The Historical Development of Counselling

1. 1 Explain the historical development of Counselling Counselling and Psychotherapy began in the early 18th century. The shift in how society dealt with mental health issues came about primarily due to the advent of the popularisation of science through the beginning of the industrial revolution. Society became increasingly transient and anonymous and the responsibility for behaviour became from the individual rather than from the community as a whole. In the 1880’s Sigmund Freud developed a theory about the unconscious mind and went on to create psychoanalysis. Many therapists have been influenced by Freud and gone on to develop his theories. Freud collaborated with a number of analysts and set up the Vienna Psychoanalytic society. Notable amongst these is Carl Jung who developed Psychodynamics and focussed on dream analysis. Alfred Adler who’s most famous concept was the inferiority complex and also Otto Rank who was the secretary of the society. B. F Skinner was also influenced by Freud’s work. Skinner rejected the notion of the ‘psyche’ and developed his own theory called ‘radical behaviourism’ which is essentially the science of behaviour. Abraham Maslow developed the theory of a * Hierarchy of Human Needs (1943) Maslow believed that there where a set number of needs which had to be met before the client was able to achieve self actualisation, a term meaning the client reaching their full potential. Carl Rogers was the main proponent of person centred therapy which began in the 1940’s. This approach was Humanistic and saw the client rather than the therapist as the expert of their life. Person centred therapy believes the client holds the answers and has the power of autonomy. The counsellor is there to help facilitate this process by use of the core conditions. This humanistic approach relies less on medical knowledge and training and more on lay analysis. The principles of humanistic medicine are communication, respect and also an emotional connection between counsellor and their client. 1. 2 Explain the philosophical basis of Person Centred Counselling. The basis of the person centred approach is an optimistic outlook of individuals and a belief that people have the ability and inner resources to be able to resolve their own issues and move forward in a positive direction. It believes that all humans are innately social and constructive beings and that we are all motivated to seek the truth. We also directed by our need for self esteem Each individual’s behavior is influenced by how they perceive themselves. We are all trying to develop and be the best that we can be, and this process is guided by internal and external forces. By using the core conditions of Congruence, unconditional positive regard and empathy the counsellor is able to develop a therapeutic relationship with the client. This relationship should be based on equality and the counsellor should provide a safe environment in which the client is empowered to explore their self perception and achieve greater self awareness. This self awareness will enable the client to become secure in their self concept and go on to enable them to fulfill their full potential. 1. 3 Explain the key concept principles of Person Centred Counselling The main principles of Person Centred Counselling include a right to autonomy. No advice or guidance should be given by the counsellor as the client has the ability to self actualise and find their own answers. The ability to discover themselves achieves beneficial long term results as the client will learn how to look at their own feelings and actions in the future and become self sustaining. Rogers demonstrates a 7 Stage process of change to attempt to clarify how the client moves forward during the counselling process. At the beginning of the counselling the client will feel defensive and rigid in their thoughts. The will have poor self-awareness and have trouble recognising feelings. As the therapy continues they will undergo a graduate change encompassing the following stages. * Personal Constructs- Conditions thought of as facts and not open to change. * Internal Dialogue. A fear or avoidance of internal conversations and the client is fearful of ‘thinking too much’. * Expression. Client fearful and uncomfortable in expressing themselves * Differentiation and elaboration of experience. Clients start back seeing things in a very black and white manner with no grey areas. This change during the counselling process. * Perception of problems. Clients start off believing it is other people that have the problem but gradually come to terms with their own issues and no longer fear them. * Attitude to change. The client goes from not believing they can or should change to being open to and even relishing the possibility. * Bodily Changes. The client will have less physical symptoms of unhappiness such a headaches, irritability etc. Their feeling of contentment will manifest themselves and a healthier outlook. It needs to be recognised that every client is individual and there is no guarantee how they will go about the therapeutic process. These stages should only be looked as a guide to some of the steps the client may take. 1. 4 Explain how Person Centred Counselling would inform the practice of a qualified trained counsellor By creating a therapeutic environment in which the client feel safe to be entirely honest and open about their thoughts and feelings we can enable the client to be become self actualised and able to find a way to move forward. In order to create this environment we need to offer the client warmth, respect and a safe place where they can openly explore themselves. This offering of unconditional positive regard will enable the client to feel accepted and understood and this will encourage them to practice full self disclosure without any fear of judgement or rejection. The counsellor needs to be aware of the clients anxiety and able to enter the clients own world and develop and understanding of it. Rogers wrote *‘ It (empathy) means temporarily living in his/her life, moving about in it delicately without making judgements, sensing meanings of which he/she is scarcely aware, but not trying to uncover feelings of which this person is totally unaware, since this would be too threatening. This feeling of empathy with what the client is experiencing and ability demonstrate this understanding to the client will build a reassurance within the client that we have a deep emotional awareness of what they are experiencing. In order to achieve these conditions we firstly need to establish congruence. Rogers states ** ‘personal growth is facil itated when the counsellor is what he is, when the relationship with his client is genuine and without â€Å"front† or â€Å"facade† , openly being the feelings and attitudes which at that moment are flowing in him. The counsellor should be able to be genuine and open with their feelings and understanding and be able to demonstrate this transparency to the client during their relationship. 1. 5 Explain how the chosen model influences the understanding of the development of the self concept. The Organismic self is an internal evaluation system we are all born with. It gives us an innate awareness of how to sustain wants and needs. The organismic self has the following traits. * Spontaneous /creative/fluid * self-perpetuated/ regulated self-directing- Knows how to drive forward to goal * self-maintaining- How to keep safe and well * self-enhancing- Knows what gives pleasure * self-replicating This system is defined by Rogers as the internal locus of evaluation and can be defined in the following way: * How you feel about right/wrong- good/bad- what you want/don’t want * This is an image of the ideal self and how you perceive you should think/act *1980 – p142 **Person to Person â€⠀œ p90 As we mature we interact more with other people and our valuing system begins to change. In order to gain approval and acceptance from people around us we adapt our behaviour. The first example of this will usually be as a child trying to please and parent or guardian and may extend to family, friends, colleagues and society as whole as we get older. We develop a self concept which is how we would like to be perceived by others and is based on what we feel we should be like in order to gain love and acceptance. Rogers defines these changes as the external locus of evaluation and is: * Driven by other individuals/society Creates ideal self what how you perceive you should be * Needs approval from others to gain love an acceptance * Conditions of worth- Acting in a certain way to be loved By living with this self concept we can feel lost and conflicted about who we are. Our sense of worth is based on how we perceive other people to be reacting to us and we can develop a reliance on a need to please others in order to value ourselves. Person centred counselling aims to get the client to recognise their own inner feelings and to re-introduce them to their organismic self. By doing this we can hope to achieve wherein the Organismic self and the Self Concept overlap and we are able to live to our full potential. 1. 6 Explain why it is important to have an understanding of a therapeutic model before using its methods and techniques Unless the therapeutic model is used then a counsellor would be unable to work with the core conditions and may be unable to demonstrate congruence, unconditional positive regard and empathy. All these are vital in order for the client to feel comfortable and able to share their innermost thoughts and feelings. It is vital the counsellor and client have an awareness of professional boundaries and the counsellor has sufficient knowledge and insight to ensure the client is not left in an unsafe position. By ensuring the rules are clearly defined and the beginning of the process through the use of a contract the client will be fully aware of what they can expect from the counselling. For example, the client needs to be made aware they will not be receiving advice and they will be expected to find their own answers. The management of the expectations of the client will prevent them from feeling frustration with the counsellor and also give them a greater insight into the therapeutic process. The counsellor needs a full understanding of all the stages of the process of change in order to move the client forward and have awareness when the counselling has reached its natural conclusion. This will enable to the client to move on and not develop and over reliance on the therapy sessions. By ensuring the above conditions are met the counsellor has a solid base in which to begin the counselling and ensure the client has a positive experience.

Ethical Theories Chart Essay

Complete the chart below using information from the weekly readings and additional research if necessary. Include APA formatted in-text citations when applicable and list all references at the bottom of the page. Ethical Theory Utilitarianism Deontological Virtue ethics Definition â€Å"A system of ethics according to which the rightness or wrongness of an action should be judged by its consequences. The goal of utilitarian ethics is to promote the greatest happiness for the greatest number† (â€Å"Define Utilitarianism,† 2005). Utilitarianism is making a decision that benefits the most amount of people/society. Deontological means duty, honesty, promise keeping, and fairness no matter what the consequences are (Trevino & Nelson, 2011). â€Å"Virtue Ethics is a classification within Normative Ethics that attempts to discover and classify what might be deemed of moral character, and to apply the moral character as a base for one’s choices and actions.† (Gowdy, 2011). Ethical thinker associated with theoryThe ethical thinker/thinkers associated with utilitarianism are Jeremy Bentham and John Stuart Mill. Emmanuel Kant (Trevino & Nelson, 2011).Aristotle (Trevino & Nelson, 2011). Decision-making processThe decision making process is to Identify all of the possible stakeholders and what would be the consequences the  harms and benefits. Make a list of pro’s and con’s and the best ethical decision is one that is of the greater good for the most amount of people. The decision making process is figuring out what values and or obligations are important to you, and base your decision on what is right not what is best (Trevino & Nelson, 2011).The goal here is to be a good person because that is the type of person you wish to be and keep moral values or virtues in any action or decision. (Trevino & Nelson, 2011). Workplace exampleA few employees inform their boss that they do not feel comfortable working with a co-worker who was blamed for talking about confidential information, and the manager decided to terminate that employee’s employment. A workplace example would be telling your boss the truth even though you might get a fellow co-worker in trouble. If we see a person being sexually harassed on the job it is our moral responsibility to help them and follow through with our decision. This is a virtuous action. Reference: Define Utilitarianism. (2005). In New Dictionary of Cultural Literacy. Retrieved from http://dictionary.reference.com/browse/utilitarianism Growdy, L. (2011). Virtue Ethics. Retrieved from http://www.ethicsmorals.com/ethicsvirtue.html Trevino, L., & Nelson, K. (2011). Managing business ethics: Straight talk about how to do it right (5th ed.). Hoboken, NJ: Wiley. Utilitarianism. (n.d). In Wikipedia. Retrieved from http://en.wikipedia.org/wiki/Utilitarianism

Can Blake Be Considered To Be a Romantic Poet

Romantism was an artistic movement, which took place between 1770 and 1848. It highlighted a significant change in society. Before, people generally believed in the neo-classic system, which was extremely authoritarian, there was no belief in the power of imagination, paintings were realistic portraits or landscapes and literature was inflexible. Everything was more or less constrained. Signs of romatism were evident in writers such as Mary Shelly and ETA Hoffman who both alluded to the darkly mysterious aspects of life. Slowly writers started to portray nature in relation to mans sentiments (Gray was a fine example of this). This is displaying imagination, as it is associated with the individuals' state of mind. Rousseau was a great influence in the Romantic Movement, his literature showed adventure and a clear use of imagination. William Blake was an ardent follower of Rousseau and his beliefs. This is evident in his poems, such as The Tiger taken from Songs Of Innocence. In this poem there is a contest between the tiger and the blacksmith, the tiger being a natural, powerful, instinctive and full of energy and imagination while the blacksmith ruins, crafts and reconstructs natural materials. It is clear in the poem that Blake had a great degree of respect for the tiger and this is shown where it says: â€Å"On what wings dare he aspire? What the hand dare seize the fire.† This is taken from the second stanza of the poem, which consists solely of questions. These questions are evidence of Blake's fascination with this creature that is individual in thought and action, that isn't influenced by Urizen and is not affected by the mind forged manacles. It is evident in this poem that Blake was a believer in the power of imagination. He loathed anything that limited or constricted imagination. This is partly from the influence of Jean Jacques Rousseau's The Social Contract, the opening sentence resembles key words that appear in Blake's poems: â€Å"Man is born free but everywhere he is in chains.† Here, the key words are â€Å"free† and â€Å"chains†. Chains are mentioned a countless number of times in Blake's poems, most noticeably in The Tiger where it says: â€Å"What thy hammer? What thy chain?† A hammer is a weapon that shapes (resembling how the church/monarchy shaped society) and a chain is a weapon that restricts and Blake obviously felt that people were being oppressed. As well as having respect for individual and instinctive creatures like the tiger, Blake was also very fond of children. Many of his poems are based on children with a particular emphasis on childhood memories, for example: The Chimney Sweeper and The Nurses Song. Both of these poems appear in two parts, each with one in Songs of Innocence and the other in Songs of Experience. This emphasises the value of individual experience. If we look at The Nurses Song (Innocence), it is clearly portraying a feeling of joy and optimism; this is evident where it says: â€Å"When the voices of children are heard on the green And laughing is heard on the hill.† Here, the words: â€Å"voices† and â€Å"laughing† tell us that children have a voice and are allowed to have a voice, and be expressive. Also, the emphasis on the surrounding environment makes the setting very idyllist (like that of fairy tale). The key concept to this poem is authority. In this poem the nurse is benevolent and lenient. However, in the NUSRSES song (experience), the key figure (the nurse) becomes jealous and self-centred, this is portrayed where it says: † The days of my youth rise fresh in my mind, My face turns green and pale.† Now the nurse has envy in her soul, she wants to be like a child again because experience has made her so cynical. Here, there are two important points, one is experience, Blake is showing us how people change with experience, after being constrained and oppressed people became self – centred and envious like the nurse. The other factor is childhood, he is emphasising the sacredness and vitality of that part of life. As this is the only time when we can be completely frank and voice our thoughts without hesitation and its accepted. By analysing Blake's poetry and imagery it is clear to see that he can be considered a romantic poet. It is clear to see in The Tiger that he believes in the power of imagination and this is also evident in all his work. He emphasises on the value of experience a great amount and this is most obviously shown by the composition of Songs of Experience. All his work shows a subjective point of view, which is expressed through the intensity of the language he uses. He has linked together man and nature (most noticeably) in The Sick Rose and The Clod and the Pebble. All his work reflects his state of mind, he is conveying his point of view through his literature and art forms, and this makes him a romantic poet.

Movies summery Essay Example | Topics and Well Written Essays - 1000 words

Movies summery - Essay Example Besides some compelling footages, the documentary also features voices and eye opening stories of farmers, food experts, food advocates, business people, and government officials. Food, Inc. seeks to inform the audience as consumers about their role in bring change to the system through making informed food choices. Food, Inc. presents an historical overview of the fast food industry indicating the transformation that has taken place over the years based the revolution of farming practices together with what and how people eat in the entire global food system. The documentary singles out the increased demand for fast food, which is inexpensive and unvarying in quality, and taste as what caused the shift to factory farming. However, it is noted that the demand for inexpensive food has led to people paying other prices like poor health and environmental degradation. The government policy of offering subsidies to corn farmers has made the commodity cheap therefore; many food producers f ind it continent to include corn or its ingredients in different products making corn perverse in many foodstuffs. It has become common, Food, Inc. notes for food producers to include components extracted from corn like xanthan gum, high-fructose corn syrup, and saccharin in their foods. The documentary also covers food contamination and the health risk such contamination pose to the population because of the revolution in food system. Contamination of food for human consumption due to the presence of bacteria such as E. coli has had far-reaching effects on human health as seen from the death of a child who ate contaminated hamburger. To make the concerns in the current food system clear, the documentary explores inherent differences between small-scale farming and industrial farming. Related to large-scale production, Food Inc. explores issues of workers’ rights and immigration of people to work in large slaughterhouses. These workers get low wages, have no job security, and have no right to form unions. The current food industry has made it impossible for small-scale farmers to compete according to Food Inc. the documentary highlights a case of a CEO of what used to be a small-scale organic yogurt production company but his company has since been taken over by a larger corporation called Groupe Danone. Food, Inc. further explores the changes in the food industries specifically targeting the treatment of seeds. The patents held by companies such as Monsanto which sells genetically modified seeds has made it illegal for farmers to store seeds from previous seasons. Some farmers face legal action even when their seeds have been contaminated by the genetically modified once from such companies. Lack of consumer awareness on the way food is processed and the ingredient it contains has been highlighted in Food, Inc as a problem. Many eat thinking they have taken a variety of food nutrients yet they have only eaten the same food type processed and packaged d ifferently. Business organizations as indicated in Food Inc. protect themselves and their products by holding onto intellectual property, and do not use detailed labels or warnings on food products they sale. Flow: For Love of Water Released in 2008, Flow: for Love of Water is a documentary about water management produced by Steven Starr. Irena Salina, the director, includes interviews from activists such as Peter Gleick, Maude Barlow, plus insights from scientists such as Rajendra Singh, Ashok Gadgil and

Case Studes Study Example | Topics and Well Written Essays - 500 words

Studes - Case Study Example This approach would include test of anger management, sustenance of pressure besides the general intelligence and academic excellence. Apex Environment is such kind of an organization that is a reputable standards that Maria has been anticipating and longing to work with. I strongly rule out the fact that at any given time the interviewing panel lost its course and unintentionally become irrelevant on the interview questions. It wasn’t carelessness. A panel of five intelligent personalities in company of the president of the company couldn’t have got it all wrong by asking irrelevant questions unintentionally, all of this was intentional and may be to test the level of patience, humility and soberness in dealing with the different situations or rather any other aspect that was being tested by the interviewing panel. This is best known to the panel itself and the purpose they intend all this would serve. Yes I would take the job if I were Maria. I don’t think I need any other additional information to raise my confidence on the firm since I hold the interviewing team with high level of intellect, wit, expertise and professionalism (Swanson & Elwood 49). Having been considered for the job by the panel is a show of having displayed competence and ability with addition to the second part of the session thereby meeting with the firm’s president and another panelist to discuss exclusively technically expertise relevant questions was a clear show that the previous was not sufficient but wasn’t targeting anything to do with her professional expertise. 3. The job of applications engineer for which Maria was applying requires (a) excellent technical skills with respect to mechanical engineering, (b) a commitment to working in the area of pollution control, (c) the ability to deal well confidently with customers who have engineering problems,

Law in a changing society Essay Example | Topics and Well Written Essays - 500 words

Law in a changing society - Essay Example This can be put forward as an ideal solution to solve legal issues. Parties involved in the process, therefore, take it upon themselves to conduct a thorough and conclusive investigation on which they will base their argument during the trial process. Whereas, this has always been an ideal solution there are factors that should be considered. The assumption made by the legal system that all parties involved in a case have equal resources to carry out investigation may not always be correct (Parkinson 2009, p.46). The system is, therefore, likely to lock out necessary evidence on account of insufficient resources to provide this evidence. The system further fails to recognize parties that may be disadvantaged by factors such as disability and race. The law governing residential tenancies in Australia does not include boarders and lodgers. This means that when faced with a legal challenge, they can only seek justice in the Supreme Court. At the Supreme Court, they will have to argue their case through the traditional adversarial process. The cost of filing a case currently is $894. This considered, the process becomes too expensive for a person who wanted to seek justice. Over the last 30 years, the Australian legal system has sought to adopt some of the aspects of the inquisitorial system. In the section of anti-discrimination law, the Australian law now provides that there should be an investigation by an independent body. This can be done before the disputing parties get brought together to solve their disputes (Parkinson 2009, p.48). The law can be seen to have adopted some of the aspects of the inquisitorial law in the western countries. At the state and territory level, the law provides that the decision making body for allegations of discrimination should be a tribunal. The tribunal looks for evidence that is relevant to the case. The tribunal manages to go beyond the evidence

Read Case study of A and others v The National Blood Authority and Essay

Read Case study of A and others v The National Blood Authority and others [2001] 3 All ER 289. Have cases since this decision de - Essay Example Indeed, the case of A and others v National Blood Authority and another became a landmark and certainly the first case in UK for being the first case in UK to succeed against the producer of a medical product. The Consumer Protection Act arising from this case certainly gained much footing and has since remained relatively unchanged with time. However, several other cases seem to enforce rather than change consumer law in UK. It is worth noting, however, that the case of A and others v National Blood Authority and another gained strong ground based on the fact that consumer protection was viewed from what the consumers are entitled to expect as opposed to the reasonable ability of the producer in delivering safe products. In the case of Worsley v Tambrands Ltd, Worsley argued that tampons manufactured by Tambrands were defective since the manufacturer did not provide clear warnings regarding the risk of toxic shock syndrome. However, this argument was rejected by the court based on t he argument that defectiveness of products is based on minimum standards (Howells and Weatherill 241-243). Therefore, the developments of Worsley v Tambrands Ltd’s case only affirmed the basis of consumer protection Act developed from A and others v National Blood Authority and another. One of the most recent cases BSS Group Plc v Makers (UK) Ltd (t/a Allied Services) [2011] seemed to bring a new twist to consumer protection Act. In this case, the important factor to be put into consideration is the obligation of the manufacturer to furnish the user with adequate information concerning the use and compatibility of a product (Bicknell web). However, this case seems to strengthen rather than change the provisions arising from A and others v National Blood Authority and another. The court ruling seemed to underpin the obligation of the manufacturer to provide adequate information on use of products. This had already been coined in the earlier case A and others v National Blood A uthority and another. Another, yet very recent case, Trebor Bassett Holdings Ltd & Anor v ADT Fire and security Plc [2011] also mirrored the already established consumer protection Act. According to the, the purchasers arguments CO2 fire suppression system they had purchased for their popcorn machinery in the factory was not fit for purpose. According to the case ruling, they failed to adequately notify the supplier of the intended use of the product they purchased and therefore, they could not have relied upon the supplier’s technical skills and reasonable judgment (Bailii web). However, a more interesting case Ide  v  ATB Sales Ltd (2007), provided a deeper mirror on consumer protection Act. From the case proceedings, the Judge posited that fatigue cracking was a probable cause of the fracture leading to the accident of the victim. However, proof of failure of the product during normal use had to be supplied adequately (Sweet and Maxwell web). The ruling in this case di d not actually change any aspect of consumer protection Act arising from A and others v National Blood Authority and another but to the contrary, only seemed to coin what had already been put forward. However, there seemed to be a

The CEO's Private Investigation Essay Example | Topics and Well Written Essays - 1250 words

The CEO's Private Investigation - Essay Example Cheryl was coming into the company from their rival Boeing and she had heard some rumors while at Boeing about their being some shady dealings while the previous CEO, Jim Rawlings had been in office.   Based on the rumors, Cheryl began to ask her assistant if she knew of anything that has transpired before she came on board.   The assistant was hesitant at first but finally, let Cheryl know that she had suspicions about a file that Mr. Rawlings did not let her file for him.   She was surprised because he had not done this before and trusted her with all of his files except for this one. Cheryl felt as if this was enough to go on and she wanted to find out if there truly was something shady going on within the company. She went to her rival for the job first and asked him some questions but he did not admit nor deny anything. He indicated that it would be a lot of trouble to find out and maybe she should let it go. Cheryl was not satisfied with this response and went to speak wi th the general counsel of the company. The general counsel basically told her that if she did pursue it and there was nothing to pursue she would look bad. He also said that if she did not pursue it and something was wrong she would look bad. The only way she would look good was if she pursued the issue and there was actually something to find. But the way that she even thought something was going on was based on rumors. The issue here is whether or not Cheryl Todd should pursue the rumor that something might have been shady within the company. On the one hand, she is going on a rumor and not fact. She herself is not privy to any information that would suggest something is or was going on while Jim Rawlings was the CEO. Hank Bodine, her rival for the position, indicated that if she pursued this, she would come across as someone that would be trying to sabotage the company from within. Although this is not Cheryl’s intentions, she would have a hard time proving that she was no t trying to jeopardize the company or Jim Rawlings’ name if she launched an investigation and nothing came of it.

Thinking Critically Essay Example | Topics and Well Written Essays - 1000 words

Thinking Critically - Essay Example This caused for falling of sales from the last three months. Sharmaji firstly identify the problem elaborately. Some problems may become the real problems that may be caused for the falling of sales. Sharmaji critically think the real problems facing in the store and the terms of urgency in the company. In accordance with Sharmaji the real performance of a business is related to the employees. The satisfaction, market trend,working experience, their interest to work are based on the performance of a business. When the marketing trends are changed, it can be motivated by the employees, the employees can find ways to succeed the problem. (University of Phoenix)(1) Sharmaji critically think the problems’ urgency and criticality. The urgent problems can be impact the store’s problems in short-term and the critical problems is that can be impact in a significant manner in the operations of the company. He understands that the sales are decreased from the past three months only this store. Any other has not the problems. Because of the competition process that the present market’s facing problem the sales become fall. For the overcome of the problem they take decision to take alternative solution to this problem.(Koontz)(2) They think to purchase another Store cooling and air-conditioned machine to the store and by this increase the sales. They discussed it with other subordinates and take the decision of purchase. They critically think that his is the only way to achieve the goal. But the legal side takes notice that the new machine has some newly furnished machine and that will cause for the air pollution. They detect the installing of the new machine. By the new machine the company can reduce the cost of electricity and this will cause for increase of the return. But the rules of Law of the companies will not allow for the installation. Sharmaji critically thinking the urgency and

The Availabilityof Safe and Clean Water in Nigeria Essay Example for Free

The Availabilityof Safe and Clean Water in Nigeria Essay One would agree that something so basic and necessary should readily be available but that has not been the case with Africa. Africa is home to most of the poorest people in the world. It is a continent faced with numerous conflicts, trials and challenges; and a severe lack of access to safe water is amongst its biggest. An estimated eight hundred and eighty-four million people do not have access to safe drinking water, while some one and a half million children under five died each year from sickness caused by water-borne diseases. In Sub-Sahara Africa in general, there is no water shortage, but there is a lack of storage capacity and distribution systems. Nigeria is Africas most populous nation and is home to an estimated one hundred and sixty-seven million people. It is a country that receives a relatively high level of annual rainfall which is not distributed evenly through time or space. Because of these variations in time and space, people in different parts of Nigeria use water in different ways. For example, in the drier northern parts of Nigeria where rainfall is lower and less evenly distributed throughout the year, efforts have been made to develop irrigation. Down south, the rainfall is more abundant and supplies the teeming population who use it as a source of portable water. While irrigation is important in a few parts of the country, the vast majority of people use water mainly for day-to-day household activities like cooking, drinking, and washing. In a relatively well-watered country like Nigeria, one would think that acquiring water would not be a problem. Providing safe, abundant supplies of household water, has been an immense challenge however. Unfortunately, access to safe drinking water is far less than thirty percent on the aggregate. In a poor country like Nigeria, gaining access to safe, continuous water supplies is an ongoing struggle for many. Human wastes and pollution make many water supplies unsafe for many people. In addition, the state has been unable to provide safe, affordable water. This is particularly true in rural areas. In many rural areas, where the majority of the population live, women and girls are forced to walk long distances to acquire household water. In extreme cases, women and children may spend from two to three hours per day gathering water. It goes without saying that most rural households do not have their own pipe-borne water supply. In the best of circumstances, small villages or neighborhoods will have their own wells. While water supply is somewhat better in urban areas, major challenges still remain. In cities without a functioning public water system, individual households and groups of households must either drill their own well or purchase their water. The proliferation of small urban wells and boreholes is not a thorough end to the problem, however. There is no guarantee that the water drawn from the wells especially is safe for drinking. Due to a lack of sanitation facilities, household wastes filter into the cities underground water supplies. Furthermore, with an eighty-five percent increase in urban population from 1990 to 2004, the number of urban dwellers unserved with either safe drinking water or basic sanitation doubled from 1990 to 2004. In addition to rapid urbanization, ineffective governance and persistent poverty remain the root cause of water infrastructure associated problems. Access to safe water is also a critical factor in Nigerian public health. The most damaging drinking water-borne illnesses are typhoid, cholera, and diarrhea. Other human diseases are spread merely through contact with contaminated water. Bathing water illnesses include schistosomiasis (formerly known as bilharziasis), dracunculiasis (guinea worm infection), and roundworm infections. Drinking and bathing are not the only methods through which water-borne illnesses are spread. Contaminated water is often used to wash foods like fruits and vegetables. This often provides another channel for diseases to spread. Bad management of the water bodies too has led them to even becoming breeding sites for vectors of parasites that cause diseases such as malaira, river blindness, dengue fevers, sleeping sickness and so on. Nigeria is masked with challenges of coping with failing infrastructures, inadequate finance, poor legislation, lack of appropriate institutional capacity for regulation and control and often the political will to enforce control measures to bring about change. The position is complicated by the fact that governments have been at a loss on how to set standards to improve the water situation. Consequently, they resort to dependence on adopted standards, policies and guidelines as presented by international organizations. But in the midst of these seemingly insurmountable challenges efforts, are being made to bring about a shift in the status quo but they have not been enough. The theoretical and practical knowledge of water, sanitation and hygiene are of relevance in overcoming this water crisis and providing safe and clean water to Nigerians. The practical aspect may be undertaken in the form of a community development project. Objectives of such water supply projects will involve the following: †¢ Assessing community needs in relation to water supply. †¢ Developing a joint plan of action with the government, non-governmental organizations (NGOs), and community members for the supply of water and romotion of environmental hygiene and health. †¢ To promote the adoption of safe hygienic practices within the project communities in order to limit the occurrence and effects of water and sanitation related diseases. To assist in empowering the communities for behavioural changes through participatory approaches. †¢ To establish a powerful network with international organizations working on water, the environment and health in order to provi de technical assistance for the project, especially as regards training of trainers. Establishment of a joint planning committee including all the stakeholders and community members is very necessary for the project. This is important in order to have active participation and a sense of ownership of the project; such multisectoral committee will enhance the sustainability of the programme. The second stage of the planning involves the determination of a hierarchy of the project goals, objectives and targets which is to provide clean and safe water to members of the community. Going further, a generation and assessment of the various options available for achieving the set objectives and targets, as there are usually several ways of reaching a target. This will result in preferred options or a combination of approaches, which will then form part of the plan to bring safe and clean water to Nigerians. The programming stage translates the results of the option appraisal into a series of programmes, each with a budget, over the plan period. The penultimate stage involves the implementation of the plan, bearing in mind the various dynamics of the Nigerian poplulation. This involves transforming the broad programmes drafted to suit the smaller rural communities, into more specific timed and budgeted sets of tasks and activities, and involves the drawing up of a more operational plan or a work plan to service the bigger cities and the nation at large. The work plan is closely monitored during the implementation stage. This is to see that the corruption so frequently encountered in the system does not hamper the progress being made in providing clean and safe water to Nigerians. Simple behavioural changes have complex repercussions. However, such changes will not occur unless they are appropriate, affordable and acceptable, considering the complex web of socio-cultural and economic factors impacting at the individual and the community level in Nigeria; ultimately determining whether or not people are willing or able to make basic changes in their lifestyles in order to help serve them clean and safe water. These changes are geared towards safeguarding public health and delivering a better life to Nigerians, and must involve each and every one of us. Countless lives will be saved, and the attending socio-economic advancement would be rewarding to every Nigerian.

Customer Service Quality To Gain Customer Satisfaction Tourism Essay

Customer Service Quality To Gain Customer Satisfaction Tourism Essay This study investigated the customer service quality to gain customer satisfaction of Travelodge Covent Garden. As per I know, this is the first student research based on customer service quality to gain customer satisfaction at the Travelodge London in Covent Garden. This study was to examine customer service quality of hotel, Impact of customer service quality to gain customer satisfaction, Importance of customer service policy and importance of employee training to improve customer service quality. A questionnaire was circulated in electronic form to 250 customers those who stayed at Travelodge Covent Garden hotel from April to September 2010.Only one fifth (#50) of the total customers were the actual respondents .09 employee of Travelodge Convent Garden were involved in this research. That means 59 completed questionnaires were collected. The respondent customers of Travelodge Covent Garden London, provided information of their visit, customer service quality, degree of customer satisfaction, worst thing that can not satisfy customer, why they choose this hotel and their opinion about the employee of this hotel. The respondent employees provided information how they improve their customer service quality and how they motivated their customer to come to this hotel. The picture of this study was not straight- forward; some differences which were quite different than common supposition were come out. The study found that customers were expected to get high quality of customer service provided by hotel staff. From this study it could be said that that customer service quality of this hotel is good but their room service quality fail to get customer satisfaction. Based on these findings, some recommendation had been pinched. It was recommended if business want to get competitive in todays global market they should concern about their customer service policy by providing training to their employees, as research shows that only trained employee can provide better service to their guests. Customer service manager should concern that their customer will get better customer service and at the same time standard room. 1.0- Introduction: The main aim of this study is to report the impact of customer service quality to gain customer satisfaction of Travelodge Covent Garden. With so much competition in todays global economy, customer service is necessary for any business. In todays increasingly competitive hospitality sector, every organization marketing strategies and tactics is to make profit and contribute to the growth of organization. Customer service quality is a comprehensive issue that effects all organization. Does not matter how big or small the organization is or what is their interest. Todays business world, not necessarily hospitality organization, all organization are interested in evaluating and implementing marketing strategies that aim to improve customer service quality to gain customer satisfaction which will help them to be differentiate from other. Customer service is a kind of service which involves a series of work designed to get customer satisfaction. It is one of the most important elements of the marketing mix for products and services. To stay in the competitive market organizations have to consider that customers are not only interested for product or service but also have some concern of how they are getting it. Customers are more educated, more aware about their money. Their expectation of the organizations and the people they buy from is much higher, they want better customer service. Customer service provides an income for the business, it also provides feedback, which can help the organization to improve service delivery on products, improve customer service bring up to date marketing, Production and transference equipments. In this assignment my problem statement is Does customer service quality play a vital role in order to gain customer satisfaction at Travelodge Covent Garden, London? Quality service is the key to a successful hotel business. When customers get better services from a hotel they become satisfied and want to come back at the same hotel when they needed. A satisfied customer will often be a repeat customer. Also that customer may tell other people and referred them in the same hotel where they get great service, which is one of the cheapest effective advertising for that particular hotel. Travelodge Covent Garden is one of the greatest budget hotel situated in the heart of London. With Travelodge, consumers can expect an easy, calm, stress-free experience and reliable standards of quality and service. Travelodge provides them the best budget hotel which has the spatiality of good customer service and room quality. 1.2- Research question: This study is set up to answer the following research questions: 1. What is the definition of customer service? 2. Discuss the importance of having great customer service in hotel. 3. What are the most important principles of great customer service? 4. How to improve customer service in hotel? 5. How customer service builds loyalty and profit? 6. Why hospitality organization such as Travelodge Convent Garden should assess the success of their customer service policy and how this organization can use this to improve the provision of staff training and development. 7. What are the disadvantages of negative customer service? 1.3- Significance: 1. Customer service is a service which principally helps an industry to keep a deep understanding with customers and manage their customers information to understand what is the need and want of their customers. 2. This project will help an industry to improve their customer service. Customer service can make or break a business. 3. This proposed study has also vital significance for evolution of theories of customer service which would help hotel organizations to adopt effective marketing strategy. 4. This research is beneficial to get some reason of having a good customer service policy in business. 5. This research has managerial implication, as managers can get advantage and have better understanding of their customers. 6. It provides that high quality of customer service create loyal customers which are beneficial for the future of hotel. 7. Apart from the above mentioned significance, this research will give me a chance to explore my ideas and views, as a post graduate diploma in hospitality and tourism student which will help me to gain knowledge for my future profession. 1.4- Research Objectives/Goals/Aims: The objectives of this study are to examine customer service management as a competitive advantage for hotel business. The research aim and objectives explored in this study are: 1. To help the hotel to enhance their competition. 2. To review literature on customer service and its effectiveness. 3. To get loyal customers and to build good reputation and image of hotel. 4. To evaluate competitive advantage of Customer service. Customer service is as important as product quality of hotel. 5. To examine whether hotel business adopts customer service management as a tool to keep customer longer to increase revenue. 1.5 Ethical implications: Ethical insinuation in a research is principally to carry out the research in a moral and responsible way. As a researcher I must discover a reasonable way of what methodological theory recommends and what is ethical possible from practical viewpoint. As a researcher it was always attempted to continuance objectivity by making sure all data were collected accurately fully. Some ethical issues I took into consideration are: a. Ethical treatment of participants: I designed my survey questionnaire in such a method that respondents do not suffer discomfort, awkwardness or loss of privacy. In order to protect the respondents I clarified the respondents about the benefits of this research and the participants rights and protection. b. Anonymity and Confidentiality: I offered complete anonymity and privacy to all participants in my research. During the time of my survey questionnaire I never asked name, address or any personal information which might recognize the specific person. All data which I collect kept confidential and used for only research purpose. 1.6 Hypothesis: Good customer service can help this particular hotel to beat the competitors between the hotels. In todays world market it is as important as product quality of hotel. It can make or can break. By providing great customer service quality a particular hotel can get repeat customer or loyal customer which is helpful to save money that might be spent on advertising. Repeat business and word of mouth advertising are the best ways of maintaining a healthy business. 2.0 Literature review: Reviewing literature is essential for assignment. It can critically form the foundation on which research is built. According to Jankowicz (cited in Saunders, M.et al.2007) literature review is a review which is written for project report should therefore be a narrative and critical analysis what other authors have written. This literature review will introduce the concepts of customer service, importance of customer service, and development of customer service which can help a hotel organization to gain customer satisfaction and to be profitable in competitive hotel business. 2.1Definition of-customer service: Many researchers have difined customer service quality in different ways. Customer service is the stipulation of  service  to  customers before, during and after a purchase. According to Jamier, L. Scott. (2002),  Customer service is a progression of actions designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. The book  Rules to Break and Laws to Follow is written by Don Peppers and Martha Rogers, Ph.D. in 2008.In this book they write that customer never forget the services that they get from an organization. Sometime their trust can be destroyed when they do not get proper service quality or it can be destabilized one day at a time, with a thousand small demonstrations of incompetence. In todays hyper-competitive business environment, Customer service quality is a significant factor that helps in differentiating service products. According to various literatures, satisfaction of customer is obtained with the escape of high quality service and products. Now consumer are more educated, better informed, more value conscious and demand more for their money. Their expectations of the companies and the people they buy from are much higher. In short, they want better customer service. 2.2 Importance of Customer Service quality: Marquardt (1989) points out that Customer service quality improvement becomes the most valuable fact in the service industry .This service quality can improve productivity, decrease the cost, build customer satisfaction and increase profit for organization. This is one of the greatest keys for the success of a business. It can literally make or break business. In business, if anyone wants to generate profits by selling their products and services to people who need and want to buy. Customers want to know how the organisation or hotel industry can make their lives better or easier or how the organisation can relieve them of their pain. Customer service is the most important function in todays hospitality industry. Many researchers(Olsen2002;kang,Nobuyuki and Herbert,2004;soderlund and Ohman,2005) stated that good customer service quality have been correlated to customer behavioural intentions like purchase and loyalty intention, willingness to spread word of mouth. Those customers who experience good customer service from a hotel are likely to return to this hotel and even spend more money at other attractions in the area. Jones and Farquhar (2003) told that good customer service quality make an impact to gain loyal customer. Bolton (1998) pointed out; service quality manipulates customers consequent behaviour, intentions and preferences. When a customer chooses a contributor that provides service quality that meets or exceeds his or her expectations, he or she is more likely to choose the same provider again. Besides, Cronin and Taylor (1994) also found that service quality has a significant effect on repurchase intentions. Good customer service helps to increase business. People or customers who leave the hotel which provide them good customer service are likely to tell their  friends  about the good time they have and also tell their friends and family what type of services they have got. In return, their friends and family will also come to the same hotel, building a growing customer base. Thats why its essential to be consistent in providing excellent customer service, quality food and an inviting or friendly atmosphere. 2.3 Importance of customer service policy: Having customer service policy is important for any hospitality and tourism business. It is a structure that describes the companys doctrine of doing business. Many researchers are pointed out some reason of having good customer service policy: 1. Good customer service policy helps to increase the brand name of a hotel. It pushes the brands name of any companys into customer mind. It shows a very positive attitude of customers towards the hotel or company. 2. This policy helps company to get more profit continuously which help to amplify revenue. 3. It helps to adjust and acclimatize employees principles and approach in accordance to company service policies. 4. Good customer service policy can feel up whatever consumer want, so consumers spend more for getting these services. 5. It helps to get good competitive advantage which is helpful to maintain companys position up to date and marketable. 6. Repetition of customer is achieved by a good customer service policy.Customer service policy is a fundamental factor which must be maintained a very standard level especially in hospitality sector in order to achieve target market. Advertising is essential in growing and maintaining a profitable hotel business. Good customer service helps to increasing advertisement for a hotel. Guests expect high-quality service. Lunchars (1996) said: the results of a 1990 survey of conference participants revealed that eight of the top ten factors rated most important for guest satisfaction were related to service quality rather than to the quality of facilities. While the leisure and business markets will undoubtedly have different specific demands for facilities, fulfilling guest expectations for quality service will be necessary for success across all market segments. On the other hand Poor customer service can wreck the reputation of a hotel, restaurant. People will talk over the Internet or by word of mouth and after getting poor service people will not visit this hotel. Customers are not only external but also internal as well. Some researchers noticed that a person who has experienced poor customer service from a restaurant will most likely share their bad experience with an average of 10 other people. Those 10 people are extremely like to pass it on again, and after that a huge wave of negative publicity has grown. It is revealed that 80% of all hotel complaints are related to poor service not for poor products and quarter of those surveyed pointed out they would not ever return to this hotel where they received poor service. These following policy are essential to provide good customer service quality in hotel: 1. A general early check in or late checkout process is maintained. 2. Customer can cancel or adjust their reservation if required. Any cancellation can be done in respect to the type of reservation made. 3. Special needs can be made in request area when customer information is confirmed as a part of online reservation process. By following these basic rules in maintaining good customer service, company build a relationship with their guests, a relationship that helps their business grow and prosper. 2.4 Conclusion of literature review: Although many researchers have been done so far on common information of customer service and many theories have been described by researchers but only a few studies have been provided on explaining the effect of customer service in particular hotel. To make a better position in hotel business, increasing profit and getting a brand name at Travelodge London in Covent Garden it is needed to be researched or studied further on various aspects. There is no complete research have been done till now specially impacts of customer service in Travelodge hotel. A fastest budget hotel like Travelodge in Covent Garden in London is situated in tourist attracted place. Many types of tourist come here and enjoy holiday. So it can be said that this area could be the best place to carry out this research. 3.0. Research Methodology: According to Kumar, R. (2005) research methodology is one technique of finding answer to such questions. There are two major types of data collection methods for this analysis: Secondary data collection methods and primary data collection methods. Both data collection methodologies have been used in this research. 3.1 Secondary data collection: Secondary data are those types of data which are existed and has already been examined by an academic. Saunders, M.et al. (2007) said that literature sources are divided in to three categories: primary like email, report etc; secondary like newspapers, books, journal etc and tertiary are those like encyclopaedia, index etc. In this research all data were collected through the library of London Victoria College, British library, Internet search engines, commercial bibliographic database and dictionaries. 3.2 Primary data collection: It is raw data. This data may be collected by survey based on questionnaire or interviews. Survey based questionnaire provide quantitative data; on the other hand interviews provide qualitative data. Guba Linchon (1994) said, Both qualitative and quantitative method may be used appropriately with any research paradigm (cited in Saunders, M. et al.2007,pp.100). Both two types of data collection method were used in this research. 3.2.1 Questionnaire Survey: A self-administered internet arbitrated questionnaire was planned to collect raw data. A semi-structured questionnaire has been prepared and given to about 250 customers whose had stayed Travelodge Covent Garden hotel at least one night in the previous six months. I am contacted those customer by e-mail as my friend who is the customer complaint manager in this hotel. After explaining him that I am doing this research for my study and it is not harmful for the organisation rather than from this research, organization can be benefited. Then he helps me to get those customer mail address.Questionnaire question was closed format questions as respondent (customer) can quickly and easily answer the questions. The questionnaire consisted two sections: First section was designed to explore the demographic data of respondent like age, gender; status (tourist or local consumer) etc .Second section of questionnaire identified the impact of customer service quality to gain customer satisfaction . This questionnaire took 5-10 minutes to fill up. Different methods were used for every part of the questionnaire. For example, the questionnaire asked consumer to signify the quality of customer service in this hotel, using Liker rating scale (very good= 4, satisfactory= 3, poor= 2, very poor= 1). There were some open ended question are also attached with closed format question like If you have responded others please specify and also give them (respondent) an opportunity to express their own idea. 3.2.2 Interview: An interview strategy has been carried out to collect qualitative data which is connected with philosophically phenomenological. According to Kvale, S. (1996) Qualitative Interviews also depend very much on the connection between interviewer and interviewees in developing the open dialogue which can allow a joint construction of considerate in the interview. This technique was applied when the interview was conducted to the H.R manager and Guest complaint manager and some other employee of Travelodge Covent Garden hotel. The interview was conducted through face to face conversation. 3.3 Data Analysis: Data analyses are two types, quantitative and qualitative data analysis. 3.3.1 Quantitative data analysis: Table, graph chart, pie chart has principally used to analyse quantitative data. Quantitative data refers to numerical data which has been given in percentage form for better understanding. Saunders et al. 2007 pointed that Quantitative data is supported on meanings derived from numbers and data collection marks in numerical outcomes and analysis conducted through the use of diagrams and statistics. 3.3.2 Qualitative data analysis: It is a data analysis process which refers to all nonnumeric data that have not been quantified and this process allow us to develop theory from data. Saunders et al. (2007) argued that qualitative data is based on meanings articulated through words and collection results in non-standardized data requiring classification into categories and study conducted through the use of conceptualization. 4. Finding: Questionnaire was given to 250 customers and it was circulated on August to September 2010. 50 of the total respondents were customers and 09 people were employee of Travelodge London Convent Garden. That means 59 completed questionnaires were collected. This Questionnaire was designed to get information from respondents that customer service quality makes an impact and help to gain customer satisfaction in Travelodge Covent Garden, London. In this questionnaire three sections were designed, First section was designed to explore the demographic data, second section of questionnaire identified the information of customers visit and third section designed to identify the impact of customer service quality to gain customer satisfaction. 4.1 Demographic Characteristics: Demographic data which provide respondents age, gender, status etc Table-1 Age of respondents Age(years) Number of respondents Percentage (%) 21-30 21 42 31-40 17 34 41-50 12 24 50+ Total 50 100 This figure shows that biggest numbers of respondents were aged 21-30; the second biggest group of respondents were aged 31-40, that means large numbers of respondents were aged between the ages of 21-40 (Table-1). Figure-1: Gender This figure shows that 30 out of 50, which means 60 percent were male and 20 out of 50 means 40 percent were female. Figure-2: Customer status Figure II, it shows that most of the guest who came in Travelodge London Covent Garden were holiday maker, out of the total 50 respondents 70 percent were holiday maker and the other 30 percent were business customer. 4.2 Information-customers Visit: This section of the questionnaire were designed to get information of customer service quality of Travelodge London in Covent garden and also identify the level of satisfaction of those customers who came in this hotel. Figure 3: Frequency of visit to the Travelodge London Covent Garden. Respondents were asked how many times they were visited in this hotel. This figure shows that 16 percent of customer visited in this hotel very often and 34 percent were visited often, 38 percent sometimes and 12 percent seldom, that means most of the customer came here sometimes and often ( Once in a year and once within six months). Figure-4: Planning to stay at this hotel. Respondent were asked how many time they were stayed in this hotel. This figure showed that the biggest number of customer was stayed here 3-5 days. The second largest number of respondent (24 percent) indicated that they wanted to stay here 2-3 days and 20 percent agreed to stay for a single night. Figure- 5: Main reason to visit in this hotel Figure- 5 showed that 42 percent guest visited here with friends and relatives, 16 percent came here for rest and relaxation, 14 percent came for business reason, 22 percent came for fun , sports and recreation. Only 6% came for attending conference, seminar and other forms of educations. 4.3 Customer service quality in Travelodge Covent Garden: Majority of guest expressed their satisfaction with the overall customer service quality of Travelodge Covent Garden but they were less satisfied with the quality of the room. In Figure- 6, Respondents were asked how the customer service quality of Travelodge Covent Garden London, figure shows that Majority of customer were satisfied about the customer service quality f this hotel. As shown in this figure 46% respondents were satisfied, 14% respondents said that the customer service quality of this hotel was good and 4% said it was very good.24% commented that it was poor and 12% said it was very poor. Adding three points(very good, good and satisfactory) of measuring scale it could be said that 64% commented positive attitude towards the customer service quality of Travelodge Covent Garden and 36 percent showed negative attitude towards the customer service quality of this hotel. As found Figure-7, it was apparent that the staffs in this hotel are friendly towards their guest. Largest number of respondents (52 percent) were agree that their staffs friendliness.22 percent said they were disagree and 12 percent commented that they were strongly disagree. Figure-6: customer service quality which is offered by Travelodge London Covent Garden. Figure-7: Staffs in this hotel is friendly towards the guest. Figure-8: Room quality of Travelodge Covent Garden As per figure-8, it was showed that the guest of Travelodge Covent Garden did not think that room quality of this hotel is satisfactory. Only 4 percent said it was good.42 percent respondents said that it was satisfactory while largest number of guest (38%+16%=54%) said that was unsatisfactorily (poor and very poor) Figure-9 Worst reason that cannot satisfy customer Figure show that most of the customers (70 percent) think that service quality is the main reasons to gain customer satisfaction on the other hand 30 percent think that quality of product is main reason. *Motivate customer to come again and again. This question was asked to customer service manager, guest complaint manager, human resource manager and staffs to know how they are satisfying their customers. First of all they are attracting their customers by their web sites which provide all information about their hotel. They offer lowest price with great customer service quality, clean and comfortable rooms and do everything which is needed for a good nights sleep. Travelodge do things differently to other hotel companies for attracting more customers. *Any plan to improve customer service system and room quality? This question was asked to the customer service manager, human resource manager to know about their customer service improving plan and improving about room quality. They inform that they are trying to overcome this problem. Already their company has taken some plan to develop their room quality and customer service system. They also said that by this time customers complain rates decreased significantly. They consider that customer service quality and room quality are gradually increasing and get customer satisfaction as their customers complaints are decreasing. 5.0 Recommendation and Conclusion: It is recommended that customer service is an important factor for a hotel to gain satisfied customer and this customer will be loyal customer. Business can be gain more profit by this loyal customer and customer service help to make relationship with customer. Training is fundamental for improving customer service. Training process help employee how to check in ,how to check out, how the reservation system work, how the equipment work ,how to provide better service to customer and how to deal customer nicely .Smile and eye contact is essential for good customer service. Employee of Travelodge London in Convent Garden must need to provide their customers requirements. Today customer not only want better product they also want services, If company failed to provide better service to their client. In this case they not only lose their customer who get their service but also lose their other customer because of bad reputation .So that company have to concern that the service provided by them is superior to make their customers to be loyal. The study discovered that company website is an important element to provide better service to their customer. For providing best customer service company should use website. In this website customer can get all kinds of service and idea about this hotel. From this research, It can be said that customer service quality help to get brand name. The study showed that the room service quality of Travelodge Covent Garden failed to satisfy their customers expectation. So it could be suggested that if they want more customer they should concern their room service quality. Frome this study it is finding that customer service quality had effective relationship with customer satisfaction. Customer service quality of hotel had positive relationship with guest but room quality revealed an unsuspected result of a negative relation with consumer. It was discovered that room quality was not good but guests expectation was high. Finally, it could be said that further research is still needed to justify the outcome of this research. The research issue may have been similar but the situation in all the research may be different including this research. Further researchers are welcomed to conduct a similar research as this in the identical content. 6.0 References: 1. Saunders, M. et al (2007)Research methods for Business students.4th edition, Essex, UK: Person Education. 2. Peppers, Don et al (2008)Rules to Break and Laws to Follow Wiley. pp.  24, 164 3. Marquardt, I. A. (1989) The link between Total Quality Improvement and Market Orientation in Guiry M. and customer service: The Critical Focas for a Firm, Cambridge, Massachusetts: Marketing Science Institute Conference. 4. Olsen, S.O. (2002) Competative Evaluation and the Relationship between Quality, Satisfaction and repurchase Loyalty. Academy of Marketing Science, 30(3), 240-249. 5. Kang, S. S.; Nobuyuki, O. et al (2004)Service quality and its Effects on Customer Satisfaction and Customer Behavioural Intention: Hotel and Ryokan Guest in Japan. Asia Pacific Journal of tourism Research, 9(2), 189-203. 6. Jones, H. Farquhar, J. D. (2003) Contact Management and Customer Loyalty Journal of Financial Services Marketing, 8(1), 71-78. 7. Bolton, R. N. (1998) A Dynamic model of the Duration of

Application of Matrices in Real-Life

Application of Matrices in Real-Life Application of matrix in daily life Matrices are used much more in daily life than people would have thought. In fact it is in front of us every day when going to work, at the university and even at home. Graphic software such as Adobe Photoshop on your personal computer uses matrices to process linear transformations to render images. A square matrix can represent a linear transformation of a geometric object. For example, in the Cartesian X-Y plane, the matrix reflects an object in the vertical Y axis. In a video game, this would render the upside-down mirror image of an assassin reflected in a pond of blood. If the video game has curved reflecting surfaces, such as a shiny metal shield, the matrix would be more complicated, to stretch or shrink the reflection. In physics related applications, matrices are used in the study of electrical circuits, quantum mechanics and optics. Engineers use matrices to model physical systems and perform accurate calculations needed for complex mechanics to work. Electronics networks, airplane and spacecraft, and in chemical engineering all require perfectly calibrated computations which are obtained from matrix transformations. In hospitals, medical imaging, CAT scans and MRIs, use matrices to operate. Whereas in programming which is taught at the university, matrices and inverse matrices are used for coding and encrypting messages. A message is made as a sequence of numbers in a binary format for communication and it follows code theory for solving. In robotics and automation, matrices are the basic components for the robot movements. The inputs for controlling robots are obtained based on the calculations from matrices and these are very accurate movements. Many IT companies also use matrices as data structures to track user information, perform search queries, and manage databases. In the world of information security, many systems are designed to work with matrices. Matrices are used in the compression of electronic information, for example in the storage of biometric data in the new Identity Card in Mauritius. In geology, matrices are used for making seismic surveys. They are used for plotting graphs, statistics and also to do scientific studies and research in almost different fields. Matrices are also used in representing the real world data’s like the population of people, infant mortality rate, etc. They are best representation methods for plotting surveys. In economics very large matrices are used for optimization of problems, for example in making the best use of assets, whether labour or capital, in the manufacturing of a product and managing very large supply chains. Application of Statistics in real-life problems. Statistics can be defined as a type of mathematical analysis which involves the method of collecting and analyzing data and then summing up the data into a numerical form for a given set of factual data or real world observations. In our daily life, we collect information which helps us in resolving questions regarding the world in which we live, that is statistics. One main example is weather forecast. These charts and information that you see on the television are obtained using statistics that compare last weather conditions with current weather to predict future weather. Whenever theres an election as the one coming in a few days in Mauritius, the press consult statistical surveys with the population when they try to predict the winner. Candidates use statistics to know for example that 20,000 of these voters will be between the age of 18 and 22, that is this will be their first election and thus try to focus their campaign more on benefits for these young adults. Statistics play a part in which your elected government will be consisted of. In industries and businesses it is crucial to be fast and accurate in decision making. They use statistics to know what customers want and therefore know what to produce and sell and in what quantities. Statistics helps to plan production according to the taste of the customers, the quality of the products or availability of materials. Good decisions can be made about the location of business, marketing of the products, financial resources etc†¦ Statistics are also used in agriculture to know what amount of crops is grown this year in comparison to previous years or what has been the demand for a certain crop during the past 5 years or quality and size of vegetables grown due to use of different fertilizers. Last Friday was the results day for the CPE exams in Mauritius and statistics were used to compare the different pass rates for girls compared to boys and how the whole pass rate have evolved during the past years. These statistics helps the government to determine whether the education system in the country needs to be modified or completely re-implemented. In medical studies scientists must show a statistically valid rate of efficacy before any drug can start to be prescribed in hospitals and pharmacies. Statistics are behind every medical study you hear about. For example an ongoing case, the Ebola virus. Statistics are used to determine the number of infected persons in different countries and these data helps to warn neighbouring countries about the risks they are exposed to. Application of Regression in real-life problems. Correlation and regression are largely used methods to look into the relationships between quantitative variables. A correlation looks at the validity of the relationship between variables and regression helps to determine the nature of the relationship, or how it behaves. This allows predictions to be made. These methods are very useful, but easily misused. Regressions can be used in business to evaluate trends and make estimates. For e.g. if a companys sales have increased rapidly every month for the past years, using a linear regression on the sales data with monthly sales on the y-axis and time on the x-axis would produce a line that illustrates the ascending trend in sales. After obtaining the trend line, the company could use the slope of the line to anticipate sales in future months. A company can use linear regression to determine the best sale price for a certain product bought by customers. This can be done by plotting a graph of price against quantity. The resulting line would denote how customers reduce their consumption of the product as the price increases. This could help in decision making of the prices of future products. Linear regression can be used in assessing risk. For e.g. a health insurance company shall plot number of claims per customer against age and by reading the graph deduce that older customers tend to make more health insurance claims. The results of such an analysis might lead to important business decisions made to account for risks. Application of Correlation in real-life problems. For e.g. a researcher suggested that taller people have higher self-esteem. After analyzing his data and coming up with an r-value of .08, he abandons his hypothesis because the two variables do not appear to be strongly related at all. Another area where correlation is used is in the study of intelligence where research has been carried out to test the strength of the relationship between the I.Q. levels of identical and non-identical twins. In medical studies, correlation is used widely and one e.g. is the study to test if glucose level is related to the age of a person. Correlation is mostly used in research studies. In schools for e.g. a use of correlation would be the study of how a student who has many absences has a decrease in grades or the more years of education you complete, the higher your earning potential will be. In the sports area correlation is used broadly by coaches to develop workout routines. Some common correlations are: the more time a person spends running on a treadmill, the more calories he will burn or the more you exercise your core muscles, the more stable your body gets.

Solution to the Foreclosure Crisis Essay -- Foreclosures, USA,

How real is the mortgage foreclosure problem in America? How did it come about? What are some possible solutions? First of all, the problem is so big that almost everyone knows someone who lost their house because of a foreclosure, and this is new. It didn’t used to be that way. Listening to the stories of foreclosure evictions provides an eyewitness viewpoint of how it happened. This is important because it provides a background against which to decide solutions. The overhang of foreclosed homes for sale is pummeling home prices and laying waste to entire neighborhoods. In the process, consumer spending has suffered mightily and deepened the recession as Americans have seen the value of their most important assets, their homes, are falling in value. There were a lot of different factors that went into the development of the problem. There was buying a house that cost more than the people could afford, and there was taking on a mortgage payment that had monthly payments that were really high. There was the problem, too, of people who had no savings after they bought their house, so if anyone got sick or lost a job they couldn’t make their payments. Finally, experts are not sure of the solution to the foreclosure problem. They have thought about encouraging lenders to â€Å"renegotiate†. Renegotiation means sitting down and hammering out another agreement, maybe having the bank accept a lower mortgage payment and forgiving some of the balance. Banks tend not to want to do this because they think that if they just take back the property and sell it to someone else, they will not lose any money, but is that really true? And what are the advantages and disadvantages of renegotiation? We will consider each question in turn. First of... ... not have empty, vacant houses. Property taxes will continue to flow into government and everyone will have a win-win situation. WORKS CITED Adelino, Manuel, Kristopher Gerardi and Paul S. WIllen â€Å"Why Don’t Lenders Renegotiate More Home Mortgages? Redefaults, Self-Cures and Securitization.† Public Policy Discussion Papers. July6,2009 accessed Dec8,2009 http://www.bos.frb.org/economic/ppdp/2008/ppdp0904.htm. Carr, James H. Housing Policy Debate. Responding to the Foreclosure Crisis. Volume 18 Issue 4 2007. 837-860 Mills, Bart. â€Å"Residents Hang on To Homes†. The Lima News Dec 12,2009. Spader, Johnathan S. and Roberto G. Quercia. Mobility and Exit from Homeownership: Implications for Community Reinvestment Lending. HousingPolicy Debate volume 19 Issue 4. 2008. 675-709. Wikippedia. Foreclosure. Dec7,2009 http://en.wikipedia.org/wiki/Foreclosure.

Bioterrorism Essays -- essays research papers

  Ã‚  Ã‚  Ã‚  Ã‚  You wake up early for work and kiss your family goodbye. On your daily transit you see a man drop a glass vial in the subway, but you think nothing of it. Moments later you become a statistic. A statistic of Bioterrorism. The threat of Bioterrorism, long ignored and denied has heightened over the past years and needs to be publicly addressed. There are three possible solutions to this threat that are within grasp. The first of which would be a nation wide vaccination against all agents that could be used against the American public. Second, we could educate people to more efficiently spot the symptoms of such an act, or to protect themselves from an act that has already taken place. The last solution would be to prevent the act from occurring, detect it as soon as it occurs, and destroy the destructive pathogen used. Even with all of these solutions, an act of Bioterrorism is a major threat to the United States that could occur undetected and must be dealt with im mediately in order to save lives. Biological warfare has been used from the cadavers poisoning water supplies, to modern technology allowing munitions, and advanced deployment of biological weapons. Both nations, and dissident groups exist that have some of the most dangerous, and deadly pathogens, along with the ability to deploy them. Bioterrorism presents a threat to all people of the world, and will always remain a threat for three main reasons. One, it is very easy for anyone to obtain samples of harmful agents, such as anthrax or small pox. Two, an act of this terrorism could occur at any time, any place, and there would be no reaction for days or weeks. And third, many of the agents that can be used in such acts have no treatments, let alone cures. If a group, or nation had funding and a moderate laboratory they could produce, and deploy some of the worlds deadliest pathogens undetected. For example, in 1995, the Japanese cult, Aum Shinrikyo, released the nerve gas Sarnin in the Tokyo subway. The cult also had other plans set up. In its arsenal police found large quantities of nutrient media, Botulium culture, anthrax cultures, and drone aircraft equipped with spray tanks. Members of this group have even traveled to Zaire in 1992 to obtain samples of the Ebola virus. Terrorist groups exist today that have a large quantity of diseases, chemicals, and viruses to ch... ...e need to establish a local, regional, and national disease control system. The local system would be responsible to identify the specific virus, and determine the quarantine area. Once this has been done, the regional team would come in and enforce the quarantine area, and also start a standard treatment for those patients. Once this has been done, the national team would start to determine a more specific treatment, and attempt to develop a cure. If no cure can be found, then the area shall be destroyed by any means necessary to eliminate the harmful agent, and maintain safety. If an outbreak did occur, then we shall do whatever it takes to minimize human life, without the cost of many. Bioterrorism represents a clear and present danger to the United States. Out of All the solutions I gave, if nothing is done, then it is not if an act will occur, but when it will occur. Bioterrorism has already happened, and will continue to until we do something about it. In order to do about it we must instigate a plan of nation wide vaccination, education, or prevent detect destroy. If nothing is done, then one day on your way to work you could become a statistic, a statistic of Bioterrorism.

Qin dynasty Essay

In 247 B. C, the self-proclaimed â€Å"first emperor of china† put together an enormous army of soldiers to fight the wars that ravaged all over china. The emperor seemed undefeatable and fearless, but deep inside he had a huge fear, that is†¦ death. A few years before he sensed the ending of his life, Emperor Cheng decided to recreate his entire army out of clay to protect him in his passage to the underworld. Sacrifices had before been used for grand burials as such where the army would die along with the emperor, but in a time like such the emperor knew this would cause china to be vulnerable and did not want to sacrifice the grand empire he had created for most of his life. This thus led to the creation of the elaborate tomb of the terra cotta warriors and their king. The emperor may have seemed nice to decide not to sacrifice anyone but the truth is many died in order for his wishes to be fulfilled. When he ordered the warriors to be made they did not magically appear from the soil beneath his feet. In order for them to be made he commanded hundreds, if no thousands of skilled artisans to create them. Each soldier needed to be different and represent a certain soldier. The artisan’s lives depended on these soldiers so the work ended up being quite elaborate and detailed. Each soldier, acrobat and archer, along with the horses, was all different, each with their own story to tell. They all had different expressions, stances, outfits, etc. Because of these intricate patterns and details, we can tell that these sculptors were not any joking matter. Human lives depended on each face, and tiny detail to be absolutely perfect and this was very complicated to do since each warrior was made using coiling method (based on archeological theories). No molds were being used, or anything that could make the job easier. Another thing that the terra cotta warriors tell us about China during the Qin Dynasty is that after the emperor passed away he may have wanted to take his empire with him, thus the reason of the huge army as well as other things found in his tomb. Small scales of palaces and buildings he had ordered to be built were also found in his tomb. The reason why this may have happened may have been so that he would have something to rule over in the afterlife. In ancient China it was believed that you continued on into the afterlife as you were when you died, especially where social status was concerned. The higher status you had in life, the closer to Shang Di (the Lord of the afterlife) you would be in the afterlife. Having a complete representation of his empire and the things he commanded, including the terra cotta army, allowed Qin to enter the afterlife with a clear proof of his status that could not be challenged by the lord. The artists that used the terracotta clay were often threatened to be hurt by the king. To make it impossible to be punished for little errors on their work, they made their signatures hard to find on the soldiers. One rule was set though: The artist MUST put his name on the sculpture. Emperor Qin made it his duty to punish whoever didn’t follow this rule, and would kill or mutilate over hundreds of the sculptors every year. With that stress on their shoulders, the workers had no room for error. They had to follow all the rules and could most definitely not stand up for others and themselves. That would be a death sentence in itself. Once the emperor Qin died, the people made it their duty to seal his coffin properly so that he would remain well preserved. Despite the people not having to worry about the king, the people still feared the emperor coming back from the dead, and to the people an angry emperor’s soul would mean bad luck to all the people of the Qin dynasty.

Save the Planet Earth

Our planet is in great danger. For the last one hundred or so years, the people of earth have wasted and misused the natural recourses of earth. Several plans have been developed to stop the abuse of earth. Some of these plans I will discuss in this essay, many of which can be executed by any one. Environmental problems have become so complex that many individuals feel they can have no effect on them.Problems like oil spills, hazardous waste, loss of rain forests, endangered species, acid rain, the ozone layer, the municipal waste crisis can feel out of our control. At the very least, these problems require group and corporate action or government intervention. However, there are some things the individual can control. Our waste reduction and recycling activities can make a difference. That's why so many communities began voluntary recycling programs.There are some household items that are dangerous if they are just thrown away with the regular garbage these items can damage the envi ronment and injure plant and animal life some of these may include moth balls, spot removers, aerosol cans, fluorescent light tubes and shoe polish. Your local waste management agency has information on how to properly dispose of these items.A compost bin may be set up in your yard. Compost bins return plant and some food materials to the soil through decomposition so it can be used as a natural soil additive, called compost. Compost improves soil texture, increases the ability of soil to absorb oxygen and water. Compost also suppresses weed growth and reduces the need to add chemicals and pesticides to plants, which may be harmful to the environment.Keeping recycle bens in the kitchen may help to stop people from accidentally throwing into the trash an item that could have been recycled. Some recyclable items include glass, paper, and most types of mettle. You want to be sure that glass, paper and mettle are all separated into different bins. Once these bins are full of recyclable materials they can be given to your local recycle center.Solar panels are a series of mirrors that transform sunlight into solar energy. Solar energy can help heat water and power home appliances. Solar energy is a great source of clean, non-polluting energy.The home is not the only place wear people can pitch in and help the environment. School playgrounds can use recyclable materials for play equipment and to make the play ground safe for the children. Old rubber tires can be made into a recreation area where kids can crawl in and out. Sports coaches may also use old tires, by having the kids run through them, to test the kids stamina and agility. Jungle gyms, slides and swing sets can be made from recycled mettles.The school and public libraries are great examples of the reuse of materials. Books can be barrowed, read and returned instead of every one who wants to read a certain book going and purchasing a copy. The reuse of these books saves thousands of trees that would be used to make copies of books. The library also offers computers that can be used for research, by using the Internet, by taping the local or global newspaper web sights and other research centers around the world. Receiving information through the Internet saves paper and energy consumption is reduced.By taking school buses or car pools to school instead of individual vehicles, students can not only save fuel but also reduce both traffic and air pollution. People may also try to invest in electronic vehicles, which do not pollute. People should make sure to keep maintenance up on their vehicles to prevent unnecessary toxins from entering the environment.The idea of a landfill is a great one, but it won’t work if people continue to believe it is a place for all trash. A landfill is a big divot dug out of the earth for garbage disposal.We need to make sure we don’t put chemicals or non-biodegradable substances into these landfills because they are harmful to plants and anima ls, they may also contaminate our drinking water. A few of these chemicals include antifreeze, insecticide, batteries and Styrofoam, for proper disposal of these items contact your local waste management agency.You can help save natural resources by taking your old belongings that are no longer needed to a second hand store or the Salvation Army. A second hand store is a place where people can purchase donated items at a cheaper price than if they were to buy it brand new. The Salvation Army is much like a second hand store, but the items are free. Most items found at a second hand store or The Salvation Army are articles of clothing. The benefit to donating old items is that when people find what they need at a second hand store or The Salvation Army fewer items are manufactured which means you are saving natural recourses.We can help, over the last twenty to thirty years we have been trying every thing in our power to conserve energy and natural resources, many plans have been dev eloped as to what should be done all of which are very good ones. The problem with these plans is that not every one contributes to the efforts to reduce pollution and waste, in fact most of the people I know believe recycling is a waste of time and they by them selves cannot make the difference.In some cases, I have found myself questioning my efforts. However, it is still important that we don’t quit. If only every one in every home would decide to do their part and help to keep our air clean, our water unpolluted and our wild life safe. The Earth is our home and we need to protect it.

Nursing Health Assessment

DE LA SALLE HEALTH SCIENCES INSTITUTE COLLEGE OF NURSING AND SCHOOL OF MIDWIFERY CITY OF DASMARINAS, CAVITE NURSING HEALTH ASSESSMENT Submitted by: Andrea Antonette D. Balboa Submitted to: Rowena Cepeda-Laigo, RN, MAEd NURSING HEALTH ASSESSMENT I. Status Post Caesarean Section II. HEALTH HISTORY AND PHYSICAL EXAMINATION A. Demographic (Biographical Data) Client’s initials: R. R. P. Gender: Female Age, Birthdate and Birthplace: 34, 10/21/1978, Muntinlupa Marital (Civil) Status: Married Nationality: Filipino Religion: Roman CatholicAddress and Telephone Number: Blk 5 Lot 54 Greengate Imus Cavite Educational Background: Bachelor’s Degree in Computer Science Occupation (usual and present): Encoder Usual Source of Medical Care: PhilHealth Date of Admission: 01/08/2013 B. Source and Reliability of Information The patient was competent to provide information. She was able to speak clearly; conscious and coherent; oriented to time, place and person. The patient’s chart w as also included as a secondary source of information C. Reasons for Seeking Care 1. â€Å"Inadequate size of pelvis† 2. â€Å"Scheduled for caesarean section† D.History of Present Health The expected date of the delivery was January 8, 2013, 8:00AM at St. Paul Hospital. It was a scheduled caesarean section of the patient; not in labor. The patient was calm since it was her second time to deliver a fetus through caesarean section. There were no signs and symptoms of labor happened. The patient foresees to stop adding a family member because they already have a son and a daughter. E. Past Medical History or Past Health a. Pediatric / Childhood / Adult Illnesses The patient did not have any pediatric, childhood or adult illnesses. b. Injuries or AccidentsThe patient did not have any injuries or accidents. c. Hospitalization and Operations The patient had a caesarean section last 2006, 2007 and 2013. d. Reproductive History The patient had her menarche at the age of 12. H er last menstrual period was April 27, 2012. Her menstrual cycle was 28 days and her menstrual duration was 3 to 4 days. Her obstetric score was G3P2 T2P0A1L2M0. e. Immunization BCG: /? / At Birth /? / School Entrance DPT: /? / 1st Dose /? / 2nd dose /? /3rd dose OPV: /? / 1st Dose /? / 2nd dose /? /3rd dose AMV: /? / TT: /? / 1st Dose /? / 2nd dose /? /3rd dose /? 4th dose /? / 5th dose HBV: /? / 1st Dose /? / 2nd dose /? /3rd dose Others: None f. Allergies /? / Food, (please specify): Shrimp / / Drugs or medications, (please specify): None / / Chemicals, (please specify): None / / Other environmental allergens, (please specify): None The patient has an allergy in shrimps. The patient experiences hives as an allergic reaction and applies an anti-allergy prescribed by her dermatologist to alleviate the manifestation. g. Medications None G. Socio-Economic History FAMILY MEMBER /RELATIONSHIP TOPATIENT| OCCUPATION /SOURCE OF INCOME| MONTHLY INCOME| R.R. P. | Encoder| P22,000. 00| The p atient works as an encoder. The monthly income of P22,000. 00 can only support the basic needs of the family but not particularly of members’ health. It will be not enough and budgeted exclusively for the necessities of the family. H. Psychosocial Assessment Patient’s Age: 34 years old Developmental Stage: Young Adulthood Developmental Task: Intimacy vs Isolation Occurring in young adulthood, we begin to share ourselves more intimately with others. We explore relationships leading toward longer term commitments with someone other than a family member.Successful completion can lead to comfortable relationships and a sense of commitment, safety, and care within a relationship. Avoiding intimacy, fearing commitment and relationships can lead to isolation, loneliness, and sometimes depression. Patient met the developmental task of being in an intimate relationship with her partner. They are married and have 2 kids. I. Functional Assessment 1. Health-Perception-Health Manag ement Pattern The patient’s description of her current health was weak and difficult to get pregnant. The activities that the patient does to improve or maintain his health was to not get over time in work.Patient’s knowledge about links between lifestyle choices and health was not answered. The extent of patient’s problem on financing health care was hopefully the budget will fit. Patient has the knowledge of the names of current medications she was taking and their purpose. Activities that the patient does to prevent problems related to allergies was to apply an anti-allergy prescribed from her dermatologist. Patient has the knowledge about medical problems in the family. There were no important illnesses or injuries in the patient’s life. 2. Nutritional-Metabolic Pattern The patient’s nourishment was to eat fruits and vegetable.Patient’s food choices in comparison with recommended food intake were not answered. The patient has no any dise ase that affects nutritional-metabolic function. 3. Elimination Pattern The patient’s excretory pattern was constipated. The patient has no any disease of the digestive system, urinary system or skin. 4. Activity-Exercise Pattern The patient’s description of his weekly pattern of activities, leisure, exercise and recreation was to eat outside and considers it as a family bonding. The patient has no any disease that affects his cardio-respiratory and/or Muscoskeletal systems. 5. Sleep-Rest PatternThe description of the patient’s sleep-wake cycle was completed of 8 hours. Patient’s physical appearance was relaxed. 6. Cognitive-Perceptual Pattern The patient has sensory deficit of astigmatism and was not corrected. Patient’s has the ability to express herself clearly and logically. Patient’s education was bachelor’s degree of computer science. The patient has no any disease that affects mental or sensory function. Patient’s pain d escription was of abdominal because of surgical procedure of caesarean section. 7. Self-Perception-Self Concept Pattern There was no unusual about the person’s appearance.The patient was comfortable with her appearance, simple but comfortable. Description of the patient’s feeling state was happy, comfortable because she already has a baby boy and a girl. She was worried about their financial needs because of the added family member. 8. Role Relationship Pattern Patient’s description of his various roles in life was to be a responsible mother. Positive role model of her roles was her mother, to save for family but she is more of disciplinarian than her mother. Important relationships at present were her family. There were no big changes in role or relationship. . Sexuality-Reproductive Pattern Patient’s satisfaction with her situation related to sexuality was good. If both of them were tired, they don’t do sexual intercourse. The patient’s pl ans and experiences did not matched regarding having children because everything changed and she was more matured than before. 10. Coping-Stress Tolerance Pattern Patient’s means/actions of coping with problems were there must be a goal for her to achieve. Coping actions help even though the goal was partially met as long as it was met. Eat, sleep and hang out were treatments/therapies for emotional distress. 1. Value-Belief Pattern Principles that the patient learned as a child which are still important to her was she does not want shortage, she wants everything to be provided. Patient’s identification with any cultural, ethnic religious or other groups is she is a St. Claire devotee. Support system that the patient finds significant was her family. J. Review of Systems and Physical Examination Date of Examination: January 9, 2013 PHYSICAL SYSTEMS| R. O. S. | P. E. | 1. General Status and Vital Signs| â€Å"Okay naman†| (-) fever(-) tachycardia(-) tachypnea(-) hypertension| 2.Integument (Skin, Hair, and Nails)| â€Å"Okay naman†| (+) pallor(-) skin turgor(-) edema| 3. Head and Neck| â€Å"Okay naman†| | 4. Eyes| â€Å"Okay naman, may astigmatism lang yung left eye ko†| (+) astigmatism| 5. Ears| â€Å"Okay naman†| | 6. Mouth, Throat, Nose and Sinuses| â€Å"Okay naman†| | 7. Thorax and Lungs| â€Å"Okay naman†| | 8. Breast and Lymphatic System| â€Å"Di lang ako makapag-produce ng milk kapag di pa ko kumakain†| (+) inverted nipple (-) breastmilk| 9. Heart and Neck Vessels| â€Å"Nagpapapalpitate ako minsan kapag pagod†| (+) palpitation| 10.Peripheral Vascular System| â€Å"Nagkavaricose veins na ko sa bigat ko, laging nakatayo at nung buntis pa ko ang bigat ng tyan ko†| (+) varicose veins| 11. Abdomen| â€Å"Kumikirot kasi tahi ko†| (+) pain| 12. Genitourinary| â€Å"Nagka-UTI ako nung nagbubuntis pa ko†| (+) rubra lochia(-) urinary tract infection| 13. Anus, Rect um and Prostate| â€Å"Hirap akong tumae†| (+) constipation| 14. Musculoskeletal System| â€Å"Okay naman, ngayon lang ako di makakilos ng maayos dahil masakit tahi pa ko†| (+) limited ROM| 15. Nervous System| â€Å"Okay naman†| (+) conscious| 16. Hematologic| â€Å"Okay naman†| | 17. Endocrine| â€Å"Okay naman†| | 18. Psychiatric| â€Å"Okay naman†| |