Relationship

February 5th, 2023

Does Person-Centred Therapy Differ from Other Helping Relationships?

“How do person-centred counsellors use the therapeutic relationship to facilitate change- and in what way (s) does person-centred therapy differ from other helping relationships? ” word count: 2,495 Person centred counselling originated and was evolved on the ideas of American psychologist Carl Rogers. The influences on Carl Rogers and he’s conceptualisation of Person centred counselling are numerous, from his early family life living on a farm, his interest and involvement in theology and his formative professional career.

One incident which appears to have had a particular impact on Carl Rogers was when working in his first job as a psychologist, at Rochester New York, for an organisation for the prevention of cruelty to children, whilst working with a parent (Kirshenbaum H, et al. 1989). At this stage in his career Carl Rogers, being trained in or influenced by the tradition of psychoanalysis, was essentially working in a diagnostic and interpretative way, helping a child or parent gain insight or an intellectual understanding of their own behaviour and what was unconsciously driving or motivating it (Thorne B 2002) .

He formalised that the problem with the child stemmed from the Mother’s rejection of the child in his early years. But despite a number of sessions was unable to help the Mother gain this insight. He concluded that it wasn’t working and finally gave up. The Mother was leaving when she asked Carl Rogers if he takes adults for counselling. He began working with the mother, where she subsequently expressed her despair of unhappiness and feelings of failure, which was more emotive and authentic in expression, than the previously intellectual and matter of fact account given previously of her history and current life.

Carl Rogers said that ‘real therapy’ began at this moment and concluded in a successful outcome (Kirshenbaum H, et al. 1990). This is Carl Roger’s view and what he learned from this experience: “This incident was one of a number which helped me to experience the fact- only fully realized later- that is the client who knows what hurts, what directions to go, what problems are crucial, what experiences have been deeply buried. It began to occur to me that unless I had a need to demonstrate my own cleverness and learning, I would do better to rely upon the client for the direction of movement in the process”. Kirshenbaum H, et al. 1990 p13). This statement is arguably the beginnings of what, in many ways would later define and becomes a way of working within person centred therapy – that is a therapy that allows the client to be whom the client is, without any active direction from the therapist. Carl Rogers through clinical experience, research and development later defined his model of therapy. He based it upon the principles of a person as having at it’s a core an instinctive tendency towards growth, to fulfilling their potential as a person in what he termed ‘self actualisation’ (Mearns D, et al. 988). Carl Rogers believed that every living organism has a desire to increase, widen and broaden. Essentially, a fundamental urge to improve upon itself and that although, in the case of human beings, this urge may be buried or hidden by multiple psychological structures and conflicts, he strongly believed in the existence of this actualisation tendency in all of us and that given the correct conditions, it could be freed and realised in all of us (Rogers C 1961- becoming a person).

Personally, I have recognised a need to develop and grow within myself for sometime and this has again been highlighted to me during this term. The more I become aware of my insecurities and pre judgements, the greater the desire to become bigger than them only becomes more apparent to me.

Through my clinical experience working with adults with mental health problems, I have certainly recognised a desire in many, to become bigger or more than their issues, although, I am not certain if that was a desire to escape from their often intolerable suffering, or a fundamental need to self actualise… at the very least, I would suggest self actualisation is an entirely relative supposition and will differ from person to person, dependent upon their own experiences, circumstances and perhaps even expectations.

These correct conditions which are required within person centred therapy in order that the client can achieve self actualisation and personality change were outlined by Carl Rogers and he believed that if this 6 conditions were met, it would facilitate change within the client: Two persons are in psychological contact- both client and counsellor are present physically and psychologically.

The client is in a state of incongruence, (which will be discussed in more detail) the communication of the counsellor’s empathetic understanding and unconditional positive regard is met at a minimal level. The last condition mentioned involves 3 other conditions, which are essential attitudes and qualities necessary for the counsellor to posses for successful therapy; empathic understanding, unconditional positive regard and congruence. (Rogers C, 1957).

Before looking at the latter 3 in more detail, it is important to understand Carl Rogers’s view of the person and perhaps what is ultimately bringing the client to therapy. Carl Rogers believed that there is incongruence between the self that is the actualisation part, that has a desire to grow, is open to experiencing in the moment and ultimately psychological well being and the actual experience of the self. He believed this effect was caused by ‘conditions of worth’, by external expectations, such as by parents and teachers, i. e. f you behave in a certain way that pleases me, that perhaps doesn’t evoke anxieties in me, you are a good boy- there are certain ‘conditions’ attached to being in this relationship- the child tries to internalise these conditions in order to maintain the relationship (Mearns D 1994- developing PC). Consequently, people deny or distort the experiences to their selves, which differ to how we are supposed or are conditioned to be. Therefore, Carl Rogers believed that we begin to believe in what we are not and refute who we really are (Mearns D 1994). The person has a fixed and inflexible view, or self concept (Rogers C 1980).

It’s almost as if the person is driven in implementing or adopting certain behaviours in order to be accepted or loved and denying, or at the cost of their true self and feelings. This is the state of incongruence Rogers was referring as apart of the necessary conditions. Carl Rogers recognised, through his development of this approach, that distinctive and essential qualities are necessary within the therapist, for successful therapy and to facilitate character change. The emphasis being on the therapist’s attitude towards the client, as opposed to any technical skills or interventions, in comparison to many other modalities.

As already mentioned, the key attitudes or qualities being empathy, congruence and unconditional positive regard (Rogers C 1980). Empathy can be considered as having an ability to perceive and understand in the other person their feelings, experiences and their meaning to that person. To understand the internal world of that person, to be fully aware of the feelings they are experiencing, their anger or sadness for example, as if they are your own, but being aware that they are the clients, in order that your own feelings do not become the focus or blur the clients own experiencing (Rogers C, 1957).

To absolutely see from the clients view, the feelings they may have from their position or personal experiencing, but recognising them as separate from your own. I recall a moment during this term, when in skills practise, being in the ‘client role’, when I received empathy. I was speaking about a personal situation, which I was aware on some level had meaning to me, but wasn’t fully aware of, or experiencing the feelings relating to this meaning.

My perception later was that the person listened so intently, was so with me in trying to make sense of my situation, that they really did know and fully understand how it must feel for me. It was almost if I had no choice in allowing my feelings to be present, to come to my awareness and I was left with a sense of loss, feelings of loss, that I wasn’t aware of and made tremendous sense to my circumstances and why I had some anxiety and confusion in relation to this particular issue.

This highlights for me how powerful empathy can be, as well as actively listening to and showing an interest sufficient in trying to understand the client, but also how it has the potential to provoke in the client in becoming aware of hidden feelings or realisations. Unconditional positive regard (UPR) is another important aspect and described as having total acceptance of the client, without conditions, whoever and whatever the client is, or how they may behave. An acceptance of not what they may or could be, but as they are now, regardless of what desired qualities the counsellor may wish for.

It means total respect and valuing the person, without judgement. It also involves a sense of genuine care and wanting the best for them, including warmth for the person (Rogers C 1961). David Mearns talks about the often confusion in trainees, when understanding UPR, with a statement such as, ‘how is it possible to like all my clients’? He makes a distinction that liking is generally selective, as we perceive a similarity in values and complementary needs and UPR and liking are two very different concepts (Mearns D 1994).

Unconditional positive regard is completely about valuing the person, without conditions, with all the facets of the person, their struggles, protective layers, confusion and perhaps inconsistencies. This unconditional stance is a contradiction to the conditions of worth spoken of earlier and is a vital component of person centred counselling (Kulewicz S, 1989). If a client is holding a believe that they will only be accepted, depending on the condition of others, essentially they do not see themselves as being wholly acceptable.

The stance and communication of UPR can break this believe and the client is able to be in a relationship, with the counsellor accepting them without conditions (Rogers C 1961). If the counsellor is consistently valuing the client, the client perhaps has no reason for the protective layers and can be more open to their own inner experiences. Also, I wonder if the counsellor is almost giving permission and communicating a message to the client that it is ok to accept who they truly are.

Another essential attitude for the counsellor, recognised by Rogers is congruence. This is the counsellor being who they are, no facade or ‘professional’ barrier. The counsellor is open and genuine in the relationship, allowing all feelings and thoughts to be in his awareness and available to him (Rogers C 1961). It’s being present with yourself and owning your feelings, not necessarily expressing what you are experiencing at the time to the client, but also not denying it.

How congruence is conveyed is ultimately depended upon the counsellor themselves and when appropriate. It is about allowing a trust to be formed with the client, without pretences, where the counsellor is being human and willing to be seen (Thorne B 2002). If the counsellor is willing to acknowledge his feelings, strengths, perhaps their mistakes or weakness, it can not only allow for a more open and flowing relationship, but again I see this as perhaps giving permission to the client to embrace themselves, their strengths and weaknesses.

How this differs from a helping relationship, are mainly the quality of contact and the nature of the differences in relationship. What if our client seeks help from a non person centred counsellor, perhaps a professionally respected person, a Doctor, teacher, perhaps even a work place manager, or colleague. They will listen, perhaps are sympathetic, are likely to offer advice and some direction the person may take in order to resolve their problem. But there is no ongoing process, no consistency of a relationship, with all the qualities discussed, empathy, UPR and congruence.

The person centred therapist offers a safe and non judgemental relationship, with the client being valued for who they are, where they can grow in understanding of themselves, gain insight and become psychological stronger and independent. A helping relationship, although perhaps useful and supportive, will not facilitate change and allow a person to grow. In conclusion, person centred therapy is about an effective relationship, or aspires to be one, in which a person through experiencing a positive connection with another person, namely the therapist, receives deep empathy, understanding and genuine care.

This enables a person to question or challenge their self concepts, to begin to experience buried or hidden feelings and gain a deeper understanding of themselves, with more acceptances and the autonomy to live without fear of their own feelings and perhaps their truer selves. It is without any difficulty from me to admire the sheer humanity of what Carl Rogers achieved with person centred therapy, the whole ethos of accepting and allowing the person to grow through such a positive and caring relationship. It appears to me that this is an incredibly challenging model of therapy, for both client and therapist.

For the client the person centred therapist may appear safe and accepting, even inoffensive or unchallenging to his protective mechanisms or fixed self concepts, but that is perhaps the greatest challenge to the client, who may want answers or ways of dealing with their issues, perhaps unbearable anxiety and will perhaps look to the therapist for solutions and will find the person centred therapist completely and deeply sharing their distress, but essentially leaving it with client to be able to tolerate and accept for themselves, with of course as discussed, with the intention for the client to grow, understand the meaning behind their distress and ultimately in becoming psychologically independent.

I would imagine, at least initially or in the short term, it must be difficult for the client, who is still searching and looking outside of himself, for the apparent safety and false ‘conditions’ that will make it all well again. For the therapist, the challenge is potentially numerous, but what I recognise is the trust he must have in the process of person centred therapy, in maintaining all the attitudes as discussed and consistently so. I can see that taking great strength and discipline, when he could perhaps temptingly turn to direction and advice giving. I am also left wondering if the strengths within PC therapy are also its weaknesses.

The quality of therapy can only be as effective as the quality of therapist, or the limitations of the therapist. This could be said of other therapies, but for example, the CBT therapist has a direction and structure to fall back on. The challenge to the PC therapist is to be constantly growing and developing, as there is such a dependence upon who they are in the relationship. References: Kirshenbaum, H. and Henderson, V. L. (1989) The Carl Rogers reader Bury St. Edmunds: St Edmundsbury Press Limited. Kulewicz, S. F. (1989) The twelve core functions of a Counselor (5th Edn). Marlborough, CT: Counselor Publications. Mearns, D. and Thorne, B. (1988) Person-centred counselling in Action (3rd Edn). London: Sage Publications Ltd. Mearns, D. 1994) Developing Person Centred counselling (2nd Edn). London: Sage Publications Ltd. Rogers, C. R. (1957) The Necessary and Sufficient Conditions of Therapeutic Personality Change Journal of Consulting and Clinical Psychology Vol. 60, No. 6, 827-832. Rogers, C. R. (1961) On Becoming a Person London: Constable & Robinson Ltd. Rogers, C. R. (1980) A way of Being Boston: Houghton and Mifflin Company. Rogers, C. R. (1980) Client Centred psychotherapy In: Kaplan, H. I. et al, ceds, Comprehensive text book of Psychiatry (3rd Edn). Baltimore: Williams & Wilkins Co. Thorne, B. Dryden, W. (2002) Person Centred Counselling in W. Dryden Handbook of Individual Therapy (4th Edn). London: Sage. pp. 131-157.

February 5th, 2023

Relationship Paper

A relationship between two people can have very different meanings. In some relationships such as two lovers, they can also be best of friends because they share some characteristics and qualities and have a good understanding of each other. A relationship between a parent and child has a special bond because they share love, and affection for each other no matter what the circumstances are there will always be some connection, even at its worst times. However, there are times when a relationship can go bad because there is no understanding, lack of communication, and a feeling of distance in the relationship.

This may occur from mistakes or misunderstood acts from one another. It is believed that the parent-child relationship is the most influential relationship that there is. As of right now I believe that this is the relationship I must analyze more in-depth to get a full understanding of it and to just improve my daily life with them, but in particular my mother. My mother, like most Hipics in her generation, did not grow up with half of the materialistic devices and privileges that I have had when growing up. She has come from a home that was riddled of alcohol and drug abuse.

Even with those distractions at home she still managed to get straight A’s, so she says, and has had a job throughout her life since the age of 16. She says if it wasn’t for marriage and having kids she would not have dropped out of college, but she was comfortable where her family was heading and had made that decision. My mother is someone to look up to in my books because of her overcoming of obstacles that had stood in front of her like it was just taking another breath of air, and for my father, I don’t even want to start on that description.

I’ll just leave it at that it is a privilege that I’m even walking this planet today. I believe my mother perceives me as taking the resources I have around me for granted. That I am just going through the motion of school and life and not tackling it like she did and still does. She sees an unemployed 20 year old at a junior college that has had recent trouble with the law. I am not putting up the biggest argument against her because I know I could be doing more to be excelling further in school and being more responsible for my own actions. I don’t think she fully understands the commitment of being in ootball during school. It really is like having a job year-round that gives you a 2 month break yearly. I know she gets her perceptions on what she hears at work at the sheriff’s department, which does not help, or what she sees on the news on television. So I believe her ideas on what people my age is a little bias. To overcome these perceptions and to better our relationship I believe we can communicate with each other more than we are now. Telling her more information about what goes on and what I am doing in my life can more likely give her a better idea on who I am or who I am on track of becoming.

Telling her more and more of what I am doing and disclosing my-self, I believe can make her feel more comfortable with me. By self-disclosing my-self it can give her assurance with what kind of person I am. With the way things are going between us right now I can only imagine who she thinks I am. When a mother does not know much about his son you can see as to why they can get carried away with ideas on who they might be but not who they are. However, there also might be some things that she sees about me that I don’t realize myself.

Those mother-to-child instincts are still a wonder to us all. She might see something about me that whenever I am in a serious relationship I seem to be more stressed, or that i am calm with her in our conversations. My emotions on the way I converse with her tell her a lot about myself. Emotion management is essential to maintaining a healthy relationship. For example, if I failed a mid-term that day and she does not know, she cannot prepare for the negative responses, if any, to her questions and she most likely would not want to hold a conversation with me.

She can start to build an idea that I am not consistent with who I am and lead up to fewer conversations to build on our relationship. However, emotion management does have its cons. For instance, if I am not happy with something she is doing and I never express anything about it the relationship for me might start to become one-sided meaning only she is happy with relational content. Sometimes giving feedback about some ones actions is the best way to maintain a relationship.

Relationship maintenance between her and I is a must. If I want her to be appy with me then I have to put in my part. If I am just sitting around the house not contributing to anything or with the household how could I expect her to be happy with me. When she sees me applying myself she can have many reasons to be happy or proud with what I am doing. How can she not be if she knows I am taking advantage of the opportunities around me? For example, if I am maintaining a 3. 0 grade point average while holding a part time job and in a year-round sport like football, she should not have reason to be upset or concerned with me.

February 5th, 2023

Intercultural Relationships And Communication In School Education Essay

Table of contents

Globalization has made states and civilizations interrelated and interconnected with each other. This applies possibly in every facet of human life- from regional and governmental pacts, internationalisation of concern and trade and even instruction at single degrees. The universe has gone virtually smaller and we now experience a sense of planetary small town. With the promotions in information and communicating engineering and transit industry, geographical barriers can no longer impede communicating.

This leads to the dramatic addition in intercultural communicating chances. Whether through computing machine mediated communicating or face to confront communicating, we can now interchange information and novice communicating with people of other nationalities and civilization. In the field of instruction, diverseness has besides been observed to increase over the old ages. However, along with these increased chances, are jobs caused by clangs of cultural differences.

These struggles are brought about by barriers to effectual intercultural communicating. Hence, to get the better of these barriers and maximise the acquisition chances from intercultural communicating, we need to get intercultural communicating accomplishments which were derived from the common interpersonal communicating with accent on the particular features of interpersonal communicating.

The range of this survey shall include these intercultural communicating jobs and intercultural communicating accomplishments will be observed in the visible radiation of instruction as an establishment that fosters cultural diverseness and provides chances for intercultural communicating.

Statement of the Problem

The immediate response of pedagogues in the emerging diverseness in the schoolroom is inclusion. However, inclusion is argued to hold been a failure in turn toing diversenesss other than disablements, gender and faith. In the coming of globalisation, diverseness in the schoolroom may besides be attributed to cultural differences. It can be assumed that intercultural relationships have besides been bing within the schoolroom scene.

With this, it can be argued that intercultural communicating will be a more effectual scheme to turn to cultural diverseness within the schoolroom. Hence, this survey aims to turn to this research inquiry: How can intercultural relationships and communicating be described in the schoolroom scene?

The specific inquiries that this survey will prosecute are the undermentioned:

What are present conditions of intercultural relationships and communications? ;

What are the bing intercultural communicating jobs Rodriguez High School pupils? ;

What are cultural barriers and factors taking to these jobs? ;

What are the deductions or consequences of these jobs? ;

How skilled are participants in intercultural communicating? ; and

What effectual communicating scheme could be recommended for usage?

Aims of the Study

Still within the range of globalisation, internationalisation of instruction is besides an emerging tendency. This leads to observation of cultural diverseness within schoolroom scenes. Oftentimes, cultural differences lead to jobs such as intimidation, pigeonholing and sometimes, instances of school force. Although inclusion schemes are applied in the recent old ages, it has non truly solved the jobs within the pupil degrees.

Therefore, to avoid these jobs, this survey aims to research intercultural relationships and the intercultural communicating within a schoolroom puting with the usage of instance survey analysis. To accomplish this purpose, this survey proposes to purse the undermentioned aims:

depict the present status of intercultural relationships and communications ;

place intercultural communicating jobs among selected high school pupils of Rodriguez High School pupils ;

find the cultural barriers and factors taking to these jobs ;

happen out the deductions or consequences of these jobs ;

step the intercultural communicating accomplishments of the participants ;

urge effectual communicating scheme.

Postulates of the Study

This survey is anchored in the premise that intercultural relationships and communicating can be observed within the schoolroom puting with the usage of instance survey. The specific posits for this survey are the undermentioned:

intercultural relationships and communicating exist in the schoolroom scene ;

there are jobs in the efficaciousness of the communicating ;

there are cultural barriers that hinder efficaciousness of intercultural communicating ;

these jobs and barriers lead to more serious deductions ;

intercultural communicating accomplishments are factors for more effectual communicating ; and

intercultural communicating schemes can assist in turn toing cultural diverseness in a schoolroom scene.

REVIEW OF RELEVANT LITERATURE

This subdivision provides a brief literature reappraisal of the constructs related to this survey including cultural diverseness, intercultural relationships, and intercultural communicating.

Diversity and Cultural Differences

Corsini ( 1984 ) described cultural differences as a merchandise of ways its people work, value of ownerships and manner of thought which are influenced by civilization ‘s instructions or cultural symbols. The civilization ‘s instructions and ownerships are so passed over coevalss to coevalss. Apart from this corporate observation, cultural differences are besides observed at the single degree which pertains to personality versus the societal systems of features ( Hall, 2006 ) .

Cultural differences in instruction are observed in three types: universal, primary and secondary. Universal cultural differences occur universally as every kid needs to set to new civilization in the schoolroom that is frequently really different from that of the civilization at place. Primary cultural differences, on the other manus, go on when people of different and dominant civilization teach their civilization to people who already have their ain civilization. This leads to secondary cultural differences wherein the voluntary minorities are willing to accept the dominant civilization while the nonvoluntary minorities resist it ( Hall, 2006 ) .

More frequently than non, cultural differences lead to assorted types of jobs and unfavourable conditions. While there is now a thin line dividing voluntary and nonvoluntary minorities, struggles within an establishment or organisation are frequently attributed to clangs between two different civilizations. With the coming of globalisation and the universe going virtually smaller, cultural differences become more and more seeable. Intercultural relationship presents is going more and more inevitable.

Intercultural Relationships and Problems

One factor that peculiarly emphasized intercultural relationship is globalisation. Although there are different perceptual experiences and definitions of globalisation, the common subject among economical, political and anthropological points of position is connectedness. Peoples of different civilizations can no longer populate to be reciprocally sole to that of other civilizations ( Samover, Porter and McDaniel, 2007 ) . This connectedness brings about intercultural relationships in all facets of human life. Hence, there is a demand to extinguish jobs related to cultural differences and to set up good intercultural relationships.

Some job that hinders good intercultural relationship are pigeonholing and individuality freeze. When a individual is viewed to be a member of his ain cultural group, he is forced into the predefined class and his alone features and capablenesss are frequently neglected. This threatens the single whether the stereotyping is positive or negative ( Gudykunst, 2005 ) .

However, Adler and Gunderson ( 2008 ) argued that favourable intercultural relationship is best achieved by doing cultural diverseness and differences more seeable. Although acknowledgment of cultural differences may be viewed to be simplistic, crude, racialist, male chauvinist, or pigeonholing it should be kept in head that acknowledgment is different from judging. Recognition goes with regard of the differences and similarities every bit good. Judging, on the other manus, include bias that limits the perceptual experience of one ‘s full potency. Diverseness can be favourable to intercultural relationship when cultural differences are recognized without bias.

One of the best ways to accomplish cultural synergism and good intercultural relationship is by adhering to rules of effectual communicating and intercultural communicating.

Intercultural Communication

In this paper, we adopt the definition of communicating as an exchange of thoughts between two entities- the basic constituent of interpersonal communicating. Communication so, is a bipartisan procedure of spring and take. While the first theories of communicating analyzed to be one manner as holding an beginning ( beginning ) and finish ( receiving system ) , it has been now widely accepted that beginning and receiving system is replaced as participants of the interacting flow of thoughts.

Intercultural communicating is a type of communicating happening between people with different civilizations. This communicating oftentimes makes participants dying and tense because they may happen it difficult to understand each other ‘s manner of believing. They may besides be utilizing different verbal and non-verbal codifications within the class of the communicating. Hence, the consequence of this type of communicating is less predictable so significances of such codifications should be negotiated carefully ( Fielding, 2006 ) .

Communication is intercultural when differences in cultural positions hinder the formation of a individual and shared civilization. Absence of shared civilization may take to contradictions and struggles on significances of shared symbols ( Baraldi, 2006 ) . Some researches argue that the globalisation tendency increases the chance for intercultural communicating ( Samovar et al. , 2000 ) . On the other manus, some provinces that it is the intercultural relationships and communicating that paved the manner for globalisation and its increasing tendency ( Baraldi, 2006 ) .

Either manner, what is more of import is to place agencies on how to accomplish better intercultural relationship and to place and forestall cultural barriers that hinder effectual intercultural communicating.

Cultural Barriers to Effective Communication

Fielding ( 2009 ) enumerated the undermentioned cultural barriers that hinder efficaciousness of intercultural communicating: stereotyping, ethnocentrism, defensiveness or involuntariness to accept other people ‘s thoughts, linguistic communication barriers, differences in construing non-verbal codification, differences in beliefs and values, bias and premises, differences in universe position, and unequal power. Hence, these should be avoided in order to accomplish good intercultural relationship and effectual intercultural communicating. Respect in malice of differences is of outermost importance.

However, Baraldi ( 2006 ) argued that intercultural communicating ‘s modernist position have evolved from respectful conversation to creative activity of a new civilization. He called this phenomenon as taint being brought about by cultural hybridisation and intercultural communicating. The new civilization is composed of the old participating civilizations and the freshly shared cultural symbolic signifier.

Intercultural Communication Skills

Intercultural communicating accomplishments are indispensable towards effectual communicating. These accomplishments may be different from the usual interpersonal communicating that we use with others within the same civilization. Based on assorted researches, Williams ( 2005 ) summarized four general classs of intercultural communicating accomplishments: 1 ) flexibleness and unfastened mindedness, 2 ) cultural empathy and non-judgmental, 3 ) personal liberty composed of personal strength and stableness, and 4 ) ability to cover with stressors in the class of the intercultural communicating. These accomplishments can besides be grouped based on the undermentioned dimensions: cognitive ( the head ) , affectional ( the emotions ) and behavioural ( the psychomotor ) dimensions. In general, effectual intercultural communicating can be achieved by willingness to get the better of the barriers and obtain these accomplishments.

Theories of Intercultural Communication

To better understand the construct of intercultural communicating, theories and theoretical accounts of the procedure are besides devised. While intercultural communicating may non be wholly different from the usual communicating procedures, it is imperative to include the particular features of intercultural communicating in its several theoretical accounts.

The convergence theoretical account of communicating of Kincaid ( 1981 ) , communicating is defined as a procedure wherein two participants exchange information to make a degree of common apprehension. Cultural convergence theory is based on the convergence theoretical account of communicating devised by Kincaid ( 1981 ) . This was used to invent a mathematical theory of the effects brought approximately by communicating within cultural differences. In the Torahs of thermodynamics, it can be predicted that all participants ‘ communicating in a closed system may meet over clip. Cultural divergency theory predicts the convergence of two corporate cognitive provinces if the members of the two civilizations converge ( Gudykunst, 2005 ) .

Another relevant intercultural communicating theory is the individuality direction theory of Cupach and Imahori ( 1993 ) . This is based on the interpersonal communicating competency theory. Interpersonal competency is one ‘s ability to negociate reciprocally the acceptable individualities of interaction ( Gudykunst, 2005 ) . This can be extended to intercultural communicating accomplishments summarized from Williams ( 2005 ) mentioned in the old subdivision.

In this survey, these theories will be used. With the cultural convergence theory, it can be predicted that there will be convergence and accomplishment of common apprehension within a closed system or the schoolroom over clip. Furthermore, the intercultural communicating accomplishments can be utilised towards the accomplishment of common apprehension.

STUDY FRAMEWORK

This chapter introduces the theoretical and conceptual models of the survey. Furthermore, the operational definitions of footings used in the survey are outlined. This survey shall research the cross-cultural jobs among high school pupils in Rodriguez High School.

Theoretical Model

The theoretical model of this survey is centered on two theories explicating the procedure of intercultural communicating: the cultural convergence theory and the individuality direction theory.

With the cultural convergence theory, it is predicted that common apprehension can be achieved through exchange or sharing of information over clip within a closed system. Common apprehension is assumed to be favourable in any relationships including intercultural relationship for that affair. Identity direction theory, on the other manus, emphasizes intercultural capablenesss or competence of the participants to find the barriers towards effectual intercultural communicating and to be able to stamp down these barriers.

Conceptual Model

Based on these theories, the research worker intends to incorporate and custom-make the theories into the scene of instruction as an establishment that fosters cultural diverseness. In the cultural divergency theory, the exchange of information can be observed within the closed system of the schoolroom through clip. We can presume that within the schoolroom puting wherein there is a high incidence of cultural diverseness, intercultural relationships and communicating exist. The individuality direction theory, on the other manus, can be translated to the intercultural communicating accomplishments of the students/participants so that they can cover with cultural diverseness in their schoolroom, and achieve common understanding- an drift for a harmonious acquisition environment.

Operational Definition of Footings

Intercultural communication- a type of communicating happening between people with

different civilizations. This communicating oftentimes makes participants dying and tense because they may happen it difficult to understand each other ‘s manner of thought ( Fielding, 2006 ) .

Intercultural relationship- occurs when two persons with different civilization exchanged/

Shared thoughts with each other within a period of clip ( Samovar et al. , 2009 ) .

Globalization- interrelation or interconnection of the states regardless of

geographical barriers.

Inclusion- technique used in the instruction as a response to cultural diverseness

Cultural diversity- differences in civilization or the ways and agencies of life and thought.

Common understanding- the convergence of the civilization based on the cultural convergence

theory. This may besides be called cultural synergism.

Intercultural communicating skills- accomplishments are indispensable towards effectual communicating.

These accomplishments may be different from the usual interpersonal communicating that we

usage with others within the same civilization. Based on assorted researches,

Cultural convergence theory- predicts the convergence of two corporate cognitive

provinces if the members of the two civilizations converge ( Gudykunst, 2005 ) .

Identity direction theory- Interpersonal competency is one ‘s ability to negociate

reciprocally the acceptable individualities of interaction ( Gudykunst, 2005 ) .

RESEARCH DESIGN AND PROCEDURES

This subdivision inside informations the research program along with research methodological analysis, informations assemblage processs, and informations analysis techniques.

Research Design

This survey proposes to research with the usage of instance survey, the intercultural relationships and communicating in a schoolroom scene. This includes the intercultural communicating jobs, cultural barriers towards effectual intercultural communicating, and the intercultural communicating accomplishments of the selected pupils in Rodriguez High School in Fairfield, California. This school is noted to hold a really high pupil diverseness rate. This is an effort to turn to cultural diverseness in the schoolroom puting that may take to struggles, intimidation, cultural stereotyping and other signifiers of school force. Effective intercultural communicating, if decently inculcated among the pupils may decrease the happening of the mentioned jobs. This will be a qualitative history depicting the intercultural relationship and communicating in a high school schoolroom which Fosters high cultural diverseness. However, due to clip restraints, merely the discernible traits of the intercultural relationships may be observed profoundly. Demographical features of the participants may merely be used as back uping informations.

With this, the tradition of Inquiry this research is intended to use is descriptive anthropology. One of the most normally used enquiries to measure intercultural communicating competency is ethnography ( Asante et al. , 2008 ) . In this survey, ethnography shall include description of the intercultural relationships and communicating, designation of job, barriers and their deductions, and the intercultural communicating accomplishments of the participants. Hence, the research worker should besides move as an active participant in the behavior of the research ( Scollon and Scollon, 2001 ) .

Data Generation Method

The trying method that will be used to choose the participants of this survey is purposive sampling. The research worker shall ask with the disposal of Rodriguez High School about which category has the highest incidence of cultural diverseness. However, the age degree of the pupils under this category should be identified to be mature plenty to understand the construct of cultural diverseness and intercultural relationships and communicating, for that affair. However, the take parting category should be noted with a high incidence of cultural diverseness.

Since the scene of the survey is a schoolroom scene, the participants for the survey will include all of the pupils and the home room instructor. In the instance that the category is excessively large for a focussed group treatment, random sampling will be applied and merely statistically important figure of participants will be included.

Focused group treatment will be informations garnering method for the students/participants. The subject shall be cultural diverseness in a schoolroom scene. The flow of the treatment should be deductive in nature. First, the perceptual experiences of the pupils about cultural diverseness will be identified. Later on, intercultural communicating will be the chief focal point of the treatment. Again, the construct should be identified in a general point of position and can later on be applied to their ain schoolroom scene. This will come up their intercultural communicating accomplishments, and the bing intercultural communicating relationships among the students/participants. The research worker should be an perceiver and participant. The locust of control should be centered on the research worker to restrict the range of the treatment within the range of the survey merely. The home room instructor can besides move as the 3rd person/observer in the instance survey.

For the in deepness interview, the home room instructor will be the participant. He/she will be the cardinal source sing the jobs, barriers, and intercultural communicating scheme within the schoolroom scene. The interview may besides be used to corroborate information gathered from the focal point group treatment with the pupils. Extra activity such as squad edifice may besides conducted with the instructor so as to detect the efficaciousness of the intercultural communicating scheme that will be recommend.

The instruments that will be used for this survey include: self-administered questionnaire for the demographic features of the students/participants ; observation usher and if possible, audio or video recording equipment for more accurate certification of the focus-group treatment ; and interview agenda for the in deepness interview with the home room instructor. Extra stuffs may besides be needed to document the squad edifice activity with the instructor and the pupils.

The information analysis and presentation for the demographical features of the participants will be frequency counts and per centums. This will be used to depict the heterogeneousness of the participants. On the focal point group treatment, informations analysis and presentation will be complete numbering of the intercultural relationships bing and intercultural communicating accomplishments that students/participants possess. Video clips or images may besides be shown. Last, for the in deepness interview qualitative analysis and complete numbering of the jobs and cultural barriers that he/she will place. For the squad edifice activity, narrative presentation, images, and video cartridge holders may be used to show and stress the observations. All information generated from these activities should be summarized and carefully analyzed to come up with an extended and comprehensive descriptive anthropology study.

February 5th, 2023

Sustainable Customer Relationships

Running Head: PROBLEM SOLUTION: CLASSIC AIRLINES Problem Solution: Classic Airlines Cecily Cornish University of Phoenix MBA 570/Sustainable Customer Relationships December 8, 2008 Instructor Sandra Payne, MBA Problem Solution: Classic Airlines Classic Airlines (CA) is the world’s fifth largest airlines that must balance its marketing program while coping with a mandated across-the board cost reduction by the board of directors. This calls for a of 15% cost reduction over the next 18 months while negotiating labor costs through the airline’s union employees and improving customer service.

Facing low employee morale, decreasing customer satisfaction, rising fuel costs, high union wages, a nonfunctional CRM system, negotiations with union officials and future airline alliances and partners, CA has elected to implement a new analytical Customer Service Management (aCRM) product development (University of Phoenix,2008,Classic Airlines,p. 1). The core problems stem around CA losing customer confidence in its Classic Rewards Program (CRP) and losing Wall Street and media confidence.

CA must focus on a marketing program to connect it the customer’s needs and sustain and attract loyal customers. The current executive team values are divided, with CEO Amanda Miller and CFO Catherine Simpson valuing the financial numbers which is in sharp contrast to the values of the customer, employees and shareholders held by CMO Keith Bolye and VP Renee Epson over customer service. The union senior VP Doug Sheflin knows that without a compromise between union and airlines the status quo will not be able to meet the current and future wage costs.

Senior VP John Hartman over human resources has trained the employees with the necessary skills and sees the employees as valuable assets in the customer and marketing effectiveness. Marketing in the form of environmental scanning can identify the factors of social, economic, technological and competitors that CA faces. Until CEO and the board establish a mission which will guide its organization, there may be organization resistance and delay in reaching its overall business strategies.

Customer relationship management (CRM) is a broad term that involves people, processes, and technology to improve relationships and existing customers who will result in improved customer retention and profitability (Kerin, 2006, p. 8). Using environmental scanning, identifying the marketing strategy and establishing a marketing relationship will direct and guide CA in meeting customer needs , identify the resources needed, the competitors they face and future trends in the Customer Relationship Management system.

Incorporating Enterprise Risk Management, profitability index with interactive marketing will allow the marketing program to address customer needs and sustain customer relationships to reflect the changing trends in customer purchasing behavior. Describe the Situation Issue and Opportunity Identification Classic Airlines is the fifth largest airlines in the world. In the business for 25 years, CA has 375 jets that service 240 cities with more than 2300 daily flights. Classic Airlines earned $8. 7 billion in sales.

CA made $10 billion profit which means that most of the revenue went to operating the company. With 32,000 union employees CA retains their top salary that is above industry’s average. In addition the board has voted for a 15% reduction over the next 18 months. The company is threatening bankruptcy, decreasing value on Wall Street, unfavorable media, decreasing customer satisfaction and low employee morale. The current CRM system is not fully functional and the Classic Reward frequent flier program has been losing loyal customers.

Other challenges include continual high fuel costs and high wages paid to the union employees. CA’s challenge is to find a way to improve customer satisfaction within their Classic Rewards Loyalty Program by identifying and meeting customer’s needs and, therefore, improve the return on investment (ROI) (University of Phoenix,2008,Scenario Two,2008). Several opportunities exist for Classic Airlines which includes a forecasting of sales, a marketing mix and a situation analysis to determine the feasibility of a new analytical Customer Relationship Management program.

CA may need for the present to just update the current CRM to a functional capacity to meet customer’s needs. Establishing the short-term of finding the solutions to update the current CRM might save costs and establish a long-term aCRM portfolio as a long-term goal .According to Seget (2008), the aCRM model uses analytical models and databases to integrate information that will enhance the customer desire for functionality as well as provide time sensitive information for prompt decision making by pharmacists, managers and others that rely on the CRM processes.

It will definitely allow CA to focus on negotiating with the high wages of its current union employees who are above the industry standards. The CMO Boyle can begin to devise marketing strategies on focusing on marketing segmentation, marketing-mix and focus on the needs of the customers who are loyal and attempt to retain them as well as attract new ones. To obtain customer feedback without alienating them CA may consider, online surveying, telephone surveying and other interactive marketing.

Interactive marketing creates customer value, customer relationship and customer experience. Kerin (2006) agrees, “Interactive marketing creates customer value by providing time, place, form and possession utility for consumers” (p. 6). Interactive marketing, marketing segmentation marketing-mix and forecasting can help identify customer needs and increase customer relationships. Stakeholder Perspectives/Ethical Dilemmas The ethical dilemmas in the Classic Airlines scenario are the conflict interests and values of the CEO Miller and CFO Simpson versus the rest of the leadership team.

A dilemma also exists between the values and interests of the CA management and leadership team and the stakeholders. While the CEO and CFO are driven by numbers and a “pragmatic approach” these interests conflict with the overall business strategies and that is to increase customer satisfaction by reducing costs (University of Phoenix, Scenario Two, 2008, p. 1). The company is trying to improve the return on investment (ROI) and at the same time improve the frequent flier program, pay the union employees high wages and implement a new aCRM product.

In fact, according to Seget (2004), “Wisdom prevails in conducting project feasibility, forecasting and marketing-mix and marketing-mix research before considering a new aCRM product . implementation” (p. 25). Classic Airlines must reach a balance through stakeholder’s involvements at all levels in attempting to balance the interests and value of all the individuals, departments and organizations. CA must focus on being a “best service” benchmarking company as a goal because providing the lowest price while utting costs and remaining competitive in the marketplace, is unrealistic thinking. “For example, it is not possible to simultaneously provide the lowest-priced and highest-quality products to customers and pay the highest prices to suppliers, highest wages to employees, and maximum dividends to shareholders” (Kerin,2006, p. 3). That is why an environmental scanning, a product analysis or four p’s, and a situation analysis will clarify where the company product or service has been, its status and where it wants to be.

The marketing program will identify where CA is, the competitor’s trends, and the customer current and prospective customers (Kerin, 2006, p. 12). Developing a marketing mix, an environmental scanning will identify the need of the stakeholders to be involved in every level of the decision making process and the development of an aCRM product implementation. The marketing program is a method of bringing an exchange between all the stakeholders to sustain valuable customer relationships. Frame the “Right” Problem

Classic Airlines will remain competitive in its industry and expand its global influence and brand loyalty by including its stakeholder’s voice and valuing its customer voice. Other opportunities for CA to achieve its goals of restructuring and implementing new initiatives such as its upgrade of its current CRM and a new aCRM product development will help sustain customer loyalty, increase customer satisfaction and provide the employees with the skills and automated technology that can meet the customers’ needs.

In order to meet the changing environmental factors such as regulatory and fierce competitors and reduce labor costs, CA will use marketing strategies such as environmental scanning, sales forecasting, segmentation are opportunities to increases return on investment (ROI) by identifying and meeting customer’s needs.

According to Kerin (2006),: “The American Marketing Association, representing marketing professionals, states that ‘marketing is an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders” (p. 1). CA will ensure that the ROI will be accomplished through accountability and leadership of the CEO, board members and senior executives. Valuing the voices all stakeholders will ensure that the values, thics and interests are filtered through a corporate decision making and implementation process. CA will ensure that its new initiative will be defined in its corporate governance, mission statement, employee booklet, union booklet and risk management policies. CA will remain a leading worldwide airline organization that focuses on marketing strategies that include direct forecasting, linear trend extrapolation, market segmentation, product differentiation, sales force surveys, survey of buyers intentions and usage rate strategies that will keep CA a leader among the airline industry.

Identifying customer changing needs via profitability index, customer audits will allow CA remain profitable as well as efficient in delivering the best practices in airline services to it loyal customers and future one. Fuel hedging, smaller planes, business partnerships and alliances will be strategies that will be analyzed and implemented to allow costs to be transferred into customer value benefits. Describe the “End-State” Vision

Classic Airlines(CA) will be restructured in its philosophy, mission and goals to be a cost-effective and efficient company by focusing on the “ stakeholders voice” in implementing a new analytical Customer Relationship Management (aCRM ) and a Enterprise Relationship Management (ERM) ) product development. Customer and employees as well as top executives who ethics values the customers, the employee and the shareholders will be valued within all levels of the stakeholders communication.

The core competencies includes values of the aCRM that will align with the overall organizational goals of valuing the customer’s voice , sustaining customer relationships, and providing utilities that will create efficient and effective services. Thus the goal of profitability will be achieved through the values of profitability and social accountability and responsibility of the CEO and board members of CA (University of Phoenix Scenario 2, 2008, p. ). Achieving US and globalization as a benchmarking organization stems from an aggressive and proactive marketing program that will operate through an updated CRM system and a future aCRM system that is designed to compensate future environmental changes and thus customer changing needs. An effective marketing program will benefit the customer and stakeholders by assessing the needs of the customer and satisfying those needs (Kerin, 2006, p. 5).

Remaining a competitor in the airlines industry means continuing open negotiations and compromise with the airlines union to keep pilots and employees competitive wages with the industry, while reducing costs and retaining loyal customer, increasing customer service and retaining skilled employees and sustaining the Classic reward program that is both efficient and effective in customer service. Recommended measures to determine if the CRM and marketing strategies are effective include profitability index, customer value benefits, and the measurement of rate and customer satisfaction surveys.

Identify the Alternatives and Benchmarking Validation Alaska Airlines began in 1932 in Anchorage, Alaska with 17 million passengers annually with flights to over 60 cities and 3 countries. Alaska Airlines is familiar with marketing strategies to remain competitive in the airline industry. Alaska Airlines faced a financial crisis similar to Classic Airlines who faces possible bankruptcy, a 10% decrease in stock market shares and negativity on Wall Street (University of Phoenix, 2008). In 1972 Alaska Airlines was in the then Ron Cosgrave and Bruce Kennedy came on board in 1972, the airlines was in a financial fight for its existence.

Led by quality leadership, the management restructured the goal of the organization and began bringing people together to save the failing company (Alaska Airlines, 2008). Leadership conducted a “differentiating marketing” in providing superior customer service as the key. Using a differentiating marketing allowed Alaska Airlines to survive more tumultuous times during the deregulation of airline industry and the recent rising fuel costs. Kerin (2006) agrees that, “The existence of different market segments has caused firms to use a marketing strategy of product differentiation.

The strategy involves a firm’s using differentiation mix and advertising to help consumers perceive activities such as product (service) activities as being better than the other competing products “(p2). Classic Airlines can begin improving its profits and market shares by focusing on marketing strategies such as “best services” in its industry by aligning a customer-centric focus and include the stakeholders in the new restructuring of the company. Classic Airlines can follow AKL’s lead in forming partnerships and alliances to expand its international market.

Both parties view the partnership as a pairing of their expansive international networks and allowing ALK an opportunity to build a platform for international growth from the West (Global airlines, 2008, p. 2). This means double benefits for their customers allowing them the additional options offering by the two companies and a chance to redeem mileage points from either of the two airlines. The Disney logo and brand name was built in 1923 on the foundation of The Walt Disney Company. Disney was founded by Walter Elias Disney and cofounded by his brother Roy Disney.

The Walt Disney Company has an estimated $35 million in annual revenues (Wikipedia, 2008,p. 1). Disney works includes his alter ego Mickey Mouse, Disneyland, records, movies and the Walt Disney World Resort. What is noteworthy of this entertainment, movie empire is the extent of its marketing strategies to communicate with their customers. Using a marketing mix, Disney’s business strategy encompasses the integrated marketing communications (IMC) that communicates a brand loyalty and consistent messages across all audiences.

The IMC is used by Disney via its management team and its internet customers. Disney takes many types of promotional mix as a direct marketing tool to communicate in an exchange with brand loyal customers and with potential customers. This allowed Disney to combine advertising, direct marketing, personal sales, sales promotion and public relations to inform customers of their products, persuade them to use them and remind them of the benefits after they have used them(Kerin,2006,p. ). Having targeted their population segmentation, Disney’s IMC and direct- marketing techniques via large mass mailings, an internet websites and internet-linked kiosks allow loyal customers and potential customers to inquire about their products and services. The IMC, direct marketing, marketing-mix and promotional-mix allows Disney to exchange information with consumers and keep updated of consumers changing purchasing behaviors.

As Classic Airlines works on updating the functionality of its current CRM and prepares for the aCRM product development, the company can benefit from a direct marketing approach. Therefore, Classic Airlines must streamline its operations in reducing staff, eliminating aircraft with high maintenance, negotiate wage salaries to match the industry market, focus on smaller planes and improve its rewards program. Once the costs have been reduce, investments can made towards the CRM system that will allow for targeting its marketing population segmentation.

Kerin (2006) states, “Like personal selling, direct marketing often consists of interactive communication. It also has the advantage of being customized to match the needs of specific target markets. Messages can be developed and adapted quickly to facilitate one-to-one relationships with customers “(p. 7). With a well developed functional CRM and aCRM data warehouse, Classic Airlines can focus on communication exchanges through direct marketing and other forms of IMC to attract new customers and maintain loyal customers. Evaluate the Alternatives

In Table 3, all the goals were ranked 5 because the aCRM is a software highly integrated system of providing massive information and data on a time-sensitive arena, there will take many stakeholders and business processes to make this new product development and implementation successful. The best features of the original alternatives were combined to create a short list of second –tier solutions because it was imperative that Classic Airlines created a change management by clearly defining its mission, objectives and align them with their aCRM objectives.

Once this has been accomplished it was in the best interests of the stakeholders that a culture of change be established internally before commissioning the aid of external CRM consultants. Due to the amount of organizational resistance due to Classic Airlines original exclusion of the stakeholders in particular the employees, it was best to incorporate any outside help only after internal organizational change and a culture of customer-centric, product-centric and employee rewards for performance were in place. Identify and Assess Risks

Many risks can be identified with the implementation of the new product development. Beginning with the risk of organizational resistance, CA will achieve more by including all the stakeholders, especially the customers in a buy-in or adoption of the new product initiative. If CEO and Board fail to incorporate a culture or organizational change by aligning the new aCRM product objective with the overall objectives of the company, the new product development and completion may be in jeopardy. As most benchmarking companies have found that an evaluation of product feasibility s the first research before adopting the new product initiative. The project feasibility will detail costs, risks, labor costs and other assessments needed to make an informed decision about proceeding with the idea. A more profound tangible risk is if enough skilled employees have. A more profound tangible risk is if enough skilled employees have the technical skills to make the new product development a success. Other risks include costs, going pass projected timeframes, and other external risks, such as the vendors failing to supply financial backing.

Other risks include software compatibility risks, decrease in profitability and returns. Risks can be mitigated by planning a risk analysis and risk management to align with every department decision making in investments and other decisions that impact the overall value of the firm. According to Seget (2008), key findings includes a risk management WBS plan is needed for CA to implement risk management principles and incorporate them in their job functions. Risks can be tracked and contingency plans in place in case they fail.

Implementing risk management in every phase of the aCRM process will ensure that “potential risks” are identified early on in the product development. A solid risk management plan can help CA face the “unknowns”; deal with “unfavorable outcomes” and “unexpected uncertainties. ” Just as the profitability analysis makes good business sense in considering any aCRM and marketing-mix program, conducting a profitability index makes good business sense to determine if the business objectives have been met. Make the Decision The final decision is to develop and implement a new aCRM to remain competitive within the industry.

However, to do that a project feasibility and project analysis will be conducted first. Both authors, Kerin (2004) and Segat (2006) agrees to results of a project analysis and market research be completed before any new CRM initiative. These finding will be placed into the new aCRM portfolio that will detail the labor costs, financial investments and workforce needed to complete the product. A management change and organizational culture will be adopted through the mission statements, governance policies, code of ethics and risk management policies.

An internal marketing approach will allow an exchange between all stakeholders. Marketing segmentation will allow CA to indentify the customers who will increase the return of investments (ROI) by conducting marketing-mix programs to identify their needs. Customer surveys will allow CA to not only identify those needs but to satisfy unmet needs and identify changing consumer behavior. The challenge for CA is not measuring the ROI or measuring the effectiveness of its total business strategies but determining the effectiveness of the customer-focused strategies.

Klenke (2003) suggests that, “It makes good business sense to bring the project to a final conclusion by determining if the projected results actually were delivered as suggested in the business plan that management approved… A decision must be made whether or to return to the pre-project situation if that is still an option” (para. 139). Develop and Implement the Solution The biggest opposition to any CRM new initiative is organizational resistance to organizational change.

The goals it to focus on the greatest resource of Classic Airlines and that is the employees, management and departments and divisions that will be equipped through communication, two-way feedback, employee communication surveys, and an organization culture that values the communication, feedback and decision making of the employees. CA will create an organizational culture within four weeks by communication, mentoring, modeling the new aCRM product project by allowing the employees to engage two way communication, decision making and two way feedback.

CA will resolve its unclear objectives by clearly stating them in their employee handbook. Once a feasibility report is conducted and the return on investment (ROI), market ratios and profitability ratios are concluded, CA will proceed to forecasting, internal marketing and environmental scanning. Employee surveys as well as feedback surveys and employee questionnaire will be distributed. The employees, customers and stakeholders will be engaged throughout the product development and implementation.

The senior management, change champion, financial officer and human resources departments will be responsible in gathering the research and reporting back to the CEO and board members. At that point information will be disseminated at all levels from the CEO and board through face to face meetings, employee internet, meetings, corporate magazine and other informational channels. Evaluate the Results The success of the current CRM and implementation of the new aCRM will be measured with ongoing forecasting and marketing-mix research.

Since these approaches allow for prediction of future trends of customers and organizational buying behaviors it can also predict the possible increase of revenues and profits that a certain product might generate. Measures such as productivity increase, cost reduction and increase in revenues are more reliable metrics in measuring and evaluating the benefits of the CRM implementation. (University of Phoenix, 2008) Many benchmarking companies like PeopleSoft, according to Seget (2004), may fail in its first product CRM attempt.

PeopleSoft adopted a PeopleSoft CRM that failed to deliver in terms of functionality for the end-user, the consumer. PeopleSoft developed another system called Peoplesoft8 that address the issues of functionality that their former system failed to deliver. Metrics such as productivity, increases in revenues were some of the measures used by PeopleSoft8. Like Classic Airlines they were facing criticisms of lack of functionality for their customers and had a problem with vendor, supplier and human resources staffing.

They became successful in adopting a new “PeopleSoft 8 CRM” that focuses on employees, targeting customers, supplier relationships and vendor relationships. Seget (2004) agrees that the success of PeopleSoft 8 CRM (PS8) was due to the focus on human resources centric or –HR-centric. Functionality was also a major concern for PS until their adoption of the PS8-CRM. Although Classic Airlines’ new aCRM is not up and running, CA can learn from PS8 by acting quickly by fully integrating the PS8 CRM system and forming a business alliances and partnerships to maximize their aCRM efforts.

PeopleSoft has been successful enough to use profits to acquire and merge with other companies and partners (Seget, 2004, p. 80). Other measures include SWOT analysis, gap analysis, and profitability index and churn rates to determine if the objective has been met. Evaluations and customer surveys must be ongoing to allow management to adjust and change their focus as customer behavior and trends change. Conclusion Classic Airlines like most industries are embarking on a fairly new concept, the CRM. Although CRM is a computer based software that provides integrated on demand information for customers, physicians, vendors and ther stakeholders, the system is only as useful if designed around the customer’s needs, wants and expectations. According to Seget (2004), the aCRM model uses analytical models and databases to integrate information that will enhance the customer desire for functionality as well as provide time sensitive information for prompt decision making by pharmacists, managers and others that rely on the CRM processes. While Classic Airlines is in its infancy, CEO Amanda Miller must present a project analysis and project feasibility before undertaking the new aCRM product development (Kerin, 2006).

According to Kerin (2006) environment scanning and must be conducted not only on its customers but on its competitors as well. Marketing target segmentation, internal marketing, aCRM initiatives, customer surveys and customer audit all work together in reaching an overall business strategy, satisfying the needs of the customer. Classis needs to reduce costs, maximize ROI, match union pay with the industry and restructure the organization with a product-centric and customer-centric focus.

Achieving US and globalization as a benchmarking organization stems from an aggressive and proactive marketing program that will operate through an updated CRM system and a future aCRM system that is designed to compensate future environmental changes and thus customer changing needs. An effective marketing program will benefit the customer and stakeholders by assessing the needs of the customer and satisfying those needs (Kerin, 2006, p. 5). Classic must remain competitive by promoting value for all vendors, supply chain and stakeholders.

To measure the effectiveness of the aCRM project and current CRM and marketing program must use customer surveys, profitability index and customer audits to determine if the objectives of CRM and marketing strat4egies are being met. Measurements must be conducted on a continual basis to allow management to make adjustments and decisions to align the CRM with the business overall business strategies. References Alaska Airlines. (2008). Retrieved November 26, 2008 from the Web site: http://www. Alaskaair. com/ Band, J. (2003). The CRM Outlook: Maturing to the next level. Computer Wire.

Retrieved November 9, 2008 from the University of Phoenix Library Business Insights Technology Web site: http://www. globalbusinessinsights. com. exproxy. |Global airlines face daunting challenges- more mergers and partnerships? (2008). Retrieved November 25,2008 from the University of | |Phoenix, Plunkett Research database. | |Kerin, R. A. , et. al. (2006). Marketing, 8e. Customer relationship and value through marketing. | |New York: McGraw- Hill. | |Klenke, M. , Reynolds, P. , Trickey, P. (2003). Leveraging Customer Relationships, 1e. Tactics to leverage customer relationship.

Leyh | |Publishing Company. | Seget, S. (2004). The Pharmaceutical CRM Outlook. Optimizing returns from operational and analytical crm. Retrieved November 5, 2008 from the University of Phoenix Library Business Insights database. University of Phoenix. (2008). Automating a Support System. Retrieved November 16, 2008, from the University of Phoenix, resource, Simulation. MBA570-Sustainable Customer Relationships Course Web site. University of Phoenix. (2008). Classic Airlines, Scenario Two. Retrieved November 21, 2008, from the University of Phoenix, resource, Scenario.

February 4th, 2023

The Relationships Between the Father and the Son

The writer used many ways to show the relatioships between charcters in the stories we have studies one of them is Anil. in Anil the writer presents confilct in relationship between the father, Appa, and the son, Anil. Anil is very uncomfortable and scared with his father, we know this because in the story it says ” his father was a burly man, a bully to his family” this explains that the relationship between the father and the son is unsual and unsafe. the word “Bully” is used to show negativity and the harmful relationship between Anil and Father.

Through the description the relationship between the characters, presents Anil’s father, Appa, as an abusive bully in his domestic environment, but a coward in the presence of the headman. “a timid mouse to the headman” – this presents a different relationship in the story where Appa is weaker in front of the head man. but becomes abuser and dangerous man in his family specailly with his wife, we know this because in the story it says ” Anil saw the bruise on her shoulder, where Appa, returning home drunk last night, had hit her”. his shows the violence relationship between the mother and the father, which totally shows no love and no respect. However, Anil’s father shows lot of love and care for Anil at the end of the story, he say “you will study hard and be an engineer, or a doctor, or a lawyer. make this father proud of you” this shows that his father is very serious about Anil’s future. he wants him to be educated and knolodgeable he cares about him. the word ” proud” shows the postivity and a feeling of self-respect and personal worth.

He want to take pride in his son’s success. The writer also used many ways to show the relationships between the characters in the stories we have studied one of them is The Compass and Torch cleverly incorporates many different aspects of family relationships into the story from the very beginning. The layout of the first three paragraphs and its content show how much the boy is in awe of the father. The second paragraph consists of four extremely short sentences, each one describing how the boy watches his father. ‘Drinking it in: the essence of Dadness’.

This metaphor shows just how much the son idolises and loves his father, implying that he wants to absorb as much as possible of him, perhaps due to lack of contact in previous years. From the phrase; ‘essence of Dadness’, we are presented with a feeling that the boy probably has missed having a fatherly figure next to him, displaying their strange and alien relationship through the story. Further into the story, we realise the importance of the torch for the family, especially the boy, in emitting hope that somehow they might rebuild their broken relationship.

The boy treasures the symbolic possession, stating it is for ‘lighting up the expedition of father and son’. This hopeful sentence evokes sympathy in the reader at how he is desperately trying to convince himself that all is well in their relationship. The sentence could either literally mean that he values the use of a torch, or when looking deeper, we see the boy hopes it might magically rebuild bonds with his father and guide his way. Elizabeth Baines uses character gestures to show the tense relationship felt between the boy’s mother and father.

After describing the man’s uselessness in being a good father, we are told the mum has ‘a choke in her voice’ and ‘a kind of snarl’ suggesting his actions have made her emotional with anger and worry. From this description, we get the idea that their relationship did not end on a good note and she is now left to deal with the consequences of constantly worrying about her son’s safety. In addition to this, the word ‘snarl’ suggests it is almost a primal instinct leading her to dislike her sons father, and the referring her to an animal shows the raw emotion inside of her.

The story uses foreshadowing within the horses on the moor to present how the father and sons relationship is destined to be broken, and is unfixable. The contrasting descriptions of the horse show how the story may turn out badly towards the end. At first, we are told the horse is ‘softly curious’; displaying the innocence of the pairs expedition and intentions. However, we are soon told that the horse ‘looks through dark, deep fringed eyes’, suggesting an almost evil malicious intention despite its innocent appearance at first.

This change in character foreshadows the events to come as, despite both father and son wanting the expedition to go well, deep down they both know that their broken relationship is far beyond repair. http://www. northleamingtonschool. warwickshire. sch. uk/attachments/article/138/Miss%20F’s%20Compass%20and%20Torch%20guide. pdf themes for Anil: Themes Dreams of the future Relationships/ Family – the role of each member of the family Culture Childhood Violence Guilt Repression Fear Love Shame Superstitions: Lack of Education? Morality – what is right/wrong Treatment of women Justice themes for compass and torch: Themes:

Relationships (between father & son) Growing up/ Childhood Hopes/Dreams Communication themes are very important in the story because Amma, Anil and Appa are very close to each other in the main story part, where the themes begins. the main themes are love, culture, guilt, fear and most important part is justic and shame. some people think that the main part of the story is where the secret of murder coulaps and no one knows about it this shows that there is so much to tell to the reader and the writer compares to village resources i know this because in the story it says: the main highlighted things in the story like . a timid mouse to the headman” and ” proud “, because there is some much more in the story colaptes in the to the characters who deals with nature and sympathy quotes for example,: ” burly “, “bully”, compares to other people no one liked him ( Appa ), because no one could ever imagine how hard is for him to deal with his children to emitt another people to help his son when he was injured and ery fraustrated, because no one did believe him in other socity nationality coraposes, and edmit that there is no one to help around him to keep him healthy and successful, we know this because in the story it says, “lighting up the expedition of father and son”. this shows that there is no lighten shown up to his father towards an emotive communication deals and suspects, which shows no related emotions and consepts effort that helps him to deal with his son alone and with very corapted situations that he would see him as a “unfixable” situation.

This extremely explains that there is no more evidence than this that can give an example to the audience that he would be in a horrible and motivated situation comparing to his life in hard legall house (where he live). the writer presents so much things to deal with, after the second report of his son’s controubution. However, legally no one tried to change the atmosphere so much within the legal documents and false/fake report, because he couldnt show the other documents in the future as if he was the right father to him in many ways like dealing with forgiveness, food, shelter, love, respect, and many other.

None of the son’s family tried their best in persuasing him to deal with this hard situation and contraboute to other nonesense language that have been used in the text. there is many example for this reason, for example, “choke”,”snarl”, “fringed eyes”, and “bruise”. this shows that the writer used so much negative words with funny language, that the reader could not notice whats going. So the main point is that the writer confuses the reader within the text he wrote, this called “malicious intention”. he writer is so much clever in so many ways to write so much things it always communicate the themes in the story that deals with the audience cleverlness and emotions. however, no one tried to deal with so many things like love, relationships, trust, loss, emotions, arguments, honesty, sadness, rejections, fear, shame, guilt, feelings, struggles, separations, curious, proud, separations, anger, attachements.

February 4th, 2023

Conflict Management in Relationships

It is good b/c it reminds us that a strong connection underlines even a disagreement. As conflict is unavoidable: we should develop constructive ways to deal. Overt is out in the open & explicit; deal in direct straightforward manner Covert are expressed indirectly. Punishes another person without accepting responsibility for the punishment. It undercuts the possibility of honest healthy relationships. Often happens when people express their feelings about disagreements indirectly. Deliberately doing something to hurt or upset another. Expressing anger indirectly means the conflict is covert .

Social Groups Shape the Meaning of Conflict Behavior Cultural membership & colonization in particular social communities affect how we view and respond to conflict. Conflict Can Be Managed Well or Poorly Range from physical attack to verbal aggression to collaborative problem solving. Each message may resolve differences. Some methods are preferable to others. One main reason conflict is poorly handles is that it often involves intense feelings which man people don’t know how to identify or express . Though it tends to be thought of as negative, conflict is beneficial in a number of ways.

When managed properly, helps us grow as individuals, deepen our insight into our ideas & feelings, allows us to see Poss. other than our own, enhances relationships & deepens understanding of catheter Ill. There are three basic orientations people have toward conflict. Lose-lose approach Conflict results in losses for everyone; unhealthy & destructive to relationships. Lose-lose assumes the conflict is inevitably negative. People who adopt it try to avoid conflict at all costs This approach works well when we are trying to figure out if we need to engage in conflict, especially if the issue is less important than others. A win-lose approach One person wins at the expense of the other.

People who see this way think that disagreements are battles & can have only 1 victor. Places value on individualism, self-assertion, and competition. Not common in cultures that prioritize cooperation, keep others from failing, finding areas of agreement C. A win-win approach Usually ways to resolve differences so that everyone gains. A good solution is one that everyone finds satisfactory. People who adopt win-win often discover solutions previously UN-thought of b//c they are committed to their own & others’ satisfaction. Sometimes the result of compromises provide confirmation & protect the health of the relationship . Most people have relatively consistent patterns they employ to respond to conflict.

We use exit responses when We see conflicts as a win-lose situation may exit physically or psychologically if they think the will lose the argument Although sometimes setup to Dread Trot ten conflict to cool or, It tents to be destructive. As a forceful way to avoid conflict, it is active B. We use neglect responses when we think the escalating disagreement will harm everyone or the person thinks they will lose if the conflict progresses C. We use loyalty responses when focusing on what is good & desirable about the relationship & minimizing its problems. Loyalty is silent allegiance & doesn’t actively address conflict so it is a passive response. Preserves relationship, is constructive in the short term. Likely to spring from a lose-Lose orient towards conflict.

Believe disagreement hurts all, may remain loyal to relationship & not try to work through differences D. We use voice responses when we address a conflict directly & attempt to resolve. Tend to ID problems or tensions & assert desire to deal with them. Is the most constructive way of responding to conflict. Fostered by win -win V. The communication pattern we choose during conflict can help or hinder the relationship. A. Ineffective communication Can hurt individuals, damage relationships & undermine the possibility or resolving problems. Unproductive Communication Patterns reflect a reoccupation with oneself and disregard for the other. As a result, communication tends to be negative .

Early in the process, we use communication that discussions the other person. Cross-complaining happens when one person’s complaint is met by a counter complaint. Once a negative climate has been established, we maintain it by engaging in additional negative communication (e. G. , strengthening). In the later stages of the conflict, all parties feel the pressure to resolve the conflict, usually on their own terms rather than taking the other person’s proposals into account. Constructive communication during conflict creates a supportive positive climate, increases the possibility of resolving differences without harming the relationship .

Prior to the conflict, people confirm each other by recognizing and acknowledging each other’s concerns and feelings; when the conflict arises, they know that they are both working together to come up with a solution. In the middle stages, everyone focuses on the specific issues at hand and eliminates all potential distractions, including previous conflicts. Bracketing Noting an issue arising in the course of the conflict that should be discussed later. Allows partners to confirm each other’s concerns by agreeing to deal with them later. In the later stages, both partners engage in contracting, building a solution through negotiation & acceptance of parts of proposals.

There are several skills that are essential for effective conflict management, including attending to the relationship level of meaning; communicating supportively; listening mindfully; taking responsibility for your thoughts, feelings, and issues; checking perceptions; looking for points of agreement; looking for ways to preserve the other person’s face; and imagining how o will feel in the future. Attend to the relationship level of the meaning. We need to focus on the entire system in which communication occurs rather than Just on the conflict or disagreement. Communicate supportively. Monitor your communication. If we care about the other person and our relationship, we should aim for a win-win approach. Listen mindfully. Take responsibility for your thoughts, issues, and feelings. Check perceptions.

Look for points of agreement. LOOK Tort ways to preserve tenet e n RSI race. Imagine how you’ll feel in the future. Guidelines for effective communication during conflict. Focus on the Overall Communication System- Conflict is part of the larger whole & we must make the whole healthy B. Time Conflict Purposefully- Timing affects how we communicate about conflicts. 3 ways to use Chronics I. Try not to engage in serious conflict discussions when one or both people will not be fully ‘present’ it. Considerate & constructive to deal with conflict when each can talk constructively about the problem. Iii. Use to promote positive conflict (bracketing) .

Tit-n For Win- If you enter conflict with the assumption that you, they & the relationship will benefit, you will likely bring a better resolution for all D. Honor Yourself, Your Partner & The Relationship It is important to keep all. In balance, especially in conflict. Communication is impossible if we disregard or demean the other persons needs & feelings E. Show Grace When Appropriate Granting forgiveness & putting aside our own needs even thought there is no standard saying that we should or must do so. Also isn’t allowing others to have their way when we have no choice. Involves letting go of anger, blame & Judgments and is given without strings.

February 4th, 2023

Building Healthy Relationships Requires Collaboration and Mutual Appreciation

Table of contents

Building mutually beneficial business relationships is more difficult than people think. It’s not just about whether you can trust someone anymore, it’s whether you can expect the other side to add substantive value.

Unfortunately, we live in a business world fueled by greed, self-aggrandizement, and artificial relationships that lack real depth, purpose and meaning. For example, a company’s good intentions to build momentum through partnership and mutuality is met with an act of deceit when the other party attempts to get the most out of them without any desire to contribute and add value to the relationship.

I found myself in such a situation recently when I was asked by a client to help one of their external partners, a leader from a highly reputable organization. During our call, the leader kept asking me questions, requesting proprietary information and several other times crossing the line with the types of questions and requests that were being made. Never during the call did this person ask, “What can I do for you?” It was all about this other leader’s needs.

This experience revealed three things about the leader:

he didn’t value the relationship with my client enough;
he lacked professionalism and common courtesy; and
he didn’t have any real substance or possess any real knowledge or wisdom.

In fact, it was clear that the leader was on a desperate treasure hunt to find answers.

Without reciprocity, it’s a zero-sum game. Creating and sustaining momentum is impossible. Yet this leader didn’t care about building a relationship – only about his own agenda. His selfish actions reflected an attitude that made me begin to question the integrity of the organization and brand he represented.

If this leader’s CEO would have heard the call, I can assure you this person would have lost his job for two reasons in particular that must be avoided in our efforts to build mutually rewarding business relationships:

Failure to collaborate and contribute in meaningful ways.

Successful relationships are the byproduct of each party sharing the harvest of one another’s best practices, knowledge, and wisdom. Relationships can’t build momentum when one of the parties lacks the desire to collaborate and discover new ways to win together.

Those who consistently fail to reciprocate are the leeches. This is the type of individual that steals and/or takes the credit for the other’s ideas and strategies. They lack the courage and vulnerability to admit they don’t have the answers and instead are in search of manipulating others to share the harvest (i.e., intellectual capital/know-how) without wanting to do the hard work. These types of leaders do not have your best interests at heart; they only care about their own agendas. They are not willing to compromise to make the relationship mutually beneficial.

When business relationships lose sight of the mission and there is not enough balanced strategic focus between the objective and the outcome – this is a sign that the relationship can’t sustain itself over time. It’s best to respectfully break free and move in a new direction.

Lack of appreciation and gratefulness.

Oftentimes, business relationships grow complacent to the point where one of the parties begins to take the other for granted. When you or the other side of the relationship begins to lose appreciation for what the other is trying to accomplish for the betterment of a healthier whole, respect quickly begins to fade.

If you can’t find respect in a business relationship, you will never create and sustain momentum together. When respect reverberates throughout a relationship, it multiples the impact of the relationship. Without respect, trust is lost, complacency rises and reciprocity fades. If you ever detect that you are losing respect from others, course correct and part amicably before tensions rise and problems escalate.

In the end, success comes most to those who are surrounded by people who want their success to continue, and that includes your business relationships. Nurture those relationships founded on the trust and mutual respect that comes from having each other’s best interests at heart. But also know when to let go of a relationship that’s all about the other’s agenda, where things are always being asked from you but never for you, and where the more you give the more they try to take.

To learn more about building mutually beneficial relationships, join me on October 27 at 12 p.m. PST/3 p.m.EDT for a FREE 30-minute webinar on.

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