Customer Service Essay Example

Customer Service Essay You should use this file to complete your Assessment. †¢ The first thing you need to do is save a copy of this document, either onto your computer or a USB drive †¢ Then work through your Assessment, remembering to save your work regularly †¢ When you’ve finished, print out a copy to keep for reference †¢ Then, go to www. vision2learn. com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: Hayley Nash Organisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working, you may wish to base it on the organisation which employs you. Argos Distribution Centre Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline. ) Argos are a large retail company who provide products and services to the general public. Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. |Organisation type |Name of organisation |Description of products and services | |Commercial |Amazon |A large online retail company that provide a range of products from| |organisation | |ebooks, toys, games etc. | | |They allow the public to sell items on their website. | | | |They designed the Kindle and provide ebooks to be downloaded. | | |They also provide a company called lovefilm which provide an | | | |entertainment collection of films, tv programmes and games to rent | | | |from them. | |Commercial |Essex and Suffolk Waters |Essex and Suffolk Waters provide water to the public and work place| |organisation | |properties. | | |They treat the water to make sure it is safe for consumption. | | | |They take regular test samples dir ect from customers homes and the | | | |water mains. | | | |They fix leaks and promote the wise use of water to help customers | | | |and the environment. | | |They provide water butts and other adaptions for the home. | |Public |Basildon Council |Services provided are social housing for the local community. | |organisation | |Environmental – Refuse and recycling for each resident. Street | | | |Care. | | |Leisure – Marinating and providing Sport Centres, Youth Clubs, | | | |Swimming Pools, parks and playing fields | | | |Support – Aid with housing, council tax, advice to the elderly and | | | |the running of centres to support them. | | |And many more. | | We will write a custom essay sample on Customer Service specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Customer Service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Customer Service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Public |Basildon Hospital |Basildon Hospital provide health care for the local community. | |organisation | |Patients are referred by their GP to attend day clinics for their | | | |health problems. | | |The Hospital provide X-ray, CT and MRI department to assist | | | |Consultants with their diagnosis. | | | |An A E department for emergencies that arise. | | | |A maternity ward for soon to be mothers. |Third sector organisation |The Princes Trust |The Princes Trust provide practical and financial support to the | | | |young people who are unable to support themselves. | | | |They support the young people by helping them develop their skills | | | |and giving hem confidence to move into work or education. | | | |They provide courses, training and work experience. | |Third sector organisation |Cancer Research Uk |Cancer Research provide information and support to patients and | | | |families. | | |They have information supporting research and trials. | | | |They organise fund raising events to raise money and the awareness | | | |of cancer to help with the research of developing cures for all | | | |types of cancer. | | |They campaign on behalf of patients to receive cancer drugs, | | | |screening and to reduce the amount of tobacco. | 2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline customer service roles in each organisation and highlight the differences in how customer service is carried out across these organisations. Organisation type |Description of customer service and | | |the differences between organisations | |Commercial |Customer service is extremely important in these organisations if they don’t get it right it could be the end| |organisation |of their business. | |They base their business on loyalty, the need to understand the customer and what they want from them as a | | |company. | | |They concentrate on the way staff treat their cu stomers and the service they provide. | | |Ensuring the customer is satisfied even when making a complaint. |Public |Satisfaction is a big part of the customer service in public organisation. | |organisation |They work using customer service charters, here the constant improvement of quality and access to their | | |services will ensure the customer is satisfied. | | |They aim to invest in the right services required and that will be of benefit to the community. | |They will use surveys to evaluate where they need to improve. | | | | |Third sector |Care and support is mainly the aim for third sector organisations. | |organisation |As most people providing a service for these organisations are volunteers they tend to lack in customer | | |service skills. | | | | | | | | | | | | . In relation to your current organisation (or one that you are familiar with), outline the part that customer service plays in this organisation and its industry as a whole. Customer service is key to this co mpany, without fantastic customer service they would not be able to stay afloat and would go out of business. There whole company is aimed at the general public and if they are not happy with the service provided they will find someone else who will. Everyday Argos try to maintain good customer service by providing the products the customer wants and if unable to do so will put that product on special order so that it can be picked up the following day, that all products provided by the company are damage free and working, if in the unfortunate event this doesn’t happen they will happily refund and provide the customer with another product. Sometime the box which the product comes in is damaged but the item isn’t but the customer doesn’t want it, it is their duty to exchange for another product or if it is the last product in store the manager can offer a discount. They have a customer service email and phone number you could contact if the frequently answered questions do not resolve your issue. On their website there is lots of information retaining to shopping at Argos, this should provide the customer with all they need. 4. Who are the major competitors to your current organisation (or one that you are familiar with)? Established national specialists, such as BQ, Wickes and Focus in home improvement. Currys and Comet in consumer electronics and domestic appliances. MFI and IKEA in furniture. Smyths and Toys R Us in toys. H. Samuel in jewellery. Woolworths and Wilkinsons across broader general merchandise. Supermarkets, such as Tesco, J Sainsbury and ASDA Online retailers such as Amazon. co. uk and Ebay. 5. Identify at least two factors that could affect the reputation of your current organisation (or one that you are familiar with). Out of Stock items – If items are constantly unavailable customers will become dissatisfied and will no longer shop there. Poor customer service – Uninformed staff and unable to provide answers to problems and questions, will upset customers. Section 2 – Understand employee rights, responsibilities and organisational procedures 1. Use the table below to give details of employer and employee rights and responsibilities under employment law and the importance of having these (consider the importance to the organisation, employees and customers, where relevant). You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer. Rights and responsibilities |Why are they important? | |1. Employer |They are important so that employees do not feel discriminated against | |Equality and Diversity, to make sure policies and procedures are put |in anyway and that they are treated by their capability to do the job | |into place and that each employee is up to date and aware of their |rather then there Sex, Age, Sexual Orientation etc. |rights. | | |2. Employer |This is important so that it protects their employees from having | |Health and Safety, It is the employers responsibility to safeguard |accidents at work. | |their employees, any contractors or vistors to the building and to make|To make sure employees are only work the hours allowed i. . where I | |sure equipment and staff are kept up to date. |work we are not allowed back into the warehouse after finishing a shift| | |until 10 hours have passed. | | | | |1. Employee |It is important to make sure they have a copy of their contract as this| |Employment Contracts |states what you employer expects from you and what you can expect from | |The Employer needs to make sure the employee has a copy of their |your employer, if there are any problems you can refer to the contract | |contract within 2 months with the required details for that specific |to make sure they are upholding the contract and visa versa. It will | |employee. also give all the information about your role, duties, hours, holiday | | |etc. | | | | |2. Employee |This is important as every work place need to be free from any form of | |Equality and Diversity. Aside from being the employers responsibility |discrimination and that every employee feels comfortable in the work | |Employee have a duty of care here too. place. | |It is important that they follow the companies’ policies and adhere to | | |their procedures, that they are being respectful to those who are | | |diff erent from themselves and that they report any form of | | |discrimination to the appropriate member of staff. | | | | | | | 2. Give details of employer and employee rights and responsibilities under the Health and Safety at Work Act. You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer. Who? |Rights / responsibilities under Health and Safety at Work Act | | |It is the employers responsibility to make sure their staff get their hours and rest required for them to work | |Employer |safely. i. e. night workers cannot work an average of more than eight hours in each 24 hour period, a minimum 20 | | |minute rest break if their working day is longer than 6 hours. | |Employers must provide adequate and appropriate equipment, facilities and personnel to enable first aid to be given| |Employer |to workers if they are injured or become ill at work. The minimum first aid provision is: a first aid box and an | | | appointed person to take charge of the first aid arrangements. First aid provision must be available at all times | | |whenever people are at work. | |Health and Safety Rep, Every worker is a health and safety rep whether or not they hold the title, it is their | |Employee |responsibility to make sure all health and safety aspects within the company are adhered to and that they report | | |any issues that arise so they can be dealt with quick and safely. | |Misuse – Employees are required not to interfere or misuse any equipment provided by the company to protect their | |Employee |health and safety and that of others. | 3. In relation to your current organisation (or one that you are familiar with), describe the organisation’s procedures for health and safety and any relevant documentation that is used. If possible, provide relevant health and safety policies / documents from the organisation to support your answer. These documents should be annotated to highlight the relevant sections. In my current work place you are issued with a booklet describing the health and safety within the warehouse, they have appointed and trained Health and Safety Reps on every shift to monitor and deal with any occurrences, there are forms throughout the warehouse for any member of staff to fill out and report a mishap, accident or safety issue. We have briefs on any health and safety changes and there is a Health and Safety board with all details of any information required also photos and names of all Safety reps. PPE equipment are supplied by the company and only trained members of staff are allowed to operate machinery. All Llops and Fork Lift trucks are operated by a pass card issued to a trained driver so that only they can switch them on. If any health and safety is breached then that person is removed from the department or suspended and investigated, once the investigation is complete depending on the outcome, they either return to work, have to be retrained or will be asked to leave the company. 4. Outline how the Disability Discrimination Act relates to employment. The Disability Discrimination Act makes it unlawful to discriminate against any employee or job applications based a person’s disability. They are responsible in making sure there is no discrimination within the work place, this also means that they must make adjustments for people with disabilities. They must not treat a disabled employee any different from another employee for a reason relating to their disability without justification. 5. In addition to the information provided in the questions above, identify the other key legislation that specifically relates to your chosen organisation and its industry as a whole. Other legislation within the company are: Manual handling: Manual Handling Operations Regulations 1992 †¢ First Aid and Accidents: First Aid Regulations 1981 and the Reporting of injuries, Diseases and Dangerous Occurrences (RIDDOR) Regulations 1995 †¢ PPE equipment: The Personal Protective Equipment Regulations 1989 †¢ Risk Assessments: Under the Management of Health and Safety at Work Regulations 1999 †¢ Slips, trips and falls: A range of laws cover these in the workplace, Health a nd Safety at work 1974 and the Management of Health and Safety at Work Regulations 1992 and Workplace (Health, Safety and Welfare) Regulations 1992 †¢ Near Misses Substances and Gases: Control of Substances Hazardous to Health Regulations 2002 †¢ Equipment Use: i. e. Reach Truck The Provision and Use of Work Equipment Regulations 1998 (PUWER), The Lifting Operations and Lifting Equipment Regulations 1998 (LOLER) †¢ Noise in The Work Place: The Control of Noise at Work Regulations 2006 6. Describe the procedures followed by your chosen organisation in relation to equality and diversity. Your answer should include details of any monitoring that takes place and documentation used to support this monitoring. Argos are committed to being an equal opportunities employer and providing a safe and healthy environment for their employees and if free from discrimination, harassment and victimisation. Respect for each of these is key to their business principles and they promise to their employees that they will always seek to †¢ Treat them fairly and encourage respect an support for one another †¢ Prohibit any discrimination on the grounds of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership. Prohibit all forms of bullying, harassment and victimisation. †¢ Facilitate flexible working arrangements where practicable, to support employees with care responsibilities outside work. †¢ Ensure that disabled employees and job applicants are treated with respect and dignity, taking all reasonable steps to enable them to be employed and to continue in employ ment where they are able to perform the functions of their jobs. They are diversity awareness stretches beyond our consideration of equal opportunities and takes into account the infinite range of individuals’ unique characteristics and experiences, such as communication styles, career, work, life experience, educational background and other variables. They focus on tapping the talents of people from this huge scope of backgrounds, experiences and perspectives as a means of improving their workplace environment and productivity. Team Managers are responsible to ensure their department are free from discrimination of any form and if any grievances are brought to their attention to do a thorough investigation. Depending on the outcome of the grievance file notes are put onto the employees file, if their findings require they will inform the appropriate authorities If an employee requires certain need they make sure they meet them. i. e. A Muslim employee required a room so he could perform his obligatory prays throughout his shift this was provided to ensure his needs were meet. Section 3 – Understand career pathways within customer service . Describe at least two different types of career pathways that may be available within a customer service role. †¢ Customer Service Consultant: Handles enquires from our members and employers across a range of functions. The experienced gained will provide the employee the knowledge to advance them to then next stage in their career ( Senior ) †¢ Senior: T he next step up form Customer Service Consultant. The employee’s role here provides expert knowledge across a range of employer and member functions and is also a reference point for any other staff members for any escalated service issues. Regarded as a subject matter expert in their team, the opportunity here further demonstrate the qualities of the employee and shows the willingness to lead by taking on more roles. With more training and experience would lead them on to a Team Leader role. †¢ Team Leader: From being a Full-time Assistant the employee could prove their skills to manager a number of Senior and Consultants, a Team Leader develops and maintains the skills and knowledge of the team, acts as a role model for them to aspire to, and focuses the team on achieving operational success. Training may be available to prepare them more for this role to help gain knowledge and more relevant skills for them to take on more responsibilities, as they gain experience and with further training could then be promoted to Call Centre Manager. †¢ Call Centre Manager: If the employee proves themselves the next step is the Call Centre Manager. They play a critical role in further developing and leading a strong customer service team that consistently achieves objectives and works toward conserving and growing the funds membership. Responsible for optimising the capabilities of all team members and achieving high levels of staff satisfaction. This role will require the manager to have the relevant qualifications and sufficient experience in the industry, training is always crucial as roles and functions change year to year. Argos †¢ Warehouse Operative: This role is to pick and pack orders while working efficiently and effectively as part of a team. To keep the work area clean and tidy while maintaining high levels of Health and Safety standards. You will need to communicate with the Team Leaders and achieve the targets set out by them. Your duties will involve regular repetitive light, medium and heavy lifting, attention to detail, a good standard of numeracy. The aim is customer satisfaction. With experience gained and possible training the employee can go forward as a Team Manager. †¢ Team Manager: Responsible for operational targets, youll be expected to make the best possible use of all allocated resources and to ensure the team complies with all appropriate processes. Leading, allocating and monitoring work, youll use your strong interpersonal skills to encourage your team and help them to achieve their goals. Youll also look at improving operational performance in terms of service and cost, which will require an awareness of the financial context and how the functions of a distribution centre influence the overall retail experience for the customer. As this job requires a level of understanding and communication with employees this will help evolve your career, training will benefit and further your career into its next stage as Shift Manager. Shift Manager : Co-ordinating all shift activities within a fast-paced warehouse operation, you will motivate and lead a group of Team Managers – and, indirectly, up to 300 colleagues at peak times in order to achieve operational targets through optimum use of available resources. The way you do things and the decisions you make will have a visible impact on the whole business, its culture and its c ustomer offering and once they have gained further training and experience will lead then to the role of Operations Manager. Operations Manager: An operations manager plays a vital role in ensuring that the day-to-day operations of a business run smoothly. They are responsible for ensuring that effective methods are put into place so that the company of employment runs to its maximum productivity. The main responsibilities of an operations manager include handling the logistics of the organisation, preparing budgets and inventories, and overseeing the supervision of employees. The job holder will be expected to harness a working environment which encourages team work, energy and creativity. To achieve this, they should have strong leadership and excellent problem-solving skills along with good communication skills. This role requires someone with the ability to think on their feet and make quick decisions with little hesitation. Once proving themselves and training the next promotion will take them to General Manager. †¢ General Manager : Oversee activities directly related to making products or providing services. Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products. Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Manage staff, preparing work schedules and assigning specific duties. Direct and coordinate organizations financial and budget activities to fund operations, maximize investments, and increase efficiency. Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary. Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes. Plan and direct activities such as sales promotions, coordinating with other department heads as required. Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand. Locate, select, and procure merchandise for resale, representing management in purchase negotiations. 2. Identify a range of sources where a person can find information and advice on the customer service industry, occupations and career progression. | | |Information relating to: |Source(s) | | |The Institute of Customer Service (ICS) has a range of information about the customer | |Customer service industry |service industry. Their website contains information on the industry and occupations | | |and their qualifications could aid career progression. | | |Talk to the HR department of your workplace. | | |There are many websites that provide sources of information. | |Occupation |Your line manager may be able to provide you with information relating to the | | |occupation. | |Public Libraries will also be able to provide this information. | | |Your company handbook, team manager and company intranet site will be able to provide | |Career progression |information about career progression. | | |Our information board at work offers a range of possible vacancies within the company | | |to advance your career. | 3. In your current organisation (or one that you are familiar with), what methods of learning are available to help with career progression? At work the union have dedicated people to help with many qualifications these range from learning to speak fluent English as some workers are from Poland and Hungary to an ICT course to allow you to build up your computer skills. Other than that the only other way to work your way through the company is to learn different departments. When a vacancy is available it is posted on the jobs board and here you apply for the job, once you have been accepted you learn the job as you go. . In your current organisation (or one that you are familiar with), what is the procedure for accessing formal learning programmes? What is the procedure if an application for access to learning is refused? If possible, provide relevant organisational procedures to support your answer. These documents should be annotated to highlight the relevant sections. No-one is refus ed to learn through the union programmes every opportunity is given for you to access these course and if they happen to fall into your working hours you are given time to go to these classes. 5. Explain how new customer service situations can help with self-development and career progression. Customer service situations are really beneficial to any person wanting to develop their career. Each situation is different and this requires you understand the customer and their needs. The more situations you come across the more experience you will gain and this will broaden your knowledge and help deal with situations better, will develop your problem solving skills, help you learn from any mistake you make, learn the organisation you are working for, manage clients and employees and help you use the skills and knowledge you have learnt. Section 4 – Understand how employees are supported within the customer service role 1. Identify a range of sources where a person can find information and advice on employment rights and responsibilities. You should identify at least three sources of information in your answer. Union: Any union can provide an employee with information and advice on their employment rights and responsibilities and how to deal with any issues. Citizens Advice Bureau: These will have advice on employment rights and some of the responsibilities within a work place. Employees Handbook: In these books the information about your rights and responsibilities are written down for you to refer to whenever it is required. 2. Complete the table below, identifying the representative bodies related to your chosen organisation / industry. You should also include details of the main roles and responsibilities of these bodies and their relevance to the organisation / industry. Representative body |Roles and responsibilities |Relevance | | |The role and responsibilities are to ensure |They are relevant to Argos as they take a role | | |that the employees are being treated fairly, |in dealing with health and safety in the work | |USDAW |raise any issues of concern, secure the best |place, and the workers rights are upheld. |Union Representative |terms and conditions, provide information and |They give the workers a voice. | |support and pro tect the employee | | | | | | | | | | | | | | | | | | | | | | | | | | 3. For a customer service role in your current organisation (or one that you are familiar with), use the table below to provide details of the support that is available in relation to the following issues: a) Equality b) Health and safety c) Career progression |Issue |Sources of support |Equality |Any issues that arise in the work place are dealt with by the Team / Shift Managers or the union. | | |There is advice on the boards in the comm’s area and the handbook details how, when and what to do when a| | |situations arises. | | | | |Health and safety | | | |Health and Safety is the responsibility of each individual of the company. | |We have health and safety reps who are there to offer advice and support as and when needed. | | |Team and Shift Managers are available to offer advice. | | |The health and safety board it the comm’s area if full of information on what, how, when and who you need| | |to talk to or do in any situation that occurs. | |Career progression | | | |Our Team manager will support any staff that wish to take their career further within the company. They | | |offer departmental training, training on a different department and will talk to the Shift manager when | | |an employee shows potential in an area of work to further their career. | | |HR department also offer advice and options on furthering your career. | | |Also the companies’ intranet site. | Section 5 – Know the organisation’s policies and procedures Please answer all of the questions in this Section in relation to your current organisation (or one that you are familiar with). 1. Use the table below to describe the main principles, policies and procedures of your chosen organisation. You should also include details of documentation used to support these principles, policies and procedures. | |Description |Supporting documentation | |Principles |Their aim is to maintain a working environment where employees |Support documents can be found on their website and in a | | |will be treated with respect, to be able to raise any issues or|pdf document. | | |concerns without fear of reprisals and are not subject to any | | | |form of stress. | | | | | | | | | | | | | | | | | | | | | |Policies |Argos are a large retail company and they have many policies |Information supporting this is found on the | | |put in place to ensure a safe and fair working environment, the|homeretailgroup. com website. | | |way they work and the employee’s needs. | | | |Some of these are Disciplinary matters, equal opportunities, | | | |misuse of company property. | | | | | | | | | | | | | |Procedures |If for example you have a complaint the first step is to talk |All of these procdedures can be found in the employees | | |to your team manager, if you are still not satisfied you then |handbook or contracts. | | |talk to your shift manager if it is still unresolved then the | | | |union is the last step. | | | | | | 2. How are the organisation’s principles communicated to employees? Explain this below. All the information about the employers principles are held within the companies handbook, on the comm’s board, on their website and the staff trainer communicate this when you join the company. 3. Outline the policies and codes of practice that are adopted by the organisation. How are employees made aware of these policies and codes of practice? Argos have developed a comprehensive policies for all their employees covering a broad range of employee needs from ways of working to ensure a safe and fair working environment. |Bribery and acceptance of gifts |Covered in Gifts, Hospitality and Entertainment policy and guides, the | |Home Retail Group Business Principles booklet and the  employee handbook. | |Community and charitable involvement |Covered on the Home Retail Group Intranet. | |Data protection |Covered in data protection policy and financial services data protection | | |policy (available on the Intranet and from HR). Also covered in the | | |employee handbook, emplo yee contracts, and department specific | | |procedures. |Disaster/emergency |Procedures covering what to do if Head Office or store premises are unfit| |recovery  procedures |for use due to a disaster or emergency. | |Disciplinary matters |Covered in the Argos /  Homebase  disciplinary and appeals procedures, | | |employee handbook and employee contracts. | |Equal opportunities |Covered in the Business Principles booklet and Equal Opportunities policy| | |(both available on the Intranet) and in the employee handbook. |Misuse of company property |Covered in the employee handbook, employee contracts, and in the Business| | |Principles booklet. These include the use of email and Internet policies. | |Security of staff and property |Covered on the Home Retail Group Intranet. | |Staff grievances |Covered in the Bullying and Harassment policy and Argos / Homebase | | |grievance procedures, the employee handbook and employee contracts | |Stress |Covered in Home Retail Group Business Principles and the Home retail | | |Group intranet. | |Staff safety |Covered in a staff handbook outlining safety advice wh

Cognitive-Behavioral Play Therapy

Cognitive-Behavioral Play Therapy Free Online Research Papers Cognitive-behavioral play therapy is an approach to treating young children that adapts cognitive and behavior therapies in developmentally sensitive ways. Like adult-based cognitive and behavior therapies, cognitive-behavioral play therapy is psychoeducational in nature. However, the learning experiences designed to bring about cognitive and behavioral changes are transmitted through play activities through the use of both verbal and nonverbal forms of communication. Cognitive-behavioral play therapy is based on cognitive and behavioral theories of emotional development and disorder. CBPT is structured, directive, and problem-focused. CBPT involves the child in the treatment through play, using art materials, stuffed animals, puppets, and other toys. The childs thoughts and feelings are the focus as the therapist provides a strategy for developing more adaptive behaviors and thoughts. Rather than being open-ended, CBPT is goal oriented, directive, and structured. A primary goal of cognitive therapy is to identify and modify maladaptive thoughts associated with the patients symptoms (Bedrosian Beck, 1980, as cited in Knell, 1997). Cognitive therapy assumes that there is a relationship between thoughts, feelings, and behaviors. Mutual influences exist such that changes in one of these areas of functioning will result in changes in the other two areas. Cognitive behavioral therapy recognizes these influences while trying to modify a childs emotional, cognitive, and behavioral functioning. There are both similarities and differences between cognitive-behavioral play therapy and traditional play therapies. The similarities are the establishment of a positive therapeutic relationship, communication through play, creating a safe container for the child, and the therapist gathering clues to understand the child. The therapist observes how the child may view him or herself and others, problem-solving approaches, and conflicts and fantasies. Some of the ways in which CBPT differs from traditional play therapy include the establishment of specific goals, the therapist playing an active role in selecting materials and activities, using play to educate the child, and using praise to encourage positive behaviors. Before beginning treatment, the therapist may want to obtain the childs self-statements, assumptions, and beliefs. The therapist can obtain this information from parents, observation, and various psychological tests. After a thorough assessment of the child, the cognitive-behavioral interventions can be presented through role-play, positive reinforcement, and modeling (Knell, 1997). A child with school phobia might role-play the experience of going to school while using new coping skills, such as positive self-statements. The therapist might reward the child for using newly acquired skills to cope with school phobia. Modeling is used to demonstrate adaptive coping methods to the child. During treatment, problem situations are reenacted to help the child learn alternative ways to respond to or perceive various situations. The therapy must be designed to facilitate generalization. Therapeutic play scenarios should parallel the childs real-life situations. When working with children, it is important to help them develop the skills necessary to take what they have learned in therapy and apply it to a variety of settings. Significant adults in the childs life should reinforce the new behavior and be involved in the treatment. Relapse prevention should be included in the treatment in order to prepare the child and family for the possibility of later problems. The therapist can teach the child and his or her parents how to learn from these setbacks while accepting the belief that setbacks are part of the learning process (Knell, 1997). The therapist and family might identify high-risk situations and facilitate problem-solving and coping skills to manage these situations. REFERENCES Knell, Susan M. (1997). Child-centered play therapy. In Kevin J. OConnor Lisa Mages Braverman (Eds.), Play therapy theory and practice: A comparative presentation (pp. 17-45). New York: John Wiley Sons, Inc. Research Papers on Cognitive-Behavioral Play TherapyThree Concepts of PsychodynamicEffects of Television Violence on ChildrenThe Relationship Between Delinquency and Drug UseStandardized TestingInfluences of Socio-Economic Status of Married MalesGenetic EngineeringPersonal Experience with Teen PregnancyThe Effects of Illegal ImmigrationHip-Hop is ArtIncorporating Risk and Uncertainty Factor in Capital

Contract Essay Example | Topics and Well Written Essays - 500 words

Contract - Essay Example Remedies for breach of contract will be the mode of enforcing the contract and will be implemented through mutual agreement of the parties, and where agreement cannot be reached, through litigation processes. Specific performance will be the principle remedy for breach of the contract unless it is terminated by a legally recognized cause (Bose 75). Breach of the contract without substantial financial implication to the offended party will generate liquidated damages with an equivalent value to the benefits that the offended party would have derived for the remaining period for which the contract would run (Miller and Jentz 296). The client shall pay a sum of $ 7000 per month. The amount shall be paid through the service’s provider’s bank account and shall be made on the fifth day of the following month of service, or the first working day if the day after the fifth day of the month is a public holiday or a weekend. Modification of terms to the contract shall be on mutual agreement between the client and the service provider and shall be supported by consideration. Such modifications shall also be in writing (Mann and Roberts

Why did the social war between Rome and her Italian allies break out Essay

Why did the social war between Rome and her Italian allies break out in 90 BC - Essay Example The crisis eventually culminated into a social war in 90 BC. It is called the social war because it was between Rome and its allies. According to Salmon (1958), the social war between Rome and her Italian allies was waged between 91 and 88 BC; it was mainly between several cities in Italy and the Roman Republic (162). Before the war, the Italian cities had been Roman allies for many centuries. Fundamentally, the ancient Rome’s Italian allies who were against the Roman franchise had waged the war. Previously, the allies in southern and central Italy had fought with Rome in various wars and therefore they had grown restive under the autocratic rule in Rome. Their allies were interested in gaining the Roman citizenship and the privileges that come along with it (Ogilvie, 1980, 18). In 91 BC, in a bid to pursue this interest, Marcus Drusus, the Roman tribune, attempted to solve this problem through a legislation proposal that would have ensured that all Italians are admitted to citizenship. This proposal led to a furious debate in the Senate; those opposed to it were so bitter that they assassinated Drusus. As a result, the Italian allies were frustrated and rose into revolt (Brunt 1971, 13). It is important to first understand the situation between Rome and Italian alliances prior to the war. Gabba (1976) observes that the Early Italian campaigns of between 458 and 396 BC saw the conquest of Italy by the Romans thus resulting into a collection of alliances between the Italian communities, cities, and Rome. The alliances collection was on favourable terms influenced by whether a certain city had been defeated in war or if its alliance with Rome was voluntary. Theoretically, these cities were independent but in practice, Rome had authority over them as it had the right the right to demand tribute money from them, and their desirable number of soldiers. Two centuries later, two- thirds of Roman soldiers were from the Italian allies. This meant that

Strategic management Essay Example | Topics and Well Written Essays - 4000 words - 4

Strategic management - Essay Example Henry Ford founded the company with many innovations introduced to the ways products were manufactured. One of these is the best-known model T of mass production, the moving assembly line – which is actually composed of conveyor belts – where time of work was reduced (Goh & Garg, 2008, p. 57). Ford revolutionized the car industry, paid higher wages to factory workers, and made cars affordable to anyone. (Purvis, 1997) Ford became a multinational corporation in 1970 but was predominantly operating in North America with subsidiaries in major markets in countries like Britain, Germany or Australia. These subsidiaries however have their own manufacturing plants. In Britain, the most popular Ford in the Cortina. With intense globalisation, the Ford organisation started to restructure internationally. In Europe, Ford was consolidated with further product development and designs which were originally European. Ford manufactured cars of different designs. (Grant, 2005, p. 440) In the UK, Ford is the biggest in the automobile industry with over 550 dealers across the United Kingdom and employing about 35,000 people. In its website, it says that it currently sells 440,000 vehicles annually, with Ford Focus as the car most Britons love. (Ford Motor Company, 2010) In the United States, Ford is now best known for its cars, trucks, crossovers and SUVs (Ford, 2010). In 2008, Ford was adjudged by Standard and Poor’s as the world’s second largest motor vehicle manufacturer, producing cars and trucks, including plastic and glass parts of the cars they make, and including replacement parts. Ford has a 33% stake in Mazda Motor Corp. Financial services include Ford Motor Credit (automotive financing and insurance) and American Road Insurance. Ford has a big share in the world market. It has ventured in many countries, trying to feel its presence even in China, which is the fastest growing market in the automobile

The Meaning Of Catholic Church Architecture Theology Religion Essay

The Meaning Of Catholic Church Architecture Theology Religion Essay Theology in Stone: The Meaning of Catholic Church Architecture. If a tour of the Catholic churches were to be formed, you would be in need of a guide. The reason for this is simple. Catholic churches have assigned symbolic meaning to the various parts of the church building. This symbolism is shown not only on the exterior of the building, but also through-out the interior and the Holy items within. There are several misconceptions surrounding Catholic churches and its architecture. One myth about the church states that the Vatican Council requires the rejection of traditional church architecture and the promotion of more modern architecture. This myth is supported by what Roman Catholics have built during the last three decades rather than what the Church has taught. Even by vocational reports, the church architecture of the past decade has been a complete calamity. Nevertheless, actions frequently speak louder than words, and the faithful have been led to accept that the Church necessitates its structures to be functional abstractions. There has also been controversy surrounding the Catholic church praising saints or items and symbols, it is easy to see why someone may say that it is not possible or welcomed to build a beautiful church. This happens to be completely wrong. We live in an age where men have been flown to the moon and insanely ample sums of money are exhausted on sporting arenas. Of course we should also be able to construct these structures of the same quality as the previous Christian basilicas or Gothic cathedrals. In recent layman architecture we are observing a great resurgence of traditional architecture and craftsmanship. Following the book Ugly as Sin, there are three natural laws of Catholic church architecture. The church must have verticality [1]. It is said that a good, successful, and vertical church will stick out above the other smaller buildings in the area. This is so the heavenly Jerusalem (which I interpret as Heaven) is passed through the church. Verticality, itself creates this condition of existence. Its this beingness that makes divine architecture at all possible. Windows, columns, supports, and sacred art should fortify this heavenward ambition. The ceilings pronunciation should create a sense of transcendence toward the Heaven through the mosaics and murals as well as the use of natural light used on the body of the church. (Ugly as Sin, 24) The second of the three natural laws of church architecture is permanence [2]. The building itself symbolizes Christs presence in the world. (Christs presence in the world is the same yesterday and today and forever.) The same thing goes for the church. It must be lasting and surpass space and time. Typically, stone or brick will be used as the material to form the exterior of the church in order to satisfy permanence. This permanence is yet another way of creating transcendence. An authentic Catholic church construction is a work of art that communicates the preceding importance of the Churchs architectural heritage. It refers to the past, serves the present, and informs the future. (Ugly as Sin, 26) The last natural law, Iconography [3]. The Catholic church must have Iconography, this will distinguish the building as a church. A creditable church will also use iconography to capture something bigger. meditation; painting, sculpture, and architecture are meant to work together to produce a unified effect. (St. Ignatius Loyola) This is said to emphasize the importance of beautiful creations in the world. A churchs architectural appearance should reverberate Gods creation. In specifically, man, who was made in the image of God. Art has been, is, and will be forever, the greatest agency for spiritual impression that the Church may claim. writes architect Ralph Adams Cram. He writes in addition; because of art, Christians have defined the creative symbolism that lift us to God. The iconography may also display the life of Jesus through-out the Church in a story of pictures, symbols, items, or furniture. (Ugly as Sin, 27) Our journey will lead us to the front, or facade of the church which may be the most artistic and memorable piece of the church. There could be elaborate stained glass, sculptures or memorials in the facade. The stained glass is most commonly above the large wooden doors that create a gate-way that guards the interior of the church. Often the facade shows a story formed around the detailed artwork. When discussing the shape of the church, other than height, you will find the building to be in the shape of a cross. Also, the church transepts will be pointing to the North and South. A transept is the transverse arm of a cruciform church. The left transept is the North transept and the right transept is the South transept. A dome is usually formed at the center of the transepts. The liturgy is supposed to be conducted facing East under this dome where Gods people have gathered. Upon entering the church, you come to the Narthax, which means entry. The transition from the outside world to the inside. This can also be a covered porch-like structure outside of the building. A certain attitude should be attributed to the scents and sounds when entering the Narthax. As you progress through the church, you will find the Nave, which means ship in Latin. This is where followers sit or stand when receiving the liturgy. Churches in the Gothic era typically had screens covering the sanctuary. This area was treated as the Holy of Holies. The sanctuary is where the Tabernacle is kept and where there should be a burning tabernacle light. When the Tabernacle is presented, followers genuflect. When the Sacrament is exposed, Catholics kneel on both knees. The alter is the next significant item found in the Church. The Altar should be set and made of stone and contain a relic of a Saint (usually a hair or other small body part). This is also where the Tabernacle is usually kept. (Jeremiah) The Church performs many functions. Of the most important, there is, worship, hymns or songs, and discipline. Worship facilitates our relationship with God and makes it possible for us to communicate with him in both private and public. Worship more commonly is a public function, done in the mass and amongst other believers. Hymns are another pertinent aspect or function of the church. These allow us to express feelings and emotions we have for God and and the relationship weve formed with him. We also see discipline in the church, this is spiritual discipline. This faithfulness regards our hearts, psyche, and spirit. Prayer should be something we Christians enjoy doing and desire being a part of. It may sound like discipline is referring to punishment, when the real meaning of discipline is something that disciples, or enables (learning). Discipleship refers to the continuous teaching and mentorship. Passing the word through the generations. It has been said, no man is good left alo ne. Nor is it good for a Christian to be left alone. We must encourage ministry by giving permission, training, tools, and removing any impedance. (Six Functions of the Church) Two are better than one, because they have a good return for their work: If one falls down, his friend can help him up. But pity the man who falls and has no one to help him up! Though one may be overpowered, two can defend themselves. A cord of three strands is not quickly broken (Ecclesiastes 4:9-12). Fellowship can serve as a mutual relationship among Christians. Fellowship means sharing life experiences, emotions and burdens. This encourages Christians to help not only one another but also those who do not believe in Christ. All of these functions are served by the Catholic Church and serve a distinct, pious, purpose for members of the church. (Six Functions of the Church) The architecture that forms the church is invariably important to the teachings of the bible and Jesus life. The shapes, scents, and designs assist the learning and provide certain sensations that parallel the traditional mass and liturgy. Architecture plays an important part as symbolism for the church. Much of the artistic features about the church represent something greater or tell a story. The church must also seek to perform a few major functions; worship, hymns, and spiritual disciplines. All of these functions are to bring us closer to God and his heavenly Jerusalem and every aspect of the church is to transcend the spirit through-out us, Gods people. Cites: Ugly As Sin ECN Article Jeremiah, David. Signs of Life. Thomas Nelson, Publishers, 10/02/2007. Print. Six Functions of the Church.  GCI. N.p.. Web. 11 Mar 2013. .

Pauls Ministry in Corinth Essay -- Paul Ministry Religion Essays

Paul's Ministry in Corinth Apostle Paul of Tarsus has been described as a one who "gave his heart and strength as he ministered to each flock" (Moore 115). This description is definitely applicable to Paul?s ministry in Corinth.? Though Paul?s ministry began with a visit to Corinth that is chronicled in Acts 18:1-18, the majority of knowledge about the nature of his relationship with the Corinthians comes from the letters that he wrote to them after his departure.? By examining the account of his initial visit and the letters, it is possible to determine a few of Paul?s main themes.? These include the proclamation of Jesus as Christ, clarification of theological disputes in I Corinthians, and Paul?s own authenticity as an apostle in II Corinthians. ?Ancient Corinth ?was an exciting place?genuinely pluralistic with a penchant for syncretism; fortunes and fame were made and lost in Corinth? (Soards 1163).? This is understandable when looking at the geographical location of the city.? Corinth is located on the isthmus that bridged mainland Greece and the peninsula of Peloponnesus and was set up by Roman authorities for economic and military purposes.? This prime location put Corinth ?at the crossroads of trade and travel? (Gloer 1191).? As traders and merchants relocated to Corinth seeking new opportunities, the city developed into a socially diverse cosmopolitan center (1163).? As Paul brought his message of salvation through Christ, he likely ministered to a broad spectrum of people, representative of the culture in Corinth.? The majority of his Corinthian congregation were likely Gentiles, though a few must have been Jewish (Furnish 232-3).? As W. Hulitt Gloer points out, ?the membership seems to have been reflective of a ... ...oing so, he encouraged the believers to begin to explore their own ability to discern truth.? While remaining supportive and present, he does not want the Corinthian church to be dependent upon him.? Throughout his ministry, Paul puts the emphasis not on himself but on Christ. Works Cited Furnish, Paul Victor. ?Paul and the Corinthians:? The Letters, the Challenges of Ministry, the Gospel.? Interpretation 52 (July 1998): 229‑245. Gloer, W. Hulitt. "Second Corinthians." Mercer Commentary on the Bible. Ed. Watson E. Mills and Richard F. Wilson. Macon: Mercer University Press, 1995. 1191-1206. Moore, Beth. To Live Is Christ:? The Life and Ministry of Paul. Nashville: LifeWay Press, 1997. Soards, Marion L. "First Corinthians." Mercer Commentary on the Bible. Ed. Watson E. Mills and Richard F. Wilson. Macon: Mercer University Press, 1995. 1163-1189.