Manage Personal Work Priorities And Professional Development Essay

In this paper I will look at the core characteristics of being a good role model and effective leader and reflect upon how these compare to my characteristics and traits in the role I perform in my work as a supervisor. I will also discuss how I can develop as a better leader, how I manage my responsibilities in the workplace and my professional development. A good role model isn’t necessarily a leader, from my experience some of the good role models I have seen haven’t made a good leader even though they were very good in their previous role. Even if you are a leader doesn’t mean that you are a good role model and I have seen plenty of those too. A good role model in the workplace has credibility, leads by example, has the respect of their colleagues and is often imitated by them. If you search for â€Å"what makes a good role model?† on the internet you will find hundreds upon hundreds of sites which give you a number of identical characteristics depending on the number (most sites say between 5 and 10.) You will also find that characteristics of being a good role model extend and apply beyond the workplace. It is also important that the good traits, attitudes and behaviours are consistent to become a good role model. I believe that one of the most important characteristic of being a good role model is setting a good example. Southern Illinois University, Edwardsville: Role Models – Defining Positive Role Models, list the following characteristics of a good role model:- A sense of duty to work for the common good Compassionate Can work through challenges Committed Capacity to achieve goals Possess high standards and Values Courage and Strength Models Forgiveness Trustworthy Humility Peaceful Wise Admits when they are wrong Genuine Love Understands the whole situation Not mentioned in this list directly is being knowledgeable and well-rounded and good communication (although these are mentioned regularly in other lists found). To be a good role model in the workplace for the employees I supervise I need to lead by example. I need to be aware of the characteristic and traits of a good role model and develop the characteristics I don’t possess or need to be developed. To be a good role model for the employees I supervise basically need to lead by example and possess the majority of the characteristics above. For example I use my excellent communications skills I have developed from almost 9 years in policing to not only communicate with the employees I supervise but actively listen to them. Only recently I was conducting a safety interaction with an employee and after talking about safety issues, he trusted me enough to talk to me about some of his personal issues and sought my advice on matter. I am also very good at working through challenges and use my knowledge and ability to think outside the box to solve issues that arise. This is a daily occurrence in my role as I am in control of an entire rail yard and its operations which are very fluid and ever changing. I am very committed to my role and this is shown by my capacity to assist others that require assistance. Recently we were short staffed and I helped out an employee in shunting operations that allowed us to complete the task and achieve the goals of departing all trains on time. I use honest self-reflection after my shift to determine whether or not I was a good role model that day and look for ways to improve on my performance. Feedback from staff and even watching them work during my shift using my ideas or practices also show that I am being a good role model. Finally performance reviews with my manager also reflect on whether I am a good role model. The traits of an effective leader adopt those of a good role model, to be an effective leader you need to be a good role model. Leadership Getting it done (Rex Campbell, 1997) states the two most important traits of an effective leader is motivation and communication skills. It then goes onto describe fourteen other traits that an effective leader is likely to possess, but states that not many leaders will possess all of them well developed but most leaders will have most of them developed. The fourteen traits are: Personality (including interpersonal skills) Persuasive (communication skills) Persistence Patience Perceptive Probity (Honest and Trustworthy) Praise Giving Positive Orientation People Based Possible (Realistic) Practical Progressive Prepared (Knowledgeable) Power Building 7 Traits of Highly Effective Leaders ( Inc.com, Peter Economy, Aug 23 2013), streamlines the above traits down to the ability to inspire action, optimistic, integrity, supporting and facilitating your team, confidence, communication, and decisive. After studying the traits listed I disagree with the trait of being optimistic and believe being realistic is more important. I also believe that being creative, level headed, being able to manage conflict and a committed worker are also very important traits. I believe that I possess all the traits mentioned of an effective leader in some capacity with some being more developed than others. I have excellent interpersonal and communication skills that I have developed over nine years of policing that allow me to talk to people. These include active listening, asking questions and giving clear tasks. For example, even though it’s part  of their job and I still ask people to perform tasks as it is polite and makes them feel like they are choosing to the task and feel motivated. I am knowledgeable and know where to find the answer if I don’t know it off hand. I am one of only three supervisors in my management team that have had the experience in all roles of the employees that we supervise, this allows me to help when people require assistance or have problems. I’m often asked to assist and only offer my help and don’t barge in or takeover because they aren’t doing it the way I think. I am not one of those supervisors that sit back when times are tough, instead I am there at the frontline working through the challenge. At the end of every shift I supervise I say thank you the employees I supervise especially if it’s been a challenging shift. To be good and my job role requires me to be decisive, creative, level headed and realistic due to the, I allow my employees to think of solutions and give them feedback and other ideas. I tend not to tell them what to do and micro-manage instead I choose to step in when they are stuck or there is some conflict of dynamic and ever changing work situation. Logistical problems will often arise and need to be solved expeditiously ideas. I have good conflict management skills and have settled a number of disputes that have occurred between employees. A short while ago I had two employees who were arguing outside my office quit loudly and before I had an opportunity to see what was happening one of the employees came rushing into the office very flustered and upset stating that he needed to go home. I spoke to both employees separately and together to resolve the issue and the upset employee confided in me that he had some other personal issues that may have affected his reaction. There was still grounds for his complaint so the other employee was dealt with. I gave the upset employee ten minutes to calm down and gather himself and after that time he thanked me and stated that he was ready to resume work. I believe that this outcome was possible because I of my conflict management skills which included my integrity, my communication skills and the employees feeling comfortable enough to confide in me. As I have mentioned before I am believe I have the traits and that I am an effective leader however I am not perfect and there is always room for  improvement. Knowing what makes and effective leader is the first step to developing the skills. As I have read in some of the articles some of the traits come naturally, some are easily developed and some will require hard work to develop. If possible I think it’s important to have a good leadership role model as I do. This would help you set the standard and with some personal reflection or feedback from others allow you to identify the traits that require development. In my organisation supervisors and managers are given leadership workshops to provide this â€Å"training† and help triggers self-reflection and development of the traits of an effective leader. During this workshop I demonstrated my traits as a leader and was able to develop those which require improvement. My organisations plans and goals are reflected in the mission, vision and values with safety being the main core value. By working safely, ensuring other employees work safely and ensuring the mission, vision and values are followed or worked towards would ensure that my work goals and plan reflect this. I have a yearly Personal Performance Review (PPR) with periodic meetings through the year, that ensures my work goals and plan reflects that of my organisations. There is weekly management meetings that I attend (shifts permitting) where we are updated with any changes or updates the organisations plans or goals. Most recently my company is trying to reduce operating costs and we have been asked to be wary of costs and find ways to reduce cost. This is supplemented by regular emails and correspondence from colleagues about our organisations goals and plans. To ensure I meet my Job responsibilities I need to know and understand what my job responsibilities are. As a supervisor at Aurizon I have responsibilities that are common to all supervisors, managers and sometimes all employees, as well as a number of responsibilities that are unique to my job role. At the time of applying for my position I was supplied Position Description which identified the key responsibilities of my role and this was followed up by a meeting with my manager upon being successful. There is also a handbook created by previous supervisors that lists the daily responsibilities of my role (although this is mainly used for use by those acting in the role.) I have a diary that I record my daily actions that I not only use as evidence for my PPR, but also to ensure I have met some of my daily/monthly responsibilities. I also  create daily lists to ensure that not only my regular daily responsibilities are carried out but also any additional requirements that arise ar e met. As previously mentioned I have a PPR to measure my personal performance on an annual basis with periodic meetings to assess my progress. To assist with evidencing this and maintaining this I have a diary that I record targets and responsibilities I perform. I also keep any emails of praise from my manager, other colleagues in my organisation, and external parties. Regular conversations and feedback from my colleagues and mangers also provide measure of my performance. I maintain my performance by ensuring I meet my monthly targets or key performance indicators and analysing it on a regular basis to ensure it’s at the appropriate level or higher. If I believe that my performance is not to standard or if I was informed that it was to the expected standard I would look at ways to improve my performance. In my organisation and for my role my in particular my work revolves around timetables for trains and is very time based. In my office we have a whiteboard with the timetable for my shift and the next train after which becomes one of our main priorities for the shift. To organise and prioritise my work I write a list at the start for the shift which would include my daily responsibilities such as meetings and checks. I then add tasks specific to that day that regularly occur or have been prearranged for the day, new tasks are added to the list as they come up. All the tasks will have a specific time frame of completion whether it is to be completed by the end of my shift, during my shift or in some cases over a period of days, weeks or months. To help me organise my work I use technology to help organise and manage my work. I mainly use my outlook calendar with reminders of regular daily tasks and use it to set reminders for future tasks that extend beyond my shift. We also receive daily emails from colleagues regarding our priorities or tasks for the day. Due to the nature of my work and my sometimes limited time in front of my computer I prefer to not use technology, as it changes regularly and isn’t necessarily the most efficient way to manage my work. I am able to maintain my work/life balance quite easily due to my role and the number of people in my team. I am one of five supervisors that perform my role and we work a 24hr roster, so there is always one of us (or in some case an acting supervisor.) This means that I almost never take work home and when I leave, I leave my work at the gate  and most of time work my set roster. This allows for a regular amount of â€Å"life â€Å"time which is important with a young family. I have a good relationship with my manager and I am pretty lucky that he is very pro-family and out of work activities. I also have a number of activities outside of work and more importantly away from work people which include volunteer fire and rescue, regular exercise and socialising with friends. During work time I also look to have a least half an hour away from my desk/work duties for my lunch break to take time out. I have number of skills and knowledge that I am required to remain competent in to ma intain both legal and organisational qualifications and knowledge. To ensure that these standards of competency I have regular refreshers and assessments dependent on the qualification or competency required. The majority of these are monitored by the training department in my organisation and other employees. I also have a computer based program with my training profile and due dates, these are mainly revolved around computer based training. A number of my competencies or qualifications are skill based and requires periodic assessment, so I regularly make time to practice and use these skills in the workplace as I don’t regularly use them as part of my role. In addition to my requalifications and refreshers, I ensure my knowledge is maintained I regularly re-read rule books and workbooks from course. My PPR process allows my manager and me to identify developmental needs and so far I have completed and Excel course, leadership course and drug and alcohol sampling course, with a number of other development opportunities already identified. I even suggested this course which I saw as beneficial to my development. Once again self-reflection and identifying gaps, weaknesses and room for improvement help me identify my developmental needs. When looking at my developmental needs I also need to take into account my personal learning style. There are numerous theories and models on learning styles, some of which pigeon hole your learning style while other identify you tendency towards that style. According to work adapted from Barbe, Swassing and Milone; Learning styles consist of three types, Visual (seeing and reading), Auditory (hearing and speaking), and Kinaesthetic (touching and doing.) After reading the traits for each style I would most likely identify myself as having a visual learning style followed by an Auditory. Honey and Mumford (based on work by Kolb) identified four learning styles as Activist,  Reflector, Theorist, and Pragmatists. Activists tend to enjoy team/group activities and learning; Reflectors tend to enjoy self-paced learning, scenarios, observations and meetings; Theorists tend to enjoy reading, experiment based activities, classroom and laboratory/workshop training, conferences and discussion; Pragmatists tend to enjoy on job training, coaching and work based projects. After conducting the test based on this model I show low preference to having an Activist learning style and moderate preference to the reflector, theorist and pragmatist learning styles. I also conducted another test on the internet based on the Gardner model which is an expansion on the three types of learning styles of visual, auditory, and kinaesthetic. Gardner’s model expands the different styles to seven, consisting of visual, social, physical, aural, verbal, solitary, and logical. After taking this test I showed that I rarely use/prefer visual and physical learning styles, and have a moderate preference towards all the other learning styles. Based on the various results and self-reflection of my personal learning style it is quite clear that I have a moderate preference towards a number of learning styles. My personal learning style is that I like to read and take notes on the theory of the knowledge/skill to be learnt, question the material and ask what-if questions (especially if its knowledge of rules,) followed by on job mentoring. My past two main qualifications/skill that I have gained in train operations was following this process. I know from previous courses and employments that I don’t like role-play scenarios and prefer on job experience. To ensure that I took advantage of learning opportunities I would if possible adapt/suggest the learning style to suit my own. However I am more than capable of still learning in a different style than my preferred styles and wouldn’t pass up an opportunity for learning. As previous mentioned during this paper my main source of feedback is from my PPR process with my direct line manager. I also receive some feedback from my peers, direct reports and internal and external customers usually via my line manager. My company also has a development program for managers with confidential surveys of your line manager, reports and peers. Any feedback I receive, whether it is good or bad, I will analyse for anyways to improve my performance or competency. This could be to learn new skills, development programs, courses to expand on a current knowledge/skill base or to observe/shadow a colleague. I have a  number of networks both personal and work related that are of assistance to me in my current role. Due to the size of the town I live and work in, I have a number of personal relationships that have assisted in these networks. I am a volunteer firefighter and have a network of other volunteers I encounter both through the brigade and through other agencies. Having a variety of people has not only allowed the sharing of knowledge regarding emergencies, but has also assisted in the foundation of other networks. This has been beneficial to me as I have been able to use my extensive knowledge of emergency situations in my role and increase my work related networks. A network that I use to increase my knowledge on a regular basis is with the mechanical department. I have a good relationship with the supervisors and direct reports and receive a lot of technical information that is of great benefit to me. In general by having good relationships/networks you can gain knowledge by asking questions and shadow/observe best practice. Maintaining a competitive edge in the work place is a very important in today’s age, if you don’t then you’ll be left behind. An important outlook is to know that you don’t know everything and that you need to keep learning and acquiring knowledge and skills. Currently in my workplace I have a competitive edge over my peers, as I am motivated, have more qualifications and skills than the majority of them, better communication skills, better computer skills, my willingness to learn new things and most importantly that I strive to do my job to the best of my ability. To ensure that I acquired new skills I would seek learning opportunities both in and out of the work place. I would identify these learning opportunities through my PPR process, feedback and self-reflection. In conclusion to manage my work priorities and professional development I use self-reflection, my personal performance review, and feedback to identify development needs and opportunities. By being aware of the many traits that make a good role model and an effective leader, I can use self-assessment and other forms of feedback to improve and develop my skills. Also by being aware of the traits I can identify a role model of my own to help in becoming a better leader.

Public Speaking

Public Speaking Vocabulary Learning Strategies There are numerous different classification systems for vocabulary learning strategies. Several common used are listed at the following. Gu and Johnson (1996) developed a classification of vocabulary learning strategies that are beliefs about vocabulary learning, metacognitive regulation, guessing strategies, dictionary strategies, note-taking strategies, memory strategies (rehearsal), memory strategies (encoding) and activation strategies. Schmitt (1997) took advantage of Rebecca Oxford’s (1990, p. 4) classification of learning strategies containing memory strategies, cognitive strategies, metacognitive strategies, and social strategies, and the Discover/Consolidation distinctions suggested by Cook and Mayer to propose an extensive taxonomy of vocabulary learning strategies. It can be divided into two classes. Five groups are included in these two classes. I. Strategies are used for the discovery of a new word’s meaning Determination stra tegies (DET): the strategies are used to discover a new word’s meaning without recourse to another’s expertise when learners don’t know a word.For instance, learners can use a dictionary, analyze any available pictures or gestures or guess meaning from textual context. Social strategies (SOC): the strategies are employed to ask someone who knows. Learners can ask teacher or classmates about information in a variety of ways, such as a synonym, paraphrase, or L1 translation of new word. II. Strategies are used for consolidating a word once it has been encountered Social strategies (SOC): they can also be employed to consolidate learned words by interacting with other people like studying and practicing meaning in a group.Memory strategies (MEM): the strategies (traditionally known as mnemonics) involve connecting the word to be retained with some previously learned knowledge, using some form of imagery, or grouping. A new word can be integrated into many kinds of existing knowledge (i. e. previous experiences or known words) or images can be custom-made for retrieval (i. e. images of the word’s form or meaning attributes). (1) Picture/imagery: Learners study new words with pictures of their meaning instead of definition. (2) Related words: New words can linked to L2 words that the student already knows.Usually this involves some type of sense relationship, such as coordination (blue – other kinds of color like red, purple or white), synonymy (beautiful-pretty), or antonym (dead-alive). (3) Unrelated words: Learners can also link words together that have no sense relationships. One way of doing this is with â€Å"peg† or â€Å"hook† words. One first memorizes a rhyme like â€Å"one is a bun, two is a shoe, three is a tree etc. † Then an image is created of the word to be remembered is chair, then an image is made of a bun (peg word) resting on a chair.Recitation of the rhyme draws up these images, which in t urn prompt the target words. (4) Grouping: It is an important way to aid recall, and people seem to organize words into groups naturally without prompting. (5) Word’s orthographical or phonological form: It involves focusing on the target word’s orthographical or phonological form to facilitate recall. One can explicitly study the spelling or pronunciation of a word. Other options are to visualize the orthographical form of a word in an attempt to remember it, or to make a mental representation of the sound of a word, perhaps making use of rhyming words.The Keyword Method entails a learner finding a L1 word which sounds like the target L2 word, i. e. the English word cat for the Japanese word katana (sword). Then an image combing the two concepts is created, such as a samurai cat waving a sword. When the L2 word is later heard, the sound similarity invokes the created image which prompts the L2 word’s meaning. (6) Other memory strategies: There are other useful ways of consolidating its meaning, such as analyzing a word’s affixes, root, and word class.One way of increasing one’s vocabulary is to analyze and learn the individual words of these chunks, and then use the whole chunk (if it is transparent enough) as a mnemonic device for remembering the individual word meanings. In addition, the use of physical action can also facilitate language recall. Cognitive strategies (COG): The strategies are similar to memory strategies, but are not focused so specifically on manipulative mental processing. They include repetition and using mechanical means to study vocabulary. Another kind of cognitive strategy is using study aids.Taking notes in class invites learners to create their own personal structure for newly learned words, and also offers the chance for additional exposure during review. Metacognitive strategies (MET): Students used the strategies to control and evaluate their learning, behaving an overview of the learning proce ss in general. Table 1 A Simple Taxonomy of Vocabulary Learning Strategies Vocabulary Learning Strategy (VLS)| 1. Strategies for the discovery of a new word’s meaning| 2. Strategies for consolidating a word once it has been encountered | Determination strategies (DET)| Social strategies (SOC)|Social strategies (SOC)| Memory strategies (MEM)| | Cognitive strategies (COG)| | Metacognitive strategies (MET)| Table 2 A Taxonomy of Vocabulary Learning Strategies (Schmitt, 1997, p. 207-8) Taxonomy of Schmitt’s Vocabulary Learning Strategies Strategy Group Strategies for discovering the meaning of a new word DET Analyze part of speech DET Analyze affixes and roots DET Check for L1 cognate DET Analyze any available pictures or gestures DET Guess from textual context DET Bilingual dictionary DET Monolingual dictionaries DET Word lists DET Flash cards SOC Ask teacher for L1 translationSOC Ask teacher for paraphrase or synonym of new word SOC Ask teacher for a sentence including t he new word SOC Ask classmates for meaning SOC Discover new meaning through group work activity Strategies for consolidating a word once it has been encountered SOC Study and practice meaning in a group SOC Teacher checks students’ flash cards word lists for accuracy SOC Interact with native-speakers MEM Study word with a pictorial representation of its meaning MEM Image word’s meaning MEM Connect word to a personal experience MEM Associate the word with its coordinatesMEM Connect the word to its synonyms and antonyms MEM Use semantic maps MEM Use ‘scales’ for gradable adjectives MEM Peg Method MEM Loci Method MEM Group words together to study them MEM Group words together spatially on a page MEM Use new word in sentences MEM Group words together within a storyline MEM Study the spelling of a word MEM Study the sound of a word Table 2 (continued) MEM Say new word aloud when studying MEM Image word form MEM Underline initial letter of the word MEM Configura tion MEM Use Key word Method MEM Affixes and roots MEM Part of speech MEM Paraphrase the word’s meaningMEM Use cognates in study MEM Learn the words of idiom together MEM Use physical action when learning a word MEM Use semantic feature grids COG Verbal repetition COG Written repetition COG Word lists COG Flash cards COG Take notes in class COG Use the vocabulary section in your textbook COG Listen to tape of word lists COG Put English labels on physical objects COG Keep a vocabulary note book MET Use English-language media (songs, movies, newscast, etc. ) MET Testing oneself with word tests MET Use spaced word practice MET Skip or pass new word MET Continue to study over time Public Speaking Public Speaking OUTLINE FOR SPEAKING TO INFORM (SPEECHES ABOUT CONCEPTS) NAME| 😠 ZULAIKHA BINTI AHMAD ABDULLAH| SUBJECT – SUBJECT CODE| 😠 PUBLIC SPEAKING – UBE 2023| SEMESTER| 😠 4. 0| SESSION| 😠 2012/2013(2)| KULLIYYAH| 😠 KULLIYYAH SYARIAH & UNDANG-UNDANG| TITLE| 😠 HEALTHY AND ACTIVE LIFESTYLE| PROGRAMME STRUCTURE / GROUP| 😠 ISMSY_SYA 7| OUTLINE FOR SPEAKING TO INFORM * Topic: Healthy and active lifestyle. * General purpose: To inform (speech about concepts). * Specific purpose: To inform my audient about healthy and active lifestyle. Central idea: There are three ways to be healthy and active lifestyle are take balance meal, sleep enough every day and importance of exercise to make human healthy and more active. Introduction I. The goal of my speech is to inform you about healthy and active lifestyle . Most of us hardly think healthy and active lifestyle is very importance but do we in healthy and active lifestyle. The definition of hea lthy and active lifestyle from oxford dictionaries healthy is in a good physical or mental condition, active meaning engaging or ready to engage in physically energetic pursuits and lifestyle is the way in which a person lives. II.A healthy lifestyle leaves you fit, energetic and reduced risk for disease, based on the choices you make about your daily habits. III. Developing a healthy lifestyle for children as early as possible is important, but it is never too late to make positive lifestyle changes. Good nutrition and plenty of physical activity can help prevent obesity and diabetes in children, as well provide a good foundation for muscle and bone development. Healthy children are more alert and have more energy. Healthy lifestyles for children start with the family, parents are role models and activities that families do together have a big impact on children.IV. Today I will introduce you to three ways to be healthy and active lifestyle are take balance meal, sleep enough every day and importance of exercise to make human healthy and more active. (Transition: Let’s start by looking at healthy and active lifestyle) Body I. Firstly, one big step to be healthy is taking a take balance meal. A. A healthy diet includes a variety of foods from the various food groups. A healthy diet includes at least 4. 5 cups of fruits and vegetables, 3 cups of dairy and 3 oz. of whole grains daily.Fish, poultry and vegetarian proteins should be eaten more often than red meat. Use unsaturated fats, such as olive or safflower oil, more than saturated fats for cooking, dressing and baking. A healthy diet also limits processed and fast foods high in added sugars, sodium and Tran’s fats. * ?†¦.. ? ? , ? )Al-Araf: 31) Translation from Al-Quran:   eat and drink but waste not by extravagance, certainly He (Allah) likes not  Al-Musrifun  (those who waste by extravagance). * We can refer the eating pyramided : B. A healthy diet can reduce risk for disea se. Following a healthy, balanced diet can help you to maintain a healthy weight, lower your cholesterol and reduce your risk for disease. Choose high fiber, lower fat foods and 5-10 servings of fruit and vegetables every day. Balance your daily meals with foods from the four food groups described in  Canada's Food Guide to Healthy Eating. * According to the latest study to investigate whether diet can reduce heart attack and  stroke  among those who are trying to avoid second or third events and are already taking medications to control blood pressure and  cholesterol.In the largest-ever of its kind, published in the journal  Circulation, a group of international researchers say  healthy eating  can have an added beneficial effect on the heart on top of the influence of heart-protecting medications. â€Å"We encourage everyone to eat healthy. But especially high-risk patients, we want them to know: Take your medication, but modify your diet as well,† says lead study author Mahshid Dehghan, a researcher at the Population Health Research Institute in Hamilton, ON, in  Canada, one of the centers involved in the study. Some people think that if medication lowers their blood pressure, healthy eating doesn’t matter. We want them to know that this is wrong,† she says C. Drink enough water is importance. Water is your body's principal chemical component and makes up about 60 percent of your body weight. Every system in your body depends on water. For example, water flushes toxins out of vital organs, carries nutrients to your cells and provides a moist environment for ear, nose and throat tissues. * Everyone has heard the advice, â€Å"Drink eight 8-ounce glasses of water a day. † That is about 1. liters, which isn't that different from the Institute of Medicine recommendations. Although the â€Å"8 by 8† rule isn't supported by hard evidence, it remains popular because it's easy to remember. Just keep in mind that th e rule should be reframed as: â€Å"Drink at least eight 8-ounce glasses of fluid a day,† because all fluids count toward the daily total. * Every day you lose water through your breath, perspiration, urine and bowel movements. For your body to function properly, you must replenish its water supply by consuming beverages and foods that contain water. So how much fluid does the average, healthy adult living in a temperate climate need? The Institute of Medicine determined that an adequate intake (AI) for men is roughly 3 liters (about 13 cups) of total beverages a day. The AI for women is 2. 2 liters (about 9 cups) of total beverages a day. (Transition: Let’s start by looking how much hours we need to sleep every night) II. Secondly, sleep enough every day. A. The American Academy of Sleep Medicine recommends that most adults get about seven to eight hours of sleep each night. B.A good night's sleep can actually leave you feeling positive and upbeat. * In fact people wh o suffer from regular sleep disturbances are three times more likely to experience low mood compared to people who sleep well, according to the Great British Sleep Survey, conducted by Sleepier, an organization dedicated to helping people sleep better. C. Sleep can make human more energy and fresh our body and mind. * Example: We face a lot of pressure and sleep can realize our tension and depression. (Transition: Lastly, let’s start by looking the importance of exercise to our healthy)III. Thirdly, importance of exercise to our healthy and more active. A. Exercise can reduce excess fats and toxics. * Examples: Jogging, playing badminton, running, walking is example of exercise. B. Regular daily exercise accelerates the body's natural detoxification mechanisms. * Physical activity increases blood circulation throughout the body allowing important nutrients to effectively reach our cells, tissue, organs, and muscles. Lymph fluid (part of the immune system) will also circulate more efficiently increasing the body's ability to kill pathogens and remove toxins.C. Exercise flushes metabolic waste and other harmful substances from our cells, and vital organs are cleansed. * Toxins can then be eliminated through the various bodily pathways. * Exercise can fit our body and can get ideal weight. Conclusion I. As we have seen, our responsible to take care our healthy. II. Most importance and valuable are healthy and active lifestyle. III. If we rich in property but we are not health , there are no use anymore. We can be healthy and active lifestyle ,say yes we can.

Marketing Management Plan Essay Example | Topics and Well Written Essays - 2250 words

Marketing Management Plan - Essay Example The beauty of competition in technology is beneficial to consumers, since superb products will be developed, that are efficient and effective in usage. Marketing of Samsung products is guided by the philosophy â€Å"At Samsung, we follow a simple business philosophy: to devote our talent and technology to creating superior products and services that contribute to a better global society† ("Values & Philosophy†, n,p). Samsung objective is to sell to its consumers quality products that will satisfy their need. Delivering quality products to their customers is a form of marketing that will attract other consumers to Samsung products. Samsung is a renowned brand as far as electronics is concerned. Its products get a warm reception from different clients across the globe. It can be evidenced by its numerous branches in various countries. Being a technological company it has to ensure it meets the expectation of different segment of its clients. The older generation (generation X) may not be interested in the rate at which technology is being advanced, but they will appreciate it later. This generation is totally different with the generation Y and Z. The two generations are techno-driven and will be willing to pay more for any advancement in technology. (Mullins, and Orville, 2013, pg, 89), argued that members of these generations like sophisticated technology. Samsung over the years since its inception in 1969 has invested heavily in the research and development department. Credit has to be given to the Research and Development team for the current position of Samsung in the market. The core marketing objective o f Samsung is to try and entice the Y generation to embrace new technologies. It is because the rate of obsolescence in technology is higher than any other industry. Therefore, it will be a waste of resources producing â€Å"dead† technologies for a small market segment. Samsung headquarter is in Seoul, South Korea, therefore, its immediate customers are

Critically examine the claim that people are an organisation's most Essay

Critically examine the claim that people are an organisation's most valued asset. How this claim would be translated into prac - Essay Example Different approaches have been developed in the literature regarding the role of people within modern organizations. In accordance with a common view, people are the most valued asset of each organization. The specific issue is examined in this paper. Reference is made to the potential translation of the above statement in practice, especially regarding the development of organizational strategies. The research on the particular subject has revealed that people are, indeed, the most valued assets in modern organizations; however, their contribution in the development of the organizational practices is not always appreciated, an issue highlighted in the study of Lawler et al. (2008). The common statement that employees are key assets of an organization does not always reflect the actual thoughts of organizational leaders – a problem mostly related to the different perceptions of organizational leaders on the role of employees within organizations. The literature published in th e specific field is presented – followed by a critical analysis of the finding, at the level that such activity would help to understand the role of employees as part of the organization. 2. ... In the literature, additional perceptions on the role of people within organizations have been developed. In accordance with Sveiby (1997) the role of people within organizations could be explained as follows: the balance sheet of each organization has a series of invisible assets: ‘employee competence, internal structure and external structure’ (Sveiby 1997, p.10). It is made clear that employee competence refers to the ability of employees to develop the various organizational tasks, i.e. to respond to the organizational needs, no matter even if these needs are related to tangible or intangible assets (Sveiby 1997, p.10). The above explanation of the role of people within modern organizations is based on the perception that people are indispensable part of organizations, since no organization would exist and operate without the employees who manage its various activities. A similar approach of employees as assets is presented in the study of Storey (2009, p.140); in th e specific study emphasis is given on the role of employees as intangible assets of organizations. On the other hand, Holbeche (1998) notes that employees are a valuable asset of each organization; however, the specific asset is different from the other organizational assets at the level that it is extremely ‘volatile and easily damaged’ (Holbeche 1998, p.10); it is explained that the organization that has not secured the position of its employees is likely to face severe organizational failures. It is also mentioned that the organizational leaders are likely to develop different views on the value of employees in their organization. Moreover, if employees within the particular organization are highly motivated, then their value in the

Students' Rights to Their Own Language Essay Example | Topics and Well Written Essays - 1250 words

Students' Rights to Their Own Language - Essay Example Considering America is an English-speaking nation, the language of teaching, writing and giving any education instruction is preferably English. Immigrant Parents advocate for their children to learn the English language because it is the language of opportunities in America, where they reside (Goode Web). They argue that teaching the students in their native languages will jeopardize the student’s chances in the job market where the English language is dominant. This notion is however, facing criticism with some parties arguing that students should reserve the right to their own patterns and varieties of language while writing their academic work. Therefore, there have been arguments and counter arguments for and against the policy statement adopted by the National Council of Teachers of English in 1974, Students Right to Their Own Language. This paper briefly discusses pros and cons of National Council of Teachers of English policy on language and then supports the statement . The use of one’s language in communication is a complicated phenomenon. The way we speak and the way we write our academic works is largely different. In recent times, uniformity manifests between the two although much success is in the offing in accommodating communication in diverse dialects as proposed in the statement. The use of the written English faces criticism from the inclusive American minorities who have proposed a shift from this norm. A dialect is a language used by a defined group of people. The diversity in dialects is because of different age or educational groups that people belong (CCCC 5). As such, most speakers profess more than one dialect, which pose a great challenge to America’s education sector. Since a dialect closely relates to a culture, accepting a new dialect is like accepting a new culture and the reverse is true. Thus, switching a dialect is a complicated issue. A rejection of any dialect in favor of the American dialect is an act of discrimination and exertion of dominance over less prevalent dialects. Indeed, the success of any speaker cannot be defined by dialect. Undeniably, the right to student’s native dialects deserves respect. Additionally, as individuals tend to maturity, they incline to their language patterns, which are difficult to change (CCCC 7). In fact, the idea of forcing an adolescent to learn the Standard English dialect is a hard assignment that might work against them while competing with students who are naturally fluent in the English language. For the purposes of fairness, the students should use their own dialect in academic work. Similarly, no dialect is good to dismiss others in general use. Therefore, the plural student society will require multiple languages to address the education curriculum needs. Another challenge that resides in the Edited American English (EAE) is the ability to write. The EAE requires a lot of precision in writing, spelling, punctuations, and interpreta tion. It warrants competence to learn how to speak and write a different dialect fluently. Hence, students should use the dialect they are fluent in speaking, writting, and interpreting in their academic work. Additionally, the dialect that students use in reading does not affect the interpreted meaning of any piece of an academic work since reading involves decoding the meaning and not decoding the utterances (CCCC 9). Hence, the adoption by National Council of Teachers of English in 1974, on the Students Right to Their Own Language, was relevant (NCTE Web). To achieve

Changes needed to Palliative care today Thesis Example | Topics and Well Written Essays - 5000 words

Changes needed to Palliative care today - Thesis Example She recommended that the palliative care component and appropriate standards be included in the needs assessment and in the contracts for hospitals and community services. According to Morrow (2009) the aim of palliative care is to improve the quality of the life of patients and their families who faces a life-threatening illness. Its focus is to alleviate them through prevention and the treatment of suffering. Palliative care involves the self (physical, emotional, spiritual) of the patient as well as their families. This care provides relief from pain and other symptoms related to the illness (fatigue, nausea, shortness of breath, loss of appetite). The aim is to prevent and relieve these symptoms so that the patient may continue with his or her daily life. Hospice care is one form of palliative care. The palliative care may be offered at any given time of an illness with curative therapies which are meant to prolong life versus hospice care, designed for patients that have a terminal illness and the life expectancy is of six months or less (Morrow, 2009). The palliative team is composed of doctors treating different conditions (diabetes, heart diseases, kidney disease). The palliative care doctor will generally orchestrate the care between several specialists to create a perfect harmony. The palliative care team may include: Palliative care physicians; specialists or general practitioners; nurses; nursing assistants or home health aides; social workers; chaplains; physical, occupational, and speech therapists. This team may assist in the health care choices that may be right for the patients (Morrow, 2009). The palliative care may be given in hospitals (chemotherapy, radiation) or at home. The subacute team is similar in its composition, except that they include: in-house medical staff, registered nurses and certified nurse aides, dietary, therapeutic recreation specialist, and an

Phoenix air pollution Essay Example | Topics and Well Written Essays - 1500 words

Phoenix air pollution - Essay Example I am very convinced that we are all after the same goal, which is to have a pollution free air. We now have to find a common ground to thread. I believe I have a proposal that will bring everyone on board. To solve this problem, we first have to accept that a problem does indeed exist. The most noticeable constant in the skies of Phoenix is the blanket of smog hovering up there. This smog extends to the wider regions of Maricopa County. The sky that is constantly heavy with cloudy dense smog that sometimes results in poor visibility. To put this into perspective, we have to look at statistics on the pollution levels. A survey on the quality of air in Phoenix done The American Lung Association found that the Air Quotient Index is at a staggering high at 57%(areavibes.com).The Air Quotient Index (AQI) refers to an average value that considers harmful pollutants in relation to its impact on the health of the people. This is way above the national index by 172.9 % ( arevibes.com). EPA us es this AQI when enforcing the Clean Air Act. EPA has classified these results into five major categories in relation to the pollutants. These are: nitrogen dioxide, sulfur dioxide, ground level ozone, particulate matter and carbon. With these as guidelines, EPA in conjunction with ALA has made great strides in relation to the air quality in Phoenix. Another parameter used in the determination of the quality of air is the pollution index. This is the sum of all harmful and hazardous pollutants shown in pounds. The pollution index of Phoenix Arizona is at 46.6%. The main pollutants here are arsenic, benzene, lead, mercury and carbon tetrachloride. These pollutants have long term health implications for the inhabitants of this area. Consequently, Phoenix and the regions of the greater Maricopa County lie in a valley. Winds blowing across this area are mostly too weak to blow away the pollutant. This creates a scenario where all polluted air produced is trapped within the valley and pu t back into circulation. The smoke from factories, vehicles and other emissions accumulate and deplete the ozone layer. The ozone layer shields us from the unsafe rays of the sun. When depleted, the protection reduces and this increases chances of developing cancer. The accumulation of these toxins leads to the formation of the dense cloud of smog, which is synonymous with Phoenix. Another thing, which worsens the pollution levels, is the type of weather experienced in the Arizona area. The hot desert climate of Arizona increases the rate at which the smog is formed leading to even more hazy skies (Gulbinas 4). Air pollutants are grouped into two categories: primary pollution brought about by carbon monoxide, etc. Its pollution is direct in nature. Secondary air pollution occurs when some particles react with other particles to cause pollution. A good example will be rain and sulfur which form sulfurous acid. (Gulbinas 1). In depth analysis shows that hydrocarbons are a major source of cancer especially lung cancer. Ground level ozone forms when nitrogen in the atmosphere reacts with rainwater. (Gulbinas 7) .As earlier stated

Strategic Management Assignment Example | Topics and Well Written Essays - 2000 words - 3

Strategic Management - Assignment Example According to that organization forms its strategies to get benefit of opportunities or to handle industrial or environmental problem. Strategies of business focus on diversified ways to achieve success. Environmental analysis establishes a linkage between business and its operating environment. Various socio economic and sustainable issues are highlighted in this analysis. In this case study three important framework are used to explain importance of environmental analysis in growth and success of organization. External environmental analysis gives a detail idea about industry. There are some major forces which controls and influence the entire business environment of a country. In this case study environmental analysis of United Kingdom is done. Explaining and analysing various factors of environment organization develop its future actions and events. This analysis also gives information about other players present in the market. The companies form a clear idea about existing compet ition and its competitive position in the market. This framework analysis highlights unpredictable and important environmental factors of UK market. PESTEL analysis explains six macro level environmental factors. These factors play a vital role in affecting business decisions of a company. Political: UK has many political rules and regulations which affects the establishment of business strategies. UK government has imposed several laws and regulations regarding retail management and its waste disposal. Wide range political factors affect Tesco’s operation and business process. Different types of taxes are levied by UK government on the business activities of Retail Company. For example Tesco have given many taxes for conducting its business operations (Meckel 79). Tesco forms strategies to reduce its tax burden in its operating market. The government of this country also encourages the retail company to develop and expand its business

In cold blood Essay Example | Topics and Well Written Essays - 500 words

In cold blood - Essay Example I loved the pie, but had no idea that the pie was going to be the last supper I would ever have with my bosom friend. In the book, In Cold Blood, (Capote) has not once, but several times discussed the last day events and activities of Clutters. For example, â€Å"Now, on this final day of her life, Mrs. Clutter hung in the closet the calico housedress she had been wearing†¦Ã¢â‚¬  (Capote 35). It seems like Capote and I have the same way of recapitulating the memories of the gone. I believe that the idea presented in the book that mental illness inculcates criminal tendencies in people is totally right. In the book, Perry and Dick are shown to be suffering from paranoid schizophrenia and brain damage respectively. Their criminality has been attributed to their mental abnormalities. I approve this concept because I know a neighbor who was known to be suffering from brain tumor. The tumor developed in his brain over the years, and he transformed from a gay and obedient child to a violent adult with the passage of time. He was imprisoned for the charge of having killed his girlfriend. I am not sure if this is right to trace the roots of his criminality in his brain tumor, but the story of the book approves the existence of some kind of relationship between mental disorder of any type and criminal tendency.

Willy and Biff - Death of a Salesman Essay Example for Free

Willy and Biff Death of a Salesman Essay Willy Loman is a salesman and Biff is a salesmans son. A lot of what some salesmen do is pump up the things they are selling with a lot of hot air; today this is called hype. Well, for Willy, his first-born son, Biff, is everything in the world. Even back when Biff was a football star in high school, Willy wasnt doing too well any longer as a salesman. This fact made him tired and depressed, but at least there was Biff. Biff was someone who Willy could believe in and admire when everything else was disappointment. And so Willy used Biff as the repository of all of his hopes and dreams and he pumped his son full to the brim with his expectations and praise. How did Biff take to all this adulation? It seems he loved it and believed it. One might assume, though, as he matured, Biff could have thought his father went a bit over board with his praise of him, and he might have begun to suspect that his father lived through him. How many times have we seen the parents of high school athletes who are more competitive at school sporting events than their own kids? Why do you suppose that is? What do their kids think of it? With this symbiotic relationship as the background, Biffs trip to Boston becomes even more horrific. Biff has flunked math, and he goes to Boston, where his father is supposedly working, to get Willy to come home and persuade the teacher to change his grade. There, in the Boston hotel, Biff finds his father with a woman. It is clear to Biff what is going on, and he breaks down right then and there. All the years and years of hot air and hype disappear, and Biff is left with nothing but tears and bitter disappontment in his father and in himself. As Death of a Salesman begins, Biff has returned home after years of trying to find himself, the real self away from his fathers hopes and dreams for him, away from his fathers attempt to live through him. In the end, Biff comes to terms with who he is, and Willy commits suicide still dreaming of Biffs long-awaited success and greatness.

Advantage And Disadvantages Of Dividend Payout Policy Finance Essay

Advantage And Disadvantages Of Dividend Payout Policy Finance Essay When a company has a surplus of profit, it can be used either pay back the shareholders or reinvest into the business. The way that company pay back to shareholders is call dividend payout. In the recent years, the number of companies paying dividends has declined. For example, the PSEG Company in the United State, the payout ratio was about 67% in 2004 and fallen to 45% by 2007.Shows in the graph below: (http://www.pseg.com/index.jsp) This essay will mainly discuss the advantage and disadvantage about the dividend-paying. What are dividends? Dividends are payment made by corporation to the shareholders. Dividends come from the profit earned by company. There are two ways where company spends the surplus of profit, one is to reinvest to the business and the other is to pay back to the shareholders as dividends. The companies who pay dividends are usually taking no benefit if the reinvest the surplus profit back into the business, under this condition dividends are chosen to pay to th e shareholders, which is call payout. The forms of dividends are variable. The most common one will be the made by cash, which is the most common method of sharing corporate profits with the shareholders of the company. The second one is the stock dividends that is paid in form of additional share and it is counted by proportion, for example, if the shareholder owns 100 shares of the stock with 5% stock dividends, the shareholder can gain 5 more shares. Others like property dividends are taken as dividends payout as well. Advantage of dividend payout policy There is certain amount of people of the rightist position state that company pays a high dividend payout is important for investors for the reasons that paying dividends can convince the shareholders about the companys financial well-being. The higher rate of dividends payout shows better the company operating as well as larger number of profit, which might attracts the investors. Dividends are also attractive for the investors who want to get the stable current income easily. à ¢Ã¢â€š ¬Ã…“There is also a natural clientele of investors, such as the elderly, who looking to their stock portfolios for a steady source of cash to live onà ¢Ã¢â€š ¬Ã‚  (P456, Richard, 2008). In principle, the shareholders could sell a part of the shares to gain money even if the company does not pay dividends, but it is more convenience for the investors to get the money if companies pay the dividends by checks. In this case, the payout policy of cash dividends will reduce the cost of transaction as well as the inconvenience for the shareholders selling the shares. In addition, the long-term stable dividends payouts could help the company less affected by the changes of the dividends. Those companies with long history of stable dividends will be less influenced if the dividends decrease, but will be positively affected when dividends payout increases or even dividends stay the same level. Furthermore, companies without a dividend history are generally viewed favorably when they declare new dividends. The dividends announcement has resulted in a 4% rise of the stock price according to the dividend initiations studied by Healy and Palepu (P448, Richard, 2008). Many companies have taken the dividends paid back to shareholders as payout policy. For example Microsoft, the largest software company in the entire world, has announced their first dividends payout in 2003. The amount of the money has been divided into two forms of dividends, one was one-time dividends and the other was stock dividends paid quarterly installments by a unit as per share. (P457, Richard, 2008). Disadvantage of dividend payout policy Firstly, the radical state that dividends payout can be heavier than capitals gain when taxation of dividends is larger than the capital gains. Under this condition, company should put the spare profit back into the business by repurchase shares. It makes sense for the reasons that the capital gains have a tax advantage. When companies use the money to repurchase the share, the income will be larger because with the lower rate of tax on capital earnings, comparing to dividends payouts to shareholders with higher rate of tax on dividends. In the banking industries, a part of banks have stopped paying dividends to shareholders in 2009, according to the Capital Report. In the meanwhile, there are 202 firms have cut their dividends and 74 of which paid none at all (Web1). Secondly, the level of dividends payout can reflect the information about the confidence of the management from the company in the future, which will have an influence to the stock price. Generally, companies that pay dividends are sending a message to the market that their earnings are real which will result in the investors comfort about their investment. On the other hand, once the companies decide to cut the dividend it is also sending the information that they cannot maintain the dividends. However, the company might be able to cheat on their operation by overstating the earning to attract investors, but it is risky in the long term because the actual condition of the company will not have sufficient money to pay the dividends. The consequence will be costly if the companies choose a high dividend without getting enough profit. Most managers will not change the dividends without consideration about the operation of company, but they will increase the dividends only if they are c onfident it can be maintained. Thirdly, the consideration of a dividend policy might be irrelevant because investors have the ability to create their own dividends. It means that investors can be able to make their own à ¢Ã¢â€š ¬Ã‹Å"dividendà ¢Ã¢â€š ¬Ã¢â€ž ¢ by adjust the investment into different areas. For example, the investors who prefer a stable income are more likely to put their money into the bonds with the stable interest rates. In the case, the stock with dividends pay back will lose the advantage because of the flexible value. Investors who have invested to the bonds will not pay attention to the dividend policy of a particular company. Conclusion: Taking the dividend payout policy can attract certain amount of investors, and it is convenience for those investors who require stable and simple income. But dividends sometimes have tax disadvantage if the tax rate of dividend is higher than capital gains. And dividends are usually more flexible, comparing to the interest rates of bonds. It is important for a company to think whether to take the dividend payout policy by considering the assets, earnings, investments opportunities, market value and other factors about the company.

Faulkners Expression of the Human Spirit Essay -- Literary Analysis

William Faulkner accepted his Nobel Peace Prize in December 1950. During his acceptance speech, Faulkner proclaimed that the award was made not to him as a man, but to his life’s work, which was created, â€Å"out of the materials of the human spirit something which did not exist before† (http://www.nobelprize.org/nobel_prizes/literature/laureates/1949/faulkner-speech.html). He felt that the modern writer had lost connection to his spirit and that he must reconnect with the universal truths of the heart—â€Å"love and honor and pity and pride and compassion and sacrifice† (http://www.nobelprize.org/nobel_prizes/literature/laureates/1949/faulkner-speech.html). Through his characters voice and exposure of their spirit, Faulkner solidified man’s immortality by â€Å"lifting his heart, by reminding him of the courage and honor and hope and pride and compassion and pity and sacrifice which have been the glory of his past† (http://www.nobelprize. org/nobel_prizes/literature/laureates/1949/faulkner-speech.html). Although some critics have characterized his work as violet, dealing with immoral themes and the miseries and brutality of life; it can be argued that even his most sad and depraved characters express positive virtues and personal strengths. The purpose of this paper is to discuss the portrayal and manifestation of the human spirit in a select few of William Faulkner’s literary characters, showing that they possess both human strength and flaws. So what is the human spirit and why is it significant? It is a somewhat indefinable concept. According to Faulkner the human spirit is the connection to the universal truths of the heart—â€Å"love and honor and pity and pride and compassion and sacrifice† (http://www.nobelprize.org/nobel_prizes/liter... .../laureates/1949/faulkner-speech.html. 1950. Gwynn, Frederick L. and Joseph L. Blotner, eds. Faulkner in the University: Class Conferences at the University of Virginia 1957-58. New York: Vintage Books, 1959. Hoffman, Frederick J. The Art of Southern Fiction: A Study of Some Modern Novelists. Carbondale: Southern Illinois Univ. Press, 1967. Howe, Irving. William Faulkner: A Critical Study. Chicago: Univ. Chicago Press, 1975.Orig. 1951. Vintage Books, 1962. Meriwether, James B. and Michael Millgate, eds. Lion in the Garden: Interviews with William Faulkner 1926-1962. New York: Random House, 1968. O’Donnell, George M. â€Å"Faulkner’s Mythology.† William Faulkner: Four Decades of Criticism. Linda W. Wagner, ed. East Lansing, MI: MSU Press, 1973. 83-93. Teske, John A. â€Å"The Social Construction of the Human Spirit.† http://users.etown.edu/t/teskeja/schs.html

Comparing Science and Religion in Frankenstein and Angels and Demons Es

Comparing Science and Religion in Frankenstein and Angels and Demons Science and religion have been at odds since back in Galileo’s day and maybe even before. The battle rages on even today with debates on cloning and stem cell research. These issues can be seen not only today’s literary works but also in the works from the years past. Two great examples of the past and present are: Mary Shelley’s Frankenstein and Dan Brown’s Angels and Demons. Both deal with the issue of the roles that science and religion play. Mary Shelley’s Frankenstein is a horror story written in 1831. It tells a tale of Victor Frankenstein’s obsession with playing God and creating a man and the consequences that come with it. Not only does the book reflect on Victor’s life and but also on the monster’s life and how it deals with the situations at hand. Angels and Demons is a suspense thriller written in 2000. Robert Langdon has been asked to help solve a murder mystery because it is believed that a secret society that he has studied called the illuminati are behind it. The story takes a ton of twist and turns that involve a container of antimatter, the Catholic Church and a dead priest’s secret. Even though both of these books were written in different times and with totally different plots they still both bring to light the battle between science and religion that may never diminish. Victor Frankenstein is obsessed with his to attempt to create a human. He works on it constantly alienating friends and loved ones. His obsession is finally rewarded with success; he manages to create a monster. This is where Mary Shelley starts to bring in the lesson of playing God. When Victor looks at his creation, he sees what a horror he has created and how hideous a creature it is. â€Å"No mortal could support the horror of that countenance. A mummy again endued with animation could not be so hideous as that wretch† (Shelley 44). Shelley shows that man cannot create things without messing it up. This is would not be the last time that scientist went to far to attempt to create perfection. In 1991 Michael Stewart wrote a story called Prodigy in which a man messes with his daughter’s DNA to make her smarter. However, she becomes a child that has evil genes. (Nelkin 35). This is another way authors show that man is not capable of imitating God. Even though Victor’s description of... ...ck facts before committing them to complete believe. These two books show very well what can happen when religion and science try to battle with each other. There are two types of extremes. Those that want to use advanced technology to expand into the realms of God and those that want to use their religious stance to stop technology from advancing. Frankenstein is blinded by his obsession to create life and the Carmerlengo Carlo Ventresca went to the extreme to punish those that he thought had disobeyed his religion even if it was his own father. Neither extreme is completely right and yet both sides tend to think that they have all the answers. It is a battle that has been going on for centuries and one that is not soon to be done. Works Cited Brown, Dan. Angels and Demons. Pocket Star Books. New York, 2000. Mazur, Allan. Science three, religion zero. Society. May June 1996 V 33 No.4. P 20-28. Nelkin, Dorothy. Genetics, God and sacred DNA. Society. May/June. 1196 V33 no.4 pg 29-43. Shelley, Mary. Frankenstein. Bantam Classics. New York, 1818. Silver, Lee. Mary Shelley’s Frankenstein. www.princeton.edu/wws320/films/Frankenstein/Frankenstein%20essay.htm

Brave New World :: essays research papers

I wrote this paper in my english class after reading 'A Brave New World': On the very last page of Aldous Huxley’s book, A Brave New World, he describes John as swinging slowly in circles after hanging himself (Huxley 259). It’s believed that Huxley’s main point of this ending to his story was to tell his readers that after all John’s effort of trying to change the brave new world, it was profoundly hopeless and the only thing left to do was to give up. This image creates a belief that Huxley was trying to warn his readers that the future was going to hold a extreme amount of advance technology in science, that would eventually turn into a dystopian world. When Huxley stresses the high amount of sex/drug usage and conditioning in his book, it was to show that these are highly used to help people live in a better society. The scary part is that most of Aldous Huxley’s predictions on the future were closely factual.   Ã‚  Ã‚  Ã‚  Ã‚  Although Huxley wrote many forms of literature, they all held the common theme of â€Å"meaning and possibilities of human life and perception† (Huxley 260). After the disease Huxley received when he was 16 years old that ended his dream of becoming a doctor, he also remained essentially scientific in his literature. Julian Huxley, Aldous Huxley’s brother, believed that â€Å"science and mysticism were overlapping and complementary realms in Aldous Huxley’s mind† (Huxley 262). This explains where Huxley came up with the idea of Hatcheries and Conditioning. Which was an excellent way he began his book in a utopian world.   Ã‚  Ã‚  Ã‚  Ã‚  The first chapter in A Brave New World starts out with the director and his assistant giving a tour to a group of boys of the Hatching and Conditioning Centre (Huxley 3). At the centre is where the boys learn all about the Bokanovsky process and how they’re conditioned into five different caste. The director then explains that this conditioning helps each person love what caste they are conditioned into, whether they become leaders or factory workers. Later, when Mustapha Mond and John Savage discuss the outcomes of conditioning, John expresses that he disagrees with it all. John explains how conditioning only manipulates peoples minds and how it takes away their right to make their own decisions ( Pradas par 11). In a way, Huxley speaks out a lot through John’s character in this chapter.

Mystery Shopping†the Miracle Tool in Business Research

VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories Indexed & Listed at: Ulrich's Periodicals Directory  ©, ProQuest, U. S. A. , EBSCO Publishing, U. S. A. , Cabell’s Directories of Publishing Opportunities, U. S. A. , Open J-Gage, India [link of the same is duly available at Inflibnet of University Grants Commission (U. G. C. ], Index Copernicus Publishers Panel, Poland with IC Value of 5. 09 & number of libraries all around the world. Circulated all over the world & Google has verified that scholars of more than 2022 Cities in 153 countries/territories are visiting our journal on regular basis. Ground Floor, Building No. 1041-C-1, Devi Bhawan Bazar, JAGADHRI – 135 003, Yamunanagar, Haryana, INDIA http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 CONTENTS Sr. No. TITLE & NAME OF THE AUTHOR (S)HIERARCHY PROCESS MOJGAN RIAZI, DR. YOUNOS VAKIL ALROAIA & DR. ALI AKBAR AMIN BIDOKHTI ASSOCIATION OF TRAINING PRACTICES WITH JOB SATISFACTION IN PUBLIC SECTOR ORGANIZATIONS RIZWAN BASHIR & FARZANA BASHIR STUDYING THE RELATIONSHIP BETWEEN SOCIAL CAPITAL AND TALENT MANAGEMENT IN IRAN STATE MANAGEMENT TRAINING CENTER (SMTC) SAYED ALI AKBAR AHMADI, MOHAMMAD ALI SARLAK, MUSA MAHDAVI, MOHAMMAD REZA DARAEI & SAMIRA GHANIABADI CONTEMPLATIVE SCRUTINY OF THE ADEQUACY OF HERZBERG’S MOTIVATION-HYGIENETHEORY: A VERDICT OF JOB SATISFACTION IN THE MID LEVEL MANAGER IN TELECOMMUNICATION INDUSTRY ABU ZAFAR AHMED MUKUL, SHAH JOHIR RAYHAN & MD. SHAKIB HOSSAIN PLANNING AND MANAGING A SCHEDULED SERVICE DR. IGNATIUS A. NWOKORO REAL INCOME, INFLATION, AND INDUSTRIAL PRODUCTIVITY IN NIGERIA (1970-2005) Dr. OWOLABI A. USMAN & ADEGBITE TAJUDEEN ADEJARE DEVELOPMENT OF SMALL AND MEDIUM ENTERPRISES IN NIGERIA: A PARADIGM SHIFT ADEYEMI, A.ADEKUNLE THE EVALUATION OF KNOWLEDGE MANAGEMENTâ₠¬â„¢S EFFECTIVENESS ON E-LEARNING: A CASE STUDY ON PAYAME NOOR UNIVERSITY OF IRAN BAHAREH SHAHRIARI & KIARASH JAHANPOUR THE RELATIONSHIP BETWEEN ORGANIZATIONAL CULTURE AND JOB SATISFACTION AMONG PROFESSIONAL STAFF IN VIETNAMESE CONSTRUCTION COMPANIES NGUYEN PHI TAN ANALYSIS OF LIQUIDITY OF SELECTED PRIVATE SECTOR INDIAN BANKS SULTAN SINGH, SAHILA CHOUDHRY & MOHINA PRODUCTIVITY MEASUREMENT OF PUBLIC SECTORS BANKS IN INDIA DR. BHAVET, PRIYA JINDAL & DR. SAMBHAV GARG IMBIBE ETHICAL EDUCATION DR. T.SREE LATHA & SAVANAM CHANDRA SEKHAR MODELING INDIAN MONSOON (RAINFALL) VOLATILITY AS AN INDEX BASED RISK TRANSFER PRODUCT D P. SHIVKUMAR, M PRABHU & DR. G. KOTRESHWAR THE DEVELOPMENT OF SMALL SCALE INDUSTRIES IN MEGHALAYA MUSHTAQ MOHMAD SOFI & DR. HARSH VARDHAN JHAMB REGRESSION MODELS M. VENKATARAMANAIAH & M. SUDARSANA RAO EFFECTIVENESS OF EMPLOYEE RETENTION TECHNIQUES ADOPTED BY BPO COMPANIES WITH REFERENCE TO CHENNAI DR. RANJITHAM. D ROLE OF FOREIGN DIRECT INVESTMENT IN EDUCATION INSTITUTIO NS IN INDIA SHABANA, SONIKA CHOUDHARY & DR. M. L.GUPTA AN EXAMINATION OF LONG-RUN AND SHORT-RUN RELATIONSHIP BETWEEN CRUDE OIL PRICE, GOLD PRICE, EXCHANGE RATE AND INDIAN STOCK MARKET R. KANAKARAJAMMAL, S. PAULRAJ & M. V. ARULALAN MYSTERY SHOPPING– THE MIRACLE TOOL IN BUSINESS RESEARCH SHAKEEL-UL-REHMAN & A. VELSAMY THE EMPIRICAL INVESTIGATION BETWEEN EMOTIONAL COMPETENCE AND WORK PERFORMANCE OF INDIAN SALES PEOPLE DR. RITIKA SHARMA MARKETING OF BRANDED PRODUCT IN RURAL AREA: A CONCEPTUAL BASED STUDY ON RURAL MARKET PANKAJ ARORA & AJITHA PRASHANT A STUDY ON EMPLOYEES JOB SATISFACTION WITH SPECIAL REFERENCE TO COACH FACTORY P.MANONMANI & V. UMA E-CRM APPLICATION IN INSURANCE SECTOR AND RETENTION OF CUSTOMERS DASH BISWAMOHAN. & MISHRA RADHAKRISHNA THE USAGE OF SIX SIGMA TOOLS IN BRINGING DOWN THE DEFECTS IN THE HR PROCESSES SREEJA K & MINTU THANKACHAN WOMEN EMERGING GLOBALLY AS THE POTENTIAL MARKET: REASONS, IMPLICATIONS AND ISSUES DR. JAYA PALIWAL URBAN RESIDENTIAL WATER SUPPL Y IN GADAG TOWN IN KARNATAKA STATE DR. H H BHARADI TECHNICAL ANALYSIS: A TOOL TO MEASURE MARKET VOLATILITY G. B. SABARI RAJAN CO-BRANDED CREDIT CARD – A TAILOR-MADE PRODUCT NICHE FOR CONSUMERS DR.A. JESU KULANDAIRAJ A COMPARATIVE STUDY ON CUSTOMER SATISFACTION WITH SERVICE QUALITY IN PUBLIC AND PRIVATE SECTOR BANKS DR. SAMBHAV GARG, PRIYA JINDAL & DR. BHAVET EMOTIONAL INTELLIGENCE (EI): AN IMPERATIVE SKILL FOR MANAGERS IN THE GLOBAL WORKPLACE SMARTY MUKUNDAN Page No. 1. THE EXTENT OF THE IMPORTANCE OF PERSONALITY INDICATORS OF INDEPENDENT ENTREPRENEUR THROUGH USING GROUP ANALYTICAL 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 8 14 21 29 34 40 45 49 54 57 63 66 72 83 86 91 94 101 104 111 120 123 128 136 140 144 150 153 157 160 REQUEST FOR FEEDBACK INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Include d in the International Serial Directories ii http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 CHIEF PATRON PROF. K. K. AGGARWAL Chancellor, Lingaya’s University, Delhi Founder Vice-Chancellor, Guru Gobind Singh Indraprastha University, Delhi Ex.Pro Vice-Chancellor, Guru Jambheshwar University, Hisar FOUNDER PATRON LATE SH. RAM BHAJAN AGGARWAL Former State Minister for Home & Tourism, Government of Haryana Former Vice-President, Dadri Education Society, Charkhi Dadri Former President, Chinar Syntex Ltd. (Textile Mills), Bhiwani COCO-ORDINATOR AMITA Faculty, Government M. S. , Mohali ADVISORS DR. PRIYA RANJAN TRIVEDI Chancellor, The Global Open University, Nagaland PROF. M. S. SENAM RAJU Director A. C. D. , School of Management Studies, I. G. N. O. U. , New Delhi PROF. M. N. SHARMA Chairman, M.B. A. , Haryana College of Technology & Management, Kaithal PROF. S. L. MAHANDRU Principal (Retd. ), Maharaja Agrasen College, Jagadhri EDITOR PROF. R. K. SHARMA Professor, Bharti Vidyapeeth University Institute of Management & Research, New Delhi COCO-EDITOR DR. BHAVET Faculty, M. M. Institute of Management, Maharishi Markandeshwar University, Mullana, Ambala, Haryana EDITORIAL ADVISORY BOARD DR. RAJESH MODI Faculty, Yanbu Industrial College, Kingdom of Saudi Arabia PROF. SANJIV MITTAL University School of Management Studies, Guru Gobind Singh I.P. University, Delhi PROF. ANIL K. SAINI Chairperson (CRC), Guru Gobind Singh I. P. University, Delhi DR. SAMBHAVNA Faculty, I. I. T. M. , Delhi INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories iii http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 DR. MOHENDER KUMAR GUPTA Associate Professor, P. J. L. N. Government College, Faridabad DR. SHIVAKUMAR DEENE Asst.Professor, Dept. of Commerce, School of Business Studies, Central University of Karnataka, Gulbarga ASSOCIATE EDITORS PROF. NAWAB ALI KHAN Department of Commerce, Aligarh Muslim University, Aligarh, U. P. PROF. ABHAY BANSAL Head, Department of Information Technology, Amity School of Engineering & Technology, Amity University, Noida PROF. A. SURYANARAYANA Department of Business Management, Osmania University, Hyderabad DR. SAMBHAV GARG Faculty, M. M. Institute of Management, Maharishi Markandeshwar University, Mullana, Ambala, Haryana PROF. V. SELVAMSSL, VIT University, Vellore DR. PARDEEP AHLAWAT Associate Professor, Institute of Management Studies & Research, Maharshi Dayanand University, Rohtak DR. S. TABASSUM SULTANA Associate Professor, Department of Business Management, Matrusri Institute of P. G. Studies, Hyderabad SURJEET SINGH Asst. Professor, Department of Computer Science, G. M. N. (P. G. ) College, Ambala Cantt. TECHNICAL ADVISOR AMITA Faculty, Government M. S. , Mohali FINANCIAL ADVISORS DICKIN GOYAL Advoca te & Tax Adviser, Panchkula NEENA Investment Consultant, Chambaghat, Solan, Himachal PradeshLEGAL ADVISORS JITENDER S. CHAHAL Advocate, Punjab & Haryana High Court, Chandigarh U. T. CHANDER BHUSHAN SHARMA Advocate & Consultant, District Courts, Yamunanagar at Jagadhri SUPERINTENDENT SURENDER KUMAR POONIA INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories iv http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 CALL FOR MANUSCRIPTSWe invite unpublished novel, original, empirical and high quality research work pertaining to recent developments & practices in the area of Computer, Business, Finance, Marketing, Human Resource Management, General Management, Banking, Insurance, Corporate Governance and emerging paradigms in allied subjects like Accounting Education; Accounting Information Systems; Ac counting Theory & Practice; Auditing; Behavioral Accounting; Behavioral Economics; Corporate Finance; Cost Accounting; Econometrics; Economic Development; Economic History; Financial Institutions & Markets; Financial Services; Fiscal Policy; Government & Non ProfitAccounting; Industrial Organization; International Economics & Trade; International Finance; Macro Economics; Micro Economics; Monetary Policy; Portfolio & Security Analysis; Public Policy Economics; Real Estate; Regional Economics; Tax Accounting; Advertising & Promotion Management; Business Education; Management Information Systems (MIS); Business Law, Public Responsibility & Ethics; Communication; Direct Marketing; E-Commerce; Global Business; Health Care Administration; Labor Relations & Human Resource Management; Marketing Research; Marketing Theory & Applications; NonProfit Organizations; Office Administration/Management; Operations Research/Statistics; Organizational Behavior & Theory; Organizational Development; Pr oduction/Operations; Public Administration; Purchasing/Materials Management; Retailing; Sales/Selling; Services; Small Business Entrepreneurship; Strategic Management Policy; Technology/Innovation; Tourism, Hospitality & Leisure; Transportation/Physical Distribution; Algorithms; Artificial Intelligence; Compilers & Translation; Computer Aided Design (CAD); Computer Aided Manufacturing; Computer Graphics; Computer Organization & Architecture; Database Structures & Systems; Digital Logic; Discrete Structures; Internet; Management Information Systems; Modeling & Simulation; Multimedia; Neural Systems/Neural Networks; Numerical Analysis/Scientific Computing; Object Oriented Programming; Operating Systems; Programming Languages; Robotics; Symbolic & Formal Logic and Web Design. The above mentioned tracks are only indicative, and not exhaustive. Anybody can submit the soft copy of his/her manuscript anytime in M. S. Word format after preparing the same as per our submission guidelines dul y available on our website under the heading guidelines for submission, at the email address: [email  protected] com.GUIDELINES FOR SUBMISSION OF MANUSCRIPT 1. COVERING LETTER FOR SUBMISSION: DATED: _____________ THE EDITOR IJRCM Subject: SUBMISSION OF MANUSCRIPT IN THE AREA OF . (e. g. Finance/Marketing/HRM/General Management/Economics/Psychology/Law/Computer/IT/Engineering/Mathematics/other, please specify) DEAR SIR/MADAM Please find my submission of manuscript entitled ‘___________________________________________’ for possible publication in your journals. I hereby affirm that the contents of this manuscript are original. Furthermore, it has neither been published elsewhere in any language fully or partly, nor is it under review for publication elsewhere.I affirm that all the author (s) have seen and agreed to the submitted version of the manuscript and their inclusion of name (s) as co-author (s). Also, if my/our manuscript is accepted, I/We agree to comply with t he formalities as given on the website of the journal & you are free to publish our contribution in any of your journals. NAME OF CORRESPONDING AUTHOR: Designation: Affiliation with full address, contact numbers & Pin Code: Residential address with Pin Code: Mobile Number (s): Landline Number (s): E-mail Address: Alternate E-mail Address: NOTES: a) The whole manuscript is required to be in ONE MS WORD FILE only (pdf. version is liable to be rejected without any consideration), which will start from the covering letter, inside the manuscript. ) The sender is required to mention the following in the SUBJECT COLUMN of the mail: New Manuscript for Review in the area of (Finance/Marketing/HRM/General Management/Economics/Psychology/Law/Computer/IT/ Engineering/Mathematics/other, please specify) c) There is no need to give any text in the body of mail, except the cases where the author wishes to give any specific message w. r. t. to the manuscript. d) The total size of the file containing the manuscript is required to be below 500 KB. e) Abstract alone will not be considered for review, and the author is required to submit the complete manuscript in the first instance. f) The journal gives acknowledgement w. r. . the receipt of every email and in case of non-receipt of acknowledgment from the journal, w. r. t. the submission of manuscript, within two days of submission, the corresponding author is required to demand for the same by sending separate mail to the journal. 2. 3. 4. MANUSCRIPT TITLE: The title of the paper should be in a 12 point Calibri Font. It should be bold typed, centered and fully capitalised. AUTHOR NAME (S) & AFFILIATIONS: The author (s) full name, designation, affiliation (s), address, mobile/landline numbers, and email/alternate email address should be in italic & 11-point Calibri Font. It must be centered underneath the title.ABSTRACT: Abstract should be in fully italicized text, not exceeding 250 words. The abstract must be informative and ex plain the background, aims, methods, results & conclusion in a single para. Abbreviations must be mentioned in full. INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories v http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) 5. 6. ISSN 2231-5756 KEYWORDS: Abstract must be followed by a list of keywords, subject to the maximum of five. These should be arranged in alphabetic order separated by commas and full stops at the end.MANUSCRIPT: Manuscript must be in BRITISH ENGLISH prepared on a standard A4 size PORTRAIT SETTING PAPER. It must be prepared on a single space and single column with 1† margin set for top, bottom, left and right. It should be typed in 8 point Calibri Font with page numbers at the bottom and centre of every page. It should be free from grammatical, spelling and punctuation errors and mu st be thoroughly edited. HEADINGS: All the headings should be in a 10 point Calibri Font. These must be bold-faced, aligned left and fully capitalised. Leave a blank line before each heading. SUB-HEADINGS: All the sub-headings should be in a 8 point Calibri Font. These must be bold-faced, aligned left and fully capitalised.MAIN TEXT: The main text should follow the following sequence: INTRODUCTION REVIEW OF LITERATURE NEED/IMPORTANCE OF THE STUDY STATEMENT OF THE PROBLEM OBJECTIVES HYPOTHESES RESEARCH METHODOLOGY RESULTS & DISCUSSION FINDINGS RECOMMENDATIONS/SUGGESTIONS CONCLUSIONS SCOPE FOR FURTHER RESEARCH ACKNOWLEDGMENTS REFERENCES APPENDIX/ANNEXURE It should be in a 8 point Calibri Font, single spaced and justified. The manuscript should preferably not exceed 5000 WORDS. 7. 8. 9. 10. 11. 12. FIGURES & TABLES: These should be simple, crystal clear, centered, separately numbered & self explained, and titles must be above the table/figure. Sources of data should be mentioned below the table/figure.It should be ensured that the tables/figures are referred to from the main text. EQUATIONS: These should be consecutively numbered in parentheses, horizontally centered with equation number placed at the right. REFERENCES: The list of all references should be alphabetically arranged. The author (s) should mention only the actually utilised references in the preparation of manuscript and they are supposed to follow Harvard Style of Referencing. The author (s) are supposed to follow the references as per the following: All works cited in the text (including sources for tables and figures) should be listed alphabetically. Use (ed. ) for one editor, and (ed. s) for multiple editors.When listing two or more works by one author, use — (20xx), such as after Kohl (1997), use — (2001), etc, in chronologically ascending order. Indicate (opening and closing) page numbers for articles in journals and for chapters in books. The title of books and journals should be in italics. Double quotation marks are used for titles of journal articles, book chapters, dissertations, reports, working papers, unpublished material, etc. For titles in a language other than English, provide an English translation in parentheses. The location of endnotes within the text should be indicated by superscript numbers. PLEASE USE THE FOLLOWING FOR STYLE AND PUNCTUATION IN REFERENCES: †¢ †¢ †¢ †¢ †¢ †¢ †¢ BOOKS †¢ †¢ †¢ †¢ †¢ †¢ †¢ Bowersox, Donald J. , Closs, David J. (1996), â€Å"Logistical Management. † Tata McGraw, Hill, New Delhi. Hunker, H. L. and A. J. Wright (1963), â€Å"Factors of Industrial Location in Ohio† Ohio State University, Nigeria. CONTRIBUTIONS TO BOOKS Sharma T. , Kwatra, G. (2008) Effectiveness of Social Advertising: A Study of Selected Campaigns, Corporate Social Responsibility, Edited by David Crowther & Nicholas Capaldi, Ashgate Research Companion to Corporate Social Responsibility, Chapter 15, pp 287-303. JOURNAL AND OTHER ARTICLES Schemenner, R. W. , Huber, J. C. and Cook, R. L. (1987), â€Å"Geographic Differences and the Location of New Manufacturing Facilities,† Journal of Urban Economics, Vol. 1, No. 1, pp. 83-104. CONFERENCE PAPERS Garg, Sambhav (2011): â€Å"Business Ethics† Paper presented at the Annual International Conference for the All India Management Association, New Delhi, India, 19–22 June. UNPUBLISHED DISSERTATIONS AND THESES Kumar S. (2011): â€Å"Customer Value: A Comparative Study of Rural and Urban Customers,† Thesis, Kurukshetra University, Kurukshetra. ONLINE RESOURCES Always indicate the date that the source was accessed, as online resources are frequently updated or removed. Garg, Bhavet (2011): Towards a New Natural Gas Policy, Political Weekly, Viewed on January 01, 2012 http://epw. in/user/viewabstract. jsp WEBSITES †¢INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEME NT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories vi http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 MYSTERY SHOPPING– THE MIRACLE TOOL IN BUSINESS RESEARCH SHAKEEL-UL-REHMAN RESEARCH SCHOLAR ANNA UNIVERSITY OF TECHNOLOGY CHENNAI A. VELSAMY ASSOCIATE PROFESSOR DEPARTMENT OF MANAGEMENT STUDIES SONA COLLEGE OF TECHNOLOGY SALEM ABSTRACT Satisfied customers are an important advantage for almost every company. Every company tries its level best to deliver better services to make the customers satisfied.A customer must be satisfied up to the highest possible level. Mystery shopping is a type of research tool to measure the level of satisfaction, a customer experiences through impartial way. The present paper tries to bring out the conceptual understanding of mystery shopping – tries to explain the openness of mystery shopping to various ar enas whether public or private and how it creates attention for improving performance of the company. KEYWORDS Mystery Shopping, Mystery Shopper, Customer Services, Customer Satisfaction, Employee Appraisal, Competitive Advantage. INTRODUCTION nowing the customer satisfaction is always the top prerogative in any business.Getting to know the level of satisfaction and (or) the changing expectations of customers’ is a continuous process. Though there are various methods and tools available for this, mystery shopping is considered as unique and undeniable tool in any organisation. As defined by Wilson (2001), mystery shopping is â€Å"a form of participant observation that uses researchers to deceive customer-service personnel into believing that they are serving real customers or potential customers†. Mystery shopping is a technique that involves looking at your business from outside and measure the efficiency of your own key processes from the view point of customers. My stery Shopping can be carried out in person, by telephone, or less commonly by email.It can recognize strengths and weaknesses and aid to show exactly where service delivery can be improved. In instances where excellent service is provided, the service may be considered an example of best practice and specific staff members can be singled out for recognition and reward. Initially set up in retail and private sector service industries, now mystery shopping is used increasingly in the private as well as public sector to gain a better understanding of how service users are taken care of when they approach front line offices. Research is the foundation stone of effective marketing planning and is vital for implementing successful marketing strategies.Mystery shopping is a research to know about company in customer point of view. It is the use of individuals, skilled to measure any customer service process, by acting as potential customers and in some way reporting back on their experien ces in a detailed and objective way. It is also an act of purchasing goods and services for collecting information for market research. K REVIEW OF LITERATURE Although the concept of mystery shopping is old, there are very less literature available in its field. Since the use mystery shopping as a tool of research has got much concern in the present business competition, investigating through the literature becomes imperative.As the use of mystery shopping is gaining much importance in the present chase of competition. The literature obtained by the investigator, in the form of various reports and research studies is briefly reviewed in this part. Banks and Murphy (1985) have noted that organizations prolong to articulate discontent in performance assessment systems even though advances in appraisal technology. Appraisal reliability and validity still remain a major problem in most assessment systems. Mystery shopping is the collection of facts, not perceptions. The mystery customer questionnaire or checklist should emphasize objective questions with a view to collecting factual data, again negating another weakness of customer surveys, i. e. hat customers only remember their overall impression of a service and not the individual elements or transactions (Wilson, 1998). Finn & Kayande, 1999 found that the process mystery shopping uses a form of member observation to observe the behavior of employees, usually in the process of providing services; the resulting data are then used for evaluation purposes. The process usually includes a structured interaction between the representative and the service provider; an employee whose behavior is being assessed. It is followed by an evaluation interview in which the manager gives the employee feedback about the data collected during the interaction. This procedure is intended to increase the accuracy of the service provider.Bromage, (2000) found it as an integral training tool in that it can be used to identify training needs. Wilson, (2001) defined mystery shopping as a form of participant observation that uses researchers to deceive customer-service personnel into believing that they are serving real customers or potential customers. Shing and Spence (2002) argue that their use to gather competitive intelligence is parallel to industrial espionage and conclude that in such cases mystery shopping is difficult to defend ethically. Karia, 2005 stated that mystery shopping in India is of not a much scope but some of the big corporate have started to do mystery shopping for increasing their service delivery. Brender-Ilan, B. nd Shultz, T. (2005) found that the procedure of mystery shopping research is intended to increase the accuracy of the service provider valuation, as this type of jobs is considered rigid to appraise impartially. Obviously, the process is used differently in different organizations, and for different purposes. CONCEPTUAL UNDERSTANDING Mystery shopping is necessary for companies t o get an objective opinion on how their business is doing. If they used their own employees to evaluate their service and operations, it would be biased. So mystery shoppers, who don't already have a connection with the company, are used to provide honest and unbiased feedback.In the UK mystery, shopping is increasingly used to provide feedback on customer services provided by local authorities, and other non-profit organizations such as housing associations and churches. Mystery shopping is a term that describes a field based research technique of using independent auditors posing as customers to gather information about product quality and service delivery by a retail firm. The mystery shopper poses as a customer in order to objectively gather information on the business being INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directo ries 01 http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 studied. Getting a customer's view of one's business is a widely recognized tool in both the marketing and customer service arenas. When mystery shoppers are dispatched to visit a business, they use criteria developed by the client to evaluate the business and focus primarily on service delivery and the sales skills of employees. Their reports, usually written, are forwarded to the client and can be used in a number of ways. Mystery shoppers can also objectively evaluate competitors and their service delivery and product mix for comparisons and benchmarking.Mystery Shopping is also known as Ghost Shopping where industry serves to evaluate the customer service for any company that deals with customer satisfaction. By sending an anonymous ghost shopper, that forms the base on their visits to client locations. Ghost shopping helps in evaluating the service provided by the company’sâ€℠¢ channel members to its customers. From this information companies can understand whether it is meeting, or failing to meet, it's customer's needs. Ghost shoppers are everyday people who are visiting stores as anonymous customers, and in the process helping these stores to better understand how they can meet customers' needs. METHODS OF IMPLEMENTATIONMystery shopping can be done by two methods a) A company uses its own employees to perform the mystery shopping, in which company trains its own employees to collect the customer related enquires from the market and b) Some companies can engage marketing research companies to evaluate the superiority of service in their stores; these companies use mystery shoppers to get the information in disguise. They disperse a mystery shopper to make a particular purchase in a shop or store, for example, and then report on the experience and understanding. Typically, the shopper is compensated, and can keep the product or service. Mystery shopping can be used in any industry, with the most common venue being retail stores, hotels, movie theaters, restaurants, fast food chains, banks, gas stations, automobile dealerships, apartments, health clubs and health care services Mystery shopping can allow a firm to create a competitive edge. It can also assist retailers in developing and evaluating strategies to retain current customers.The first step in mystery shopping is to identify your firm's important customer service characteristics and objectives often flowing from your strategy and overall goals and objectives. Next a firm uses these variables to develop a mystery shopping questionnaire, either alone or with the help or a consultant or mystery shopping firm. The survey can include a mix of description and check-off questions. WHY & WHERE MYSTERY SHOPPING? In this growing severely competitive environment, there is an ever-increasing need for companies to gather evidence on whether their policy initiatives have had the intende d outcomes and whether retail firms treat their customers fairly.In particular, the need is to measure and evaluate the impact of company policies, assess levels of firms’ compliance with rules and examine the experience consumers have of the market. Mystery shopping is regarded as a necessary means of gathering such information. This is because of the problems inherent to surveying those who have recently purchased products – consumers don’t always exactly recall all the particulars. Some of the benefits of mystery shopping are; Product Placement, Point of Selling, Visibility, Customer Demand, Repurchases, Brand Recall, Awareness. Mystery shopping is useful to know about the awareness of that brand, how many outlets are having this product? Through it one can get the information about the competitors like their new product launches, market share, new promotions, campaigns, etc.Even you can check the placement of the product in the outlet, whether the product ha s got right place on shelf, visibility of product, how fast product is moving, impulse buying appeal of the product, etc. A â€Å"conformist† mystery shopper in-person visits more of business locations. The assessments are typically discrete questions along with the correlated point values, as well as some narratives for amplification. However, due to advances in technology as well as evolving customer service requirements, the ability to gather data and other materials relating to a customer’s experience has been significantly increased. Mystery shopping can allow a firm to create a competitive edge. It can also assist retailers in developing and evaluating strategies to retain current customers.Typical areas of assessment are customer service, suggestive selling and up-selling techniques, teamwork, employee and management activities, head-count, store appearance and organization, merchandise displays and stock, cleanliness of the location, signage and advertising com pliance, time in line and time elapsed for service, product quality, order accuracy, customer's preferences, cash handling, and return policies. After pre-testing the questionnaire, mystery shoppers are hired to do an assessment. Assessments can be on-site or via the telephone or even the Internet. A sample size as well as a period of time for the mystery shopping program is determined and results are used for feedback.BENEFITING RANGE OF BUSINESS Mystery shopping is more visible in developing countries and it is mostly prevailing in retail sector. But other sectors also use it as a tool to measure their customer satisfaction, competition, new technology advancements etc. some of the areas where mystery shopping is seen commonly are Banks, Restaurants, Hotels, Supermarkets, Automobile shops, Repair shops, Bars, Clubs, Theaters, Shopping malls, Retail chain operators. FMCG companies, Consumer durable companies, Apparel retailers. Mystery shoppers are professional in this field as he charges a reasonable amount from the companies for doing this service of conducting research.A feedback is given by them to the client whether the services are being performed according to expectations or not and gives a chance for the further improvements that company thinks necessary for its survival. On the other hand they tries to offer a better delivery to the customers to make them satisfied and a company can attract more and more customers if it is efficient in the market USE AND EXECUTION OF MYSTERY SHOPPING Managers can use the reports from mystery shoppers to evaluate their position in the industry, and the results can be used to provide employee recognition and other positive reinforcements of loyalty and morale through incentive programs.Many restaurants, banks, supermarkets, and clothing retailers have used the techniques, along with hotels, furniture stores, grocery stores, gas stations, movie theaters, automotive repair shops, bars, athletic clubs, bowling alleys, and almost any business where customer service is important. As the service sector of the economy has increased, so has the demand for mystery shoppers. Some retailers are large enough to have their own in-house program in place. Other smaller companies who do not have the resources to develop a quality mystery shopping program in-house use mystery shopping contractors. These contractors directly hire and train the mystery shoppers, who work as independent contractors.The reports from mystery shoppers can measure training and levels of customer service pre- and post-training. Mystery shopping allows managers to determine if the services provided by employees are appropriate. Shopping reports can assess promotional campaigns and even verify employees' honesty in handling cash and charges. Reports over time can give up a longitudinal database of averages. Some industries share findings so that managers can know regional or national averages of the industry. At the Web site Managerspot. c om, for example, restaurant owners can compare their numbers from mystery shopping reports with a pool of similar, but anonymous, restaurants.The use of mystery shopping is just one part of a company-wide program to develop and enhance employee performance. The idea is to find out from a consumer's point of view which areas of service and product quality are most important and what areas need improvement. Data from the shopping results can be used by the company to make necessary changes on a timely basis. The results should be used for developmental and reward purposes and not for punishment. Mystery shopping is a valuable tool to businesses and is especially helpful for small, start-up businesses that need accurate and fast information to assess their employees and compare their products and services to the competition.So mystery shopping is a process for exploring everyday experiences, one person’s view at a snapshot in time, a way of identifying strengths and weaknesses i n dealing with customers, a method of measuring employees’ performance against set customer service standards, a useful aid for identifying training needs. INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal – Included in the International Serial Directories 102 http://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 Mystery shopping can be used for various purposes. Most of the time the goal is to measure the quality of the service delivery to the customer.In this situation the mystery guest can be focused on the compliance to specific standards, guidelines or demands, or the mystery guest can be instructed to position the quality of the service on a scale. If a mystery guest visits locations of competitors, benchmarking becomes a way to judge your own activities against those. GROWING NECESSITY OF MYSTERY SHOPPERS Managers can use the repo rts from mystery shoppers to evaluate their status among its competitors and the scope of increasing the business. Also this tool is highly reliable, and the results can be used to provide employee recognition and other positive reinforcements of loyalty and morale through incentive programs.The use of mystery shopping is just one part of a company-wide program to develop and augment employee performance. The idea is to learn from a consumer's point of view which areas of service and product quality are most important and what areas need improvement. Data from the shopping results can be used by the company to make necessary changes on a timely basis. The results should be used for developmental and reward purposes and not for punishment. Mystery shopping is a valuable tool to businesses and is especially helpful for small, start-up businesses that need accurate and fast information to assess their employees and compare their products and services to the competition. MYSTERY SHOPPIN G IN INDIAMystery shopping is not much practiced in India; some of the organizations who have initially used this type of research are ICICI Bank, Titan, Arrow and Reliance communications. ICICI Bank used mystery shopping initially in Pune to check the services offered by one of its branches, it conducted survey by telephone through mystery shoppers to find out the different services provided to different age groups by the bank (Karia, P. M. , 2005) CONCLUSION In the present age of competition there are various tools of research available for the companies to measure their service level from the customer point of view. One such efficient tool is mystery shopping, which is also called as ghost shopping. It can be viewed as an efficient tool in measuring the customer satisfaction with the company.No doubt, companies are spending lot of resources in ensuring customer satisfaction and to know what actually customers want. Mystery shopping can be chosen as an efficient tool in knowing th e overall details of positive and negative aspects of services provided to customers. It can also be used to rectify the problems a company actually faces in dealing with the customers. REFERENCES Banks, C. G. & Murphy, K. R. (1985) â€Å"Toward Narrowing the Research-Practice Gap in Performance Appraisal†. Personnel Psychology, Vol. 38 (2), pp. 335– 345. 2. Brender-ilan, Y. and Shultz, T. (2005) â€Å"Perceived Fairness of the Mystery Customer Method: Comparing Two Employee Evaluation Practices†. Employee Responsibilities and Rights Journal, Vol. 17(4), pp. 231-243. 3. Bromage, N. 2000) â€Å"Mystery Shopping – It is Research, But Not as We Know It†. Managing Accounting, Vol. 78 (4), pp. 30-35. 4. Cawley, B. D. , Keeping, L. M. & Levy, P. E. (1998) â€Å"Participation in the Performance Appraisal Process and Employee Reaction: A Meta-Analytic Review of Field Investigation†. Journal of Applied Psychology, Vol. 98 (4), pp. 615–621. 5. Finn, A. (2001) â€Å"Mystery Shopper Benchmarking of Durable-Goods Chains and Stores†. Journal of Service Research, Vol. 3 (4), pp. 310-320. 6. Finn, A. and Kayande, U. (1999) â€Å"Unmasking a Phantom: A Psychometric Assessment of Mystery Shopping†. Journal of Retailing, Vol. 75 (2), pp. 195–217. 7. Karia, M. P. , (2005) â€Å"Ghost Shopping†. http://www. indiamba. com. 8.Shing, M. N. K. and Spence, L. J. (2002) â€Å"Investigating the Limits of Competitive Intelligence Gathering: Is Mystery Shopping Ethical† Business Ethics: A European Review, Vol. 11 (4), pp. 343-353. 9. Stovall, S. A. (1993) â€Å"Keeping Tabs on Customer Service†. Bank Marketing, Vol. 25 (6), pp. 29-33. 10. Wilson, A. M. (1998) â€Å"The Role of Mystery Shopping in the Measurement of Service Performance† Managing Service Quality, Vol. 8 (6), pp. 414-420. 1. INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE, IT & MANAGEMENT A Monthly Double-Blind Peer Reviewed (Refer eed/Juried) Open Access International e-Journal – Included in the International Serial Directories 103 ttp://ijrcm. org. in/ VOLUME NO. 3 (2013), ISSUE N O. 01 (J ANUARY) ISSN 2231-5756 REQUEST FOR FEEDBACK Dear Readers At the very outset, International Journal of Research in Commerce, IT and Management (IJRCM) acknowledges & appreciates your efforts in showing interest in our present issue under your kind perusal. I would like to request you to supply your critical comments and suggestions about the material published in this issue as well as on the journal as a whole, on our E-mail i. e. [email  protected] com for further improvements in the interest of research. If you have any queries please feel free to contact us on our E-mail [email  protected] com.