make a difference to how a person receives messages from you. As a care worker you can sometimes be misinterpreted, as if you have your arms crossed it can mean ‘I’m not taking any notice’ but even if you just find it comfy, as a care worker you should never have your arms crossed, as it doesn’t make you look respectable.  Leaning back whilst sat down can send messages like your relaxed or bored. So sitting forward would make you look involved and like you are bothered and interested. This is important as a care worker, working with people with disabilities as they may already feel lonely etc. so when you are folding your arms and leaning back this can make them feel worse. Facial Expression – Your face can indicate your emotional state. If a care worker was listening to what a resident was saying, then it is important for the care worker to convey the right impression. If the care worker was to smile it would indicate agreement or approvement of the message being received, where as a scowl would indicate dis pleasure and disagreement. Most people can recognize emotions from others, but you also have to understand your nonverbal behavior may influence others. Touch – Touching another person can send messages of affection, care, power over them or sexual interest. To help you to understand what their touch may mean, the social setting and body language will play a massive part in helping you understand, however touch can be easily misinterpreted. A care worker may hold a person’s hand to reassure them and comfort them, but this can be interpreted as an attempt to dominate them. In health and social care, this type of interaction is helpful as it is a way of communication without words, for example if a person was unable to speak, they may have dyslexia, then touch would allow the care worker to communicate to them without having to speak or make them speak, if the resident was to need a bit of affection, to reassure them, they may touch the care worker for them to touch back, however making sure this is done in an appropriate manner. Proximity – This is the space between you and the person that you are communicating with. It shows how friendly or intimate the conversation is. There are different cultures which have different customs regarding the proximity between people when they are talking. In Britain there are expectations for how far you should be away from someone. An arm’s length away would be when talking to strangers, although shaking hands may bring you closer. Relatives and partners may not have restrictions as to how far or close they can come. In this setting, proximity is very important as if a care worker assumes that it is fine to enter the personal space of a service user, without asking or explaining why then this can be seen as dominating /or being aggressive. Communication and Language needs and preferences: the individuals preferred method of communication. It is important to understand that many people use different types of communication which are specific to them. If a person uses British Sign Language for example, it may be important to employ an interpreter. However some carer’s learn these things so that they are able to communicate with people. A person who is blind or has visual impairments may use braille as opposed to text, so that they can read information. British Sign Language – BSL is the preferred language for many deaf people within the UK. It was recognized as an official language for deaf people in 2003, which has led to funding and an increased awareness of the language and how much it helps deaf people to communicate. In this health and social care setting, BSL would be important for communicating to the residents who are deaf, as it is important to talk to them about their medication, needs or preferences. It’s also important for the care workers to be able to understand what the deaf people are trying to say, and so that the care workers understand what they want. Makaton – This is a language programme using signs and symbols to help people to communicate. It is mostly commonly used for people with learning disabilities, as it is designed to support spoken language and the signs and symbols are used with speech, in spoken word order, so that if the speech is unclear, the symbols may help a person to understand. So if the child or adult with the learning disability has trouble with their speech, Makaton will support this and then many people drop the signs and symbols naturally at their own pace as they develop speech, but some people use Makaton for their whole lives. Braille – Braille is used for people who are blind or visual impairments. It allows them to read text and write information. It is a system of raised marks that can be felt by the fingers. It can be processed by modern  computer software, and be printed out using special printers. It is effective as it allows the blind to be able to read and write through touch, meaning that they can communication with other people, important in health and social care, as they will be able to explain pain or read their own medication etc. Argyles Communication Cycle For communication to be effective it involves a two way process in which each person tries to understand the view point of the other person. Good communication involves the process of checking, understanding, and using reflective or active listening. An example of this would be when working with a resident and the care worker using touch when listening to a resident, as this can be shown as effective, and can show that the message was received and decoded, but this can be misinterpreted if not used in the right way. Another example would be if a care worker is explaining something to a patient, the patient will show understanding by nodding or using other nonverbal communication. This shows that the patient has received the message clearly and has understood the care worker, which will then allow the care worker to know that the patient is sure what has been said. This is important in this setting as people with learning disabilities find it more difficult to understand things, so sh owing understanding will allow the care worker to either help the resident or know that they understand the conversation. This is the communication cycle: 1 An idea occurs – You have an idea of what you want to communicate 2 Message coded – You think through how you are going to say what you are thinking. You put your thoughts into language or into some other code such as sign language. 3 Message sent – You speak or perhaps you sign, write, or send a message in some other way. 4 Message received – The other person has to sense your message, they hear your words or see your symbols. 5 Message decoded – The other person has to interpret your message. However this is not always easy as the other person may make assumptions about your words or  body language. 6 Message understood – If it all goes well then your ideas will be understood but it might not be the first time. Tuckman’s Stages of Group Interaction The communication within groups can be influenced by how people feel with each other. When people meet for the first time they often go through a process of group formation, which will allow them to communicate effectively. Tuckman’s theory is set into four stages: 1 Forming 2 Storming 3 Norming 4 Performing 1 – Forming is the first stage which involves group members to form a team or group discussion. At this stage the members would ask questions about the purpose or aims of the group and also share information. This stage is important because it allows people to exchange personal information and get to know each other. 2 – Storming is the second stage which involves the growth of the group. This stage eliminates the strong groups from the weaker ones, and some groups may not make it past this stage. The relationships will either be made or broken at this stage, it is important for the team to have a strong leadership at this stage. 3 – Norming is the third stage in which all the team agree on the rules and values by which they operate. They begin to trust each other and individuals may take greater responsibilities so the leader can now take a step back. Personal, intimate and realm opinions are expressed in this stage. 4 – Performing is the last stage and not all teams make it to this stage. Structural issues are resolved in this stage which allows roles to become flexible and functional and group energy is channeled into the task. There is a high level of respect in the group and they are more strategically aware of what is to be done.

TETRAHEDRON KITE Essay

TETRAHEDRON KITE Essay TETRAHEDRON KITE Essay TETRAHEDRON KITE CAPITOL CENTER ELEMENTARY MESA DAY GRADE LEVEL: TYPE OF COMPETITION: COMPOSITION OF TEAM: MAXIMUM NUMBER OF ENTRIES: ELEMENTARY TEAM (PREPARED) 2 – 4 STUDENTS PER TEAM UNLIMITED GUIDELINES: Only 9† Jumbo Straws are acceptable. Both string, fishing line, and tape methods for construction are acceptable. Various covering materials are acceptable. (i.e. newspaper, wrapping paper, plastic wrap, tissue paper, etc...) Both the 10 cell and the 16 cell kite are acceptable and will be judged equally. With the rules comes 2 different sets of directions. One for the 10 cell and one for the 16 cell kite. The building of the kite can be done either way for either size kite. Judging: Kites are judged on 3 criteria: Style Integrity (30 points) – Does each tetrahedron have 6 straws? Does every tetrahedron have 2 sides covered? Is the covering unusual or attractive? Was there an effort to be neat? Are any of the parts of the kite colorful or decorative? Structural Integrity (30 points) – Are connections sturdy? Are coverings secure and the right size for the frame? Are straws rigid, e.g. neither curved nor bent? Flight Integrity (40 points) – Do the students successfully launch the kite? Do kites fly a minimum of 5 minutes? Once landed, are the kites still intact? 1 of 6 Elementary MESA Day 2005 16 Cell Directions DIRECTIONS FOR THE 16 CELL KITE Step #1: Tape 2 straws together as indicated in illustration. Repeat so there is a pair of taped straws. Step #2: Tape the 2 pairs of taped straws together to make a string of 4 taped straws. Step #3: Bend the two ends together and tape them together as well. Now you should have a square or diamond shape. Take a fifth straw and tape it between two opposite corners. Step #4: Bend the other two corners up and tape a straw between them. The middle straw becomes the hinge. Taping has to be clever to accommodate the folding and hold all the pieces together. 2 of 6 Elementary MESA Day 2005 16 Cell Directions Step #5: Two adjacent faces should be covered. Wax paper, tissue paper, or thin plastic works well. This shape works well as a cover for 2 sides. Fold flaps around straws and tape. Now you should have a tetrahedron, (a 4 sided figure) with 2 of the 4 sides covered in a thin material. It looks like a 3 sided pyramid. Front side Back side Step #6: Repeat steps 1-5 until you have 16 small tetrahedrons completed. You are now going to tape, sew, or tie 4 tetrahedron cells together to make a larger tetrahedron. Make sure the covered faces are parallel. To do this, first take 3 tetra cells and tape, attach them together at touching corners. Then, take the 4th tetra cell and attach it to the top of the other three, attaching it to the top of the three base tetra’s. Repeat this process until you have made 4 larger tetrahedrons with the small tetra cells. Now take those 4 larger tetrahedrons and make one BIG tetrahedron kite! Make a base with three of the four using the same procedure as in step 6. Then attach the fourth one to the top of the other three. You now have a tetrahedron kite. Congratulations! . 3 of 6 Elementary MESA Day 2005 10 Cell Directions DIRECTIONS FOR THE 10 CELL KITE Start Start by building 10 individual pyramids. Step #1: Cut string to be 60 inches in length. Step #2: Thread all but 2 inches of string through 3 straws (A, B, C). You should have 34 inches of string left. . . Step #3: Form the three straws into a triangle and tie off. Make sure the string is taut. Step #4: String two more straws onto the long end of the string. Use those two straws to form

Sexual Harrassment in the Workplace

Sexual Harrassment in the Workplace Free Online Research Papers Under federal law, sexual harassment is described as a form of sex discrimination that violates a person’s civil rights, creates a hostile work environment and is conduct that is unwanted and sexual in nature. In 1994, the Supreme Court of the United States ruled that behavior could be considered sexual harassment and a violation of a person’s civil rights if it creates a hostile and abusive working environment. Sexual harassment can occur in a variety of circumstances. It may be physical, verbal or non-verbal. Many businesses have not addressed the issue. Employers and employees do not always know the legal boundaries of sexual harassment because not all workplaces have a sexual harassment policy in place. Some companies do not take the time to educate their employees about sexual harassment or the consequences of such behavior. Sexual harassment occurs in all levels of employment, from lower level to the highest levels of management. The best way to end sexual harassment in the workplace is to take the necessary steps to prevent that type of behavior initially. It is important that a distinction be made between what is illegal behavior, behavior that is legally defined as sexual harassment, and what is undesirable behavior in the workplace. It was not until the Anita Hill verses Clearance Thomas case that the seriousness of sexual harassment in the workplace came into the spotlight. Federal law states that for behavior to be considered as sexual harassment that the behavior or actions have to be unwelcomed and create a hostile work environment. The situation between Frank and Mary definitely constitutes a form of quid pro quo sexual harassment. Frank has a known reputation of being a flirt and flirting with female employees. His actions and statements towards Mary were very inappropriate as well as unprofessional. Although Frank did not directly come out and tell Mary what he wanted from her, his intentions were very clear and direct. When Frank made the statement to Mary that he was sure that her client enjoyed â€Å"desert†, he implied that she had given her client some type of special sexual treatment to land the account and he now expected the same if she wanted him to approve her expense account and avoid any trouble for the bosses that are higher up. He abused his power and violated the trust that Mary had in him as a supervisor. Mary remained professional even though she was placed in a position that made her feel uncomfortable and uneasy. Frank violated Mary’s civil rights by sexually harassing her. She took appropriate action and reported the incident to Human Resources. Her employers can be held liable if they take no action to correct the situation. There are a number of legal boundaries in place to protect employees as well as employers when it comes to sexual harassment. It’s imperative that employers have a strict policy regarding sexual harassment and maintain appropriate procedures to address the issue. Once an employee reports or makes a complaint of sexual harassment or inappropriate behavior, the employer should initiate an investigation immediately. Mary has the right to come to work and not be harassed. It’s her right to be able to work in an environment that is comfortable and not hostile. Before doing this assignment, my knowledge of sexual harassment was very limited. I had an idea of what constituted sexual harassment but not a broad understanding of the legal definitions and the laws pertaining to and protecting victims of sexual harassment. After doing research, my understanding of quid pro quo sexual harassment is that it occurs when a person gives in or rejects sexual advances or behavior that is sexual in nature and used as a basis or condition of decisions that affect their employment or made as a requirement for employment, very similar to a trade off. This type of harassment can only be committed by a supervisor or another person that has the power to make or influence actions directly related to employment that will affect the employee that is being victimized or harassed. Hostile environment sexual harassment happens when a person’s behavior or conduct interferes with and affects an employee’s performance at work and an offensive or hostile environment develops. Examples of this type of sexual harassment are offensive language, explicit graffiti and request for sexual favors. Employers are not the only people who can create a hostile work environment. Co-workers, supervisors and even clients can create this type of environment. When a hostile environment is present, it can affect the moral of employees as well, overall job performance and the company’s reputation. The damage and harm caused by sexual harassment may not be immediately evident. Humiliation, loss of dignity and self-esteem, destruction of professional reputation and physical and psychological injury are just a few examples of the damage sexual harassment can cause. Unfortunately, sometimes victims of sexual harassment have to choose between their jobs and their personal safety. Many sexual harassment victims are never threatened with firing or lack of advancement but instead suffer repeated abuse by a hostile work environment. Federal Equal Opportunity Laws as well as Title VII of the Civil Rights Act of 1964 prohibit sexual harassment on the job. In 2007, The U.S. Equal Employment Opportunity Commission received over twelve thousand charges of sexual harassment. 16.0% of the charges were filed by men. They resolved 11,592 of those charges and recovered forty-nine million dollars for victims. Federal law acknowledges two different sets of legal grounds for claiming sexual harassment under Title VII. The first one is quid pro quo and the second is hostile work environment harassment. When sexual harassment does occur on the job, the victim has the legal right to take their employer to court and sue for damages. Courts follow the doctrine of respondeat superior, which means, the company is held liable even if it had no knowledge of the conduct or behavior. It’s very important that businesses and companies enact strict guidelines and policies concerning sexual harassment. Not doing so places them at risk for liability when an incident of sexual harassment does happen. Claims of sexual harassment can negatively affect a company’s reputation, profits as well as their customers. Lawsuits resulting from sexual harassment cases can cause a company serious financial damage. It’s in the best interest of companies and businesses to educate all of their employees about proper conduct and behavior. They have to educate themselves as well as their employees about boundaries and exactly what constitutes sexual harassment. They must be diligent about what types of behavior is prohibited and unacceptable. A detailed and strict harassment policy should be instituted. Employers have to take immediate and appropriate corrective action when there is a claim of sexual harassment. To avoid and prevent sexual harassment, companies have to act before a problem occurs or develops. The Equal Employment Opportunity Commission encourages employers to take all steps necessary to prevent sexual harassment from occurring. They suggest affirmatively raising the subject, expressing strong disapproval, developing appropriate sanctions, informing employees of their right to raise, and how to raise, the issue of sexual harassment There has to be severe consequences for inappropriate behavior that is deemed as sexual harassment. I believe that if employers inform their employees of the strict penalties that will be enforced in connection with sexual harassment, it will discourage that type of improper behavior. Companies should have a detailed grievance policy and procedure relating to sexual harassment. They need to train their supervisors as well as upper management to deal with issues of sexual harassment. If a company has grievance procedures in place, it will encourage employees to come forward with sexual harassment complaints and provide a sense of security. An effective grievance procedure should provide the victim with alternative methods or avenues for reporting harassment. When an employee reports sexual harassment, the employer should ensure the employee that the matter will be thoroughly investigated and that the complaint will be kept confidential. A victim of sexual harassment must not be forced to address their complaints to a supervisor who is involved in, condones, or ignores the harassment. It’s very important that a company maintain confidentiality, for the sake of the victim as well as the person accused. Once an employer has received a report of sexual harassment, their liability may be reduced or eliminated depending on how quickly and effectively they respond. Under no circumstance should a company or business delay an investigation of sexual harassment for more than a few days. Severe sexual misconduct should be handled immediately. Regardless of how comprehensive or complete a company’s sexual harassment policies and procedures they are bound to fail if a company does not properly and promptly enforce them. Employers must be consistent and aggressive when it comes to sexual harassment. It’s a very serious subject and should be taken seriously at all times. Whatever the situation, a company should take action that is reasonably calculated to end the harassment. Such action must be directed toward the harasser, and may include verbal warnings, written warnings, job transfers, suspension of employment, and, if necessary, termination. In dealing with problems, companies must avoid any measures that penalize the individual who has lodged a sexual harassment complaint. I think that immediate action has to be taken when there is a report of sexual harassment. I think the first step is to launch a full and complete investigation regarding the complaint. Once the investigation is complete, depending on the findings, appropriate action should be taken right away. Penalties for sexual harassment should be based on the severity of the harassment and what extent of damage the victim suffered. One thing is certain, all forms of sexual harassment must be penalized regardless of how innocent the behavior is intended to be. Employees have to be protected from sexual harassment at all costs. Research Papers on Sexual Harrassment in the WorkplaceInfluences of Socio-Economic Status of Married MalesThe Effects of Illegal ImmigrationEffects of Television Violence on ChildrenResearch Process Part One19 Century Society: A Deeply Divided EraTwilight of the UAWPETSTEL analysis of IndiaPersonal Experience with Teen PregnancyRelationship between Media Coverage and Social andThe Relationship Between Delinquency and Drug Use

Pepperoni in Italian Is Not the Same as in English

Pepperoni in Italian Is Not the Same as in English Its one of the most common mistakes Americans make when referring to food in Italy. The New York Times article, Savoring Tuscany a Glass at a Time, opens with this (un)appetizing line: If the idea of wandering through a village dating back to Etruscan times before stopping off at a family-run restaurant for a plate of pollo con pepperoni (chicken with peppers) and a glass of Chianti sounds good to you. Heres the Twist Well, no, in fact, that doesnt sound right at all! Pepperoni is a spicy Italian-American variety of dry salami usually made of pork and beef and is frequently used as a pizza topping in American pizzerias. Peperoni, on the other hand, is what Americans recognize as peppers, and what the recipe calls for. Chicken surrounded by those large circles of pepperoni one normally associates with take-out pizza on a Friday night? No thanks! The plate should read pollo  con peperoni, with one P. The Best Advice For those traveling to Italy who want to sample authentic pepperoni, ask for salame piccante, salamino piccante (spicy salami, generally typical of Calabria), or salsiccia Napoletana piccante, a spicy dry sausage from Naples.

Ambition Essay Example | Topics and Well Written Essays - 500 words - 1

Ambition - Essay Example (Brim, pp. 11-12) The word ambition is often referred as aspiration and pretension, which relates it with the possibility of a higher authority influencing the individual to have a similar ambition in his life. Such practice has been very usual nowadays, as business tycoons inspire young business individuals to have ambition to be like them. On the other hand, high scope of electrical engineering motivates students to acquire an ambition to get a bachelor science degree in the similar field. Every individual is diverse in terms of thinking, and therefore, different ambitions can be seen in minds of people that work day and night to fulfill their ambitions. In other words, ambitions can be different; however, every ambition allows the individual to seek a level of advancement and improvement in his life. It is very important that a higher level of advancement should be sought by the individuals, in order to live a meaningful life. Moreover, humans are created in such a way that they require some level of desire for improvement, and therefore, ambition plays a significant role in the continuation of human lives. In a logical point of view, it is very important that an individual should desire for an advanced level. For instance, it has been observed that people with no ambition results in nothing but a machine that works when switches on and does not, when switched off. In other words, it is very imperative that daily life of individuals should be equipped with ambition, motivation, or aspiration, or else, there would be no use of intellect or other human capabilities. Thus, it is very imperative that the term ambition should be taken into logical consideration rather than just empirical manner, as human lives are based more on systematic and logical factors. Now, the paper will try to discuss some other perspectives that may support the earlier discussed definition of ambition. Ambition is often referred as motivation and aspiration, some

Leadership and Entrepreneurship Essay Example | Topics and Well Written Essays - 2000 words

Leadership and Entrepreneurship - Essay Example They create visions and goals to be achieved in a pre-determined amount of time and lay down rules to be followed by their employees / followers in order to attain those goals. For a business to be a successful venture, it is of utmost significance that its leader is a visionary. Considering future as an inevitable element of planning for an organizational strategy is thus, one of the crucial factors while aiming for the desired goals set by these leaders. The success of any organization is largely dependent on the various leadership styles, attributes, models applied during the process of achieving organizational goals, irrespective of the size, type or nature of the said business. The various leadership styles, models and attributes as well as the uncertainty of environmental factors in connection with Small and Medium Enterprises, as observed through various research findings and case studies are discussed elaborately in the following sections (Bass, Bernard, 2001). The term SME refers to Small and Medium Sized Enterprise which employs fewer than 250 people, has an annual turnover of EUR 50 million or less or an annual balance sheet total, not more than EUR 43 million as per the Recommendation of the European Commission Some of the common leadership issues faced by SMEs include, lack of clear/ explicit vision and direction, focus on operational v/s strategic activity, no proper delegation of authority, shortage of time for personal development of the leader, lack of recognition of the need for self development, lack of time for or attention to team development. The process of rational strategic decision making in SMEs requires a long-term stable attitude towards risk. Thus the process of leadership in such small and medium sized enterprises should be future oriented, so as to encompass the various strategic obstacles that these firms might have to encounter in the long run.

Research Paper On any of these 5 Topics Listed Below Topics Essay

Research Paper On any of these 5 Topics Listed Below Topics - Essay Example Even though they have changed a little, all of Aristotle’s elements for tragedy are here. Plot is the most important element discussed in Aristotle’s poetics. He insists that the play must be a construct built upon cause and effect, and that both of these must be within the context of the play, and the cause must precede the effect. The tragedy must be important, showing some universal theme. But the most important of these is the putting-together (? structuring) of the events. For tragedy is a mimesis not of men [simply] but of an action, that is, of life. 20 Thats how it is that they certainly do not act in order to present their characters: they assume their characters for the sake of the actions [they are to do]. And so the [course of] events -- the plot -- is the end of tragedy, and the end is what matters most of all. (Aristotle 21) If we look at Death of a Salesman, we find several plots within the play and all are complete and flow chronologically from cause to effect. However, the main story centers around the inability of Willy to change, which cost him everything. Willy is an old fashioned salesman in a new fast moving world, and he has been left behind. His dreams for his children are just as passà © and unrealistic, as there is no way they can every be realized, and Willy cannot let go of them. He lives in a fantasy world he created, and can no longer separate it from reality. Each of the boys has his own tragedy, life ambitions never realized, because they were never allowed to create their own dreams and could never achieve those of their father. Biff could never get past catching his father with another woman and knowing that his father gave that woman his mother’s silk stockings. Finally, there is Linda Loman, possibly the most tragic of all, because she did nothing. Linda Loman deferred to h er husband, even with the boys, so she is totally ineffectual, and because she entrusted her dreams to Willy, she loses by default. All she

DISCUSSION REPLY Essay Example | Topics and Well Written Essays - 500 words

DISCUSSION REPLY - Essay Example Supporters of the Replacement Model do not believe that interbreeding was common or likely and would not be relevant on an evolutionary level (Clarke, 1-2). There is no perfect theory. The only disagreement that I have with this theory is that it so staunchly argues that interbreeding is not a factor in the origins of modern humans and their populating of the planet. I think that may be a bit short sited. This would be entirely believable if the distinction between the African stock was vastly superior to the products of evolution that has occurred in Europe and Asia. However, if there were enough similarities and interaction it seems inevitable that inbreeding would most certainly occur. This favors the Partial Replacement Theory (Clarke 2-3). However, either perspective is stronger than the idea that all human developed only in Africa and is solely the result of mass migration. Most people have been taught that Neanderthals were the quintessential â€Å"cave-man.† Slow moving, slower thinking, and died off due to an inability to adapt, allowing Homo sapiens to become the ultimate dominant species of Hominid. However, modern researchers are changing that perspective and putting the myth to rest that Neanderthals were slow-witted and little or no real interaction with the African Modern humans migrating into Europe and Asia. Recently remains were discovered that confirm that inbreeding between did occur between Homo sapiens and Neanderthal. This lends credence to the theory that Partial Replacement took place. Neanderthal is presently being found in the modern populations of human beings throughout Asia and Europe at a ratio of %1to %4 presences of Neanderthal ancestry (Viegas 1). The skeletal remains found date back 30,000 to 40,000 years ago; they belong to an individual who shows cranial signs of inherited traits of their mixed heritage. For example, the lower jaw is neither jutting as in

Hacking for Dummies Assignment Example | Topics and Well Written Essays - 250 words

Hacking for Dummies - Assignment Example Other alternatives include 1password, LastPass, KeePass, Roboform, Password Keeper and Norton Identity Safe (Beaver 108). Â  It is vital to note that the use of a password safe or the other alternative tools offers immense pros to an organization or individual. Firstly, this tool plays a huge role in ensuring that all user passwords are encrypted in a safe area free from any third party access. It also provides a backup area for one to recover a forgotten password, along with ensuring that it encourages users to create strong passwords that are always very hard to crack. Lastly but certainly not the least, a password safe provides a convenient way for one to organize the passwords (Beaver 2). Â  In contrast to the pros, is a significant set of cons that are brought about by the use of a software password safe. This includes loss of all passwords particularly when a computer is unused. Additionally, a software password safe is always an obvious target by most hackers thus, when one accidentally breaks (gets the master password) into the software, then all-vital information about a user can get lost.

DISCUSSION REPLY Essay Example | Topics and Well Written Essays - 500 words

DISCUSSION REPLY - Essay Example Supporters of the Replacement Model do not believe that interbreeding was common or likely and would not be relevant on an evolutionary level (Clarke, 1-2). There is no perfect theory. The only disagreement that I have with this theory is that it so staunchly argues that interbreeding is not a factor in the origins of modern humans and their populating of the planet. I think that may be a bit short sited. This would be entirely believable if the distinction between the African stock was vastly superior to the products of evolution that has occurred in Europe and Asia. However, if there were enough similarities and interaction it seems inevitable that inbreeding would most certainly occur. This favors the Partial Replacement Theory (Clarke 2-3). However, either perspective is stronger than the idea that all human developed only in Africa and is solely the result of mass migration. Most people have been taught that Neanderthals were the quintessential â€Å"cave-man.† Slow moving, slower thinking, and died off due to an inability to adapt, allowing Homo sapiens to become the ultimate dominant species of Hominid. However, modern researchers are changing that perspective and putting the myth to rest that Neanderthals were slow-witted and little or no real interaction with the African Modern humans migrating into Europe and Asia. Recently remains were discovered that confirm that inbreeding between did occur between Homo sapiens and Neanderthal. This lends credence to the theory that Partial Replacement took place. Neanderthal is presently being found in the modern populations of human beings throughout Asia and Europe at a ratio of %1to %4 presences of Neanderthal ancestry (Viegas 1). The skeletal remains found date back 30,000 to 40,000 years ago; they belong to an individual who shows cranial signs of inherited traits of their mixed heritage. For example, the lower jaw is neither jutting as in

The effective usage of HRM principles Essay Example | Topics and Well Written Essays - 2000 words

The effective usage of HRM principles - Essay Example The importance of HRM has already been recognised by virtually any company which follows western standards of business. It is clear that its performance depends not only on hard and attenuating work of its personnel, but also on the "human side" of the employees, their competence, motivation, attitudes, communication and other variables: "HRM is the core of company's general efficiency and the basis for effective management" (Gunnigle et al, 2002: 12). In a similar vein Beardwell (2003: 15) believes that despite the visible simplicity, the area of HRM is exceptionally complex due to potentially unpredictable nature of human resources. If a company fails to properly and effectively manage its human resources in the right areas of the business, at the right time and at the right cost, serious inefficiencies are likely to arise creating considerable operational difficulties and likely business failure (Beardwell, 2003). Originally emerged in 1960s, the paradigm of HRM relied, however, on previous researches and findings of organizational scientists. As Alan Price (2000: 62) states the concept of HRM "...hasn't come out of nowhere" as there is a long history of attempts to achieve an understanding of human behaviour in the workplace. Throughout the whole XX century and even earlier both practitioners and scholars attempted to design the theories explaining human behaviour at work and the ways to raise its effectiveness. A number of organizational theories brought to life the principles of HRM in 1960s-1970s. Though many of modern HRM principles have been already developed by this time, the year of HRM "official birth" is 1981 when Harvard Business School introduced a course that served a blueprint for global spread of human resource planning and management (Price, 2000: 64). A good insight into the value of HR related programs is provided by Schuler (1990: 52-54). He emphasizes that the HR function had an opportunity to shift from being an "employee advocate" (associated with personnel management) to a "member of the management team". Schuler's (1990) view was that this required HR professionals to be concerned with the bottom line, profits, organizational effectiveness and business survival. In other words, human resource issues should be addressed as business issues. It is noteworthy that emergence of HRM chimed with decay of heavy industry and development of sophisticated IT business. Storey (2001: 18-34) believes that emergence of HRM contributed greatly to an ever-greatest since industrial revolution shift in the principles of management. HRM encouraged both managers and employees to get rid of traditional patterns of interaction, outdated ideas of motivation, stereotypes, assessment and appraisal. Managers as well stop being the mentors and executioners and turned to be the members of business teams. Introduction of HRM principle has made modern companies more competitive, dynamic and people-friendly that consequently influenced their efficiency and marketability. Storey (2001: 18) argues that HRM caused what was later called "a new managerialism" - a new look on organization, the ways it functions and succeeds and the way its employees work. Regardless of global recognition of HRM, many managers are still

Similarities between college and high school Essay Example for Free

Similarities between college and high school Essay College and high school are very similar because they both focus on making us a better player in the race of life. First of all, students have to earn good grades. In college students have to get good grades in order to have a better career, likewise in high school pupils have to get decent grades to get accepted into a better college. Second, the classes are similar. The courses we take in college and high school have same context, however college courses are more challenging. In addition, college and high school teaches the same way. They both have textbooks, teachers, classrooms, homework, and of course the final exam. Moreover, they both have clubs and organizations. High school and college have organizations and clubs that a student can join that fits their interests, these organizations and clubs can make their college application or a resume look worthy. For these reasons, it is clear that college and high school have similarities in many ways. College and high school are very similar because they both focus on making us a better player in the race of life. First of all, students have to earn good grades. In college students have to get good grades in order to have a better career, likewise in high school pupils have to get decent grades to get accepted into a better college. Second, the classes are similar. The courses we take in college and high school have same context, however college courses are more challenging. In addition, college and high school teaches the same way. They both have textbooks, teachers, classrooms, homework, and of course the final exam. Moreover, they both have clubs and organizations. High school and college have organizations and clubs that a student can join that fits their interests, these organizations and clubs can make their college application or a resume look worthy. For these reasons, it is clear that college and high school have similarities in many ways. College and high school are very similar because they both focus on making us a better player in the race of life. First of all, students have to earn good grades. In college students have to get good grades in order to have a better career, likewise in high school pupils have to get decent grades to get accepted into a better college. Second, the classes are similar. The courses we take in college and high school have same context, however college courses are more challenging. In addition, college and high school teaches the same way. They both have textbooks, teachers, classrooms, homework, and of course the final exam. Moreover, they both have clubs and organizations. High school and college have organizations and clubs that a student can join that fits their interests, these organizations and clubs can make their college application or a resume look worthy. For these reasons, it is clear that college and high school have similarities in many ways. College and high school are very similar because they both focus on making us a better player in the race of life. First of all, students have to earn good grades. In college students have to get good grades in order to have a better career, likewise in high school pupils have to get decent grades to get accepted into a better college. Second, the classes are similar. The courses we take in college and high school have same context, however college courses are more challenging. In addition, college and high school teaches the same way. They both have textbooks, teachers, classrooms, homework, and of course the final exam. Moreover, they both have clubs and organizations. High school and college have organizations and clubs that a student can join that fits their interests, these organizations and clubs can make their college application or a resume look worthy. For these reasons, it is clear that college and high school have similarities in many ways. College and high school are very similar because they both focus on making us a better player in the race of life. First of all, students have to earn good grades. In college students have to get good grades in order to have a better career, likewise in high school pupils have to get decent grades to get accepted into a better college. Second, the classes are similar. The courses we take in college and high school have same context, however college courses are more challenging. In addition, college and high school teaches the same way. They both have textbooks, teachers, classrooms, homework, and of course the final exam. Moreover, they both have clubs and organizations. High school and college have organizations and clubs that a student can join that fits their interests, these organizations and clubs can make their college application or a resume look worthy. For these reasons, it is clear that college and high school have similarities in many ways.

Customer Satisfaction Case Study of Hotel

Customer Satisfaction Case Study of Hotel Customer satisfaction: A case study of the Travelodge Hotel. Docklands, London. Dissertation declaration â€Å"Is it possible for hoteliers to provide a quality of services that meets with customer satisfaction whilst at the same time reducing the quantity of services that are provided?† Abstract Budget hotels in the hospitality sector are continuing to make significant inroads into the market shares previously enjoyed by the standard hotel chains, even in select areas such as the City of London. However, the question is whether this new type of accommodation supply is being created at a cost to the consumer in terms of customer value and satisfaction. Using the Travelodge hotel Docklands as a case study, this research attempts to address this issue. From the result of a SERVQUAL measurement survey conducted with 48 of the hotels customers, the conclusion is reached that, whilst in theory there is no reason why the customer quality of service should be less, in practice the customers expectations that are attached to a lower price do not equate with the perceptions of the hotel management in some areas, particularly in relation to human resources. There is therefore a need for the management of such establishments to achieve a better level of balance between these two determinants. Table of Contents (Jump to) Chapter 1: Introduction 1.1 Rationale for research 1.2 Customer retention 1.3 Aims 1.4 Objectives 1.5 Overview Chapter 2: Background 2.1 Tourism in the UK 2.2 Tourism in Docklands Chapter 3: Literature Review 3.1 Customer satisfaction 3.2 Service quality 3.3 Methods used to measure customer satisfaction and service quality 3.4 Summary Chapter 4: Research Methodology 4.1 Research method choice 4.2 Data collection 4.3 Performance of the research Chapter 5: Data presentation and analysis Chapter 6: Implications of the research findings Chapter 7: Conclusion 6.1 Application 6.2 Recommendations Chapter 1:  Introduction The vast majority of commercial concerns, irrespective of whether their business is product or service orientated, are aware of the fact that continued business success is dependant upon determining that the quality of service they provide for the customer equates to or exceeds the perceived expectation of satisfaction that customers have when they decide to enter into transaction with the business. Furthermore, as Michael Porter (1985 and 2004) suggests in his researches into the subject of competition, quality of service can also be used as a strategy to gain competitive advantage, particularly in a crowded marketplace, which certainly exists within the tourism industry. In the context of delivering the quality of service that satisfies the customer, perhaps the hotel industry finds itself in a unique, although some would say unenviable position. Most other industries and sectors only engage with the consumer for a matter of moments during the course of their visit. However, with the hotel industry the interaction this business sector has with the consumer can last from several hours to many days. Similarly, with a number of customers in close proximity, it can be also be said that customer-to-customer interactions form part of the product (Kandampully et al (2001, p.28). In addition, the number of interrelated services within a hotel is invariable far more complex and diverse than other businesses will be offering. For example, in a retail environment, the connection with the customer is the quality of the product and service quality at the point of sale and after sales service. However. With a hotel, customer satisfaction can be influenced by a number of factors. From the product aspect, this will include the standard and quality of the main product, namely the hotel room, in this case relating to the dà ©cor, furnishings, facilities available, cleanliness and cost against performance. In terms of services provided, the hotel will also be judged by several diverse elements. These include the relation built between customers and front office staff, cleaners and employees in other facilities being offered, for example the service received from employees engaged within the waiting, bar-tending, local knowledge and health facility aspects of the busine ss. As a result of these service and quality issues, and in an effort to ensure that these meet with the expectation and satisfaction levels of their customers, one would therefore expect that the market players within the hotel industry would be constantly seeking ways to improve upon the services that their establishments offer. If this is the case, how is it then that, over the past two to three decades, the industry has seen a proliferation of budget and low cost hotel chains emerging, one of the most well known of which within the UK is the Travelodge brand? 1.1 Rationale for research It is the question regarding how budget hotel chains are managing to deliver customer satisfaction whilst at the same time reducing the levels of services being provided that forms the rationale for this paper. There has been a reasonable amount of research dedicated to the delivery of customer satisfaction by the method of adding to the levels and qualities of the services being offered, as would be the case in the tourism industry, for example with five star hotels. However, research into the ability of a commercial organisation to maintain the same standard of customer satisfaction levels, particularly within the UK tourism and leisure industry, when that organisation is operating a â€Å"low-cost† strategy, which by definition is primarily focused on driving down the business costs by reducing the levels of services being made available to the customer, is more limited. 1.2  Customer retention Another factor that makes the â€Å"low-cost† strategy and its removal of services within the hotel industry sometimes difficult to understand is that most literature concentrates upon the fact that providing a quality service that matches customer satisfaction is important in terms of customer retention (Parasuraman 1997, Schiffman and Kanuk 2000 and Porter 1998). On the surface therefore the rule of keeping customers returning by offering them less does seem to contain a dichotomy of views that are incompatible. However, many of the some of the recent observers, Including Zeithaml (1988), Agrawal (2000) and Porter (2004) in his later works, have begun to study this particular issue, finding that there can be a relationship between the less services and customer satisfaction. It is the intention for this paper to add value to these opinions. 1.3  Aims From the explanations given above therefore it can be seen that the aim of this research is to address the following question: â€Å"Is it possible for hoteliers to provide a quality of services that meets with customer satisfaction whilst at the same time reducing the quantity of services that are provided? In an effort to assist in the provision of a definitive response to the hypothesis set, it is intended to use as a case study research carried out at a specific location of the budget hotel chain Travelodge, namely their establishment in Docklands, London. 1.4  Objectives In the process of defining the theoretical and practical response to the hypothesis, as well as adding value to the existing research conducted with the subjects that are covered, these being customer satisfaction and service quality within a tourism and leisure environment, the following three objectives have been set: Customer perception and satisfaction Although there has been considerable literature relating to customer perception and satisfaction determinants, within this research the intention is to broaden this area to take account of how these issues can be best related to the â€Å"budget† service provider and by what methods such organisations can determine that a) the reduction of services reaches an optimal level and b) how other areas of service quality can be introduced in a manner that will continue to improve the business relationship with and retention of customers without adversely impacting upon the business â€Å"low-cost† strategy. Gaps within service quality measurement. Using the â€Å"SERQUAL† method of measurement, which is discussed in more detail in chapter three, we shall look particularly at the â€Å"gap† element of this methods in an attempt to define how these have can and have been applied effectively and successfully to the budget hotel business model despite the fact that these models concentrate upon the task of reducing the levels of services being made available to customers in return from price advantages. The future. From the results indicated above, it is intended to ascertain whether the process of understanding how the use of quality of service in a budget business environment can provide lessons that could be applied to other â€Å"premier† brand hotel businesses within the industry or if these results are strategy specific and therefore not transferable across different business models. The significant data which has been used to provide the foundation for this research paper has been collected through the use of then primary quantitative method of structured questionnaires and interviews, which will be discussed in more detail in chapter four. 1.5  Overview Following this introductory chapter, the second chapter in this study provides a brief background into UK tourism, including the levels and reasons for tourisms within the docklands area, as well as a history relating to the Travelodge hotel chain and its Docklands unit. In chapter three a critical literature reviews is conducted into the major areas of customer satisfaction, service quality and the various theories and models that have been developed to measure these aspects of the business operations. Chapter four is where the methodology for the main research carried out in support of this research is explained in greater depth. It will include an understanding of the strengths and limitations of the chosen research method, together with details of the manner of the performance of these methods. This will be followed in chapter five by the data findings and an analysis of these findings, the implications of which will be further discussed in chapter six. The paper will be drawn to a conclusion in chapter seven, at which point any relevant and appropriate recommendations will also be presented. Following the conclusion of this study, a reference list of all the resources used, together with appendices that contain additional information and data that is considered to add value to the understanding of this paper will also be attached. Chapter 2  Background As stated previously, tourism is one of the most important industries in the UK economy. Therefore, as the core theme of this research is related to an organisation within this industry, it is appropriate to provide some background relating to UK tourism and the Docklands area in particular, as wells as the organisation that is forming the case study, namely the Travelodge hotel group. 2.1  Tourism in the UK The level of tourism in the UK has seen a diverse change depending upon the criteria that one uses. For example, with regards to domestic travel of UK residents, this saw a reported decline of –4.0% in the last 8 months of 2006 when compared with the previous year, although there were still nearly 102 million overnight trips (Visit Britain 2008 b, p,4). Conversely, the numbers of overseas visitors increased by 9%, rising to nearly 33 million trips (Visit Britain 2008 a, p.8), as can be seen from the following table (figure 1). In total therefore, tourism in the UK in 2006 saw a participating total of approaching 135 million customers, who visits were for both leisure and business purposes (see figure 2). With between 59% and 74% of the domestic journeys involving overnights stays of one to three days (see figure 3) and 42% of overseas journeys having the same duration, this provides a significant existing market opportunity for the UK hotel industry and room for continued growth, especially as at present it is estimated that only around 30% of the domestic visitors choose Hotels and guest houses for their accommodation needs (see figure 4). However, with hotel occupancy rates having fallen in recent years, especially in the capital, although this was partially due to terrorist attacks (Chetwynd and Knight 2005), it is important for hoteliers to ensure that they are providing the necessary level of quality service to capture this market. 2.2  Tourism in Docklands Visit Britain statistics (2008 a, p.11) indicates that of the total inbound tourism trade during 2006, nearly 16 million visitors chose London as their destination, with many more domestic tourists swelling that number. Similarly, compared with the rest of the UK, the hotel occupancy levels in London remain at a reasonably high level of around 72% (Visit London 2008, p.4), due mainly to the high mix of customers from the domestic and international leisure and business sectors. Having spent over  £12 billion on regeneration of the area, London Docklands is taking its fair share of visitors, with 24 hotels at present and a further five in development (LDVC 2008), of which the Travelodge budget hotel in Coriander Avenue, E14 is one. 2.3  Overview: Travelodge – London Docklands The Travelodge brand of hotels, which was originally formed in the US, has seen a number of owners since then, with the latest being a  £675 million acquisition for the group by Dubai International Capital in 2006. It is the UK’s second largest budget hotel chain with over 300 units in the UK offering around 22,000 rooms (Editorial 2007), although the company expects that to expand to 32,000 within the next three years, an plans to more than double this expansion by 2020. In 1985 the group was the first hoteliers to strip out what it considered to be non-essential services in an effort to reduce costs of hotel stays to the minimum, which in 2007 were around  £26 a night. Another example of the budget cost example can be seen from the group’s Docklands hotel, where normal rates of  £49  £59 per night can be reduced to as low as  £29 if they are booked around three weeks in advance. Travelodge’s mission statement is aptly summed up on their website as â€Å"Pay for things you don’t want? That’s crazy!† (Travelodge 2008). They further go on to explain this statement by outlining the fact that the quality of their services to the customer is the provision of nice beds, clean rooms and a value for money price which the inclusion of items such as room service, extra towels, toiletries and other items that are seen by other hoteliers as value added services, would prohibit the business from achieving. According to press releases (Travelodge 2008 b), the company has seen significant growth during the course of 2006, with revenues increased by 19% and room occupancy by 24%. These results are in line with the reports issued by the Mintel group (Kuhn 2007), which shows that in the four years to 2006 the budget hotel sector grew by 38% , out performing other sectors of the industry that could only manage 12%, to exceed the  £1 billion barrier of revenue for the first time. It can be seen from this background and the statistics that the budget hotel industry is obviously making inroads into traditional hotel markets. However, the question which this research will address is whether this is simply based upon the price advantage or if other service quality and customer satisfaction issues have also influenced the growing popularity of the budget hotel sector. Chapter 3  Literature Review During the course of the past six or seven decades there has been a considerable amount of literature and research produced that has endeavoured to address the issues of customer satisfaction and service quality, as well as a number of models of measurement that can be utilised in respect of the latter. This critical literature review will discuss a selection of these studies and in particular endeavour to identify whether there is a link between these and the model that has been deemed appropriate for the budget hotel sector, or indeed where gaps in current literature exists. 3.1  Customer satisfaction Customer satisfaction has been the subject of a reasonable amount of academic literature over the past few decades from a number of perspectives. For example, researchers such as Porter (1998), Parasuraman (1997) Agrawal (2000) and Harrison (2003) have all outlined the benefits of customer satisfaction as an integral aspect of competitive advantage. As Hennig-Thurau, and Hansen (2000, p.62) comment in their study on relationship marketing, it is the intention of all businesses â€Å"to try and engender a high level of customer satisfaction in order to positively influence our customers repurchasing and communicative behavior†. There is little doubt that the level of satisfaction experienced by customers will impact upon the way they react to a product or service, in other words it drives their behaviour (Schiffman and Kanuk 2000). However, the difficulty that all academics have wrestled with over the years is in defining exactly what â€Å"customer satisfaction is† and, perhaps more importantly, which determinates influence the achievement of customer satisfaction. Hennig-Thurau and Hansen (2000, p.8) define customer satisfaction as being the â€Å"emotional or empathic reaction† that occurs within the customer as they judge the experience of the product or service against the expectations they had prior to that experience. Richard Oliver (quoted in Holbrook 1999, p.56) rests with the definition that ideals and excellence is equal to satisfaction. Ziethaml (1998) adds further substance to these definition by explaining that satisfaction is all about the perception of value when adjudged again st price, quality, need and payment, In summarising this position, Zeithaml (1988, p.14) stated that â€Å"Perceived value is the consumer’s overall assessment of the utility of a product based on perceptions of what is received and what is given †¦ value represents a trade-off of the salient give and get components,† in other words the cost of ownership against the value perceived. This is a definition that has been accepted by a number of other researchers, including Christopher (1996), although as Dr Brennen (2003, p.4) observes, there is some departure from this consensus in respect of the component parts that make up customer satisfaction, with some observers only including price as a denominator whilst others include the total cost of ownership. Nevertheless as Suzan Boztepe (2007, p.56), points out, to identify customer satisfaction, â€Å"The emphasis is on the point of exchange, and money is seen as a fundamental index of value.† It is as that moment, when the product of service has been purchased and used, in the respect that a contractual agreement has been entered into, that the customer makes a value judgement about what they have been given in exchange for what they have paid. In this situation it is therefore usually the case that the higher the level of quality of service promotes a higher level of satisfaction (Kandampully et al. 2001, p.8). In respect of the determinates that engender satisfaction within a customer, there do of course extend beyond the simple and direct use of the product or service. Parasuraman (1997, p.1) refers to this position when he talks above the â€Å"attributes and consequences arising from that use,† which indicates that satisfaction levels can be increased or decreased by other internal and external factors. Boztepe (2007, p.58) agrees with this comment, promoting the view that the context and environment within which the use is received will impact upon the customers enjoyment or satisfaction with the experience. In the context of the hospitality environment of hotel industry that is the basis of this study, this aspect is very important. For example, if the human service in a particular establishment is good but the physical environment, in terms of dà ©cor, equipment etc is not, this would reduce the customer’s enjoyment and therefore lower the satisfaction and value they g ain from the experience. Similarly, in the case of the hotel attention has to be paid to the external factors. For example, if the service from employees and the environment is good, but other guest create a situation that is disturbing or unpleasant to the customer, this nay also adversely affect their satisfaction with the experience and the value they gain from it. Therefore, it can be seen from the forgoing that when providing a service or product the supplier, or in this case hotelier, has to understand not only how the customer behaves or is likely to react to the value of the service provided, but also be aware of the factors that might adversely influence that behaviour. If that is not understood â€Å"the likelihood of consumer satisfaction diminishes, as does the potential for a profitable business† (Holbrook 1999, p.116). After all, as Porter (1998, p.411) succinctly explains the situation, in order to gain competitive advantage, the aim of the business should be to ensure that the whole format of the various elements of the business supply chain should be geared towards delivering a product or service to the end user that adds â€Å"to their convenience and satisfaction.† To achieve this position the marketer has to understand the whole of the customer behavioural process, which includes what drives them to make the origi nal choice, known as the pre-purchase period, how they will react to the actual use or consumption of the product and their reaction after that use, the post-purchase period (Holbrook, 1999, p.43). If the business bears these aspects in mind, and reacts positively to them, there is more opportunity to be able to provide the customer with a unique product of service that will be perceived by them to have a greater level of value and therefore being more satisfying (ibid p.121), which has the added benefit of potentially engaging the customers loyalty and therefore makes the retention of the customer more likely. In a practical sense this position cannot be achieved unless there is a quality of service. 3.2  Service quality Following on from an understanding of the factors that determine what values give satisfaction to a customer, it has been found that, in essence, this is uniquely linked with service and the quality of that service, which is another area where there has been a concentration of literature over the past few decades. In terms of definition of the words, because of the nature of this paper, the definition of service being relied upon is that promoted by Kolter (1999), who stated that: â€Å"A service is any benefit or activity that one party can offer to another, which is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product.† Harrison (2003) and Holbrook (1999) regard quality as being the originator for meeting the expectation of value and satisfaction for the customer. In this respect, Holbrook (1999, p.13) states that â€Å"quality, generally, is an externally mediate perception that a product or service possesses excellent levels of the key quality dimensions which define quality for that product/service.† From the commercial aspect therefore, it is apparent that businesses have a need to use service quality in order to attract customers and to retain their loyalty in a manner that will lead to them continuing to purchase the service in the future, in other words quality is one of the core competing elements (Berry and Parasuraman 1991). An essential element of this will be to aim to provide the customer with an experience of service quality that they perceive to be of a higher value than they can expect to receive elsewhere, at least for the same price and conditions (Hennig-Thurau and Hansen (2000, p.169). Service quality has to permeate through all aspects of the business which, as has been identified earlier, will include the way that employees react to clients, the dà ©cor and content of the environment where the service quality takes place and the control of external determinates. These latter â€Å"situational / environment characteristics† (Holbrook 1999, p.30) are extremely important in a hotel environment as they will directly impact upon the customers perception of value and satisfaction. For example, if when arriving at the hotel the customer is required to wait for some time to become registered and given their room keys, this could adversely affect their satisfaction levels. Furthermore, this experience may reflect in their post–purchase behaviour, for example with the memory of the experience being marred by this one incidence, thus reducing the value they have gained and the likelihood of re-booking. However, what has to be remembered is that each business is unique and will therefore have to find its own way of using service quality in an effort to gain competitive advantage. What works for one sector of an industry or even an individual business may not work for another. In fact trying to change a business service quality strategy to emulate that of another business may do more harm than good (Porter 1998, p.531). For instance, the service quality format and strategy developed by budget hotels such as Travelodge may not work for the five-star hotel sector of the industry. Nevertheless, as can be seen from this discussion, it is important for the commercial organisation to research the are of service quality as it impacts upon their particular business model as this will provide them with â€Å"valuable insights† into how to promote their goods or services in a way that is deemed to provide the customer with the level of service quality that they are expecting (Hennig-Thurau and Hensen 2000, p.13) 3.3  Methods used to measure customer satisfaction and service quality There are a number of methods for measuring the relationship between customer satisfaction and service quality that have been discussed in literature over the years, both from the academic and practical viewpoint. For the purpose of this research it has been decided to use the SERQUAL method originally developed and later revised by Parasuraman et al (1991). However, prior to reviewing this particular method and the reasons for its choice, it would be of benefit to briefly discuss some of the other measurements that are available. Other methods One method of measurement that is particularly popular in the hospitality sector, especially with guesthouses, is the use of comments and feedback from the customer. As Porter (1998, p.147) acknowledges this system of testimonials does have value in the respect that it provides the supplier with a direct indication of the levels of value and satisfaction experienced by the customer. However, the difficulty with this process is twofold. Firstly, the construction of the process may be misleading for the customer and the business (Kandampully et al 2001). For example, a simple complaints format does not show areas where the business is succeeding. The second aspect of this process is that it is not sufficiently defined. The business managers need to know in which specific service quality areas they are performing well or not. Without such definition it is difficult for them to be able to address areas that are perceived by the customer as a concern. Two other methods that prove quite popular are the general satisfaction and the continuous monitoring surveys and polls. Both of these have their drawbacks. In terms of the former, whilst it is in many ways similar to the SERVQUAL method chosen, its concentration upon the customers perceptions leaves it weak in terms of providing practical results that can be directly implemented by the business. Continuous surveys on the other hand have the inherent problem of adding to administrative costs within the business and, in addition, there may be issues with sampling (Visit Britain 2008 b). These can result from the fact that, being random in nature, continual update of relevant data is required, which may not always be easy for an individual business to acquire or manage. SERVQUAL Measurement The SERVQUAL method of measurement is one that has been â€Å"extensively applied† (Shahin 2005, p.4) and has been found by many to be particularly useful in providing a â€Å"true measure of customer service† (Kandampully et al 2001, p.68). It is seen to be relevant to the hospitality sector and has been used extensively in this area of commerce. Although in some cases this model has been extended by researchers to a dozen elements, essentially the foundation of the SERVQUAL process is founded on five key factors (Sahney et al 2004), which are: Tangibles. Physical facilities, equipment and appearance of personnel. Reliability. Ability to perform the promised service dependably and accurately. Responsiveness. Willingness to help customers and provide prompt service. Assurance (including competence, courtesy, credibility and