Complaint handling Essay

Fair Trading Factsheet Complaints handling November 2007 Need more information? Call Consumer Affairs Victoria on 1300 55 81 81. Quick tip Successful businesses work hard to keep their customers  satisfied. Although prevention is better than cure, it is almost inevitable that at some stage you will receive a customer  complaint. Don’t presume a customer complaint is a negative  experience because, if handled well, it can be a valuable learning tool. An effective complaints  handling system needs  someone in the company to  drive it and take ultimate  responsibility. Benefits for your business How to do it An effective complaints handling system is essential to your business. Your business can benefit in several ways: Handle complaints effectively by: †¢ improved product quality and service delivery †¢ fewer mistakes and less time spent  fixing them †¢ better understanding of customers’  needs †¢ greater customer loyalty †¢ more customers through word of mouth advertising from satisfied clients †¢ having a policy of welcoming customer complaints †¢ setting up a system to handle complaints effectively †¢ training your staff to handle complaints well †¢ dealing with the complaints you receive immediately †¢ ensuring the process for making  complaints is easy for your customers †¢ regularly reviewing your  complaints record. †¢ less time and money spent  attracting customers †¢ improved business reputation †¢ a healthier bottom line. Remember you could be pushing  profits out of the door if you do not  have an effective complaints handling  system. Page 1 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Fair Trading Factsheet Quick tip Implement a company policy  that contact is to be made  with the customer within  48 hours of the initial complaint. Set up a system to handle  complaints effectively Train your staff to handle  complaints constructively An effective complaints handling  system needs someone in the  company to drive it and take ultimate  responsibility. This is a person who  has the best interest of both the  customer and the company at heart,  and the interpersonal and managerial  skills to ensure the system is  performing well. Make sure all staff understand the complaints handling policy, why it was introduced, how it will work and the benefits for your business. The complaints officer needs to ensure that: †¢ there is adequate information available to the public about how to address any problems with your business, especially at the point of sale †¢ front line staff are aware of: †¢ the complaints handling policy Encourage and reward your staff for dealing with disgruntled customers and handling their complaints well. Deal with the complaints  you receive immediately  Implement a company policy that  contact is to be made with the  customer within 48 hours of the initial  complaint. This will ensure that the  customer knows the complaint is  being processed. Although the issue  may not be resolved, the customer  will be aware that it is being  addressed. †¢ their authority to settle  complaints †¢ when and to whom they  need to refer complaints †¢ there is a process to handle the  more difficult and complex cases †¢ complaints are reviewed regularly  to identify any ongoing issues †¢ reports are made to senior  management about complaints. Page 2 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Fair Trading Factsheet Date of Issue: November 2007 Ensure the process for  making complaints is easy  for your customers Some suggestions are: †¢ Have a desk within your store  where people can take their  enquiries or complaints. †¢ Arrange a dedicated phone line  for complaints or problems. †¢ Consider using a simple sign at  your point of sale, or a paragraph  on company invoices, such as  Ã¢â‚¬ËœYour custom is important to us. If you are not satisfied, please let us know’. †¢ Include a customer feedback  option on your website. Review your complaints regularly Regular reviews of complaints will give you a good indication of how and where your business could improve. †¢ Use a standard form to record the details of complaints (see following page for example). †¢ Review complaints monthly or quarterly to establish whether there are any trends, or obvious things you could change or improve. †¢ Use complaint records to check how well and how quickly your staff handle complaints. More information Information on fair trading is  available from: Consumer Affairs Victoria Victorian Consumer & Business Centre 113 Exhibition Street Melbourne 3000 Telephone 1300 55 81 81 Website www.consumer.vic.gov.au Regional Offices Consumer Affairs Victoria also has regional offices located in Ballarat, Bendigo, Geelong, Morwell, Mildura, Wangaratta and Warrnambool together with a mobile outreach service that regularly visits rural communities. To find details on the office or mobile service nearest you, ring 1300 55 81 81 or go to the Consumer Affairs Victoria website on www.consumer.vic.gov.au and click on the Contact Us link. Because this publication avoids the use of legal language, information about the law may have been summarised or expressed in general statements. This information should not be relied upon as a substitute for professional legal advice or reference to the actual legislation. Authorised by the Victorian Government 121 Exhibition Street Melbourne Victoria 3000. F1-01-02 Page 4 of 4  © Copyright State of Victoria 2008 www.consumer.vic.gov.au 1300 55 81 81 Customer Complaint Form 1. Customer details Title (Mr, Mrs, etc) Family name (surname) Given names Street address Suburb Home telephone number Business telephone number Postcode Mobile telephone number Email address (if applicable) 2. Details of other person or supplier involved in this complaint Name Street address Suburb Home telephone number Business telephone number Postcode Mobile telephone number Email address (if applicable) 3. Details of goods or services supplied to the customer Date of purchase or service / / Description of the goods or service including make, model, type of service, purchase method, etc. 4. Details of what the customer complaint is Office use only Complaint received by Date received / Action taken or required Date action completed / / Signature In person / In writing

Organizational Behaviour Assignment †Management Essay

A manager is a person who supervises one or more subordinates (Bailey et al., 1991, p. 14) by using the management functions of planning, organizing, leading and controlling. Managers can make a group of individuals more efficient to achieve (Reid) an organization’s goals. In addition to the functions, managers have roles to play in an organization and skills which make easier for them to do so. The management functions of planning, organizing, leading and controlling is a way for managers to mold individuals into ideal employees. With planning, managers can define the goals of the organization, and then establish an approach to achieve it (Gibson et al., 1997, p. 16) by developing a plan. Inputs from subordinates concerning about the plan are very much encouraged; as they’re the ones that make a plan work and by asking for their thoughts, subordinates would feel valued. After a plan is designed, organizing it will be the next step. Everything should be on stand by and everyone should understand the significance of their role (Gibson et al., 1997, p. 16). Next comes leading, where managers are seen motivating the employees and resolving conflicts. When the plan is being implemented, managers can control activities to ensure everything goes accordingly. A back-up plan should be developed in case of a crisis (Reid). Being aware of all these functions, managers can effectively assist an organization to attain its goals. In Henry Mintzberg’s study, he concluded that a manager’s roles falls into three categories; interpersonal, informational and decisional roles (Robbins & Coulter 2002, p. 9). In the category of interpersonal roles, a manager is a figurehead, a leader and a liaison of which he is a person who to gets closer to other individuals in the organization by developing a more personal connection with them. To accomplish this, managers should recognize that individuals have life to lead outside their office. Within the informational roles category, managers are the organization’s monitor, disseminator and spokesperson. Information is used here as an advantage for subordinates; managers facilitate by seeking receiving and transmitting information to them. In the decisional category, managers are seen as an entrepreneur, disturbance handler and resource allocator. Managers make important decisions that can influence individuals’ work environment. By assuming these rol es, an effective manager can be born in oneself. An effective manager needs certain skills as well. Skill is an ability to transform knowledge into act that ends in a desired performance (Bailey et al, 1991, p. 22). The vital managerial skills are sorted out into three categories; technical, conceptual and human skills (Robbins & Coulter 2002, p. 11). A technical skill is a specialized knowledge, which can be learned through experience or basis education. Conceptual skills are the potential to analyze, identify and correct problems. Human skills are the capability to work well with others by using motivation and understanding human behaviors. Organizational Behaviour is a knowledge which helps managers who deals closely with human resources to understand their subordinates as an individual, a group or as a whole organization (Robbins, S. P. et al., 1998, p. 10). Organizational Behaviour offers several concepts in helping managers to understand individuals better. The concepts are globalization, workforce diversity, improving quality and productivity, empowerment, improving people skill, ‘temporariness’, simulating innovation and changes, balancing family with work and ethics (Robbins, S. P. et al., 1998, pp. 13-18). Globalization is interdependency of transportation, distribution, communication and economic networks across global boundaries (Gibson, Ivancevich & Donnelly 1997, p. 54). This influences a manager’s people skills by two ways; he’ll likely be transferred to a foreign country or having to deal with individuals from difference countries (Robbins, S. P. et al., 1998, p. 17). To adapt, managers should think globally and being aware of the process of globalization. Managers should sensitise themselves while dealing with a global organization (Gibson, Ivancevich & Donnelly 1997, pp. 57-58). A clear code of conduct for the workplace can be developed so that employees have respect for difference cultures. To benefit from globalization, managers should equip employees with information about cultures in a country that they wish to penetrate its market (Gibson, Ivancevich & Donnelly 1997, p. 58). Procter & Gamble’s introduction of liquid detergent failed in Europe because European washing machines weren’t equipped for it so modifications had to be made to their product (Gibson, Ivancevich & Donnelly 1997, p. 56). This is an example in which Procter & Gamble had to suffer the loss of profits because they were ignorant in finding out about the pros and cons of launching their product. Managers will have to give pleasure to local as well as international needs so that global success can be attained. A diverse workforce will help managers to appreciate the intricacy of globalization. Workforce diversity occurs when an organization becomes more distinct in terms of gender, race, ethnicity and minority (Robbins & Coulter 2002, p. 41). Managers will have to mingle with the diverse workforce. Cultural awareness training for the current workforce (http://www.pwcglobal.com/us/eng/careers/diversity/index.html, 2001) can help employees and managers to learn about each other’s background. At PricewaterhouseCoopers, a Diversity and Workforce Champions are appointed in each department to find solutions concerning diversity problems; in hope of enhancing work performance. Jim Schiro, the CEO there, said that; â€Å"When you make a genuine commitment to diversity, you bring a greater diversity of ideas, approaches, experiences and abilities that can be applied to client problems. After all, six people with different perspective have a better shot at solving complex problems than sixty people who all think alike.† (http://www.pwcglobal.com/us/eng/careers/diversity/index.html, 2001) From the statement above, it shows that a diverse workforce is well appreciated because it can improve an organization’s quality and productivity. To improve quality and productivity, this is where Total Quality Management (TQM) comes in. TQM is a philosophy of management that is driven by constant attainment of customer satisfaction through continuous improvement of organization (Robbins & Coulter 2002, p. 46). Managers can use the approach of reengineering (Gibson, Ivancevich & Donnelly 1997, pp. 349-50) which is to reconsider how work would be done if it was from scratch. This can be done if a manager’s conceptual skills are used. Managers will have to come out with an arrangement that can improve organization’s productivity and quality so that customer satisfaction could be maximised. The organization should be completely change for the better; not only the final product but also the small things like how quickly is the employees’ response to complaints, how polite are they and so on. Citigroup’s employees are promoted based on their work performance (http://www.citigroup.com/citigroup/corporate/values/index.htm, 2003). At Hewlett-Packard Corporation, customers’ respect and loyalty is earned by providing high-quality services (http://www.hp.com/hpinfo/abouthp/corpobj.html, 2001). This can be done by putting employees in direct contact with customers. By doing so, employees can personally identify customer needs, so better choices can be made to satisfy the customers. Managers can empower employees to achieve customers’ approval. Empowerment means putting employees in charge of what they’re doing. It eases employees because when there’s no managers breathing down their necks during their work. At Nokia, employees are rewarded for the overall success based on their performance so it generates an environment for employees to optimize to their full potential; which managers can provide by giving employees all the information they need to succeed (http://www.nokia.com/nokia/0,8764,5452,00.html, 2003). Motivation is the best means for managers. In the Lesson of the Red Horse, it stated that employees tend to work more competent when employees are able to think on their own (Reid). Managers should treat employees as individuals and show that their contribution to the organization count. Meetings across departments; as a whole should be held regularly to help employees recognize the organization’s objectives better. In those meetings, ‘brainstorming’ (Robbins, S. P. et al., 1998, p. 741) can be done so new ideas from employees can be considered. Susan M. Heathfield wrote that: â€Å"†¦I attended a meeting led by a young manager. I watched †¦ as she provided [information] and led a discussion. The most striking feature of the interaction was that she talked to the group as if they were all colleagues working on the same goal.† (Heathfield, 2003) This exhibits that a manager isn’t more or less important than other individuals in the organization. Organization’s goals can be achieved when its managers’ people skill enhances. Employees should have a sense of importance and thrill, exhibit openness, insight and originality, and flourish on change, challenge and competition. A manager can make an employee have that sense by making them know that mistakes are tolerable as long as it’s being dealt with as soon as possible. Citigroup encourages an ‘open-door’ management style where doors in the office aren’t close at any given time to make the working environment more laid-back and giving the employees an opportunity to converse as well as interaction with their co-workers and managers alike without fear of rejection (http://www.citigroup.com/citigroup/corporate/values/data/index.htm, 2003). Communication is the key to bring individuals closer. At Nokia, a culture of internal and external communication is valued. Its range of communication channels that helps employees to use corporate information that they receive and by doing so knowledge is pooled and a sense of openness in Nokia is supreme (http://www.nokia.com/nokia/0,8764,321,00.html, 2003). Managers can take cue from people at Nokia as there is a Nokia People magazine which is published in 4 languages, a Nokia News Service which offers daily organizational news online, and an Intranet that contains Nokia’s company information. The reason why Nokia was focused is because of their commitment in bringing the Nokia employees throughout worldwide closer to one another (http://www.nokia.com/nokia/0,8764,5450,00.html, 2003). Managers should familiarize themselves with employees to can create a sense of family bond in the workplace. At HalfPrice books, its founder made the working environment enjoyable by encouraging a sense of play at work and enlivening employees so that they feel they’re a part of something brilliant (Heathfield, 2003). Managers have to simulate employee’s creativity and tolerance for change. The business world today is a global one with the introduction of the Internet. It offers plenty of opportunities for organizations to discover in. Hallmark, a greeting card company recognised this and developed their own website. Managers can nurture innovation by making information accessible to its employees and selecting creative people who are trained to develop first-class products (Robbins, S. P. et al., 1998, p. 18). Even if the company is the first to develop something new, it’s time to move on to the next best thing when their competitors reached the same product level. At Citigroup, management are willingly to invest in infrastructure and focus more on technological innovation because they want employees to give the very best service to their customers (http://www.citigroup.com/citigroup/about/index.htm, 2003). A change in an organization is inevitable therefore managers and employees face the concept of ‘temporariness’ (Robbins, S. P. et al., 1998, p. 18). They have to learn flexibility, spontaneity and unpredictability in the workforce today, by constantly updating themselves to better perform. Employees tend to defy changes because fear of getting fired, getting a lower pay or just fear of the unknown (Robbins & Coulter 2001, pp. 345-47). Resistance to changes can be avoided if the changes are planned well and there is clear communication between management and employees. Explaining the need for changes to employees and getting their views can diminish the resistance. Companies like Ford or JVC had to deal with changes when computerised assembly lines were introduced. All these changes happened due to new innovations being made everyday. Change creates stress for employees. Managers have to realise that employees have another part of life outside the workplace (Robbins & Coulter 2001, p. 351). Balancing work and family add more stress to employees that it disturbs their working potential. Work and family relates to one another. Organizations realized family concerns jeopardize business results. Managers should be aware of this as employees are afraid to voice out their concerns in fear of appearing less dedicated to their jobs. At Motorola, a work-life vision statement is made and a â€Å"Special Delivery† program gives expectant parents a 24-hours nurse hotline in hope of comforting and calming employees (Hammonds 1997). Satisfying employees’ personal needs can encourage more effective workers with less constant worry. Companies that recognise the need to adapt work to peoples’ life will win employees’ loyalty which gains them an edge in the business. Managers might find themselves dealing with ethical dilemma where they’re required to define right or wrong conducts. Managers need to create an ethically healthy working climate at the workplace for employees. Levis Strauss became the first global company to establish a broad ethical code of conduct in 1991 (http://www.levistrauss.com/responsibility, 2003). Values of the organization can be seen through its employees. For example, Malcolm Walker who heads a retail food chain called Iceland is also a member of an environmental awareness group called Greenpeace (Robbins & Coulter 2001, p. 130). His company showed ethical behaviour when they decided to sell products which are free of chemicals that can harm Earth. Managers should hire ethical individuals, establishing a code of ethics at workplace (Robbins & Coulter 2001, p. 131) and of course, be a good role model by making the right choices in managing the organization. Managers can either make or break an organization as they can influence and control the employees into doing anything they want. Managing individuals isn’t easy; however, it can be done effectively with the aid of organizational behaviour concepts and knowledge. It is something that a manager can improve on with practice and experience throughout their working profession. Reference List ‘About HP: Hewlett Packard Corporate Objectives’, [online] 2002, Available from: , [2003, October 10]. Bailey, J., Schermerhorn, J., Hunt, J., Osborn, R., 1991, ‘Chapter 1 Organisational Behaviour and the Manager’. In: Managing Organisational Behaviour. London: Jacaranda Wiley Ltd. p. 14. – – -. p. 22. ‘Citigroup – Our Values’, [online], 2003. Available from: , [2003, October 9] ‘Citigroup – About Us’, [online], 2003. Available from: , [2003, October 9]. Gibson, J. L., Ivancevich, J. M., Donnelly, J. H. Jr., 1997, ‘Chapter 1: The Study of Organization’. In: Organizations Behavior Structure Processes. ed. Biernat, J. E., Rob Zwettler. United States of America. p. 16. – – -. ‘Chapter 3: Globalization’. p. 54. – – -. ‘Chapter 3: Globalization’. pp. 56-58. – – -. ‘Chapter 13: Organization Structure’. pp. 349-50. Hammonds, K. H. 1997, ‘Balancing work and Family: Business Week’, [online], Available from:, [2003, October 15]. Heathfield, S. M.,2003. ‘Help People Thrive at Work’. [online]. Available from:, [2003, October 9]. – – -. ‘Make Learning Matter: Become A Learning Organization’. [online]. Available from: , [2003, October 1]. ‘Levi Strauss Co. | Social Responsibility’, 2003. [online], Available from: , [2003, October 4]. ‘Nokia – Internal Communications. [online], 2003, Available from: , [2003, October 4]. ‘Nokia – Nokia as an Employer’. [online], 2003, Available from: , [2003, October 7] ‘Nokia – Performance Based Rewarding’. [online], 2003, Available from: , [2003, October 10]. ‘PricewaterhouseCoopers:US:Careers:Diversity’, [online], 2001. Available from: , [2003, October 10]. Reid, J., 2003. ‘Lesson of the Red Horse’. [online]. Available from: [2003, September 18]. – – -.2003. Management 101. [online]. Available from: [2003, September 18]. Robbins, S. P. & Coulter M. 2001. ‘Chapter One: Introduction to Management and Organizations. In: ‘Management’. Prentice-Hall International Inc. p. 9. – – -. p. 11. – – -. ‘Chapter Two: Management Yesterday and Today’. p. 41. – – -. p. 46. – – -. ‘Chapter Five: Social Responsibility and Managerial Ethics. Pp. 130-31. – – -. ‘Chapter Thirteen: Managing Change and Innovation’. pp. 345-47. – – -. p. 351. Robbins, S. P., Millett, R., Cacioppe, R., Marsh-Waters, T., 1998. ‘What is Organisational Behaviour?’. In: ‘Organisational Behaviour: Leading and Managing in Australia and New Zealand’. French’s Forest NSW: Prentice Hall. p. 10.

Free Essays on Permanently Warping Effects Of Sin In The Scarlet Letter

The Permanently Warping Effects of Sin as Portrayed in the Scarlet Letter â€Å"Shame, Despair, Solitude! These had been her teachers, - stern and wild ones, - and they had made her strong, but taught her much amiss† (136). Hester Prynne, who is the main character in Nathaniel Hawthorne’s The Scarlet Letter, is the subject of this quote. She is sent ahead by her husband in England to settle in the colonies. He fails to arrive and following a few years of his absence, Hester falls into an adulterous relationship and conceives a child. This is a turning point in her life. The effects of her sin perpetuate throughout her life and in all aspects of her life. Her life is transformed from one of â€Å"antique gentility† (42) when Hester’s sin affects her social image and her emotional state. Hester’s change is an example of the permanently warping effects that a sinner’s offense has on him. While standing on the scaffold in the first chapter, we learn through the flashbacks Hester has that in past she led a life of gentility and happiness. â€Å"Reminiscences, the most trifling and immaterial, passages of infancy and school-days, sports, childish quarrels, and the little domestic traits of her maiden years, came swarming back upon her†¦Ã¢â‚¬  (43). This quote establishes lighter side to Hester’s character that is built upon in the following paragraph. â€Å"She saw again her native village in Old England, and her paternal home†¦ She saw her own face, glowing with girlish beauty†¦Ã¢â‚¬  (43) These two examples help to construct what Hester’s life may have been like before her sin. She came from a well-to-do family in England and has many happy memories from her infancy and years of girlish innocence. Hester’s life is dramatically changed in the way she is treated by society. The general knowledge of her sin made her subject to public scrutiny every day. She was generally scorned and ostracized by the townsfolk when ... Free Essays on Permanently Warping Effects Of Sin In The Scarlet Letter Free Essays on Permanently Warping Effects Of Sin In The Scarlet Letter The Permanently Warping Effects of Sin as Portrayed in the Scarlet Letter â€Å"Shame, Despair, Solitude! These had been her teachers, - stern and wild ones, - and they had made her strong, but taught her much amiss† (136). Hester Prynne, who is the main character in Nathaniel Hawthorne’s The Scarlet Letter, is the subject of this quote. She is sent ahead by her husband in England to settle in the colonies. He fails to arrive and following a few years of his absence, Hester falls into an adulterous relationship and conceives a child. This is a turning point in her life. The effects of her sin perpetuate throughout her life and in all aspects of her life. Her life is transformed from one of â€Å"antique gentility† (42) when Hester’s sin affects her social image and her emotional state. Hester’s change is an example of the permanently warping effects that a sinner’s offense has on him. While standing on the scaffold in the first chapter, we learn through the flashbacks Hester has that in past she led a life of gentility and happiness. â€Å"Reminiscences, the most trifling and immaterial, passages of infancy and school-days, sports, childish quarrels, and the little domestic traits of her maiden years, came swarming back upon her†¦Ã¢â‚¬  (43). This quote establishes lighter side to Hester’s character that is built upon in the following paragraph. â€Å"She saw again her native village in Old England, and her paternal home†¦ She saw her own face, glowing with girlish beauty†¦Ã¢â‚¬  (43) These two examples help to construct what Hester’s life may have been like before her sin. She came from a well-to-do family in England and has many happy memories from her infancy and years of girlish innocence. Hester’s life is dramatically changed in the way she is treated by society. The general knowledge of her sin made her subject to public scrutiny every day. She was generally scorned and ostracized by the townsfolk when ...

Paul Whiteman Essays - African-American Music, Jazz, Paul Whiteman

Paul Whiteman Essays - African-American Music, Jazz, Paul Whiteman Paul Whiteman Ch.12 Paul Whiteman(1890-1967)= a classically trained violinist and violist who adored jazz but lacked the gift to emulate the uninhibited improvisations of the jazz musicians he admired, formed a dance band in the early twenties that played jazzy arrangements of popular and even classical melodies. Blues = a black vocal folk music, began as vocal (largely instrumental). Classical blues = based on 3 lines of text. Wild wame don?t do the blues. Urban Blues = blues pieces written for publication and professional performance. W.C. Handy = father of the blues. Boggie woogie = arrived from blues (a popular piano style with the form and harmony of the blues, but a faster tempo and a dance beat. Jelly morton = blues pianst. Combo = small instrumental ( jazz band ) a small jazz ensemble. History of jazz = from new Oreans to chicago. Louis Armstrong =(1900-1971) violent childhood in New Orleans, became gentle, he played the cornet, and then formed his own band, and moved to the trumpe t. Dixieland jazz = a white imitation of New Orleans jazz, introduced in Chicago; faster, more intense than New Orleans jazz. Sweet jazz = music with the sound and flavor of jazz, but arranged so that playing it requires little improvisation. (by Paul Whiteman, ) Rphosedy in Blue = by George Groshen (composer). (No propisation) =(sweet jazz) Harlem = in New York (jam) section (session). ==a black neighborhood in uptown new york city that became an important center for jazz. In 30?s development of (swing) big bands. Saxaphones, and clarenits, which were very important, (reed, instruments. Wood inst.) Swing = a term with many meanings, including (a) a mood of lilting spontaneity, (b) a danceable music played by the big bands in the thirties and forties. Benny Goodman(1909-1986) = king of swing. Brought big band music to national attention through his many recordings and radio programs. Count Basie(1904-1984) = was a pianist. Who defined jazz as ?music you can pat your foot to?, became one of the most popular of all big band arrangers and leaders. (leader of band in kansas City jazz. Bessie Smith = (1894-1937) most famous of all urban blues singers and surely one whose records earned the most money for their recording company. Jam = to improvise together informally. Ragtime Piano = stride piano= a jazz piano style in which the left hand alternates low bass notes (on one and three) with mid-range chords (on two and four). Cadenza = solo passage. (were orchestra stops, and a solo sings.) Ch.13 Jazz = in 1940?s a new generation of young Americans (big band music). Beebop = a complex, highly improvised jazz style, largely developed by Charlie Parker and Dizzy Gillespie. Charle Parker ?Bird?(1920-1955) saxophone virtuoso, style of jazz. But he also introduced new rhythmic, melodic, and improvisational techniques that lifted jazz to a different plane. Walking bass = a steadily moving pattern in the plucked string bass that has melodic as well as rhyt hmic implications. Dave Brubeck = (b.1910) was in the forefront of progressive jazz on the West Coast, where performances.(pianist and composer) who played with Dixieland and swing bands as a youngster. Unusual rythimic patterns (known for unusaul meters) also known for (take five) his song. Duke Ellington(1899-1974) pianist, composer, arranger, and ?loved band?. 3rd stream music = as coined by Gunther Schuller, the term refers to the combination, but not the blending, of jazz and classical music. Miles Davis = (1926-1991) virtuoso trumpet player, Davis was also an outstanding bandleader, composer, and innovator, who continued throughout his life to experiment with creative ideas in jazz.(he was involved cool jazz). Riff = a repeated rhythmic pattern that provides unity in jazz composition . Ella Fitzgerald = to sing scat. Bitonality = two keys at the same time. Ch. 14. Revue = costumed show with no integerated plot. A series of scenes united by a theme but without a plot. (bunch of songs). Operetta or light opera = a form of music theater in which the music and dancing are closely integrated with the plot.(show boat) example. Ziegfeld Follies = Elegant revues produced by Florenz Ziegfeld nearly every year from 1907 to 1932.(written by people from Europe). American operettas =

Sarasota School of Architecture Research Paper Example | Topics and Well Written Essays - 750 words - 1

Sarasota School of Architecture - Research Paper Example l style or Bauhaus as it is called in European school, deviated from the historical styles and started innovations by introducing new materials and technologies (Sarasota Architectural Foundation , par 2). Sarasota combined Bauhaus with the forms of Southern Architecture which made use of patios, verandas, modular construction and raised floors which allow natural ventilation (Sarasota Architectural Foundation , par 3). â€Å"The style added a play of light and shadow, and the color and texture of indigenous low maintenance materials, softening the cold machine aesthetic of the Bauhaus† (Sarasota Architectural Foundation , par 3). Characteristic of the design were flat roofs with no ornamentation and no air-conditioning. Building materials used for the beach houses were plywood, plate glass and terrazzo flooring (Herald Tribune , par 3). These were accentuated by bright primary colors but the wood structural elements were painted white. The Herald Tribune further describes the beach houses as having big roof overhangs, glass walls to allow the view of the water, cross ventilation and sometimes vaulted roof forms (par 3). The Sarasota School of Architecture reflected a minimalis t architectural style which minimized the impact of the sun, captured the breezes but at the same time took advantage of the indoor and outdoor spaces (Sarasota History Alive , par 18). "The beauty of simplicity, the concept of sculpted architectural space, and the emotional aspects of architecture," are the concepts that Sarasota adapted from the Masters of Modern Architecture (Sarasota History Alive , par 17). Several modern architectural principles were adapted by the Sarasota School of Architecture. Clear geometric and structural concepts played an important role in creating a defined living space. Enclosure of space and capture of light was another principle utilized (Seibert , par 5). Nowadays, one seldom sees houses or buildings that are greatly influenced by the Sarasota

Parents Response Reflection Essay Example | Topics and Well Written Essays - 750 words

Parents Response Reflection - Essay Example In answering the questions of the parents, I believe that I should be armed with the thorough knowledge and understanding of these preset standards in order to provide them with an adequate and accurate comprehension of their children's development. I choose to base this reflection in the national standard in science from grades K to four which can be downloaded at EducationWorld.com and is attached as an appendix. According to this standard, these grade levels should be able to grasp seven concepts of understanding: science as inquiry; physical science; life science; earth and space science; science and technology; personal and social perspectives; and history of nature and science. It should be noted that these concepts should be thoroughly taught by the teacher through the use of different activities, techniques, and communication style which are suitable to the age and level of understanding of students. Teaching science is one of the most interesting and equally challenging tasks of a teacher who is handling children at very young ages. In answer to the parent's question of how his child is performing inside the classroom, it is very much important to consider the preset standards against the perceived understanding, reception, participation, and output of the student. The child's performance should of course be in consideration with his age and the performance of his peers. It should be noted that a six year old child cannot be expected to memorize the entire periodic table or name all the bones in the body. Thus, the performance should be based on his ability and knowledge acquired from attending the classes. A good measure of a student's performance will be his grades in activities like recitations, quizzes, examinations, and home works. All of these should be mentioned to the parents in order to them to generate an adequate level of understanding on their children's performance . Another measure will be to compare the performance of the child to his classmates. This will give an idea the development of the child with his age group. The question of how I am helping the child to meet the national standards should reflect my recognition of the differing needs of each student and how I specifically tailor my teaching style in order to accommodate these differences. It will also be very important to highlight the various activities which are provided to the class in order for them to readily grasp an understanding of the concepts which are taught. For example, lectures are important but this will rather be boring for small children. Thus, they should be complemented with simple experiments, exercises, field trips, among others. Experiments will allow students to unlock the scientific concepts through firsthand experience while making them familiar with the process that scientists need to conduct first in order to validate their claims. In addition to these explanations, it will also be important to stress the difference of each child and how their specific needs are being met. In my experience, students learn at their own pace which is usually different from their peers. Also, some students learn through different techniques and circumstances. Thus, there is a need to have various activities and teaching techniques which will benefit everyone. In

Reflection on Leadership Essay Example | Topics and Well Written Essays - 250 words

Reflection on Leadership - Essay Example The leadership experience that I have gained is only from my studies especially when associating with my peers. My main strong point is my ability to communicate. I believe that communication is the main contributor to success. I therefore base my communication skills as my strong points. The area that I need some improvement on is the ability to work in a group setting. I tend to find myself more independent as opposed to been interdependent. I should improve on that so as to be able to work in a group setting. The activities that would help me improve on the skills are to engage myself in more group settings so as to be used to working with people. The other activities would be to engage in social activities so as to get used too many people. That means that I will be able to work in a group and I will also be able to engage my communication skills in the group setup (Luthans, and Avolio,