Essay about Philosophy and Therapeutic Recreation

As I make my way on this journey that is my life, I realize that I have always believed in the fundamental worth of all humanity and my responsibility as a fellow human being to respect this premise and also to support individuals, as much as I am able, to help unearth it should this basic truth become hidden to them. This is a guiding principle for me and I believe that many of the constructs of the field of Therapeutic Recreation (TR) are congruent with this philosophy. Making the decision to obtain a Therapeutic Recreation Specialization (TRS) degree offered a theoretical rationale in which to further explore the concept of leisure, define my professional philosophy and an opportunity to reflect critically on the field which I have†¦show more content†¦When choosing to work with adults living with severe dementia, many people often ask me how or why I do it. It’s simple. Not only do I believe that all people have value, I likewise believe that all people can contribute to society. The client who can no longer articulate their thoughts or needs or desires is teaching me to listen and find alternative means of communication. In essence, they are teaching me to be a better communicator. I think this is congruent with Sayers concept of meaningful contribution. There are still so many things about the brain that we do not understand that I would find it arrogant of me to assume that the person with dementia does not feel they are still contributing to society in some way. This improved communication skill, from my perspective, is an essential and necessary benchmark for the establishment of an effective client/practitioner relationship. O’Keefe (2008) urges us to listen to the narrative, there’s a story to be heard, if only we adjust our philosophical positioning. Eudaimonia, Leisure Ability Model, A Strength Paradigm Aristotle posits Eudaimonia, human flourishing and happiness, as the ‘chief good’ of humanity achieved through ‘reflective activity’ over a lifetime (Aristotle, The Nicomachean Ethics, 2002). From my perspective, the reflective activity to which he alludes is the pursuit of leisure.Show MoreRelatedPhilosophy of Therapeutic Recreation3064 Words   |  13 Pagesp. 4). With this gradual rise in age, the idea of therapeutic recreation for the aging population has taken on a significant role. Therapeutic recreation uses recreation and leisure activities to meet the needs of people in order to improve their quality of life. These needs include social, physical, cognitive, emotional, and spiritual. The experience of engaging in recreation is perceived to have therapeutic benefits. Engaging in recreation can be characterized by feelings of mastery, achievementRead MoreRecreation Evaluation1387 Words   |  6 PagesThe therapeutic recreation process is a syst ematic method of planning and providing services for individuals with disabilities. The process is based on a systems theory approach. The system is designed for a guide for a well-defined, goal-oriented purpose to the activity or program being provided. It involves four phases: assessment, planning, implementation and evaluation. Use of the therapeutic recreation process is not dependent on location, but on systematic and consistent use of assessing, planningRead MoreWhy Are Personal Experiences Influence On A Person s Thoughts And How Does It Impact His Future? Essay1742 Words   |  7 Pagesout what the reasons behind to steer towards a person s thoughts. As a therapeutic recreation practitioner, it is important to develop a professional philosophy statement which would reflect my roles and especially the relationship with clients. Under those circumstances, having a positive mind would be one of the emphases that inseparable in order to corporate the values into daily activitie s. To develop a personal philosophy statement, it would base on my personal background and values, and professionalRead MoreThe Academic Journey Of The Field Of Recreation And Leisure876 Words   |  4 Pagesthis author. It was for my own personal and professional growth that I chose to pursue the degree as a TRS. The program exposed me to many of the leaders in the field of Recreation and Leisure, especially as it applied to TR, and, furthermore, helped me to construe, animadvert and reevaluate my own professional philosophy. The requirements of the specialization, itself however, could, I believe, benefit from an overhaul insofar as it relates to the field as it stands as a component of Quebec’sRead MoreDog Therapy Essay1305 Words   |  6 PagesFlorence Nightingale, a founder of nursing philosophy, noted in her 1859 nursing notes that a small pet was an excellent companion for the sick, especially patients with chronic cases. Pet therapy is a therapeutic aid that supports medical cures and enhances the relational and emotional status of the sufferer. A Hypothesis propounded on by doctors S.R. Kellert and E.O. Wilson was â€Å"No one who looks at the evidence can doubt that animals in hand improve the quality of modern human life†¦Ã¢â‚¬  (sic). AnRead MoreGrand Theory Written Assignment1263 Words   |  6 Pagesmaintain desirable postures, sleep and rest, select suitable clothes, maintain homeostasis, personal hygiene, protect the integument, avoid environmental dangers and injury to othe rs, communicate with others, worship according to faith, participate in recreation, learn and discover, and work in such a way there is a sense of accomplishment (www.currentnursing.com). Henderson defined nursing as assisting with these activities to help the individual achieve independence. A person’s ability to successfullyRead MoreSummary : Eastern Washington University3541 Words   |  15 PagesEastern Washington University [EWU] offers Bachelor’s degrees in Recreation Management, Therapeutic Recreation, and Outdoor Recreation. Graduates from these programs are required to complete an internship with a company in their field; typically Fairchild Air Force Base’s Outdoor Adventure Programming [OAP] takes on one [or more] interns from EWU. Ryan Murphy, the Fairchild OAP’s former Assistant of Operations, stated â€Å"Interns do not come to us with the skills needed to lead others; we take themRead MoreTheoretical Foundations of Nursing4269 Words   |  18 PagesINTERPERSONAL RELATIONS THEORY â€Å"The kind of person that the nurse becomes makes a substantial difference in what each patient will learn as he or she receives nursing care.† Hildegard Peplau (1952) She defined Nursing as â€Å"an interpersonal process of therapeutic interactions between an individual who is sick or in need of health services and a nurse especially educated to recognize, respond to the need for help.† Dr. Peplau emphasized the nurse-client relationship as the foundation of nursing practiceRead MoreThe Effectiveness of Community-Based Corrections Program2965 Words   |  12 Pagespeople are so naturally evil that they must be cut off from the rest of society and closely monitored. In theory, however, they should be based on some type of philosophy or basis for punishment - such as deterrence, retribution, reintegration, incapacitation, or rehabilitation. Throughout most of the twentieth century, the dominant philosophies have been incapacitation, deterrence, and retribution (this combination being called the custodial model) except for a brief period from 1954 to 1974 when rehabilitationRead MoreRelationship Between Meterparadigm Theory of Nursing and Anas Definition of Nursing5001 Words   |  21 PagesNursing * Developed the  Clinical Nursing – A Helping Art Model. * She advocated that the nurse’s individual philosophy or central purpose lends credence to nursing care. * She believed that nurses meet the individual’s need for help through the identification of the needs, administration of help, and validation that actions were helpful. Components of clinical practice: Philosophy, purpose, practice and an art. Metaparadigm Person * Any individual who is receiving help from a member of

Referencing and Paraphrasing Free Essays

string(118) " using direct quotations and ensure that you are able to develop your own voice and make clear your own contribution\." Preparation for mandatory test: Introducing Referencing Referencing is the key means by which you can avoid plagiarism and is central to the practice of academic honesty. The basic idea is that any time you use information, ideas or words from another source you need to use referencing to acknowledge the original author. Using someone else’s ideas without clearly identifying that this is what you have done is an obvious breach of the principles of trust and fairness which support academic endeavour. We will write a custom essay sample on Referencing and Paraphrasing or any similar topic only for you Order Now It can sometimes be difficult to know what  you are required to reference, and many students mistakenly believe that it is only academic publications which need referencing. In fact any time you use someone else’s ideas or information you need to reference: if you do not, you are plagiarising. The following lists help you understand when referencing is necessary and when it is not. When completing an assignment, the following sources must be referenced: * books and textbooks journal articles * newspapers and magazines * pamphlets and brochures * films, documentaries, TV programs and advertisements * web pages and all computer-based resources including blogs and blog posts, podcasts and vodcasts * letters and emails * personal interviews * lecture and tutorial notes * communications with lecturers, tutors and other professionals (emails and conversations) * reproduced * tables * charts * graphs * formulae * diagrams * illustrations * images * photographs When completing an assignment there is no need to reference: * your own observations – for example, in the experiment results section of a report * your own writing about your own experiences – for example, in a reflective journal * your own thoughts, comments or conclusions * your own analysis or evaluation – for example, in the opportunities and risks and recommendations sections of a report * your own interpretations of the significance of data or facts * your relation of data or facts to the argument of a report or essay – for example, in the recommendations section of a report * common knowledge Common knowledge There are some kinds of information that do not need to be referenced. Common knowledge – that is, knowledge held in common in the public domain – does not need to be referenced. For example, it is common knowledge that Australia is a democracy, and therefore a statement to this effect in an assignment does not need to be referenced. However, if you are discussing nuances of opinion from various Australian political parties on a topical issue, these views need to be referenced because they represent specialised knowledge. If in doubt about what can be assumed as common knowledge, consult your unit of study coordinator or tutor. The validity of information As a general rule, only credible sources should be used in university assignments. Information and ideas from websites, general members of the public and other students is not necessarily credible. Credibility stems from a quality assurance process. For example, articles in academic journals are usually peer reviewed, and have therefore been through such a process. University lecturers and tutors have been through an equivalent process. The internet does not have a standard quality assurance process. Information is frequently published with no checks for accuracy or substantiation. For these reasons you need to make sure that you assess the validity of information sourced from the web. Why should I reference? Beyond issues of academic honesty there are other good reasons to reference. As well as helping you to work in an honest manner, by making clear what is the work of others, referencing ensures that your marker knows what is your own work and that your assessments are marked fairly. Three good reasons to reference * Referencing is central to the development of your own knowledge and ideas * Many students feel confused about what is expected in terms of their use of sources and the presentation of their own ideas. While you are expected to present your own ideas in an assignment, a personal response to the assignment question is not adequate. Your marker looks for evidence that you have developed your ideas after close consideration of existing academic knowledge and ideas. In order to demonstrate that your ideas are based on thorough research, you need to refer to all relevant sources and present them in such a manner that you document their influence. * Referencing allows the marker to clearly identify your own ‘ voice’ * An important function of referencing is that it makes clear where a particular fact or idea has come from. Since your assignment will include a mix of your own ideas and ideas and information from other sources, it is crucial that your marker can easily identify the difference. If you do not include references, or do not adequately and accurately reference, you will be implying that ideas and information are your own when they are not. This is plagiarism. * References are an important signpost for your marker In an assignment, your marker is looking for evidence that: * you have understood and assimilated ideas and information from your sources * you are able to analyse the significance of the ideas and nformation from your sources in the context of your assignment – for example, in the opportunities and risks section of a report * you are able to evaluate the relative relevance of the ideas and information from your sources in the context of your assignment – for example, in the recommendations section of a report * you are able to develop an argument based on the ideas and information from your sources  Ã¢â‚¬â€œ for example, in an essay. Good referencing helps your marker to clearly identify these qualities in your work. When should I refe rence? Knowing when you need to reference is only the first step in avoiding plagiarism. The second step involves learning how to integrate the information and ideas of others into your own work. Whenever you incorporate source material into your assignment you have a choice: to use the same exact words as the original, or to use your own words to express the idea or information. Summarising and paraphrasing offer alternatives to using direct quotations and ensure that you are able to develop your own voice and make clear your own contribution. You read "Referencing and Paraphrasing" in category "Essay examples" Direct quotation A direct quotation is a word-for-word reproduction of someone else’s words, either written or spoken When you choose to use a direct quotation in your assignment, you need to: * Enclose the direct quotation in single quotation marks ‘†¦. ’, ensuring that all the words you have reproduced are included * Double-check your quotation to ensure that it is a word-for-word replication of the original and that the punctuation is also the same * Include the author’s family name (or source name), publication date and page number, immediately after the quotation (or within the sentence where you use the quotation) * Ensure that the referencing details are accurate: your reader needs to be able to locate the original using this information. Quoted special words or phrases also need to be enclosed in quotation marks, even though they may not express an entire idea or sentence. A word of warning†¦ You should not rely too heavily on direct quotations in your assignments. While direct quotations can be useful in ensuring that you accurately transcribe a complex idea, if you use too many direct quotations in your writing you are letting your sources speak instead of establishing your own voice. This makes it difficult for your reader to ascertain what you have understood and what contribution you are making. When using sources it is important to ensure that you frequently re-express ideas in your own words and phrasing. Using your own words Paraphrasing and summarising are alternatives to using direct quotations, and allow you to express your source’s information and ideas in your own words. Paraphrasing A paraphrase is a short section of text that retains the source’s original meaning but expresses it in different words. In order to paraphrase you need to do more than simply change one or two words. To paraphrase legitimately, you need to first understand the original meaning, and then express this meaning in your own words, phrasing and sentences. Here is an example of how to paraphrase. The following passage is taken from page 180 of Schminke, M. , Arnaud, A. and Kuenzi, M. 2007, ‘The power of ethical work climates’ ? , Organizational Dynamics, vol. 36, no. 2, pp. 171-186. Moral sensitivity can be improved through training. To enhance moral awareness, organizations first need to explain clearly what constitutes unethical and illegal behaviour, and to clarify desired employee behaviours with respect to all organizational stakeholders. This requires clearly communicating formal, comprehensive ethics policies and procedures (e. g. , ethics codes) to employees at all levels, including managers, so as to provide formal boundaries for decisions, activities, and behaviours in the organization. However, awareness training should also probe the informal gray areas of comprehensive ethics policies. It may do so through the use of scenario studies, games, and interactive videos, which include ethical dilemmas that employees may face in their workplace. Such training opportunities allow individuals sufficient exposure to the practice of identifying ethical issues in realistic settings. Acceptable paraphrase Below is a legitimate rephrasing of the original text: Organizations can take steps to improve the ethical sensitivity of their employees by providing clear guidance on what is appropriate ethical behaviour and where the grey informal difficulties may lie through variety of methods including dilemmas, games and scenarios (Schminke, Arnaud and Kuenzi 2007). Unacceptable paraphrase Below is an unacceptable paraphrase. Rather than a legitimate rephrasing, this is a collection of direct quotes from the original, which have just been organised in a different order: Moral sensitivity can be improved through training, which can be delivered through the use of scenario studies, games, and interactive videos, which include ethical dilemmas that employees may face in their workplace (Schminke, Arnaud and Kuenzi 2007). Unacceptable paraphrase Below is another unacceptable paraphrase. In this case, it is unacceptable because it merely involves the alteration of a few words in the original: In enhancing moral awareness, organizations should explain clearly what constitutes unethical and illegal behaviour, and specify desired employee behaviours for all stakeholders in the organisation (Schminke, Arnaud and Kuenzi 2007). Hint: As well as highlighting your understanding, paraphrasing information and ideas allows you to integrate them more easily into your own writing. Summarising A summary is an outline of the main or most relevant ideas presented in a source. When summarising, be absolutely sure to use your own words, phrasing and sentence structures! Hint: Summarising can be useful when you want to focus on particular ideas or particular information in a source. When paraphrasing and summarising, you need to: * Ensure that the words, phrasing and sentence structure are your own. If you paraphrase or summarise and your words are too similar to the source’s, this is plagiarism. * Include the author’s family name (or source name) and publication date immediately after the paraphrase or summary (or within the sentence). * Ensure that the referencing details are accurate: your reader needs to be able to locate the original source using this information. Remember, your own contribution includes your ability to clearly express someone else’s ideas or information in your own words and demonstrate understanding of the relevance of this information in the context of your assignment. How do I reference? There are a variety of different referencing systems used to acknowledge sources in academic texts. Often, within a given unit of study, one particular system will be favoured so it is important that you check with your unit of study coordinator. It is imperative that you choose a single recognised system and use it consistently and accurately throughout your assignment. This includes paying close attention to the presentation of referencing details, including the order of information, and the precise use of commas, full stops, italics and quotation marks. The Harvard referencing system as specified in The University of Sydney Business School Referencing Guide is used in The University of Sydney Business School. This section provides a number of examples of how to reference sources, both in-text (i. e. , in the body of your work) and in the accompanying reference list. Reference lists and bibliographies A reference list only includes the sources directly referred to in the body of your work. A bibliography includes all works that have informed your work, both those directly referred to in the body of your work and those not. Note: Most assignments require a reference list only. If you are unsure whether or not a bibliography is also required, please check with your unit of study coordinator or your tutor. Direct quotation When a word-for-word quotation is integrated into the text of your essay, you must always provide referencing details in the sentence where the quotation is introduced. In both the reference list and the bibliography you must also provide full details of the  source quoted. To reference a short direct quotation of about 30 words or less, place single inverted commas around the author’s words, and place his/her family name, the date of publication, and the page number in brackets after the quotation, for example: Truly difficult ethical conflicts in the work place exist ‘between one’s deeply held, subjectively informed relational ways of being in the world and more objectively fashioned general rules’ (Ladkin 2006, p. 8). The corresponding entry in the reference list would look like this: Ladkin, D. 2006, ‘When deontology and utilitarianism aren’t enough: how Heidegger’s notion of ‘ dwelling’ might help organisational leaders resolve ethical issues’, Journal of Business Ethics, vol. 65, no. 1, pp. 87-98. Below is an instance of using a direct quotation to refer to someone elseâ€⠄¢s idea in your writing: Gilles Deleuze and Felix Guattari propose an unusual idea of philosophy. They define philosophy as the ‘art of forming, inventing, and fabricating concepts’ (1994, p. ). This idea is useful for exploring ways in which various forms of intellectual work can be seen not as a reflection on the world, but as an opportunity to intervene in the world. The corresponding entry in the reference list would look like this: Deleuze, G. and Guattari, F. 1994, What is philosophy? , Verso, London. Quotations which are more than about 30 words must be set apart in the text by indenting in a block format, without using quotation marks. A font size one point smaller can also be used. Below is an instance of using a direct quotation to introduce someone else’s argument. Rowold and Heinitz (2007) make a link between trust and the transformation of followers in the following way: In addition, if the leader is a trustworthy model and represents a code of conduct, transformation occurs more easily. As a consequence of the leader’s charismatic qualities and behaviours, followers identify with the leader. In turn, values and performance standards are more likely to be adapted by followers. Finally, transformational and charismatic leaders foster performance beyond expectations (p. 122). The corresponding entry in the reference list would look like this: Rowold, J. and Heinitz, K. 2007 ‘ Transformational and charismatic leadership: assessing the convergent, divergent and criterion validity of the MLQ and the CKS’ ? , The Leadership Quarterly, vol. 18, no. 2, pp. 121-133. Quoting a fact Whenever you include a fact that is not commonly known information in your writing, you must use in-text referencing to identify the source. For example: The recent global financial crisis has led to significant rises in unemployment levels throughout the developed world. The November 2009 Australian unemployment rate of 5. 7 per cent (Australian Bureau of Statistics 2009) is a welcome sign that the economy may be on the road to recovery. The corresponding entry in the reference list would look like this: Australian Bureau of Statistics 2009, 6202. 0-Labour Force Australia – November 2009, viewed 15 December 2009, http://www. abs. gov. au/AUSSTATS/abs@. sf/mf/6202. 0 Paraphrasing and summarising If you use your own words to express a source’s ideas or information, you must still reference the source by providing the author’s surname and the date of publication in brackets at the end of the relevant passage. For example: Marketing potentially harmful products, like genetic tests, poses a challenge for corporate decision-makers in making sure they appropriately balance the benefits and harm of their pro duct in their advertising (Williams-Jones and Ozdemir 2008). The corresponding entry in the reference list would look like this: Williams-Jones, B. and Ozdemir, V. 2008, ‘Challenges for corporate ethics in marketing genetic tests’, Journal of Business Ethics, vol. 77, no. 1, pp. 33-44. Referencing according to the type of assessment task Although you need to reference in all university assignments (unless it is explicitly stated otherwise), what you are expected to reference – and how references must be expressed – depends on the type of assessment task. For example, research essays require full referencing. However, other assessments, such as a closed book exam, are unlikely to require you to memorise entire quotations and page numbers. Reference requirements in some assessment tasks – for instance, oral presentations – are not as clear, and in such cases you should consult your unit of study coordinator or tutor. A note on using referencing systems This module helps you understand the principles and practice of academic honesty. It is essential that you learn and use the referencing system prescribed by each unit coordinator for any particular course of study. How to cite Referencing and Paraphrasing, Essay examples

Information Technology Service Management

Question: Write an essay about the "Information Technology Service Management". Answer: 1. What is Service Desk? A Service Desk comprehends that data offers organizations key favorable circumstances and it guarantees appropriate systems are set up for the information to be dissected, created and conveyed consistently. The best Service Desks oversee data conveyance by using Information IT Framework Library or ITIL best practices to convey these administrations (Knapp 2014). The Service Desk is the most important contact in an association for all IT questions. The theory described in ITIT suggests the meaning of a Service Desk. It is the single purpose of contact amongst IT Service Management and clients. Undertakings pool engaging obligation about scenes Also asks for, What's more distinguished an interface should reinforcement ITIL manifestations. The naked befitting of the profit work area would background oversee, romp repeat administering about thither oversight squeezing, Also fa About the purchaser (Su 2015). Surrogate meander of Grant-in-aid work area may be essential wander provides for an idealistic on for affiliation between a association's custom, straightforwardness and contact accomplices. 2. Significance of Service Desk in ICT: The significances of service desk are as following. The service desk makes the tasks problem and incident management and requests fulfillment process easy enough to carry out properly (Jantti, Cater and Shrestha 2012). It also acts as a sole contact point for the tire user base. It handles all the incoming calls and rises only after knowing the solutions regarding an incident fail (Rahman 2016). In the stage of the service operation, it plays a very crucial role. In addition with that, it takes part in the service operation mostly. It serves as the first point while the user reports an issue. It continuously monitors the status and activities regarding incidents (Jantti, Cater and Shrestha 2012). It as well provides the information of the progress to the consumer. Service desk makes ensure that a suitable motion is achieved and the operations have returned to standard levels (Rahman 2016). 3. The Cost of Service Desk: The cost of the Service Desk is related to personal, software, hardware, activities, education, and accommodation (Lucio et al. 2012). The process of estimating the cost of service desk is as following. Analysis: It is the initial step toward estimating the cost. The examination of the business is done deeply in this stage. The stage comprises of the following analysis. Benefits cost (Tang and Todo 2013). Agents quantity who are manning the desk. The standard cost in terms of hiring. The standard cost in terms of training (Lucio et al. 2012). Maintenance cost. Supervisor payroll cost. Lease cost. The cost of the server, computers and network devices (Tang and Todo 2013). Annual cost: In the second step the total of running the service desk in terms of annual expenditure is calculated. Capital Expenses: Adding fresh computers, the creation of spaces, upgrading applications and another crucial cost will be taken into account while estimating the total expense (Lucio et al. 2012). 4. Benefits of Service Desk: 4.1 Client Satisfaction: The prime benefit of the service desk is that it will provide the opportunity to improve the satisfaction of the customer. The website of the organization will be comprised of the proper information of contacts so that the client will know that where to go if anything issue occurs (Acosta, Joshi and Ramshaw 2013). 4.2 Enhancement of Quality: The quality of service and products of the organization can be improved with the proper utilization of service desk (Chen and Chen 2012). If any customer contacts the representative of the organization, the problem reports are filled out in the service desk which is analyzed later for avoiding the issue in the future. 4.3 Improved Process: It automatically handles the repetitive tasks and provides a better communication between every person the organization (Acosta, Joshi and Ramshaw 2013). Because of that, the organization will be able to solve the problems faster than before. 5. Disadvantages of Service Desk: 5.1 Loss of Control: Outsourcing such administration can bring about the loss of control over drilling in light of the fact that the administration supplier for the most part controls the strategy of preparing (Chen and Chen 2012). 5.2 Improper Handling: Customers get bothered and baffled with help work area outsourcing administrations if the staffs are not very much prepared and sufficiently able to help clients appropriately and immediately (Stevens 2013). 5.3 Issues because of Outsourcing: Case in point when an organization outsources their administration capacities the administration that is given is out of their hands; they depend on the administration supplier with their business administration and bolster capacities which straightforwardly affect their clients' level of fulfillment and moderately the organization's notoriety (Chen and Chen 2012). The organization that is outsourcing their administration capacities ought to take consideration to guarantee that delegates for the outsource administration supplier are appropriately prepared to meet administration desires (Stevens 2013). 6. The Skill Set for Service Desk Job: Before we even start to audit the inquiries questions, you ought to know the ability set that businesses are hoping to fill help work area positions are in the chase for. This includes the following. great verbal and composed relational abilities constructive correspondence propensities such as individuals, aptitudes, listening abilities, and so on (Knapp 2014). tolerance excitement to help other people snappy, out of the container basic intuition aptitudes great with telephones and PCs (Regas 2015) capacity to multitask behavior (Knapp 2014) Consider looking into the basics of each before checking on for a meeting. It's great to know how to structure your answers in a help work area meeting, however not on the off chance that you don't comprehend the genuine, crucial criticalness of these abilities (Regas 2015). You can look at this aide for an outline of good interchanges aptitudes and how to harbor your own, or read up on the components of good correspondence in this blog entry. Hone these listening abilities activities to reinforce the way you speak with others, and build up some basic deduction aptitudes in this course. Keep in mind great client administration is about proficiently explaining the client's issues and concerns, at the same time being amenable and open to criticism! (Knapp 2014) 7. Description of Good Customer Service: This oft-feared address really isn't that hard to reply, in spite of how open-finished it abandons itself. In case you're seeking a vacation in client administration, you have to know how to answer this with certainty and earnestness, regardless of the fact that client administration isn't a profession you adore on a very basic level and need to stay with for whatever remains of your life (Sharma and Lambert 2013). On the off chance that it considers, back on the last time, you encountered stunning client administration. What did the individual do that emerged to you? Presently, channel that positive experience into a general rule (Setia, Venkatesh and Joglekar 2013). What do you plan to accomplish with this employment? Do you seek to be as really supportive and amiable as the great client administration individuals you've managed previously? Case Answer: Good client administration implies surpassing the client's desires, making a special effort to address their worries and settle their issue with proficiency and a certifiable craving to offer assistance (Sharma and Lambert 2013). It means being accessible for the client through any hardship, and trying to get them the help they require, regardless of the fact that you aren't the specific individual fit for tackling their issue. It means being straightforward with the client, being clear and straightforward about the arrangement and different things that worry then, and ensuring their experience was sufficiently certain to ensure that they return, glad and satisfied (Setia, Venkatesh and Joglekar 2013). 8. Deal with Angry Client: On the off chance that individuals need assistance, odds are they're befuddled, disappointed, steamed, pirate, or a smidgen of everything, and you are the one they're connecting with keeping in mind the end goal to quiet their burdens. It's essential not to take individual offense to a client's disappointments unless, obviously, they affront you by and by, yet more often than not your manager will at present anticipate that you will handle this with beauty and polished skill (Green 2016). More often than not, this implies exchanging the lifted client to a chief being subjected to verbal misuse and badgering is not part of your set of working responsibilities, so make a point to have this dialog with your higher-ups and comprehend what to do in these situations (Teyber and Teyber 2014). As far as how to answer this inquiry, there are truly just a couple right replies, with any number of individual turns you can pull from your experience (Green 2016). What you have to concentrate on here is your comprehension of fundamental relational abilities. Try not to get furious back at the client, don't turn to verbally abusing or allegations, and make a point to continue everything proficient. Try not to stray from the current subject if the client is furious that the organization scammed them, express your true statements of regret and let them know you are doing everything in your capacity to get them the help they require (Teyber and Teyber 2014). Walk them through your procedure, answer the majority of their inquiries, and on the off chance that you can't answer an inquiry, never let them know, "I don't have the foggiest idea." Find out. You must discover for them, and any exertion you make, even the littlest, that tells them you're working for them that you are on thei r side is essential. 9. IT Skills in Service Desk: 9.1 Phone Skills: In spite of the fact that cutting edge, help work area programming offers huge amounts of alternatives to calling the help work area, a significant part of the work still and presumably dependably will stay by telephone (Czegel 2015). 9.2 Security Skills: Security is no more an extra to the IT foundation. It's currently a vital part of each framework, programming bundle, and operational methodology on the help work area (Beisse 2014). 9.3 Hardware Skills: Progressively, software engineering projects are concentrating on the product side of IT, forgetting imperative abilities for keeping up, redesigning, and repairing the equipment (Czegel 2015). 9.4 Cloud Computing Skills: The cloud is turning into a standard piece of IT operations. Around 70 percent of all organizations have embraced some type of distributed storage or application, with considerably all the more wanting to do as such sooner rather than later (Beisse 2014). 10. Knowledge Management in Service Desk: 10.1 Specialist driven help work area: The general thought here is that all learning lives in every operator of the help work area. This can be close to home guideline put away electronically, as unsaid information, printed documentation and access to the Internet (Leung and Lau 2015). No learning is shared, and distinctive specialists are taking care of the same sort of issues regularly need to spend the same sum scrutinizing an answer for an issue despite the fact that somebody has as of now looked and found the arrangement. In this way, the obligation of finding the right data or learning is for every specialist. 10.2 Learning administration driven help work area: This methodology involves sharing learning between specialists with a specific end goal to accomplish quicker and more productive work forms (Ackerman et al. 2013). It proposes utilizing a KMS as a go between the help work area specialists and all data, information and learning sources. With the KMS as a mediator, it would help in the learning procurement and work as a solitary uniform interface. The interface is the scaffold that associates all sources, both inside and outside, considering a speedier approach to finding significant learning regardless of how it is composed of its area (Leung and Lau 2015). 11. Incident Management in Service Desk: The functions of service desk in incident management are as following: logging the occurrence in the call log playing out the underlying Incident diagnostics (Tang and Todo 2013) asking for professional backing when required (Fernandez et al. 2013) owning, checking and imparting overhauling records such as call log, episode sheet with the determination shutting episodes (Tang and Todo 2013) advancing any subsequent activity, for instance, completing into issue administration (Fernandez et al. 2013) 12. Problem Management: The purpose of problem management is to make the both the number and seriousness of episodes and potential issues as low as possible so that the business or association can grow more rapidly (Conger 2015). Problem Management has to be expecting to reduce the unfavorable consequence of problems and incidents that are produced by faults inside the information technology base and to keep away from replication of incidents identified with these faults. Issues ought to be tended to in need request with higher need given to the determination of issues that can bring about the genuine interruption to basic IT administrations (Lucio et al. 2012). Issue administration's obligation is to guarantee that episode data is archived in a manner that it is promptly accessible to bolster all issue administration exercises. Issue administration has receptive and proactive viewpoints: Receptive At the time of occurrence of one or more episodes critical thinking. Proactive Differentiating and handling problems and recognized mistakes before incidences occur in any case (Conger 2015). 13. Asset Management in Service Desk: The organizations install Windows, mac, Linux or Unix operating systems first. Then the IP devices such as switches, access points, routers, and printers are established. Then, at last, the list of software that will be used are created and licensing is done (Garleanu and Pedersen 2015). Windows domain scan, import from csv, standalone scan, agent-based scanning, network scan are the modes of asset discovery that the organizations utilize. After carrying out the above-described process then the relationship between asset and services are recognized for finding out the aspects of the business which gets harm while the service goes down (Suhairi and Gaol 2013). 14. Change Management in Service Desk: Conventional Service desk change administration models tend to separate when tasked with the incessant changes expected by end clients of Cloud-based administrations (Blohm and Leimeister 2013). Furthermore, the potential danger for misfortune is incredible when the system depends on for some money related and different business exchanges. Any solicitation to change either benefit resources or arrangement must be arranged and organized already, tried and actualized, then recorded and assessed (Marrone et al. 2014). Every one of this needs to happen rapidly and reliably taking after an arrangement of steps set up by a Change Advisory Board. The Board's part is to minimize business hazard and the seriousness of effect from any interruption, while guaranteeing that all progressions bolster business goals including those of IT (Blohm and Leimeister 2013). Change ticketing devices like Zendesk's Cloud-based ticket administration framework compose the majority of the fundamental data ident ified with a change solicitation's creation, survey, endorsement, task, improvement, testing, usage, and preliminary. They take into consideration following guardian or tyke connections in tickets, advantageous correspondence between dependable gatherings, and straightforwardness with partners, while swiftly controlling contents and availability (Marrone et al. 2014). 15. Risk Management in Service Desk: Some of the time a solitary purpose of disappointment does not originate from office related server farm issues like power, cooling and system issues (McNeil, Frey and Embrechts 2015). In some cases, associations wind up in a circumstance in which a wrong change can present an imperfection with a database that makes an information misfortune occasion. In others, changing the equipment to bolster new applications and administrations can likewise make a disappointment occasion if similarity, information travel or joining concerns rise. Managing these design administration purposes of disappointment can be a noteworthy issue for organizations in numerous divisions (Towns et al. 2014). A CMDB consolidated with change administration arrangements can be an especially significant instrument with regards to hazard administration. 15 Marks 16. Fresh Service Desk: 16.1 Benefit of New and Fresh Service Desk Within Organization: An accepted service desk simply assumes a contact perspective Previously, it organization association, yet ventures anticipate it acquires a greater amount regard and points of interest. A decent Service Desk gives the accompanying advantages to undertakings: 1) straight profits a) condensed expense in terms of occurrence determination (Tanovic, Orucevic and Butkovic 2014) b) condensed self-exacted incidences during dependable and coordinated change c) improved productivity of IT employees d) enhanced supply usage, life cycle management. Furthermore, exact programming authorization charges e) condensed management process durations (Tanovic, Orucevic and Butkovic 2014) f) standardization 2) meandering advantages a) condensed companion support b) End-to-end management charge reformation (Tanovic and Orucevic 2013) c) consolidation d) non-IT employees more useful e) enhanced accessibility In this way, while executing ITSM in big business, the obligations what's more, objectives ought to be acclimated to understand the above advantages. 16.2 Fresh Functions: With the advancement of innovation and administration prerequisite, the circumstances of Service Desk are altered. It plays an essential part in operation s of Service Desk. Administration Desk needs not just acknowledge the administration demand responsively, additionally find the issue proactively. The proposed elements of fresh Service Desk are: Channel and sort administration demands: Because the SPOC of IT administration, Service Desk acknowledges the entire management demands from end clients, a large segment of the administration solicitations are immediate to ask for connected information or intention straightforward problems (Tanovic and Orucevic 2013). Incident Management process: Event organization camwood make described as an off the cuff interruption should a it administration alternately An decreased in the personal satisfaction about an it administration. Those objective about scene organization may be on restore commonplace operations Similarly as quick Similarly as Might be expected under those condition for the scarcest possible impact with respect to whichever those benefits of the business or the client, during a Monetarily smart expense. Learning Base Maintenance: Information Base (KB) is an uncommon sort of database for information administration. A learning base is a data storehouse that gives a way to data to be gathered, sorted out, shared, sought and used. It can be either machine-clear or proposed for human use. Activity Problem Management process: Administration Desk additionally ought to assume a critical part in Issue Management process (Tanovic, Orucevic and Butkovic 2014). The issue can be gathered from occurrences. Administration Desk ought to have the mindfulness to characterize an issue in a convenient way. Coordinator of Change Management Process: The goal of progress administration is to guarantee that institutionalized strategies and methods are utilized for proficient what's more, provoke treatment of all progressions to control IT base, keeping in mind the end goal to minimize the number and effect of any related episodes upon administration. Coordinate nearby administration and VIP support: For that part of the episodes and administration demands where the Service Desk is not ready to execute the administration remotely, on location Support Services will be utilized to execute the administration on location, for example, equipment substitution (Tanovic and Orucevic 2013). 17. Implementation: Clearly, a customary Service Desk can't meet the new prerequisites of endeavors. While actualizing ITSM, we ought to think about setup as a Service Desk with full capacities. At the point when setting up the new Service Desk, we can consider from three alternate points of view, procedure, individuals also, apparatus. 17.1 Processes of Service Desk: The procedure is the most critical part in Service Desk, this guarantee everybody work in the same rule and utilizing the same dialect. At the point when planning the procedure, we ought to concentrate on the capacity to effectively give customers and end clients with administrations that live up to their desires, additionally centers on the components to quantitatively assess, keep up, what's more, enhance these procedures to guarantee they work successfully and proficiently. There are 14 key administration work area forms including. administration work area dashboard, work administration work area process, imparting with clients, advance and market administration work area, overseeing expenses and recuperation process, get ready reports process, checking process, upgrade administration work area process, deciding outsourcing necessities, improving staff levels process, improving staff abilities process, enhancing innovation prepare and looking into and upgrading observing and repor ting (Talla and Valverde 2013). For implementing fresh services process must plan to guarantee Service Desk actualizes new administrations, projects, customers, and necessities productively meet customer and end-client prerequisites and targets. The process must guarantee Service Desk is able to do reliably accomplishing targets. The handle should be balanced on the off chance that Service Desk inability to accomplishing focuses in constant assessment periods. The process must ensure Service Desk can do dependably achieving targets. Handle ought to be adjusted in case Service Desk failure to fulfilling centers inconsistent appraisal periods (Ahmad et al. 2013). Administration Desk must have a methodology for checking exchanges that are intended to meet customer, and end-client prerequisites and targets. Administration Desk must have a procedure to gather, dissent, and utilize execution information to accomplish its consumer loyalty, administration, quality, expense, and worker execution targets, additionally the pr ocedure must guarantee that the information is gathered, usable, respectability, known by fitting faculty furthermore prompt activities if results fall underneath the objectives. The procedure must ensure end-client policy and exclusive information and data (Talla and Valverde 2013). Figure 1: Place of Service Desk in Brisbane City Council (Source: Talla and Valverde 2013) 17. 2 Stakeholders: Meeting execution targets and enhancing execution levels requires a workforce that is suitably gifted and roused. Administration Desk must have clear, composed meanings of the base abilities and learn required for Service Desk employments, work definition can allude to the Service Desk capacities, and those occupations that incorporate preparing conveyance and observing exchanges (Ahmad et al. 2013). Administration Desk must give the preparation and advancement that all staff is performing employments needs to get and keep up the aptitudes and learning required for their positions. Administration Desk must have an execution assessment framework to screen and energize staff (Talla and Valverde 2013). Administration Desk must utilize an organized methodology for proactively requesting, assessing, and making the suitable move on input acquired from people. 17.3 Utensils: The apparatuses for Service Desk ought to be intended for gathering reliable, time touchy, and recorded administration demand report information. Presently, a large number of Service Desk items incorporate elements to robotize the endorsement procedure of an occurrence report or case examination. These items ought to likewise be able to gather ongoing episode data, for example, time and date information (Ahmad et al. 2013). Also, the device ought to consequently send notices, appoint undertakings and accelerations to proper people contingent upon the episode sort, need, time, status and custom criteria. 18. Enhancing Organizational Culture: The organizational culture that Brisbane City Council is utilizing is not putting serious focus on the job satisfaction. Knowledge will be used for building the relationship between job satisfaction and organizational culture (Shao, Feng and Liu 2012). Learning to share is a type of hierarchical society administration. Numerous studies have observed that learning sharing is emphatically identified with authoritative society. Work fulfillment, learning sharing mentalities, correspondence styles, and execution convictions correspond. The prior studies propose that authoritative society, learning to share, and employment fulfillment are firmly related. Information sharing is characterized as exercises required in spreading or exchanging information among people, gatherings or associations, where people trade their implied and unequivocal information and make new learning (Davison, Ou and Martinsons 2013). 18.1 Knowledge Sharing and Organizational Culture: Though Brisbane City Councils service desk will be making use of knowledge sharing but will also be used in a different way. Concentrates on information creation and authoritative learning demonstrate that information sharing exercises are firmly impacted by social estimations of individual workers, and other inquire about additionally recommended that the execution of an association relies on upon the degree to which the association's social qualities are shared and. According to Shao, Feng and Liu (2012) recognized four ways that hierarchical society impacts information related practices: society characterizes presumptions about which learning is critical; it makes the hierarchical setting for social collaborations; it intercedes the connections among individual, bunch, and authoritative learning; and it affects the appropriation and formation of new information. According to Davison, Ou and Martinsons (2013) contended that if organizations need to pick up an upper hand through lea rning sharing, a proper society and environment ought to be set up. Authoritative society has been found not just impacting the effective accomplishment of information sharing, additionally learning laborers' resolve and profitability. Different studies proposed that authoritative society is exceptionally affected by the national society of the spot in which the association is found. Taking into account an examination of 88,000 IBM workers in 66 nations, proposed a four segment model for measuring authoritative society. They are power separation, vulnerability evasion, independence, and manliness. National shared society could be dealt with as a down to business contrasting option to examination at an individual level was upheld by Shao, Feng and Liu (2012) who contended that despite the fact that authoritative society may vary as indicated by the structure, force, part and administration style of organizations, the arrangement of provincial societies measurements is by the by legit imate for general associations. Chen, Chuang and Chen (2012) confirmed that Hofstede's deal with social speculations is material to information administration. Things being what they are, four-part demonstrate for measuring hierarchical society is plainly the most pertinent methodology with the end goal of assessing social contrasts and was hence received for this exploration. 18.2 Job Satisfaction: Analysts have proposed various distinctive meanings of employment fulfillment throughout the years; characterized work fulfillment as an individual's certain or negative dispositions towards their occupation (Davison, Ou and Martinsons 2013). Occupation fulfillment is the relative quality of an individual's distinguishing proof and contribution in a specific association. Work fulfillment as the positive feeling that a representative has about his/her occupation coming about because of an assessment of its qualities. Considered work fulfillment as an individual's full of feeling, psychological, and evaluative responses toward their occupations. Notwithstanding that, it mirrors the degree to which individuals get delighted and the sense of satisfaction that is gotten from their occupation (Shao, Feng and Liu 2012). 19. Enhancing Communication: The communication in the organization is mostly concentrated in the external communication. The external communication aspects that Brisbane City Councils service desk is comprised of are very rich in features. There is no doubt that the internal communication in Brisbane City Councils service desk will need to be improved simultaneously (Beisse 2014). The processes of enhancing the internal communication are as following. 19.1 Use of Social Collaboration Platform: With a specific end goal to enhance interior interchanges, associations ought to execute a socially coordinated effort arrangement that gives workers access to a solitary stage for correspondence. This sort of stage means the work and data sharing are flawlessly coordinated into an association's current endeavor and profitability applications, permitting correspondence to happen when and where it's required, on any gadget. A vigorous social joint effort arrangement will likewise exploit an association's system by uniting the general population, information and procedures expected to enhance engagement and empower critical thinking and more educated basic leadership whether they're in the workplace or imparting from the field (Beisse 2014). 19.2 Creation of Online Forum: Through creating an online the organization will be providing a great platform for the organizations employees share innovative ideas and information. Other employees will be responding to the shared idea so that everybody can be a part of the processes. Enterprise informal organizations likewise enhance representative correspondence by taking advantage of worker learning and qualities. Representatives can show on their profiles ranges of ability their partners may not have understood by their occupation title or office, and can without much of a stretch interface with them for criticism, exhortation or backing (Beisse 2014). 19.3 Regular Feedback: Employees appreciate accepting incessant feedback. Brisbane City Council will provide a week by week status report for the needs and undertakings that they're chipping away at, trailed by short and straightforward criticism from directors and officials. This can help the most youthful individuals from the workforce feel engaged and additionally associated with whatever is left of the group (Beisse 2014). 20. Improvement of Knowledge Management: The improvement of the knowledge management is very crucial for the Brisbane City Council as all the major part of the services will need knowledge management services. Major processes of the service desk depend on the knowledge management outcomes. The knowledge management of Brisbane City Councils service desk will be improved through the following processes (Iandoli et al. 2013). 20.1 Recognizing the Position of Knowledge and Centralizing It: As innovation develops, information will exist in more dissimilar spots. Data gets stuck in an email, online networking communications, gathering exchanges, remarks, tickets, and even in the brains of individual administration work area specialists. On the off chance that you don't as of now have one, total your insight in a solitary store or framework as a simple arrangement. Unifying the greater part of that substance quickens learning and helps your group settle on better choices. On the off chance that one individual holds information around a specific framework, have them record it (Richter et al. 2013). In the event that clients are remarking around an administration, upgrade your reports with that input. On the off chance that your group gets various basic tickets, make an article about the theme. 20.2 Accessible and Actionable Knowledge: Determining occurrences speedier means having the capacity to discover the data you require. Whether your insight base is restricted to specialists or accessible to clients, ensure your framework is anything but difficult to upgrade (Iandoli et al. 2013). That way, specialists can adaptable revives content and enable the group with better arrangements. 20.3 Knowledge Management as an Aspect of the Work Flow: We as a whole realize that cutting out time for articles is difficult to do when you're battling fires. In a perfect world, making and overhauling information ought to be a piece of each specialist's occupation. This is one of the center aspects to learning focused backing. Craig Samuel, HP's Chief Knowledge Officer, says that information sharing is not an innovation issue. In his estimation, work forms and social issues represent 90% of problems*. A powerful learning administration practice is about developing a society of joint effortmoving from an emphasis on the person, to an attention on the group (Richter et al. 2013). References: Ackerman, M.S., Dachtera, J., Pipek, V. and Wulf, V., 2013. Sharing knowledge and expertise: The CSCW view of knowledge management.Computer Supported Cooperative Work (CSCW),22(4-6), pp.531-573. Acosta, A.M., Joshi, A. and Ramshaw, G., 2013. Democratic accountability and service delivery: a desk review.International Institute for Democracy and Electoral Assistance. Ahmad, N., Tarek Amer, N., Qutaifan, F. and Alhilali, A., 2013. Technology adoption model and a road map to successful implementation of ITIL.Journal of Enterprise Information Management,26(5), pp.553-576. Beisse, F., 2014.A Guide to Computer User Support for Help Desk and Support Specialists. Nelson Education. Beisse, F., 2014.A Guide to Computer User Support for Help Desk and Support Specialists. Nelson Education. Blohm, I. and Leimeister, J.M., 2013. Gamification: Design of IT-based enhancing services for motivational support and behavioral change.Business Information Systems Engineering (BISE),5(4), pp.275-278. Chen, S.S., Chuang, Y.W. and Chen, P.Y., 2012. Behavioral intention formation in knowledge sharing: Examining the roles of KMS quality, KMS self-efficacy, and organizational climate.Knowledge-Based Systems,31, pp.106-118. Chen, Y.C. and Chen, Y.T., 2012. The advantages of green management for hotel competitiveness in Taiwan: in the viewpoint of senior hotel managers.Journal of Management and Sustainability,2(2), p.211. Conger, S., 2015. Six sigma and business process management. InHandbook on Business Process Management 1(pp. 127-146). Springer Berlin Heidelberg. Czegel, B., 2015.Help desk practitioner's handbook. John Wiley Sons. Davison, R.M., Ou, C.X. and Martinsons, M.G., 2013. Information technology to support informal knowledge sharing.Information Systems Journal,23(1), pp.89-109. Fernandez, J.R.C., Gil, R.H., Amoros, D.F. and Somolinos, J.A., 2013. A domain engineering approach to increase productivity in the development of a service for changes notification of the configuration management database.Journal of Software Engineering and Applications,6(4), p.207. Garleanu, N.B. and Pedersen, L.H., 2015.Efficiently inefficient markets for assets and asset management(No. w21563). National Bureau of Economic Research. Green, E., 2016. The therapist's experience of working with the anorexic client. Iandoli, L., Quinto, I., De Liddo, A. and Shum, S.B., 2013. Improving Knowledge Management by Supporting Asynchronous Communications with a Debate Dashboard.International Journal of Information Systems and Social Change (IJISSC),4(4), pp.26-44. Jantti, M., Cater-Steel, A. and Shrestha, A., 2012. Towards an improved IT service desk system and processes: a case study.International Journal on Advances in Systems and Measurements,5(3 4), pp.203-215. Knapp, D., 2014.A guide to customer service skills for the service desk professional. Nelson Education. Knapp, D., 2014.A guide to customer service skills for the service desk professional. Nelson Education. Leung, N.K. and Lau, S.K., 2015. Relieving the overloaded help desk: a knowledge management approach.Communications of the IIMA,6(2), p.11. Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S. and Amescua-Seco, A., 2012. Implementing an IT service information management framework: The case of COTEMAR.International Journal of Information Management,32(6), pp.589-594. Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S. and Amescua-Seco, A., 2012. Implementing an IT service information management framework: The case of COTEMAR.International Journal of Information Management,32(6), pp.589-594. Marrone, M., Gacenga, F., Cater-Steel, A. and Kolbe, L., 2014. IT service management: a cross-national study of ITIL adoption.Communications of the association for information systems,34(1), pp.865-892. McNeil, A.J., Frey, R. and Embrechts, P., 2015.Quantitative risk management: Concepts, techniques and tools. Princeton university press. Rahman, M.I., 2016. New perspectives on design and delivery: The context of service desk. Regas, T., 2015.Getting an IT Help Desk Job for Dummies. John Wiley Sons. Richter, A., Stocker, A., Muller, S. and Avram, G., 2013. Knowledge management goals revisited: A cross-sectional analysis of social software adoption in corporate environments.Vine,43(2), pp.132-148. Setia, P., Venkatesh, V. and Joglekar, S., 2013. Leveraging Digital Technologies: How Information Quality Leads to Localized Capabilities and Customer Service Performance.Mis Quarterly,37(2), pp.565-590. Shao, Z., Feng, Y. and Liu, L., 2012. The mediating effect of organizational culture and knowledge sharing on transformational leadership and Enterprise Resource Planning systems success: An empirical study in China.Computers in Human Behavior,28(6), pp.2400-2413. Sharma, A. and Lambert, D.M., 2013. Segmentation of markets based on customer service.International Journal of Physical Distribution Logistics Management. Stevens, C.R., 2013. Reference reviewed and re-envisioned: Revamping librarian and desk-centric services with LibStARs and LibAnswers.The Journal of academic librarianship,39(2), pp.202-214. Su, C.J., 2015. Development of an Enterprise Service Desk System with a Perspective of Internal Customer Service. Suhairi, K. and Gaol, F.L., 2013. The Measurement of Optimization Performance of Managed Service Division with ITIL Framework using Statistical Process Control.Journal of Networks,8(3), pp.518-529. Talla, M. and Valverde, R., 2013. An implementation of ITIL guidelines for IT support process in a service organization.International Journal of Information and Electronics Engineering,3(3), p.334. Tang, X. and Todo, Y., 2013. A Study of Service Desk Setup in Implementing IT Service Management in Enterprises.Technology and Investment,4(3), p.190. Tang, X. and Todo, Y., 2013. A Study of Service Desk Setup in Implementing IT Service Management in Enterprises.Technology and Investment,4(3), p.190. Tanovic, A. and Orucevic, F., 2013. Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standardsThe implementation of IT Service Management frameworks and standards. Inpaper accepted for 13th International Conference on Applied Informatics and Communications (AIC13), Valencia. Tanovic, A., Orucevic, F. and Butkovic, A., 2014. Advantages of the implementation of Service Desk based on ITIL framework in telecommunication industry. In2nd International Conference on Wireless and Mobile Communications Systems (WMCS14), Lisbon. Teyber, E. and Teyber, F.M., 2014. Working with the process dimension in relational therapies: Guidelines for clinical training.Psychotherapy,51(3), p.334. Towns, J., Cockerill, T., Dahan, M., Foster, I., Gaither, K., Grimshaw, A., Hazlewood, V., Lathrop, S., Lifka, D., Peterson, G.D. and Roskies, R., 2014. XSEDE: accelerating scientific discovery.Computing in Science Engineering,16(5), pp.62-74. 9. IT Skills in Service Desk:

Role of Emotional Intelligence in Organizational free essay sample

To achieve it, the human capital of the organization may even go too far by challenging and demolishing the age old established premises and creating a vibrant and functional one in its place. Therefore, looking at the nature of mental exercise and psychic energy used while organizational members learn together, it is not only the cognitive brain but also the emotional brain that has role to play. Further, for organizational learning to be in full swing, there is a great deal of convergent as well as divergent thinking, which is full of agony and ecstasy for organizational members.Therefore, the key to successful management is management of destructive emotions. Hence, the author believes that organizational learning can be realized successfully when the human resources are able to develop needed emotional competencies. Once this is done then it is quite possible for them to make maximum use of their mental energy to engage into the thinking mode which is more system oriented. We will write a custom essay sample on Role of Emotional Intelligence in Organizational or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page In other words, the construct of emotional intelligence and its competencies are believed to play a relatively dominant role for learning at the individual level to reach an organizational level.This study is an attempt to understand the role of emotional intelligence of the human resources on the processes of organizational learning. Organizational Learning: A Prerogative in the Present Millennium The present millennium has rightly been perceived to be a new era in the evolution of organizational life and structure. As a result, organizations are forced to make significant transformations in order to adapt and survive in this new world.Revans (1983) says that in any epoch of rapid change, those organizations which are unable to adapt will soon find themselves in trouble, and adaptation is achieved only by learning, namely, by being able to do tomorrow that which might have been unnecessary today. Similarly, Zuboff (1988) observes that todays organizations may indeed have little choice but to become a learning institution. Further, she adds that learning is the heart of productive activity in every organization and learning is the new form of labor.Therefore, it may be said that todays solutions will be totally inadequate for tomorrows challenges when the main focus of each organization is on the customer and not on workers, in an economy which has shifted from being national to global. In this context, the only competitive weapon for organizations is learning at an organizational level. It call s for the organization to mobilize every resource to facilitate learning at an individual level to move up the ladder to the group and then to the organizational level. Therefore, for an organization to survive and grow, it has to let all its members from the lowest rung to the top-most level to learn as one entity rather than the other way round. Hence, companies that do not become learning organizations will soon go the way of the dinosaur because they are unable to adjust quickly enough to the changing environment (Schwandt and Marquardt, 2000). Owen (1991) says that it is not that profit and product are no longer important for organizations, but without continual learning, profits and products will no longer be possible.Therefore, the business of business is learning and all else will follow. According to Dilworth (1998), change now tends to outdistance our ability to learn and it is only by improving the learning capacity of organizations can we deal with change dynamics. †¢What is Organizational Learning? The concept of organizational learning has been widely espoused. The general consensus that if organizations were to change and innovat e, organizational learning has had to be addressed. Argyris and Schons (1978) conceptualisation of double-loop and deutero learning succinctly explains what organizational learning is about.

Food Inc Response Paper Essays

Food Inc Response Paper Essays Food Inc Response Paper Essay Food Inc Response Paper Essay Food IncLance Street Food Inc. Response 11/15/11 Food Inc Food Inc is a documentary about the state of the food industry within the United States. was a very in depth look at the farming industry that not a lot of people get to see. There were a few moments and certain topics that stood out to me. This paper will explain my reaction to the film and its contents. This film definitely reminded me that the â€Å"bad† food is cheaper and more abundant than it has ever been and we have  detached ourselves from how food ends up on our plates. I’ve always thought of food as it is marketed to us, coming from a little farm with a white fence and rolling hills, but this film taught me that all this is simply an illusion. The food actually comes from mega factory farms, I learned. Our society has cheaper food but there have been more E. coli  and Salmonella outbreaks in the past twenty years than ever before and obesity and the rate of diabetes are through the roof. One of the things that truly touched me was the story of the child who died from eating a burger. It was very sad to see a healthy little boy die from mistakes in the food industry. It definitely makes you wonder just how many times has this happened before without the public knowing. This was definitely the one issue that stood out for me among other obvious topics. Overall I have to say that the movie Food Inc. was a huge â€Å"eye opener† for me to pay more attention to what I am putting into my body. I need to read labels and do more research rather than buy what they tell me. This movie was a great teacher and I loved it. :

Clyde Barrows Letter to Henry Ford

Clyde Barrow's Letter to Henry Ford Clyde Barrow and Bonnie Parker are infamous for their two-year crime spree from 1932 until their deaths in a hail of bullets in 1934. More amazing than his novice murders and robberies was Clydes uncanny ability to evade the police even when he was surrounded. Part of Clydes ability to evade capture was in his skill as a driver, while the other part was most definitely in the choices of cars that he stole. Quite often, Clyde would be in a car that could out maneuver and out run any of the police cars that attempted to follow him. Additionally, living a life on the run meant that Clyde and Bonnie spent days and even weeks at a time in their car while traveling long distances and sleeping in their car at night. Clyde Barrow and the Ford V-8 The car that Clyde preferred, one that offered both speed and comfort, was the Ford V-8. Clyde was so thankful for these cars that he wrote Henry Ford a letter on April 10, 1934. The letter read: Tulsa, Okla10th AprilMr. Henry FordDetroit Mich.Dear Sir: While I still have got breath in my lungs I will tell you what a dandy car you make. I have drove Fords exclusively when I could get away with one. For sustained speed and freedom from trouble the Ford has got ever other car skinned and even if my business hasent been strickly legal it dont hurt anything to tell you what a fine car you got in the V8 Yours trulyClyde Champion Barrow Over the years, many have questioned the authenticity of Clydes letter to Henry Ford, based on a discrepancy over handwriting. The letter is currently on display at the Henry Ford Museum in Dearborn, Michigan.

Topical References Assignment Example | Topics and Well Written Essays - 1250 words

Topical References - Assignment Example The purpose of this research is to understand the various types of disorders that are covered within the context of Child and Adolescents Psychiatry while the research is based to answer this question which type of interventions may be utilized to enhance productivity of children and adolescents suffering from mental health issues and also how these disorders impact the productivity. References Angold, A. and Costello, E. J. (2000). The Child and Adolescent Psychiatric Assessment (CAPA). Journal of the American Academy of Child & Adolescent Psychiatry 39 (1): 39–48. Abstract: To describe the Child and Adolescent Psychiatric Assessment (CAPA). The base interview covers the age range from 9 to 17 years. The interview glossary that provides detailed operational definitions of symptoms and severity ratings is described, and psychometric data and further developments of the interview are presented. Across 5,962 parent-child interviews, the core sections of the CAPA (psychiatric sym ptoms, functional impairment, demographics, family structure and functioning) took on average 59 minutes for children and 66 minutes for parents. Test-retest reliability for diagnoses ranged from ? = 0.55 for conduct disorder (CD) to ? = 1.0 for substance abuse/dependence. Validity as judged by 10 different criteria was good. Developments of the CAPA include a shorter â€Å"gateway† version using core symptoms as screen items, a Spanish version, and versions for twin studies, use with young adults (YAPA), and preschool-age children (PAPA). There is a place in both research and clinical settings for a rigorously operationalized interview (such as the CAPA) that focuses on ensuring that respondents understand what is being asked and on clearly defining levels of symptom severity and functional impairment. [Abstract from author] Classi, P. M., Le, T. K., Ward, S., and Johnston, J. (2011). Patient characteristics, comorbidities, and medication use

Cloud Development Essay Example | Topics and Well Written Essays - 1500 words

Cloud Development - Essay Example As the temperature decreases the molecules lose some of their energy, and compress onto particles in the atmosphere, shaping clouds. Water molecules are stored in the atmosphere in all three states of matter. Water vapor in the atmosphere is commonly referred to as humidity. If liquid and solid forms of water can overcome atmospheric updrafts they can fall to the Earth's surface as precipitation. The formation of ice crystals and water droplets occurs when the atmosphere is cooled to a temperature that causes condensation or deposition. Four processes that can trigger such atmospheric cooling are oro-graphic uplift; convectional uplift; air mass convergence; and energy loss. [01] Precipitation can be defined as any aqueous deposit, in liquid or solid form, that develops in a saturated atmospheric environment and generally falls from clouds. A number of different precipitation types have been classified by meteorologists including rain, freezing rain, snow, ice pellets, snow pellets, and hail. Fog represents the saturation of air near the ground surface. Classification of fog types is accomplished by the identific ation of the mechanism that caused the air to become saturated. [01] The distribution of precipitation on the Earth's surface is generally controlled by the absence or presence of mechanisms that lift air masses to cause saturation. It is also controlled by the amount of water vapor held in the air, which is a function of air temperature. A figure is presented that illustrates global precipitation patterns. Clouds and Their Formation: A cloud can be defined as a visible mass of condensed droplets, frozen crystals suspended in the atmosphere above the surface of the Earth. More importantly, these clouds can also occur as masses of material in interstellar space, where they are called interstellar clouds and nebulae. [02] On Earth the condensing substance is typically water vapor, which forms small droplets or ice crystals, typically 0.01 mm in diameter. [02] When surrounded by billions of other droplets or crystals they become visible as clouds. Dense deep clouds exhibit a high reflectance (70% to 95%) throughout the visible range of wavelengths: they thus appear white, at least from the top. Cloud droplets tend to scatter light efficiently, so that the intensity of the solar radiation decreases with depth into the cloud, hence the gray or even sometimes dark appearance of the clouds at their base. [02] Thin clouds may appear to have acquired the color of their environment or background, and clouds illuminated by n on-white light, such as during sunrise or sunset, may be colored accordingly. In the near-infrared range, clouds would appear darker because the water that constitutes the cloud droplets strongly absorbs solar radiation at those wavelengths. [02] Types of Clouds: Although there are many types of clouds with respect to their different characteristics, clouds are mainly divided into three major classifications. These are as under, Cirrus Clouds: The name originates from the Latin word meaning "curl of hair". These feathery clouds form very high up in the sky (at altitudes between 5 km and 14 km) where it is very cold. [03] They are therefore made up of tiny ice crystals rather than water droplets. Cirrus clouds occur in warm air which is being slowly lifted over a large area by an approaching cold front, and they

Montessori Philisophy Essay Example for Free

Montessori Philisophy Essay Introduction The child at birth appears almost nothing. He cannot walk, cannot talk and he can’t even eat on his own. The same child within two years learns so much. He can walk, run, talk continuously. Maria Montessori calls the child during this formative period, â€Å"a Spiritual Embryo†. The human being is provided with two embryonic periods. One is pre-natal and another one post-natal. The pre-natal period is the period when the physical development takes place. All beings have only pre-natal period. But the human being has another embryonic period which is post-natal. Any animal immediately after birth starts to walk, eats on his own and it will be a complete animal whereas the man has a prolonged infancy in order to become independent. Montessori biography An Italian educator of the early 20th century Maria is remembered as the founder of the famous Montessori Method of education Maria Montessori was born in the town of Chiaravalle in the province of Ancona, Italy on 31 august; 1870She developed interest and biology became her great passion. She persisted and became the first woman in Italy to earn the degree of doctor of medicine. She was appointed at the psychiatric clinic in the University of Rome. She worked with special need children and became deeply interested in their education. In 1904 she was appointed as professor of anthropology at the university. She died in 1952. Birth of a method In 1906, she was appointed as a co-director of a new training institute for special education teacher. Her studies led her to observe the method of teaching children with intellectual and developmental disabilities. Many of the children made unexpected gains and the program was proclaimed success. In 1907, Maria accepted a new challenge to open infant school in a slum clearance rehousing program in Rome. The first school, in sanLorenzo, It was called Casa dei bambini, a quality learning environment for young children. Utilising scientific observations and experience gained from her earlier work from young children she designed learning materials and environment that foster the children natural desire to learn. In 1910, the Montessori Method became worldwide creating a new education. New Education The new education is a revolution; but a revolution without violence. It is the non-violent revolution†. (Maria Montessori, The Absorbent mind, Translated from Italian by Claude A.claremont.Newyork,1967,p.215)   Dr. Maria Montessori called for a revolution in society to human development and education. According to ‘the philosophy of new education’ character building is a question of auto construction and children must be helped in their own work of constructing their character. â€Å"There is only one problem, and it is human development in its totality; once this is achieved in any unit-child or nation everything else follows spontaneously and harmoniously† (Maria Montessori, To Educate the human potential, kalashetra publication,adyar,madras,1961,p 13.) The aim of education is the balanced development of personality-the whole personality, the integrated personality. Spiritual embryo Montessori compared the process of psychological and spiritual development to the physical unfolding of human organism. This post natal work is a constructive activity which is carried on the baby what may be called the â€Å"formative period† and it makes the baby into a kind of spiritual embryo. A new born child has no hereditary models of behaviour to follow nevertheless he has â€Å"potentialities â€Å"able to bring about his development, and these are done by making use of outer world. â€Å"The times have changed, turning its attention and energies to the discovery of the child and the development of the great potentialities of the human personality in course of construction† (Maria Montessori, Discovery of the child, ABC-clio ltd,1948) Maria Montessori called these potentialities as â€Å"nebulae† as they are the creative energy which guides the child to absorb from his environment. The growth and psychic of child’s development are driven by an will power and a vital force called â€Å"horme† that makes the child to do what he needs to develop. Only nature, which has established certain laws and determined the needs of the human being in course of development, can dictate the educational method to be followed. According to Montessori there are eight natural laws. Law of work Montessori describes through work the urge of child is met and his concentration to activity also increases and the child reaches a psychic integration state of normalisation Law of independence The child conquest of independence is the basic step in what is called his natural law of development. At birth the child leaves his mother womb and this makes him independent of his bodily process. To be independent the child must function without the help of others. Development of will Montessori believes that decision made by the child on any activity and action taken by the child is the basic for will development. There are three stages of development in will. In first stage the inner urge directs him to do the activity several times by which he gains control over himself and his environment. In second stage he gains power over himself and gets disciplined and accepts the responsibility for his action. In third stage the child gains power to obey. The child turns his power of obedience towards someone else. Power of attention When the child is placed in a environment favourable to his spiritual growth, the child fix his attention upon an object, will use it for the purpose for which it was constructed and will continue to repeat the same exercise .In fact, the attention of the little child was not artificially maintained by a teacher, it was an object which fixed that attention, corresponding to some internal pulse. Development of intelligence According to Montessori, Intellectual development is important as it helps a child to know as well as explore the environment. Through the developing senses, a child is endowed with the necessary mechanism of interacting with the environment Development of imagination and creativity Imagination helps provide understanding to knowledge; it is a fundamental facility through which child makes sense of the world, and it also plays a key role in the learning process. A basic training for imagination is the listening to storytelling. The things that we touch, see and hear coalesce into a picture via our imagination. Imagination is the power of forming a mental image of something not present to the senses or never before wholly perceived in reality. That is the spiritual embryo self-constructs him to become a unified personality. This self-construction is aided internally (mentally) and externally. Internal aid includes the absorbent mind and the sensitive periods. Absorbent mind Montessori observed that young children learn in a unique way from prenatal life to about six years old. Since the neonatal has to learn everything, (he has no tools other than reflexes to survive)he must acquire his survival skills in some other way. A child absorbs knowledge directly into his psychic life. A child learns by taking in everything around him and constructs himself. Using his senses he creates himself without thought or choice. This mentality of child is absorbent mind. Montessori saw absorbent mind in two phases. Unconscious mind (0-3 yrs) At birth, the spiritual embryo has no knowledge or impression in him, it is totally empty. It has to start from nothing. At this stage the child absorbs all impressions from his environment unconsciously. (I.e. the child does not know that he has taken all this with in him) To do this he has no other tools other than his reflexes to survey. At this point the child is like a sponge. He absorbs all information’s without any filters. This process takes place naturally without any thought or choice. This is called unconscious mind or unconscious creation mind. Once these information are incorporated in his schemas, it will be end of his third year, and he has developed his mental muscles. This preparation of the unconscious mind is used for later development and activity, after three years, a trans takes place from unconscious mind to another phase called conscious mind or conscious work mind. Conscious mind (3-6 yrs.) In this stage the child’s ability to focus, use his energy, and capacity to absorb, information in tremendous. This helps in developing emotions and intellectual aspects. From three years of age he moves to the conscious mind using the impressions developed and created during his first three years. This memory which absorbs images into individual’s life is called gifted memory or mneme. Any impedance which lessons the creativity in this age reduces the perfections. At this age they have a good creative power and imagination. He learns how to understand, ability the reasons and his mathematical mind compels him, to perfect himself. Sensitive periods Montessori observed a cognitive plan which determines the unique emotional and intellectual qualities of each child. These qualities develop through what Montessori referred to as the sensitive periods. Montessori identified six different sensitive periods from birth through age six. Sensitivity to order During this period there is a need for a precise and determined environment, which can be observed by the joy which children show at seeing things in their proper places. The presence of this period is more evident when the order is somehow interfered with. â€Å"Order is one of the needs of life which, when it is satisfied, produces a real happiness† (Montessori, The Secret of Childhood. Ballantine Books, 1973, 52). Learning through their five senses Child is sensitized to sensory order in other words, to the difference s things, that some are soft or hard, that objects have colour, different colours, and shapes of the same colour. He needs to freely explore his prepared world so he can differentiate these qualities There is nothing in the intellect which was not first in some way in the senses, and senses being explorers of the world, opens the way to knowledge.† Maria Montessori. Sensitive to movement The sensitive period for movement is most intense during the first year of life. By about twelve months many babies take their first steps. An infants need to walk is so strong that he becomes upset if he is impeded. The childs rhythm is so much slower than our own. He walks to perfect his walking; whereas we walk with purposeful intent. Sensitive to language During sensitive period for language, no one teaches the child to talk. His language develops naturally like a spontaneous creation of all auditory stimulation surrounding the baby, it is the human voice that he deeply hears and imitates. By six months, he is uttering his first syllables, and by about two years old he explodes into language. He talks and talks non-stop. Sensitive to small object A child has the urge to pay attention to small objects from two years of age. Sensitivity to small objects is an important development because it helps widen the child’s power of observation and allows the child concentrate his intellectual power on a specific problem. Principles of Prepared Environment â€Å"The first aim of the prepared environment is, as far as it is possible, to render the growing child independent of the adult†. (Maria Montessori. The Secret of Childhood: Fides Publishers, 1966.) Her life and work,cosmo publication.newdeldi,2009,p246) Montessori’s idea of the prepared environment was that everything the child came in contact with would facilitate and maximize independent learning and exploration. Children are free to choose and work on activities at their own pace. There are generally six aspects, or principles, to the Prepared Environment, Freedom, Structure and Order, Beauty, Nature and reality, Social Environment, Montessori materials. Freedom Montessori believed that a child must be free to explore and follow his own natural impulses, thus developing his potential and increasing his knowledge of the world around him. â€Å"Young people must have enough freedom to allow them to act on individual initiative. But in order that individual action should be free and useful at the same time it must be restricted with certain limits and rules that give the necessary guidance.’’ (Montessori, M. (1994). From Childhood To Adolescence, Oxford: Clio press, p73) Within the prepared environment, the child must experience freedom of movement, freedom of exploration, freedom to interact socially, and freedom from interference from others. Structure and Order Structure and Order in the Montessori classroom accurately reflect the sense of structure and order in the universe. By using the Montessori classroom environment the child begins to internalize the order surrounding him, thus making sense of the world in which he lives. If there is not order to his environment, the child’s sense of reason may be off since he will not be able to validate his findings. Atmosphere and Beauty Montessori environments should be beautiful, reflect peace and tranquillity. The environment should invite the learner to come in and work. This atmosphere is easily seen by the attitude of those working there, both child and adult. Nature and Reality Montessori believed that we should use nature to inspire children. She continually suggested that Montessori teachers take the children out into nature, rather than keeping them confined in the classroom. This is why natural materials are preferred in the prepared environment. It is here where child-size real objects come into play. Furniture should be child-size so the child is not dependent on the adult for his movement. Social Environment As children develop, they become more socially aware, preparing to work and play in groups. This social interaction is supported throughout the environment and is encouraged with the nature of multi-age classroom settings. A prepared environment only with a Montessori teacher becomes a whole. The children and the teacher unite to form education whole which is dynamic and continuous process of development for both of them. Montessori materials The materials must aid the internal formation of the child. The material must correspond to the child’s inner needs. This means that materials must be presented at the right moment of the child’s development. Periods of development The four Planes (or phases) of development is an overall vision of Montessori’s developmental psychology from infancy to adulthood. 3 9 15 21 Birth first 6 second 12 third 18fourth 24 24 First period (0-6 years) This period is marked by rapid and intense changes in the overall development physical, cognitively, socially, emotionally. Second period (6-12 years) Montessori observed changes in children focus and direction in their development. Children’s focus change from one of self-creation to the development of social being. Third period (12-18 years) Montessori regarded adolescence as a period of great vulnerability and a period of self-construction. The Role of the Teacher Dr. Montessori believed that the teacher should focus on the child as a person rather than on the daily lesson plans. Although the Montessori teacher plans daily lessons for each child, she must be alert to changes in the child’s interest, progress, mood, and behaviour. Child [observer][Provider] Teacher Environment [Preparer] Teacher and child has two folds of role to play. Teacher is an observer observing the child in the environment. Preparer-prepares the friendly environment for the child.Maria Montessori offered some general principles of behaviour for teachers in the Montessori classroom. The teacher becomes the custodian of the environment. All the apparatus is to be kept meticulously in order, perfect condition the teacher also must be tidy and clean, calm and dignified When the child begins to show interest in any activity, the teacher must not interrupt, because this interest corresponds with natural laws and opens up a whole cycle of new activities exist. The duty of the teacher is only to present new things when she knows that a child has exhausted all the possibilities of those he was using before. Montessori teachers are the dynamic link between children and the Prepared Environment. They systematically observe their students and interpret their needs. They are constantly experimenting, modifying the environment to meet their perceptions of each childs needs and interests, and objectively noting the result. They prepare an environment meant to facilitate children’s independence and ability to freely select work that they find appealing. They observe and evaluate each child’s individual progress. They respect and protect their students independence. They are diagnosticians who can interpret patterns of growth, development, and behaviour in order to better understand the children and make necessary referrals and suggestions to parents. Conclusion From birth to adulthood a child undergoes development and transformation within him. To be able to develop themselves fully, children need a special inner tutor which Montessori referred to as absorbent mind and sensitive period. The natural laws that govern the child normal psychic developmentsduring the varies period of development are revealed during his construction. With his inner potentials, and the sensitive periods with a prepared environment and a teacher, the childhood period undergoes varies transformation. By this the child gets normalised and become an unified personality in the society.

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Brian Daniels March 12, 2014 Heart of Darkness In Heart of Darkness, Conrad presents us with two classes of â€Å"darkness†. The savage nature of the natives and the brutality of European imperialism, asking which of the two is the greater evil. In the beginning of the novel, Conrad establishes his thoughts on imperialism through the main character Marlow. The idea of â€Å"darkness† is emphasized from the title of the novel, and continues to play an important role throughout the story. Darkness governs almost everything in the novel. The secluded and harsh attitudes Europeans held towards the native’s increases the darkness throughout the novel. Conrad's novel, Heart of Darkness, is based on the historical period of imperialism in order to describe Marlow’s struggle. Marlow is asked by "the company", the organization who he works for, to travel to the Congo River and report back to them about Mr. Kurtz, a top notch officer of theirs. When he first sets sail, he doesn't know what to expect. Marlow's experience in Africa stirs hate at the brutalizing effects of colonialism, a hatred tha...