Handling Difficult Customers Essay Example for Free

Handling Difficult Customers Essay Listed are some of the easons why customers become difficult when communicating technical problems. 1. Wanting a live operator but ending up in an automated telephone loop. Excessive waiting times to be connected to an operator. 2. Representatives rushing callers or even faking a disconnection. 3. Incompetent Representatives, incapable of processing requests effectively. 4. Representative not actively listening to the complaint. 5. Departments not communicating with one another. 6. Condescending Representative using technical Jargon they dont understand. 7. Representatives who sounds bored and disinterested. 8. I will address the complaints: 1) Wanting a live operator but ending up in an automated telephone loop, 2) Incompetent Representatives, incapable of processing requests. 3) Representative not actively listening to the complaint. The support specialist should follow the customer problem resolution and recovery procedures to address the significance of each of concept and overcome challenges that may arise Consumer emotions The first thing that a customer hears is a message saying, miour call is valuable to us. Please hold the line for the next available Representative. Then. they wait, and ait and wait. Finally after what seems like hours to them, they are connected with you. They are already angry with their situation and are faulting the company, now they are really angry about the wait time to get to speak with a live person. They feel that if they were really a valued customer, the wait time would be minimal. Resist the temptation to label the customer as a problem and cut out the negative thoughts. Start the recovery process with an apology after you let them vent. Smile and speak with sincerity, and dont fall into the trap that youre angry or difficult customer is aiting you with. If you feed into the anger, you will only escalate the problem. Your words, tone, and attitude are should be empathetic. This will deflects and diffuses an angry customer. You want to make sure the customer know you are listening and taking their situation seriously. Now the customer is upset that the Representative couldnt or didnt answer their questions and wasted their time. Their expected all the rep to know the particulars about their product without having to put them on hold or transfer the call to someone else. If you do need to work with other departments, please inform the ustomer that you will personally take the matter into your own hands and will need to investigate on the issues. Reassure the customer that you are coordinating the best possible resolution, and if you need to get the assistance achieve it. A great rep always sounds friendly. Customer doesnt like someone who sounds bored and disinterested at their problem. They want to feel that you are about their issue and are interested in resolving their issue. When you answer a customers call, please smile. Keep a positive attitude and be upbeat, they will be able to hear it in our voice. Ownership When upset or angry about a situation, a two minute wait time can feel like nothing at all, or can feel like forever. A company must learn how to influence the customer feelings about the waiting time. Representative must approach these customers with the mind set of the customer has a right to be angry, even before you know the details. Let them vent their feelings, without passing Judgment, and only interject when they start to becomes directly abusive towards you. If the customer senses that they are communicating with someone who is ncapable, it will create another reason to be frustrated or angry. If you dont have the power to solve the issue or answer the question, tell the customer that you own the problem. Let them know that you will apply your personal effort to find a solution, Sounding bored or disinterest is absolutely preventable! Have your environment arranged in a way so that the telephone conversations are customer oriented, convenient, and efficient. Reduce distractions by tuning out office noise, have paper and pencil handy to take notes when necessary. Be prepared to answer the elephone by having it within easy reach, no more than an arms length away. Customer callers do not hear the first two words of the conversation so when answering the phone use buffer words. You can say something like, Thank you for calling , or Good (morning or afternoon) this is.. Dont Just say hello and then wait for customers to answer. Self-control When you respond with hostility, or lose your self-control, you are contributing to the escalation of the situation. You have a snide response, and then the customer is even more fired up and ups the abuse. Instead calmly interject with some empathy. Say l understand your frustration with the situation; I want us to move past this so we can fix the problem that you are calling abo ut. Please allow me to help you. Sometimes the technical problem is in need of more attention because it may impact other customers. You dont want to seem like you dont know what you are doing, so acknowledge the individual customer emotion first. Then resolve the technical issue that you can handle and address bigger issues as a more multi- department activity. Let your customers know that you are listening and you want to help. Write down notes during the conversation. When the customer is done venting, reiterate the priorities from the customer perspective. Address the emotional and technical aspects of the customer concerns. This will put you in focus on the appropriate issues and reassure the customer that you are concentrating on their priorities. Adaptation Our Country is made up of an increasing number of immigrants and transitional residents. These same immigrants were the founding Fathers of our Country. Maybe the caller is new to the English language and was put on hold for so long, or didnt know to press a certain number for a Representative. Companies can take these complaints and adjust the systems to address the needs and accommodate multiple languages. Some companies have taken customer service to the next level and are hiring multilingual customer service providers. Having these systems set can prevent many of the listed complaints from being uttered again. Mistaken customers customers. Their wait time was less than a minute, but they wanted a live operator to pick up the call. To deal with these types of customers, we must learn coping and problem-solving skills to deal with our own personal feelings. Reiterate your empathy nd continue to acknowledge the customer right to be angry. Takes deep breaths, smile and wait patiently for your turn to speak. Problem customers Problem customers do exist and everyone has to deal with them. They can be high maintenance, scammers, litigious, abusive, criminal or Just plain bizarre. When you have one of these on the phone, the best thing to do is ignore the language and behavior and continue to follow the same procedures as with an angry customer. When they have crossed the boundary set by standards, then it is best to let the customer know that your manager or the law department would be best to handle heir situation. In the end, if there has to be compromise from one side of the conversation; let it be from the company. Great service can make customers more comfortable with a company because they do things better for them. Everyone involved wants a fair and fast solution that can be settled simultaneously. If compromising means that you are able to retain customers, then that equals to: business survival. Reference Swartzlander, A. (2004). Chapter 3, 4, 5 in Pearson Education, Inc (Ed. ), Serving Internal and External Customers (pp. 56-75). Prentice Hall.

The tragical history of Doctor Faustus Essay -- English Literature

The tragical history of Doctor Faustus, which followed in the wake of Tamburlaine, is acclaimed by all as Marlowe's best play in which the leaven of fertile poetry and fearless imagination works wonders. Introduction: The tragical history of 'Doctor Faustus', which followed in the wake of 'Tamburlaine', is acclaimed by all as Marlowe's best play in which the leaven of fertile poetry and fearless imagination works wonders. The idea of a passionate struggle to reach beyond the grasp of ordinary mortals as its theme Marlowe takes this old story of the medieval magician who sells his soul to the Devil for twenty four years of pleasure and the gift of all knowledge and gives it a significance as in to that of such world old myths as Eve's eating the apple and Prometheus' defiance of Gods. Hence, making the Faustus legend a symbol of humanity's splendid struggle to reach the stars, as well as a tragedy of infinite aspiration ending in agony and remorse. Inspite of the critics and scholars being one in their opinion to recognize Christopher Marlowe's 'Doctor Faustus' as one of the masterpieces of British drama there cannot be any denying the fact that the most glaring weakness of 'Doctor Faustus' lies in the lack of a well knit or an organic plot. Aristotle's definition of Tragedy: According to Aristotle 'Tragedy' in the real sense is an imitation of an action that is complete, and whole, and of a certain magnitude; The beginning, called by modern critics the incentive moment, must start the cause-and-effect chain but not be dependent on anything outside the compass of the play meaning that its causes are downplayed but its effects are stressed. The middle, or climax, must be caused by earlier incid... ...d are laid bare. Conclusion: Hence the fact remains that 'Doctor Faustus' is unquestionably a masterpiece by Christopher Marlowe and one of the greatest and the most powerful tragedy to be written before Shakespeare inspite of its flaws and limitations. But at the same time it is also clear that though the beginning of the play just like the end has been perfectly executed but the middle portion is weak and does not serve its purpose. As Levin puts it: "The structural weakness of the plot however corresponds to the anti-climax of the parable; it lays bare the gaps between the bright hopes of the initial scene and the abysmal consequences of the last". Therefore, the statement that Doctor Faustus has a beginning and an end but no middle can be accepted to some extent as the middle portion though existing is not relevant to the development of the play.

Ethics in Noble Truth and Eightfold Path Essay

In this paper I will be discussing the concept of the four noble truths and eightfold path within the Buddhist religion. The four noble truths do not give concrete answers to metaphysical questions, unlike other religions. Buddhism teaches human existence is imperfect and the four noble truths are a guide to help steer away from suffering. The four noble truths are important to Buddhist ethics in that they are the way to nirvana and enlightenment. The first noble truth is life is suffering. To live means to suffer and since it is human nature, no one is perfect in any shape or form. While we develop, we inevitably have to endure physical and psychological suffering sooner or later. Each of us, no matter how rich or poor, is going to get sick, grow old, and die. Nothing is permanent, nothing can permanently satisfy us. â€Å" Any aspect of life, no matter how seemingly pleasant, already has the seeds of the suffering that is a common denominator of all human experience† (Young) This is because things change and pass away; everything and everyone we love will someday pass away. The Buddha also taught the reason behind the suffering that individuals experience. The second noble truth is suffering is caused by craving. â€Å"We suffer because our craving leads us to become attached to things or people and deluded as to the real nature of our situation in life (Young). † As long as we are unable to detach of moral pleasures, we will experience suffering. One must learn to overcome these greed, aversion, hatred, jealousy, etc. These conditions are always in hand with society, family, and within one’s self. Recognizing and understanding the second noble truth gives way to the freedom from suffering. The third noble truth is cessation of suffering. It is the complete fading-away and extinction of this craving, its forsaking and abandonment, liberation from it, detachment from it†(welsh). This may be the most significant of all the noble truths, as it reassures us that true happiness is possible. When individuals give up useless cravings and learn to live each day to the fullest, enjoying what each day brings with no expectations, they are able to live a free life. Nirvana arises when an individual becomes free of all sufferings, and eliminates cravings. When an individual is able to attain nirvana, they are able to move on to the next noble truth. The forth noble truth is the means to liberation. This noble truth teaches how to remove all suffering from your life, and explains the various levels of achieving such. So, first of all, in order to gain the good qualities, we need to work on creating all the different conditions that will make those qualities emerge. To develop the various insights of meditation and real wisdom, we need to develop great faith and confidence in the validity and usefulness of that wisdom. Buddhist needs to change their habits so that they have the ability to do all the necessities to make insight and wisdom emerge. Therefore, there are many factors and conditions we must generate within our life that will bring about our happiness. The guide to peace and the end suffering is the eightfold path. The eightfold path is a guideline to ethical teachings and growth of an individual. The goal is to free believers from attachments and ultimately leads to understanding. â€Å" â€Å"Everyone should attempt to live by the eightfold path, and (theoretically) enlightenment is open to anyone, regardless of caste, gender, or whether lay or ordained. † Young. The Eightfold Path consists of three components: wisdom (prajna ): (1) right views and (2) right intention; morality (sila ): (3) right speech, (4) right conduct, and(5) right livelihood; and concentration (samadhi ): (6) right effort, (7) right mindfulness, and (8) right concentration. (Deal). The eightfold path is the way to avoid self-denial and self-indulgence considered the middle way. The first step in the eightfold path is the right view, which falls under the category of wisdom. The right view means understanding the four noble truths and grasping the nature of objects and ideas. Right view is attained, sustained, and enhanced through all capacities of mind. It begins with the insight that all beings are subject to suffering and it ends with complete understanding of the true nature of all things. The second step, which also falls under the component of wisdom, is correct intention. This refers to abandoning one’s own thoughts and desires. This is the step of the eightfold path that one must give up selfish attitudes that lead to more suffering and replace them with the opposite. â€Å"The point is not to nattached from oneself to a particular person but with a caring attitude, but to practice a â€Å"universal goodwill† young† The third step is correct speech. This means to tell the truth, to speak friendly and to talk only when necessary. †Man’s speech must be the truth, his conversation must be edifying and he must not engage in scandal gossip. One should take control with one’s word not only for the sake of truth but to demonstrate control and discipline. † Right speech can be seen as an ethical conduct in Buddhism. The forth step in the eightfold path is that of correct conduct. Young mentions that unwholesome actions lead to unsound states of mind, while wholesome actions lead to sound states of mind. â€Å" Not taking life, not stealing and not having sexual intercourse† (Van Voorst). It is important in Buddhism to concentrate on actions that will help the well beings of others. The fifth step is the right means to livelihood. This path represents earning an honest living. An occupation that is against the other steps of the eightfold path is in return against right livelihood. One should acquire only by legal means, not by illegally; one should acquire it peacefully, without coercion or violence; one should acquire it honestly, not by trickery or deceit; and one should acquire it in ways which do not entail harm and suffering. † (Bodhi) Selling of weapons would be an example of wrong in this religion as the consequences of weapons can cause harm to others. The sixth step in the eightfold path is right endeavor. This step is very important, as it is a necessity to put a conscious effort in what we do. Without right effort less would be able to get achieved. â€Å" Avoiding any sort of unwholesome action that will have a negative karmic influence, and pursuing beneficial deeds. †(Young) being aware of your own mind and not to have a mind that is diluted. This brings us to our next step, the seventh step, which is right mindfulness. This step in the eightfold path refers to the ability to see things without any delusions. â€Å" Right mindfulness refers to the deep, ultimately non-dual, understanding of the body, feelings, mind, and experienced things†(Koller. In the step being consciously aware of all that is that is going on with ones mind and body. Van Voorst states, â€Å" To remain focused on the body in and of itself- he is fervent, aware and mindful- putting away the greed and distress of the world. This step helps to actively observe and control our thoughts. The eighth step in the eightfold path is correct meditation. Once at the stage nirvana is at hand and, in a flash of intuition that state of final bliss dawns† (Young) This step leads to developing a deep insight into reality and the ability to be able to apply levels of concentration regularly. We see by the study of the noble truths and the eightfold path that Buddhist put great emphasis on the practices that they follow in order to reach nirvana. The noble truths and the eightfold path are essentially the ethics of the religion. The foundation of the path is moral virtue. Buddhist ethics is concerned with the practices that contribute to a believer to act in ways that help rather then harm. By following the noble truths and the eightfold path Buddhist are able to reach the goal of nirvana and non-attachment.

A Distant Episode by Paul Bowles Essay - 669 Words

The single effect is the main idea that the writer wants to convey to his readers. The writer musters all his powers and tools to achieve this successfully such as in a Distant Episode. A Distant Episode, in fact, is regarded as a landmark in the history of the English short story genre. It is so important in a field called Orientalism, which shows the orient in the eyes of the West. This short story, in other words, shows the difference between the Western culture and the Eastern culture from a western point of view. The writer used some tools to emphasize this single effect. In this short story, the author showed how the West sees the East. Western people always looked at the Arab world as an inferior and a primitive place where a lot†¦show more content†¦The weather was too hot that the professor cannot bear it without sun lotions and medicines. Even when the professor went to the hotel, he chose a room, giving onto a tiny yard full of refuse and barrels. This description allows the reader to feel disgusted enough toward such environment. On the other hand, if the writer was describing a western country, he would describe it in a more delicate and decent way by mentioning a lot of positive and beautiful images about it. Moreover, through language, the writer could successfully show the difference between the Arab and western man characters through the accurate descriptions and the dialogue. The Arab man was so mean and impolite person who look only for money and never did he think. For example, at the beginning, when the professor asked the qa ouagi about Hassan Ramani, the qaouagi answered so impolitely saying, he deceased. Then he left the professor while he was still speaking to him. Moreover, when the Professor gave him money, he bowed to the professor. Later, all what the qauagi said were just short sentences. Moreover, when the Reguiba men found him, they kept hitting him; then the robbed his money, and later they sold him to another violent person. Furthermore, the Arab were portrayed as hypocrite people who never apply what they read in the Quran. So, the author is describing the Arab as savage, primitive, ignorant, monosyllabic, and murderous people who can doShow MoreRelatedOrganisational Theory230255 Words   |  922 Pagesto texts in the field. It then offers thoughtful, scholarly and well-illustrated discussions of prominent theoretical perspective, including managerialism and postmodernity, supported by specified learning outcomes and guides to further reading. Dr Paul Tosey, University of Surrey, UK The fi eld of organization theory is extremely fragmented and there is no agreement concerning the underlying theoretical dimensions nor methodological approach to be employed. With the recognition of different approachesRead MoreStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesCalifornia State University Fullerton Abigail Hubbard, University of Houston Paul Hudec, Milwaukee School of Engineering Stephen Humphrey, Florida State University Charlice Hurst, University of Florida Warren Imada, Leeward Community College Gazi Islam, Tulane University Alan Jackson, Peru State College Christine Jackson, Purdue University Marsha Jackson, Bowie State University Kathryn Jacobson, Arizona State University Paul Jacques, Western Carolina University David Jalajas, Long Island University

Essay about Athletes and Anabolic Steroids - 3631 Words

Women Athletes and Anabolic Steroids I. Introduction Anabolic steroids have been around since the 1930s. While they started out solely for medical purposes, they have now become widely accepted for recreational endeavors and heightened athletic performance. Though highly accepted, they are still very illegal without a written prescription. While they have surpassed their medical uses and found their way into top athletes and body builders, they have also crossed the gender barrier. Men are not the only users anymore. More and more women have felt the effects of anabolic steroids and before you think they are the thing for you maybe you should read this first. I. What are Anabolic Steroids? Anabolic steroids†¦show more content†¦Through experimentation, though, scientists found in lab animals that anabolic steroids could facilitate the growth of skeletal muscles and with this is where the weight lifters and athletes come in to play. Since then over 100 anabolic steroids have been developed and most of them still remain illegal without consent from a doctor. While they were initially created for male related irregularities, they are now finding their way into a womans body and becoming a part of some womens daily routine. II. Which kinds are their? Winstrol, Testgro, Testo Prop, Halotestin, Anadrol, Stromba.... the list goes on and on of the common street names for anabolic steroids http://www.pharm.arizona.edu Basically though their are 5 popular separate products being sold individually or in a combination with others that can either be taken orally or injected with needles. This list is Androstenedione, 4-Androstenediol, 5-Androstenediol, 19-Norandrostenedione, and finally 19-Norandrostenediol http://www.betterbodz.com . First, lets consider the andros. They are not drugs and can be sold legally as dietary supplements in health food stores http://www.nida.nih.gov ). Androstene is naturally produced by the bodys adrenal gland. But with the help of scientists, theShow MoreRelatedThe Effects of Anabolic Steroids on Athletes Essay1663 Words   |  7 PagesIt is believed that many athletes use anabolic steroids to increase their muscle mass and also their strength. Anabolic steroids are a group of synthetic hormones that promote the storage of proteins and the growth of tissue, sometimes used by athletes to increase muscle size and strength. Before the mid 1970’s the use of anabolic androgenic steroids (AAS) was used mainly by highly trained athletes especially those involved in weight training. Since then other athletes including those involvedRead MoreAnabolic Steroids: and the High School Athlete1528 Words   |  7 PagesAnabolic Steroids: And the High School Athlete Anabolic steroid abuse has become a national concern among high school athletes. There has been a dramatic increase in the number of athletes using these performance enhancing drugs in high school almost double the number using since the 1980s. These athletes feel that steroids gives them the competitive edge that they think they need to boost themselves past the competition. Steroids have been used in bodybuilding and other sports since the 1950sRead More Anabolic Steroid Use by Athletes Essay3169 Words   |  13 PagesBen Johnson. He tested positive for anabolic steroid use. It was later discovered that hed been using steroids for several years. He was striped of his gold medal and his world record. Carl Lewis was given the gold and the world record (Ben Johnson). In the many years since this incident, no one has come close to Ben Johnsons time. The next fastest that has ever been ran was a 9.84 by fellow Canadian Donovan Bailey in the 1996 Summer Olympics. Steroids definitely enabled Ben Johnson to reachRead More Anabolic Steroids and the High School Athlete Essay1495 Words   |  6 PagesAnabolic Steroids and the High School Athlete Anabolic steroid abuse has become a national concern among high school athletes. There has been a dramatic increase in the number of athletes using these performance enhancing drugs in high school almost double the number using since the 1980s. These athletes feel that steroids gives them the competitive edge that they think they need to boost themselves past the competition. Steroids have been used in bodybuilding and other sports since theRead MoreWhy Do Athletes Use Anabolic Steroids?2261 Words   |  10 PagesMiramontez Professor Winter English 103: Critical Reasoning and Writing 7 May 2015 Why do athletes use Anabolic Steroids? An anabolic steroid is the name that is associated with the male sex hormones. Anabolic steroids promote the development of male sexual characteristics in both males and females, and also promote the growth of the skeletal muscle (drugabuse.gov). In the late 1930s, anabolic steroids were developed. The primary reason for their creation was to treat a certain condition calledRead MoreThe Use Of Anabolic Steroids And How Athletes Are Cheating1482 Words   |  6 Pagescreation of sports. Athletes are becoming bigger, faster and stronger. The competitive edge has started to increase and guys are looking for ways to enhance their performances. Many turn to repetitive practices and healthier diets, while some turn to protein powder. No matter the method the average athlete is trying their best to propel his or her efforts past previous marks. Most stick to natural remedies, but there are a select few that turn to steroid injections. 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There are types of steroids called corticosteroids that have more medical uses to them and another type called anabolic-androgenic steroids that have a more limited medical use. The anabolic-androgenic are usually the steroids that are being abused by athletes (Bigelow, par.10). TheRead More Anabolic Steroids Use by Athletes: A Threat to Body and Mind2344 Words   |  10 Pagesfor. -- Ralph Waldo Emerson In the world of sports today, anabolic/androgenic steroid use is a vast problem. Since its’ introduction into Russian weightlifting, it has been expanding with no signs of stopping. It has spread into every major sport, with usage by every age and race. The use continues to grow, even with a lengthy list of serious health, legal, and ethical concerns. Because of our societys adoration of muscle, athletes put their athletic goals higher on their priority list than theirRead MoreAnabolic Androgenic Steroids Is A Huge Problem Among Today s Athletes857 Words   |  4 PagesComposition Mrs. Vidden 14 January 2015 Anabolic-Androgenic Steroid Abuse in Professional Sports Anabolic-androgenic steroids are a huge problem amongst today’s athletes. The use of these drugs has been around for many years in sports. Understanding anabolic-androgenic steroids and why people take them is needed in the process of trying to eliminate them from professional sports. Also, players knowing and understanding how the negatives of anabolic-androgenic steroid use outweigh the positives will hopefully

Chinua Achebes Heart of Darkness and Racism Essay

Chinua Achebes Heart of Darkness and Racism The Nigerian novelist Chinua Achebe made claims in the 1970s that Heart of Darkness was a racist novella. My initial thoughts on this are yet to be decided during the course of this essay. While my thoughts are yet to have any significance, I do believe that Chinua Achebes remarks hold some truth. Achebes theory assumes that Marlow and Conrad are the same voice. This could be a reasonable assumption as research into Conrads life has given us knowledge of Conrads early years. In the heart of darkness the main character, Marlow has since childhood, had a desire to go there (Africa), whilst exploring maps of the world. Conrad, in the†¦show more content†¦The grandeur and excellence in which the Thames is depicted cannot bare any comparison to the two sentenced description of the Congo. à ¢Ã¢â€š ¬Ã‚ ¦ a mighty big riverà ¢Ã¢â€š ¬Ã‚ ¦ resembling and immense snake uncoiled. And as I looked at a map of it in a shop window, it fascinated me as a snake would a bird a - a silly little bird. In contrast to the Congo, the river Thames can be seen as a highly favourable portrayal of such a populous and commended European symbol. With a nine paragraphed description of it and only a two sentenced observation of the Congo, it is easy to see why Achebe would fall to such a conclusion as the Heart of Darkness being a racist novella. The two sentences alone says quite a lot to enrage a true African patriot. The snake being the Congo and the silly little bird being Marlow, are two creatures of the wild that have not been known to have any reverence for each other. While one preys on the other, Marlow suggest to his audience that he was a victim of the never escaping charm of mans old foe - the snake. Certainly some of the language used about Africans in the Heart of darkness sounds to our modern ears outrageously racist. à ¢Ã¢â€š ¬Ã‚ ¦ a savage who was no more account than a grain of sand in a black Sahara. A fellow human being has just died here, yet Marlow feels the need to justify his remorse for theShow MoreRelated Misleading Interpretations of Conrads Heart of Darkness Essays1186 Words   |  5 PagesMisleading Interpretations of Conrads Heart of Darkness Chinua Achebe, a well-known writer, once gave a lecture at the University of Massachusetts about Joseph Conrads Heart of Darkness, entitled An Image of Africa: Racism in Conrads Heart of Darkness. Throughout his essay, Achebe notes how Conrad used Africa as a background only, and how he set Africa up as a foil to Europe,(Achebe, p.251) while he also projects the image of Africa as the other world, the antithesis of Europe andRead MoreJoseph Conrad s Heart Of Darkness957 Words   |  4 Pages Chinua Achebe’s controversial essay published in 1977 focuses on the racist views woven into Joseph Conrad’s 1899 novella, Heart of Darkness. Achebe claims that Conrad uses many western stereotypes of Africa and subtly weaves them below the surface of his writing. However, due to the popularity of the novella and the skill of Conrad, his racist views go undetected. The most obvious indicator of Conrad’s racist views is the depictions of the people. They are described as â€Å"savage creatures,† yet Conrad’sRead MoreHeart Of Darkness Essay1426 Words   |  6 Pagesnovel Heart of Darkness uses character development and character analysis to really tell the story of European colonization. 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Many black leaders have risen up and confronted those racist againstRead MoreEthnocentrism: with Whom Resides the Heart of Darkness?790 Words   |  4 PagesEthnocentrism 1 Ethnocentrism With Whom Resides the Heart of Darkness? Antonio Arevalo James Campbell High School Ethnocentrism 2 Abstract This paper discusses Heart of Darkness, Joseph Conrads most acclaimed novel, and attempts to determine what the heart of darkness that Conrad speaks of is. I found, through my interpretations, that the heart of darkness is the ethnocentrism that Europeans maintained in the age of colonialism. More specifically, this ethnocentrism broughtRead More Prejudice and Racism - No Racism in Heart of Darkness Essay1108 Words   |  5 PagesNo Racism in Heart of Darkness      Ã‚   Chinua Achebe challenges Joseph Conrads novella depicting the looting of Africa, Heart of Darkness (1902) in his essay An Image of Africa (1975). Achebes is an indignant yet solidly rooted argument that brings the perspective of a celebrated African writer who chips away at the almost universal acceptance of the work as classic, and proclaims that Conrad had written a bloody racist book (Achebe 319). In her introduction in the Signet 1997 editionRead MoreA Great Tree Has Fallen: Words of Chinua Achebe Essay1124 Words   |  5 PagesChinua Achebe Imaginative literature †¦ does not enslave; it liberates the mind of man. Its truth is not like the canons of orthodoxy or the irrationality of prejudice and superstition. It begins as an adventure in self-discovery and ends in wisdom and humane conscience. â€Å"The Truth of Fiction† in Hopes and Impediments: Selected Essays 1988 In the mid 20th century Africa was once more starting to find its own voice, having been gagged by centuries of colonial oppression. For all that time the story

Diploma In Nursing Assess Clients and Manage Client Care

Question: Discuss about the Diploma In Nursing for Assess Clients and Manage Client Care. Answer: Introduction: In this argumentative essay, the discussion topic is to understand the importance of early recognition of the deteriorating patient suffering cardiopulmonary arrest. The discussion is based on Cherry Jones (2015) statement Early recognition of the deteriorating patient is important in preventing cardiopulmonary arrest and reducing mortality, but it is a complex issue owing to reasons such as not recognising early deterioration, poor communication between staff or not responding appropriately to the situation. The early recognition and management of deteriorating condition help to generate a safe and high quality care process (Dossey et al. 2012). Background Information The chronic conditions of cardiac arrest persist some observable psychological abnormalities under deterioration condition; therefore, these observable abnormalities make recognition easier and simpler to avoid the consequences of the disease. The abnormalities are easily detectable in form of vital signs like pulse, blood pressure, oxygen saturation and respiratory rate. Therefore, early recognition of these vital signs in deteriorating condition works as a tool to manage the chronic condition (Cherry Jones, 2015). Significance of Early Recognition of Patient Deterioration and Causes that Prevent Early Recognition of Patient Deterioration or Staff Failing to Respond Appropriately to an Emergency Situation Providing a short summarization of significance Douw et al. (2015) indicated that early recognition of deterioration helps in minimizing the chances of events that simultaneously improves the condition because increased number of cardiac attack leads to critical condition. The healthcare professional can also manipulate and manage interventions in the proper manner as per early recognition signs. Further, Purling King (2012) indicated that a stabilized treatment process is followed after getting information of vital signs through early recognition to improve the life expectancy and manage disease. Bogossian et al. (2014) studied that there are organizational and workforce factors in healthcare scenario that lead to failure of the early recognition process. Further, Liaw et al. (2011) indicated that healthcare organisation lack effectual staff training regarding signs and symptoms that signal deterioration. There is also lacking a formal system for deterioration communication. Bogossian et al. (2014) indicated that as early recognition of deterioration is a new concept in healthcare the staffs are generally less skilled and trained to manage deteriorating patients. Further, organisation defect includes failed communication system regarding clinical concerns involved in handover situations to manage early recognition process of deteriorating condition. Douw et al. (2015) studied some minor factors like the failure of essential equipments, delay in notification, lack of required assistance and less skilled ward staff contributes to system failure. Effectiveness of Early Warning Systems in Enhancing Patient Outcomes and Process to Educate Early Warning Systems in clinical placement The Early Warning Systems sometimes also named as track and trigger system allow successful implementation of early recognition of deterioration condition using the relationship between the occurrence of serious events system and psychological abnormalities. Some of these systems are single parameter system, multiple parameter system, combination system etc. (Liaw et al. 2011). According to Purling King (2012), these system helps in determination of deteriorating condition to escalate care process, timely care is processed, early and effective knowledge regarding disease and its consequences are transmitted to the patient and their families. Liaw et al. (2011) studied the implemented Early Warning System education provided in a clinical placement that involved a stand-alone course constructed to improve skills and ability for recognition and management of adult vulnerable suffering these chronic conditions. Conclusion The study of significance, limitations and effectiveness of early recognition of deteriorating condition indicates that this contemporary clinical process involves a promising approach to maximise the quality care providing for chronic diseases and conditions. There are significant benefits of early warning system to recognise the cardiac deteriorating condition that is benefiting the healthcare management. References Books Dossey, B. M., Certificate, C. D. I. N. C., Keegan, L., Co-Director International Nurse Coach Association. (2012).Holistic nursing. Jones Bartlett Publishers. Journals Bogossian, F., Cooper, S., Cant, R., Beauchamp, A., Porter, J., Kain, V., ... FIRST2ACT Research Team. (2014). Undergraduate nursing students' performance in recognising and responding to sudden patient deterioration in high psychological fidelity simulated environments: An Australian multi-centre study.Nurse Education Today,34(5), 691-696. Cherry, P. G., Jones, C. P. (2015). Attitudes of nursing staff towards a Modified Early Warning System.British Journal of Nursing,24(16). Douw, G., Schoonhoven, L., Holwerda, T., van Zanten, A. R., van Achterberg, T., van der Hoeven, J. G. (2015). Nurses worry or concern and early recognition of deteriorating patients on general wards in acute care hospitals: a systematic review.Critical Care,19(1), 1. Liaw, S. Y., Rethans, J. J., Scherpbier, A., Piyanee, K. Y. (2011). Rescuing A Patient In Deteriorating Situations (RAPIDS): A simulation-based educational program on recognizing, responding and reporting of physiological signs of deterioration.Resuscitation,82(9), 1224-1230. Liaw, S. Y., Scherpbier, A., Klaininà ¢Ã¢â€š ¬Ã‚ Yobas, P., Rethans, J. J. (2011). A review of educational strategies to improve nurses' roles in recognizing and responding to deteriorating patients.International Nursing Review,58(3), 296-303. Purling, A., King, L. (2012). A literature review: graduate nurses' preparedness for recognising and responding to the deteriorating patient. Journal of clinical nursing,21(23-24), 3451-3465.