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In this modern society where almost everything is digital, it is hard to believe that there are still those who prefer traditional methods, such as in the field of advertising.
Online advertising has been a hit in the last decade. Internet marketing has taken over businesses by storm and doubled their revenue. However, some people still see the field as unnecessary and taxing so they try to convince others to veer away. Below are other reasons why some individuals dislike online marketing:
Inability to adapt with technology
A person may refuse the method because they may not be technology savvy. They are afraid that technology is hard to monitor or manipulate so they choose to stay manual.
Mastery of craft
A lot of traditional people spent years perfecting their craft, so they believe that their capabilities are sufficient. Online marketing is a threat to physical advertising because it minimizes the need for logistics, hence the repulsion.
Some people think that digital work reduces employment opportunities due to computers replacing manual labor. Only a handful of people are necessary to make internet marketing work.
Putting everything on the internet is a risk for hacking or information leakage that’s why many are skeptical about it. Online marketing requires a substantial amount of data that can be easily stolen or erased.
Lack of Equipment
Many marketers don’t have reliable internet or computers to handle critical work. Manual advertising is easier to delegate and segregate, so smaller businesses prefer it.
Lack of Empathy
Advertisers believe that online marketing is not good for client relations because it promotes a more detached form of communication and a robotic response. Manual advertising is more personal so it is easier to convince people.
Lack of Authenticity
Marketers are wary of online advertising because people nowadays are harder to convince, especially in terms of the authenticity of a product. Since everything can be manipulated or edited, they would have to work more to attract clients.
Population of Non-internet users
A big percent of the population is still manual so it is impractical to promote online marketing in these areas. Online commercials only work with regular exposure but if the audience only uses the internet a few times then it is a wasted effort. Manual advertising is beneficial when people are more inclined to support physical efforts or are part of a community network.
Senior marketers believe that online marketing encourages laziness in the younger advertisers because most materials can be recycled, edited or rehashed. Marketing is a skill developed from experience and virtual training may not be enough to develop and create a better breed of advertisers.
Technology is a waste
People believe that using gadgets and computers are harmful to the health of workers so they don’t encourage the employment related to such. Manual advertising promotes brain functions through practice and personal relationships development. It is important for some people to backlog technology to help the environment.
Despite the many reasons why people may talk you out of online marketing, it is still undeniable that this form of marketing has a lot of potential. Learn how you can maximize the web when it comes to marketing your products and services, so you can expand your reach.
John Richards has many years of experience creating and developing books, eBooks, manuals, and videos, on a variety of subjects, including online wealth, pet care, Internet marketing, direct mail, health and wellness, and CD/DVD distribution service. John’s website provides ideas and practical advice for people who want to enjoy the rewards of earning an income from home using simple websites.
The world around is filled with all kinds of wonders and we can gaze at them only by opening our eyes and our hearts. After all you need to believe in magic to be able to believe it. However, if you’re someone who is a bit on the cynical side, we bring to you a list of the wonders that exist all around the world. If you are a fan of archeology, history or travelling you’re definitely going to enjoy this article. Oh and if you plan to travel after reading this, don’t forget to look into Cathay Asia Airlines.
1. The Great Pyramid of Giza
The crown jewel of Egypt and the only surviving architecture from the original Seven Wonders of the Ancient World, this pyramid is truly a sight to behold. This pyramid is said to be built as a tomb to the Egyptian Pharaoh Khufu. The building is approximately 480 feet tall and was the tallest building in the world for more than 3800 years. This pyramid when built was outlined with a limestone casing which with time got destroyed. Now you can only see the casing near the bottom of the pyramid whereas the top exposes us to the inner lining of the pyramid.
2. Petra, Jordan
Petra is often called the city of rose due to the red colored stones that it is made of. This beautiful hidden city is famous for its architectural grace and the water conduit system. Even though the city is located in Jordan, it was actually discovered by a Swiss explorer in the early 19th century. This place is also said to have structures that are more than 2000 years old.
3. Christ the Redeemer, Rio De Janeiro
This miracle took a total of nine years to be constructed due to the its location on the top of a cliff. This is the third largest statue of Jesus in the world. The raw materials for this statue were actually imported from Sweden. This beautiful statue was actually constructed as a sign of peace, to show that Christ loves everyone.
4. The Great Wall of China
This wall that stretches over 8000 kilometers was built over a period of 2000 years and renovated over time by many different Chinese dynasties. It is said that millions of people died while building the wall and that they’re buried within the Wall’s foundations. The Wall is also famous because it is the only structure on Earth that can be seen from the moon without any aids. Fascinating right? Go check it out yourself!
5. The Colosseum
This fighting ground of the roman gladiators took 8 years to build and was designed by the Roman Poet Virgil. The Colosseum has more than 80 entrances and can house 50,000 people at one time. It receives millions of visitors every year and is therefore the biggest tourist attraction in Rome.
6. The Leaning Tower
This beautiful tower located in Pisa is famous because of the way it inclines with height. The architecture has been constructed in a way that makes it feel tilted. If you’re ever in Italy, this is a must place to go to.
7. Taj Mahal
Constructed by an emperor in the memory of his beloved wife, this palace is a symbol of love for the entire world. The intricate architecture and carving inside this Mahal will make you fall in love with it. And if you don’t believe us, why don’t you go see it yourself? All you have to do is book your ticket using Cathay Asia Airlines.
With many different social media platforms to choose from, your head may be spinning and you could be confused about which ones to use and why you would use them. In this article, we are going to talk about how to make social media an asset for your network marketing business.
Network marketing is very much a business of influence and emotion. If people don’t feel like working with you or they don’t feel like buying from you then they won’t. There are plenty of other people they can find your product and service through and that is why you want to use social as an asset to get in front of more people and help them choose you.
Building Know, Like & Trust
If people feel like they know, like and trust you because they have been following you on social, they are much more likely to buy from you than someone they just met. Social media can be used to share inspiring messages, family photos, dreams, and goals. Share these things with people and you they will be more likely to do business with you. This is one of the ways to make social an asset for your business.
Getting In Front of More Eyeballs
Social media helps you get in front of more people. Having a consistent social presence will help you leverage this virtual real estate to share your message with people. Instead of having to run around all over the place in your car, you can find people through social media and generate sales and new team members online.
It is very simple to be able to build social media into an asset but you have to be consistent. You at least want to post once a day so that you can stay top of mind with your audience.
Music production involves creating the music from scratch and sound engineering involves mixing the different instruments together so it sounds nice.
I will reveal both aspects as they relate to D.J.’ing but more so on the production side.
For most established D.J.’s, meaning those who have been D.J.’ing for a while whether it is in their bedroom or in the club, music production is the next logical step. Because D.J.’s play so many different types of music they come across a lot of beats and sounds. This inspires some D.J.’s to sample those beats and sounds and make up their own songs.
This is the beginning of the music production stage. There are 3 stages to music production: pre-production, music production and postproduction.
Stage 1 Pre-production
The music production stage is the crafting of the new song. I call this the pre- production stage because you are just experimenting with music. This is where music from the record or mp3 is sampled using a sampler or drum machine like an Akai MPC. But before you can sample and produce music you have to make sure your gear is properly connected:
So that I can sample sounds into my Akai drum machine I have my Technics turntable going into the phono input of my stereo unit. Then I take the phono out of my stereo unit to the input of my MPC 3000. My MPC gets connected to my Akai DPS 24.Then the DSP 24 is connected to the CD input of the stereo unit so I can hear what I produce.
In order to sample I have to make sure I select the phono option on my stereo unit. After I sample the sounds I have to switch to the CD option on my stereo unit so I can hear the playback from the drum machine. Once you’ve completed your musical arrangement and saved all of your work and you are satisfied with it you can move into the part two of the pre-production phase.
During this phase is when you bring in artists to perform on you track. This is where you begin to rearrange the track or music you created with the artists. This collaboration period enables you and the artists to make minor adjustments to the music and the lyrics. You may also add to or take away parts of the track such as adding additional drums or strings. The artists will practice their song using your track. Once this is very tight you move to the studio to lay the music and the vocals on separate recording tracks. The reason why you want to practice before you get to the studio is because studio time is very expensive and you don’t want to waste time practicing in. That is where you need to focus all of your time making sure the music and vocals are recorded cleanly without pops and clicks.
Stage 2 Music Production
When you get to the studio this is where the sound engineer comes into play. This person is responsible for making sure all of you music sounds excellent. These people have years of experience. Some D.J./Producers also like to engineer their own music because they know how they want their music to sound. If this is the case then the sound engineer simply assists the D.J. with mixing the music and using the studio equipment.
The mixing part of the music production phase is done in the studio where all of the music tracks and vocal tracks are blended together to give you what you hear on your CD.
Each musical instrument and vocal track is mixed and adjusted using what is called a mixing board like my Akai DPS24 only larger or software based mixing console like Pro Tools.
Stage 3 Postproduction
After the mixing is done the postproduction process begins. The final mix is taken to what is called a Mastering Studio where specialized equipment is used to bring out the best possible sound. When this process is completed the final results of the song are then pressed on CD or vinyl and sold to the customer.
Marketing a business is undoubtedly one of the most daunting tasks for any new entrepreneur. It’s one thing is to establish a business, but it is another thing to promote it. There are so many businesses, created by passionate people, that eventually collapse due to one reason – a lack of sales.
The purpose of any business is to sell something; either tangible or intangible. Tangible products are your tradition retail type of stores. Intangible products tend to be more service oriented. It is possible to have a combination business (such as painting; carpet installers, etc.). However, every entrepreneur is faced with the same problem of making their business known to the public in order to attract as many customers as possible.
There are many ways of promoting a business. The way you promote your business will basically depend on the type of industry your business belongs to. What works perfectly well for one business may not work for another type of business. Therefore, discretion is advised in adopting any of the steps listed below in promoting your own business:
1. Create a Website: Setting up a website is the surest way to make your business known by your potential customers. The first thing people do when trying to find out about your company is to search for it on Google. Your website has a way of creating a particular perception about your business. The more professional your website looks, the more professional your business will be perceived. The logical corollary is that you should link your social media channels back to your website.
It is not enough to just create a website, it is vitally important that you optimize your website by submitting it to major search engines like Google, Bing and Yahoo. This will enable your website to come up on those search engines whenever potential customers are searching for a product or service you offer.
2. Local Advertising: A business needs to be advertised to the people in the immediate area. A business owner may choose to advertise using billboards, posters, handbills, or any other affordable form of advertising. A company with a good budget may advertise with local newspapers, magazines, television and radio stations to attract a very large audience. Of course, this depends on the type of business you are in. An online only business might not want to try advertising on some of these outlets.
3. Conduct Social Media Campaigns: Advertising via social media is the cheapest and easiest way to reach out to your customers. Using Facebook, Twitter, Pinterest, Instagram, LinkedIn, etc. is free or relatively cheap. You have the ability to reach a larger audience than you could reach with local advertising.
There are over one billion active users on social media. Tapping into this huge resource will give you a greater chance of connecting with more people and introducing your business to them.
4. Email Marketing: Another good way of taking your business directly to your customers is by sending emails to your current or past customers anytime you have a new product. This is not a difficult task. You can do this by requesting for email addresses on your website or invoices. You can encourage your website visitors to give you their email address in exchange for a gift available for instant download to their email inbox.
5. Send another offer to customers immediately after a purchase: When a customer buys from you, introduce them to another product/service you offer. This is a great way of marketing your products to customers. Customers who buy your products have proven that they are able to pay for your products/services and that they have a level of trust with you. You should seize the opportunity to introduce other items or services you offer to them. Even though they may not buy right then, at least they know you are offering that service or item as well.
6. Ask your customers for referrals! You would be surprised at how quickly my business grew when I implemented a system of asking for referrals! I literally doubled my income in a matter of months. I also kept my schedule full of new appointments! Referrals could grow your business (online or traditional) exponentially! Think about it like this: It takes you (for example) 1000 leads to get ONE subscriber or appointment. Let’s assume you close 1 out of 3 subscribers or appointments and make them into customers. So it takes you 3000 leads to get ONE customer. If each customer provides you with three referrals, and the same ratio holds true (which it should double because your customers are not going to send you to people to make them mad – they will send you to people they know need your services), now each one of those purchased leads results in TWO sales! Then you ask that customer for three referrals – and the cycle keeps going.
These are just some of the ways in which I have built my business. Some of these techniques may not work in your business niche. If any of them do apply and you are not currently trying these ideas – give them a try! The results could, literally, catapult your business to the next level!
Conflict is a major concern in both your personal and working life. If not deal with quickly, tactfully and efficiently conflict could lead to serious confrontation and / or a complete breakdown of relationships. It could even lead to violent and dangerous situations.
A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.
There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organization's reputation for customer service and its continued success.
What causes conflict.
Conflicts usually occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between collections and / or management. The issue becomes one of power, of gaining control or of 'being proved right'. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.
Conflict can also be caused by a lack of communication or by a failure to recognize the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work collections.
Conflicts due to customer related issues.
A complaint, no matter how trivial it may sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organization to do business. They have a need and they believe (or hope) that you will be able to fulfill that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.
Conflicts arising out of customer related issues could include;
- Problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
- Delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
- Difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
- Drug or alcohol related issues. These could include being refused entry or ejection from concessions due to their condition and the risk they represent to other customers or staff.
Conflicts due to misunderstandings or communication barriers.
No two people are exactly alike – not even twins. People have different points of view thought about by the many influences on their lives.
These effects include;
Genetics – the things that we inherit from our parents and over which we have no control. These things might involve the color of our eyes and hair to our health.
Upbringing – which involves the way in which our parents raised us and the values they instilled in us.
Culture and religion – this influences the things that we believe to be true and the customs and traditions we follow
Economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.
Education – our level of education will also have a large impact on what we think and how we view the world.
The environment – this means the environment in which we operate: our neighborhoods, housing situation, and the people we are surrounded by.
Life experience – involves all the experiences we have had in our lives, the successes and failures, the lessons we have learned from these experiences and the many roles that we have played to date.
All of these things and more go in to making us the individuals we are and our thoughts and feelings about almost everything we come into contact with will be shaped by these influences. So we have our own opinions and points of view on a whole range of things and these sometimes clash with other peoples. These clashes can take the form of a lively but friendly debate but they could just as easily become heated and aggravated and degenerate into shouting matches. The beginnings of conflict.
We can avoid these situations by reaching an understanding between the parties. This can be done by communicating openly and honestly, being willing to listen to the other person's point of view – remembering that the influences that have shaped their beliefs and view points could be very different to yours – but no less valid.
Misunderstandings and communication barriers could occur because;
- People do not listen to each other with an eye to reaching an understanding
- People are not prepared to compromise in order to resolve the situation
- People do not understand cultural differences and are not prepared to make allowances for them.
To resolve a conflict situation steps need to be taken to bring the two points of view closer – to reach a compromise that both parties can accept. Part of good conflict resolution skills is the art of communication and recognizing the barriers to a good two way communications flow. These barriers can include;
- Not paying attention . Customers or colleges who are trying to communicate with you will feel ignored and frustrated if you allow yourself to become distracted. Not paying attention to them is rude and unprofessional and stops the communication flow. The result of this could be the loss of a customer, a complaint about you to your manager or a loss of respect. Do not allow yourself to be distracted – focus your attention on what is being said and really listen to your customer or colleague. If you must interrupt the conversation to answer the phone, or speak with another staff member, excuse yourself.
- Not looking at a person . Maintainable reasonable eye contact with the person you are communicating with is very important. It shows you are paying attention and that you are interested. By not looking at the person who is talking to you, you are indicating not only disinterest, but are also making them feel uncomfortable. They may think you are not being honest or trustworthy – you may be trying to hide something from them.
- Interrupting . Interrupting someone when they are talking is a major barrier to open, two way communication and could easily cause conflict. Once again, you are indicating that you are not interested in what they have to say. Breaking into what they are saying to make your own thoughts known, or worse, to finish their sentences for them is no way to gain a proper understanding of the other persons needs and expectations. Allow them to finish what they are saying and pay attention. If, for some reason, the conversation needs to be wound up, then take control by asking leading or closing questions – that allow for short answers only.
- Tone of voice. The tone of voice used during a conversation could also start a conflict. Arrogance, demand, anger, whining, disinterest etc. All add a tone to the voice that can cause people to react negatively. When dealing with customers or collections you should keep your tone friendly, calm and pleasant. At the very least, if you do feel annoyed you should try and keep the tone of your voice neutral.
- Sarcasm . Sarcasm has no place in any conversation between two people and is an open invitation for conflict. There are times, in everyone's working life, when you think "If I get asked one more stupid question, I'll go mad!", But sarcasm in the face of a silly question or remark does nothing but hurt the other person and, Possibly, dent their self esteem. We often forget that not everyone knows everything we do about our industry – in fact most customers know very little about the tourism and hospitality industries. We can forgive our customers or junior collectors, therefore, for asking questions that may have obvious answers – obvious only to someone who knows. Show patience and understanding – it's just as easy and much more pleasant than giving a sarcastic or snide answer.
- Rudeness . There is never any excuse for rudeness. A respectful and courteous attitude on your part should avoid or defuse any antagonism a person brings with them into your office. Should you find yourself never the less, dealing with a person with whatever you simply can not get along – rudeness is not the solution. Speak to your supervisor or manager and ask for their advice.
- Cultural differences . Cultural differences can be the source of a great many conflicts. When dealing with people from other countries, other beliefs and so on, it is easy to misunderstand words, gestures and customs. If you want to excel at your profession it is a good idea to familiarize yourself with some of the more prevalent customs of other cultures. On the whole, however, people from all over the world, from all walks of life and from all creeds respond well to respectful and courteous behavior. Do not make fun of customs you do not understand. Treat everyone you deal with, both customers and colleagues, with respect and you should do very well.
Any one of these points could provoke a customer or a college into complaining – which could then, potentially, turn into a conflict. It is a good idea therefore, to remain courteous and polite when dealing with other people.
Signs of potential conflict
A conflict does not happen suddenly. People do not go from calm and cool one moment to angry and aggressive next.
Conflict builds. It may take hours, weeks or even years. However long the process takes, there are always signs that a conflict is building. If these signs are recognized early then steps can be taken to quickly and efficiently resolve the situation before it becomes a major issue.
Early signs of conflict can include (but are not limited to):
- Aggressive body language: Narrowed eyes – trying to intimidate you Flared nostrils – a sure sign of building anger as the person takes a deep breath, either to control themselves or to go on the attack Stretched muscles in the face and jaw line – tightened in building Anger and aggression Tapping fingers or feet – shows impatience
- Malicious or negative gossip among collections
- Difficulty in discussing an issue calmly and rationally
- Tone of voice – indicating boredom, sarcasm, irritation
These are all signs of irritation, dissatisfaction or impatience. If you recognize any of these signs when dealing with a complaint or a conflict you should endeavor to find out the reasons why the other person is starting to feel impatient or irritated. You can do this by asking relevant questions and listening carefully to their answers. In this way you can reach an understanding of the issue at hand and possibly avoid escalating the situation.
If not recognized and acted upon these signs could then be followed by;
- Raised voice – speaking rapidly in a loud, high pitched voice – or even shouting
- Body leaning forward in an effort to intimidate
- Hand gestures – finger poking and pointing in an aggressive manner.
- Refusal to cooperate
- Storming out of a room, slamming doors, drawers or implements
At this point you may already have a conflict and it will take careful handling to bring the situation back under control
Complaints can escalate into conflict and conflict, if not resolved effectively, could potentially escalate into a crisis.
People wish to be taken seriously. If they are not, or are repeatedly ignored, it can become aggressive and a threat to safety and security of the organization and the people in it. Equally, people who are under the influence of drugs or alcohol, and are not in control of themselves, can present a danger to those around them if they are not handled carefully.
Situations where personal safety of customers or colleges may be threatened and assistance required may involve:
- Drug or alcohol affected persons
- People with guns or other weapons
- Situations where someone has been or may be hurt
- People who appear to be violent or threatening
- Situations where customers refuse to leave or to be pacified.
In these cases it is extremely important to:
- Keep calm yourself and to try and calm the other person.
- Move them, discreetly, out of the main area of your office or shop
- Take note of details of the problem for future reference
- DO NOT argue with a person who is visibly upset or aggressive as this will only compound the situation.
- Bring in the assistance of relevant management, security and / or entities such as police as soon as possible.
You can not simply make a conflict go away by giving the complaining party whatever they want. Resolving a conflict is a deferred balance between reaching an agreement between parties while at the same time staying within the constraints of your organizations requirements and policies.
These constraints may include:
Costs issues. Often, a conflict with a customer will be centred around dissatisfaction with a product or service. If the product or service was actually found to be faulty then the simplest solution to the problem is a straight forward replacement. Sometimes, however, the situation is not as simple and the customer will demand further compensation. In these cases a replacement may not be enough and something extra may need to be done. When determining the amount of compensation, if any, to be offered to the client, there are a few issues to consider. These could include;
- Customer good will & repeat business. If your organization is dependent on customers coming back again then this is an important consideration.
- Organisations reputation. A dissatisfied customer will tell many people that they received bad service from an organization who did not meet their needs and this can lead to a loss of business.
- Direct cost. Compensation to a client can be in the form of cash, additional products or services, or an upgrade to the product or service they have purchased. If compensation is to be of a monetary nature then the cost to the organization must be considered.
Organization policy on refunds or exchange . Most organizations will have policies on giving refunds. Some companies will give money back, others will give credit for products or services they provide. In the tourism industry you must also consider the refund policies of the principals you deal with. For example some advance purchase airline tickets do not allow refunds at all within a given period prior to departure and if the customer does not use the ticket, they have lost their money.
So before agreeing to provide a solution to the customer, you must first determine if it is financially viable to do so and to take the organizations policies and procedures into account.
Resolving conflict situations
When a person has purchased a product or service from your organization and it is not what they expected it to be, or does not perform properly they will feel dissatisfied and disappointed. As a consequence when this person complains that they generally believe that they have a legitimate reason for doing so and they may do so long and heatedly to the first person they come across in your organization. This might be you – even though you had nothing to do with the original sale and have never met the customer. The worst thing you can do is tell them its not your problem.
Take ownership of the issue, regardless of whether you were involved in the problem or not. "Passing the buck" at this point is not going to help matters. The customer approached YOU, so deal with the issue and do not pass them off saying "It's not my problem" or "The lady who handled this is not here now ….". At that particular moment in time the customer does not see you, the individual, they see you, the representative of the company, so it is you, the representative of the company, they expect to help them.
If you were not part of the original transaction where the problem occurred get as much information as you can from the customer to help you determine what to do. For example, you could ask;
- Exactly what the problem is
- When & where it occurred
- How long ago the problem occurred
- What they paid for the product or service
- How they see the situation being resolved – this will give you an idea of the person's expectations and how they impact on the organization's policies and procedures.
If the person who was involved in the original transaction is available you should ask them to join the discussion in order to get both sides of the picture. It is very important, however, to keep to the issue at hand and not to let emotions or ego get in the way of finding a solution to the problem; Stay calm, listen to all points of view with an open mind and try to keep the communications process flowing in a positive manner.
Finding a solution to a conflict involves a certain set of skills and techniques. It takes a step by step approach to ensure a positive income for all parties concerned.
Steps in resolving conflict
Finding a solution to a conflict will often become a matter of "give and take" where one party makes a suggestion that may not be entirely acceptable to the other. When this happens you will need to define the issues as seen by all parties and negotiate a mutually acceptable exit. This would normally occur in a logical sequence:
- Define the problem
- Work out what you want out of the conflict
- Brainstorm for options
- Evaluate solutions
- Decide on solutions
Define the problem
Everyone involved in the conflict needs to agree on a definition of the problem before it can be solved. This could mean describing the problem in terms of each persons needs and understanding of the issue at hand. Questions to consider might include:
- What is the problem? Is it only my problem? Who else is involved?
- Can I solve it? Is it worth solving?
- Is this the real problem or merely a symptom of a larger one?
- Does it need an immediate solution or can it wait? Is it likely to go away by itself? Can I risk ignoring it?
- Does the problem have ethical dimensions?
- What conditions must the solution satisfy?
- Will the solution affect something that must remain unchanged?
- Will I need help?
Asking these types of questions will outline what all the issues are from various perspectives giving you a firm foundation for exploring options. Depending on the nature of the problem and what it will take to resolve it, it might in extreme cases even be worth letting the matter go. It is important to keep a customer satisfied, but not at all costs. If a customer is being completely unreasonable and demanding then sometimes it is the better option to lose that customer.
Work out what you want out of the conflict
You also need to develop a clear understanding of the expected outcome. This could be; An agreement on acceptable compensation for faulty products or service a better relationship with the other party a mutually acceptable solution to an ongoing work issue the other person to respect your opinion With firm expectations of what would be an acceptable exit in mind, you can then begin To negotiate with the other party until an agreement has been reached.
Brainstorm for options – When all parties concerned have had the opportunity to explain their feelings on the matter, then all of the issues should be out in the open. At this point you can look at the various options available. There might be a number of solutions to the problem which could work for everyone involved. Do not get stuck on one solution just because it's the first one you find. Be creative about the possibilities available to you, and look for common ground. You can decide from the options later.
Evaluate solutions – In deciding the best result from the options available you should weigh up the pros and cons of each one based on the organizations policies and procedures, cost or budgetary constraints, legal ramifications and mutual benefit. When discussing and evaluating options it is often the case that each party will prefer an option that most closely gives them what they want regardless of its impact on the other party. In these cases you need to negotiate and compromise so that an agreement that both parties are satisfied with can be reached.
The Art of Compromise – Compromise does not mean giving in or losing. It means looking for ways to meet each others needs by making concessions to the other party involved. Compromise involves negotiating what you are, or are not, prepared to do in order to get what you want.
You should be open to good arguments rather than pressure or manipulation from the other party. Be open to reason but closed to threats. In difficult conflicts it might be necessary to bring in another person to mediate. This person may need to be skilled, mutually respected, and not have a personal interest in the outcome.
Decide on a mutually acceptable solution – When all available options have been tabled and considered then you can decide on the best one – the one that keeps both parties happy! Make sure each person takes responsibility for agreeing with the decision. This may take the form of a written agreement or contract, or a letter outlining what was agreed to.
Separate your feelings from the problem . When your emotions get tangled up in the pros and cons of an argument you can not reach the best conclusion. If you take a strong position because of the way you feel, you can not work out the best solution to the problem because your perception of it is controlled by things which are likely to have nothing to do with the problem. It's not about who is right or wrong. Arguing over who fault it is or placing blame will do nothing but increase tension and get in the way of resolving the situation. You should not let your feelings get in the way. Points that can help here include:
- Act and speak calmly. Arguing with a customer or colleague could result in a full blown confrontation. Pause before making a response to them. This will give you time to collect yourself, to calm any irritation you might feel and also gives you a chance to work out how to phrase your response in the most appropriate way.
- Try to put yourself in the other person's place; Empathise with them. Use expressions such as "I can understand why you would feel that way" and encourage them to share their point of view.
- Listen carefully and completely to what they are saying. Hear them out without interrupting them. Show you are interested through a positive listening attitude and ask clarifying questions to make sure you have understood them correctly.
- Be patient and understanding. Do not interrupt them. Once they have had their say, they will generally be a lot calmer and easier to reason with. The problem can then often be resolved in a civilized manner.
- At the appropriate time, acknowledge their point of view and ask them to give you the court of now listening to your (organization's) position. For example; "I understand what you are saying, may I now explain our position to you, and then we can see how we could solve the problem together?"
Recording accurate information about complaints, conflicts and their outcomes is a very important part of any business. This type of information will show (among other things);
- Areas of the business that are not working properly
- Processes and procedures that need to be changed.
- Things that customer like / or do not like about your products or services
- Gaps in the supply and demand of your products or services
With this information in hand, an organization can then use it to continuously improve its products, services, image and reputation.
Information can be recorded by way of (but not limited to):
- Letters (or emails) of complaint. These should always be taken seriously. A written complaint should be answered immediately – even if it is simply to advise the customer what will happen next. An investigation of the complaint should follow and the customer should then be advised of the outcome. A report of the complaint and the outcome should then be sent to the relevant supervisor or manager for any further action needed.
- Notes taken during a phone call or after a face to face meeting. Once again, it is good business practice to record the details of complaints or discussions about conflicts. These notes can be used for the organization's continuous improvement program but they can also be used as reminders of the conversation should a dispute arise.
- Formal documentation. These could be; Refund forms Credit notes Contracts or agreement forms
Evaluating conflict situations
It is good business practice to continuously look for ways in which an organization can improve its practices and procedures. One of the main ways an organization can do this is by seeking feedback – comments from customers, staff and other visitors to the organization. Reasons for seeking feedback can include;
- To ensure customer satisfaction and repeat business
- To maintain its reputation
- To learn from errors or mistakes
- To make improvements to the service or product delivery or quality to improve productivity and efficiency
- Follow up to see if customer is satisfied in the case of a complaint or conflict
In a matter as important as a complaint or a conflict, feedback can also be taken by way of a phone call, letter or even even a personal visit to the person concerned to ensure that any issue that exists between the conflicting parties has been successfully resolved.
When looking for how effective the solution to a conflict was, some of the questions that should be asked could include:
Why did this situation happen in the first place ? A close examination of the circumances surrounding the matter of conflict from both the customers and the organizations perspective can show up problems in procedure, policy or product or service delivery. Issues to look at could include;
- Was there a breakdown in communication?
- Is the service delivery as good as it could be?
- Are the organization's policies and procedures as effective as they could be?
- Was the service / product faulty in some way?
Did we resolve it effectively ? This is a very important question from the customers and the organizations point of view.
- For the customer, resolving the problem effectively could mean that they are satisfied, that they have received value for their money and most importantly that they will probably continue to do business with you.
- For the organization, resolving the problem effectively could mean that they have retained a customer and kept within organizational guidelines and budgets
When looking at how the problem was resolved:
- Ask critical questions about the output – was it the best possible option for every one concerned? Did it cost your organization money? Too much money? Was the income worth the cost?
- Evaluate the customer's reaction to your proposal – were they happy with it? Were they prepared to be reasonable? Will they continue to do business with you?
- Compare the situation to any previous incidents of this nature. How was it handled last time? Is there a pattern emerging that should be addressed?
- What can we do to prevent it happening in the future? By looking at how the problem occurred in the first place and how effectively you resolved it you can then take any necessary steps to prevent the same thing happening again. This might mean; A change in policy or procedure A change in a product or service training staff in customer service skills Training staff in conflict and complaint handling
By asking these, and other relevant questions, you can make improvements to the organization. This could lead to greater customer and staff satisfaction which will have a positive impact on the organizations continued success and prosperity.
For more information go to: www.lptraining.com.au
Differentiation. Differentiated Curriculum. Differentiated Instructional Strategies. At conferences, parent gatherings, and curriculum planning meetings, the term differentiation is thrown around like a Frisbee. As a newly hired teacher, I recall nodding my head and blinking blankly whenever the term was whizzed at me. The definition of differentiation is taken for granted; thus, no one ever pauses to tell what differentiation means. This article will do just that.
In a nutshell, differentiation–which is sometimes called differentiated instruction–refers to a method of curriculum planning and instruction that offers learners a wide variety of ways to acquire understanding. The following bullet points offer a quick and dirty guide to differentiated instruction. These bullets outline the three elements of the curriculum that can be differentiated as well as the three learner characteristics that can be taken into account while differentiating your instruction.
The following elements of your curriculum can be differentiated
CONTENT: Content is considered the “stuff” of the curriculum. This “stuff” includes what the instructor plans for learners to understand as well as the ways the learner will gain access to the desired knowledge and skills. To differentiate according to Content, an instructor can do the following:
- Provide text on multiple levels of difficulty
- Use part-to-whole or whole-to-part instruction
- Use manipulatives, Internet resources, audio recordings, and other non-conventional “text”
PROCESS: Process refers to the activities in which learners engage in order to gain understanding of the subject. A conventional way to think about Process is to consider it as the things learners do in the class and for homework. To differentiate according to Process, the instructor can do the following:
- Vary amount of support given by the instructor
- Give learners choices about how they express what they learn
- Provide varied assignment options at differing levels of difficulty or based on learner interests
PRODUCT: Products are the end result, the things learners create to demonstrate what they understand and/or are able to do after they have moved through the curriculum. Some examples of learning products are essays, poems, quiz/test answers, presentations, blogs, websites, skits, videos, plays, and other dramatizations. To differentiate according to Product, the instructor can do the following:
- Provide rubrics (a grid showing how learners will be assessed) for assignments
- Vary types of resources learners can use in preparing products (text, Internet resources, books, encyclopedias, interviews, tours, pamphlets, etc)
- Allow learners to design a product around essential learning goals-to express what they know in varied ways (e.g. speaking, writing, drawing)
The following are three learner characteristics instructors can take into account when planning to differentiate:
READINESS: Readiness refers to the understanding and preparedness learners have at the start of study. Because learners vary in preparation and knowledge (in other words, what they bring to the classroom and to specific assignments), they require different levels of difficulty. To differentiate according to Readiness, instructors can do the following:
- Add student teach-backs to assignments
- Add or remove peer conferencing, instruction, and models for a task
- Make the task more or less familiar (e.g. by adding or removing information and resources)
INTERESTS: Interests, in terms of differentiation, can be thought of as the learner’s “academic taste buds.” Because learners have different taste buds, instructors can align curriculum with topics or pursuits that satisfy the palate of each learner. To differentiate according to Interest, instructors can do the following
- Provide a wide variety of choices for topics and products
- Provide a variety of avenues for learner exploration of a topic
- Give learners a choice of tasks and products, including learner-designed options
LEARNING PROFILE: Just as the height and shape of students vary (even within the same grade), so do their learner profiles. No matter how students are grouped, each group will have learners with different interests, levels of readiness, learning styles, talents, and standardized test scores. One understanding of learning styles is Howard Gardner’s theory of multiple intelligences. Gardner’s theory delineates the following categories: Bodily-kinesthetic, Interpersonal, Verbal-linguistic, Logical-mathematical, Naturalistic, Intrapersonal, Visual-spatial, and Musical. To differentiate according to Learning Profile, instructors can do the following:
- Provide choice of spaces for activities (e.g. desks, couches, and floor seating)
- Present information in a variety of ways (video, handout, lecture, peer-to-peer talks)
- Provide learning opportunities in various modes (musical, visual display, movement and manipulatives)
Differentiation helps instructors engineer curriculum that reaches the widest number of learners possible. With the above guide highlighting the primary tenets of differentiation, you can approach your curriculum-and the next faculty meeting-with a basket full of knowledge and tools to differentiate in all of your curriculum.
Most people today, don’t know the difference between a digital book and an ebook. In fact, many people think they are one and the same. They couldn’t be farther from the truth. They are entirely different species of the same animal.
Digital books, sometimes also called electronic books or PDF books, are scanned, digital facsimiles of standard printed, published books. You can think of them as enhanced copies of the actual hard or paperback books we have come to know and love.
When we are talking about the digital version of newer publications, they are pretty much identical to the original. When talking about old or even ancient publication, they are much better than any original you would find on the shelf of your local library. Since they are facsimiles of the original printing, this really increases quality and helps overcome the problems of many older books, such as yellowed pages, stains, see-through or onion skin type paper, colored paper, brown inks, etc. These are scanned pages, not ‘copied’ pages, and the quality of print truly represents a better quality than the print of the original book.
The great majority of digital books come in PDF format, though Amazon offers a Kindle edition, Mobipocket offers the MOBI version, then there is the plain TEXT format, as well as many others.
Digital books are usually far less expensive than their hard or paperback counterparts, and there are hardly ever shipping costs, unless they are delivered on a CD (Compact Disk).
Ebooks are digital books too, but they were designed and written for the internet. Many, if not most ebooks were never officially “published” at all, unless you count posting something on the internet as publishing.
Most ebooks were meant to be written quickly, with little or no expenses except for possibly distribution. The majority are short, almost always less than 100 pages, usually under 50 pages. Some ebooks are literally slapped together in a matter of hours. Often they are little more than several short reports combined together.
Many ebooks are self-help books, or manuals of some kind, though there are some eBook works of history and fiction to be found if you look for them. More often than not, they have little or no literary value, their intentions being the distribution of facts, instructions and/or ideas.
Sometimes you may come across the eBook version of a hard or soft cover book. It will even be called the “ebook version” of whatever book. But if you look closer, you will find that this eBook version is almost always far fewer pages than the original. You may as well call the “ebook version” the “condensed version” of the book.
Though you will find many ebooks in PDF format, much like digital books, but many come as various generic interactive applications. But don’t let the initial attraction of interaction fool you. Even if this sounds like high tech education at first, you will find that there is not much to the promise of interaction. It just disguises the fact that these books are short, technically no more than a few pages, with little to no real practical, and even less academic value.
Last but not least, ebooks are often free or cheap, though you will occasionally find some specialty instruction “programs” costing hundred of dollars.
Technically, ebooks are digital books, though practically there is a big difference. Personally, I usually prefer a digital book to its eBook cousin.
By Thomas A. Retterbush
Gaskets are one of the basic elements for preventing the leakage, mist formation, and spray outs after the flange guards. They are installed at the flange joints, pipelines or valve joints, etc. to prevent the leakage of the harmful gasses and liquids from the gap between the joints. The gaskets are proven to seal the gap between the surfaces of the joints and provide better protection at an affordable price. They bear the high pressure of the high-temperature chemicals and have corrosion resistance properties. They are used in many industries like automotive, aerospace, chemical industries, electronics, military industries, pharmaceuticals and appliances.
The Types Of The Loads That A PTFE Ring Gasket Bear Are As Follows:-
The initial compressive load is the bolt load which pulls the gasket material into surface defects to form a strong seal.
The hydrostatic end force which tends to separate the surfaces of the flange joints when the arrangement is over pressurized.
The internal load pulling the part of the gasket exposed to inner force. It tends to blow the seal out of the joint.
The various metals and materials are used to make gaskets which can meet the demand of various industries. The range covers non-metallic, semi-metallic and metallic gaskets. The industries mostly install PTFE ring gaskets which are made up of a material and provide better performance in the operation.
This type of the gaskets used widely in the chemical industries and pharmaceuticals because it avails numerous benefits, besides acting as the protective seal for the leakage. It reduces friction to provide a rigid usability and avoid any of the damage or failures.
There Are Many Factors That Are Affecting The Performance Of The Gaskets:-
The Flange Load – The pressure on the two surfaces of flange joints churns the product and compresses the gasket to create an even tighter seal. The gaskets are enough tough to bear this load and the bolts of the joints should be tightened enough to create a perfect seal.
Temperature – The high temperature sometimes affects the efficiency of the product, but the gaskets are made of the high-grade material which is actually temperature resistant.
Fluid – The chemicals flowing through the pipelines is highly corrosive in nature and the liquids are harder to sell in comparison to the gas. The PTFE ring gaskets seal the liquid and prevent it from flowing outside. The product also prevents the contamination of the liquid.