European influence in Africa Essay Example for Free

European influence in Africa Essay The presence of Europeans in African countries had a great influence on the cultural benefits, traditions and norms of Africans. African societies were composed of small ethnic groups bound by deep cultural and traditional benefits. Slave trade in North Africa disintegrated these cultural systems. The entry of Europeans in North Africa led to breaking of those small indigenous units into modular states that could be easily controlled by the colonial rule. They abolished the indigenous legal systems and imposed new legal systems based on European concepts of law. North Africa was integrated into the world capitalist system, where its main function was to provide raw materials and new markets for Western industrial revolution. This led to imposition of taxation forcing Africans into cheap wage labor. Land grabbing and alienation in settler colonies made it impossible for the economy of the colonized countries to grow. This is because the colonial administrations only developed areas they saw fit for their benefit and it led to growth of colonial cities such as Dakar, Lagos and Nairobi. Westernization in North Africa led to the rise of Christianity and reduced the number of Muslims in sub Sahara, which contributed to the destabilization of Africa traditions and cultural benefits. Christianity promoted the assimilation of new ideas and new lifestyles such as monogamy and nuclear family. African societies believed in polygamy and extended families. This is being practiced even to day. Christian missionaries introduced Western education, which involved mastery of European language and literacy. The adoption of new habits and tastes coupled with Christianity and western education, led to the development of a new elite that included teachers, clerks, lawyers and doctors. Slave trade degraded the value of African people because they were used against their will to benefit the European economy. This impacted negatively on African leaders because some still practice slave trade today. Europeans brought about, modernization in Africa in terms of Western education, Christianity and Western lifestyles. European influence in Asia (1650-1815). South East Asia comprised of societies that varied in different aspects. Main societies in south East Asia included China, Thailand and Cambodia, therefore European influence on South East Asia varied extensively depending on indigenous states. Societies in South East Asia had very distinct traditional beliefs and rulers who reigned with a conviction of permanency and stability. Europeans created new economic relationships in South East Asia by establishing new industries like rubber production and improvement of traditional ones such as rice and sugar industries. They were improved and expanded to meet the European needs. Communities in Cambodia protested against economical changes when agribusiness in form of plantation farming was introduced. Europeans aimed to make the traditional cultures modern. This was received positively by some south East Asians who had been trained in Western schools. They believed that Western culture would have positive effects on their cultural and economical backgrounds. The elites adopted the European language and mode of dressing. Adoption of the Western culture led to political, economical and social growth in Asia. However, it was difficult to assimilate the European culture and lifestyles in Asia because of the diversity of Asian cultural customs and traditions. Asia is composed of Muslim, Christianity and Buddhism and therefore impacting Christianity in Asia was difficult. These traditional settings emphasized on unifying of social, economic, political and social spheres, though it is impractical to unify all the spheres. The influence of Europeans in Asia was highly varied and uneven throughout the region. They used superior military technology to achieve conquest and monopoly. The Portuguese invasion of Malacca led to the decline of the trade systems as they tried to dominate the spice trade. The European therefore, caused the detachment of producers form their traditional markets. As a result the powerful trading cultures in southeastern Asia collapsed due to colonial influence. European influence was limited to the coastal ports and the adjoining regions. Peasant life in Asia was not affected by the European influence as they remained inside the confines of their village. (Alagappa 130-138). European influence in Middle East (1825-1941). Middle east societies combined religion with governance of their states. European powers overwhelmed the region and tried to separate governance from religion. They replaced the indigenous educational, social and political systems through modernization. The Kuranic schools were replaced by the Western education. Middle east is an Islamic region that viewed European powers as enemies for creating Christianity in the Muslim dominated region. This created a sense of distrust of the Europeans by the Arabs. Europeans faced great resistance form the Arabs who used national movements to adopt anti-western speeches in order to gain favor from their people.. European powers in the Middle East replaced the Muslim leaders by non-Muslim leaders to create artificial political territories since they did not arise from the societies. They created states that had conflicting ethnicities and divided other ethnic groups into two or three portions. For instance they divided the Kurds into Iran, Iraq, Turkey and Syria. (Kaelble 120-127). Dividing ethnic communities stirred political rivalry and violence in the Middle East. It also created instability among the Arabs, preventing political, social and economical development. The Arabs formulated revenge missions to the Europeans and resisted any form of invasion whether political, economical, educational or social.

Understanding Spesific Needs in Health and Social Care Essay Example for Free

Understanding Spesific Needs in Health and Social Care Essay The aim of this essay is to analyse the concepts of health, disability, illness and behaviour and also investigate how health and social care services and systems support individuals with specific needs and look at different approaches and intervention strategies available to support individuals with specific needs, lastly will explain what challenging behaviour is and explain strategies available for those working with people with specific needs LO1. 1 Health is defined as a state of complete physical, mental and social wellbeing and not merely the absence of disease or infirmity (WHO, 1974). During the Ottawa Charter for Health Promotion in 1986, the World Health Organisation said that health is â€Å"a source for everyday life, not the objective of living. Health is a positive concept emphasising social and personal resources, as well as physical capacities†. Health is traditionally equated to the absence of disease. A lack of fundamental pathology was thought to define ones health as good, whereas biological driven pathogens and conditions would render an individual with poor health and labelled diseased. However, Aggleton amp; Homans (1897), Ewles amp; Simnett (1999) argue that health is holistic and includes different dimensions and all needs to be considered. Bilingham (2010) explains health in two models which are the biomedical model and the socio-medical model. She said biomedical model is an approach to health and illness that identifies healthy as the ‘absence of disease’ and focuses on diagnosing and curing individuals with specific illnesses , the socio medial model is an approach to health and illness that focuses on the social and environmental factors that influence our health, including the impact of poverty and poor housing. The Disability Discrimination Act 1995 defines a disabled person as anyone with a physical or mental impairment which has a substantial and long term adverse effect upon his or her ability to carry out normal day to day activities. Disability can affect someone’s mobility, learning or understanding, and lack of understanding when it comes to danger. Disability covers a lot of impairments which include physical impairments, sensory impairments and communication difficulties. There are three models of disability which are the personal tragedy model, the medical model and the social model. In the past people with disabilities were discriminated by the families and the society. The language and terminology used were words such as imbeciles, handicapped and mental retarded. People with disabilities were called dangerous and scary and they were seen as not equal citizens, in need of special care. They were not seen as normal people. Behaviour is anything that a person does or does not do which has a negative effect on their lives or the lives of others. The negative effects can be emotional, physical and social. Also, one’s behaviour pleases and other’s infuriates. Some behaviour are socially acceptable here in the western world but not socially acceptable in African communities, for example kissing in public is not totally acceptable where I come from nevertheless, here in London (Europe) people can kiss in the public without any problem, people accept such behaviours in Europe . Illness is the partial experience of loss of health (Naidoo and Wills, 2000 p7). Illness is having poor health and is considered a synonym for disease; some have described it as a perception by a patient to define a disease. Illness indicates a condition causing harm and pain. Social constructionists argue that the following concepts illness, health, disease and behaviour are all relative concepts not universal but particular. Social concepts are learned and shared. Concepts often tell us more about the societies out of which they came than about the thing they are actually describing. LO1. 2 People’s perceptions on specific needs vary from cultures and societies. People’s perceptions Are also culturally and historically specific. Epilepsy in the Middle Ages was viewed as a violent possession by malevolent or even divine forces. Early part of the 20th century epilepsy was linked with insanity; people believed that the Holy Spirit was working them. In Third World cultures epilepsy continue to be defined in super natural terms. Recently a community study in Nigeria found that after heredity, witch craft was the cause of epilepsy amongst the lay populace (Awaritefe et al, 1985). Danesi (1984) has revealed that most Nigerians with epilepsy experience it as highly stigmatizing and something to be hidden from others but through medical discoveries and medical advances we know that epilepsy is caused by abnormal neurological activity that occurs as a result of damage or result to the brain. Epilepsy is now controlled by carbamazepine tablets and sodium valproate which controls the seizures however, what we all know is subject to reinterpretation. At any time new technological advances, new medical discoveries, new ways of looking at the structure and functioning of the body or brain could replace the current orthodoxy and epilepsy could come to be seen in a completely different light. Department of Health (1999) launched a strategy to ensure that doctors and nurses have the skills they need to use to make the best use of new technology introduced into the NHS. The right to freedom from discriminations for people with a range of disabilities, including those with a learning disability, has been enshrined in the 1995 Disability Discrimination Act which says employers should make reasonable adjustments to allow an individual with disability to gain employment and ramps to be provided so that wheel chair users can access t facilities in the facilities in the community. Also there is the Valuing People 2001 which state that support should be given to people with learning disabilities and their families and that people with disabilities should have control over their lives as much as possible (Department of Health, 2009). I have also done a small scale research and investigated the perceptions of people with specific needs which I carried at Shining Star Residential Care Home . LO1. 3 Social policy is the only one way of encouraging and promoting ethical practice. The functions of a regulatory body go much further than disseminating policies and code of ethics. Legislation acts have helped to set and enforce educational standards, which meet the needs of people, e. g. the Disability Discrimination Act 1995, which protect individuals with disabilities from discrimination (Rogers and Pilgrim, 1991). Legislation plays an important role in ways that services are made available for individuals with specific needs. Legislation modifies attitudes and practices. From the mid 1980’s some western countries e. g. Australia have enacted legislation which embraces a right based discourse rather than a custodial discourse and which seeks to address issue s of social justice and discrimination. The legislation also embraces the conceptual shift form disability being seen as individualised medical problem to rather being about community membership and participation and access to regular societal activities such as employment, education and recreation. Where access is inappropriate, inadequate, difficult or ignored, advocacy processes have been initiated to address situations and promote the people rights. Under the Disability Discrimination Act 1995 an individual has the right to get the information about health services in a format that is accessible to them where it is reasonable for the service provider to provide in the format, a hospital will have to provide forms and any literature in braille or large print to assist any blind person or anyone who have a visual impairment. Most of The Disability Discrimination Act 1995 has been replaced by the Equality act, this was changed on the 1st of October 2010 and is aimed to protect disabled people and prevent disability discrimination. Disabled people are protected in areas of employment, education, access to goods, service and facilities including larger private clubs and land based transport services buying and renting land. The Data Protection Act 1998 is the key legislation that governs the protection of data , when records for service users are kept for the purpose of sharing information to provide a well informed care service the details are kept in the individual service user file , they will have access to it but the information will not be shared with others The Valuing People 2001 was designed to improve support for people with learning disabilities and their families; to make sure people with disabilities are in control of their lives and that they have the job they want. The Mental Capacity Act aims to protect people with learning disabilities and metal health conditions. It provides clear guidelines for carers and professional about who can take decisions in which situations. The Health and Social Care Act 2008 established the Care Quality Commission as the regulator of all health and adult social care services. It is a single Act of Parliament that contains the commission’s powers and duties, and represents the modernisation and integration of health and social care. It contains some new powers of enforcement that were not held by any of the predecessor organisations. LO2. 1 A Care plan is a document that articulates a plan of care for and individual with specific need or disability. It helps individuals achieve valued fulfilling lifestyles, because it is build around the needs of the person rather than expecting them to fit into existing provision (Ritchel et al, 2003). The care plan is for Mr RN , who has autism and has learning disabilities. He is Jewish and is non verbal and he understands little English and uses makaton, sign language and pictures as a mode of communication. To analyse his care needs I will use the Maslow’s hierarchy of needs. See figure 1 for Maslow hierarchy of needs Figure 1 : Maslow hierarchy of needs Mr. RN had stroke and is unable to walk properly. He uses a walking stick to move around in the house and a wheel chair when out in the community. He does not hear properly and uses hearings aids. At the care home staff always checks if it is working properly, by changing the butteries and cleaning it for him. He also uses glasses to improve his vision. Mr RN’s care plan is person-centred to meet all his care needs at the same time he makes his own choices. His holistic needs are met according to his choice through assessment. He is from a Jewish background and sticks to his religious beliefs and culture seriously. RN is always supported to the synagogue every Friday to attend to his spiritual wellbeing. I respect his beliefs to avoid abuse, discrimination, oppression or prejudice. He is also provided with kosher meals. The organisation I work for has a Jewish calendar that recognises all the facts and festivals to highlight his religious rights. I relate this to Abraham Maslow’s (1908-1980) hierarchy of needs, ‘a theory of human Motivation’. It has five levels to it with the most basic needs at the bottom of the pyramid. I prepare meals for RN according to his cultural and religious needs. I ask him what he would like to eat from the variety of his kosher meal. I make sure RN’s safety and security or protection from harm and abuse according to Health and Safety Act 1974. I have to ensure that the environment around the care home is safe and welcoming for family members visiting. Socially, I support RN to visit family and friends. This gives him sense of belonging, love, friendship and trust. During the key working I encourage RN by reassuring him everything is fine. This builds his confidence thus leading to self actualisation growth. When these needs are successfully met chances are the service users feels more valued and respected, it also promotes independence. LO2. 2 At my workplace we have a set of policies and procedures that we use when we work with clients with specific needs. Looking at Mr RN’s care plan I follow the Data Protection Act 1998 in maintaining his confidentiality and that only necessary people access his care plan. He has little awareness when it comes to safety and I follow the Health and Safety at Work 1974 to meet his safety needs, Mr RN cannot walk for long distance, he uses a wheelchair when out in the community and the wheel chair is checked every day before use to see if it’s not damaged. We have the dial a ride that comes to pick him up and take him to the day centre and he has the blue badge scheme that allows him to have free parking he goes to shopping malls. We use the visual communication systems such as Picture Exchange Communication to help him plan for activities; he is able to choose what he wants to eat with no problems. By doing this we are promoting independence as he is able to do things on his own. LO2. 3 The organisation I work for is located in the Redbridge Borough. The borough offers the Community Toilet Scheme which provides clean, safe and accessible public toilets in more convenient locations for residents. Disabled people can use the toilet free of charge during normal working hours. There is a Redbridge Institute of Adult Education that provides a range of courses for people with specific needs and offers pottery lesson, arts and crafts, music and dance lesson for people with learning disabilities . he college provides a range of specialised equipment or learning resources to meet specific needs for people with disability, this includes hearing loops and large print keyboards. Day care services provide  support  for  people living in the community, social inclusion and respite care  for carers. It offers  practical and emotional support by providing  a range of activities and facilities to  help  stay as independent as possible and improve and maintain  quality of life. Dial a ride provides offers door-to-door service for disabled people who cant use buses, trains or the London underground. It can be used for all sorts of journeys, making it easier to go shopping, visit friends and attend doctors appointments. Furthermore, there is London Taxi card, which provides subsidised door-to-door transport in taxis and private-hire vehicles for people who have serious mobility or visual impairment doo The Borough provides ambulances in case of emergencies. There is also Occupational Therapy Service which works with rehabilitation care workers to ensure carers practice safe manual handling. They carry our risk assessments and provide carers with specialised training to use a range of equipment. STAAR (supporting those with autism and Aspergers Redbridge) offers swimming for people with special needs. They organise activities to raise awareness and highlight the needs of children and adults with specific needs. LO3. 1 Autism has no cure and therefore there are a number of approaches and interventions available to help people with various difficulties they may have. Approaches vary in costs and availability in different areas. It also depends what suits an individual, the family, the multi –disciplinary team will decide what best intervention or approach is suitable for an individual. There are ten approaches /interventions for people to choose from, these are: the behavioural intervention, complementary therapies, diet and supplements, medical interventions, physiological intervention, relationship based intervention, service based intervention, and skills based intervention, standard therapies and technology. I will explain the two service based interventions and one standard therapy intervention because we use these at my workplace. TEACCH is a service based intervention/programme and stands for Treatment and Education of Autistic and Related Communications Handicapped Children/Adults. TEACCH is not a technique or a method. It is a complete programme based on the principle that the person with autism is the priority. It provides services for children and adults with autism and related developmental disorders. TEACCH works with people from all parts of the autistic spectrum and offers continuing support with the primary aim of enabling them to live as members of the community. TEACCH programme helps alleviate some possible frustrations associated with challenging behaviour for people who are non verbal or verbal and also assist in communication (Clements and Zarkowska 2000, Cumine at al 2000, Jordan and Jones 1999, Jordan and Powell 1998, Powell and Jordan 1997) SPELL approach is also a service based intervention and stands for : Structure: people with autism find change very frightening and they struggle to cope in new or unfamiliar situations. This safe, predictable and reassuring environments and activities give people with autism the opportunity to increase their independence, develop their communication skills and reduce their anxiety. Positive expectations and approaches: barriers of each person are identified and in this approach people work tom overcome these and achieve their goal and potential Empathy: people see and understand the world in the same way that a person with autism experiences it. They focus on individual interests and preferences, understanding what motivate distresses or preoccupies each person . sing these insights to help people deliver the best possible care and support. Low arousal: in this approach people respond to people’s sensory needs by providing surroundings and activities that are calm, focused and free from clutter and distraction. This approach helps to increase independence in all aspects of life Links: this is linking the family and the wider community and other support services and reducing the difficulties faced by people with autism, it is aimed to help them move together towards a world where they have the same opportunities Lastly the speech and language therapy is a standard intervention. It is aimed to understand the nature and extent of child/adults difficulties and facilitate better communication where possible. Through the speech and language therapy the service users I work with are able to have a say in the things they like to do. LO3. 2 The TEACCH approach has been very effective to the service users I work with. It has enhanced their lives and we have seen an increased improvement in self help skills, social skills and there is reduction in appropriate behaviour. Through skill enhancement one of the TEACCH seven key principles, CA one of the service users can make tea on his own and all staff encourage him to keep on doing that on a daily basis, the risk assessment also highlighted the risk associated with him making the tea and the benefit of him making the tea, the benefit are increased independency. Also a research conducted by Ulster University has shown that communication, concentration and independence has improved by 80% for people with autism. TEACCH has helped our service users to introduce routine and stability in cases where they are hyper sensitive and confused (Cumine et al 2000). The SPELL approach is also effective. , we have a sensory room (it is a quite simple room, for a person with special needs, it is a pleasant environment where the distractions of the outside world are completely absent, present them with, music and attention grabbing moving colours and shapes and then add the ability for the person to actually make things happen that are so dramatic that they cannot be missed and you have the building blocks of real progress. This is a low arousal technique and it really works as the service users have gained a lot of independence. The Speech and Language Therapy is the key part of the autism treatment. This therapy has been effective to the service users I work with because the speech therapist has assisted us in working with the service users through the speech therapy technique. We use makaton, signs, and pictures boards with words to communicate with the service users. This approach is effective because now we are able to communicate with them both verbally and non verbal. Service users are able to make choices and preferences about their day to day lives. JW is able to ask who is sleeping over by showing us this sign (it means sleep). Without the intervention of the speech therapist JW was only saying few words and never learned any news words, this was also said by (Koegel and Koegel 1998) However, some of the approaches cost a lot of money and there has been many service dilemmas and polices. It a service user’s right that they get support to meet their communication needs and we had to wait a long time before a speech language therapist was assigned to our home. Our priority is to make sure service users get the right support they need at all times. In addition, it is costly for Social Services because they have to pay professionals who support families with autistic members. To support residential and day care cost extremely high, for adults who require ongoing support. There is cost of education for individuals with autism who require more level of support. More hours and attention is need for carers who have to go through national training strategy for Autism, to meet the needs of service users. LO3. 3 There are a lot of developments emerging in today’s world to support people with specific needs. As I work with people with autism, there is an Autism Awareness Card and this card is used to educate the general public in challenging moments while in the community. One side of the card contains information specific to the individual and strategies that are helpful to use. The other side of the card is the general information about autism, the card are developed using the person centred approach so that specific information about the individual is used. There are approaches available to help treat autism and organisations that offer advice to parents and organisations. There are services offered to organisations and people working with, or supporting someone who has an autistic spectrum disorder there organisation provide autism specific expertise to advise/help with future service planning and people on mailing list so that they are kept informed of developments or training in the area, they help key people access to resources for people with autism . There are training available for staff to enable them to work with people with specific needs. LO4. 1 Emerson (1995) defines challenging behaviour as â€Å"culturally abnormal behaviour(s) of such intensity , frequency or duration that the physical safety of that person or others is likely to be placed in serious jeopardy , or behaviour which is likely to seriously limit use of, or result in the person being denied access to , ordinary community facilities. Challenging behaviour is a social label and a person is not a challenge, the behaviour may challenge us in terms of our understanding and response Challenging behaviour can ‘result in the person being denied to access, to ordinary community facilities’ (Emerson, 1995). At my workplace service user TB has been banned from five pubs because he was spitting on other customers and urinating on the floor. Customers complained about his behaviour and pub managers had to ban him. Research has shown that males are more likely to display challenging behaviour than females and their behaviours tend to be more aggressive. Challenging behaviour tends to reach a peak between the ages of 15 and 34 years of age and is particularly over represented in the 14-24 year old age group. The service users I work with have autism and present a lot of challenging behaviour. They present a lot of challenging behaviour as an act of communication, environmental factors sometimes causes challenging behaviour for example JW exhibits challenging behaviour when we go to crowded noisy places. Also JW cry when he listens to certain music this is contributed by historical / emotional factors. Some service users self harm by lip and hand biting. Furthermore, challenging behaviour is caused by mental health factors for example a service user with dual diagnosis (Down syndrome and Autism Spectrum Disorder); they develop repetitive behaviour and don’t like to be touched and loud noises. 4. 2. When dealing with challenging behaviour health care organisations need intervention plans, policies and procedures to follow as this is best practice. At my workplace we follow the BILD (British Institute of Learning Disabilities) policy framework for physical interventions which sets out three broad categories of physical intervention and the DoH Dfes guidance on restrictive physical intervention. My manager makes sure staff get proper induction when they start their employment and clear guidelines are written in the employees handbook, all staff attend training to deal with challenging behaviour and this include training challenging behaviour, managing violence and aggression, self harm and Caring for People on the Autistic Spectrum. Also the manager makes sure that policies and procedures are written and all times followed under the BILD policy framework. As professionals in the health care sector we have a duty of care towards the vulnerable people we look after, we need to avoid action that will or may harm others and we should always work in the best interest of the service user. At my workplace we follow the General Social Care Council, Codes of Practice for Social Care Workers (Code 4) which states that as a social worker you must respect the rights of service users while seeking to ensure that their behaviour does not harm themselves or other people. This includes: * Recognising that service users have the right to take risks and helping them to identify and manage potential and actual risks to themselves and others * Following risks assessments , policies and procedures to access whether the behaviour of service users presents a risk of harm to themselves or others * Taking necessary steps to minimise the risks of service user from doing actual or potential harm to themselves or others and * Ensuring that relevant colleagues and agencies are informed about the outcomes and implications of risk assessment. My organisation’s policy is to make sure all staffs are trained in managing challenging behaviours without causing any harm to individuals. This is done in accordance with the Mental Capacity Act 2005, which states that: someone is using restraint if they: use force – or threaten to use force – to make someone do something they are resisting, or restrict a person’s freedom of movement, whether they are resisting or not’. At my care home we use safe practices like the team teach training. LO4. 3 â€Å"Each person is different and each behaviour needs to be considered in its own right. In addition the reasons behind one’s behaviour may not be the same as the reasons behind another behaviour which the person shows. A person may shout because this makes others do as he asks. He may hit because this makes others leave him alone. There is therefore a need to build a detailed understanding of why a particular person is engaging in a particular behaviour and why he is likely to engage in that behaviour more under some circumstances than under others. † (Clement and Zarkowska 2000) p. 38 The NICE (2006) states that non-phamalogical interventions should be used first before medication in cases of challenging behaviours. Some of the challenging behaviours are caused when service users are expressing their unmet needs . At my workplace all staff have been trained in communication as effective communication plays important role managing behaviours. We use body language, signs and pictures to communicate with service users who are non verbal. At my workplace we use different strategies to deal with challenging behaviour for service users. We try to use positive, preventative, calming, defusing and problems solving skills instead of holding, restraining and breakaway when dealing with challenging behaviour and in most cases it works well. For example service user JW likes to know who is sleeping over at the end of the shift, when he is presenting challenging behaviour staff calm him down by saying ‘JW do you want me to do sleep over tonight,’ he answers yes and staff will tell him that what he is doing in not nice and because of that no one is sleeping over ,we encourage him to do something like emptying the dishwasher , and remind him that someone will sleep over if he continues to be good, JW calms downs apologises to staff and the other service user for his behaviour . He continues to sign sleep in makaton to show that he is happy. Also we always try to remind JW of his behaviour at calm moments of the day (Attwood 1998, Clements and Zarkowska 2000, Gray 1995). Also we have a change in setting strategy to manage DC’s challenging behaviour. DC has Autistic Spectrum Disorder and finds any change difficult to tolerate. We support DC to the day centre every Monday we do group activities and DC is disruptive at all times. An assessment was done and it showed that DC did not like crowds and noisy environment. He is encouraged to work in a small quiet room with few other people and once she is settled we give her a small task which means she only visits the larger room for a short time and return. After sometime we reintroduced her to the larger group but we seated her at a table near the door with only two people near her. To manage her behaviour she is asked to deliver things to different rooms. This strategy has worked well and it means DC does not have to spend the whole day in the larger room and the gradual reintroduction resulted in significant reduction of disruptive behaviour.

Aviation Regulatory Framework Comparison UK Vs USA Engineering Essay

Aviation Regulatory Framework Comparison UK Vs USA Engineering Essay This report looks at the aviation regulatory framework in both the United Kingdom and the United States, their differences and similarities. Due to the high level of cooperation between the FAA and the CAA and also EASA most regulation is very similar if not the same. By looking at the structure and functions of the regulatory bodies in terms of safety and security it is obvious that because the two countries are aiming for the same high level of safety that they should be taking the same steps in order to do this. The main difference between the regulation of civil aviation between the two countries is the fact that the FAA is the regulation making body for the US alone whereas the UK has regulation passed to it from EASA which the CAA has to implement over and above any regulations the CAA or the British government may have had in place previously. The US has a system where the FAA literally regulates every single aspect of civil aviation and although they freely communicate their findings and recommendations with foreign countries the FAA alone control us Regulatory framework reporting only to the Department of Transport. Introduction In this report the aviation regulatory framework of the United Kingdom will be compared and contrasted with the aviation regulatory framework of the United States. The report will describe the structure and functions of the bodies responsible for aviation regulation in both countries while addressing the responsibilities of airports, airlines and aircraft manufacturers within the respective frameworks. The issue of UK regulation being underpinned by EU legislation will also be discussed and anomalies between the UK and US framework will be identified. Report In the UK the secretary of state for transport is the government minister responsible for civil aviation. This position is currently held by the Rt Hon Lord Andrew Adonis who oversees the Department for Transport (DfT) which is involved in a number of areas in civil aviation although the regulation and supervision of civil aviation is the function of the Civil Aviation Authority (CAA). Aviation Regulation in the United Kingdom is statute law created by acts of parliament most of which is covered by the Civil Aviation Act 1982 which lays down the roles of the main authorities for the control and regulation of civil aviation in the UK, mostly covered by the secretary of state for transport, the department for transport and mainly the CAA. The Civil Aviation Act 1982 aims to deal with issues of roles, functions, duties and policies but does not act alone as other legislation affects civil aviation regulation. For example international conventions such as the Warsaw Convention and the Ai rport Act 1986 which provides of most of the regulation for UK airports (Blackshaw, 1992, p. 30). Civil aviation in the UK is also influenced heavily by EASA who will be discussed in detail later. The CAA is the National Aviation Authority (NAA) for the UK and amongst other things deals with most of the key functions of the regulation of civil aviation. The DfT as a government department deals with bilateral agreements and is directly involved in certain safety issues particularly the investigation of aircraft accidents through the Air Accidents Investigation Branch (AAIB). The DfT also has an important role in environmental issues within civil aviation, namely noise and aviation pollution from aircraft emissions and other areas. The DfT is also involved in national airport development and the management of aircraft security (Blackshaw, 1992, p. 31) (DfT) Civil aviation in the UK is regulated by the CAA which is an independent body with responsibility for economic, safety and consumer protection regulation, and airspace policy (DfT) The CAA provides advice to the government on aviation issues, represents consumer interests and conducts research to provide statistical data. The CAA regulates all aspects of aviation in the UK. In some areas the CAA is the primary regulator although in areas where responsibility for regulation lies with the European Aviation Safety Agency (EASA) The CAA merely implements the Europe wide regulations put forward by EASA. The CAA is structured in four main groups, the Safety Regulation Group, Economic Regulation Group, Directorate of Airspace Policy and the Consumer Protection Group (DfT). The Safety Regulation Group (SRG) work closely with EASA to improve aviation safety in the UK and across Europe by setting civil aviation standards and ensuring that they are achieved (Transport Research Knowledge Centre, 2009). The SRG looks at the proper design, manufacture, operation and maintenance of aircraft in that flight crews and aircraft maintenance engineers are competent and that licenced aerodromes are safe to use. The SRG also ensure that air traffic services and general aviation activities meet the required safety standards (DfT). EASA provides regulation for the CAA to implement in the fields of aircraft and product certification and has responsibility for the rules related to the design and maintenance of aircraft products and parts and setting standards for organisations involving design, productio n and maintenance of these products and parts. EASA has also expanded into the CAAs rulemaking role by implementing rules for aircraft operations and flight crew licencing and aims to introduce essential requirements to cover air traffic management and aerodrome activities with air traffic management involving Eurocontrol which is The European Organization for the Safety of Air Navigation. (CAA) Nonetheless the CAA is still the UKs NAA and the CAA SRG maintains its responsibility for all aspects not being adopted by EASA and is expected to monitor the safety of UK civil aviation against EASAs Pan European rules and standards whilst ensuring the UKs good safety performance is sustained. The CAA SRG is tasked by with regulatory oversight of production, maintenance and continuing airworthiness management organisations whether approved to UK or EASA standards. (CAA) The CAA Economic Regulation Group (ERG) looks at UK civil aviation from an economic viewpoint. The ERG regulates airports, air traffic services and airlines and provides advice on aviation policy from an economic standpoint (CAA). The ERG aims to secure the best sustainable outcome for users of air transport services by promoting liberalisation by removing government restrictions to entry to the airline market and to aid the optimal supply and regulation of aviation infrastructure (CAA). The ERG acts as an adviser to the government and produces statistical information on airlines and airports The CAA Directorate of Airspace Policy (DAP) is required by the government to make the most efficient use of airspace consistent with the safe operation of aircraft and the expeditious flow of air traffic whilst taking into consideration the requirements of operations and owners of all classes of aircraft (CAA). The Directorate of Airspace Policy approves and establishes controlled airspace and monitors and enforces standards, rules and regulations. The DAP is required to allocate radio frequencies and secondary radar codes for the use of air traffic control and provides meteorological services to UK civil aviation. (CAA, 2004) The CAA Consumer Protection Group (CPG) has four main responsibilities; firstly the CPG regulates the finances and fitness of travel organisers selling flights and package holidays in the UK. The CPG also manage the UKs largest system of consumer protection for travellers in the form of Air Travel Organisers Licensing (ATOL). The CPG license UK airlines and enforce European Council requirements in relation to their finances, nationality, and liability of passengers for death or injury and insurance. Finally the CPG enforce certain other legal requirements and codes of practice for protection of airlines customers. The European Aviation Safety Agency (EASA) has much bearing on the aviation regulatory framework of the United Kingdom. EASA aims to develop European framework for the regulation of aviation safety using themselves and the NAAs of the community member states. EASA focuses on a European regulatory system which is focused on seeing that aircraft are properly designed, manufactured, operated and maintained and that airlines operate safely, that flight crews, air traffic controllers and aircraft maintenance engineers are suitably skilled; that licensed aerodromes are safe to use and that air traffic control services and general aviation activities meet the required safety standards. (CAA) EASA provides a common initiative at European level to keep air transport safe and sustainable by developing common safety and environmental rules at European level. The agency works with the member states NAA to implement standards and provides the necessary technical expertise, training and research (EASA). EASA looks towards a single European aviation market and a single European sky and carries out executive responsibilities in the certification of specific models of aircraft, engines or parts approved for operation in the European Union (EU). The main tasks of EASA are to draft aviation safety legislation and provide technical advice to the European Commission and the Member States as well as Inspections, training and standardisation programmes to ensure uniform implementation of European aviation safety legislation in all member States by conducting inspections of national authorities as well as operations throughout the EU to monitor the application of EU rules on aviation safety and to assess the effectiveness of these rules. EASA also handles the safety and environmental type-certification of aircraft, engines and parts and approves aircraft design, production and maintenance organisations worldwide. The agency also handles the authorization of non EU operators and uses a Safety Assessment of Foreign Aircraft (SAFA) to judge the safety of foreign aircraft using EU Community airports. EASA also uses data collection, analysis and research to improve aviation safety and will soon be responsible for safety regulations reg arding airports and air traffic management systems, a responsibility handed to EASA as part of the Single European Sky initiative (EASA). EASA works with the NAAs of the EU members but has taken over many of their functions with the aim of promoting aviation standardisation which will eventually culminate in a Single European Sky, a much safer alternative to the system we have today. EASA assists the European Commission in negotiating international harmonization agreements with the rest of the world on behalf of its member states which includes working closely with its counterparts around the world such as the Federal Aviation Administration (FAA). (COMMISSION OF THE EUROPEAN COMMUNITIES, 2008) (EASA, 2007) The Federal Aviation Administration (FAA) is an agency of the United States (US) Department of Transportation (DoT) it is responsible for the safety of American civil aviation and regulates and oversees all aspects of civil aviation in the US. The FAA aims to regulate civil aviation to promote safety, encourage and develop civil aeronautics including new aviation technology, develop and operate a system of air traffic control and navigation for both civil and military aircraft and research and develop the National Airspace System including regulating air navigation facilities and flight inspection standards. The FAA develop and carry out programs to control aircraft noise and other environmental effects of civil aviation and also regulates U.S. commercial space transportation. (Federal Aviation Administration, 2005). The FAA carries out many activities in order to fulfil these aims, for safety regulation the FAA issues and enforces regulations and minimum standards covering the manufacture, operation and maintenance of aircraft. The FAA also certifies airmen and airports that serve air carriers. The safe and efficient use of navigable airspace is one of the FAAs primary objectives. A network of airport towers, air route traffic control centres and flight service stations are all run by the FAA who develop all of the air traffic rules, assign the use of airspace and control all air traffic. The Federal Aviation Authority also builds, installs, maintains and operates all air navigation facilities and sustains systems to support air traffic control and air navigation. (Federal Aviation Administration, 2005) To promote aviation safety and encourage civil aviation abroad, the FAA exchange aeronautical information with foreign authorities, certify foreign aircraft maintenance organisations, engineers and airmen. Technical aid and training is also provided by the FAA to other countries. The FAA negotiates bilateral airworthiness agreements with other countries and takes part in international conferences. In terms of research, engineering and development, it researches and develops the systems and procedures required for a safe and efficient system of air navigation and control. The FAA actively helps develop better aircraft engines and equipment and test or evaluate aviation systems, devices, materials and procedures. The FAA administers aviation insurance and develops specifications for aeronautical charts and publishes information on airways, airport services and other technical subject in aeronautics (Federal Aviation Administration, 2005). The Aviation Safety (AVS) department of the FAA is subdivided into three parts, firstly Flight Standards (AFS) which includes aircraft maintenance, safety team program, civil aviation registry, Flight Standards District Office (FSDO), regulatory support and general aviation. The second subdivision of AVS is Aerospace Medicine (AAM) which is responsible for managing all flight doctors and medical certificate deviations. The final subdivision of AVS is Aircraft Certification (AIR) which covers airworthiness certification, the small airplane directorate and the Manufacturing Inspection District Office (MIDO). (Randy Hansen, 2007) It is clear that in the UK aviation regulation is formulated with great input from the European community in the form of EASA and many powers have therefore been transferred to EASA from the CAA whereas in the US the FAA is the only regulatory power for all aspects of aviation from running air traffic control towers, a duty that the CAA has licenced to NATS, to negotiating bilateral airworthiness agreements and administering aviation insurance. The FAA is the NAA for the US and holds all responsibility for aviation safety and oversees all aspects of civil aviation in the US. The responsibilities of airports, airlines and aircraft manufacturers are very similar both in the UK and the US. This is not surprising as ideas on best practise are shared between the two countries extensively, especially in the field of aviation safety. One example of this is in the naming of aviation regulations, In the UK we have JARs which are Joint Aviation Requirements whereas in the US they have FARs Federal Aviation Regulations. JARs were introduced as a result of UK and EU collaboration in the production of joint ventures such as Concorde and Airbus, JARs set out common airworthiness requirements that have been agreed upon by all of the cooperating nations. JARs have now been superseded by EASA Parts under the basic regulation, for example JAR 21 has been superseded by EASA part 21. The Joint Aviation Authority (JAA) is an associated body of European Civil Aviation Conference (ECAC) representing the civil aviation regulation authorities of a number of EU states cooperatin g in developing and implementing common safety regulatory standards and procedures intended on providing high and consistent standards of safety and a level playing field for competition in Europe. Much emphasis is also placed on harmonising the JARs with the FARs in the US (Fisher, 2009). In the UK aircraft manufacturers are regulated under EASA Part 21 Acceptable Means of Compliance (AMC) and Certification Procedures for Aircraft and related products and parts. Similarly in the US aircraft manufacturers are regulated under FAR 21 certification procedures for products and parts. Aircraft Manufacturers are monitored throughout the design and manufacture process of aircraft and parts by the CAA FAA to ensure they comply with regulations. At the end of this process the aircraft type is certificated for appropriate use. It is up to the aircraft manufacturer to follow the internationally recognised standard for airworthiness to gain a Certificate of Airworthiness which is issued in accordance with the ICAO Chicago Convention. Aircraft manufacturers both in the UK and US are responsible for producing aircraft which are safe and fit for purpose. This is tested in four categories; Structural integrity, systems integrity, operational integrity and crashworthiness. (EASA, 2008 ) EASA Part 21 lays down common technical requirements and administrative procedures for airworthiness and environmental certification of products and parts specifying: The issue of type certificates and changes to those certificates; the issue of certificates of airworthiness; the issue of repair design approvals; the showing of compliance with environmental protection requirements; the issue of noise certificates; the identification and certification of products and parts; the certification of design and production organisations and the issue of airworthiness directives. (EASA, 2008) In order to fly commercial services for example carrying passenger or cargo for payment, UK airlines must gain an operating licence from the CAA (CAA). Similarly in the US airlines must undergo air carrier certification. Under part 121 airlines must comply with regulations and safety standards and manage hazard related risks in the operating environment (FAA, 2009). To qualify for a CAA Operating Licence an airline has to meet a number of requirements in respect of its safety, insurance and financial status. Once a CAA operating Licence is gained by an airline it is free to operate within the EU. To gain air carrier certification US airlines must follow a very similar system which is set out to determine whether an airline is able to conduct business in a manner that complies with all applicable regulations and safety standards. (FAA, 2009) (FAA, 2008) In the US the FAA requires all commercial airports to have Part 139 certification which ensures a uniform level of safety across all airports. To obtain Part 139 certification an airport must agree to certain operational and safety standards and have provisions for fire fighting and rescue. The requirements for Part 139 certification vary due to the size of the airport and type of flights it operates. Part 139 looks at the airport paperwork and finances and the aircraft movement area to make sure the runway and pavement conditions, marking and lighting are safe for use. Part 139 also lays out airport responsibilities in the area of ground vehicle operations and wildlife. Aircraft rescue and fire services are also inspected as are fuel facilities. (FAA, 2009) In the UK airport responsibilities are laid out in CAP 168 Licencing of Aerodromes. CAP 168 requires that in the UK all commercial flights take place at a licenced aerodrome, a government aerodrome or at an aerodrome managed by t he CAA. Like Part 139 the requirements laid out in CAP 168 reflect the standards and recommended practices of the ICAO and form the basis for an assessment of the potential suitability of the aerodrome to be licenced taking into account the size of the airport and the type of flights it handles. (CAA) (CAA, 2008) There are few anomalies between the UK and US aviation regulatory framework as much collaboration and communication now takes place via agencies such as ICAO and EASA to provide the aviation industry with a set of best practices. The main difference between the frameworks is the way the UK is being integrated with the EU using EASA to provide regulation that overrides that of the CAA. EASA will eventually take over most of the duties of the CAA and will provide most of the civil aviation regulation for the EU including the UK. The FAA on the other hand regulates the whole aviation industry in the US, everything from insuring aircraft to regulating commercial space transport. Although the FAA communicates its ideas with the rest of the world the agency retains all responsibility for anything aviation related in the US. Regulation in the US and UK is very similar as a result of this communication and much of the regulation developed from this will be implemented across Europe to create a single European sky and improve aviation safety. Conclusion In conclusion the aviation regulatory frameworks in place in the UK and the US have their striking similarities but also have very important differences. The FAA works alone in the USA and is the single authority responsible for all aspects of aviation regulation safety and security. In the UK the CAA, our equivalent to the FAA, implements European regulation decided by EASA. UK aviation regulation is underpinned by EU legislation in that EASA aim to create a single European sky and therefore aims to create uniformity between its member states. The FAA already has this uniformity over the whole of the United States and implements only the regulation it creates itself. Many of the safety regulations that cover airports, airlines and aircraft are very similar between frameworks if not identical in places, this shows that the JARs worked to harmonise EU regulations with US regulations a step still being taken by EASA today.

Howl & Kaddish By Allen Ginsberg Essay -- essays research papers fc

As you read the first lines of "Howl" and "Kaddish", the overall tone of the poem hits you right in the face. Allen Ginsberg, the poet, presents these two poems as complaints and injustices. He justifies these complaints in the pages that follow. Ginsberg also uses several literary techniques in these works to enhance the images for the reader. His own life experiences are mentioned in the poems, the majority of his works being somewhat biographical. It is said that Allen Ginsberg was ahead of his time, but in fact he was just riding the wave of a literature revolution. The decade of the 1950’s was a time of change. America and the world was experiencing a transition from innocence to a more knowledgeable society. Revolutions in all aspects of life were going on: civil rights, sexual, rock and roll and the introduction of new experimental drugs in the communities of San Francisco and Greenwich Village. Out of all of these revolutions came the beat generatio n, a group of young Bohemian writers who wrote and thought about the things that Americans used to "throw under the rug". Names can be mentioned: Jack Kerouac, Philip Whalen, Lawrence Felinghetti. Perhaps the most famous and most criticized of these "beatniks" is Allen Ginsberg. Allen Ginsberg was born on June 3, 1926 in Newark, New Jersey. His mother, Naomi, was a Russian immigrant, and his father Louis was a poet and Paterson, NJ teacher. Allen’s childhood was not always a happy one; Naomi went back and forth from mental hospitals and endured the physical abuse of Louis. She also had Communist leanings, thinking that spies were out to get her and that Hitler was on the way. All of these are mentioned in some of Allen’s works, the topic of many of them. After being dismissed from Columbia University, he joined the merchant marines and sailed to the West Coast. In San Francisco he befriended young men just like himself: angry, pessimistic about the future, confused about their sexuality, and not knowing what their place in life really was. After he was released from the merchant marines, he went back to the Bay Area. These young men began to hold meetings where they would read poems and share ideas. They also formed a sense of friendship, because they were all that they really had. "Howl" is a three part poem writte... ... City Lights Books San Francisco 1956 Ginsberg, Allen Kaddish and other Poems City Lights Books San Francisco 1961 Hyde, Lewis (Editor) On the Poetry of Allen Ginsberg The University of Michigan Press Ann Arbor, MI 1984 Merill, Thomas. Allen Ginsberg Twayne Publishers Boston 1988 Stephanchev, Stephen. American Poetry Since 1945 Harper and Row Publishers New York 1965 Turco, Lewis. Visions and Revisions of American Poetry The University of Arkansas Press Fayetteville, AK 1986 Footnotes 1) Eberhart, Richard "West Coast Rhythms" from On the Poetry of Allen Ginsberg 2) Rexroth, Kenneth "San Francisco Letter" from On the Poetry of Allen Ginsberg 3) Eberhart, Richard "West Coast Rhythms" from On the Poetry of Allen Ginsberg 4) Grossman, Allen "Allen Ginsberg:The Jew as an American Poet" from On the Poetry of Allen Ginsberg 5) Shapiro, Harvey. "Exalted Comfort" from On the Poetry of Allen Ginsberg 6) Alvarez, A. "Ginsberg and the He rd Instinct" from On the Poetry of Allen Ginsberg 7) Shaprio, Harvey. "Exalted Comfort" from On the Poetry of Allen Ginsberg"

The Madwoman in the Attic: The Woman Writer and the Nineteenth-Century

The Madwoman in the Attic: The Woman Writer and the Nineteenth-Century Literary Imagination "And the lady of the house was seen only as she appears in each room, according to the nature of the lord of the room. None saw the whole of her, none but herself. For the light which she was was both her mirror and her body. None could tell the whole of her, none but herself" (Laura Riding qtd. by Gilbert & Gubar, 3). Beginning Gibert and Gubar’s piece about the position of female writers during the nineteenth century, this passage conjures up images of women as transient forms, bodiless and indefinite. It seems such a being could never possess enough agency to pick up a pen and write herself into history. Still, this woman, however incomprehensible by others, has the ability to know herself. This chapter of The Madwoman in the Attic: The Woman Writer and the Nineteenth-Century Literary Imagination, titled â€Å"The Queen’s Looking Glass,† discusses how the external, and particularly male, representations of a woman can affect her so much that the image she sees in the mirror is no longer her own. Thus, female writers are left with a problem. As Gibert and Gubar state, â€Å"the woman writer’s self-contemplation may be said to have begun with a searching glance into the mirror of the male-inscribed literary text. There she would see at first only those eternal l ineaments fixed on her like a mask†¦Ã¢â‚¬  (Gilbert & Gubar, 15). In Charlotte Brontà «Ã¢â‚¬â„¢s Villette, the narrator and heroine Lucy Snowe is faced with a great deal of â€Å"reflections† which could influence her self-image and become detrimental to her writing. However, she is aware that the mirrors she finds, whether the literal mirror of the looking glass or her reflection in other characters’ ... ... authors insisted that they are† (43). However, instead of doing â€Å"fiery and suicidal tarantellas out of the looking glass,† (44) Lucy Snowe decides to ignore the inaccurate representations in the mirrors around her and focus her energies toward constructing a mirror of her own – the â€Å"circular mirror of crystal† she is always searching for but that can only be found in the text itself. The line Gilbert and Gubar apply to Brontà « and other successful women writers is also valid for Lucy. â€Å"The old silent dance of death became a dance of triumph, a dance into speech, a dance of authority† (44). Works Cited Gilbert, Sandra M. and Susan Gubar. The Madwoman in the Attic: The Woman Writer and the Nineteenth-Century Literary Imagination. New Haven: Yale UP, 1979. O’Dea, Gregory. â€Å"Narrator and Reader in Charlotte Brontà «Ã¢â‚¬â„¢s Villette.† South Atlantic Review 53.1 (1988): 41-57.

Weimar Experience And Maintaining Democracy :: essays research papers

Human nature, in individuals, as well as within united bodies of people, is to correct, learn, and grow from ones mistakes. If one cannot learn from one’s own mistakes, it is necessary then to learn from the mistakes of others. When dealing with the political sciences, especially in international history, it is possible to analyze what has succeeded, and what has failed. The United States, being a fairly young country, has the advantage of a relatively short past, unmarked by national chaos as a result of poor governing. The United States, by learning from past history of other nations, chose a system of stability and balance, called democracy, which has caused the United States to flourish over time. Democracy has successfully reined in this country for all of its 200-year history. Democracy, for our nation, has proved to be a keystone in every aspect of our success, our growth, and our strength as a country. It is crucial however, that we learn from the past, to realize that things can and do change. In the 1930s Germany, struck by inflation, a collapse in the economy, and national outrage, declined from a democratic republic, to a totalitarian state. The fall of the Weimar republic, and the rise of the NSDAP, which eventually led to WWII, shows how the drastic effects of economic problems, extreme nationalism, and drastic changes in cultural identity, can lead to a totalitarian state, and a complete political turnover within a nation. It is important to learn from the Weimar experience in order to help maintain the health, stability, and power of our own democracy today in the United States. At the turn of the 20th century, Germany experienced an industrial revolution that caused them to almost capitalize in trade and production as a country. By August of 1914 WWI had began and Germany, both economically, and socially was hit hard. By the closing months of 1918, Germany, once strong and peeking in industry and economy finances, returned from the war battered and beaten. They were completely finished off by the 1919 Treaty of Versailles. The treaty outright blamed the war on Germany, and charged them with the damage fines of the entire war. Such a huge amount of money would surely strike down and weaken an already tattered Germany, which was precisely the intention at hand. Germany was faced with paying for all damages caused by the war.

Business Studies Customer Needs Essay Essay

‘Lees Heginbotham & Sons Ltd ’provide floor covering and high quality carpets all over the UK. The services that it provides are: * free estimating, * free carpet removal, * a quality fitting to your standard * a free car park adjacent to the shop. * Competition? ‘Lees Heginbotham & Sons Ltd’ has quite a bit of competition. It is placed close to the ‘Spindles Shopping Centre’. Also there is another carpet shop quite close by to ‘Lees Heginbotham & Sons Ltd’ called ‘Roll Ends’. But ‘Lees Heginbotham & Sons Ltd’ is placed just off a high street and advertises around the country. Also, just about a mile away is another carpet shop, placed in the middle of a retail park. This could offer some competition for ‘Lees Heginbotham & Sons Ltd’. This is an image of the carpet right about a mile away from ‘Lees Heginbotham & Sons Ltd’.’Carpet Right’ is surrounded by other shops and is placed in a retail park. This is a bonus for customers to go to ‘Carpet Right’ because there are other furniture/carpet shops in the retail park and a there is a bigger car park. ‘Carpet Right’ is also placed around a busy motorway, so this means that many people passing will know that there is a carpet shop and probably go there in the future. * Where is it? This map shows ‘Lees Heginbotham & Sons Ltd’ symbolised by the ‘A’ marker. This shows the regional area around the shop. As you can see, the shop is near to Manchester and has an excellent motorway link which can enable customers to travel to the shop conveniently. The satellite map above shows ‘Lees Heginbotham & Sons Ltd’ via the green circle. It also shows ‘Spindles Shopping Centre’ by the red circle. The blue circle shows ‘Lees Heginbotham & Sons Ltd’ competition ‘Roll End Carpets’. The map also shows the surrounding area of the shop and the local businesses of the shop. There are also a number of bus stops around the shop; this allows customers to travel to the business easily. There is also a tram link currently being made on ‘Union Street’ and this will then enable customers to travel to the shop easily and quickly. * The shop The picture above shows the front of the shop. As you can see the name of the business is clearly displayed all the way round it. This picture shows the inside of the shop. As you can see there are many rolls of carpets on display so the customers can experience the carpets before they buy it. This picture shows the rear of the shop. As you can see there is a car park for the customers. * The website This is a screen shot of the Google search I did to see how easy it was to find my business on the internet. As you can see it is the fifth business to come up on the search engine so it is very easy for the customers to find it. Here is a screenshot of the home page of ‘Lees Heginbotham & Sons Ltd’. You can see easily one of the types of carpets that they fit and in the bottom right hand corner their shop (the red circle). At the top of the page it shows the tabs which direct customers easily to the relevant section (the green circle). One way that ‘Lees Heginbotham & Sons Ltd’ meets its customer need is by training its staff. They do this so that the staff know how to do their job and deal with any customers. Training them helps the staff to know how to deal with any problems in the business and what to do in different situations. Training the staff also gives them better knowledge of the product itself so that they can advise customers as to what carpet would suit their budget and requirements the best. A second way that ‘Lees Heginbotham & Sons Ltd’ meets customer needs is by the quality of their service. They have to do this to eliminate and exceed whatever their competition is doing. A way that they do this is by giving its customers: free estimating, free carpet removal, a quality fitting to your standard and a free car park adjacent to the shop. By doing this ‘Lees Heginbotham’ can add this to and advertisement and this will increase customer satisfaction. A third way that ‘Lees Heginbotham & Sons Ltd’ meets customer needs is by dealing with any complaints from customers. If there are any customer complaints ‘Lees Heginbotham & Sons Ltd’ will have to deal with it immediately. ‘Lees Heginbotham & Sons Ltd’ will have to be polite with the customer even if they are not. If ‘Lees Heginbotham & Sons Ltd’ deal with a customer complaint quickly this might increase customer satisfaction.