Birthday party by Katharine Brush

They were a couple in their late thirties, and they looked unmistakably married. They sat on the banquette opposite us in a little narrow restaurant, having dinner. The man had a round, self-satisfied face, with glasses on it; the woman was fadingly pretty, in a big hat. There was nothing conspicuous about them, nothing particularly noticeable, until the end of their meal, when it suddenly became obvious that this was an occasion—in fact, the husband’s birthday. And the wife had planned a little surprise for him.It arrived, in the form of a small but glossy birthday cake, with one pink candle burning in the center. The headwaiter brought it in and placed it before the husband, and meanwhile the violin-and-piano orchestra played â€Å"Happy Birthday to You† and the wife beamed with shy pride over her little surprise, and such few people as there were in the restaurant tried to help out with a pattering of applause. It became clear at once that help was needed, bec ause the husband was not pleased. Instead he was hotly embarrassed, and indignant at his wife for embarrassing him.You looked at him and you saw this and you thought, â€Å"Oh, now don’t be like that! † But he was like that, and as soon as the little cake had been deposited on the table, and the orchestra had finished the birthday piece, and the general attention had shifted from the man and the woman, I saw him say something to her under his breath—some punishing thing, quick and curt and unkind. I couldn’t bear to look at the woman then, so I stared at my plate and waited for quite a long time. Not long enough, though. She was still crying when I finally glanced over there again.Crying quietly and heartbrokenly and hopelessly, all to herself, under the gay big brim of her best hat. Purpose of the story is that Appreciation is the best reward of the hard work in close relations. In story the woman wants to surprise his husband on his birthday, for that p urpose she arranged cake for him and also she dressed a big hat which shows her happiness on that occasion. But at last the husband shows a rude behave. Literary devices used by Narrator: Devices used by narrator to show efforts did by wife to surprise. 1. Glossy birthday cake 2. One pink candle3. Served by headwaiter 4. Music of violin-and-piano The women walk with a huge hat to show excitement on her husband’s birthday. Hot behave of husband to show that he is now happy with his wife excitement. Opposite to narrator ( not included in answer) . The women walks in with a huge hat [looking for attention] and grabs a seat. The man is want a simple birthday party with dinner only. The waiters come out with a huge PINK cake. It sounds like the women is doing much for her husband, and is excited. He says something short yet hurtful and she bursts out in tears.Attention here once again. It was a pink cake and the man wasn't looking for to much attention, and narrator seems to direc t all the attention on the cake purchased by wife. Therefore when reading it, you may think at first, how rude of the man. But analysis shows that hey, it wasn't really all his fault, the women was trying to make a scene. But we can't see this because of the narrator is watching from a far and doesn't show the thoughts and emotions. Reference: 1. www. sccollege. edu/projects/433/Birthday%20Party%20K. %20Brush. doc

Domestic Violence In Sports Essay

Throughout history, sports players have been in the public eye. They’re much thought of as the heroic figures to those who desire a career in the league or even the â€Å"die hard† fans who are dedicated. When thinking of the stereotypical traits of a heroic figure as someone who’s trustworthy, honesty and viewed to be an untouchable individual. But as we all know not every story is what some may call â€Å"picture perfect†. People fail to realize that their champion winning sports players we cheer on during game days are just like everyone in the world. The question being how can we establish a connection with ones that real side may barely be shown? In recent weeks, sports media has been booming with tabloids about domestic violence cases of well-known players in their leagues. As we the public become intrigued to see these players fall from their immortal status from committing such a crime thought to be impossible for them. As fans typically only take a glance of their lives on the field; I come to wonder if it’s more of a shock to them or a reality of everyone’s ability to be held equally. Would the standards be different if your position in society didn’t matter as much as the crime that has been committed should? An article published online in USA Today last week, states that even with the multiple controversies going on in the NFL and the nation, is taking much needed action towards players involved in the domestic violence convictions such as. Actions are also being taken in teams like the Baltimore Ravens running back Ray Rice, was charged with a domestic violence case with an assault his then-fiancà ©e Janay Rice, who was left unconscious for in an elevator. Rice is known to have a clean record, after authorities released the video of Rice and his then fiancà ©e knocked out; the agreement between the NFL and the Ravens to end Rice’s contract following up with an indefinite suspension. This decision was reported by researchers- Erik Brady and Jim Corbett both journalist for USA Today. In addition to the NFL furthers taking action an article by researcher Will Brinson a Senior NFL Writer, writes weekly articles and directs videos for CBS Sports.com. Brinson quotes statement from a memo from Commissioner Roger Goodell to the 32 NFL owners â€Å"The NFL is hiring four women advisors in shaping the league’s stance on domestic violence†, The league is attempting to change the outlook of how it handles domestic  violence with the hopes of being looked at for an earnest effort towards change. Goodell wrote, â€Å"Because domestic violence and sexual assault are broad societal issues, we have engaged leading experts to provide specialized advice and guidance in ensuring that the NFL’s programs reflect the most current and effective approaches.† In addition to Goodell’s memo, he also stated a plan for the four women such as Lisa Friel, the former Sex Crime Prosecution Unit in New York County District Attorney’s Office to be one of the women to peruse the NFL’s efforts. Domestic violence is the behavior used by one person in a relationship to control the other. This violence takes place in many forms and can happen all the time or once in a while. Although both men and women are susceptible to abuse, the most common cases are known to be found dealing with women who have been in some form neglected or abused. In studies cases of domestic violence have been on the rise, meaning more cases of not just celebrities but people all around the nat ion. As the talk rises of domestic violence cases pertaining to sports people see this as tragedy and a new cause to crime that has been happening for decades. It’s taken little pity on the actual victim but more on the player who is at fault. In the SBNation article written by Stephen â€Å"Poseour† Blake, stating that most fans are leaning towards defending team players rather than raising awareness for those who have been emotionally and physically impacted by the crime done. When do we ask ourselves, is supporting something worth it? With a personal belief that we should live by the rules of treating everyone with fairness and honesty as fans indicate sports players to be. In conclusion, I think that athletes are treated to an alternate standard compared to everyone because more is invested into their successful than their downfall. More cases of domestic violence are becoming better known to the public; especially in sports mostly pertaining to players in the NFL league. My feelings towards this topic are that even with fame of being known for a talent is a very rare accomplishment that’s few get to achieve. People still need to realize that no matter how famous a person becomes their still accountable for their actions. Personally I think that more should be done to the person accused of the crime just as equally for someone who isn’t on the fame radar. Punishment shouldn’t have a limit just because this person is well- known. Alon g with fans treating the victims more like the criminals instead of the players. When in reality  being a â€Å"die hard† fan doesn’t always mean supporting what’s wrong.

12 Angry Men Analysis 2

In the first part of the film when the stage of forming, as it is claimed by the Tuckman’s Team Model, occurs, we notice the main characteristics of this group(David A. Buchanan Andrej Huczynski, 2010). The group consists of 12 male middle aged white men probably coming from the middle class. Even from this first impression, admiring the effort of the film to achieve diversity, signs of prejudice appear. Specifically, the fact that all of them are men and moreover white men represents main biases of that period. Additionally, as it is mentioned to Sheldon’s Theory about the biases, the somatotype of each person declares in a certain way its character and this can be noticed by the selection of the characters and their match with the roles (Big guy is the tough one, smaller and thinner is the most innocuous, the handsome is the sensible and sensitive one etc. ) (David A. Buchanan Andrej Huczynski, 2010). Despite the fact that the movie is trying to accuse such biases (which will be underlined later) certain ways of projection of that period could not be avoided. This is one of the reasons why in the remake of the film in 1997 black actors participated as well and later there even women were introduced in the team for certain theatrical versions. (Eirini Flouri Yiannis Fitsakis 2007). The existence of a â€Å"one-off† situation like this in the movie leaves space for less inhibition for conflicts. Moreover, specific factors like the size, the external-internal environment and the definition of the process play a crucial role in the structure of the group. Obviously, the size of this group is 12, but the question is: why so many? The reason is that by having a greater number of juries the system of justice achieves higher levels of democracy with less possibilities of getting unfair decisions combining the memory, the knowledge and the experience of each member and eliminates any prejudiced behaviors. On the other hand as Social Impact Theory mentions the more members there are, the less responsibility they feel (Latane and Nida, 1980). In the external environment we could enclose the time of the procedure, which is unlimited at first but with a deadline coming up afterwards, and the conditions of the place of action, which is characterized by the humidity and the high summer temperatures, the broken air-conditioning, the unavailability of space. Such details could become the cause of stress, aggressiveness and as it was shown desire for fast result (just finish the procedure). In the internal environment issues like experience of previous similar situations, cultures, personalities, knowledge, mood, health, personal schedule and specialization could affect the result. Ending, a matter of significant importance is the definition of the procedure. In this case, we observe that after the release of the 2 alternatives there are 12 juries left. The juries have to decide if the boy is guilty or not guilty but there must be a full agreement (12 to 0) in each case; A democratic method which proves the importance of the situation. Alternatively, if they cannot reach an agreement they can decide a hung jury and then another trial will take place with different juries this time. The role of the foreman is usually for the most experienced person in this field or the first jury or for anyone who claims the desire and gets accepted by all. In the movie, juror1 supports this role setting the basic norms of the procedure. It is worth mentioning that nowadays, in the selection of the juries there is a specific procedure that is called â€Å"Voir Dire† procedure that clarifies the capability of the juries (Michael T. Nietzelt and Ronald C. Dillehayt 1982). Undoubtedly, the conviction of the biases of any kind is one of the main objects of this film. Primarily, in the first scheme, the judge seems really ninterested about the outcome and he seems to be sure about the result. The Halo Effect is â€Å"a judgment based on a single striking characteristic† and is being remarked in many cases during the film (Edward Thorndike, 1920). Moving to the main part of the film and the central procedure we can emphasize on the juror3 and juror10 who are the main rep resentatives of such prejudiced behaviors. Both of them were trying to fill the gaps of their knowledge using selective attention in certain facts and their personal experience (â€Å"Principle of closure† by Max Wertheimer 1880-1943). Everyone has his stereotypes and if we imagine stereotypes as pictures in our head, jurors 3 and 10 have the image of a dangerous criminal for the defendant, raised to act in certain ways (Lippmann, 1922). More specifically, juror3 expresses, from his first lines in the film, his perception against the young boy (â€Å"I ‘d slap those kids before†¦Ã¢â‚¬ ). But as the movie goes on, he expresses again and again his personal beliefs connecting them with his personal disappointment from his own son (â€Å" it’s these kids they are these day†, â€Å"I used to call my father Sir†). Even more he presents his cultural stereotype against the elderly (â€Å"How could he be positive about anything? †) Eventually, juror3 stands alone with his perceptions, believing in the boy’s guiltiness and through a psychological outburst admits that all his statements were based on biases. Similarly, juror10 uses his own belief to create his racial prejudice against the defendant (â€Å"I‘ve expected that†, â€Å"You know what we are dealing with†¦Ã¢â‚¬ ) as well as his past experiences (â€Å"I’ve lived with them†¦ they are born liars†). Adding to this, juror10 weights the value of the young boy less than the cost of a trial. Finally, his â€Å"explosion† made the apocalypse of his real personality and the group’s mechanism accused his behavior through a visual isolation and oral prohibition. The existence of biases in each group can create an unpleasant internal environment for each member and be the reason of conflicts. The productivity or the effectiveness of the group is in danger if such behaviors are being tolerated. Apart from the complexity which is created there is also a matter of fairness of the group’s function. As the movie flows, the influence of the group to each individual separately is obvious but a vice versa phenomenon is noticed as well. In this part, the different roles of the jurors and their influence on each other through the communication style of all-channel are being presented, as well as with some strategies followed by the leader-juror8. One thing that is common for most of the jurors is that they have common BATNA(Best Alternative to a Negotiated Agreement) and this is the hung jury. However, this is not the case for jury8 claims that his only purpose is the delivery of the justice (Fisher and Uri, 1981). Starting with juror1 we can notice signs of leadership in the early beginning but he ends up being more like a manager, organizing the procedure. Excluding the moment he reaches his breaking point and suggests if anyone would like to take his place, juror1is the one who sets up the norms, accepts propositions, guides the conversation and the voting procedure, avoids conflicts and respects privileges keeping a democratic way of thinking. Being the foreman can be characterized as the â€Å"co-ordinator† (Beldin’s Team Role Theory 1996, 2007). Many of the jurors (2, 5, 6, 7, 11, and 12) seem to have low self-esteem not only because of their character but also because of the number of the team that forces them to get lost in the crowd or just finish the procedure and leave (â€Å"I just think he is guilty†, â€Å"Can I pass? †, etc) This is obvious from the first vote where only 5 of the 11 votes come directly and the rest are raised slowly just to avoid being pointed out. They are becoming followers(2, 5, 6 and 11) or entertainers (7) or just dreamers (12). Of course most of them are open to hear more and accept different opinions (2, 5, and 7). The rest just do not care so much about the result and these â€Å"free riders†, as Frohlich and Oppenheimer called them in 1970, are the proof that social loafing (or Ringelmann Effect) is a common phenomenon in big teams. The role of juror9 has a vital meaning for the outcome because he takes part in all the breaking points of the process. Firstly, he is the first supporter of juror8, secondly it is him who explains the old witness’s psychology (â€Å"Attention†) and lastly he is the fire starter for the fall of the woman’s testimony. The main opponents to the boy’s exoneration are jurors 3, 4 and 10. As was mentioned previously jurors 3 and 10 are mostly based on biases and stereotypes for children from slums. They are all concentrated on general facts and obvious details. The extensive use of loud voice is frequently the main argument of jurors 3 and 10, which could never strengthen their position. Alternatively, juror4 is using his logic and cleverness to support his facts and admits his fault proving his maturity, once he is convinced. Focusing on juror8 we can claim that he owns the position of the leader as his bargaining power is unique. Max Weber (1947) claimed that â€Å"bargaining power is the ability someone has to achieve his goals no matter of the resistance he faces†. Juror8 follows a series of strategies in order to be flexible and adapt to the needs of each occasion. In the beginning, as it is shown from Jo-Hari’s Window, everyone has a bigger unknown-black side, so juror8 wants to get information as an input. Eventually, he adopts the strategy of a listener in order to get knowledge from the others without revealing himself. Afterwards, in the first vote he stays neutral mentioning his points aiming to make some of the rest see the facts from a different angle avoiding any conflict. The brainstorming procedure just began. In order to wake up their consciousness he uses specific words like â€Å"maybe†, â€Å"supposing†, â€Å"possible† and â€Å"assume†. In the main part he listens carefully and argues with all the elements one by one. There is also an extensive use of rhetorical questions and irony just to make his point clear. The first action scheme is when he places the similar knife on the table. The leader breaks the law in order to prove his point. He becomes more active for the first time and gets the whole team upset. Eventually, he creates the first doubts. At this specific time he calls for a new vote. Apparently, the timing is not random. Probably he recognizes some voices like his and decides that it is time to set up a coalition strategy. He needs just one vote which will strengthen amazingly his arguments and he gets it. The fact that he uses his emotional intelligence to point out his views, while he realizes that some other jurors are playing, proves once again his leading abilities. The next step is to create personal relations with some of the jurors. So, he finds the weakest of the group who are about to change side and ask for their opinions. It is not by accident that these jurors were mainly followers until this time. Having established these connections, he uses logic and science as well as the experience and the knowledge of the group in order to persuade the others. As soon as he realizes that one of his main opponents (juror3) loses his self-control, juror8 becomes aggressive and pushes him to the limits using the technique of the irony to apocalypse the existence of his personal prejudice against the defendant. After completing his task, he shows his sympathetic character and supports the worried opponent. Based on Moscovici (1976) and his 5 Aspects juror8 is loyal to his beliefs(Consistency), responsible for his acts(Autonomy), flexible whenever it is appropriate(Rigidity), risky in the first secret vote(Investment) and willing to bring justice(Fairness). The impact of this movie in our modern times is initially proved by the fact that after so many years it is still being taught in courses not only in Law schools but also in Business and Psychology schools. Definitions like brainstorming, social loafing, diversity, team-working, biases and preconceptions, attribution, personality, leader’s abilities, democratic voting and many others are part of any organization nowadays. This movie is the omen for the evolutionary development of a team structure, a team-worker’s behavior and a leader’s characteristics. References Atkinson G. 1990 â€Å"Negotiate the best deal† Director Books, Cambridge Barkan, Steven E. , Steven Cohn, 1994, ‘‘Racial Prejudice and Support for the Death Penalty by Whites’’ in â€Å"Journal of Research in Crime and Delinquency† pp. 202–209 Buchanan A. David Huczynski A. Andrej, 2010, â€Å"Organizational Behaviour†, seventh edition, Pearson Ed ucation Limited, Harlow Cialdini R. B. , 1993 â€Å"The psychology of persuasion†, Quill William Morrow, New York Ellsworth C. Phoebe, 1989, â€Å"Are Twelve Heads Better Than One? † in â€Å"Law and Contemporary Problems†, Duke University School of Law Fisher R. Ury W. 1981 â€Å"Getting to yes: Negotiating agreement without gining in† Penguin, New York Flouri Eirini Fitsakis Yiannis, Oct 2007, â€Å"Minority Matters: 12 Angry Men as a Case study of a successful Negotiation against the odds† in â€Å"Negotitation Journal† pp. 449-461 Hackley Susan, 2007 â€Å"One Reasonable and Inquiring Man:12 Angry Men as a Negotiation-Teaching Tool† in â€Å"Negotiation Journal† pp. 463-468 Hall M. Eisenstein (Eds. ), 1980, â€Å"Voir Dire and jury selection†, Clark. B. M. , in â€Å"Criminal Defense Techniques†, New York: Mathew Bender Hay B. L. 2007 â€Å"Fiftieth anniversary 12 Angry Men† Kent-Law Review 82(3) Chi cago Heuer L. Penrodt St. , Sep. 1988, â€Å"Increasing Jurors’ Participation in Trials A Field Experiment with Jury Notetaking and Question Asking† in â€Å"Law and Human Behaviour† Vol. 12 No. 3 Janis I. , 1972 â€Å"Victims of groupthink† MA: Houghton Mifflin, Oxford Kaplan M. , Jones Christopher S. , 2003 â€Å"The Effects of Racially Stereotypical Crimes on Juror Decision-Making and Information –Processing Strategies† in â€Å"Basic and Applied Social Psychology† pp. 1-13 Kew J. Stredwick J. , 2010, â€Å"Human Resource Management in a business context†, CIPD, London Martin R. , 1992 â€Å"Bargaining Power† Clarendon Press, Oxford Moscovici S. , 1976 â€Å"Social influence and social change† Academic, London Nietzelt T. Michael Dillehayt C. Ronald, 1982, â€Å"The Effects of Variations in Voir Dire Procedures in Capital Murder Trials†, in â€Å"Law and Human Behaviour† Vol. 6 No. 1 Rojot J. , 1991 â€Å"Negotiatation: From theory to practice† Macmillan, London Scheepers, Daan, et al, 2006, ‘‘Diversity in In-Group Bias: Structural Factors, Situational Features, and Social Functions,’’ in â€Å"Journal of Personality and Social Psychology† pp. 944–960 Weber M. , 1947 The theory of social and economic organization† Oxford University Press, New York 12 Angry Men Analysis 2 In the first part of the film when the stage of forming, as it is claimed by the Tuckman’s Team Model, occurs, we notice the main characteristics of this group(David A. Buchanan Andrej Huczynski, 2010). The group consists of 12 male middle aged white men probably coming from the middle class. Even from this first impression, admiring the effort of the film to achieve diversity, signs of prejudice appear. Specifically, the fact that all of them are men and moreover white men represents main biases of that period. Additionally, as it is mentioned to Sheldon’s Theory about the biases, the somatotype of each person declares in a certain way its character and this can be noticed by the selection of the characters and their match with the roles (Big guy is the tough one, smaller and thinner is the most innocuous, the handsome is the sensible and sensitive one etc. ) (David A. Buchanan Andrej Huczynski, 2010). Despite the fact that the movie is trying to accuse such biases (which will be underlined later) certain ways of projection of that period could not be avoided. This is one of the reasons why in the remake of the film in 1997 black actors participated as well and later there even women were introduced in the team for certain theatrical versions. (Eirini Flouri Yiannis Fitsakis 2007). The existence of a â€Å"one-off† situation like this in the movie leaves space for less inhibition for conflicts. Moreover, specific factors like the size, the external-internal environment and the definition of the process play a crucial role in the structure of the group. Obviously, the size of this group is 12, but the question is: why so many? The reason is that by having a greater number of juries the system of justice achieves higher levels of democracy with less possibilities of getting unfair decisions combining the memory, the knowledge and the experience of each member and eliminates any prejudiced behaviors. On the other hand as Social Impact Theory mentions the more members there are, the less responsibility they feel (Latane and Nida, 1980). In the external environment we could enclose the time of the procedure, which is unlimited at first but with a deadline coming up afterwards, and the conditions of the place of action, which is characterized by the humidity and the high summer temperatures, the broken air-conditioning, the unavailability of space. Such details could become the cause of stress, aggressiveness and as it was shown desire for fast result (just finish the procedure). In the internal environment issues like experience of previous similar situations, cultures, personalities, knowledge, mood, health, personal schedule and specialization could affect the result. Ending, a matter of significant importance is the definition of the procedure. In this case, we observe that after the release of the 2 alternatives there are 12 juries left. The juries have to decide if the boy is guilty or not guilty but there must be a full agreement (12 to 0) in each case; A democratic method which proves the importance of the situation. Alternatively, if they cannot reach an agreement they can decide a hung jury and then another trial will take place with different juries this time. The role of the foreman is usually for the most experienced person in this field or the first jury or for anyone who claims the desire and gets accepted by all. In the movie, juror1 supports this role setting the basic norms of the procedure. It is worth mentioning that nowadays, in the selection of the juries there is a specific procedure that is called â€Å"Voir Dire† procedure that clarifies the capability of the juries (Michael T. Nietzelt and Ronald C. Dillehayt 1982). Undoubtedly, the conviction of the biases of any kind is one of the main objects of this film. Primarily, in the first scheme, the judge seems really ninterested about the outcome and he seems to be sure about the result. The Halo Effect is â€Å"a judgment based on a single striking characteristic† and is being remarked in many cases during the film (Edward Thorndike, 1920). Moving to the main part of the film and the central procedure we can emphasize on the juror3 and juror10 who are the main rep resentatives of such prejudiced behaviors. Both of them were trying to fill the gaps of their knowledge using selective attention in certain facts and their personal experience (â€Å"Principle of closure† by Max Wertheimer 1880-1943). Everyone has his stereotypes and if we imagine stereotypes as pictures in our head, jurors 3 and 10 have the image of a dangerous criminal for the defendant, raised to act in certain ways (Lippmann, 1922). More specifically, juror3 expresses, from his first lines in the film, his perception against the young boy (â€Å"I ‘d slap those kids before†¦Ã¢â‚¬ ). But as the movie goes on, he expresses again and again his personal beliefs connecting them with his personal disappointment from his own son (â€Å" it’s these kids they are these day†, â€Å"I used to call my father Sir†). Even more he presents his cultural stereotype against the elderly (â€Å"How could he be positive about anything? †) Eventually, juror3 stands alone with his perceptions, believing in the boy’s guiltiness and through a psychological outburst admits that all his statements were based on biases. Similarly, juror10 uses his own belief to create his racial prejudice against the defendant (â€Å"I‘ve expected that†, â€Å"You know what we are dealing with†¦Ã¢â‚¬ ) as well as his past experiences (â€Å"I’ve lived with them†¦ they are born liars†). Adding to this, juror10 weights the value of the young boy less than the cost of a trial. Finally, his â€Å"explosion† made the apocalypse of his real personality and the group’s mechanism accused his behavior through a visual isolation and oral prohibition. The existence of biases in each group can create an unpleasant internal environment for each member and be the reason of conflicts. The productivity or the effectiveness of the group is in danger if such behaviors are being tolerated. Apart from the complexity which is created there is also a matter of fairness of the group’s function. As the movie flows, the influence of the group to each individual separately is obvious but a vice versa phenomenon is noticed as well. In this part, the different roles of the jurors and their influence on each other through the communication style of all-channel are being presented, as well as with some strategies followed by the leader-juror8. One thing that is common for most of the jurors is that they have common BATNA(Best Alternative to a Negotiated Agreement) and this is the hung jury. However, this is not the case for jury8 claims that his only purpose is the delivery of the justice (Fisher and Uri, 1981). Starting with juror1 we can notice signs of leadership in the early beginning but he ends up being more like a manager, organizing the procedure. Excluding the moment he reaches his breaking point and suggests if anyone would like to take his place, juror1is the one who sets up the norms, accepts propositions, guides the conversation and the voting procedure, avoids conflicts and respects privileges keeping a democratic way of thinking. Being the foreman can be characterized as the â€Å"co-ordinator† (Beldin’s Team Role Theory 1996, 2007). Many of the jurors (2, 5, 6, 7, 11, and 12) seem to have low self-esteem not only because of their character but also because of the number of the team that forces them to get lost in the crowd or just finish the procedure and leave (â€Å"I just think he is guilty†, â€Å"Can I pass? †, etc) This is obvious from the first vote where only 5 of the 11 votes come directly and the rest are raised slowly just to avoid being pointed out. They are becoming followers(2, 5, 6 and 11) or entertainers (7) or just dreamers (12). Of course most of them are open to hear more and accept different opinions (2, 5, and 7). The rest just do not care so much about the result and these â€Å"free riders†, as Frohlich and Oppenheimer called them in 1970, are the proof that social loafing (or Ringelmann Effect) is a common phenomenon in big teams. The role of juror9 has a vital meaning for the outcome because he takes part in all the breaking points of the process. Firstly, he is the first supporter of juror8, secondly it is him who explains the old witness’s psychology (â€Å"Attention†) and lastly he is the fire starter for the fall of the woman’s testimony. The main opponents to the boy’s exoneration are jurors 3, 4 and 10. As was mentioned previously jurors 3 and 10 are mostly based on biases and stereotypes for children from slums. They are all concentrated on general facts and obvious details. The extensive use of loud voice is frequently the main argument of jurors 3 and 10, which could never strengthen their position. Alternatively, juror4 is using his logic and cleverness to support his facts and admits his fault proving his maturity, once he is convinced. Focusing on juror8 we can claim that he owns the position of the leader as his bargaining power is unique. Max Weber (1947) claimed that â€Å"bargaining power is the ability someone has to achieve his goals no matter of the resistance he faces†. Juror8 follows a series of strategies in order to be flexible and adapt to the needs of each occasion. In the beginning, as it is shown from Jo-Hari’s Window, everyone has a bigger unknown-black side, so juror8 wants to get information as an input. Eventually, he adopts the strategy of a listener in order to get knowledge from the others without revealing himself. Afterwards, in the first vote he stays neutral mentioning his points aiming to make some of the rest see the facts from a different angle avoiding any conflict. The brainstorming procedure just began. In order to wake up their consciousness he uses specific words like â€Å"maybe†, â€Å"supposing†, â€Å"possible† and â€Å"assume†. In the main part he listens carefully and argues with all the elements one by one. There is also an extensive use of rhetorical questions and irony just to make his point clear. The first action scheme is when he places the similar knife on the table. The leader breaks the law in order to prove his point. He becomes more active for the first time and gets the whole team upset. Eventually, he creates the first doubts. At this specific time he calls for a new vote. Apparently, the timing is not random. Probably he recognizes some voices like his and decides that it is time to set up a coalition strategy. He needs just one vote which will strengthen amazingly his arguments and he gets it. The fact that he uses his emotional intelligence to point out his views, while he realizes that some other jurors are playing, proves once again his leading abilities. The next step is to create personal relations with some of the jurors. So, he finds the weakest of the group who are about to change side and ask for their opinions. It is not by accident that these jurors were mainly followers until this time. Having established these connections, he uses logic and science as well as the experience and the knowledge of the group in order to persuade the others. As soon as he realizes that one of his main opponents (juror3) loses his self-control, juror8 becomes aggressive and pushes him to the limits using the technique of the irony to apocalypse the existence of his personal prejudice against the defendant. After completing his task, he shows his sympathetic character and supports the worried opponent. Based on Moscovici (1976) and his 5 Aspects juror8 is loyal to his beliefs(Consistency), responsible for his acts(Autonomy), flexible whenever it is appropriate(Rigidity), risky in the first secret vote(Investment) and willing to bring justice(Fairness). The impact of this movie in our modern times is initially proved by the fact that after so many years it is still being taught in courses not only in Law schools but also in Business and Psychology schools. Definitions like brainstorming, social loafing, diversity, team-working, biases and preconceptions, attribution, personality, leader’s abilities, democratic voting and many others are part of any organization nowadays. This movie is the omen for the evolutionary development of a team structure, a team-worker’s behavior and a leader’s characteristics. References Atkinson G. 1990 â€Å"Negotiate the best deal† Director Books, Cambridge Barkan, Steven E. , Steven Cohn, 1994, ‘‘Racial Prejudice and Support for the Death Penalty by Whites’’ in â€Å"Journal of Research in Crime and Delinquency† pp. 202–209 Buchanan A. David Huczynski A. Andrej, 2010, â€Å"Organizational Behaviour†, seventh edition, Pearson Ed ucation Limited, Harlow Cialdini R. B. , 1993 â€Å"The psychology of persuasion†, Quill William Morrow, New York Ellsworth C. Phoebe, 1989, â€Å"Are Twelve Heads Better Than One? † in â€Å"Law and Contemporary Problems†, Duke University School of Law Fisher R. Ury W. 1981 â€Å"Getting to yes: Negotiating agreement without gining in† Penguin, New York Flouri Eirini Fitsakis Yiannis, Oct 2007, â€Å"Minority Matters: 12 Angry Men as a Case study of a successful Negotiation against the odds† in â€Å"Negotitation Journal† pp. 449-461 Hackley Susan, 2007 â€Å"One Reasonable and Inquiring Man:12 Angry Men as a Negotiation-Teaching Tool† in â€Å"Negotiation Journal† pp. 463-468 Hall M. Eisenstein (Eds. ), 1980, â€Å"Voir Dire and jury selection†, Clark. B. M. , in â€Å"Criminal Defense Techniques†, New York: Mathew Bender Hay B. L. 2007 â€Å"Fiftieth anniversary 12 Angry Men† Kent-Law Review 82(3) Chi cago Heuer L. Penrodt St. , Sep. 1988, â€Å"Increasing Jurors’ Participation in Trials A Field Experiment with Jury Notetaking and Question Asking† in â€Å"Law and Human Behaviour† Vol. 12 No. 3 Janis I. , 1972 â€Å"Victims of groupthink† MA: Houghton Mifflin, Oxford Kaplan M. , Jones Christopher S. , 2003 â€Å"The Effects of Racially Stereotypical Crimes on Juror Decision-Making and Information –Processing Strategies† in â€Å"Basic and Applied Social Psychology† pp. 1-13 Kew J. Stredwick J. , 2010, â€Å"Human Resource Management in a business context†, CIPD, London Martin R. , 1992 â€Å"Bargaining Power† Clarendon Press, Oxford Moscovici S. , 1976 â€Å"Social influence and social change† Academic, London Nietzelt T. Michael Dillehayt C. Ronald, 1982, â€Å"The Effects of Variations in Voir Dire Procedures in Capital Murder Trials†, in â€Å"Law and Human Behaviour† Vol. 6 No. 1 Rojot J. , 1991 â€Å"Negotiatation: From theory to practice† Macmillan, London Scheepers, Daan, et al, 2006, ‘‘Diversity in In-Group Bias: Structural Factors, Situational Features, and Social Functions,’’ in â€Å"Journal of Personality and Social Psychology† pp. 944–960 Weber M. , 1947 The theory of social and economic organization† Oxford University Press, New York

Inflation in Zimbabwe Essay Example | Topics and Well Written Essays - 1500 words

Inflation in Zimbabwe - Essay Example These are permanent dollarization, joining the Common Monetary Area membership, usage of its dollar as the only legal tender and employment of variable regimes. However, in its conclusion and recommendation, the brief singles out joining of the CMA as the best choice for Zimbabwe to permanently curb its inflation. Situation brief When Zimbabwe attained independence in 1980, its dollar’s worth averaged $1.25 (Kramarenko et al. 2010). Over time, inflation rose steadily under the presidency of Robert Mugabe until towards the end of the 1990s when the confiscation of land from White settlers had negatively affected food production (Coomer & Gstraunthaler 2011). With the seizing of these commercial farms, foreign investors fled away leading to halting of manufacturing and reducing the supply of foreign currency needed for importation of goods. Tax revenue also reduced drastically. In order to ensure that the government funded its debts, the Reserve Bank of Zimbabwe increased its pr inting of currency causing a rise in inflation to triple digits as of 2001. ... Wines (2006) referred to this as one of the world’s highest inflation. As of July 2008, Zimbabwe was suffering a high inflation at 231 million percent per year. President Robert Mugabe employed various strategies so as to bring this inflation into control. The economy was turned over to the president’s closest allies in the National Security Council. Intelligence officers and loyal army officers were used in controlling key functions including tax collection and food security. Key supporters of the president had their salaries increased drastically to cushion them from the effects of the inflation with the central bank printing more notes. This instead led to hyperinflation due to the circulation of too many worthless Zimbabwean dollars. By November 2005, the inflation stood at 400% which edged in January 2006 to over 600% (Wines 2006). By June 2008, this was at 11.2 million percent per year and kept increasing in the subsequent months to over 231 million percent in 200 8 (Berger 2008). In January 2009, the 100 trillion Zimbabwean dollar note worth $30 was introduced into the circulation (Pindiriri 2012). The US dollar exchanged for Z$180 officially but fetched Z$8,000 in the black market. This was further worsened by the deadlock that existed between the Zanu-PF party of Robert Mugabe and the Movement for Democratic Change, the opposition. The closest Zimbabwe came to finding a solution was with the dollarization in February 2009 where authorities allowed for trade with five different currencies, though the US dollar became the principal (Pindiriri 2012). The use of the Zimbabwean dollar was discontinued. But this was considered as a short term measure that would not give a permanent solution to the problem of inflation in Zimbabwe. Therefore, the

Hume's Posteriori Argument against Miracles Is not Valid Essay

Hume's Posteriori Argument against Miracles Is not Valid - Essay Example The ‘a posteriori argument’ states that even if miracles were a possibility according to evidence, they in fact, have never occurred (Johnson & Anthony, 72). Hume’s ‘a posteriori argument’ has some merit from a general perspective, they are problematic from the perspective of an individual miracle test-case, i.e., the alleged resurrection of Jesus. I will argue that although the first of Hume’s three ‘a posteriori argument’s succeeds in showing that there may be no miracle proofs, it doesn’t show that there is not a sufficient probability for establishing our test case. Anti-Thesis In his first argument from a posteriori considerations, Hume sets out the qualitative requirements of a proof and a successful probability for a miracle along with the quantitative requirements of a miracle proof, and he argues for the (implied) thesis that the quantitative requirements of a proof have not been satisfied (Hume, Enquiry, 116-117). For Hume, the following qualitative conditions are required for a good individual miracle-testimony: the witness must be highly educated, socially outstanding, patently honest, have lots to lose by lying, and be situated in such circumstances that, if lying, exposure would readily result. But also, according to Hume, a "full assurance" i.e., a proof-based on the satisfaction of these qualitative conditions is not forthcoming, since there has not been "a sufficient number" of conjoinings of qualitatively good individual miracle-testimonies with the miraculous objects of those testimonies (Hume, Enquiry, 56,58). Thus, in defense of the thesis that the testimony for a miracle does not amount to a proof, he points out that there have not been enough witnesses who have these qualifications. Although Hume does not in "Of Miracles" defend his list of qualifications of a good witness, it is reasonable to think that Hume built up these criteria by his observation of human nature in many circ umstances quite independently of miracle reports. As Hume points out in the introduction of his A Treatise of Human Nature, We must†¦ glean up our experiments in this [study of human nature] from a cautious observation of human life, and take them as they appear in the common course of the world, by men's behaviour in company, in affairs, and in their pleasures (p. xix). In view of Hume's weigh scales consisting of opposing frequencies of constant conjoinings-now with those of the allegedly violated natural law on the one side and those of testimonies and their objects on the other-the implication of Hume's assertion is that the scales are heavier on the side of natural law (i.e., natural law descriptive of the physical, non-human world). Response to Anti-thesis Recall that Hume's first ‘a posteriori argument’ holds that there is in fact no miracle proof because history gives us no miracle attested by (1) a sufficient number of (2) highly educated, (3) socially out standing, (4) patently honest men who have (5) lots to lose by lying and who are (6) situated in such circumstances that, if lying, exposure would readily result (Hume, Enquiry, 116-117). I will examine each of these criteria of credible testimony individually and with respect to our miracle test- case, i.e., the alleged resurrection of Jesus. 1. No sufficient number is not sufficient for

Critical Review on experiment by S.Robinson, S. M. Sandstrom Essay

Critical Review on experiment by S.Robinson, S. M. Sandstrom - Essay Example L-dihydroxyphenylalanine that was restored under the influence of endogenous dopamine in DD mice changed mice behavior. They became hypoactive and hypophagic and could carry out complicated tasks that are impossible to implement without both activation and plasticity. "Additional goal of this study was to separate performance factors from cognitive processes as described by Denenberg, Kim and Palmiter (2004)2 It was rather difficult to design the experiments in a proper way because of some things. First, learning, liking and wanting are not alternative behaviors. Second, animals tend to be hypoactive and hyperphagic under the influence of dopamine. Some hypotheses were posited. The one concerning hedonia assumes that "dopamine mediates the sensory pleasure of rewards, such as food"3 (Wise, 2004). The evidence was caused by the observation that dopamine leads to the growing reward consumption. The hypothesis about learning presumes that if we want to make animals associate rewards with special clues we must intake them dopamine. The last hypothesis in respect to wanting supposes that dopamine does not influence the interconnection liking-reward and learning- reward. But it's responsible for "recognition of motivational conditions" (Salamone, 1996) "converting a neutral stimulus into an attractive wanted stimulus. Two experiments were conducted. The object of the experiments is genetically engineered dopamine-deficient (DD) mice. Authors tested influence of endogenous dopamine signaling on mice ability for acquisition of an appetitive T-maze. On the basis of two experiments authors came to the conclusion that dopamine had only an impact on the fact whether the mice want reward in the process of goal-directed behavior. However, mice are absolutely indifferent to dopamine influence in regard to liking and learning about rewards. For the experimental design the doze of endogenous dopamine was very important. Too little as well as too much dopamine interferes with reversal learning. Methods: first experiment had lasted for twenty-three days, the second one - for twenty days with two groups of mice: controlled and under the LD-treated mice. They had to perform their learning, liking and wanting skills by finding rewards in a T-maze, reaching the intersection, making right arm entries, latency to begin consumption and the number of rewards consumed. All these data were thoroughly recorded. At the experiment one which consisted of two phases at first controlled and DD mice under the LD-influence had to find rewards and remember the way to rewards, then rewards were changed and mice had to find a new way to rewards, studying in such a way their learning ability. The number of pieces consumed in the second phase after switching rewards evidence the degree of liking and the speed with which they began consumption showed the degree of wanting. Experiment two was conducted on two mice groups that tested saline-LD or caffeine-LD (caffeine was used as a stimulant) and LD-LD 10 times per day for 20 days. In the first part of the experiment mice received one of substances SAL (saline), CAF (caffeine) or LD. During the second half all mice were injected with LD. Some alternatives were for the assumption that if dopamine did not influence learning ability the mice must behave as LD-treated mice in Phase 1. However, if impact exists

Evaluate methods of managing and developing human resources Essay

Evaluate methods of managing and developing human resources - Essay Example herent of its human resources who are usually motivated and encouraged to commit to the workforce and in this way they feel the organization is valuing them therefore; they play an important role in the organization. For an organization to succeed, it is important that it motivates its employees and have a high-level job involvement. An organization is able to experience increased productivity if it motivates its employees and makes them enjoy their work. Workers who have the ability and desired skills for performing a certain job have the great chance of increasing the company’s productivity. Therefore, companies that recognize the efforts of its workers are able to encourage its employees to meet and even exceed the expected productivity. One of the strategies that companies use to improve its productivity is developing its employees using several development programs such as education and training. During employee development, the manager can set various development goals for employees because the goals and training will enable the worker to reach his career aspirations. Moreover, companies that have invested in their employees through recruitment and training, they usually lose when the employees leaves and joins other companies. Therefore, it is important for companies to try and retain their workers and make them loyal in order to help it in achieving goals by reducing the costs incurred when recruiting new employees. Loyalty can be enhanced by offering recognition of the superior performance, and this will enhance satisfaction inside the workers’ mind. Induction is also used as a training method because it enables a newly recruited employee to catch up and become reproductive quickly. Induction is importa nt because it prevents the organisation from costly mistakes that may be caused by the recruit. In addition, most managers use employee motivation and involvement to enhance their motivation at the workplace1. A motivated worker will show up at the

The Role of the Registered Nurses in the Emergency Room Essay

The Role of the Registered Nurses in the Emergency Room - Essay Example The changes in RN roles especially in the ER are a result of increased public and political demands to set up higher benchmarks in the medical field (Gardner et al., 2007). Subsequently, emergency departments are focused to undertake initiatives to successfully meet government lay-down key performance standards and benchmarks that determine the performance of the healthcare units. Role of Registered Nurses In different parts of the world today the ER nurses have adapted their responsibility to incorporate tasks that were formerly undertaken by medical staff. For instance, suturing wounds, plastering fractures, and recording of electrocardiograms, X-raying of patients with potential fractures, and cannulation of patients are important tasks that ER nurses undertake (Neades, 1997). In recent years the educational qualification of an Emergency Nurse Practitioner in addition to sound nursing practice based on all aspects of nursing is an essential criterion. However, in general the requi rement is formal post-basic education in holistic assessment, physical diagnosis, prescription of treatment and promotion of health. The Emergency Nurse Practitioner is a key member of the healthcare team directly available to members of the public (Neades, 1997). Hence in several health care set ups it is expected that the nurses must be an independent practitioner who is able to assess, diagnose, treat and discharge patients without reference to a doctor. Since this job comes with high responsibility, there are several guidelines provided by the government as well as the health care set up. Additionally, the nurses must be able to make independent referrals to other healthcare professionals (Neades, 1997). A variety of roles such as identification and management of minor injuries, preliminary scans, pain management, recommendation to other health professionals, and health promotion activities are the role of registered nurses. According to the Royal College of Nursing the role of registered nurses in ER include, several investigative tests (such as X-rays), preceding to the patient being seen by the specialist (Neades, 1997). It is a well known fact that the role of nurses is not restricted to the health care units but is also extended into the society. For instance, the health promotion aspects are also highlighted, signifying how their knowledge and skills can be further utilised to care for vulnerable groups in cases of emergencies. In order to reduce the over-crowding in the emergency rooms to some extend, the Nurse Practitioner may undertake advanced roles such as the assessment and treatment of injuries, as well as developing a health promotion and accident prevention role within the community (Neades, 1997). It is believed that the ER nurses may have a positive role in primary care delivery and reduce the work load of the doctors. Diverse needs and the function of NPs will vary between institutions and around the world.

CCTV Research Paper Example | Topics and Well Written Essays - 2000 words - 2

CCTV - Research Paper Example es will be analyzed, such as whether hidden CCTV cameras reduce security breaches based on people’s perception, the specific perceptions these people have with regards to the importance of CCTV to security, reactions of these people when in establishments that have CCTV cameras, their level of confidence regarding their security in these places, and how their attitudes have changed since the introduction of CCTV. This research report will seek to show that CCTV systems increase productivity in terms of controlling security breaches, as well as providing psychological benefits to civilians by allowing them to feel secure in places with CCTV. While CCTV systems are not physical barriers that limit access to some places or make it more difficult to commit a crime, it is a highly situational crime prevention tool (Guagnin 89). In the right situations, most people believe that they have some capacity to reduce security breaches. Although the CCTV is multi-functional, its primary utility is to arouse in the potential offender a perceptual mechanism. The perception of the offender can be changed so that if he/she commits a crime, he believes that he will be traced down. In other words, there is evidence that the majority of civilians believe that CCTV can increase the potential offender’s perceived capture risk. Assuming that the offender is behaving in a rational manner, this may de-motivate them. However, most people believe that in order for CCTV to reduce security breaches, the offender needs to be aware that there is a camera in the vicinity and that the offender needs to believe that the presence of the cameras a re enough of a risk to negate any rewards for the crime they intend to carry out (Guagnin 90). Most people interviewed did not believe that hidden cameras were any deterrent to the offenders to reduce security breaches. In fact, evidence is suggestive of the fact that, even with the installation of cameras, there is no guarantee that people will be

Integrative Network Design Project Essay Example for Free

Integrative Network Design Project Essay The redesign for Kudler Fine Foods has covered the topology and standards and has defined the architecture, protocols, and strategies it will employ. Now security is the issue that needs to be reviewed. The most important aspect of any communications platform is that it is secure. This paper will discuss the security of the network and the details of the hardware choices that will be used in it. Security Hardware and Software Between every network and the outside host of threats there is a first line of defense. For almost every network this will be a firewall. A firewall can be both hardware and software and is usually a combination of the two. A firewall creates a barrier between networks. Any outside computer or client must pass through the firewall to access the network or its resources. Only a computer or system that has proper access can easily access a network protected by a properly configured firewall. Though it is not infallible, a firewall is the first and perhaps best means of security available to a network. The Kudler Fine Foods network will have firewalls installed and configured at each location. These firewalls will be designed to allow access from authenticated users inside the network. Communication outside of the network should be minimal and not available from unauthenticated sources. Customers do have the ability to access certain account information from the Kudler Fine Foods website. These accounts allow them an authenticated login to the webserver which can access the firewall and the specific account information behind it. Customers themselves do not have access to the network or its files. A truly secure network does not rely on a firewall alone. Individual devices still require their own security measures installed on them. The method of having each end user device be responsible for its own security is called Endpoint Security and many current forms of security systems use this ideology. Third party software can be installed that handles the actual endpoint security of the device. The important point is that each device has current software that protects against intrusion, viruses, and malware. Devices on the Kudler Fine Foods network will be installed with an application suite that will suit all of these needs. In addition to antivirus and antimalware software every device should have appropriate encryption. LAN vs WAN A local area network (LAN) is the most basic form of network; however the word local can be subjective. A local network can mean a small network in a home, or a business network covering several buildings on a city block. LANs are relatively fast, compact, and when configured correctly, have few errors or problems. The hardware needed to build an LAN is set up on OSI levels 1 and 2 and include devices like switches, bridges, hubs, and repeaters. Wide area networks (WAN) are complex networks that span large geographical areas. The most commonly known WAN is the Internet. WANs tend to be slower in speed, highly complex, and intolerant of system problems. Because of the multitude of connections on a WAN, even a simple down can create problems across the network. Fundamental Network Hardware All networks, whether local or larger, are built on the same types of hardware. Most of these systems are using Ethernet technology to connect them. Ethernet cabling uses twisted pair cabling to transmit data and connect devices with a universal technology. Networks use a system of routers, hubs, and switches connected by Ethernet cable. Routers are gateways between networks; these are frequently combined with other devices like a modem. Hubs create a connection point between sections of a network.  Hubs function by relaying frames received to all clients. Hubs are â€Å"dummy† technology in that they do not analyze the frames coming to them and do not relay them specifically to the intended recipient. Instead they transmit any received frame to all clients connected to them. This is a quick, cheap way of ensuring data is transmitted, but it does create large amounts of extra network traffic. A smarter and more expensive piece of equipment contemporary to the hub is the switch. A switch does the same function as the hub but is smarter than a hub. While hubs simply repeat their information to all clients, switches scan the frames that come to them and determine the recipient address. This way the switch can forward the frame to the proper client without tying up more network resources than necessary. Conclusion The Kudler Fine Foods network upgrade will be constructed on Ethernet technology, just as it is now. The fundamental construct will involve use of these hardware technologies and will include switches and routers. The three buildings are in different cities, so they will each have their own local networks. Each network has a connection to the other networks so they are connected by a wide area network at the same time. The devices at each location will be responsible for their own endpoint protection while each local network will be protected by a firewall.

Online Banking Services: Benefits and Risks

Online Banking Services: Benefits and Risks Internet banking ABSTRACT Internet banking started in 80s and nowadays its considered globally as an essential need of todays modern banking facilities. The debate about moving secure investment and banking transaction to the web is indeed over because they are already in progress but analysis of the dimensions of this revolution are far from complete. This research is done to reveal the views/perceptions of todays modern day customers about online banking. The main objectives were (a) customers perceptions of the benefits of online banking (b) customers perceptions of the risks/the issues/threats/problems associated with the online banking. The outcome of the study may help the higher management of banks to plan and implement more secure and effective online banking services. The researcher collected the primary data through questionnaires and then data was analyzed through frequency analysis and mean score analysis. The results show that online banking minimizes inconvenience, saves time, the cost of transaction and facilitates quick responses showed the highest mean scores i.e. 4.38, 4.26, 4.21, and 4.20. The outcomes of the benefits of online banking are similar to earlier studies of Ahmad Kaleem (2008). The customers gave average responses to rest of the statements of the benefits of online banking. The second part which was related to the risks associated with online banking show that the customers fear of the chance of fraud in online banking is at the top of the list with the highest mean score of 3.19.The chance of govt access to data comes second which showed the mean score of 2.56. Rest of the statements showed low mean scores. And the results of the risks associated with online banking are a bit different from previous studies. INTRODUCTION History tells that technological innovations have always added up in human general and professional life. And last two centuries can easily be called as the era of technological revolution. And during the process of this modern technological era the innovation of computer has totally changed the landscape of todays modern world. Rapid technology advancements in this field have totally changed the world wide economic and business atmosphere. Same way innovation of internet banking in the banking sector has opened a new and totally different platform for speed up communication and transactions of financial transactions for the customers (Booz et al, 1997). It is essential to introduce this latest banking tool to customers in a positive way and create awareness in customers minds to get the most out of this new innovation for both the customers and the service providers. Internet banking started some 20 years back and at the moment millions of people access their bank accounts online every single day and this number is increasing day by day. You can access accounts, make payments, can transfer funds online, pay bills, view your account statements, change your personal details etc online. Instead of traditional operating boundaries, in online banking financial institutions suddenly find themselves in a different kind of environment where they compete for the customer loyalty and liquidity. Starting of this new-era of online banking facility has helped customers in many ways but it has also introduced a number of risks which were never there before in any other generation both for the customers and the banks. Although internet banking has attracted hundreds of thousands of customers around the world but still the customer satisfaction/acceptance level, security issues and the future growth of the industry are still challenged. Online banking has develo ped at a tremendous rate and now even banks/financial institutions are competition each other in providing online services. But only those companies who will provide more value-added services will win the customer loyalty. Some of the barriers/drawbacks of internet banking are continuing investment that banks have to do to make sure that their online system is secure. These investments are mostly done in expensive, proprietary networks and software solutions to make their server secure from hackers and viruses. Although online banking has already completed more than twenty five years but analysis of the dimensions and the direction and the degree of risk involved in this revolution are far from complete. As every body knows that customer satisfaction is one of the basic requirements for the success of any business in any sector around the world (Welch et al., 2005, Terblanche, 2006, Perreault et al., 2006, Cohen, 2006, Athanassopoulos and lliakopoulos, 2003) The main reason to this is that high customer satisfaction in return gives higher market share and higher level of profits (Szymankski and Henard, 2001). Satisfaction levels with online banking are improving over the years. In this study the benefits that the customers are getting from using the online banking services are evaluated and the risk they are facing by using this service as well. In past few years, the margin of profits in banking sector has increased a lot. And online has also contributed to it. Although the ratio of accepting this new technology is different in different countries but still people are accepting it almost all over the globe. One of the positive aspects of todays modern world of commercial banking sector is the formation of new deliverance channels for customer satisfaction and most recent of them is online banking (Daniel, E. 1999). Traditional way of providing services only by bank branches is not enough to meet the needs of todays customers (Bradley, L et al, 2003). Adoption of online banking is increasing day by day although the level of adoption could be different in different countries. Online/Internet banking can be defined as an alternative to traditional banking system which allows the customers to perform almost all financial transactions e.g. balance checking, money transfer, account upgrades, bank statement printing etc on the banks secure website which otherwise can be performed only by visiting the banks branch. History of Internet Banking in UK Online banking services started from the early 80s in New York and in 1981. In the beginning Citibank, Chase Manhattan,Chemical and Manufacturers Hanover offered home banking services by using the videotex system but at that time videotex system didnt became popular except in France and UK where they used videotex minitel and prestel.Now we are going to discuss the history of online banknig in UK which started in 1983 and Nottingham Building Society was the first one to start this service at that time. It was based on the UKs prestel system and used a computer such as the BBC Micro or keyboard connected to the telephone system and television set. So, the customers had the facility to view their bank statements, bank transfers and also had the facility of making online bill payments. And at that time some part of it was done manually as well e.g. if any customers likes to make bank transfers or bill payments, (includeing details of the recipient)washad to be sent to the Nottingham Bui lding Society had to be notified in written form who set the details up on the Homelink system. Usually people used it for paying their gas, electricity and telephone bills. While Stanford Federal Credit Union also joined NBS in October 1994 and started online banking services to its customers and was the first one to do this. Types of Online Banking Online banking is divided into three types and this division is done on the basis of functional level of online banking that is currently employed in the market. Informational Communicative Transactional Informational (Websites) This has been identified as the first level of internet banking. Typically the bank has the marketing information about the banks products and services on a stand alone server. The risk is very low as informational systems typically have no path between the server and the banks internal network. Communicative/Simple transactional (Websites) This type of internet banking allows some interaction between the banks systems and the customer. The interaction is limited to e-mail, account inquiry, loan application or static file updates (name and address). It does not permit any funds transfers. Advanced Transactional (Websites) This level of internet banking allows bank customers to electronically transfer funds to/from their accounts, pay bills and conduct other banking transaction online like CABS in Zimbabwe. Features of Online Banking Online banking consists of many characteristics and some of them are listed below: Transactional Features: Features which are used to perform a financial transaction are called transactional features such as money transfer from one account to another account of either the same customer or different customers, paying bills,applying online for a credit card or for a loan or a new account etc Non-transactional Features: These features include online viewing or printing of account statement, checking links, cobrowsing, chat, wire transfer, sending mail to banks/financial institution administration. Different ways of attacking Online Banking Websites There are a number of ways used these days to directly attack either the banks websites providing the facility or their customers. But it is much easier to deceive the customers, most of the attackers try to deceive the user to steal his/her login id and password. Two of the most used methods for such kind of attacks are phishing and pharming. Other methods used to steal login information includes cross-site scripting and key logger or trojan horses. Even hackers try to attack signature based online banking method as well and they try to manipulate the software. By using this method real and genuine transactions are seen on the front page by the user to deceive him/her and faked transactions take place in the background. A recent report by FDIC Technology Incident Report tells that around 536 cases of computer crimes related to hacking and phishing and data loss have been registerd. And if we calcute the worth of these losses it goes around $30,000 per incident . And the grand total could be up to $16-million loss within 2007. Such kind of money loss due to computer crime have already increased at a rate more than 100 percent in last 2 to 3 years. And in most of these cases the attacker cannot be identified and the targeted custormers are those who are using online services in one way or the other. The latest method used by the hackers to attack is that a trojan horse allows the hacker to change both the destination account number and the amount of the user. Security Measures by the Banks In online banking increasing number of security issues day by day as compared to conventional banking is one of the major worries of banks. The most basic method used by the banks to provide security to the customers is allowing the customers to access the data by using a one time password authentication method. Most of the secure Internet shopping sites use this method for providing security to the customers. But using this method for online banking is not secure way of doing things online. Banks/financial institutions use two different security measures to fail the attacks by the hackers. The first one is the PIN/TAN system in which users are given new passwords every time they login and do the financial transactions. And mostly these passwords are sent to the customers by post. The most appropriate way of using TANs is to generate them only when customer needs them. This is basically a two-factor authentication way and the positive aspect of adopting this method is that no additional encryption is required. The second method is also a commonly used method and this method used is Signature based in which all transactions are signed and encrypted digitally. And the digital signatures of the custoemrs are then stored either on any kind of memory storage disks or smartcards. Countermeasures for failing such attacks Banks and financial institutions are using several countermeasures techniques to avoid all these kinds of attacks which have been discussed in previous heading e.g. to stop attacks that are done by both phishing and pharming, digital certificates have been introduced. On the other hand, class-3 card readers are introduced to fail those attacks which target signature based online banking. While on the users end, they should use virus scanners to be on the safe side against different ways of hacking tools like phishing, pharming, Trojan horses etc. It is also been observed that when people download material from internet, many times some hacking files also enter the systems and later those files are either used directly by the hackers to steal data or those files simply start sharing and sending your data with the hackers computer. Another step taken is the multifactor authentication (MFA) process. History of Banking The earliest of all banks in old age were the temples of that time. This practice started around third millennium B.C. And if we think that the culture of having banks in a society only started with the invention of money, then we are wrong because they started even before this. At that time instead of money people used to deposit grain. But after sometime at a later stage, people started depositing cattles and agricultural implements. Eventually comes the deposits in the form of gold, precious stones, metals etc in the form of compressed plates were used as deposits. One of the strongest reason of using temples and palaces to keep the precious goods were that they were the safest places to store gold at that time because they were almost always full of monks or worshippers and were well built as well. On the other hand, temples were sacred places so temples give an extra protection to precious goods from robbers. Even the culture of giving loans is as old as around 18th century BC i n Babylon. And most of the times those loans were given by priests/monks of that time and mostly to the businessman community of that time. Ancient Greece also has a history of banking. Most of the transcations at that time were giving loans, deposits, exchaning the currency. And proofs have been found that rather than giving money in cash which was taken as a loan, a credit note is given to the customer in one city and the customer used to take cash in another city by showing that note. And the advantage of doing it is that it was saving the customers from getting robbed on their way from one city to another. And this technique of credit-based banking was very common in 4th century B.C.in the Mediterranean world. Egyptian people also used to use grain as an alternative of money. By the fall of Egypt, the no. of different government based financial institutes of that time were combined into a single network of grain banks and their head office was in Alexandria from where they were monitored and the transactions of grains and other stuff from all the state granary banks were recorded. And even at that time paymets were done from one account to the other without actually moving money from one place to another. During last few decades of 3rd century B.C., an island of Delos, known for its magnificent harbor and famous temple of Apollo, became a leading and well known banking hub of that time due to the temple of Apollp and excellent harbour. Same way in Egypt, without moving cash from one place to another financial transactions used to take place by just writing a credit receipt. Ancient Rome took this art of doing financial transactions to a new level and started forming some rules and regulations and a set infrastructure for the system and formed and practice d many regulations for banks/financial institutions. Although interest charging was an old traditions but make it more structured. But further growth of Roman banks was limited because they used to do cash transactions more frequently. And even in Christinaity practice of charging interest is considered immoral, so the further development haulted at that time. And the last but not the least point to add here is that due to the fall of Roman empire banking also diminished and didnt came on screen until the start of the crusades. Western Banking History Modern Western banking history initiated in London with the formation of London Royal Exchange in 1565. At that time their offices where they used to sit and do financial work were called banks. There exsisted also a hierarchical order among professionals at that time. The list included bankers, city exchanges and pawn shops respectively.Before the Industrial Revoultion Amsterdam was the financial capita of the world in 1609. And during last decade of 17th century Amsterdam, London, and Hamburg were like the central banks of the world. And the famous East India Trade company was the most stable of that time. Global Banking In the 1970s and 1980s there was a wave of deregulation and privatization of government enterprises. The basic reason for doing so is to improve economic growth of the countries and it was private-sector at that time which was given the responsibility to participate positively in the growth and development of the country. Even the developed countries of today were facing the issues of economic growth at that time. This gave a chance to large companied to expand their business internationally. During this phase of globalization and expansion banking sector also grew tremendously. And U.S. emerged as the largest stock market in the world. And their economy and assessts grew twice the rate of the rest of the world. But they didnt enjoyed that kind of growth rate during last twenty years. And U.S. Foreign investments also play a part in this decline. And the other factor is growth of foreign financial markets. For example Japan where ratio of savings has gone up in last two decades and t hen the deregulation in other parts of the world is also a factor influencing U.S. growth rate. Such growing trend of globalization and the avaliability of opportunities of economic growth abroad has totally changed the traditional banking and now many banks have shown keen interests and preference for the universal banking model. And these banks can perform all kinds of financial services. And Internet banking is used as a major tool to meet the ever growing and changing demands of todays modern customers and so internet banking also expanded its wings globally under this new era of global banking. Such is a proof of global banking setup that by the end of 2000 around $10.5 trillion worth of financial activities were recorded breaking all the previous records. The top ten leading banks holding most of that market share was 80%. Among ten top ranked banks of the year the seven of them were multi-national bank who are doing business all around the globe and among them were three American and four European banks. Benefits of Online Banking Electronic Banking has many benefits and we are going to discuss them in detail now. First of all you can transfer funds from one account to another. And this could be done either between different accounts of the same person or vice versa. You can pay bills online, apply for a loan or a new account etc.Other features include printing of bank statement, changing personal details, contacting bank administration. Now if we go further in detail, we are going to examine more benefits of online banking. , service, technology, change, knowledge about computer usage and internet are a main Thornton and White (2001) found that there are many electronic distribution channels available for banks in US and then they compared them all and concluded that customer orientation towards convenience source of usage of different channels. And online banking is playing an important role to minimize the queues in branches which in turn increases efficiency of bank employees because if they got fewer cust omers in bank they can give them enough time and could solve their problems in a better way rather than looking at the long queue and getting stressed and under pressure (Thornton and White, 2001). Howcroft et al., (2002) found that the most important factors which are helpful in an increased number of usage of electronic banking are less fees and the reducing paper work and removal of the factor of human error.(Kiang et al., 2000). One more important factor which was concluded by Byers and Lederer, (2001) was that due to a rapid change in technology during last one century consumer attitudes have changed as well and people like to go for the usage of latest technology rather than bank cost a structure that determines the changes in distribution channels. Now users can do banking outside normal banking hours as well. Normally users can only do banking only between 9 a.m. to 5 p.m. And this amount of time is only 8 to 9 hours per day. Now they have got the facility of 24 hours a day and 7 days a week to do banking operations. And this is one of the most important reasons for the adoption of online banking. Banks provide customers convenient, inexpensive access to the bank 24 hours a day and seven days a week. Another point is also found in this scenario that ATM machines are contributing a lot as well in this new era of technology and these machines are performing the same kind of transactions as do a member of the staff at a bank will do. And the point to note in this sentence is that the ATM is performing these transactions at half the cost a human can do and with a four-to-one advantage in productivity. Gerrard and Cunningham (2003) found a positive correlation about the factor of convenience and online banking because you can now do all the banking transactions even from the ease of your home and you dont need to go to branch and wait in a queue to be served. Multi-functionality of this IT technology is also contributing feature to higher the customer satis faction level which is not an easy task in a highly competitive time of today. With the availability of self-service machines or channels, banks can reduce their branch network and to some extend number of staffs as well. Because if people are being served by machines in the same way as by an employee and in return the customers are satisfied as well, so it means that these alternative channels are helping banks in improving their efficiency and reducing their branch network or the number of employees. And that number of staffs can be used in some other profitable venture by the bank (Birch and Young, 1997). And this thing can ultimately help towards achieving improved customer satisfaction and increasing the institutions efficiency level (Thornton and White, 2001). Nowadays banks are even competing over providing better and secure online services and even non-banking financial institution are involved in this race. With more usage of online system customers now can compare differen t prices by different suppliers easily and quickly. The Internet increases the power of the customer to make price comparisons across suppliers quickly and easily. And as a result this stabilizes the prices of different products and the customers can have a better product in reasonable price. Yakhlef (2001) found out that almost all banks are responding different to this new fast growing and adopting technology. He also found that those banks which are taking it in a positive way are achieving better communication levels with customers. This point has also been discussed that by providing financial services to them right into their home/office is strengthing the bond and trust level between cutomers and the banks. As a result banks are enjoying increased customers loyalty and satisfaction. Nancy et al. (2001) took forward this debate in a different way and viewed that customers still like and prefer to go to branch and interact with a human to solve their banking problems rather than choosing machines to solve their problem. Because they found that there are more possibilities of asking a same question in a different way or asking many different questions at a same time. And the bank clerks are less vulnerable to machines with a quick level of response to all possible questions. This increases the probability of offering customer a new product or a best suitable product to customer and at the end it leaves a good image on the customer and enhances customer loyalty. We should note another point over here that level of usage and popularity of online banking is not the same in different countries around the world and the level of response in many developing countries around the world is less than the level of response in developed countries. There are many factors which p lay role in such kind of response. It includes ignorance, illiteracy, insufficient security measures by the banks and the government for online banking, preference for banking in branches rather than on internet etc. For example Polatoglu and Ekin (2001) studied about online usage in Turkey and found the same reasons as described above for the low level of usage of online banking. They found that ignorance to the usage of email system and preference of doing everyday banking at bank branches are some of the main reasons of low level of adoption of online banking in Turkey. So as a result e-banking is not that famous and in use in Turkey. Risks Associated with Electronic Banking Now it is time to discuss the risk factor included in the usage of electronic banking. Now we are going to discuss that although customers are getting a lot of benefits by using online banking services but by using online services they are exposing them to a number of risks that should be considered before using online banking on regular basis. One of the most basic and first point in this debate is that although we accept that online banking is providing a lot of opportunities for the banks in terms of efficiency and time and money saving and customer loyalty but it also limits this whole system and its future and current growth due to security issues, complexity of the system and technical problems involved (Sathye, 1999: Mols, 1999). Now these issues can be viewed in different ways. Some people will view them as an issue related to the level of trust on ones bank. Even Hewer and Howcroft (1999) in their studies defined these risk issues as level of trust to a measure the amount of risk. A number of previous studies have concluded that level of trust in case of electronic banking and perceived risks have a positive impact on commitment and customer loyalty and trust which ultimately leads towards overall satisfaction level of the customer about electronic banking. In this scenario, we can say that reputation of the service provider also affects the customers level of trust on the financial institution/bank. Doney and Cannon (1997) defined reputation as the safety of customers money and privacy. Because if the customers are not sure of the honesty or loyalty of their service provider they will simply quit that service provider and move to some other service provider which they think is better and more honest and concerned about the security of their financial transactions. Level of trust is the first and the most basic step of doing any kind of business with any firm/institution or service provider. Tyler and Stanley (1999) also argued on the same thing that b y showing commitment, honesty and cooperation between them and the customers, they can win customer loyalty. In some cases it is found that customers do have complains about the longer logon times consumed during online banking transactions rather than using any other medium for communication e.g. phone call etc. Min and Galle (1999) found one of the common factor in their survey which is the disruption of information access to be one of the most common factor which draws the customers away from using Internet channels for commerce. Similar results have been found by Liao and Cheung (2002) in their research and they also suggested that customers expect the online system to be always accurate, friendly, fully secure, level of service should be good i.e. response time. If these factors are there then we can say that online banking can grow and it does hold a future otherwise the future is a bit doubtful and some positive changes are needed in the online system. Confidentiality or privacy of data is also one the major factors to be considered in adoption of online banking because a large number of customers feel unsecured about sharing their personal information by this medium and feel that their personal information could be used in a way to exploit them or to share with someone without have the right to share their personal information. (Gerrard and Cunningham, 2003). In the same scenario a research was conducted in UK by White and Nteli (2004) about the number of internet users n the country and the number of on line banking users in the country. And the major factor which came up at the end of the study was that people in UK are vary of sharing their personal information on Internet and they are still not satisfied about the laws by the government about internet banking and the frauds and hacking. This is an example of unfair or incomplete and unprotected system available to be used by everybody from a genuine customer to a hacker. In some cases people are not sure that in case of a dispute whether electronic documents and records are enough to prove their point or they ar not acceptable. And if a dispute arises in case of a fraud then what is going to the result of it, whether they will have enough material or not to prove their point. Other similar kind of risks include loss of job for many employees because of more frequent use of machines for financial transactions rather than going to bank branch. They it affects the social part of the society as well. because if people are doing all such things at home then they will not go out and contact with other people will reduce which will reduce the opportunities for people to socialize and interact with other people and to some extent can add up to a less active society (Black at al., 2001). LITERATURE REVIEW How Banks perceive Online banking in developing countries Online banking provides substitutes of fast services of banking to a large number of customers. Online banking services are fast becoming popular both among academics and practitioner. Rapid advancement in banking industry has brought a lot of amendments in the sector. Public banks dominated the financial markets before 1990. After 1990 the privatization of banking sector started. Many amendments and improvements came after the privatization of banking sector. Even the electronic banking started after the privatization of the sector. Out of many technological wonders electronic banking is one of the wonders. Quite a lot of online services are being provided by different banks in Pakistan i.e. checking account statement, account balance, checking current balance, transfer of funds, credit cards payments, direct payments, utility bills payments, cheque book requests, stop payments requests, demand draft requests, new fixed deposit requests, statement download, other information and gui delines download. This study describes the risks and benefits of online banking in Pakistan. It minimizes inconvenience, reduces transaction cost and saves time. It also reduces the risk of cash carrying. But it leads to data access to public which leads to data insecurity and enhances the chances of fraud and embezzlement. Electronic banking involves lower fee and less paper work and human error. O Crisis Management: Impact of a Crisis Crisis Management: Impact of a Crisis JAMES WALKER INTRODUCTION Crisis management will most likely require more than being remorseful to the press or the CEO of some organization appearing on the news. We know the news that is broadcasted goes viral quick. Organizations must be vigilant to respond to a crisis quickly and decisively utilizing all platforms of communication to speak to the public. Furthermore, the most important thing is for organizations to accept responsibility for the actions and not distant themselves from the crisis or from the public. Its given there is no fix for all methods to remedy a crisis, but the lessons learned should be important. In this assignment, it will allow chance to analyze a major crisis and the impact on a community, nation, and the world when bearing in mind crisis management. The assignment will discuss the threat or hazard to the organization, elements of surprise, decision making of leadership with timelines of event and decisions made, successful and unsuccessful decision making, and changes resulted or should be considered. THREAT TO ORGANIZATION The New York Times accused Coca-Cola, stating that the company was funding obesity research that attempted to disprove the link between obesity and diet and shifted the problem to lack of exercise. It was said that Coca-Cola financed the new nonprofit Global Energy Balance Network and it advocated propaganda and deflects the role of soft drinks in the spread of obesity and Type 2 diabetes. (reference COCA). The accusation had a huge impact to the company to a point it was losing in the market sales. It was a first-class type of crisis for Coca-Cola and it was caught off guard, especially the intent was to fund scientific researches for health and well-being programs. The idea was misconstrued from the publics and social medias eyes. LEADERSHIP DECISION-MAKING EVENTS During the crisis that could cripple Coca-Cola, the CEO (Muhtar Kent) had professionally managed the crisis and to act quickly to make decisions. He assumed responsibility, owned up to it through the whole ordeal. He understood the businesss level of reputation and if he left the crisis to take its course, the business could have lost it reputation and the market sale of the products. The CEO is the best spokesperson to rectify the issue and that person is who you want out front telling the truth or the intent. In most public relations (PR) incidents, the CEO is shielded and it portrays that the CEO has no interest to the issue. The making of an outsized response is crucial to the crisis. Overreacting is preferred to a small measure or ignoring the critics helps as well, since it is all about opinions. CEO Muhtar Kent led Coca-Cola to initiate a management committee of impartial experts to give governance on the investments of the business from an academic research and appoint profes sionals to investigate opportunities for research and health initiatives. The bottom line is that Coca-Colas response to the allegations that it finances a group to protects it interests at the expense of public health is a case study in PR crisis management. The explanation by CEO Muhtar Kent characterizes a business response that encompasses the important elements of effective business PR crisis management. SUCCESSFUL/UNSUCCESSFUL DECISION-MAKING The successful outcome for Coca-Cola over this accusation was all due to the CEOs professional decision-making. He provided guidance when responding to occurrences and apologies. CEO Muhtar Kents first successful decision was admitting the companys mistake while not really apologizing in his explanation, Well Do Better. Furthermore, he took this accusation in a resilient way, at the source, which was acknowledging the accusations that were deceiving the publics and social medias eyes about its support for scientific research. In return, he defends the company by attempting to confront the global obesity epidemic and that the company had good intentions. However, CEO Muhtar Kent admits the intention is not working. Additionally, the actions that were taken to support the research for health and well-being were misconstrued and it caused a lot of confusion and mistrust. In the CEOs explanation, the company will act forward and with more transparency. It will put on the website the list of health and well-being partnerships and research activities it supported in the past five years and updating bi-annually. CEO Muhtar Kent stated that efforts will be made to continue to support the healthy options by having lower sugar and calorie drinks to include his company will stay committed to fight obesity. The unsuccessful decision-making by the leaders was broadcasting their intent and ensuring it wasnt misleading to allow the intent to make out that Coke was averting criticism about the role sugary drinks have played in the spread of obesity and Type 2 diabetes. The support was in good intentions with health and well-being, but how the public and social media viewed it was the opposite. It became a huge PR crisis as it seemed that Coca-Cola was trying to save their sales by funding an alleged cover up. CONSIDERATIONS AND RESULTS FOR CHANGES The businesses or organizations can save themselves from potential crisis is the highpoint of their element. In the event the organization is faced with these crisis, its ability to rise from the bottom and reveal the strength shows its crisis management plan. Additionally, the organizations do have practice something called the Conflict Management Life Cycle. It is a cycle that supports organizations to remain stable during or after a crisis. The Conflict Management Life Cycle is the cycle that gives the know how to manage a conflict or crisis. The cycle deals with being proactive (environmental scanning, issue tracking, issue management, and crisis planning), strategic (risk communication, conflict positioning, and crisis management), reactive (crisis communications, litigation PR, and conflict resolution), and recovery (reputation management and image restoration). Coca Cola had a Crisis Management Plan and the CEO Muhtar Kent utilized the Conflict Management Life Cycle. The considerations that was discussed for Coca-Cola was dealing with issue management, plan for communications, and how to respond to a crisis. For issue management, the key steps were to identify the issue (accusation of supporting for the wrong intention), evaluate the facts (support for the right reasons), priorities (reputation and sale), response (response from CEO with the real facts), and implementation (plan to gain trust and show intentions were good). The communication plan that CEO Muhtar Kent (Coca-Cola) had allowed for anticipation (identify the threat and monitor risks), prepare (define the key information in advance and anticipate information), and response (react quickly and efficiently, utilize the organizations processes and procedures, and practice potential events). CEO Muhtar Kent responded with Coca-Cola supporting health and well-being programs was in goo d intentions and not to be misconstrued. He responded with the 5Cs (confidence, clarity, control, concern, and competence). CONCLUSION Crisis management requires more than being remorseful to the press or the CEO of some organization appearing on the news. Organizations must be vigilant to respond to a crisis quickly and decisively utilizing all platforms of communication to speak to the public. Furthermore, the most important thing is for organizations to accept responsibility for the actions and not distant themselves from the crisis or from the public. Its given there is no fix for all methods to remedy a crisis, but the lessons learned should be important. Coca-Colas CEO, Muhtar Kent, quickly addressed the accusations professionally into the reactive phase of the Conflict Management Cycle. Furthermore, he made statements acknowledging accusations and the strategies is not working. Even though he did not completely express regret, he disclosed the company did not choose the best way to fight obesity and assuring they would be transparent from now on. The CEO benefits from this approach to move on to the reputation management part of the recovery phase by promising that Coca-Cola will update frequently a list of its well-being partnerships and research activities. In this manner, the publics trust will be salvaged and the companys image will be restored. Coca-Cola did a noble thing when they took responsibility for their unsuccessful decision-making. The company showed interest and sent their CEO to address the problem that had good intentions by following the Conflict Management Life Cycle and their Crisis Management Plan. The importance of the CEO speaking out is critical since communication plays a relevant part in not identifying the crisis and the impact. A crisis can damage the organizations products or services, threat public safety, harm employees, customers and stakeholders (physically, emotionally, and financially). Furthermore, it can cause operational, financial and reputational loss to include the impacting the future probability and growth. The frameworks, Conflict Management Life Cycle and Crisis Management Plans, are essential when it comes to being proactive to a crisis, using strategy for a crisis, being reactive to a crisis, and recovering from a crisis. BIBLIOGRPAHY Bernstein, Jonathan (N/A) Free Management Library, All About Crisis Management, Retrieved from: http://managementhelp.org/crisismanagement/. Cantoria, Ciel S. (2011). Bright Hub Project Management, Great Real-Life Examples of Successful Crisis Management, Retrieved from: http://www.brighthubpm.com/risk- management/104704-great-real-life-examples-of-successful-crisis-management/, January 29, 2011. Comcowich, W. (2015). Cyber Alert, Case Study: Coca-Cola PR Crisis Management, Retrieved from: http://www.cyberalert.com/blog/index.php/case-study-coca-cola-pr-crisis- management/. Preach (N/A). How do you act in crisis?, Public Relations, Retrieved from: https://bronk002.wordpress.com /2016/10/25/how-do-act-in-crisis/. Poston, Leslie (2012). Salesforce Marketing Cloud, Shining examples of excellent social media crisis management, Retrieved from: https://www.marketingcloud.com/blog/shining-examples- of-excellent-social-media-crisis-management, September 21, 2012. OConnor, A. (2015). The New York Times, Coca-Cola Funds Scientists Who Shift Blame for Obesity Away From Bad Diets, Retrieved from: http://well.blogs.nytimes.com/2015/08/09 /coca-cola-funds-scientists-who-shift-blame-for-obesity-away-from-bad-diets/?_r=1. Prevention is Better than Cure: BCC- An Ultimate Life Saver Prevention is Better than Cure: BCC- An Ultimate Life Saver Sudipta Paul Introduction: India in global stage is aspiring to be a powerful country with its potential powers in various field but the policy makers and governments ended acting a feeble role due to lack of providing the basic amenities to people. Average poor people struggle to get basic health facilities and proper sanitation. Most of them are unaware of various health hazards, for example, about the unsafe cause of open defecation. Population explosion, high maternal mortality and infant mortality rate were observed in India. Lower rate of health literacy and cultural taboos made worsen the situations. There were urgent needs felt to enhance the health literacy among marginalised people and empowering them. Thus, government health policies are made to harness BCC strategies to fight the superstitions and myths from society. In 1951, policy makers recognised health education as one of the major components of health care delivery system. â€Å"In 1946, the Health Survey and Development Committee, headed by Sir Joseph Bhore recommended the establishment of a well- structured and comprehensive health service with a sound primary health care infrastructure. It was in this context that the concept of health promotion and health education were introduced to achieve desired outcomes† (Public Health Resource Network, Book 05, 2007, p. 6). Empowerment of rural folks on health education was named as IEC (information, education, communication) which in course of time harnessed with BCC programmes (Behavior change communication). BCC strategies are mainly part of development support communication and involve participatory action research which came out as critique of dominant paradigm of development communication. â€Å"Criticism of earlier approaches to health communication has resulted in development of the term â€Å"behavior change communication† (BCC), but so rapidly is the term BCC becoming associated with persisting past practices that one would not be surprised if there is done- from its current approach to an approach which involves the active participation of the community in directing the design of a strategy appropriate to social and cultural contexts which promotes good health and reduces their risk for ill health† (Public Health Resource Network, Book 05, 2007, p. 7). The book, Public Health Resource Network (2007, p. 2-3) defines BCC as, â€Å"understanding people’s situation and influences, developing messages that respond to the concerns within those situations and using communication processes and media to persuade people to increase their knowledge and change the behaviors and practices that place them at risk†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢ € ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ In the BCC approach, there is more conscious focus on the receiver- rather than the sender- as the center of communication. Earlier IEC programmes tended to see their purpose as having to â€Å"sell† a particular message or idea. The BCC approach recognises individuals within the intended audiences as active, rather than as passive receivers of information and messages, who act on messages only if they are seen as advantageous or useful. In BCC approach there is greater appreciation that the audience may need new skills and social support to make and maintain behavior change.† One way process of communication of IEC compelled to introduce BCC process as a part of development process of communication. Neill Mckee (2002), defines BCC as, â€Å"research based consultative process of addressing knowledge, attitudes and practices through identifying, analysing, and segmenting audiences and participants in programmes and by providing them with relevant in formation and motivation through well-defined strategies, using an appropriate mix of interpersonal, group and mass media channels, including participatory methods† (cited in BCC strategy for NRHM in Uttar Pradesh, 2008, p. 9). BCC analyses the socio- demographic profiles of a particular target community and tries to remove the social and behavioral barriers with discussions, interpersonal communications. â€Å"It is about understanding the communities, context and environments in which behaviors occur. BCC is also about using persuasive techniques to demand health rights and to make public sector health services available and accessible to the neediest. BCC is about integrating new practices into long standing social, cultural and communication systems† (Nandita Kapadia-Kundu, 2008, as cited in BCC strategy for NRHM in Uttar Pradesh, p. 9). BCC uses mass media, interpersonal communication, community mobilisation for change of behaviors of community for improvement of health status and development of future. Behavior Change Communication is used to generate knowledge, tries to bring changes in attitude, behavior, intentions of people. BCC along with other strategies advocates adopting a healthy behavior and overcoming barriers- whether it is mental block or physical block such as difficulty in accessibility of health facilities. Behavior Change Communication helps to bring a sustainable change in health behavior of community. Conceptual framework of BCC: (Source: http://www.cpc.unc.edu/measure/prh/rh_indicators/crosscutting/bcc) Need of BCC: BCC tools are used to increase the intervention of the promotive and preventive aspect of health among people. â€Å"BCC is a process that motivates people to adopt and sustain healthy behaviors and lifestyles† (INFO Reports, January 2008, Issue no. 16, p. 1). Needs of BCC (Public Health Resource Network, Book 05, 2007, p. 11) are: â€Å"BCC alone can: Increase the intended participant’s knowledge and awareness of a health issue, problem, or solution Influence perceptions, beliefs, and attitudes that may change social norms Facilitate building of social/community norms that are facilitative and supportive to desired changes of behaviors/practices Motivate and provide the confidence and optimism needed for community action Demonstrate or illustrate healthy skills Reinforce knowledge, attitudes, or behaviors that are promotive of good health Show the benefit of behavior change Advocate a position on a health issue or policy Increase demand or support for health services Refute myths and misconceptions† Goal of BCC strategies: â€Å"Empowering the family and individuals to take health related decisions based on information and analysis. Motivating the community to play a proactive role in improving their health status. Effecting greater utilisation of health services through an improved public understanding of health care. Creating competencies and enabling environment to assist with the above objectives† (Public Health Resource Network, Book 05, 2007, p. 14). Tools of BCC: Tools of BCC are intended to delineate planning, implementation, development of BCC strategies of any programme. Major BCC tools for strategic plan are: Situation analysis: This stage involes identification of social determinants, mental blocks or areas which need to adopt a healthy behaviour or change of habits or attitudes of people. The reasons behind the particular health issue are identified in this stage. Research should done on audience analysis- demographic and attitudal profile of the audience; idenitification of the knowledge, attitude, behaviour, beliefs and values of people; identification of primary and secondary audience; availability of health services in the locality; available media or peer groups in the area. Strategic design: Strategic design should contain a ‘SMART’ objective- The strategic design contains the objectives of the BCC plan- the desired change in the behaviours, knowledge, attitude and practice of the target audience and also develops a conceptual framework of BCC plan to work out the objectives. Implementation plan is sketched in this stage. Drawing out a BCC plan involves these six steps- â€Å"Identifying key behaviors that need to be changed and analysisng their determinants. Stating the mix of audience- message- media and communicators. Deciding the monitoring and evaluation startegy- especially the indicators that help us assess whether communication occurred and whether it was effective in securing behavior change. Deciding the plans needed to build capacity to implement this plan. Deciding the budgetary requirements.† (Public Health Resource Network, Book 05, 2007, p. 16). Message development: Appropriate message should be developed for target group. ‘Type of appeal’ applicable for a particular group should be decided in this stage. Pretest: Pretesting the messages is required for modification of messages based on the reactions of the target groups. Implementation of the programme: According to Public Health Resource Network, Book 05, 2007, p. 15, key components of implementation framework are: â€Å"Message, media and communicators Monitoring, evaluation and feedback Institutional structure and functions Capacity building Management Budgetary aspect† Monitoring and Evaluation: Programme implementers should keep eye on the proper implementation of the programme and if needed, they may modify a change in the mid term of the programme after evaluation of the programme based on reactions and feedback from the target groups. BCC along with IEC helps to eradicate many killer diseases. The example of such success stories are given here: Success story Part-1: The Polio eradication in India (along with several other countries) is considered as one of the most successful campaigns in the field of public health, globally. In the year 1988 global leaders and countries decided to end polio and started initiatives to reach to every child in every country for immunization (although India introduced the oral polio vaccine in 1985 in an Immunisation Programme in the backdrop of over 200,000 cases of polio annually (as per estimates of the Indian Academy of Pediatrics). India committed itself fully into this mission which was globally led by UNICEF and WHO partnering with various international bodies and countries. It was no doubt a massive challenge for a country like India to achieve a zero-polio status as India has been contributor of almost half of Polio cases globally at some point of time. For a country as populated, as diverse, as difficult to reach out to rural areas there was a need for dedicated efforts on the part of the health workers, vaccinators the whole public health machinery supported by a communication strategy through which the message of polio vaccination and its importance needs to reach every Indian- from the Metro cities to remotest villages of country. Each year twice national level immunization campaign are held with an intent to cover all children under the age of five (http://www.unicef.org/india/health_3729.htm). In every campaign around 2.3 million lakh vaccinators are involved directly in the process led by 155,000 supervisors. To make all this fruitful in achieving the Zero-polio status an effective awareness campaign including inter personal communication component is vital. For each campaign awareness is done by IEC materials viz. banners, posters, leaflets, hoardings also through television, radio and newspapers along with extensive loudspeaker announcements. The vaccinators along with other health personnels were also trained to enhance their interpersonal skills, so they could mobilise communities better. There were in initiatives to make resistant communities, individuals understand accept the vaccination for the children. Mention of two different incidents during such campaign gives an idea of how both awareness initiatives and service delivery efforts complement each other. The Christian Science Monitor shared the story of Setarah Khatoon of Bihar, India (Taghavi, 2013, http://www.csmonitor.com/World/Asia-South-Central/2013/0504/Could-India-s-polio-eradication-success-story-be-a-model-for-its-other-health-issues). She got married at the age of 16 and by the age of 20 she had 3 miscarriages. She had one baby girl and one day she saw Bollywood star Amitabh Bachchans TV advertisement telling parents advocating do boond zindagi ki (two drops of life) actually during the polio campaign celebrities are engaged to spread the message that two drops of polio vaccine can save the life of a child. After watching the advertisement in her small Mumbai house she went to a pharmacy for getting her child vaccinated, the pharmacist directed her to a nearby clinic run by an NGO Doctors for you where her child got vaccinated (free of cost of-course). Her baby girl became the first in her family to get vaccinations and apart from that she got access to regular medical che ck-ups, advice on nutrition and about birth control options too. In another incident shared by UNICEF (http://www.unicef.org/india/reallives_7444.htm) in another part of the country millions of people were on their way to the annual Urs in Ajmer Rajasthan at a time of the year 2011. Before proceeding to Ajmer via Delhi the devotees need to make a stop over at Bareily, UP to pay homage to a local dargah. The local administration, along with gearing up to host over 200,000 devotees from West Bengal, Bihar, Jharkhand, Madhya Pradesh, Uttar Pradesh and Nepal, decided to administer oral polio vaccine to children upto 5 years of age travelling amongst the devotees. The administration with the health department and other NGOs were able to immunize 10,414 children as a result of this effort. The above two incidents show how the awareness IEC component go hand in hand with the service delivery component in achieving the desired output. Success story Part 2: Challenges of BCC: Gap between health education and BCC: Conclusion: In India especially in North East due to inaccessible geographical areas, cultural diversity and other reasons, access to health care services especially secondary and tartiary is limited to the large group of rural population. To make up for that gap the promotion of preventive aspect (PPA) of health plays a vital role. When it comes to saving life it becomes the ultimate life saver. But all the facilities in health system have to be lined up equally along with BCC efforts to provide health education to the masses. Service providers have to ensure the quality services to the people in the hospitals when people visit to them. It is more important to fruitful utilisation of services along with demand generated through IEC and BCC. Otherwise, the effort of health education would go haywire definitely. BCC successfully helps to create a demand of health seeking behavior among individuals and communities. References: Behavior Change Communication (BCC) strategy for NRHM in Uttar Pradesh. (2008). Available at https://www.google.co.in/webhp?sourceid=chrome-instantrlz=1C1AVSX_enIN408IN438ion=1espv=2ie=UTF-8# accessed on 18/ 06/2014 at 9.58 PM. David, Rohit. (2014, May 26). India’s Success In Polio Eradication Is A Model To The World: Dr. Nata Minabde. The Times of India. Available at http://timesofindia.indiatimes.com/home/opinion/interviews/Indias-success-in-polio-eradication-is-a-model-to-the-world-Dr-Nata-Menabde/articleshow/32680701.cms, accessed on 19/06/2014 at 08:15 PM. Measure Evaluation and Polpulation Health’s Behavior Change Communication. (n. d.). Available at http://www.cpc.unc.edu/measure/prh/rh_indicators/crosscutting/bcc on 18/06/2014 at 10. 45 PM. Public Health Resource Network’s Behavior Change Communication and Training for Health (Book 05). (2007). Raipur: Surya Offset Printers (I) Pvt. Ltd. Taghavi, Roshanak. (2013, May 4). Could India’s Polio Eradication Success Be A Model For It’s Other Health Issues? The Christian Science Monitor. Available at http://www.csmonitor.com/World/Asia-South-Central/2013/0504/Could-India-s-polio-eradication-success-story-be-a-model-for-its-other-health-issues, accessed on 19/06/2014 at 08:18 PM. Tools For Behavior Change Communication. (2008, January). INFO Reports, John Hopkins Bloomberg School of Public Health, Issue no. 16. Available at http://www.k4health.org/sites/default/files/INFO Reports_Tools for BCC_0.pdf#sthash.2xvFcwSi.dpuf accessed on 18/ 06/2014 at 10.03 PM. UNICEF India’s Polio Eradication. India Celebrates Victory over Polio.(n.d.). Available at http://www.unicef.org/india/health_3729.htm accessed on 19/06/2014 at 08:19 PM. UNICEF India’s Time To Take Stock, Time To Discuss RTE. (n.d.). Available at http://www.unicef.org/india/reallives_7444.htm accessed on 19/06/2014 at 08:20 PM. UNICEF’s The Story of The End of Polio. (n.d.). Available at http://www.unicef.org/immunization/files/The_Story_of_the_End_of_Polio.pdf accessed on 19/06/2014 at 10:04 PM.