The Seven Wonders of the World

The world around is filled with all kinds of wonders and we can gaze at them only by opening our eyes and our hearts. After all you need to believe in magic to be able to believe it. However, if you’re someone who is a bit on the cynical side, we bring to you a list of the wonders that exist all around the world. If you are a fan of archeology, history or travelling you’re definitely going to enjoy this article. Oh and if you plan to travel after reading this, don’t forget to look into Cathay Asia Airlines.

1. The Great Pyramid of Giza
The crown jewel of Egypt and the only surviving architecture from the original Seven Wonders of the Ancient World, this pyramid is truly a sight to behold. This pyramid is said to be built as a tomb to the Egyptian Pharaoh Khufu. The building is approximately 480 feet tall and was the tallest building in the world for more than 3800 years. This pyramid when built was outlined with a limestone casing which with time got destroyed. Now you can only see the casing near the bottom of the pyramid whereas the top exposes us to the inner lining of the pyramid.

2. Petra, Jordan
Petra is often called the city of rose due to the red colored stones that it is made of. This beautiful hidden city is famous for its architectural grace and the water conduit system. Even though the city is located in Jordan, it was actually discovered by a Swiss explorer in the early 19th century. This place is also said to have structures that are more than 2000 years old.

3. Christ the Redeemer, Rio De Janeiro
This miracle took a total of nine years to be constructed due to the its location on the top of a cliff. This is the third largest statue of Jesus in the world. The raw materials for this statue were actually imported from Sweden. This beautiful statue was actually constructed as a sign of peace, to show that Christ loves everyone.

4. The Great Wall of China
This wall that stretches over 8000 kilometers was built over a period of 2000 years and renovated over time by many different Chinese dynasties. It is said that millions of people died while building the wall and that they’re buried within the Wall’s foundations. The Wall is also famous because it is the only structure on Earth that can be seen from the moon without any aids. Fascinating right? Go check it out yourself!

5. The Colosseum
This fighting ground of the roman gladiators took 8 years to build and was designed by the Roman Poet Virgil. The Colosseum has more than 80 entrances and can house 50,000 people at one time. It receives millions of visitors every year and is therefore the biggest tourist attraction in Rome.

6. The Leaning Tower
This beautiful tower located in Pisa is famous because of the way it inclines with height. The architecture has been constructed in a way that makes it feel tilted. If you’re ever in Italy, this is a must place to go to.

7. Taj Mahal
Constructed by an emperor in the memory of his beloved wife, this palace is a symbol of love for the entire world. The intricate architecture and carving inside this Mahal will make you fall in love with it. And if you don’t believe us, why don’t you go see it yourself? All you have to do is book your ticket using Cathay Asia Airlines.

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Importance of Information and Communications Technology (ICT) In Our Daily Life

Information and Communications Technology (ICT) has an important role in the world since we are now in the information age era. With ICT, the company can make the business easier to happen with the client, supplier and the distributor. It is also very important in our daily lives. The lack of appropriate information at the right time will result in low productivity, low quality research works, and waste of time to pursue information and even to do research which actually others had done or in other countries. Nowadays ICT cannot be separated with our daily needs.

ICT has a great impact in our daily lives. For example, we can read our local newspaper using the online newspaper. Another example is we still can get connected with our family, relatives, or colleagues even if we are abroad by using the electronic mail, yahoo messenger, call conference, or video conference.

Digital computer and networking has changed our economy concept to the economy with no boundary in time and space because of ICT. It brings a lot of advantages for economic development enabling millions of transactions to happen in an easy and fast way.

ICT is one of the economic development pillars to gain national competitive advantage. It can improve the quality of human life because it can be used as a learning and education media, the mass communication media in promoting and campaigning practical and important issues, such as the health and social area. It provides wider knowledge and can help in gaining and accessing information.

ICT has become an integral part of everyday life for many people. It increases its importance in people’s lives and it is expected that this trend will continue, to the extent that ICT literacy will become a functional requirement for people’s work, social, and personal lives.

The use of ICT in education add value in teaching and learning, by enhancing the effectiveness of learning, or by adding a dimension to learning that was not previously available. ICT may also be a significant motivational factor in students’ learning, and can support students’ engagement with collaborative learning.

Information and Communications Technology (ICT) is basically our society’s efforts to teach its current and emerging citizens valuable knowledge and skills around computing and communications devices, software that operates them, applications that run on them and systems that are built with them.

As a matter of fact, we are living in a constantly evolving digital world. ICT has an impact on nearly every aspect of our lives – from working to socializing, learning to playing. The digital age has transformed the way young people communicate, network, seek help, access information and learn. We must recognize that young people are now an online population and access is through a variety of means such as computers, TV and mobile phones.

It is in this premise that educational technology and e-learning is taught in or out of the classroom since educational technology is used by learners and educators in homes, schools, businesses, and other settings.

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Are Travel Agents Old School?

It appears you can’t stare at the TV for 60 minutes without seeing a notice with William Shatner discussing Travelocity or that senseless dwarf discussing Orbitz. These travel sites have been extremely effective at encouraging voyagers to book their own particular carrier and lodging reservations on the web. So with this colossal push from the web to assume control over the travel business, one needs to ask, “Are travel agents old school?”

In the event that you have searched for some of these travel web sites, you have watched that they are stunning in the assorted qualities of travel choices that they make accessible. As a business traveler, be that as it may, your requirements are fairly unique in relation to the run of the mill aircraft traveler.

There are some certain administrations and genuine help that a living and breathing travel agent can give that basically can’t be duplicated by a computerized site like Travelocity or Orbitz. Some of those administrations that a prepared business traveler would be unable to live without having…

A Travel Agent will give you…

- Focus. You as a business traveler are not orchestrating this excursion for excitement. You have particular business goals as a main priority. So on the off chance that you should remove time from planning for your business assignment to stress over travel agendas, lodging and rental auto reservations and so forth, that is time that you are not being beneficial for your business.

When you get the chance that you can call a skilled travel agent who knows your travel profile well and delegate those courses of action to that agent, they carry out their occupation in finding only the right facilities for you and you are liberated to do what you excel at, spotlight on your business and the up and coming business trip.

- Economy. It is hard to find that harmony between finding the housing that fit the requesting timetable of a businessman out and about and is conscious of the organizations travel spending plan too.

On the off chance that you utilize a computerized online travel administration, you may need to relinquish accommodation, timetable or area for economy.

A decent travel agent will endeavor to get you the right schedule while getting as close the corporate travel cost confinements as would be prudent. Furthermore, they will do it without taking up a considerable measure of your time.

- Back up. You needn’t bother with help if your excursion goes totally as arranged. Be that as it may, in the event that you experience issues out and about, you can wind up in need or rescheduling flights and finding new lodging to work around scratched off flights, climate issues or other surprising intrusions to your arrangements.

These travel debacles are not aware of your tight due dates to meet your business objectives. In any case, you have a travel agent who is committed to giving you administration, he or she can locate those option courses and assets to do whatever they can to get you to your destination so you can direct your business on time.

- That individual touch. You may have travel inclinations that you need to accomplish with every outing you take. A travel agent has your profile and your travel history so they can do what they can to suit your inclinations.

Yet, in addition, when you have particular unique needs, for example, an eating regimen constraint or a requirement for convenience because of an inability, it will be a travel agent that sees to it that your needs are accommodated and you are well dealt with out and about.

- No Complications. In the event that your travel agenda includes making associations with different business accomplices who are going from various workplaces, complex travel calendars and schedule challenges that just can’t be depicted to the nonexclusive screens of an online travel administration, you can disclose these inconveniences to your travel agent and they can work with other travel agents attempting to arrange the meeting and see to it that your agenda meets your prerequisites.

While the online travel administrations do give a profitable and moderate other option to the general voyaging open, it is anything but difficult to see their confinements on the off chance that you are attempting to book a trek that is dubious or in the event that you have particular needs that the screens don’t suspect.

That is the reason working with a human travel agent ensures that this travel proficient person will devote themselves to the assignment of ensuring your excursion attempts to your details and that you get to your destination prepared to lead in business and be fruitful in your accomplishing your objectives.

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Financial Education Services Review

Financial Education Services also known as FES is headquarter in Farmington Hills, MI and has approximately 200 plus employees worldwide. The majority of the services offered by FES are proprietary products developed by FES. There are as well some partnerships most notably, LifeLock the number 1 provider of identity theft protection.

The founders of this company, Mike Toloff and Parimal Naik come from a very successful background relating to the financial services industry and over the last 9 plus years have taken what was once an operation ran from a small back room in a shopping mall to a state of the art facility with representation across the country

Financial Education Services Products

Today’s market place demands products that will not only help consumers reenter the market place but as well help to educate them on important factors related to financial literacy that were never taught during formal educational years.

It is this combination of products, service and education that has helped FES to become a powerhouse in the market place today and what separates them from there competition. When you educate your customer base you have a potential for not only referral business but as well retention of existing clients.

Financial Education Services products consist of Credit Restoration, Positive Credit Building, Pre-Paid MasterCard, Wills and Trusts and the inclusive FES Protection Plan Membership that includes previous mentioned services along with DebtZero (Debt Pay-off System) and My Financial Lockbox.

Financial Education Services Business Model

The business model or distribution of these financial services is delivered through a network of independent distributors or what FES refers to as “Agents”. Agents are compensated for the sale of these products and also have the ability to build teams of agents and receive overrides and bonuses based on their team production.

The business model is a form of MLM or as more commonly referred to as Network Marketing. The unique thing about the FES model as that agent’s can opt to simply sell the products and not participate in the team building aspect of the business although to maximizes the compensation plan you will want to participate in both sales of products as well as team building.

Is Financial Education Services Right for You

Well let’s examine the facts; it is estimated that over 50 million Americans have less than a 599 credit score (Sub-Prime Credit), 90% of the population does not have a will and trust combination, the average consumer household debt is approximately 20K with no plan in place to pay it off and identity theft is the fastest growing crime in America. With that being said, it’s almost a certainty that most people know someone that can use the services that Financial Education Services provides.

The most likely candidates for the FES business opportunity are professionals in the financial services industry such as mortgage brokers and Real Estate professionals. There has also been a recent surge in interest from the insurance industry.

This opportunity just like any other home based business is great for anybody looking to enter the network marketing industry. There are no license requirements for the agents since FES is licensed and bonded in all 50 states including Puerto Rico.

The bottom line is if you’re the type of persons that needs the services offered by FES, will to sharing products that can benefit others or enjoy working from home than the Financial Education Services opportunity could be right for you.

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Incredible Business Growth With Custom Boxes

Some people are unaware of the little things that make a business move from a small business to a well-recognized business. One of such little, forgettable things is having custom boxes for every business. To confirm the truth about the importance of custom boxes, look around you, and list any five businesses or well-recognised servicing company you know, and you will immediately realize they all have their custom packages which stand as their branding.

For those people who are not conversant with custom boxes, here it is. These boxes in simple words; is your label, your brand, your name, your touch, being handed over to your customers in the form of the packaging used when delivering the goods to your clients. It is actually a box, or package bearing the seal of the company or business.

You might think this will cost so much for your small business, but no it is far cheaper than you thought and the effect it leaves for you is far more valuable. These have lots of benefits, but you will see a few of them listed here.

Benefits of Custom Boxes

1. These boxes give your Customers and excitement: your business can stand out with a unique box or bag the customers receive their goods in. It will amaze you to know that just a beautiful bag or box can make a customer repeat purchase. This little effect speaks volumes, of who you are, and how you value your customers. Everyone wants to be appreciated.

2. Serve as your marketer: Are you having trouble marketing your business without spending so much? Oh, this incredible little move of custom boxes is a marketer, spreads thick of how many people will see your brand name, as customers walk away with your name on them, by holding your bag.

3. Custom boxes spread your brand like a virus. Your business will be in one city, but the custom bag is in another. Don’t worry this means your business is spreading like a virus, and your Company will soon be visited by new customers.

4. These boxes are cheap to get: You don’t need a big business to use these custom boxes. You can use them for every business with customer packages, by hand or shipping. These boxes are cheap to get and won’t bite your business in any way. You can get the right information and do it with the most competitive producers available. This makes you get it, at almost no cost.

5. These create a rewarding excitement: you can’t take the joy and excitement you get when your customers appreciate your custom boxes, you know what they are actually appreciating? Your business. This will overall give your business the needed lift.

Little things are most times the hardest things to do, but now you know better. You can give your business the little push it needs to thrive. Get your custom boxes and let your business go viral.

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Brainstorming To Start A Small Business – Questions To Answer

Hello readers and potential future entrepreneurs. I understand the feeling; desire to create, operate, and succeed. Throughout my professional career, I have learned that there are numerous steps that must be taken in order to organize opening and operating a small business. I have put together a few questions which aspiring entrepreneurs should, at the very least, consider reading over. There are many questions that may arise with opening a small business, and I will address a few of those questions briefly in the following list of questions one may ask while brainstorming.

What type of business do you want to open? There are various business endeavors an entrepreneur could involve themselves in. It all comes down to what knowledge one has, or is willing to obtain. Are you a restaurateur? Repairman? Plumber? Home health / assistance? Do you have experience managing or working at such establishments? Do you need formal education from an institution? Will you work as a sole proprietor, or a partner / member? Research limited liability corporations (LLCs) in addition to sole proprietorships and partnerships. S corporations are another option, but they are for business with stockholders, and may not be right for your particular business application.

What kinds of licensing and/or permits are required? Each business will have different licensing requirements; it all comes down to what the entrepreneur ultimately chooses to do. A restaurant would need food safety licensing in addition to basic business licensing, and if alcohol is on the menu – there is another permit the entrepreneur would need to legally sell alcohol on the premises. Repair oriented businesses would need at least the business license to repair, but if they sell parts as well, they would need to have “retail” listed on their business license in addition to “repair”. Health care services require at least formal education and licensing as an LPN, RN, or one of several other health care related licenses. Be sure to check your state’s laws to ensure what is necessary to operate your type of business.

What training / education / certifications are required to legally run this business? We touched upon this in licensing / permits, however there is much more involved than the required licensing. For example, one cannot operate a vehicle collision repair business without the knowledge of performing those types of repairs. There are schools that can be attended to learn what must be learned to effectively operate nearly any kind of business. However, there are also businesses where experience is enough to operate effectively without needing any formal education (lawn care, house cleaning just to name a couple). Also, there are certifications for training in nearly, if not all, care industries.

Does this business require a storefront? Retail establishments will undoubtedly need a storefront. Bear in mind, retail business will have a much larger initial investment than a service based operation. That initial investment is inventory. Some service businesses may not need a storefront to operate, as much of the service performed could very well be on-site. If a storefront is necessary, be sure to consider delivery or on-site service if it is feasible for your operation.

How much will it cost? This number will vary wildly based on the type and size of business you are planning. For smaller businesses, this number could be as low as $200 for a license and/or permit, or as high as a million dollars or more. Obviously, inventory is very expensive, and so are specialized tools for performing extremely precise work. Calculate the expected opening and operating expenses. Determine what size storefront is needed (if applicable), and research local commercial realty properties, locations, and prices. It is absolutely cheaper to rent in the short-term, although the thought of owning property that is paid off is very tempting. Prices on most things will vary based on your location. Employees are another cost, if your business warrants employees. When employees come into the equation as opposed to sole proprietors or partnerships, one must add extra insurance for the business (unemployment insurance comes to mind). Check with your selected insurance company for which types of additional coverage are required, and if offering health insurance can be done reasonably. Those employees will also need to have taxes paid on their wages – part from the employee’s paycheck and part from the company. Another potential cost is repayment of loans, if you don’t already have the capital needed to open your business. Basic operating expenses are not to be forgotten, as heating/cooling, Internet connectivity, and utilities will be regular expenditures for any storefront. On-site service operations cost very little when compared to a physical storefront.

How can an individual pay for this? If you do not have the funds available, which is very common, applying for loans is a way to attain funding. Be sure to have a business plan with projected expenses and revenues. There are other ways to gain funds for a business. Look into grants. While they are not very common, they are a potential source for assistance nonetheless. If many people believe in your dream, one could possibly acquire donations from those individuals.

What about accounting? Bookkeeping is a necessity – research which accounting/bookkeeping software would work best for the type of business you are planning. Point-of-sale (POS) systems are needed for “ringing up” and selling inventory or goods to the customer. POS systems keep track of sales, sales taxes, employee labor dollars spent, and many other items. If you are apt at creating spreadsheets, you may be able to keep track of your own inventory depending on your particular business model.

I hope this brief listing of questions and potential answers has been of assistance to aspiring entrepreneurs. Although there are countless successful entrepreneurs who have little or no formal education in business, it is never a bad idea to research courses regarding administration and management. Be sure to take a look at the Small Business Administration’s website at http://www.SBA.gov for more helpful information.

The author, Johnathan Baker, is an educated entrepreneur, with over ten years of experience in small business administration and management. Opening any type of business is no simple task, as many things must be considered. With experience opening, operating, and managing small businesses, the author aims to help aspiring entrepreneurs in realizing their dreams. While the questions are not all inclusive, they are, at the very least, a good bit of information to consider throughout the beginning processes of opening a small business. Take the information provided and begin or continue working on your business plan on the road to entrepreneurship.

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Dealing With Conflict in the Workplace

Introduction

Conflict is a major concern in both your personal and working life. If not deal with quickly, tactfully and efficiently conflict could lead to serious confrontation and / or a complete breakdown of relationships. It could even lead to violent and dangerous situations.

A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.

There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organization's reputation for customer service and its continued success.

What causes conflict.

Conflicts usually occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between collections and / or management. The issue becomes one of power, of gaining control or of 'being proved right'. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.

Conflict can also be caused by a lack of communication or by a failure to recognize the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work collections.

Conflicts due to customer related issues.

A complaint, no matter how trivial it may sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organization to do business. They have a need and they believe (or hope) that you will be able to fulfill that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.

Conflicts arising out of customer related issues could include;

  • Problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
  • Delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
  • Difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
  • Drug or alcohol related issues. These could include being refused entry or ejection from concessions due to their condition and the risk they represent to other customers or staff.

Conflicts due to misunderstandings or communication barriers.

No two people are exactly alike – not even twins. People have different points of view thought about by the many influences on their lives.

These effects include;

Genetics – the things that we inherit from our parents and over which we have no control. These things might involve the color of our eyes and hair to our health.

Upbringing – which involves the way in which our parents raised us and the values ​​they instilled in us.

Culture and religion – this influences the things that we believe to be true and the customs and traditions we follow

Economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.

Education – our level of education will also have a large impact on what we think and how we view the world.

The environment – this means the environment in which we operate: our neighborhoods, housing situation, and the people we are surrounded by.

Life experience – involves all the experiences we have had in our lives, the successes and failures, the lessons we have learned from these experiences and the many roles that we have played to date.

All of these things and more go in to making us the individuals we are and our thoughts and feelings about almost everything we come into contact with will be shaped by these influences. So we have our own opinions and points of view on a whole range of things and these sometimes clash with other peoples. These clashes can take the form of a lively but friendly debate but they could just as easily become heated and aggravated and degenerate into shouting matches. The beginnings of conflict.

We can avoid these situations by reaching an understanding between the parties. This can be done by communicating openly and honestly, being willing to listen to the other person's point of view – remembering that the influences that have shaped their beliefs and view points could be very different to yours – but no less valid.

Misunderstandings and communication barriers could occur because;

  • People do not listen to each other with an eye to reaching an understanding
  • People are not prepared to compromise in order to resolve the situation
  • People do not understand cultural differences and are not prepared to make allowances for them.

To resolve a conflict situation steps need to be taken to bring the two points of view closer – to reach a compromise that both parties can accept. Part of good conflict resolution skills is the art of communication and recognizing the barriers to a good two way communications flow. These barriers can include;

  • Not paying attention . Customers or colleges who are trying to communicate with you will feel ignored and frustrated if you allow yourself to become distracted. Not paying attention to them is rude and unprofessional and stops the communication flow. The result of this could be the loss of a customer, a complaint about you to your manager or a loss of respect. Do not allow yourself to be distracted – focus your attention on what is being said and really listen to your customer or colleague. If you must interrupt the conversation to answer the phone, or speak with another staff member, excuse yourself.
  • Not looking at a person . Maintainable reasonable eye contact with the person you are communicating with is very important. It shows you are paying attention and that you are interested. By not looking at the person who is talking to you, you are indicating not only disinterest, but are also making them feel uncomfortable. They may think you are not being honest or trustworthy – you may be trying to hide something from them.
  • Interrupting . Interrupting someone when they are talking is a major barrier to open, two way communication and could easily cause conflict. Once again, you are indicating that you are not interested in what they have to say. Breaking into what they are saying to make your own thoughts known, or worse, to finish their sentences for them is no way to gain a proper understanding of the other persons needs and expectations. Allow them to finish what they are saying and pay attention. If, for some reason, the conversation needs to be wound up, then take control by asking leading or closing questions – that allow for short answers only.
  • Tone of voice. The tone of voice used during a conversation could also start a conflict. Arrogance, demand, anger, whining, disinterest etc. All add a tone to the voice that can cause people to react negatively. When dealing with customers or collections you should keep your tone friendly, calm and pleasant. At the very least, if you do feel annoyed you should try and keep the tone of your voice neutral.
  • Sarcasm . Sarcasm has no place in any conversation between two people and is an open invitation for conflict. There are times, in everyone's working life, when you think "If I get asked one more stupid question, I'll go mad!", But sarcasm in the face of a silly question or remark does nothing but hurt the other person and, Possibly, dent their self esteem. We often forget that not everyone knows everything we do about our industry – in fact most customers know very little about the tourism and hospitality industries. We can forgive our customers or junior collectors, therefore, for asking questions that may have obvious answers – obvious only to someone who knows. Show patience and understanding – it's just as easy and much more pleasant than giving a sarcastic or snide answer.
  • Rudeness . There is never any excuse for rudeness. A respectful and courteous attitude on your part should avoid or defuse any antagonism a person brings with them into your office. Should you find yourself never the less, dealing with a person with whatever you simply can not get along – rudeness is not the solution. Speak to your supervisor or manager and ask for their advice.
  • Cultural differences . Cultural differences can be the source of a great many conflicts. When dealing with people from other countries, other beliefs and so on, it is easy to misunderstand words, gestures and customs. If you want to excel at your profession it is a good idea to familiarize yourself with some of the more prevalent customs of other cultures. On the whole, however, people from all over the world, from all walks of life and from all creeds respond well to respectful and courteous behavior. Do not make fun of customs you do not understand. Treat everyone you deal with, both customers and colleagues, with respect and you should do very well.

Any one of these points could provoke a customer or a college into complaining – which could then, potentially, turn into a conflict. It is a good idea therefore, to remain courteous and polite when dealing with other people.

Signs of potential conflict

A conflict does not happen suddenly. People do not go from calm and cool one moment to angry and aggressive next.

Conflict builds. It may take hours, weeks or even years. However long the process takes, there are always signs that a conflict is building. If these signs are recognized early then steps can be taken to quickly and efficiently resolve the situation before it becomes a major issue.

Early signs of conflict can include (but are not limited to):

  • Aggressive body language: Narrowed eyes – trying to intimidate you Flared nostrils – a sure sign of building anger as the person takes a deep breath, either to control themselves or to go on the attack Stretched muscles in the face and jaw line – tightened in building Anger and aggression Tapping fingers or feet – shows impatience
  • Malicious or negative gossip among collections
  • Difficulty in discussing an issue calmly and rationally
  • Tone of voice – indicating boredom, sarcasm, irritation

These are all signs of irritation, dissatisfaction or impatience. If you recognize any of these signs when dealing with a complaint or a conflict you should endeavor to find out the reasons why the other person is starting to feel impatient or irritated. You can do this by asking relevant questions and listening carefully to their answers. In this way you can reach an understanding of the issue at hand and possibly avoid escalating the situation.

If not recognized and acted upon these signs could then be followed by;

  • Raised voice – speaking rapidly in a loud, high pitched voice – or even shouting
  • Body leaning forward in an effort to intimidate
  • Hand gestures – finger poking and pointing in an aggressive manner.
  • Refusal to cooperate
  • Storming out of a room, slamming doors, drawers or implements

At this point you may already have a conflict and it will take careful handling to bring the situation back under control

Crisis situations

Complaints can escalate into conflict and conflict, if not resolved effectively, could potentially escalate into a crisis.

People wish to be taken seriously. If they are not, or are repeatedly ignored, it can become aggressive and a threat to safety and security of the organization and the people in it. Equally, people who are under the influence of drugs or alcohol, and are not in control of themselves, can present a danger to those around them if they are not handled carefully.

Situations where personal safety of customers or colleges may be threatened and assistance required may involve:

  • Drug or alcohol affected persons
  • People with guns or other weapons
  • Situations where someone has been or may be hurt
  • People who appear to be violent or threatening
  • Situations where customers refuse to leave or to be pacified.

In these cases it is extremely important to:

  • Keep calm yourself and to try and calm the other person.
  • Move them, discreetly, out of the main area of ​​your office or shop
  • Take note of details of the problem for future reference
  • DO NOT argue with a person who is visibly upset or aggressive as this will only compound the situation.
  • Bring in the assistance of relevant management, security and / or entities such as police as soon as possible.

Organizational requirements

You can not simply make a conflict go away by giving the complaining party whatever they want. Resolving a conflict is a deferred balance between reaching an agreement between parties while at the same time staying within the constraints of your organizations requirements and policies.

These constraints may include:

Costs issues. Often, a conflict with a customer will be centred around dissatisfaction with a product or service. If the product or service was actually found to be faulty then the simplest solution to the problem is a straight forward replacement. Sometimes, however, the situation is not as simple and the customer will demand further compensation. In these cases a replacement may not be enough and something extra may need to be done. When determining the amount of compensation, if any, to be offered to the client, there are a few issues to consider. These could include;

  • Customer good will & repeat business. If your organization is dependent on customers coming back again then this is an important consideration.
  • Organisations reputation. A dissatisfied customer will tell many people that they received bad service from an organization who did not meet their needs and this can lead to a loss of business.
  • Direct cost. Compensation to a client can be in the form of cash, additional products or services, or an upgrade to the product or service they have purchased. If compensation is to be of a monetary nature then the cost to the organization must be considered.

Organization policy on refunds or exchange . Most organizations will have policies on giving refunds. Some companies will give money back, others will give credit for products or services they provide. In the tourism industry you must also consider the refund policies of the principals you deal with. For example some advance purchase airline tickets do not allow refunds at all within a given period prior to departure and if the customer does not use the ticket, they have lost their money.

So before agreeing to provide a solution to the customer, you must first determine if it is financially viable to do so and to take the organizations policies and procedures into account.

Resolving conflict situations

When a person has purchased a product or service from your organization and it is not what they expected it to be, or does not perform properly they will feel dissatisfied and disappointed. As a consequence when this person complains that they generally believe that they have a legitimate reason for doing so and they may do so long and heatedly to the first person they come across in your organization. This might be you – even though you had nothing to do with the original sale and have never met the customer. The worst thing you can do is tell them its not your problem.

Take ownership of the issue, regardless of whether you were involved in the problem or not. "Passing the buck" at this point is not going to help matters. The customer approached YOU, so deal with the issue and do not pass them off saying "It's not my problem" or "The lady who handled this is not here now ….". At that particular moment in time the customer does not see you, the individual, they see you, the representative of the company, so it is you, the representative of the company, they expect to help them.

If you were not part of the original transaction where the problem occurred get as much information as you can from the customer to help you determine what to do. For example, you could ask;

  • Exactly what the problem is
  • When & where it occurred
  • How long ago the problem occurred
  • What they paid for the product or service
  • How they see the situation being resolved – this will give you an idea of ​​the person's expectations and how they impact on the organization's policies and procedures.

If the person who was involved in the original transaction is available you should ask them to join the discussion in order to get both sides of the picture. It is very important, however, to keep to the issue at hand and not to let emotions or ego get in the way of finding a solution to the problem; Stay calm, listen to all points of view with an open mind and try to keep the communications process flowing in a positive manner.

Finding a solution to a conflict involves a certain set of skills and techniques. It takes a step by step approach to ensure a positive income for all parties concerned.

Steps in resolving conflict

Finding a solution to a conflict will often become a matter of "give and take" where one party makes a suggestion that may not be entirely acceptable to the other. When this happens you will need to define the issues as seen by all parties and negotiate a mutually acceptable exit. This would normally occur in a logical sequence:

  1. Define the problem
  2. Work out what you want out of the conflict
  3. Brainstorm for options
  4. Evaluate solutions
  5. Decide on solutions

Define the problem

Everyone involved in the conflict needs to agree on a definition of the problem before it can be solved. This could mean describing the problem in terms of each persons needs and understanding of the issue at hand. Questions to consider might include:

  • What is the problem? Is it only my problem? Who else is involved?
  • Can I solve it? Is it worth solving?
  • Is this the real problem or merely a symptom of a larger one?
  • Does it need an immediate solution or can it wait? Is it likely to go away by itself? Can I risk ignoring it?
  • Does the problem have ethical dimensions?
  • What conditions must the solution satisfy?
  • Will the solution affect something that must remain unchanged?
  • Will I need help?

Asking these types of questions will outline what all the issues are from various perspectives giving you a firm foundation for exploring options. Depending on the nature of the problem and what it will take to resolve it, it might in extreme cases even be worth letting the matter go. It is important to keep a customer satisfied, but not at all costs. If a customer is being completely unreasonable and demanding then sometimes it is the better option to lose that customer.

Work out what you want out of the conflict

You also need to develop a clear understanding of the expected outcome. This could be; An agreement on acceptable compensation for faulty products or service a better relationship with the other party a mutually acceptable solution to an ongoing work issue the other person to respect your opinion With firm expectations of what would be an acceptable exit in mind, you can then begin To negotiate with the other party until an agreement has been reached.

Brainstorm for options – When all parties concerned have had the opportunity to explain their feelings on the matter, then all of the issues should be out in the open. At this point you can look at the various options available. There might be a number of solutions to the problem which could work for everyone involved. Do not get stuck on one solution just because it's the first one you find. Be creative about the possibilities available to you, and look for common ground. You can decide from the options later.

Evaluate solutions – In deciding the best result from the options available you should weigh up the pros and cons of each one based on the organizations policies and procedures, cost or budgetary constraints, legal ramifications and mutual benefit. When discussing and evaluating options it is often the case that each party will prefer an option that most closely gives them what they want regardless of its impact on the other party. In these cases you need to negotiate and compromise so that an agreement that both parties are satisfied with can be reached.

The Art of Compromise – Compromise does not mean giving in or losing. It means looking for ways to meet each others needs by making concessions to the other party involved. Compromise involves negotiating what you are, or are not, prepared to do in order to get what you want.

You should be open to good arguments rather than pressure or manipulation from the other party. Be open to reason but closed to threats. In difficult conflicts it might be necessary to bring in another person to mediate. This person may need to be skilled, mutually respected, and not have a personal interest in the outcome.

Decide on a mutually acceptable solution – When all available options have been tabled and considered then you can decide on the best one – the one that keeps both parties happy! Make sure each person takes responsibility for agreeing with the decision. This may take the form of a written agreement or contract, or a letter outlining what was agreed to.

Separate your feelings from the problem . When your emotions get tangled up in the pros and cons of an argument you can not reach the best conclusion. If you take a strong position because of the way you feel, you can not work out the best solution to the problem because your perception of it is controlled by things which are likely to have nothing to do with the problem. It's not about who is right or wrong. Arguing over who fault it is or placing blame will do nothing but increase tension and get in the way of resolving the situation. You should not let your feelings get in the way. Points that can help here include:

  • Act and speak calmly. Arguing with a customer or colleague could result in a full blown confrontation. Pause before making a response to them. This will give you time to collect yourself, to calm any irritation you might feel and also gives you a chance to work out how to phrase your response in the most appropriate way.
  • Try to put yourself in the other person's place; Empathise with them. Use expressions such as "I can understand why you would feel that way" and encourage them to share their point of view.
  • Listen carefully and completely to what they are saying. Hear them out without interrupting them. Show you are interested through a positive listening attitude and ask clarifying questions to make sure you have understood them correctly.
  • Be patient and understanding. Do not interrupt them. Once they have had their say, they will generally be a lot calmer and easier to reason with. The problem can then often be resolved in a civilized manner.
  • At the appropriate time, acknowledge their point of view and ask them to give you the court of now listening to your (organization's) position. For example; "I understand what you are saying, may I now explain our position to you, and then we can see how we could solve the problem together?"

Documentation

Recording accurate information about complaints, conflicts and their outcomes is a very important part of any business. This type of information will show (among other things);

  • Areas of the business that are not working properly
  • Processes and procedures that need to be changed.
  • Things that customer like / or do not like about your products or services
  • Gaps in the supply and demand of your products or services

With this information in hand, an organization can then use it to continuously improve its products, services, image and reputation.

Information can be recorded by way of (but not limited to):

  • Letters (or emails) of complaint. These should always be taken seriously. A written complaint should be answered immediately – even if it is simply to advise the customer what will happen next. An investigation of the complaint should follow and the customer should then be advised of the outcome. A report of the complaint and the outcome should then be sent to the relevant supervisor or manager for any further action needed.
  • Notes taken during a phone call or after a face to face meeting. Once again, it is good business practice to record the details of complaints or discussions about conflicts. These notes can be used for the organization's continuous improvement program but they can also be used as reminders of the conversation should a dispute arise.
  • Formal documentation. These could be; Refund forms Credit notes Contracts or agreement forms

Evaluating conflict situations

It is good business practice to continuously look for ways in which an organization can improve its practices and procedures. One of the main ways an organization can do this is by seeking feedback – comments from customers, staff and other visitors to the organization. Reasons for seeking feedback can include;

  • To ensure customer satisfaction and repeat business
  • To maintain its reputation
  • To learn from errors or mistakes
  • To make improvements to the service or product delivery or quality to improve productivity and efficiency
  • Follow up to see if customer is satisfied in the case of a complaint or conflict

In a matter as important as a complaint or a conflict, feedback can also be taken by way of a phone call, letter or even even a personal visit to the person concerned to ensure that any issue that exists between the conflicting parties has been successfully resolved.

When looking for how effective the solution to a conflict was, some of the questions that should be asked could include:

Why did this situation happen in the first place ? A close examination of the circumances surrounding the matter of conflict from both the customers and the organizations perspective can show up problems in procedure, policy or product or service delivery. Issues to look at could include;

  • Was there a breakdown in communication?
  • Is the service delivery as good as it could be?
  • Are the organization's policies and procedures as effective as they could be?
  • Was the service / product faulty in some way?

Did we resolve it effectively ? This is a very important question from the customers and the organizations point of view.

  • For the customer, resolving the problem effectively could mean that they are satisfied, that they have received value for their money and most importantly that they will probably continue to do business with you.
  • For the organization, resolving the problem effectively could mean that they have retained a customer and kept within organizational guidelines and budgets

When looking at how the problem was resolved:

  • Ask critical questions about the output – was it the best possible option for every one concerned? Did it cost your organization money? Too much money? Was the income worth the cost?
  • Evaluate the customer's reaction to your proposal – were they happy with it? Were they prepared to be reasonable? Will they continue to do business with you?
  • Compare the situation to any previous incidents of this nature. How was it handled last time? Is there a pattern emerging that should be addressed?
  • What can we do to prevent it happening in the future? By looking at how the problem occurred in the first place and how effectively you resolved it you can then take any necessary steps to prevent the same thing happening again. This might mean; A change in policy or procedure A change in a product or service training staff in customer service skills Training staff in conflict and complaint handling

By asking these, and other relevant questions, you can make improvements to the organization. This could lead to greater customer and staff satisfaction which will have a positive impact on the organizations continued success and prosperity.

For more information go to: www.lptraining.com.au

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The Difference Between Digital Books and Ebooks

Most people today, don’t know the difference between a digital book and an ebook. In fact, many people think they are one and the same. They couldn’t be farther from the truth. They are entirely different species of the same animal.

Digital books

Digital books, sometimes also called electronic books or PDF books, are scanned, digital facsimiles of standard printed, published books. You can think of them as enhanced copies of the actual hard or paperback books we have come to know and love.

When we are talking about the digital version of newer publications, they are pretty much identical to the original. When talking about old or even ancient publication, they are much better than any original you would find on the shelf of your local library. Since they are facsimiles of the original printing, this really increases quality and helps overcome the problems of many older books, such as yellowed pages, stains, see-through or onion skin type paper, colored paper, brown inks, etc. These are scanned pages, not ‘copied’ pages, and the quality of print truly represents a better quality than the print of the original book.

The great majority of digital books come in PDF format, though Amazon offers a Kindle edition, Mobipocket offers the MOBI version, then there is the plain TEXT format, as well as many others.

Digital books are usually far less expensive than their hard or paperback counterparts, and there are hardly ever shipping costs, unless they are delivered on a CD (Compact Disk).

Ebooks

Ebooks are digital books too, but they were designed and written for the internet. Many, if not most ebooks were never officially “published” at all, unless you count posting something on the internet as publishing.

Most ebooks were meant to be written quickly, with little or no expenses except for possibly distribution. The majority are short, almost always less than 100 pages, usually under 50 pages. Some ebooks are literally slapped together in a matter of hours. Often they are little more than several short reports combined together.

Many ebooks are self-help books, or manuals of some kind, though there are some eBook works of history and fiction to be found if you look for them. More often than not, they have little or no literary value, their intentions being the distribution of facts, instructions and/or ideas.

Sometimes you may come across the eBook version of a hard or soft cover book. It will even be called the “ebook version” of whatever book. But if you look closer, you will find that this eBook version is almost always far fewer pages than the original. You may as well call the “ebook version” the “condensed version” of the book.

Though you will find many ebooks in PDF format, much like digital books, but many come as various generic interactive applications. But don’t let the initial attraction of interaction fool you. Even if this sounds like high tech education at first, you will find that there is not much to the promise of interaction. It just disguises the fact that these books are short, technically no more than a few pages, with little to no real practical, and even less academic value.

Last but not least, ebooks are often free or cheap, though you will occasionally find some specialty instruction “programs” costing hundred of dollars.

Conclusion

Technically, ebooks are digital books, though practically there is a big difference. Personally, I usually prefer a digital book to its eBook cousin.

By Thomas A. Retterbush

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Why Should I Engage in Outdoor Recreation Activities?

More and more people engage in outdoor activities these days, as outdoor sports are becoming very popular. The top recreational activities include kayaking, jogging, walking, hiking, and camping.

This article is for the people who love to spend their time outdoors, enjoying new adventures in fresh air.

How can outdoor recreational activities be beneficial to you?

The foremost advantage of spending time outdoors is gaining a good mental spirit and healthy balance of your body. Not only will it help in giving you the liveliness that everyone should have, but it will also pump your life force and the love of living.

Activities such as walking, bird watching, kayaking and camping all make you feel happier while appreciating the beauty that we often forget during our busy hours at the office. Nowadays the stress level has increased so much in everyone's life that everyone, without exception, describes a small break to get rid of this stress. Sometimes a small walk in the park will do the trick and can lighten up your tensions and make you feel happy.

In today's hectic life styles, we hardly find time to spend with our families and friends. Engaging regularly in various outdoor activities can help you create much stronger bonds with your family and friends. You can interact and talk more with your friends and family while sharing the astonishing experiences of a different outdoor activity each time you go out.

How can outdoor recreation help you in saving money?

Our lives are never smooth and secured; Everyone comes across various difficult times in their lifetime. Taking the time to engage in simple outdoor recreations will not only help you mentally, but you will also find that it costs close to nothing. For example hiking does not cost anything when compared with cycling. All you need is a pair of good shoes and a mountaintop to hike to. Another example is simply playing outdoors with your kids. Nothing will beat playing soccer or tags with your kids, especially when you take time off from a stressful job.

While there is other activities like hunting that are somewhat costlier however they will provide you with a lot of thrills and great sense of accomplishment. If you can not afford spending money on such activities then you still have many options that will definitely suit your pocket.

You should try to spend as much time as possible in these types of activities. You should also encourage your friends, family and kids to spend such a wonderful time together building good memories. Nothing can be more enjoyable and beneficial than gaining a good and healthy lifestyle by being in the outdoors.

Take full advantage of the beautiful world we live in and its alluring nature that surrounds us that we inheriting for centuries from our ancestors.

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Investing In Quality Auto Repair Services – Is It Worth It?

Auto Repair Services- Why You Should Invest In Quality Auto Repair Services?

Investing in quality auto repair services can help you enjoy a safe and smooth drive. While you can always take a DIY approach for the general car maintenance services such as an oil change, tune-ups or diagnostics but always hire a professional for the complex car problems. If you want to get a better value of your car in future then you should know how to take care of your car.

Choosing A Quality Repair Shop

Always get referrals/recommendations from your friends, relatives, coworkers and other people you trust. Co-workers can help you find a good repair shop in your locality. It is always a good idea to find a good repair shop before you need one. This way you won’t have to pick someone randomly.

Thanks To The Internet!

Look online to learn about the top repair shops operating in your locality. Compare the different quotes to choose the best deal. Ask them to show the license and also check whether it’s an updated license or not.

Consult local consumer protection agency to see if there is any complaint against the repair shop from the old or existing customers. Above all, you should make sure that they can fix the problem easily.

Tips

Have a look at some of the following tips to consider before you start your search for the best repair shop:-

Tip 1

Read The Car Manual

You should always take time to read the manual and understand the specific instructions mentioned in the schedule. A manual has all the necessary information. So you should go through all the instructions carefully before choosing any repair station.

Tip 2

No Quick Decisions

Remember, it’s always a good idea to shop around for the best deal before you meet a breakdown. It will help you to make the right choice because you are not choosing someone randomly. Never ever choose a repair shop/repair mechanic without checking the testimonials. A little bit of research can help you choose the right service provider for your car.

Tip 3

Word Of Mouth

It is always a good idea to get referrals/recommendations from your friends and family. Word of mouth is still considered as one of the best ways to find a reliable professional.

Conclusion

Put a little bit of effort to find quality auto repair services. It will give you many benefits in the long run.

Happy Driving!

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