Comparing two pre 1914 ghost stories to show how the writing creates :: Free Essay Writer

Comparing two pre 1914 ghost stories to show how the writing creates and sustains tension. The two ghost stories that I have chosen are, The Signalman by Charles Dickens and The Old Nurses Story by Elizabeth Gasbell. â€Å"Compare and Contrast two pre 1914 ghost stories and show how the writers create and sustain tension.† In this essay I will be discussing and comparing two pre 1914 ghost stories to show how the writing creates and sustains tension. The two ghost stories that I have chosen are, â€Å"The Signalman† by Charles Dickens and â€Å"The Old Nurses Story† by Elizabeth Gasbell. The two writers have very different writing approaches â€Å"The old Nurses Story† has a slow pace which means that the tension builds over time. This story is also more hyper-bowl by this I mean everything is much more unrealistic. However â€Å"The Signalman† has a more realistic storyline, because they realize the ghost in the story ends up being a normal person. The pace in this story is almost the opposite of â€Å"The Old Nurses Story† because it goes in a slow then fast motion. So this story does not have one big climax like the other story, but it has small outbursts made by tension. The narrator in â€Å"The Old Nurses Story† is the Nurse. The Nurse is telling the story to Miss Rosamond’s Daughter â€Å"Miss Rosamond (that was the baby, who us now your mother)†. It makes you feel as though you are the little girl, which makes you feel as though you are involved which means that the tension not only builds in the story but it builds on you. The narrator in â€Å"The Signalman† is a visitor who visits the signalman. It feels as though he is telling the story a lot after the events have happened. This makes you feel as though you need to be ready for a dramatic story. The setting of â€Å"The Old Nurses Story† is in a hunted mansion which is one of the most popular settings for a ghost story. The Mansion is set in an old area, â€Å"old oaks. all white and peeled with aged†, this makes you feel that the place is hunted as soon as they arrive. The term â€Å"all white† in a ghost story gives you images of death and ghosts. In the Victorian times many houses were old and big because only the rich could afford houses so they made them as big as they wanted, due to no laws and masses of land. The setting of â€Å"The Signalman† is set on a train station. A train station is a very mood changing place.

Eleanor Roosevelt Essay

And strength, courage and confidence she possessed. Forty-six years after Eleanor Roosevelt’s death yet she the former First Lady still remains an influential women in the world. She supported her husband’s political career. In fact, President Franklin Roosevelt often called his wife his â€Å"eyes and ears† (Bradgon, McCutchen, and Ritchie 776). Eleanor Roosevelt played a pivotal role in the Roosevelt administration especially when paralysis hit the president (776). She used this power to advocate for civil rights, especially for the women (Goodwin 1998). The was the first woman to become the voice of the ordinary people, she spoke in national conventions, held press conferences, lectured, and wrote a syndicated column (1998). She fought for the plight of the poor, the women, and the African Americans (777). She was a super woman, so to speak. Her fight for social justice was perhaps what Roosevelt is famed and revered for. She helped laid the cornerstone of the civil rights and women’s movement. It was her greatest achievement, one that the world will forever be grateful for. Eleanor Roosevelt was born October 11, 1884 to Elliott Roosevelt and Anna Hall (Caroli 2008). Although she came from an influential family (her uncle was Theodore Roosevelt), her life story did not start out smoothly (2008). Hers was what people would call a â€Å"dysfunctional family† (Tindall and Shi 1266). Her father was described was an alcoholic who got servant girl pregnant while her mother was said to be a â€Å"cold, self-absorbed socialite† (Tindall and Shi 1266). Despite this, Eleanor loved her parents deeply. However, tragedy struck the family. By age ten, both her parents died and Eleanor, together with her brother, was brought to be raised by relatives (Caroli 2008). Eleanor’s other brother had died a year before (2008). Eleanor was extremely close to her father and his death deeply affected the young girl (2008). The siblings were brought to their grandmother Mary Hall to become their guardian (Black 2008). An introvert, Eleanor was sent to Allenswood, a girls’ boarding school by age 15 (Caroli 2008). Under the wing of Mademoiselle Marie Souvestre, Eleanor’s intellectual curiosity was awakened. Souvestre was a confident woman who was a staunch believer in the liberal causes (Black 2008). In Eleanor’s three years at Allenswood, she forged friendship not just with Souvestre but with young girls her age; she learned language, literature and history; expressed her opinions on political events; and discovered Europe in summers (2008). She was, to say the least, transformed into a â€Å"tall, willowy, outgoing woman† (Tindall and Shi 1266). In 1902, Eleanor went back to New York for her â€Å"coming out† into society (Caroli 2008). Following her family’s tradition, she immersed herself into social responsibilities, enlisting with the National Consumers League and the Junior League for the Promotion of Settlement Movements (Black 2008). She also volunteered to teach at the College Settlement on Rivington Street (2008). Her endeavors soon reached the attention of the New York reform group (2008). One summer, on a train ride to Tivoli, she bumped into her fifth cousin Franklin Delano Roosevelt (Black 2008). A secret courtship began and on November 22, 1903, the two became engaged (2008). The two were different. Eleanor was often described as a serious person, someone of â€Å"high ideals and principles† while Franklin was a confident man, who grew with love and affection from his family (Tindall and Shi 1267). Franklin’s mother, Sara was against the relationship and tried in vain to separate the two. On March 17, 1905, Eleanor and Franklin were married in New York (2008). The wedding, wherein President Theodore Roosevelt gave the bride away, was on the front page of the New York Times (2008). In a span of 10 years, Eleanor gave birth to six children, one of whom died after birth (Caroli 2008). In 1911, Franklin won a seat in the New York senate and the family relocated to Albany (Black 2008). Eleanor looked forward to moving out, especially since in their old home, her mother-in-law was constantly breathing down her neck. She was said to comment that the move ignited her desire to become independent and be an individual (2008). As Franklin started to carve his political career, Eleanor took on the role of a political wife- gracing formal parties and â€Å"making social calls† (2008). When World War I broke in 1917, Eleanor found herself returning to volunteer work. She spent her free time helping the Navy- Marine Corps Relief Society and the Red Cross (Caroli 2008). Her unwavering commitment opened another door in her life- that of being able to be of service to others. For some time, she was in the shadow of her political husband. The War ignited her desire to pursue other plans outside her husband. It helped boost her confidence. Ruby Black, Eleanor’s friend, once commented that the war became her first work â€Å"outside her family† (Black 2008). But this awakening of sorts was dampened when Eleanor found that her husband was involved romantically with another woman, Lucy Mercer. Mercer was Eleanor’s social secretary (Caroli 2008). This caused a dent in the couple’s relationship and Eleanor suggested to have a divorce, which Franklin refused (2008). Franklin ended the relationship with Mercer and tried to patch things with Eleanor. Though they continued on with the marriage, it was said that they remained affectionate but no longer intimate (2008). In 1921, Franklin fell ill with polio and was paralyzed (Tindall and Shi 1267). Despite what had happened in their relationship, Eleanor did not leave her husband. She helped him in his career, attending political gatherings and speaking on his behalf (1267). According to their daughter Anna, polio was instrumental in bringing their parents together (1267). While Eleanor supported her husband, she started to carve her own name. She became active with the Women’s Trade Union League and the Democratic Party of the New York state (Caroli 2008). As Chair of the League of Women Voters Legislative Affairs Committee, Eleanor read the Congressional Record, talked with members of Congress and the State Assembly and presented a report on a monthly basis (Black 2008). She was especially interested in non-legislative issues like primary reform, voter registration and party identification (2008). Eleanor also wrote for the Women’s Democratic News (2008). Three years after, Eleanor was part of a group whose purpose was to inform women on participating in political and social issues. As board member of the bi-partisan Women’s City Club, Eleanor led the City Planning Department, tackling issues such as housing and transportation, child labor, and the distribution of birth control information on married people (Black 2008). She also taught at a school (2008). When Franklin was elected governor, Eleanor divided her time equally, ensuring that she pursued her personal interest and that of being a governor’s wife. When the Governor’s inner circle had disagreements with Eleanor’s League of Women Voters, Eleanor acted as arbitrator (Black 2008). Her political grace, no doubt, was shaping up. Following Franklin’s successful crack at the presidential election, the now First Lady continued with her passion. With her own staff, Eleanor carried on with her causes. She had press conferences with women correspondents, something she was keen on. She also talked to her husband about employing women in his cabinet (Tindall and Shi 1268). In fact, she backed the successful appointment of France Perkins as Secretary of Labor (Caroli 2008). Like the First Lady, Perkins was an advocate of minimum wage and maximum hour laws, child-labor restrictions and other reforms (Bradgon, McCutchen, and Ritchie 776). Eleanor was not afraid to speak her mind, even if it meant carping on her husband’s plan regarding unemployment insurance (Caroli 2008). In 1936, she started her own daily syndicated newspaper column â€Å"My Day† (2008). This was her channel for expressions her opinion publicly. While some greeted her write-up with criticisms, many people admired her for taking interest in their plight. She often tackled child welfare, racial minorities, housing reform and women equality (2008). Following her husband’s death in 1945, President Harry Truman her to the US delegation in the United Nations (UN) (Caroli 2008). She was responsible for the drafting and adoption of the Universal Declaration of Human Rights (UDHR) (2008). The UDHR was approved on Dec. 10, 1948 at a U. N meeting in Paris, for which the former First Lady received a standing ovation from the delegates (Gardner 1988). The UDHR is deemed the touchstone of human rights (1988). It is also used to measure the performance of UN entities and NGOs (1988). Likewise, the UDHR continued to serve as inspiration for other human rights treaties in Europe and Latin American (1988). Based on the American Bill or Rights, the British Magna Carta, and the French Declaration of the Rights of the Man, the UDHD comprises a preamble and 30 articles on basic rights and freedoms (1988). When John F. Kennedy became president, she appointed Eleanor as chair of the Commission on the Status of Women (Caroli 2008). She continued to work and fought for the underprivileged. Even at her age, Eleanor travelled the globe to conduct meetings with world leaders (2008). She also did not stop writing books and articles. In 1962, she contacted a rare form of tuberculosis and succumbed. She was buried at Hyde Park. Works Cited Black, Allida. â€Å"Anna Eleanor Roosevelt. † The Eleanor Roosevelt Papers Project. Jan. 31, 2008. May 7, 2008 < http://www. gwu. edu/~erpapers/>. Bragdon, Henry, Samuel McCutchen and Donald Ritchie. History of a Free Nation. Ohio: McGraw-Hill, 1996. Caroli, Betty. â€Å"Eleanor Roosevelt. † Britannica. com. 2008. May 7, 2008 . Gardner, Richard. â€Å"Eleanor Roosevelt’s Legacy: Human Rights. † Dec. 10, 1988. May 7, 2008 . Goodwin, Doris. â€Å"Leaders and Revolutionaries. † TIME. com April 13, 1998. May 7, 2008 . Lewis, Jone. â€Å"Eleanor Roosevelt Quotes. † Womenhistory. about. com 2008 May 7, 2008 . Tindall, George and David Shi. America A Narrative History 5th ed. USA:W. W. Norton and Company, 1999.

Social Structure Of France During The French Revolution Essay

The French Revolution was a time of period where social and political was a disruption in France that lasted from 1789 until 1799. This time of period affected Social Structure of France prior to the French Revolution. The factors that caused this revolution was due to having a bad government system, weak superiority, and inequality of the classes of people in France during the war. In this research, I will define and explain how Social Structure contributed to the French Revolution Resentment of royal authoritarianism. The three estates that social structure consists of are first estate which are the clergies, second estate known as the Nobleman, and third estate which are the Bourgeoisie, peasants, and workers. The Revolution did not omit sharp distinctions among the social groups, neither did it alter the distribution of wealth. This caused them to divide into these three groups called as estates. The French Revolution were influenced by many factors such as the Enlightenment ideals, concepts of popular sovereignty, and unchallengeable rights. France’s costly involvement in the Revolution and excessive spending by King Louis XVI and his predecessor had left the country on the brink of bankruptcy. Not only were the royal coffers exhausted, but two decades of poor cereal harvests, drought, cattle disease and skyrocketing bread prices had kindled unrest among peasants and the urban poor. (history.com).These actions played a critical role in shaping modern nations. AsShow MoreRelatedEssay on Use of Terror in the French Revolution 1108 Words   |  5 Pages18th century of France, the third estate made up of the lower class of France had been oppressed and overtaxed, and received very little representation at the Estates General. The commoners of France wanted change and equality throughout France so they separated from the Estates General and formed their own government t o govern France. A few years later in 1792, Maximilian Robespierre, the radical leader of the Jacobin party and the Committee of Public Safety, took control of France and executedRead MoreCrucial Elements Leading to the French Revolution866 Words   |  3 Pages In the French Revolution, many contributing factors helped give birth to this messy revolution. These Factors included an unfair social system that gave privileges to the first estate, which was the clergy, and the second estate, which was the nobleman. The Rights included special positions, in which only higher classes could obtain, and most importantly an exempt from all taxation. For this reason, citizens in lower, third class France were rightfully upset. Another reason for rebellion wasRead More French Revolution Essay1141 Words   |  5 Pages Why was there a French Revolution? Between, 1789  ¡V 1799, many events occurred in France that caused an outbreak within the people thus leading to a revolution. This culminated in the France becoming a democratic government. This essay will argue that the resentment of absolute government, financial difficulties, the famine, rise of philosophes and the ongoing feud between the estates are all the major causes of why there was a revolution in France. Firstly before going into the topic, the wordRead More Napoleon Betrayed the Revolution Essay1320 Words   |  6 Pagesthe Revolution In order to investigate the claim that ‘Napoleon betrayed the revolution’, it has to be determined what is the French revolution? And what are the revolutionary ideals that Napoleon allegedly betrayed? If Napoleon betrayed the Revolution then he betrayed the ideals of liberty, equality and fraternity. However if Napoleon did not betray the revolution, he consolidated the revolutionary ideals. The only way of determining whether Napoleon consolidated or betrayed the revolution isRead MoreThe French Revolution During The 19th Century Essay1481 Words   |  6 PagesDuring the beginning of history there have been major political, economic, cultural and social revolutions. The people wanted change and brought about revolt against their government. The revolution instigated the act of liberty and equality for all people and generated fair living standards and/or social classes and treatment. This prompted expansions of political forces including but not limited to the democra cy and nationalism. Questioning the authority of kings, priests and nobles it providedRead MoreThe French Revolution Occurred During The Time Periods1414 Words   |  6 PagesThe French Revolution occurred during the time periods 1787 to 1799 which shook France. Its climax reached in 1789 when the ancien regime ended in France. The French Revolution was the most violent and by far the most universally significant revolution compared to the rest. The initial cause of the revolution was the social structure of the West. One social structure that was based on the holding of all land by fees that resulted in the relation of the king to vassal was called the feudal systemRead MoreEnlightenment And The Enlightenment Movement1317 Words   |  6 Pagesfor reform in France between 1690 C.E. and 1789 C.E.? Geo. H. Lewis argues in his DeFOREST ORATION. CAUSES OF THE FRENCH REVOLUTION that the extremely high and constricting taxes implemented in France, the conflicts between the nobility and the working class, and the uncooperativeness of the King created a sense of urgency for the general population of France (Lewis, pg. 51-52). Louis Gottschalk attributes this reform to the revolutionary ideas which were formulated by Rousseau during the EnlightenmentRead More Revolutions Around the World Essay1245 Words   |  5 PagesDuring the late eighteenth century and the early nineteenth century, the colonies of the New World, and countries of the Old World, were undergoing revolutions and reforms. In North America, the United States created an economic and political powerhouse; the modern world’s first major nation to become a democracy. The Haitian Rebellion dramatically inspired other slaves and people to rise above government and be given the rights to freedom. The French Revolution practically destroyed its earlierRead MoreFrench Revolution: the Solution to Class Inequality1141 Words   |  5 Pages The French Revolution was one of the most important events that occurred in the history of France. The revolution crumpled the Old Regime and completely transformed the social and political system of France. The people of France sought to establish a more egalitarian society through their newly created Republic. When Enlightenment thinkers such as John Locke, Jean-Jacques Rousseau and Baron de Montesquieu introduced individual liberty, natural rights and equality the ideas of revolution emergedRead MoreRousseaus Impact On The French Revolution1636 Words   |  7 Pagesglobe, however, they seemed to have the most interesting effect on France. Jean-Jacques Rousseau was a major contributor to Frances political and social structure post-French revolution. These ideas weren’t the only triggers for the French Revolution. A combination of strangling taxes, economic disparity, and an impotent ruler led to the development of an intense need for reform in France. â€Å"France spent an enormous amount of money during the American war which put them on the verge of bankruptcy† (McKay

My Experience At The Age Of 17 - 885 Words

As I closed my eyes I felt the chill of the mud splattered on me. It was raining out and I was afraid that all my hard work had gone out the window. It was one of the first practices, that were much needed, in order to get the team educated on the game of soccer. I stood in a worn out men’s soccer uniform discouraged and frustrated. As I opened my eyes, I watched as several different girls started sliding face first through the puddles of mud. They were determined laughing and talking together. They embraced what the environment had bestowed upon us, and took the time to get to know each other. This mud had brought such a diverse group of girls together. In that moment, I felt the change with every gust of wind. There were 20 girls with a common goal and a love for the game, all from a diverse background brought together. But at this moment of frustration they all came together to enjoy life. At the age of 17, I had started a movement of change. Perhaps at that time I did not realize the magnitude of what I had started. I was able to put in place a girls’ soccer team, with no funding from the school and completely on my own. This in itself is an achievement and has allowed girls to still play on an all girls soccer team until this day. However, was it more to it than this? Did I do more than start a program? This was a diverse group of girls with a variety of different life experiences that came together for a common love of the game. Comradery, education, and exposureShow MoreRelatedThe Institute Of Museum And Library Services1490 Words   |  6 Pagesprovides federal support for the nation’s 123,000 libraries and 35,000 museums. The IMLS motto is Reimagine. In my own words establishing a museum and library in today’s 21s century of technology and digital resources would be the new â€Å"REIMAGE†. The research and evaluation of this program targets each state museum and library needs and what they have to offer to the community. 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In my opinion, I find it terrible How an innocent teenager should have to go through the unthinkable. The embarrassment, the isolation, the feeling of helplessness. The victim starts to feel like they are going on a downwards spiral; A roller coaster that’s only goingRead MoreLuck s Role On Success1233 Words   |  5 Pagesluck influences our lives and how successful we are. I agree with Malcolm Gladwell’s definition of success. In my opinion Success is a state of emotion that can be created within individuals in a positive way. In my opinion, we as individuals define what is success. According to Gladwell believes about The Matthew Effect, I had experience success and failure throw my life, which was my date of birth. Gladwell believes that each individual is responsible for his or her own goals. 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Interview With An Individual Who Works For Malmbergets Aif

I chose to conduct my interview with an individual who works for Malmbergets AIF (AIF = public sports club) in Malmberget, situated in the far north of Sweden. Established in 1904, the club is and have been active within numerous sports, from soccer to cross country sking, and throughout the club’s long history one will find stories of great success, such as when its Olympic handball team played in the highest division in the mid-seventies, or one of the clubs cross-country skiers, Lina Andersson, won Olympic gold in 2006. Today, most of MAIF’s efforts are focused on youth programs in various sports, with the ice-hockey team being the sole remaining adult team. Some adult skiers, boxers, and other individual athletes have amounted to some†¦show more content†¦During winter, he’ll get to focus on sports like ice hockey, and during summer, he can focus on their youth programs for soccer. Much like several other positions within the sport industry – at least in terms of working for a sport’s club –, what the job entails changes between seasons, but the difference for Johansson is that there’s never an offseason, which Johansson admits is challenging at times, but that he wouldn’t have it any other way, as he claims it â€Å"keeps [him] running†, despite his age. When asked whether or not he might be sugarcoating the truth a bit to make the industry seem more appealing, he pauses, before giving a lengthy explanation regarding the effort required to do the job, saying that â€Å"it’s going to require hard work at times†, before adding that that’s the reality for most jobs, but that he truly think his interest in what he does motivates him to push through it. He admits to have been lucky for – officially – entering the industry at a later stage in his career, and for a position higher up the chain, because he’s not sure his â€Å"passion for sports would have survived otherwise†, which I think might be the harsh truth a lot of individuals interested in a career within the industry might not get to hear. He quickly adds that apart from a strong interest in the industry, individuals’ looking to begin a career needs to have a plan. They need to know what they want, and why.Show MoreRelatedInt erview With An Individual Who Works For Malmbergets Aif1097 Words   |  5 PagesFor this assignment, I decided to conduct my interview with an individual who works for Malmbergets AIF (AIF = public sports club) in Malmberget, situated in the far north of Sweden. Established in 1904, the veteran club is and have been active within numerous sports, from soccer to cross country skiing, and throughout the club’s long history, one will find stories of great success, such as when its Olympic handball team played in the highest division in the mid-seventies, or one of the clubs cross-country

Customer Service Essay free essay sample

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customers satisfaction. However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers. By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customers perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be. The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: †¢ Fast, efficient and accurate service High quality products at a competitive price †¢ Friendly, helpful service staff to provide information and answer questions †¢ Prompt responses to their inquiries, whether online, by phone or in person †¢ Sufficient stock to meet their needs without long waits †¢ A trained staff that can handle their questions without referring them on †¢ A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations When you are able to accurately identify and adequately meet your customers expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers expectations include: †¢ Customers that transform from first-time visitors to loyal clients †¢ Increased sales as customers feel more comfortable doing business with you †¢ More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department. By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customers voice is deployed throughout a pro ducts or services design, production, marketing, delivery, and after-sales service. Listening to the Voice of the Customer and incorporating the customers input is essential to obtain lifelong customers. The process is best started by bringing together a cross-functional team of managers who spend several days creating a set of matrices linking what internal management believes are customers wants and needs to a set of product or service matrices which a company can then measure, track and control. As a result of these meetings, a list of customer needs is organized and prioritized. During this phase, the customers requirements, warranty data, product measurements, and competitive offerings are assessed alongside the companys technical ability to meet the requirements. The next phase is led by the product managers/engineering teams. Product concepts are created and specifications drawn with the most important customer needs addressed. In order to organize and evaluate the data, simple tree diagrams are often used. The next step in the process is critical and often neglected: conducting one-on-one, in-depth interviews with the customers. This technique deploys a structured interview lasting 30 minutes to one hour. The discipline behind the interview is to ensure that all areas in the discussion guide will be addressed without limiting the input from the customer to predetermined formats. Customers will often organize and prioritize their needs differently than the insiders.   In new product development, it is critical to solicit the Voice of the Customer to correct undesirable feature sets, determine most desirable value propositions, and understand future uses and applications of a new product. This also gives the customer an opportunity to offer innovative product/service ideas into the development process. Not only does this result in new perspectives, it also increases customer satisfaction and loyalty when their ideas are implemented. Additional research and refinement occurs until the product is launched. Now the Voice of the Customer is needed to assist the company in ensuring it is exceeding customer expectations. Exceeding expectations is extremely challenging as customers continually upgrade their expectations. The involvement in delivering products and services that exceed expectations is the responsibility of everyone in the company. In an on-going effort to dynamically measure customer commitment and track changes over time, Voice of the Customer tracking research was established. Telephone, mail and web surveys are the typical methods of collecting data from customers. Each of these methods has its advantages and disadvantages, all of which need to be evaluated. Speed, confidentiality and cost are the primary item trade-offs in the decision to use a specific method. Questions are developed to obtain information on importance and the satisfaction associated with each performance attribute. A ranking model is then developed to help set priorities. Each customer rates a list of key factors in terms of importance when deciding which of the vendors/suppliers products to buy. Second, each customer rates their satisfaction with the companys products and services as well as competitors products and services on each of the key factors. Customers are usually guaranteed anonymity when responding to Voice of the Customer studies. Care must be taken in the drafting of the documents since an expectation of follow-up and improvement can be created and any lack of follow-up will increase dissatisfaction. If response rates are not adequate, several procedures can be deployed to increase participation, including offering the customer an incentive for completing the survey. Some typical questions from a manufacturer/service provider include: * Why did you choose XXX? This type of question gauges impact and retention of main advertising messages, including point-of-purchase messages. * Have you had a problem with the XXX that required repair or return? If so, what was the general nature of the problem? * If a customer called for support, What was the nature of your contact with us? * How well did the experience match your expectations? A customer who has talked with others about their experience could be asked, What did you say? This type of open-ended question can be coded and then sorted into groups of positive or negative. A chart graphically depicts the overall results from the research. Each of the key satisfaction issues are plotted on the graph with the more important issues (as rated by the customers) being higher on the graph. In this manner, the key strengths and vulnerabilities are charted. An additional analysis is typically performed which determines which customers are likely to remain loyal and which are at risk. At risk customers are those the company is likely to lose because they are highly dissatisfied with the company. This gives a company a measurement of how many customers it may lose to competitors. Over time, a comparison of the results allows a company to see how its situation has changed. Feedback on results, implementation of improvements and areas where additional progress is still desired should be communicated to all employees on a periodic basis. Demographic household information can also be asked and age, income and geographic region can be reported. Listening to the Voice of the Customer and acting on the customers input is the secret to maintaining continuous improvement. Clear, consistent and systematic improvement is necessary to retain customers for life. There are always gaps between what the organisation intends to produce/deliver for its customers and what its systems do actually produce/deliver. So you should delivering products and services in line with customer specifications and the organizations’ business plan depends on: * Identifying customer specifications * Building business plans that will enable the organisation to meet customer needs and expectations * Developing, within the organisation, strategies to manage effective systems that will support delivery of products/service Sometimes organisations meet cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation, can actually deliver. Organizational plans will therefore incorporate control elements designed to prevent disruption, overcome constraints and ensure product/service continuity, quality and consistency. The functions (processes) related to the organisation’s plans need to be of a robust design that is sufficiently insensitive to variation, so that the quality of products/services consistently, and on all occasions, meets customer expectations and needs. Knowledge of good customer procedures is not innate. An effective induction and training program, matched to appropriate performance appraisals will benefit you, your organisation and all the customer/supplier interface members. The best providers of customer service do not randomly employ people and leave them to interpret their employers’ philosophy in whatever way they see as appropriate. They do provide suitable training and support (resources) so that employees know what to do and are able to do it. Organisations should dedicate resources (time and money) for training and reinforcement. Employees should be fully informed about company goals, the products and services. Emphasis and training should be focused upon the importance of listening and responding to the customer’s requests. People can only do the job if they are given the right tools and objectives. It costs money to train people. It will cost more if you decide not to train them. You also should analyze the following gaps: †¢ Gap 1 is the lack of understanding between customer expectation and management perception, i. e. the management does not know what the customers need and expect from their service. Gap 2 is the lack of development between management perception and service quality specification. Here managers are aware of customer expectations but are not committed enough to utilize the knowledge of customer needs and expectations as the basis for defining and specifying service quality standards. This may occur due to ignorance, lack of vision, limited resources. †¢ Gap 3 indicates the gap between service quality specifications and service delivery where the management understands the customers’ desired level of service and specifies an appropriate set of standards. However, service delivery may be of poor quality owing to poor employee performance due to insufficient training. Gap 4 refers to the gap between service delivery and external communication which occurs due to pre-purchase promotional materials communicating unrealistic service levels which cannot be delivered in reality. Again it can stem from being poorly briefed about the service by the sales staff resulting in over promise and under delivery. †¢ Gap 5 is the gap between expected service and perceived service Gap 1 can be closed by: †¢ understanding customer expectations through research, complaint analysis, customer panels †¢ increasing direct interactions between managers and customers to improve understanding †¢ improving upward and downward internal communication For closing Gap 2 it is imperative to establish the right service quality standards by: * communicating and reinforcing customer-oriented service standards * providing requisite training to the managers to enable them to lead employees to deliver quality service * rewarding managers and employees for attaining goals * measuring performance and providing regular feedback * establishing clear, realistic service quality goals * ensuring that employees understand and accept goals and priorities * becoming receptive to new ways of doing business that overcome barriers to delivering quality service. Gap 3 is addressed by ensuring that service performance meets standards through: * clarifying employee roles * ensuring that all employees understand the importance of their jobs * providing employees with technical trainingn  developing innovative recruitment and retention methods to absorb the best talents and build loyalty * training employees about interpersonal skills for dealing with di fficult customers * teaching employees about customer expectations, perceptions and problems * eliminating role conflict among employees by involving them in the process of setting standards * measuring employee performance and link compensation and recognition to delivery of quality service * develop reward systems for employees * empowering employees with decision-making along with accountability * encouraging teamwork * treating customers as partial. Employees by clarifying their roles in service delivery, training and motivating them to perform well in their roles as co-producers. Gap 4 is bridged by  Ã‚  seeking inputs from operations personnel when new advertising programs are being created * developing advertising that features real employees performing their jobs * allowing service providers to preview advertisements before customers are exposed to them * ensuring that consistent service standards are delivered across multiple locations * identifying and explaining uncontrollable reasons for short falls in service performance * offering customers different levels of service at different prices and explaining the distinctions * ensuring that the communication materials reflect those service characteristics that are most important to customers in their encounters with the organization * getting sales staff to involve operations staff in direct interaction with customers * managing customer expectations by informing them the possible and impossible options and the reasons. Gap 5 can be effectively closed by minimal promise and maximum performance.

The Positions of Physicalism and Dualism

Introduction Physicalism and Dualism are two philosophical positions that are ever in conflict concerning the state of the mind and body of humans. The Physicalism view claim that an entire human being comprises of a physical entity with various physical properties.Advertising We will write a custom essay sample on The Positions of Physicalism and Dualism specifically for you for only $16.05 $11/page Learn More On the other hand, the dualism view claims that human beings have a dual entity comprising a physical entity (the body) and a non-physical entity (the mind). The aspect of the mind as a non-physical entity is often the cause of disagreement between these two conflicting positions. This paper will evaluate in detail the arguments entailing these two positions. The positions of Physicalism and Dualism Physicalism is a philosophical position that sees a human being as a physical entity made up of physical components. This school of thought compares t he human being with a clay statute. In this regard, a clay statute comprises of clay clumps and exhibits properties of weight and mass in addition to occupying a position in space. Similarly, human beings comprise clumps of biochemical, physical substances and exhibit such properties as mass and weight. This assertion by Physicalists claims that human beings comprises of a single entity, which is physical in nature (Graham, 73). Dualism is a philosophical position that tends to deny the position of Physicalism. This position denies that human beings have a single physical nature. Conversely, it asserts that human persons comprise of a dual nature made up of the physical aspect (the body) and a non- physical aspect (the mind) (Graham, 73). Dualism provides the assertion that the mind does not occur alone; rather it has a connection to the body. This means that human beings have two forms of reality, which are connected in someway. In this regard, dualists claim that the physical body is a machine comprising flesh and bone while the mind is equitable to consciousness and defines the real person (Lawhead, 220).Advertising Looking for essay on philosophy? Let's see if we can help you! Get your first paper with 15% OFF Learn More Physicalists also claim that the whole or entire state of the world is a determinant of the physical aspect of the world. This position refutes the availability of a non-physical nature of the world. Physicalists claim that a non-physical nature of the world cannot be the determinant of the state of the world since the world is physical in nature. For Physicalists, the mental state of a human being cannot vary without the determination and control of the physical nature of human persons (Seager, 218). Physicalists claim that all aspects of the human nature and indeed aspects of the world are entirely physical and that science can actually explain them. This assertion rejects the claim by dualists that there are supernatural a spects of the humans. This means that Physicalists hold to science as a determinant and backbone of aspects of human beings (Lawhead, 228). Dualists on the other hand hold that even if there is a physical world or a real world, it is accessible to both perception and reflection. Dualism claims that there is no way in which a physical nature can perceive the physical aspect of the world. There must be another hidden force, which is non-physical in nature and which perceives the physical world. This means that there is a considerable difference between the known world and the perceived world. In this regard, it is improper to claim that we know something only because we saw or heard it. This causes human beings to ignore the sensation that accrues from perceiving the issue at hand with the mind (Bolton, 20). In general, Physicalists assert that the determination of all happenings logically occur by the physical aspect of human nature. However, there is a likelihood of more restricted forms while the general form is not above the logical sum of all the restricted forms. The current point of strength that Physicalism enjoys in philosophy accrues from the persistent absorption of ever more spheres of occurrences under the purview of Physicalism (Seager, 220).Advertising We will write a custom essay sample on The Positions of Physicalism and Dualism specifically for you for only $16.05 $11/page Learn More The dualism position presents another claim of the possibility of sensation and perception as determinants of phenomena. In this regard, the issue of sight and hearing creates a gap between human’s perception of an object and the real object. For instance, light from the Sun takes approximately eight minutes to reach us while that of the Moon takes one-and-a quarter seconds. However, light from the stars might take several years to reach us. This implies that it is possible that we could be looking at objects, which do not exist since the light we can see left them. Nevertheless, even the least slip of time between a perception and the basis of the perception is sufficient to confirm that we are not dealing with the actual objects (Bolton, 21). Physicalism also holds that an entirely physical world would appear to symbolize an entirely physical manifestation in total harmony with that of the actual world. This means that since the nature of the world is purely physical, then all occurrences would represent a physical expression. Physicalists also claim that there is no way in which the mind would effect changes in the physical world without inclusion of the physical state. This means that physical processes and changes occur without the help of a mind (Seager, 225). Dualists also deem that the mind is the foundation or medium of mental facts in relation to beliefs, hopes, and aspirations. On the other hand, they claim that the physical body is the foundation or vehicle of physical facts of height, posture and other physical properties (Graham, 73). This is what the dualists assert: â€Å"if I have a thought and the thought occurs to me, but it does not occur in my body or brain, it appears that there would have to be two modes or means of ‘being’ in a person† (74).Advertising Looking for essay on philosophy? Let's see if we can help you! Get your first paper with 15% OFF Learn More Substance dualism maintains that there exist two fundamentally different forms of matter in the world. On the one hand, there are physical objects governed by and entirely explainable in terms of the concepts of physics. On the other hand, there are non-physical forms (minds or souls) and commonly understood to be self-formative. In addition, most dualists deem that the non-physical mind is capable of a dual causal contact with a physical body (Morris, 52). Physicalists do not refute that humans think and feel. However, they refute the claim by dualists that the mind occurs as a non-physical entity. They maintain that these thoughts and perceptions by a human being are species of physical facts rather than immaterial sensations. The most widely held physicalist position is that feelings and thoughts are the same with conditions of an individual’s brain. In this regard, they claim that the brain is the organ of feeling and thought. Since the brain is a physical entity, they th erefore provide the premise that there is no an immaterial aspect of human beings (Graham, 73). Concessionary dualists claim that even with physical manifestations, the laws are entirely deterministic but eventually broken by mental intercession upon occurrence. This eventually means that according to dualists, it would be rationally not possible to generate a perception of the real or physical world without including non-physical mental aspects (Seager, 226). There are nonreductive Physicalists who refute the likelihood of reducing mental aspects to physical aspects. In addition, they refute the possibility of any physical property co-existing with some mental aspect. The plain presence of manifold physical supervenience foundations for any mental aspect makes many Physicalists to assume a nonreductive approach (Morris, 8). Conclusion The conflicting philosophical positions of Physicalism and dualism present various arguments in support of each school of thought. Whereas the Physic alists describe the whole world and human beings in terms of total physical aspects, the dualists claim that there is a dual nature of the world and human persons. They claim that humans have a non-physical entity, which is the mind, connected to the brain and the body (which are physical aspects). Works Cited Bolton, Robert. Dualism and the Philosophy of the Soul. 2010. Web. Graham, George. The Disordered Mind: An Introduction to Philosophy of Mind and Mental Illness. London: Taylor Francis, 2010. Print. Lawhead, William. The philosophical journey: An interactive approach. New York: McGraw-Hill, 2003. Print. Morris, Dolores. Physicalism, Dualism and the Mind-Body Problem. 2010. Web. Seager, William. â€Å"Concessionary Dualism and Physicalism.† Royal Institute of Philosophy Supplement 67 (2010): 217-237. Print. This essay on The Positions of Physicalism and Dualism was written and submitted by user Fernanda R. to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.