Moore Medical Corporation

Q1.   Today people start new business ventures with different expectations than it was to be in the past.   As many techniques, ways and means of dealing with customers have also changed.   The new technology to many people has brought a lot of significant changes in the global business environment.   All the business sectors including private and government sectors are currently doing reengineering on how businesses are operated.   This is happening because of the new information and communication technologies.   Different companies are coming up with various types of new information system.   . For the case of Moore Medical co-operation the customer relationship management software may be purchased to meet its objectives.   What is important for the success of any organization is whether its objectives are met in the long run.   The problem Moore is facing is to find a new technology to service its customers better, to generate new business and to give employees the tools to handle a growing number of customer communications, more efficiently and effectively. I therefore suggest that the customer relations management software (CRM) or technology will ensure that customers are served well.   Production will never be high if customers are not served well or attracted.   The way customers are handled will determine the success of the business. The CRM technology will therefore improve customer interaction consistence between the economy and its customers. Q2.   Most companies have failed to realize the finical benefits because of poor financial evaluation of what is being purchased.   Financial evaluation comprise of knowing the value of what is being purchased.   Disappointing results have been gotten because the cost of installing most of the new technologies are highly than the benefits that it will create at the end of the financial year. Financial benefits of any item can be evaluated. For example Moore medical cooperation can assess its financial benefits of the proposed technology.   One way is by analyzing the number of customers that are making orders using the new technology.   If the number of customers using the new technology is high then the new technology introduced is favorable to the company.   Another way through which the financial benefits can be assed is by comparing the installation cost, training cost, implementation cost with the sales that is obtained from the use of the new technology. It is obvious that implementation of the software’s will need some money.   Those who will be at the customer service department will also be trained.   So any cost associated with the introduction of the new system should be recorded down then compared with the sales obtained after the new system has been put into place.   This will determine if the company will be making profits or losses as a result of introducing the new technology. Q3.The success of any business or organization will depend on it quality of customer service skills employees working in customer service department possess.   Moore Medical Corporation has not been left behind.   The company is considering purchasing customer relationship management software with an objective of improving the ways of responding to customer desires. The CRM software will ensue that customer orders are not delayed.   The new technology (CRM) to Moore would increase or attract more customers and even maintain and keep the already existing ones. The number of customers a company serves normally determines the sales that the company will get.   Production rate would also increase by fixing the new technology in the system The new information and communication technology has changed the way businesses are done in the business environment.   Customers nowadays want maximum satisfaction from the company managers and front-line employees serving them.   Without new IT there is nothing that can be improved in any organization.   Performance and quality of products in any organization will only increase if the use of new information technology is implemented.   Goods will be delivered in time, customers will be served effectively and efficiently ensuring that they are fully satisfied.   New business and products have also been created in the environment as a result of the introduction of the new technology. Among the business needs Moore is hoping to address with this new information technology include the following.   They want to improve sales forecasting.   They also want to reduce the number of sales representatives and reduce time to attend to customers.   The new information will also increase the accuracy and accessibility of the information obtained from customers.   The other business needs that will be addressed by the new technology are to increase rep effectiveness and efficiency and finally to increase the customer interaction consistency among all representatives by increasing company control and manner of customer interaction. Q4.Training is one of the most business practices that any company should do whenever any new technology is introduced in a company.   All organization members need training to acquire new skills and knowledge for the production to be increased and effective. Training should provide essential information on the department / program. If the company uses new technology, the supervisor of that particular company needs to train the employees on how to use the software introduced. For the case of Moore medical cooperation, training its customer’s service representation on how to use the information technology that is the customer relations management software was ignored.   For example it was realized that the customers service representative found the order entry system in J.D. Edwards difficult to use in comparison to their old system.   The new account set up process within J.D Edwards also added time to customer calls.   It therefore means that customer needs and interest would be lowered.   When the way they are served is sluggish then there is a possibility that the company may lose them. Effective communication is another area where the Moore Company has failed to adopt.   Actually when changes are created in an organization, the management or human resource manager should ensure that the change is communicated to all the groups served by the organization (Satzinger, 2004). Effective communication is one of the key issues that the organization should know about its customers.   All members in any organization including employees, customers and suppliers have different cultural background.   The Moore should therefore consider the customers’ practices, likes, interest, belief and values.   After considering all these elements of culture the organization will then be in a position of making a good decision whether the new technology will work or fail.   In short the Moore manager should know about the cultural background of its customers to identify whether they will like the new technology created (Satzinger, 2004). Q5.The use of the new information and communication technology has created numerous changes in the global market and in companies dealing in electronic commerce.   New businesses have been created in the environment while old ones have been transformed. New business models have been formed that would that would have been unthinkable for years back.   However there are advantages and disadvantages that have resulted from the introduction of computer software. Moore move into E-commerce with an intention of improving customer service might result into same advantages and disadvantages.   For first the advantages are numerous.   If properly implemented the new system will automatically serve its customers better.   By improving customer Service, it means that the sales and production will also increase. Production in any organization will be determined by the number of customers it serves.   If more customers are attracted then it means that the profit or the financial benefits that the company wants to achieve will also be high.   The CRM software will therefore help Moore cooperation to realize high financial benefits. Service delivery by increasing the number of orders taken from customers will also increase While the advantages are visible, there are some negative outcomes that Moore might get by moving into E-commerce.   Culture of the customers might actually influence and determine whether the new system will be successful or not.   Some customer may refuse to make orders using the new system introduced in the organization.   This may lead to the failure of the system leading to a big loss to the company.   When customers refuse to use the new system then they will be lost leading to decreased sales. Customers might refuse to use the new system just may be because they are no informed in time or poor communication.   They may also just refuse due to differences in cultural background.   Therefore this is an important factor that might lead to the failure of the new system. The cost of implementation may also be too high for the company to realize the financial benefits it wants to meet.   It might decide to use the new system without financial evaluation, which is very important.   This may also lead to the failure of the company. Reference Sat Zinger, J. (2004). Systems analysis and Design in a changing world.   London: Thompson publishers.

Team Importance Week 3 Hcs 325

Introduction No management position is easy these days. There are many rules and regulations to follow, as well as many responsibilities that grow more over time. One of the responsibilities as a manager is to improve efficiency of the company and extend customer satisfaction. Not only does this take money, but time, skill, and teamwork. As the manager of a busy call center, the call volume has increased so much that there is an extra $20,000 to spend on improving customer satisfaction and efficiency. How can this be spent wisely to reach these goals? Teamwork is top on the list of importance because without a team, there is no business.Teams provide many things to a health care facility, as well as any other successful business. Teams are used in many different ways in other industries, such as the military, for example. This sets examples for the health care industry as to how teams might be used similarly there compared to somewhere like the government jobs. However, nothing is ea sy like saying the alphabet. In any industry, conflict does arise, and having the knowledge of problem solving is very good to have in order to make an educated decision for the health care organization. GoalsIn the call center, there is an extensive amount of money to be used for improving the quality of care, and customer’s satisfaction. Goals need to be set in order for the $20,000 to be used wisely. Teamwork is the answer to this. To improve quality of the product, and to increase customer satisfaction, everyone has to be able to work together very well to reach the goals of the company. So far because of this teamwork, the call volume has increased immensely. Managers in the call center have a process they follow, called the Five Step Planning process, which enables them to improve teamwork, which solely improves quality and satisfaction.Five Step Planning Process â€Å"At its most basic, planning is decision making†. (Donald J. Lombardi, John R. Schermerhorn, Bri an Kramer; 2007, John Wiley & Sons Inc. ). The five step planning process is used in order to make the best decisions possible when making decisions within an organization, as well as help out with any conflicts that may arise during the process. It is a support system for problem solving and breaks down how to do it with as little conflict as possible. Step one of the process is to identify and define the problem.This is where information is gathered, evaluated, and is deliberated. Doing so defines any problems correctly and can be taken care of efficiently without complications along the way. Step two of the process is to generate and evaluate possible courses of action. In this step, managers â€Å"can begin formulating one or several potential solutions†. (Donald J. Lombardi, John R. Schermerhorn, Brian Kramer; 2007, John Wiley & Sons Inc. ). More information may need to be gathered and analyzed before going to the third step of the process, which is choosing a preferred plan of action.In the third step, a decision is made with selecting a specific course of action. In the fourth step, implement the planned course of action, actions are established and implemented to meet the final goal. Nothing new is able to happen unless action is taken. Managers should have the ability to be able to have the determination and be creative in order to implement the planned course of action. Finally, the fifth and final step of the process is evaluating the results. What happens is the accomplishments with the original objectives are compared to what has been come up with.Both the positive and negative sides should be kept in an open mind, before a final decision is made to stick. Look Outside the box Looking at how other businesses are ran and how the make teamwork better is a way to improve customer satisfaction. Teamwork is used in different ways in other industries, such as the military, for example. They use teamwork to the full extent because in their world, it may mean life or death. Jane Dyer, a veteran, states â€Å"Teamwork is a fundamental lesson in the military. At basic training, you learn about being the member of a unit†.She also states that after you leave that basic training, you are still responsible for your unit and whether or not you like a team member, you will still honor and protect each other. The military is so tightly compact, they are like a family. This sets examples for teamwork in the health care organizations because whether or not you like a team member, that does not mean you cannot help the company you work for succeed along with yourselves. The military’s company is the United States. Should they not work together well, they could die and others lives would then be at stake.It is the same concept with businesses. Should the team not work together well and improve, then one, the company ends up dying, then everyone working loses their jobs. Just because one industry is different than the other, they could very well learn important lessons about team work from each other. Conclusion Industries around the world are very different but also alike in so many ways. The military is a great industry to look at for things like team work, because the health care industries can learn how to improve their quality of care and customer (patient) satisfaction.Having that extra money can benefit the companies when they focus on improving team work alone. Lessons are learned all around. References: Donald J. Lombardi, John R. Schermerhorn, Brian Kramer; 2007, John Wiley & Sons Inc, â€Å"Managerial and Supervisory Planning: Preparing for the Road Ahead†; retrieved from https://ecampus. phoenix. edu/content/eBookLibrary2/content/eReader. aspx Jane Dyer, 2010, â€Å"The military shows the importance of teamwork†; retrieved from http://www. mydd. com/users/jane-dyer/posts/the-military-shows-us-the-importance-of-teamwork

Literature Review Essay Example | Topics and Well Written Essays - 750 words - 12

Literature Review - Essay Example One main factor of traffic congestion is the increase in number of the new vehicles. One way of solving this kind of the problem is to come up with a system that will be able to monitor the situation of the roads as they analyze the image of the traffic situation and conveys information about the impending congestion the send signals to the traffic police. Harriet, Poku & Anin, 2013 on the other hand argues that effects of the traffic congestion are numerous; on the economic downside it causes tear ad wear of various parts of the vehicles necessitating continuous replacements. In addition there would be a question of not arriving at the work place in time making the business persons to cope with image of incompetency or in some case there is loss of business opportunities. All these problems would in turn cause social implications like being emotionally stressed up and in some cases it culminates from the road bullying incidences. In relation to environmental issues, traffic congesti on elevates matters as it causes a lot of air pollutions resulting from emission of the carbon dioxide. For the emergency situations, blocked lanes have a lot of consequences for those people who require immediate attentions where life could have been saved. Therefore efforts to solve the problems of the traffic congestion would also help to solve other inherent and other related problems at the same time. This will immediately be encoded and transmit the image through the worldwide interoperability of microwave access to the control room of the traffic police this will help to design a very good model to assist the police in doing their work. Transaction costs are relatively higher for international trade than for the transactions that are taking place domestically mainly because of the traffic congestions that are caused by custom related

A descriptive account of the identification and utilisation of a Essay

A descriptive account of the identification and utilisation of a learning opportunity from practice - Essay Example This paper would roughly follow Gibb’s model of reflective cycle since this was supposedly more useful to the less experienced practitioner. Lynn Basford and Oliver Slevin described the five stages of the Gibbs model in reappraising the care given and in analyzing and evaluating the effectiveness of a particular care in their book called Theory and Practice of Nursing. (2003, p. 55) I will, therefore, be discussing my personal learning experience in the context of these stages. My responsibilities in the four-week nursing placement program include the assistance in conducting activities, exercises as well as therapies that would improve the patients’ mental health conditions. The placement care team which I belong to is assigned a roster of clients. With the supervision of our tutors, we divided and allocated tasks regarding activities and exercises. I would like to cite my experience with a particular patient, whom for purposes of confidentiality; I would refer to as Barbara. She is one of the wards assigned to our team and hers became one of my interesting learning interactions. I believe we had a bad start due to her mental condition. Firstly, she is 31 years old, almost ten years my senior. Her dossier revealed a Prader-Willi syndrome and a challenging behavior. This posed a considerable problem for us because she is capable both of verbal and physical aggression. Naturally, most in my group are reluctant to have anything to do with her – administering in exercises and therapy sessions, preferring older but docile patients. With this in mind, I sat down and thought: If I volunteer to assist in her case, there is a remarkable risk, possibly even of violence (unlike those with extreme mental condition, she is unpredictable but not totally restrained.). But there is also a tremendous learning opportunity, so the idea tha t maybe I would be involving myself with

Discuss the strengths and weaknesses of the recent European Union Essay

Discuss the strengths and weaknesses of the recent European Union treaties such as the Treaty of Amsterdam, the Treaty fo Nice, and the EU Constitution, which w - Essay Example Membership in the European Union is advantageous to all members because the EU represents the best of the European democratic tradition and is an expression of its constituent members. As a multinational organization, the EU represents various national interests within an overarching political framework. The EU is a multilateral organization which operates on the basis of negotiation between member states and relies on collective decision making to achieve its ends. Members are joined together and bound by treaties signifying their participation within the larger EU political framework. The political decisions of member-states are thus constrained by their allegiance and signatory status to overarching EU treaties (Almond et al. 455-6). Although it has not always been the case, modern-day Europe is characterized by a unifying democratic political culture. While the concept of democracy originated on its shores, the philosophy of democratic governance was challenged in 20th century Europe by authoritarian political movements, including fascism (expressed by Nazi Germany & Mussolini’s Italy), and communism (as exemplified in Eastern Europe during the Cold War). With Allied victory in World War II and the collapse of the Soviet Union, democracy became a universal trend amongst European states. In fact liberal democracy, best expressed by the states of Western Europe with entrenched democratic traditions, is quickly becoming the standard for the continent (Almond et al. 26-53). Democratic norms and rules have subsequently been established through a pan-European legal framework, the European Union. Two early treaties established the normative, and inherently democratic, framework for today’s EU. The Treaty of Rome, signed in March of 1957, proposed a common European economic market throughout the European Economic Community.

Forensic Psychologist Research Paper Example | Topics and Well Written Essays - 1000 words

Forensic Psychologist - Research Paper Example e a career and education path, I knew that my set of academic skills and personal interests placed me on a clear course to become a forensic psychologist. This essay examines why I would like to become a forensic psychologist and the necessary steps that must be taken to pursue this career path, with particular consideration for forensic psychologists in the Federal Bureau of Investigations (FBI). There are many reasons I would like to become a forensic psychologist. As articulated above, my particular interest in solving crimes greatly inspired my research into the field. Still, there are many other reasons this profession appeals to me. Perhaps the most pervasive reason is that becoming a forensic psychologist allows me to contribute to society in a positive and pro-active way. I believe that one of the important aspects of life is living a meaningful existence. While meaning has different connotations for different people, to me it means that I follow a morally sound path that helps others. In becoming a forensic psychologist I would be able to satisfy these elements and help bring justice to people who have been wronged. In addition to this aspect, the career of forensic psychology has considerable intellectual interest for me. Forensic psychologists, â€Å"work for both the Public Defender and the State Attorney and are oftentimes called upon to investigate critical psy chological issues within the court proceedings† (Adler, p. 4). Such investigations oftentimes involve interviewing and developing psychological assessments for a variety of criminals. In these regards, I am very interested in the motivations of individuals that choose to commit crimes. I believe that it would be intellectually satisfying to be able to delve into the minds of these criminals and gain a chance to investigate such abnormal psychological functions. The forensic psychologist profession involves a number of functions. As noted, the forensic psychologist works for Public Defenders,

German last papers Essay Example | Topics and Well Written Essays - 500 words

German last papers - Essay Example The unfairness was exploited by Adolf Hitler and the Nazis to create the conditions for their murderous tyranny and the destruction of much of Europe. Those who suggest that the war had simpler origins, such as the exploitation of Germany by Jews—as both these stories suggest—are living in a fantasy world. Adolf Hitler was the victim of no one. He believed in the will to power and would let no one prevent him from achieving his aims. It is very true that Jews hated Hitler, but they hated him in response to his hatred of them and his rabid persecution of them. These stories are fabricated and are full of lies. They are typical examples of anti-Semitic propaganda. Part of the reason that anti-Semitism is still around in these various forms is because it has a rich historical tradition (Lazare, 7). As the writer David Solway writes: Anti-Semitism and its consequences, as they act themselves out in the social and historical realms, have gradually come to acquire the charact er of a deeply harbored expectation, a necessary effect of an immutable cause, as if it were a part of the phenomenal world, the prolonged absence of which dimly registers as a gap in the normal sequence of events. This gap or hiatus must be filled to restore the equilibrium of things, which is why anti-Semitism is felt as somehow legitimate. It is its recession that is intuited as unnatural (Solway).

Reflection paper The roles of the olympic game Essay

Reflection paper The roles of the olympic game - Essay Example The Games have highlighted the position of the leaders who have been a pioneer in suppressing racism. It also has been far more effective in fighting with the forces of doping and eliminating them. The example of Seoul Olympic Games could be seen as force that led to the democratization of the country. After the end of the Olympic Games in Seoul, the military rule in Korea was replaced by the regime of a multiparty that has been elected by the people. The Olympic Games have also provided a platform to the host nation to portray their economic dominance and a scope to establish their position as the world leader. The award of the Olympic Games to the host nation is also the recognition of the international community as place that has the infrastructure and the potential to hold international events. Hover, the characteristic features professed by the Olympic Games have contradicted themselves. This has been evident on a number of occasions that include the integration of the Nazi regi me in the Berlin Olympic Games in 1936. The massacre of student protestors during the 1968 Olympic Games in Mexico City is also an example which does not reflect the true spirit of the Olympic Games. Awarding the Olympic Games to Korea is another example which contradicts the principles and spirit of the Games. These factors were important for the consideration in context of the Olympic Games in Beijing, 2008. Integration of readings The history of Olympic Games suggests that the greatest international event on sports in earth has always spread the message of peace, harmony and democratization of the world economy. It has also recognized the leadership position of the host nation in making economic progress and in effectively suppressing the forces of racism and discrimination. The contradictions to these virtues of Olympic Games held in the past showed ominous signs for the Olympic games of Beijing, 2008. In the past, the Berlin Games of 1936 showed acceptance of the Nazi regime as anti-humanist forces. The 1968 Games in the Mexico City also witnessed massacre of the student protestors. These negative incidents were likely to be accepted through the Olympic Games in Beijing, 2008 as China got involved in several international incidents that affected its international image adversely (Horne and  Whannel 67). As compared to the earlier instances in Berlin and Mexico City, the public image of the Chinese economy worsened even more. The incidents include the continuous repression of China over the territories of Tibet, failure in intervening in Darfur, Sudan and the lack of safety and environmental pollution of the exported goods. It was, therefore, a concern that the Olympic Games has again been awarded to a country that is not able to sustain its international positions as per the virtues and principles of the Games. Critical analysis The Olympic Games have been a platform which was used by the host nations over the period of history to portray their economic dominance in the international stage. The Olympic Games have always spread the message of harmony and peace and recognized the host nation as the flag holder of their virtues and principles. The international image of the countries that hosted the Olympic Games has been a significant factor against the forces of racism and discrimination. The Seoul Olympic Games led to the democratization of Korea. The Olympic Games were awarded at a time when South Korea was in a state of war with North Korea.

Market Structures Research Paper Example | Topics and Well Written Essays - 1500 words

Market Structures - Research Paper Example Following are the five market structures with the explanation of the scenario in which they are described in the book. Pure Competition A market structure is known as ‘pure competition’ when there are a large number of sellers or firms in the market. Due to the presence of a large number of sellers in the market, there is no possibility of the presence of monopoly, oligopoly or difference in prices. The competition brings the prices of products to a point that is determined natural by the market forces i.e. the demand and the supply. The example of pure competition in the book is given when the author describes the hamburger stands and restaurants that are located at the Route 66. The number of business operating in that one market is very large and the products provided by those businesses are almost the same. The example in the story suggests that there are a large number of small businesses that offer quick meals, candy, medications, gasoline and other essential commo dities. In the presence of a large number of sellers and substitute products, the buyers are given with a complete freedom to choose any feasible seller. In such a scenario, the sellers cannot keep prices any higher than those prevailing in the market. The impact of such a market structure on the sellers is not so beneficial as they are not allowed to keep a high profit margin and the profit they make is normal profit that is determined by the market forces. However, buyers on the other hand, are benefitted by such a market structure as they do not have to pay any higher than the normal price. In some circumstances, when there is excess supply in a perfect competition, the prices may lower even further due to the laissez faire market forces. Monopolistic Competition Monopolistic competition is a market structure that is the opposite of the perfect competition. Unlike perfect competition, in monopolistic competition, the products are differentiated and there are less or no substitute products in the market and the number of firms is also low. This scenario benefits the sellers as they are free to charge any price for any buyer. From the story line, the example of monopolistic competition can be extracted from Chapter 26 when one of the characters goes to market in order to buy some groceries. It is found out that all the prices, even those of the basic necessities, are inflated and there is nothing the buyer can do against it. This scenario rises because there is product differentiation and price differentiation in the market. The character, Ma, is surprised at each price she is told for the products she wishes to purchase. She even reminds the shopkeeper that not long ago the prices were significantly less than what he quotes and the shops in the town offer lower prices. Other sellers are present in the market that has been indicated as ‘town’ in the book, but the monopolistic competition in intact due to the geographic location and price differen tiation. Therefore there are no substitute products in the market. The sellers are free to charge any price at any profit margin and the buyers would have no influence over the prices and they would be compelled to buy at the inflated prices. Thus, in a monopolistic competition, the number of sellers in the market does not impact the overall competition due to lack of substitute products. The sellers are benefitted from this situation because they are free to

Discuss the use of literary technigues Essay Example for Free

Discuss the use of literary technigues Essay Pride and Prejudice by Jane Austen is a very accomplished book because of Austens clever and successful use of literary techniques. Literary techniques refer to the deliberate construction of language to further the story whether that be to develop character, plot, suspense or to create an enjoyable humorous novel. Jane Austen applies many literary techniques such as point of view, dialogue, letters and irony to tell the story of Pride and Prejudice. Pride and Prejudice is told in third person limited omnipresent point of view but mainly told through Elizabeths consciousness. This point of view is a successful narrative technique because it gives an insight into the characters, mainly Elizabeths thoughts, and also helps to create suspense. This technique also arouses the readers sympathy for Elizabeth because we can see that she is being honest to herself, which is essential if we are to desire her reform. The officers of the-shire were in general a very creditable, gentlemanlike set. And the best of them were of the present party; but Mr Wickham was as far beyond them all in prison, countenance, air, and walk. (pg65) This is Elizabeths opinion of Mr Wickham that is later found out to be completely wrong but the reader can see her sincerity. By using this technique Austen can also control how much the reader knows about event and emotions which helps to create suspense. In the first section of the novel Austen occasionally reports form Darcys consciousness so that the reader is made aware of his growing feeling for Elizabeth and to highlight that Elizabeth was prejudice when she made a wrong judgment against Darcy. Darcy had never been so bewitched by any woman as he was by her. In Pride and Prejudice she does not report from Darcys point of view during the period between her two proposals, so that the reader, like Elizabeth, is uncertain whether he is lost forever. The dialogue in Pride and Prejudice is very successful in developing characters and advancing the plot. Austen brings her characters to life by having them reveal themselves or other characters reveal them to the reader through their dialogue, rather than through detailed narrative descriptions. Oh! you are a great deal apt you know, to like people in general. You never see a fault in any body. All the world are good and agreeable in your eyes. I never heard you speak ill of a human being in my life. This dialogue reveals Jane as being amiable, good-natured, and always assumes that others are as good-natured as she. In chapter three Darcys dialogue reveals his character to Elizabeth as being too proud. He thinks himself socially inferior to Elizabeth so declines from asking her to dance. This is one instance were the dialogue helps to create Elizabeths wrong judgement of Darcy and thus advancing her prejudice. She is tolerable; but not handsome enough to tempt me; and I am in no humour at present to give consequence to young ladies who are slighted by other men. You had better return to your partner and enjoy her smiles, for you are wasting your time with me. (pg13) Darcys sense of social superiority later proves his chief difficulty in admitting his love for Elizabeth. This dialogue also helps to advance the plot as his rudeness creates a negative impression of him in her mind, one that will linger for nearly half of the novel, until the underlying nobility of his character is gradually revealed to her. The dialogue within Pride and Prejudice is a very significant part of the novel as it is a way revealing to the reader the characters and the plot progression. In addition to using dialogue, Austen also successfully uses letters to reveal character and to further the plot. The use of letters also allows Austen to introduce a character before they arrive such as Mr Collins in the letter of chapter 15. The letter is a popular literary convention that Austen weaves very cleverly into her novel. The letter in Chapter 7 from Jane to Elizabeth is an example of how Austen uses this technique successfully. I find myself very unwell this morning, which, I suppose, is to be imputed to my getting wet through yesterday. This reveals Jane to be good hearted and none judgmental of her mother even though it was Mrs. Bennet who intentionally sent her out into the rain. Jane did not once say it was Mrs. Bennets fault. The way Jane describes the Bingley sisters as my kind friends also reinforces her warm heart. therefore do not be alarmed if you should hear of his having been to me. Even though Jane is the one that is unwell she is always looking out for others so she sends the letter to reassure Elizabeth and make sure she does not worry. The letter also demonstrates character relation as Jane sent it to Elizabeth showing that they have a close relationship. This letter also furthers the plot because as a result of this letter Elizabeth decides to visit Jane at Netherfield, which put Darcy and Elizabeth in more frequent and honest contact with each other. Just this one letter proves that the letter convention is a very successful narrative technique. Irony is the tension between literal meaning and implied meaning. Austen is able to present the main themes, criticise some characters and add humour through the use of irony within Pride and Prejudice. Jane Austin establishes her ironic tone in the opening sentence of Pride and Prejudice. It is a truth universally acknowledged, that a single man in possession of a good fortune must be in want of a wife. However the opposite is the case. The truth is well fixed into the district, that he is already considered the rightful property of one of their daughters. It now becomes a competition for which mother has the daughter who gets him. Jane Austen treats the characters in Pride and Prejudice with irony. Mr Bennet is a prime example as he himself is a very sarcastic and ironic character. What say you Mary? For you are a young lady of deep reflection I know, and read great books, and make extracts. (pg9) Mr Bennet is being ironic because he knows that all Mary does is repeat what she reads and doesnt actually understand it so he is really poking fun at Mary. This is also dramatic irony because the reader knows that Mr Bennet is not serious, but Mary takes him seriously. Austen uses irony as the basis for the plot. The whole story is based around an ironic situation. Elizabeth prides herself on her observation of character but dislikes Darcy because she is under the mistaken impression that he disapproves of her. She is also mistaken by liking Wickham because he flatters her pride. In both cases she has judged incorrectly and begins her reform when she is given the truth in Darcy second proposal letter. The humour in Pride and Prejudice comes from this irony and from Austens gentle Satire. She laughs at human folly and social structure. Austin satirises Lady Catherine de Bourgh unmercifully as a member of the autocracy. Jane Austin laughs at how Lady Catherine believes so strongly in the distinction between classes. Lady Catherine believes because she is in a higher class that she can influence whoever she wants but Austen is saying that the superiority in social class does not necessarily mean superiority in ethics, morals and intellect. Verbal and dramatic irony are a very successful literary technique in Pride and Prejudice as they create humour and criticise and develop characters. Jane Austin constructs Pride and Prejudice through the use of four main narrative techniques. Third Person omnipresent point of view mainly through Elizabeths consciousness has the advantages of allowing the reader to sympathise with Elizabeth while being able to give the reader the narrative objectively. Austens use of dialogue allows her to reveal the character without giving a long narrative description. The use of a letter is proved very vital in Pride and Prejudice because plot and character development can be created in a couple of lines. Irony is also an important technique as it is the basic plot and creates the humour of the novel which is a great attraction to the reader.

Relationship between Health and Education

Relationship between Health and Education Lachlan Donnet-Jones Health Care Where People Live and Work The World Health Organisation (WHO) originally proposed a definition for health literacy that was later adapted by Nutbeam (1998) as ‘the cognitive and social skills which determine the motivation and ability of individuals to gain access to, understand and use information in ways which promote and maintain good health’. Health literacy is essential in health care, as it allows individuals to access available health services and actively participate in the decisions and management of their health and wellbeing (Institute of Medicine, 2004). In recent years there has been an increase in chronic illness largely associated with an ageing population. This is placing immense pressure on health systems throughout Australia (Department of Health and Ageing, 2012). Addressing the barriers to improved health literacy in older adults would lead to better health and wellbeing outcomes, while simultaneously reducing the level of dependence on the health care system. The health professional plays an important role in assisting elderly patients to develop a greater understanding of their specific health conditions, and therefore, allowing elderly people to take an active role in the management of their health conditions. Health literacy is more than possessing the ability to read and write, it encompasses an active role in accessing available health care services, self-care of chronic conditions and maintaining an adequate level of general health and wellbeing (Institute of Medicine, 2004). According to the Australian Bureau of Statistics (ABS) report on social trends (2009), 59% of Australian adults have inadequate health literacy levels, and this figure is even higher in the Tasmanian population (63%). This essentially means that the majority of people, even those with university degrees or higher education, fail to understand basic health information, such as, safe drug and alcohol use, disease prevention, first aid and sustainable wellbeing (Australian Bureau of Statistics, 2009). Poor health literacy affects patients in various ways including; inability to accurately remember information provided by health professionals, less knowledge of the causes of ill-health, less likely to use health services designed to prevent and detect conditions (e.g. cancer screening, childhood health assessments and immunisations), and are more dependent on healthcare providers (e.g. hospitals and emergency services) (Australian Bureau of Statistics, 2009). Numerous tests have been developed to determine an individual’s level of health literacy, such as, the Newest Vital Sign (NVS), a nutrition label based test that takes approximately three minutes to complete. Other general indications of poor health literacy are; avoiding paperwork, using appearance to identify medications rather than labels, and a reluctance to complete forms. Health literacy is an essential component of Primary Health Care (PHC). PHC aims to promote health, develop communities, act as an advocate for health services, provide rehabilitation, prevent illness, and care for the sick. (Australian Primary Health Care Research Institute, 2006). Health literacy can be improved by implementing various PHC strategies that are concentrated on addressing the social determinants of health, such as, social support, unemployment, early life and the social gradient (Wilkinson and Marmot, 2003). These strategies are focused on the promotion of health literacy skills and educating those in need, for example, free access to general practitioners (GP) and better health education in early schooling, are crucial programs in achieving improved education and health literacy outcomes. The relationship between education and good health is well established in the literature and is documented in a wide variety of research articles (Black, 1980). Education leads to improved general and health literacy, which creates a greater chance of better health and wellbeing in an individual. However, it is important to note that, as Nutbeam (2000) explains, while an individual may have access to education and possess high general and health literacy levels, this does not guarantee better health outcomes. Older adults in the Australian population are among those with the highest rates of chronic illness and lowest rates of health literacy, therefore, improving health literacy is essential to better manage chronic illnesses (Australian Bureau of Statistics, 2007-08). Older adults are among the most dependant on the health care system with some of the lowest levels of health literacy. This is due to a number of barriers including, education and literacy training, the technicality and complexity of health information, and the natural ageing process (Centre for Disease Control and Prevention, 2011). The National Assessment of Adult Literacy (NAAL) found that 80% of older adults had difficulty using documents, such as, forms or charts (NAAL, 2006). Poor health literacy in the older adult population can seriously interfere with the day-to-day care of chronic illnesses, such as, ischemic heart disease, which is the leading chronic illness and cause of death in the Australian older adult population (Australian Institute of Health and Welfare, 2008). Ischemic heart disease (IHD), or coronary heart disease, is the most common form of heart disease and cause of heart attacks (Mount Sinai Hospital, 2014). IHD is caused by plaque build-up on the walls of coronary arteries, narrowing them and restricting blood flow to the heart (Dorling, 2009). In Australia, approximately 10,000 people die from heart disease each year (Australian Bureau of Statistics, 2007-08). IHD is a generally preventable disease. There is no single cause of IHD, there is however, numerous contributing factors that increase the risk of developing the disease (Heart Foundation, 2011). The first step, and perhaps the most fundamental, in preventing IHD in older adults, is educating individuals on the risk factors relevant to them. The Australian Heart Foundation (2011) provides a list of two varieties of risk factors, modifiable and non-modifiable. Non-modifiable risk factors include; age, ethnic background, family history of heart disease. The modifiable (preventable) risk factors include; smoking, high cholesterol, high blood pressure, diabetes, sedentary lifestyle, obesity and lack of social support/social isolation (Heart Foundation, 2011). Health literacy is crucial in the management of IHD, as aforementioned, the majority of contributing risk factors are dependent on the lifestyle choices of the individual, meaning that with the right motivation and knowledge, the disease can, for the most part, be prevented. Improving health literacy is the responsibility of the individual, the community, the government, and the health professional. The health professional has a direct and significant role in improving health literacy as they are the primary source for information, education and have the greatest level of patient contact. During interviews with older adults conducted in a study by the Department of Health and Ageing (2012), it was found that post hospitalisation patients were largely left confused with only their own resources to cope with the challenges of their condition. The patient needs to be provided with the resources, education and support necessary to provide a foundation for building health literacy, leading to better self-management and improved patient outcomes (Department of Health and Ageing, 2012). Supporting development of behaviour change, implementing a patient-centred approach, providing patients with positive reinforcement and creating an environment that allows for progression and constructive change, are among the responsibilities of the health professional (Institute of Medicine, 2004). The patients’ responsibilities are to engage in treatment plans, follow self-management instructions and cooperate with health professionals in the best interest of their health and wellbeing (Nutbeam, 2000). Improving communication is fundamental to increasing health literacy. Health professionals can improve communication by using methods, such as, the talk back technique, which is when the health professional asks the patient to repeat the information provided, back to the health professional, demonstrating their understanding (Stein-Parbury, 2013). Using various physical materials to visualise information, such as, charts, graphs, and instructions, is another useful method to improving communication of information and increasing the patients’ level of understanding (Stein-Parbury, 2013). Using effective communication methods and techniques, the health professional can empower the patient to access the necessary resources and become active in managing their own health needs (Nutbeam, 2000). This is exceedingly important in the management of IHD, as patient decisions are crucial in reducing the risk factors contributing to the disease. In conclusion, health literacy is fundamental to providing effective health care. Patients, health professionals, communities and governments all play an important role in health literacy, whether it be empowering patients or funding educational programs. A rising quantity of evidence supports the importance of communication in professional health care. Some groups are predisposed by social determinants to have poor health literacy levels, such as the elderly. Elderly patients suffer greatly from preventable illnesses, such as, ischemic heart disease. It is therefore, understandable that it is necessary to provide comprehensive education and focus resources on improving health literacy in all communities. References Australian Bureau of Statistics, Social Trends 4102.0 (2009). Available at:Â  http://www.dhhs.tas.gov.au/__data/assets/pdf_file/0011/101117/poh_fact_sheet_DHHS_health_literacy_20120630.pdf [Accessed 20 May. 2014]. 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