Challenges of Relationship Management with Customers in Business Environment

Written by Maja Djurica, Gordana Tomic, and Mile Smardzic, the article â€Å"Challenges of Relationship Management with Customers in Business Environment† was published on the Cambridge Business Review Journal, Volume number 17, Issue Number1. It appears on page 214-219 of the journal. The article explores the Customer Relationship Management (CRM) as an important strategy of establishing and enhancing relationships between suppliers and their customers.Advertising We will write a custom critical writing sample on Challenges of Relationship Management with Customers in Business Environment specifically for you for only $16.05 $11/page Learn More In the article, the CRM strategy is identified as essential in promoting customer loyalty, which leads to increased business profitability, and low business costs (Djurica, Tomic, and Smardzic 214). Fundamentally, CRM aims at building a loyal customer base that consists of strategically important customers to promote business performance in an organization. In CRM, the relations benefit both the business and the customers. By providing services that meet the expectations of customers such as high quality services and other benefits, customer loyalty is established (Djurica et al. 214). Moreover, customers are more likely to remain loyal to a particular company to minimize time and psychological costs associated with seeking services from another company. The Development of CRM relationships The development of company-customer relationships is gradual and involves many stages. Initially, a customer may not be aware of the company’s wares and thus a stranger to the company (Djurica et al. 215). At this stage, the management establishes a communication channel with the potential customers aimed at informing them of the company offerings and persuading the customers to try the same. After the initial stage, the customer becomes an acquaintance to the company. At this stage, the ma nagement aims at satisfying the customers, removing any existing uncertainties, and promoting the company image to the customers (Djurica et al. 216). Offering quality products or services comparable to those of competitors is essential at this stage. In the next stage, the customer becomes a friend to the company, which is enhanced by regular purchases. Through regular purchases, the management acquires specific knowledge of customer needs and tailors its wares to meet the tastes and preferences of the customers ((Djurica et al. 216). Additionally, at this stage trust relationships are established. The trust relationships are essential in development of partnerships between the customer and the company ((Djurica et al. 216). When the company and the customers become partners, the company adjusts its offerings to suit customer demands and consumer changing needs. Additionally, the company aims at strengthening the relationships and maintaining customer loyalty.Advertising Looki ng for critical writing on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More Djurica et al. hold the view that, for a relationship to develop from friendship to partnership, the company must utilize customer information more effectively than the competition (216). Furthermore, the company must continually improve its offerings and programs in line with the changing consumer needs. CRM faces many challenges in its implementation in many companies, as a strategy to gain a competitive advantage over other businesses. Firstly, due to the amount of customer data involved, CRM may fail to integrate customer data properly in building stronger customer relationships (Djurica et al. 216).. Most of the CRM initiatives also fail to get the intended user adoption and instead affect customer relations. This often arises because the loyalty programs and marketing strategies used are intrusive and inappropriate to customers (Djurica et al. 217 ). CRM may also become ineffective if it fails to integrate other business applications. Additionally, government legislations also limit full implementation of CRM systems. The restriction regards the use of the customer data in promoting company products and services ((Djurica et al. 217). Customer Experience Management The management of customer relationships is often difficult and challenging. Most companies undertake to manage the customer experiences to overcome these problems. Under customer experience management, three levels are identified; customer experience regarding the brand, transaction, and relationships (Djurica et al. 217). Through interpersonal relationships that relate to a given brand, brand experience can be established which is beneficial to the company. Brands have a connection with customer relationships hence essential in CRM. Focusing on brand experience strengthens relationships associated with brand personality (Djurica et al. 218). Brand relationships a re developed when the brand has a symbolic value that meets the psychological needs of the customer hence ensuring customer satisfaction. Therefore, experience focused customer management aims at offering products that meet customer needs and satisfaction. Djurica et al. contend that, in order to maintain profitability, companies should terminate relationships with non-profitable customers (218). Additionally, customers with poor credit rating or dysfunctional customer behavior affect the business performance. If anything, dysfunctional customers affect the morale of employees negatively.Advertising We will write a custom critical writing sample on Challenges of Relationship Management with Customers in Business Environment specifically for you for only $16.05 $11/page Learn More Therefore, ending a relationship with such customers to maintain business efficiency is essential. However, termination of a relationship with unprofitable customers should be done carefully to avoid negative publicity that might tarnish the company image (Djurica et al. 219). Critique of the Article The article offers an overview of the customer relationship strategy as an effective tool for attracting and maintaining customers and improving company profitability. The rationale given for establishing CRM by companies is one of the strengths of the article. The authors associate quality product offerings as a way of ensuring customer loyalty. Further, the article identifies human behavior as connected to consumer behavior and loyalty, hence an essential component of CRM. However, the article fails to provide substantive reasons why companies adopt CRM as a business strategy. Only two reasons are identified viz. increased profitability and reduced business costs. In the article, various analogues expound on the different aspects of CRM; for instance, the â€Å"leaking bucket† explains the importance of investing strategically in significant customer s as opposed to seeking new customers. The article also excels in outlining the stages of development of CRM relationships. It identifies the inputs from the management of the company that can spur the growth of CRM relationships. The authors identify dysfunctional customer behavior as non-beneficial to the company; hence, it should be terminated. With regard to presentation, the challenges of CRM, which is the main theme of the article, are not addressed adequately. The article also fails to specify the key challenges that face CRM coupled with failure to present the challenges in a sequence. Challenges often arise in the implementation of the CRM; therefore, effective implementation plans are essential. However, the article does not explain how poor implementation strategies relate to failure of CRM to meet expectations. Additionally, the reasons why companies implement CRM are vague and unclear. Themes and main points do not come out clearly, and much of the information provided cannot account for the increased adoption of CRM management. There are also grammatical mistakes as well as poor sentence structure presentation. The reference sources for the article provide information to support the authors’ arguments. However, most of the sources cited in the text do not appear in the references. For instance, in the customer experience management, the authors identify three levels of customer experience as suggested by O’loughlin Szmigin and Turnbull.Advertising Looking for critical writing on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More However, this reference source does not appear in the references. The authors also identify the three areas of interest that influence customer loyalty by O’Malley and Prothero but do not cite this source under the reference list. This indicates that most of the sources used in the article are neither valid nor reliable sources for further reference. Most companies have implemented the CRM strategy as a way of retaining customers and remaining competitive. The article adds important value to understanding of CRM relationships in two ways. Firstly, it identifies the stages of development of CRM relationships and outlines what the management of the company should do to foster customer relationships. Secondly, it specifies customer experience as the next front in CRM relationships. The authors advise businesses to terminate unprofitable customer, problematic customer relationships, and invest in a strategically important market segment to cut down business costs. In my opinion, the importance of CRM relationships to a company and customers is well explained in the article. Additionally, the stages of developing effective CRM relationships and the new concept of customer experience are major contributions of the article. The article also excelled in explaining the importance of terminating problematic or dysfunctional customers and investing in loyal customer. However, the key challenges that affect the implementation of CRM relationships do not come out clearly. In conclusion, I think the costs of implementation of the strategy and managing the CRM application is the main challenge facing CRM implementation. Additionally, setting out clear objectives prior to implementing the CRM would promote its effectiveness and adoption by users. The implementation of CRM should be a joint strategy between IT department and management to ensure its success. Properly designed training programs aimed at providing essential skills to managers would enable them to utilize the CRM system effectively. Additionally, CRM strategy is a cultural change, which should be implemented in phases to ensure its success. Works Cited Djurica, Maja, Tomic, Gordana and Smardzic, Mile. â€Å"Challenges of Relationship Management with Customers in Business Environment†. Business Review Journal 17.1 (2011): 214-219. This critical writing on Challenges of Relationship Management with Customers in Business Environment was written and submitted by user Maddison Valentine to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Television Advertising

Television Advertising Free Online Research Papers Television commercials are viewed by millions on a daily basis and are considered to be very influential on today’s society. Television advertisements can be used for a variety of reasons, but are mostly used as a marketing tool to attract a targeted audience to increase sales for companies or to send messages to the public. Although television commercials have grown in popularity over the years, state of the art live television recording capabilities that are offered by leading cable television providers, the heavy influence that the broadcast companies utilized is now at risk of going un-noticed. Television advertising is defined by entrepreneur.com as 10- to 60-second commercials on network television stations (entrepreneur.com). Television advertising in today’s society is used for many things. Commercials are used to send messages to consumers to increase sales for companies. Advertisements are also used by politicians to increase popularity among potential voters to gain support for their political campaigns. They are also used to increase awareness for many causes such as; animal cruelty, global warming, humanitarian efforts, as well as drug, sex and alcohol awareness. Ultimately the goal of advertising is to take one of these many ideas and market it to the population. Before television advertising the radio was the nation’s primary source of mass-marketing. All of that would change during a Dodger vs. Phillies baseball game on July 1st 1941 when United States of America would witness the first ten second television advertisement for the Bulova watch making company (bulova .com). Since then television advertisements has come a long way. With catchy slogans and popular jingles, television advertising has changed and shaped the nation. From its black white beginnings to the now colorful, sleek, visually stimulating commercials; television advertising techniques have attracted a wider variety of audiences. Race, sex and age are some of the many audiences that advertisements can target. Race is a difficult to take into consideration when it comes to targeting the population. You can run into the risk of segregating a group and possibly stereotyping as well. Pepsi has compiled a collage of images dating back from the 1960’s to the present. The images include different races enjoying activities together as well as returning from war and waving the American flag (â€Å"Race Becomes More† 2009). The advertisement portrays a visual diversity to connect to wider audiences. The effect that this new strategy of advertising has on society is believed to be shown in a positive light. Blacks and whites can enjoy activities together and no longer separated. There are some advertising techniques that are incorporated into commercials to attract gender and age specific audiences. You might see a television commercial advertising a brand new vacuum or cleaning product, but the character in the commercial is a woman and she is shown vacuuming the carpet or cleaning the house. Maybe you have seen the Axe brand commercials for deodorant. These commercials portray a male using this product and afterwards he is irresistible to woman. The techniques used in these commercials attract gender specific audiences in order to increase sales. Television advertising has increased in popularity since the 60’s until now. Commercials are a simple form of advertising because they are viewed by millions and companies sometimes only need to produce one commercial. Although it may be simple to create a television commercial, it is no longer cheap to acquire air time from broadcasting companies. The Superbowl is a nationally covered television event. The advertisements during this event are just as popular as the game itself. The price for 30 seconds of airtime during this event can reach upwards of 2.7 million dollars. Companies could see this as a sound investment due to the high viewer ratings of 90 million in population. Over the years there has been an increase in airtime for these commercials during programming as well. An hour long program in the 60’s contained an average of 51 minutes with 9 minutes of advertising. Today programming has been shortened to 42 minutes with the remainder of time as an allotment f or advertising. Television advertising has managed to obtain more airtime in order to reach the highest numbers in viewers, there are still more ways for them to get your attention. If for some reason you do not have access to a television, corporations will bring television advertising to you. To further reach more viewers, companies have invested in installing televisions in grocery stores and even gas station pumps. Convenience stores like Wal-mart have televisions suspended over the isles to advertise products that are on sale in the store and gas companies have advertisements playing while you pump your gas. There are many methods to that companies utilize to ensure they reach as many viewers as possible to increase sales. Have they come up with this new method of communicating with the population for a reason? Are viewers not interested in television commercials anymore? With features of live television recording and digital video recording offered by leading cable and satellite networks, viewers are now able to record their favorite programs and watch them at a later date and fast forward through commercials. This can pose as a threat to the future of television advertising as many viewers prefer this method to avoid those pesky commercials. However, new forms of advertising are coming around to combat possible dilemma. Banners and logos are now present at the bottom or top of the screen during programs. Sponsors and companies often utilize product placement within the programming as well. New ideas are being formed by advertising teams in order to combat the possible drop in viewer ratings during commercial breaks due to new features like live television recording devices. Television advertisements have been used by corporations to increase sales as a mass-marketing tool to reach millions of viewers on a daily basis and also by political parties to increase the likely hood of election. Marketing teams incorporate a number of techniques into the production of advertisements to attract a specific audience to a product and because it works so well the popularity of television commercials and their use has skyrocketed over the last few decades. Although they are a popular form of advertising they are threatened by new features offered by cable and satellite television providers. Digital video recorders and live television recording capabilities offer viewers the opportunity to record television programs and fast forward through commercials, exposing themselves to less commercial airtime. References MSNBC (2009, March 1). Race becomes more central to TV advertising. MSNBC. Retrieved January 18, 2010, from http://msnbc.msn.com/ id/29453960/ Research Papers on Television AdvertisingMarketing of Lifeboy Soap A Unilever ProductRelationship between Media Coverage and Social andEffects of Television Violence on ChildrenAnalysis of Ebay Expanding into AsiaAnalysis Of A Cosmetics AdvertisementMoral and Ethical Issues in Hiring New Employees19 Century Society: A Deeply Divided EraWhere Wild and West MeetThe Effects of Illegal ImmigrationHip-Hop is Art

Call midwife series 1 episode 5 Coursework Example | Topics and Well Written Essays - 250 words

Call midwife series 1 episode 5 - Coursework Example The fact that nurses are trained on a wide range of issues related to care make them a viable source of help for disenfranchised people. Sins: Were you surprised at the response of the nuns to the relationship of Frank and Peggy? Given the stance of the church on these things, were they wrong to accept and care for Frank and Peggy? Defend your position on this issue. The fact that the nuns accepted the relationship between Peggys and Frank was not surprising at all based on a number of reasons. To begin with, the nuns being called to serve and protect the interest of everyone have a responsibility to offer an acceptance to anyone despite their decisions in life. Secondly, Peggys upbringing and way of life is not that of a nun (PBS, 2013). The nuns must have understood the fact that Peggy is not a mainstream nun and did not expect to work in a convent, but a private hospital (PBS, 2013). It, for this reason, compels the nuns to accept her decisions because though she may subscribe to the beliefs of the church, her orientation is not to be a

BMW Group Case Study Example | Topics and Well Written Essays - 1750 words

BMW Group - Case Study Example The limited profits earned by the company were due to the "model life-cycle factors" which significantly enhanced the car sales volumes. During this period, the BMW group sold less than 350,000 automobile units, which includes BMW, Mini and Rolls-Royce. The figure of the units sold was less than 5percent against the units sold in the previous year. During the contemporary year, more than 1,200,000 units were sold in the market which is approximately 2percent greater than previous year's figure. The financial performance of the group is severely restricted by the "market conditions for the motorcycle business"; the conditions are regarded as severe and crucial for the market. The sales of the motorcycles produced by BMW have shown similar trend, during the third quarter of the running year the sales volume is almost equivalent to the sales of the previous year. The units of motorcycles sold in the market were less than 3percent of the figures sold in the previous year. The financial c risis has been responsible for the negative impact of the BMW group. In the wake of international economic crisis, the customers have practiced reluctance in procurement of the automobiles unit, "the third-quarter revenues reported by the company, decreased by 8.6 % to euro 12,588 million". During the running economic recession, the company was able to collect revenues of euro 40,425 million, which was highest than the figures of than the figures of the previous year. The variation in the foreign exchange rates was also responsible for the improvement in the revenue generation, "the BMW Group revenues for the nine-month period were up by 5.1percent". The BMW group was controlled its expenses, and residual expenses have been eliminated, "the company increased the cumulative amount of expense recognised for additional risk provision for residual value and bad debt risks to a total of euro 1,037 million". The brief financial outlook for the BMW group for the third quarter of the runnin g year is reduction in the earnings by euro 258 million, profit dropped by 60percent to euro 387 million. The pre-tax earnings of the BMW group were truncated by the external factors, "pre-tax profit stood at euro 279 million for the third quarter, the amount is 63percent lower than one year earlier, while that for the nine-month period fell to euro 1,522 million" (Citigroup, 2008). The net profit earned by the company stood at euro 298 million for the third quarter. The running economic recession has severely dampened the financial outlook of the company for the years to come (Bilgen, 2004). The business conditions are not encouraging, the market is volatile, and this has "deteriorated further for the BMW Group over the past months". The financial crisis has escalated, and there is strong possibility of this recession will cause "noticeable reduction in consumer spending in numerous markets" (Citigroup, 2008). The BMW group is yet to experience the environmental challenges; the growing understanding of the consumers about green house gases emission has developed reluctance among the customer to acquire goods which shall be detrimental for the environment. The BMW group is trapped by "significant level of volatility on the financial and commodity markets, this poses the risk of even greater uncertainty". The purchasing power of the consumer has depleted, "private consumption and consumer confidence have dipped perceptibly, particularly in the USA and Europe".

Setting the Stage for Strategic Compensation and Bases for Pay Essay

Setting the Stage for Strategic Compensation and Bases for Pay - Essay Example However, it is important that compensation structures are aligned with the strategic objectives of the business. Three of the main goals of compensation departments in organizations are to attract talented personnel from the industry and help provide a certain amount of flexibility to the needs of the department; improve morale of employees and motivate them to ensure the existence of an innovative and knowledgeable workforce; as well as maintain salary standards which are competitive in the industry. Contextual influence posing greatest and least challenge for companies’ competitiveness Some of the external, as well as internal, conditions of a firm can determine the nature of pay structure which it would design or which would be appropriate for it. Most importantly, the supply and demand of labour in the market would be a serious consideration while designing its pay structure. Shortage of a particular skill in the market might imply that the organization might have to pay a higher price for those skills, and vice versa. In fact the demand and supply of labour in the market is the determinant of the existing wage rates at that region too (Prakashan, 2009, p.14). The other very important factor which would pose serious challenge before an organization is the prevailing market rates. This can be also termed as the comparable wages or the ongoing wage rates. The compensation policy fixed by an organization must necessarily confirm to the wage rates paid by other competitors in the industry. Otherwise, it might result in employees leaving the organization getting attracted towards those with higher salary packages. The cost of living also accounts for an important criterion based on which organizations develop their compensation structures and plans. It is crucial to make adjustments in pay depending on the increases or decreases in the cost of living index. When organizations fail to reset their salary structures according to the changes in the living ind ex, it can face resistance from employees and unions demanding higher wages. This could be challenging for the organizations (Prakashan, 2009, p.14). Apart from the above serious threats there are certain issues which are also crucial for determining compensation structures but which pose challenges before organizations to a lesser extent. The ability of an organization to pay or its affordability is crucial to determine its pay structure. Degree of profits, costs of production, sales revenues are some aspects which must be evaluated before designing pay structures. Psychological and sociological factors greatly determine the extent to which an employee would be willing to put in effort in his job. A person’s psychological perception helps him equate his wage or salary levels as a measure of the extent of success he has earned. Lastly, rapid technological developments have been the main cause of rapid development of skills of employees. The level of wages of these employees h as also been changing correspondingly. Thus, it is important that organizations keep track of changes in skill levels and wage level of

Application Of Therapeutic Communication In Mental Health Setting Nursing Essay

Application Of Therapeutic Communication In Mental Health Setting Nursing Essay Communication is an interactive process of transmitting information between a speaker and a receiver as stated by Townsend 2012.According to Townsend 2012, therapeutic communication is all about caregiver verbal and nonverbal techniques that focus on the care receivers needs and advance in the promotion of healing and change (p.153). Therapeutic communication plays an important role in providing holistic care to patients in general whereas to Psychiatric patients in particular. Mr. X is admitted in private psychiatric unit I encountered a patient who was diagnosed with substance abuse with co morbid of antisocial behavior. I was taking history of patient suddenly the area Staff came and interrupted in conversation and state criticizing sentence to patient in front of me by which patient felt guilty. From my point of view it was not the proper way of communication. There are different types of therapeutic communication. Two of them are verbal and nonverbal communications. According to Townsend 2012, verbal communication is that communication in which some body can speak some words to somebody while nonverbal communication is that in which the person himself does not speak some words but he shows his body language to convey or to send his message to his receiver. It is really difficult for us as health care providers to know about patients through any other way. One thing which helps in providing patient centered care is communication. Without communication it is not possible to know all the medical history of patient which is a building block of the care, by which health care providers find what, is the actual condition of the patient. According to Townsend 2012, Therapeutic communication helps in increasing, exploration of feelings and faster understanding of behavioral motivation. It is nonjudgmental discourages defenses and promote trust. Therapeutic communication, a term coined by Ruesch 1961, is defined as a purposeful form of conversation, serving as a point of human Contact between nurse and client and allowing them to reach common health-related goal through participation in a focused relationship. Therapeutic conversations are similar to those Used spontaneously in social communications, with several notable distinctions. Self-disclosure By the health care provider is limited to meeting the health-related goals of the relationship. In Contrast to social conversations, therapeutic conversations have a serious purpose related to Improving the health and well-being of the client. Therapeutic conversations in health care are Designed to help clients learn about their illness and how to cope with it, to comfort dying Persons, and to assure them that someone is there to be with them and ease their suffering Pearson, Borbasi, Walsh, 1997. Therapeutic conversations help make illness bearable by reinforcing self-esteem and supporting the natural healing powers of a person Peplum, 1960. The purpose of therapeutic communication is to provide a safe place for the client to explore the meaning of the illness experience, and to provide the information and emotional support That each client needs to achieve maximum health and well-being. In many ways, the nurse Functions as a skilled companion, using communication as a primary tool to achieve health goals (Pearson, Borbasi, Walsh, 1997). According to Townsend 2012, culture values are differ from one another for example, in Northern areas culture the females meet their elders by hand shake pay salaam than kiss their hands in the sense of respect that is a behavior which is appropriate in that area. The nonverbal showing of social status or power has suggested that high status seems through his gestures that communicate their higher power position such that, the less eye contacts have a more relaxed posture. The environment where we live can effected the communication in the certain culture of interact some people who feel easy and reject to speak during a group therapy, sessions are conducted to discuss openly the problems privately one to one basis with the nurse. The territory and culture are aspects of environment that communicate mass distance begins by which various cultures use space to communicate Hall 1966, According to Townsend 2012, distances matters a lot in communication the certain communicational distances are as follow, Personal distance should be 8 to 40inches, Social distance should be 4 to 12feet, the public distances should be 12feet, and the intimate distance should be 0 to 18inch in UK. According to Sunder 2010, The unrecognized differences in cultural in à ¢Ã¢â€š ¬Ã‚ ¦ can result in assessment and interventions that are not optimally respectful of the patient and can be taking signally or by can be half .health care providers not having only knowledge about cultural as but also having awareness about their own cultural identities, especially important are Nurses own attitudes and beliefs towards those different cultures if nurse having knowhow then she might be able to maintain good relationship with client while taking care of the patient the nurse communication style , use of eye contact perception of patient culture are basic things for communication nurse should know this. During my clinical rotation I came across the client in a ward who was dumb , no matter attendant was with him at that moment when I assigned on that patient his attendant was went outside ward I face difficulty in providing quality care to the patient. I personally become more anxious becau se of lacking the primary history of patient even though, I study from patient profile and red folder but I am unable to get more past medical history of patient so that I am unable to provide quality care to patient. I fell low because I was trying to understand patients nonverbal message but am failed. From then I get the importance of communication in health care settings, not only in medical field but every fields and in life. Through communication we come to know and share our feelings to our relatives we understand and learn through the communication. Active Listening is the one of therapeutic communication which is effective with clients begins with active listening (Bush, 2001). Active listening requires not only the act of hearing with the senses but also an active interpretation of what is heard, with feedback given to the client and often a request for validation. Gadow (1995) suggested, In composing a narrative between nurse and patient, it does not matter who is author, because each is poet; it matters only that there are enough words between them to make a story (p. 11). According to Alderman (2000) refers to active listening as an art. Active listening is defined as a participatory process in which the nurse listens not only for facts but also for the underlying meaning of the communication with its attached values, attitudes, and feelings. As such, active listening is a dynamic, interactive process in which a nurse, hears a clients message, decodes its meaning, and provides feedback to the client regarding the nurses understanding of the message. Active listening means listening without making judgments or letting your own perceptions serve as a barrier to really hearing the client. The goal of active listening is to fully understand what the other person is trying to communicate. Often the full meaning of the senders message or intent is not readily apparent. It can be distorted when the listeners values, expectations, and experiences impose a perceptual filter on a message. Thus, two pe ople may hear the same conversation and derive entirely different meanings from it. For this reason, frequent validating with the client and self-awareness on the part of the nurse are essential elements of the therapeutic communication process. The nurse should be sensitive to not only what was being said but also to how it was said and to what is left out of the message as well as to what is included. Included in each participants communicated message is important nonverbal instructions met communication about the interpretation of the message. These can include body posture, gestures, tears, laughter, facial expressions, and vocal tones that reinforce or contradict the verbal message. The listener notes the tone of voice, the pauses in the conversation, and his or her own intuitive feelings in receiving the message (Metcalf, 1998). The listener consciously uses both met communication and minimal verbal cues to encourage further communication. Referred to as attending behaviors (B ox 10-1), these listening connections invite the client to communicate at a deeper level with the nurse. They convey both interest and a sincere desire to understand Straka, 1997. Attending behaviors let the client know that you are focused on understanding their situation and that you are open to whatever the client has to say. Attending behaviors require frequent check in to make sure that what is being observed or heard is accurate. For example, the nurse might say, Id just like to check in with you to make sure that I understand. Are you saying that? It also is important to put observations about nonverbal behaviors into words, with a request for validation: I notice that you seem very quiet today. The barriers to effective communication which are giving advice, offering false reassurance, being defensive. Showing approval/disapproval, Stereotyping, Asking why, changing the subject inappropriately. Falling to listen evaluating communication. Process recording verbatim account of a conversation includes verbal and nonverbal interactions analyze in terms of process content as it therapeutic?.What would I do deferent the next time. Client Records the purposes of communication care planning quality review research decision analysis education legal documentation, reimbursement and historic documentation. Methods of documentation source oriented, problem oriented, PIE is the Problem, Intervention, Evaluation, focus charting data, Action, Response, charting be exception, case management model and the computerized records. Guidelines for effective documentation. Agency policies, documentation forms, Accountability, Confidentiality. Confidentiality; ANA Code of Ethics The nurse safeguards the clients right to privacy by judiciously protecting information of a confidential nature. Use initials, not full name, on notes. AHA Patients Bill of Rights. The patient has the right to expect that all communications and records pertaining to his care should be treated as conf idential. Need to know the basic content, complete, accurate, relevant factual (not inference, opinion), timely, sequential, legally prudent. REFERENCES Townsend,M.C.(2012).psychiatric mental health nursing:concepts of care in evidences_based practice.(Ed.7th).Philadelphia,PA:F.A.Davis company. Halter, M.J.and Varcrolis,E.M.(2010).Psychatric mental health nursing:A clinical approach.(Ed.6th).Elsevier company. Hall,E.T.(1966).The hidden dimension.Garden city NY: Double day.

Comparing the Gothic Revival in England Before and After 1820 Essay

Comparing the Gothic Revival in England Before and After 1820 The Gothic revival in England before and after 1820 was very different in many ways. Before the start of the Gothic revival the mediaeval style, since the last Gothic structure in 1509 of Henry VII ’s chapel, was seen as irrational and illogical and as one man described it as barbaric. This was one of the main causes that the mediaeval buildings of the 18th century fell into disrepair. During the Cromwellian period many Gothic buildings were classical in the interior and church interiors in the 17th century became increasingly boring and plain. Many statues, altars and windows were destroyed. Some attempts at gothic architecture were made in 17th century but many were a mix-match of ideas. Even though in the early1600’s there was an early flowering of mediaeval architecture with the Kings College in Cambridge. This carried on in to the 18th century where more and more people dabbled in the gothic style with out a full understanding of how gothic architecture worked as a structural system. They confused stages of the gothic period, which were later defined by Thomas Rickman in is writing, and also used Classical forms such as pilaster and venetian windows. Many interiors were of a classical form a layout and some times other style were thrown in. Some gothic forms were even used on the exterior of building where they didn’t perform the function they were meant to. This shows how little the architects of the 18th century studied the mediaeval and how little they understood it. The interest of Gothic grew more and more as gothic was seen to stimulate the imagination. It was seen as part of English romantic tradition, which sparked off an interest in artificial ruins in landscape design of the 18th century. Which was used as a means of heightening the atmosphere of the garden. An example of some artificial ruins is that of Wimpole hall designed by James Essex in 1768. Another inspirational architect in this time was William Kent. His designs using ogee pointed arches with a classical cornice inspired Batty Langley to produce a study in which he analyzed Gothic in terms of classical orders. A comparison with true mediaeval and Gothic architecture at this time shows that at this time all Gothic architecture was a decorative style to be applied as ornament to regular structures and s... .... After the houses of parliament burnt down the chosen style was Gothic not Classical. Pugin undertook all of the interior work. Another example was Scarisbirck Hall in Southport built in 1837 the great hall was with a timber framed roof with no classical plaster ceilings and it was all based on knowledge of the mediaeval architecture and all materials used were true. Pugin’s own house in St. Marie’s Grange built in1835 is based mediaeval vernacular forms it is stone built simplified Gothic and it used the theory of fitness for purpose. With regard to his house and his other works he said ‘a picturesque that arises out of strict utility’. John Ruskin(1819-1900) was very influential, his writings ‘Seven Lamps of Architecture’ influenced many people he had many similar view to Pugin apart from the fact he was Anglican and he led the way it their Gothic Revival. He also had a hope that there may be an acceptable style of iron architecture which may be developed so that Gothic could get a new lease of life. Works Cited: The Story of Architecture, Patrick Nuggins ,1996 History of Architecture Settings & Rituals, Spiro Kosof, 1985 Gothic Revival, Georg Germann, 1972