1) Apologize The point is not to determine who’s to blame. It’s to solve the problem. If customers have a problem‚ chances are they’re not happy. The first step to problem solving is to acknowledge the fact that – at least in the customers’ eyes—a problem exists. So start by having employees tell them‚ personally and sincerely‚ "I’m sorry." 2) Listen and empathize This is not the time to instruct customers in the finer points of what they should have done to avoid the problem in the first place
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STEPS TO AN ECOLOGY OF MIND COLLECTED ESSAYS IN ANTHROPOLOGY‚ PSYCHIATRY‚ EVOLUTION‚ AND EPISTEMOLOGY Gregory Bateson Jason Aronson Inc. Northvale‚ New Jersey London Balinese Painting ( Ida Bagus Djati Sura; Batuan‚ 1937 ) [Analysis‚ p. 147] Copyright ® 1972‚ 1987 by Jason Aronson Inc. 10 9 8 7 6 5 4 3 2 1 All rights reserved. Printed in the United States of America. No part of this book may be used or reproduced in any manner whatsoever without written permission from Jason Aronson
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Summary Five-forty-Eight In the short story Five-Forty-Eight John Cheever demonstrates the effects a man can have on a fragile women. There are two characters is this story: Blake (the business man) and Miss. Dent (the women scorned). She had been his secretary whom he slept with a consequently fired. Miss Dent was not stable mentally and she didn’t take this very well. The story starts out with Blake getting off the elevator in the building he worked in. As he steps out of the elevator he
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Steps in Making Item Analysis ________________________________________________________________ 1. Score each answer sheet‚ write score total on the corner * Obviously have to do this anyway 2. Sort the pile into rank order from top to bottom score ( 1 minute‚ 30 seconds tops) 3. If normal class of 30 students‚ divide class in half * Same number in top and bottom group; * Toss middle paper if odd number (put aside) 4. Take “top” pile‚ count number of students
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The famous Founding Fathers of the United States created a few documents to protect the citizens of this fair country. These documents included the Declaration of Independence‚ and Bill of Rights. The latter‚ the Bill of Rights‚ is one that protects the citizens rights against infractions; one amendment that I feel is very important is the Eighth Amendment. That amendment protects the citizens against cruel or unusual punishments for breaking the law. When analyzing the different rights that the
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University of Nebraska at Lincoln Professor Sobel Philosophy 106 The Utilitarian Approach What is morally right‚ and what is morally wrong? Different ethical theorists have a wide variety of definitions to this question. Although it wasn’t until the ethical revolution during the 18th and 19th centuries that utilitarianism took center stage defying all other theories. David Hume‚ Jeremy Bentham‚ and John Stuart set this revolution into progress stating that utilitarianism explains that morality
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Throughout the years‚ sociologists have come up with various theories to explain the complexity of human behavior‚ and with some of these being similar or different from each other. These theories and ideas were then simplified and categorized into three theoretical approaches‚ which are functionalism‚ conflict‚ and interactionism (Witt‚ 2014 pg ). Regardless of the difference in their views‚ these theoretical approaches help to provide the frameworks for what we observe within the structure of society
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Basic steps of management Any organization‚ whether new or old‚ whether small or big‚ needs to run smoothly and achieve the goals and objectives‚ which it has set forth for itself. For this to happen‚ they must develop and implement their own management concepts. There are basically four management concepts that allow any organization to take control of its destiny. These four concepts of management‚ translated into functions lead to the creation of a cohesive organization‚ which smoothly achieves
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My Step-Father When I first met the guy I couldn’t stand him. At the time I didn’t know his name‚ and it didn’t matter. I mean‚ he was just the guy who was helping us move into our apartment. It’s not like I thought that my mom would end up marrying the guy or anything. My mom and I were running late. Not like it was anything new. We were supposed to be in Moulton no later than 5:30‚ and now it was closer to 6:00. We finally pulled into the apartment complex‚ where we were supposed
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Kurt Lewin and the Planned Approach to Change: A Re-appraisal Bernard Burnes Manchester School of Management The work of Kurt Lewin dominated the theory and practice of change management for over 40 years. However‚ in the past 20 years‚ Lewin’s approach to change‚ particularly the 3-Step model‚ has attracted major criticisms. The key ones are that his work: assumed organizations operate in a stable state; was only suitable for small-scale change projects; ignored organizational power
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