Tuesday, December 31, 2019

Emotional Intelligence And Human Primates - 1709 Words

It is widely argued that there are a set of universal or basic emotions that are not common solely to humans (Ekman 1992) but whether or not secondary emotions and the extent to which non-basic emotions are found in primates is less well-known. There is a strong suggestion that non-human primates are capable of empathy and that it is a phylogenetically-continuous trait (Preston and de Waal 2002). Whether or not responses displayed in relation to death in non-human primates has been debated and will be examined here. The examples of grief and empathy will be used to highlight how complex the debate around emotional intelligence can be in primates and how important having a greater understanding this issue may be. Research is still ongoing in this area which highlights how relevant a topic it remains. Understanding if primates display grief, or what could potentially be interpreted as compassion, and how they might express it is just one of the emotional responses which can be explored. Whether or not non-human primates are capable of grief has been heavily debated, but outside of responses to infant death the response to death of primates is not highly observed. One of the most detailed descriptions of a chimpanzee (Pan troglodytes) group’s response to an unexpected death of an adult is described by Teleki (1973) and resulted in excited and aggressive behaviours by the group members. This group was wild and based in Gombe and the responses appear to differ greatly fromShow MoreRelatedAnalysis Of Macaques1748 Words   |  7 Pagesexpression to an exemplar while other examples of different expressions and neutral faces were shown. Then they were to match a video of an expression to a photograph of the exemplar while other examples were shown (Micheletta et al., 2015). These primates performed above chance, and were able to identify expressions by category regardless of the different identities that displayed them (Micheletta et al., 2015). Results showed that the use of videos improved performance, maybe because they were moreRead MoreEvolution Is The Process Of Inheriting Traits Through Dna Over Successful Generations1319 Words   |  6 Pagesselection of small, inherited variations that increase the individual s ability to compete, survive, and reproduce (Darwin, 1859). Humans have evolved over a period of almost 1.5 millions of years with creation, development and destruction of many characteristics. But how did humans look thousands of years ago, how would we look thousand years from now and how did early humans eventually occupy the whole earth stabilizing themselves as the rulers of the planet? The answers to the above questions areRead More A Comparison of Primate and Dolphin Intelligence Essay2329 Words   |  10 PagesA Comparison of Primate and Dolphin Intelligence as a Metaphor for the Validity of Comparative Studies of Intelligence Primates and cetacean have been considered by some to be extremely intelligent creatures, second only to humans. Their exalted status in the animal kingdom has lead to their involvement in many experiments which hope to gain a better understanding of the basis of human intelligence. These experiments coupled with analysis of primate and cetaceans brain structure has lead toRead MorePrimates And Evolution Of Primates1325 Words   |  6 PagesName Professor Course Date Primates and Evolution Primates are animals and to be precise mammals. Primates have a very diverse group and this means that not all species share the same suit of traits. They have various characteristics such as hands that can grasp things, large brains, and a high degree of learned rather than innate behavior, and other numerous traits. Humans are also considered to be primates. The order Primate is divided into two main suborders and these are theRead MoreThe Nature Of Human Nature1389 Words   |  6 Pagesmain priority at that point was simply to survive. Humans have come a long way since the stone age, and continue their advancements and innovations in the age of technology. The dictionary definition of human is â€Å"sympathetic; humane† or â€Å"to be a human being.† (Human) However, to be human is a deeper and more elaborate definition. To be human cannot be boiled down to a straightforward elucidation; it is a complex answer to a simple question. Humans are defined by their undefinability, and by the collectiveRead MoreThe Growth And The Complexity Of Thought Within Humans1449 Words   |  6 Pagesdefine â€Å"us† as humans. We have a larger brain, the ability to have and maintain a strong, straight posture for an extended amount of time, dexterous hands, the skill to use our facial muscles to our advantage in order to express our emotio ns, the potential to solve complex problems and relate with one another. Furthermore, what it means it means to be human stems from our greater social complexity, prolonged postnatal dependence, the command of symbolic language, and the strength humans possess in comparativeRead MoreConsciousness Is The Way Beings Have Their Own Personal Experiences1311 Words   |  6 Pagesadvanced and increased in the past years. The Laboratory of Nuero Imaging states that humans have at least 70,000 thoughts racing through their heads on a normal day. These thoughts make up a part of our consciousness; our ongoing dose of qualia, or private internal experiences. It is obvious that humans have consciousness, but do other organisms share this capability? One experiment compared the cognitive ability of humans and great apes at the early stages of their development. Mammals, like apes andRead MoreWhat Defines Us as Humans?1724 Words   |  7 PagesWhat defines us as humans? Calling ourselves human is our way of categorizing ourselves as a superior species.   Although we are distinctly different, we should accept that we are in the same family as chimpanzees. Acknowledging that fact doesn t mean you are calling yourself a chimp. For example, a dog isn t a wolf even though they are from the same family. We are humans. What is it about our physical and behavioral traits that enable us to develop uniquely human capabilities? Traits like languageRead MoreThe Design : The Scars Of Human Evolution1729 Words   |  7 Pages â€Å"Unintelligent Design: The Scars of Human Evolution,† a play on words of â€Å"Intelligent Design,† the theory that some higher power or entity created the universe instead of by chance, is part of an ongoing series from Boston University s Anthropology Dialogues. In this particular podcast, topics such as wisdom tooth impaction, a comparison of Oscar Pistorius prosthetic legs and the advantages it has over human feet, and pelvis morphology and how it relates to childbirth are discussed. In particularRead MoreThe Evolution of the Human Brain: How It Differs from Our Ancestors and Why?1765 Words   |  8 Pagesthe Human Brain: How it Differs From Our Ancestors and Why? The human brain is a feat of evolution: it has allowed humans to have complex thoughts, conscience, build tools, create fires, and much more. Humans did not acquire this simply by chance. Evolution throughout our ancestral past has shaped and moulded the human mind to its state. The earliest of ancestors, including apes, had very small brains, but as evolution progressed, so too did the human brain. The rapid progression of human intelligence

Monday, December 23, 2019

Oliver Twist A Look At Social And Economic Classes. .

Oliver Twist: A Look at Social and Economic Classes Ricas Jones English IV Ms. McQuirk 22 March 2017 Oliver Twist: A Look at Social and Economic Classes Charles Dickens’ uses Oliver Twist as a means of informing the masses of his views on the differences in the treatment of social and economic classes, while focusing primarily on the unfavorable treatment of the poor. From the unfavorable orphanages to the workhouses to the elements of crime, Oliver Twist shows that the struggle of the poor starts early and is long lasting. There are few elements in place to improve their lives. From birth to death, they are forced to endure neglect, mistreatment, and a never-ending list of bad choices. The classes are not set up in†¦show more content†¦One article detailed the neglect that took place among those confined to a children’s hospital. It detailed how the children of privilege should be proud of the care that was shown to them. â€Å"Look at this picture well, you little, bright happy children who are well and strong, or even any afflicted like these, and be g rateful for the cheerful homes, the loving friends, the comforts which surround you!† (Pediatrics, 1981). This article in particular goes on to speak about the poor treatment during infancy and how it has a tendency to extend into childhood and adulthood. Another example of disregard for the poor can be found in the ritual of disguising the unfair treatment that was received. When officials were preparing to visit orphanages and check on the conditions of the children, advance notice was made. â€Å"Besides, the board made periodical pilgrimages to the farm, and always sent the beadle the day before, to say they were going† (Dickens, 2004). This allowed Mrs. Mann, and similar caretakers, to prepare the children for inspection. Daily needs that were usually overlooked, such as baths, were a luxury that the orphans could look forward to at these times. Workhouses were brought into existence to help the poor and elderly deal with the daily difficulties of life. Acco rding to London Lives, workhouses were created to empower the power the poor to join the workforce and change their current situations. They also wereShow MoreRelatedCharles Dickens Oliver Twist1150 Words   |  5 PagesOliver Twist, one of Charles Dickens greatest novel written in 1838, portrays the despotic social scenario of England at that time. The novel’s substitle is The Parish Boy’s Progress, which is a satirical depiction of an orphan boy, Oliver, who suffers from the miserable behavior of the authorities charged to care for orphan children. Oliver eventually becomes involved with a gang of criminals (Frank 19). It shows how a young mind gets manipulated by evil just because he suffers from the crueltyRead MoreThe Relationship between Oliver Twist and the Industrial Revolution1524 Words   |  7 PagesIn a decaying society, art, if it is truthful, must also reflect decay. And unless it wants to break faith with its social function, art must show the world a s changeable. And help to change it for the better. Over the many years since the publishing of Charles Dickenss Oliver Twist in 1838, many have come to know it as not only art but also as an account of the social and economic problems of the industrial revolution. Along with his other works, he would eventually inspire others to put an endRead MoreVictorian Society And Its Harsh Treatment Of The Upper Class1433 Words   |  6 PagesThrough Oliver Twist, Charles Dickens criticises Victorian society and its extremely harsh treatment of the lower class. It went out of its way to create any possible divide between the two social classes, middle and lower classes, to suppress and even eliminate the poor. It was not done in a way that would improve living conditions of the lower class but in the way that would physically and morally destroy the people that belonged to it. This mental divide created two very distinct spaces in London’sRead MoreThe Victorian Of Victorian Literature Essay1828 Words   |  8 PagesIntroduction Many Victorian writers believed that their writings should illustrate social and political problems of the country and that it should also serve as a code of conduct for readers. Therefore, writers of the Victorian period dealt with topics concerning changes in society and they put emphasis on moral propriety. Victorian literature is generally four characterized by a strong sense of morality and depiction of social oppression. Dickens was one of those who felt that the Victorian society neededRead MoreThe Reflection Of Charles Dickens Great Expectations1590 Words   |  7 Pagesan English writer and social critic. Dickens lived during the industrial revolution which was the great time of transformation in the nineteenth century in London. He supported the social ventures such as the foundling hospital for abandoned infants. Dickens was famous for his unique and realistic works; in addition most of his works are focused on the subject of orphans and the importance of education. For example, we have the Character â€Å"Oliver† from the novel Oliver Twist he was an orphan childRead More Overcrowding and Urban Planning in Victorian London Essay2512 Words   |  11 Pagessanitation. When questioned by the Royal Commission on Metropolitan Improvements, the following exchange occurred between the commission and Mr. James Pennethorne (3) regarding the line for the future Victoria Street: Commission: But did you not look to the means of local communication, or of architectural ornament or development? Response by Pennethorne: No; I regarded solely the sanatory question. My object has only been to ascertain how best to improve the condition of the inhabitantsRead MoreVictorian Novel9605 Words   |  39 PagesTHE DEVELOPMENT OF THE NOVEL 2 II KEY AUTHORS 3 III KEY TEXTS 3 IV TOPICS 3 INTRODUCTION Many associate the word â€Å"Victorian† with images of over-dressed ladies and snooty gentlemen gathered in reading rooms. The idea of â€Å"manners† does sum up the social climate of middle-class England in the nineteenth century. However, if there is one transcending aspect to Victorian England life and society, that aspect is change. Nearly every institution of society was affected by rapid and unforeseeable changesRead MoreLiterary Tendency of Victorian Literature: Special Reference to Lord Alfred Tennyson and Robert Browning3101 Words   |  13 Pages literary schools, as well as, social, political and religious movements flourished. It was a time of prosperity, broad imperial expansion, and great political reform. It was also a time, which today we associate with prudishness and repression. Without a doubt, it was an extraordinarily complex age that has sometimes been called the Second English Renaissance. It is, however, also the beginning of Modern Times. During the Victorian Age, great economic, social, and political changes occurredRead MoreAnalysis of Short Story: Armor10060 Words   |  41 Pagesand actions of the characters and it can be very crucial in the sense that it may influence the type of conflict and the complication which arise in the story. It is not merely a place but it takes into consideration the place where, the time, and social condition under which the story moves along. This can also include the atmosphere, the tone or the felling of the story. The people in the short story are the characters who create a dominant impression on readers. They are the living beings in theRead More Importance of Setting in Great Expectations Essay3386 Words   |  14 PagesImportance of Setting in Great Expectations      Ã‚   Charles Dickens viewed London as a place of economic competition and death. In Great Expectations, he used the prevalent bleakness of the places in London to illustrate the unproductiveness of the social and economic struggle which he viewed as fatal, both literally and figuratively. His depiction of this economic struggle is reflective of the nineteenth centurys preoccupation with the rise of the middle-class. Janice Carlisle says, The

Sunday, December 15, 2019

The Financial Crisis’ Lack of Impact on IB Programs Free Essays

The past year everyone in Greece is complaining about the financial crisis that hit the country during the autumn of 2009. Although in the beginning most people believed that the country would be able to go through it without major problems, they were soon proven wrong. Not only Greece wasn’t able to manage the crisis but almost faced bankruptcy and had to go under the International Monetary Fund (IMF) in order to survive. We will write a custom essay sample on The Financial Crisis’ Lack of Impact on IB Programs or any similar topic only for you Order Now The financial measures enforced by the IMF affected the financial situation of all citizens of Greece. Although the richest families even started facing financial problems, the number of students graduating from private schools not only did not have a decrease, but in contrast had a small increase. In Greece, in order to be sure one will study abroad, it would be best the student would follow the International Baccalaureate program, mostly referred to as IB. Since the first year the IB program came to Greece by Moraitis School (1984) the number of students deciding to follow it and go study abroad has been increasing steadily. But not only has the number of students graduating from private high schools increased, during a very severe financial crisis, but the percentage of students going to study abroad through the IB program has remained stable. Despite the fact that the tuition fees for the International Baccalaureate are more than those for the regular Greek high school program offered by private schools. During the academic years prior to the economic crisis, the IB program had a steady increase of 10% when it came to its students. More specifically the academic year 2006/07 the percentage of students attending the program was 50 % and a year later it had come to a total of 60%. A year later, the academic year 2008/09, the percentage of students rose to a 70% and as it was the year before the financial crisis hit the country, it was the last year there was an increase in the number of students applying for the IB program. Since last year, the academic year 2009/10, the percentage of IB students has remained stable at a 60% despite the fact that the economy of the country is in a worse state during the past 6 months. Moraitis School statistics). Mrs. Zalma, a mother of three, out of which the two are graduates and the youngest one will go to university next fall said â€Å"Despite the economic crisis, I agreed with my son to follow the IB program, as I saw that my daughter who graduated from a foreign university has more work opportunities than my older son who finished a Greek university. † The fact that there are more opportunities for a career in foreign countries due to the economic crisis is a major reason why many students decide to go study abroad. Not only because certain specialities are different from country to country (such as law), but also because parents and students do not trust the Greek universities to provide them a high standard certificate, when it comes to universities other from architecture, medicine law and economics. As Mrs. Papadopoulou said, â€Å"I don’t mind paying higher tuition fees for our son’s education in the middle of an economic crisis, as I know he will have a better future than staying to study in Greece, due to the higher standards of the certificates of foreign universities. This is the way most parents sending their children study abroad think, having in mind not what speciality their children are going to choose but if the university they decide to attend to has a good reputation and therefore credibility or not. But this is not only the way of thought of parents that are worried about the future of their children. As mentioned above, it is also the students that nowadays do not trust the power of a certificate from a Greek institution. During the past decade that I have been working for Moraitis School, I have seen more and more students wanting to study abroad, as they do not trust the Greek educational system. They feel more confident having a bachelor degree from foreign universities, especially from the States, United Kingdom and France. † said Mr. Edippidis, maths teacher in Moraitis School. This shows that even students have the same angst as their parents concerning their future and want to go out to the workplace equipped with a strong degree, especially now in the midst of this financial crisis. In order to achieve this and feel confident they choose a more expensive but more promising program to make sure they will have a place in the universities of their choice. This way, as the trust of students towards the Greek universities is fading and the workplace in Greece does not offer the same opportunities as other countries, students and parents turn towards the educational institutes of those countries. And as they feel they will a have a better chance of entering those universities through the IB program, families do not care giving a little more to education, despite the difficult financial situation in Greece. How to cite The Financial Crisis’ Lack of Impact on IB Programs, Papers

Saturday, December 7, 2019

Appropriate Tax Treatement Federal Taxation

Question: Describe about the Appropriate Tax Treatement for Federal Taxation. Answer: 1. The case aims to discuss the appropriate tax treatment that needs to be extended to the payments received by Hilary who is a professional mountain climber. The payments to the tune of $ 10,000, $ 5000 and $ 2,000 have been paid to Hilary on account of story, manuscript and expedition related photos respectively. The relevant case for the analysis of the above payments is Brent vs Federal Commissioner of Taxation(1971) 125 CLR case. A contract was enacted whereby the newspaper was willing to make hefty payments to the appellant for revealing undisclosed information about her husbands personal life. The newspaper was interested in obtaining this information as her husband had committed a robbery which went on to become very famous and hence readers were inquisitive to know more about the robber (Coleman, 2011). There was concern with regards to the nature of payment derived by the appellant. The court taking cognisance of relevant situation factors concluded that capital receipts have been derived as the contract was regarding transfer of information from appellant from the newspaper. Due to the sale of information asset, no assessable income had been derived by appellant (Barkoczy, 2015). In case of Hilary also, her skills lie in mountain climbing. Also, she has never written any story before but still she obtains a lucrative offer from the newspaper as the real asset that the newspaper is aiming for is copyrighted information about Hilarys personal life which had commercial value as Hilary was famous. The act of story writing is just a way to ensure transfer of information and does not have any intrinsic worth. Similarly, in case of other items such as manuscript and photographs, the commercial worth is extracted not from their intrinsic qualities but rather from the association with Hilary and this makes them akin to collectibles. If Hilary is not driven by profit motive while writing the story but only her own satisfaction, then it would be a hobby of writing in which Hilary would be engaging in. Hence, on the sale of the story, the proceeds would not be taxable as ordinary income since neither in Hilary a professional writer nor she had engaged in an isolated writing venture with the intention of making money. Thus, the proceeds derived from sale of such a story would also be treated as capital receipts (CCH, 2015). 2. The situation given summarises a lending transaction whereby mother in the capacity of a lender lends $ 40,000 to her son in the capacity of the borrower. The son makes a promise to return this amount along with 5% interest after the elapsing of five years. However, the mother denies any desire for earning interest income and therefore asks the son only to return the principal in a timely manner. The son is able to discharge the liabilities only after two years and a cheque of $ 44,000 is handed to the mother. With regards to discussion of the appropriate tax implications, $ 40,000 is not a matter of concern as it would be regarded as capital receipts received on account of the capital lent to the son. The incremental $ 4,000 that the son has given to the mother could potentially have three viable means to be accounted for (Woellner, 2015). Section 6(5) Assessable It is essential for classification under this section that the interest income should arise from the routine money lending business which does not seem to be correct for the given situation as no information hints towards the possibility of mother engaged in such a business (Deutsch et. al., 2015). Section 15(15) Assessable It is essential for classification under this section that the interest income should be derived from an isolated transaction which the taxpayer has enacted with the prime motive of earning income in the form of interest payment. In order to ensure the same, the isolated transaction is enacted in a professional manner. However, this is not true as mother did not want interest income and also the transaction was casual since it lacked basic documentation and legal formalities (Sadiq et. al., 2015). Gift Non-Assessable The TR 2005/13 lists down some conditions that the underlying payment needs to satisfy for classification as gift (ATO, 2005). Change in ownership is mandatory In this case, the money has been transferred from the son to the mother. Transfer has to be voluntarily done In this case, son gave the interest amount despite mothers lack of drive to take any interest as stated at the time of agreement only. No expectation of favour in return In this case, son in return of $ 4,000 payment does not expect any favours from her mother. Driven by benefaction and personal relationship In this case, son would not have made the extra payment had it not been her mother but an outsider, hence personal affection is driving the transfer. On the basis of the arguments above, it is fair to conclude that the mothers assessable income is indifferent to the receipt of the $ 44,000 cheque by the son as explained above. 3. Part a) With regards to assets, capital gains are applicable if the asset has been bought on or after the cut-off date i.e. September 20, 1985. In case of Scotts property, land was purchased before this while house was constructed after this. Thus, it is required that the individual prices of each of these assets be determined so that the respective capital gains be computed (Barkoczy, 2015). Based on the case facts, value of property due to house at the time of construction = (60000/(60000 + 90000))*100 = 40% This percentage would be assumed to be constant event today and hence it is fair to assume that 40% of the proceeds from the property can be attributed to the house. Current valuation of house = (40/100)* 800000 = $ 320,000 Following methods may be used to calculate the taxable gains from property sale (CCH, 2015). Indexation Method Construction cost value after inflation adjustment which also forms the cost asset = 60000*(68.72/43.2) = $ 95,400 Where 68.72 is the inflation value (CPI) in 1999 And 43.2 is the inflation value (CPI) in 1986 CGT applicable capital gains = 360000 95400 = $224,600 Discount method Capital gains derived from property sale = Proceeds from house Cost base of house = 320000 60000 = $ 260,000 CGT applicable capital gains after availing 50% rebate in long term capital gains = 0.5*260,000 = $ 130,000 Apparently, Scott would choose the latter method or discount method to minimise CGT related liability arising from property sale. Part b) As per the case facts, Scott liquidates the property in favour of his daughter that too at a minimal price of $ 200,000 probably with the intention to save on CGT liability. However, Scott would not be successful in this endeavour as the CGT liability would still be equal to $ 130,000 as computed above. This is because of Section 116-30 which directs the taxpayer to take the maximum value from the actual selling price and the current market price of the asset. Further, capital gains are computed using the higher value which in the given situation would be $ 800,000 (Woellner, 2015). Part c) The ownership of property has changed and hence the method of computation of CGT would change from discount to indexation as companies cannot avail the former method (Deutsch et, al., 2015). Thus, in line with indexation method, the revised CGT applicable capital gains would be $224,600. References ATO 2005, TR 2005/13 Australian Taxation Office, Available online from https://law.ato.gov.au/atolaw/view.htm?Docid=TXR/TR200513/NAT/ATO/00001 (Accessed on September 5, 2016) Barkoczy,S 2015, Foundation of Taxation Law 2015,7th eds., CCH Publications, North Ryde CCH 2015, Australian Master Tax Guide 2015, 53rd eds., Wolters Kluwer, Sydney Coleman, C 2011, Australian Tax Analysis, 4th eds., Thomson Reuters, Sydney Deutsch, R, Freizer, M, Fullerton, I, Hanley, P, Snape, T 2015, Australian tax handbook 8th eds., Thomson Reuters, Pymont Sadiq, K, Coleman, C, Hanegbi, R, Jogarajan, S, Krever, R, Obst, W, and Ting, A 2015 ,Principles of Taxation Law 2015, 8th eds., Thomson Reuters, Pymont Woellner, R 2015, Australian taxation law 2015, 7th eds., CCH Australia, North Ryde

Friday, November 29, 2019

Strategic Management in Bally Total Fitness

Table of Contents Summary of the Facts The Problem the Case Presents Causes of the Problems Alternative Solutions Recommendation Justification Reference List Summary of the Facts Bally Total Fitness had emerged as the leading operator of fitness centers. By 2004, the company was the largest, most efficient and the highest grossing fitness operator and more to that its operations had changed from fixed single location based, to becoming a nationwide operator.Advertising We will write a custom report sample on Strategic Management in Bally Total Fitness specifically for you for only $16.05 $11/page Learn More Bally had been established in 1962, and although throughout the years it had had challenges like any other business venture, 2004 was probably the most difficult time since its establishment. Fierce competition had emerged, legal cases had been filed against the company as it was under investigation for its accounting management and procedures and worse still its stock price had drastically fallen to a level of being termed as collapsed. The top-level management at Bally Total Fitness had not overseen these hard times. This is so as experts had the presumption that the fitness industry was headed for a boom, as most Americans became more sensitized and concerned about their health status and well-being. The survey research had already released a report which showed that about two thirds of the American population was either obese or overweight. The research further stated that a third was actually obese. Since medical practitioners were emphasizing the need for people to engage in fitness practices, it was assumed the fitness industry would record major enrollment. However, although diseases caused by weight, problems were on the increase and people were concerned about their weight; many did not take the initiative of visiting the fitness centers. Bally which had emphasized and undertaken the initiative of expansion in read iness to tapping the projected new enrollments found itself in huge deficits and debts as the presumption never materialized and thus the strategic management had failed. The core reasons for enrollment into health clubs had significantly changed in 2004. In the past, enrollment was purely driven by the desire to attaining fitness, and thus people were not very sensitive to other externally induced factors. In 2004 contrary to the past practices, people had come to value other external factors immensely.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More These were like friends’ opinions and recommendation, the nature of the place regarding the cleanliness standards, nature and friendliness of the staff, the consistent persuasiveness of marketers and sales pitches, and the convenience and location of the fitness center as well as the brand name. The rapid and drastic diversification pr oved to pose management challenges to Bally. Health clubs had also rapidly changed to incorporate many activities. Equipment purchase was also done from established household names like Nautilus. However even Nautilus was hit by market competition and in 2003 it registered its first loss in the history of the company. By 2004, thousand of companies had emerged and competed against each other in the health club industry. In the past, the health club industry was not competitive and the majority of the clubs that existed then were mainly established by non-profit organizations. Young Men’s Christian Association (YMCA) being a non-profit organization had one of the most solid histories of fitness activities. YMCA had offered fitness activities in the US for over fifteen decades. In the health club business, there emerged different type of ownerships further diversifying the industry. These are owner-operated clubs: these are run and supervised by the owners; they are the majorit y and mainly operate from one location. Bally Total Fitness fell under this category of owner operated fitness clubs. Franchised clubs: under this, multiple investors joined efforts and a club franchised under them. This avails a club professional personnel and more purchasing power. The largest franchised club being Curves for women. Managerial and design companies: these are kind of a caretaker run clubs. Experts on behalf of the owners, of which most fall under corporate ownership like universities, hotel chains; hospitals and so on, run them. The last type ownership club is the Health spas. Health spas are relatively small and in most cases, they are in residential hotels and are in form of an extension. The emergence of various ownership-based clubs has further diluted the health club industry, rendering Bally’s management to undertake overambitious investment projects in an effort to outmaneuver competitors. Pricing and sales in a health almost follows the same procedur e (Wells Raabe, 2008). In a typical version, customers are charged once for enrollment and then each month there is charges as the subscription fees. Operation of a health is not a simple and enjoyable task as generally thought.Advertising We will write a custom report sample on Strategic Management in Bally Total Fitness specifically for you for only $16.05 $11/page Learn More One is forced to work for long hours, always be precise and alert, picking the various items dropped by customers, returning the weights to their respective positions as some customers neglect to do so. The working out is a tedious venture and this makes people have mood swing and thus the staff have a hard time dealing with such people. It was also assumed that the fitness industry would diverse further in an effort to cater for the varied demography. Experts were also projecting that some would go public and others would consolidate. It had also emerged that older people were embracing the health clubs contrary to the former years. Children were also seen to enroll in large numbers. Given the dissatisfaction of people with their diets, Bally had started manufacturing food supplements, which instantly became popular. In 2004 Bally had a mixed situation. There was improved enrollment of members as Bally’s membership drafted significantly surged. The pricing was also increased which meant more revenues to the company. However, poor management strategies and external pressure on the company were immense and hard to cope with. Capital market pressures were overwhelming the company. Competition from rival groups was also very high. Although Toback the CEO and his team were trying their best to remain competitive, internal wrangles were tearing Bally apart. It was reported that a major shareholder was advocating for the sale of the company. Rival groups were said to be interested in buying the firm. The Problem the Case Presents The major problem encount ered by Bally Total Fitness emanate from its management strategy. The company in 2004 was hit by the resignation of its auditors consequently; the company’s management changed accounting procedures. Instead of expensing the cost of enrolling new members within twenty two months, Bally turned to immediate cost expensing, consequently the company’s fiscal results in 2003 included over a half a billion dollar charge in cumulative adjustments.Advertising Looking for report on business economics? Let's see if we can help you! Get your first paper with 15% OFF Learn More This move by the management resulted to various court battles, as shareholders, who accused the company’s management of misrepresentation, unlawful and unprofessional practices of fraudulent accounting practices, filed lawsuits. The company announced that it was in the process of restating results of the past several years. This was because of a claim that the company was finding, irregularities and numerous problems in past accounting methods and practices. The current financial control system was also put under scrutiny. The company also announced it was considering filing lawsuits against past officials including the past CEO Lee Hillman. Hillman was the immediate former CEO who had resigned in a bizarre unexpected fashion as he cited concentrating on personal matters. His resignation had raised eyebrows and left many dissatisfied with his reason of resignation. Because of the scandals, huge deficits and debts incurred, Bally’s stock prices drastically fell further affecting the troubled company. Various legal investigations were started against the company. Causes of the Problems The fierce competition that emerged and the desire to make more profits made Bally’s management to look for new way or outwitting its competitors. However, these methods resulted to its downfall. The company was also riding on the assumptions that since there were spontaneous campaigns on how to combat obesity, then the company would register massive enrollment. The company embarked on widespread expansion campaign, consequently ending up incurring huge debts, yet enrollment remained constant. In an effort to make more revenues and retain more customers, the management of Bally changed the policy of committing members to few months to that of committing new members to a period of over three years. This move backfired, as customers did not want long time commitments. Long-term commitment also required more money on the side of the customer. This proved very exp ensive thus, customers backed off. In another effort to attract more customers, the management reduced the enrollment fees. This meant that revenues reduced immediately. Working in fitness clubs is taxing and tedious occupation. It is therefore hard to retain a skilled, friendly and motivated staff in the industry. Emergence of competition meant that Bally was automatically going to have a rough time containing and keeping its top cream staff. During this period of the new millennium, personal trainers became very popular and fancied. Fitness centers, including Bally, were thus faced with the expensive venture of recruiting more personnel to cater for surging popularity of personal trainers. The hiring of new personnel means drastic fall in profits. The management was also faced with the enormous task of staff motivation. Since working in fitness clubs is a demanding task as earlier noted. It is hard to find competent personnel as many opt for other careers. To motivate the few that take the path of working in fitness centers is even a greater task. Communication between the staff and management seems to be strained, as there is no clear channel of representation and communication. By 2004, Bally Total Fitness had outlets in twenty-nine states making it the broadest and widest geographic distribution in its category of owner operated fitness health chain club all over the United States. This plunged the company into debt of more than three hundred million dollars. There remained a wide gap between people’s recognition, awareness and sensitivity of the crucial and important role played by working out, and their actual willingness and participation to do it. This difference was responsible for the company not being able to register as many enrollments as it had been earlier anticipated. The resignation of Lee Hillman suddenly hurt the company’s public image. Much of Bally’s development and expansion had been during Hillman’s tenure. H e was the person behind the success of Bally. He resigned abruptly to pursue new challenges and be with his family. Any sudden change of management for any cooperation brings negative repercussions especially when the manager or the CEO was a successful one like Hillman (Hill Jones, 2010). People start to wonder what could make a manager at the peak of his career resign. This in turn is a suggestion that not all was going well. In a bid to outdo the outgoing manager as proof to be even better, the incoming manager has to take radical decisions that in turn could jeopardize the operations of the organization. As accompany Bally was hit hard by losing its main pioneer, Lee Hillman. To make the matter worse, Bally’s auditors resigned in 2004. Like Lee Hillman, they resigned suddenly without notice. This was the major reason for delay of the release of 2004 financial results. The efforts by the company to commit members for three years became a cause of disagreement. Patrons had long complained that cancellation requests were not honored. Cases of harassment and unprofessional deceptive means of collecting fees were also reported. The company was also accused of unauthorized charging of members’ credit cards or dubious acts of debiting from members’ bank accounts. In 1994, Bally Total Fitness Company had to pay over 120000 dollars in penalties and authorized to refund members membership fees. The trend of unprofessional, unethical acts continued, in 2004 the consumer Web sited highlight the rights of consumers violated by Bally. These malpractices led to the company being fined and at times refunding membership fees. This tarnished the public image of the company in a competitive field leading to loss of members to rival groups. This also shows that the company had a long history on engaging in unprofessional acts. Because of too much involvement in financial affairs and poor methods of enrolling members, the company found itself in a comprom ising situation. It had a dualism form of business, as there was a finance company and operating company further draining the resources of the company. The two operational adjustments also affected the company negatively. Club-level managers were required to act as general managers with the enormous task of club profitability falling under them. For any given company, specialization and division of labor is very important. This multitasking of managers and taking of roles that is not under their jurisdiction hampered productivity and efficiency The company encountered major accounting and control problems. The management changed the enrollment retention fees procedures. Instead of the revenues being registered for the period of the stipulated twenty-two months, they changed it to be immediately. Costs were also supposed to be expensed as soon as they were incurred. The management ended colliding with the shareholders. The management was accused and sued for fraudulent accounting pra ctices and misrepresentation. The past staff was also to be investigated. Public collision of management and shareholders is enough problems to scare away patrons. The change of established policies by management without engaging shareholders also illustrates lack of professionalism by the management. Such problems arising because of lack of a clear line of communication put the company at a compromising situation. The lack of communication was one of the major causes of the problem. Lee Hillman’s abrupt resignation and later the sudden resignation of auditors at the crucial moment of preparing the company’s returns clearly demonstrates that there was no elaborate mode of communication and there were no panels of looking into the grievances of the personnel. If top-level officials were resigning unannounced without warnings, then it shows even junior staffs were forced to take the same route. Patrons had also long complained of deduction from their bank without their a uthorization. This shows there was the problem of communication in the entire operations of the company. Paul Toback, the new CEO lacked the credentials and capacity to learn such a huge organization. He had no management formal education and his administrative experience had been gotten from a political office, which is a very different scenario when it comes to learning a fitness organization. Competitors have also created major problems for Bally; these competitors are YMCA, Gold’s Gym, 24 Hour Fitness and Curves International. YMCA has been in operational in the US since 1851. It is the largest health club operator in the US. Since it is a non-profit organization, its revenues are not taxed unlike those of Bally. YMCA’s maintenance cost is very low for the fact that it is a community owned organization. Unlike Bally that has to employ its entire staff, YMCA has a large workforce of volunteers. Yet still, its long outstanding history of tradition in sports make many opt for it. Famous games like basketball, volleyball and racquetball were invented in this organization. The young and sports loving population opt for it due to its outstanding commitment to developing sports. Gold’s Gym initially focusing on bodybuilding has solid history of effectives. The club has received much publicity unlike Bally. It received international recognition as early as 1977 when it was featured in Arnold Schwarzenegger’s movie. Relying on franchising, the company expanded tremendously. The company has grown to incorporate other activities like yoga, group exercising, cardiovascular equipments among other activities. This has made it multidimensional and very competitive allover United States. It has claimed to help shed twenty tons of body fat every day making it very popular with those aiming to shedding weight rapidly. 24 Hour Fitness has also been a force to reckon with in the fitness industry. When Bally was having trouble in 2004, 24 Hour Fitne ss recorded more revenues than any other for- profit health club. Its enrollment fees varied from place to place, and offered members the option of paying every time they visited, monthly or longer terms subscriptions, which were all prepaid, of which Bally Total Fitness had not endorsed. The health club also had a 24 hour electronically deduced subscription employing information and technology infrastructure something the Bally Company had not managed to do. The company had also taken advantage of the proprietary software to develop and commercialize individualized training routine and nutrition programs for its millions of customers. The company’s diversification, flexibility and endorsement of IT services made it to be far much ahead of its competitors. It was rumored to be interested in purchasing Bally. Curves International was also a major competitor to Bally. The company was exclusively for women. The company had expanded in many countries traversing even in Europe. Th e company catered for older women and those uncomfortable with male dominated health clubs. The company had no small outlets helping cut on maintenance costs. These competitors made the Bally Company’s management to become overambitious in a bid to remain competitive Alternative Solutions Bally’s main problems were because of poor management strategies, and the nature of the competitive markets. To save the company from collapse, communication must be improved. IT facilities and services must also be embraced. Diverse methods of membership enrollment must also be devised, before making change in any of the company’s polices, stakeholders must be consulted. Presumptions should not be used to influence the decisions in the company. Other ventures undertaken by the company like the manufacturing of supplements must be designated to different management. Workers union should be formed to air the plights of the over twenty thousand employees. The staff employment mus t be on merit. Specialization and division of labor must be observed (Jeff, 2008). The world is rapidly being interconnected by the information and technology advancement. For Bally or any other organization to achieve progressive development, adoption of IT facilities should be prioritized. IT services will enable the company to be more efficient, cost reduction will be witnessed, enrollment of members online, to clearly stipulate and state the terms of membership so as no members will claim that he/she was duped. This will drastically reduce lawsuits, as there will be elaborate information to refer. Members enrolling must be making informed consent decisions to avoid ambiguity and vagueness as they later result to disgruntled members. IT facilities will make management easier as the connectivity of the various branches will enable the CEO to have first hand information on the events taking place. The marketing and advertising of the products manufactured by the company will have b een made easier. Software programs will also attract more members. A company’s website, which is easy to access, should be availed for access by all staffs, the diverse member groups, ands non-members. However, an IT revolution would be very expensive especially at such trying times. Communication seems to be the major problem in the management strategies. Customers are not elaborately explained to, on the terms and conditions of various contracts. Top managerial officials are resigning without prior notice. The management is also making important administrative decisions without notifying the shareholders consequently emerging a rift between the shareholders and the management. To solve the problem of communication, meetings involving all stakeholders should be held regularly to solve the arising issue and familiarize with one another. Active participation in debates should also be encouraged and opinions of all stakeholders should be noted and taken into account. Journals a nd articles should be regularly published to keep all members informed on the progress of the company. Openness and transparency must be emphasized to ensure all matters and issues are clearly understood. Being too open might nevertheless bring negative effects. Rivals might use this chance to dig information on the company’s future steps hence sabotaging the activities of the company. Professionalism on the side of the staff seems to be lacking. For a long time, the company has been violating the rights of the customers. Customers are said to have complained about the harassment and deception they have received from those collecting fees. The customer is the most important asset to any company. Therefore any staffs who mistreat a customer acts unprofessionally as his/her mandate and role is to serve the customer. The company officials had been reported and accused of unauthorized charging of members’ credit cards or dubious acts of debiting from members’ bank a ccount. To solve the problem, staffs must be employed on merit and their past conducted be verified. Public opinion and suggestions must be encouraged to enhance collective participation in the running of the company. The staffs must be made to sign binding contracts that prohibit resigning without notice. However, being too strict and placing much scrutiny on the employees would hurt their production capability. This might also discourage potential workers from seeking work in the company hence creating a deficit. The company must be cautious while making any expansion initiatives or any decisions that drains the resources of the company. Competition with rival groups should focus on quality service, products and satisfaction of the existing members. Ambitions for rapid expansion must be discouraged as this makes the company to enter into debts. Most of the rivals do not have as many patrons as Ball Total Fitness does yet they are recording more revenues than Bally. Concentration a nd resources should be directed towards the satisfaction of the existing customers. Diversification of products, services and membership enrollment should be boosted to offer the varying population different choices to choose from and in the process taking care of the needs of the majority. The company’s management should not panic because of the level of competition. Panicking would result to making hasty and over ambitious decisions that might turn against the company. However, being over cautions might make the company conservative and opposed to change hence lag behind (Hussey, 1998). Recommendation The management of Bally Total fitness must undergo an immediate managerial overhaul if the company wishes to remain competitive in the market. The shareholders who literally own the company must place the company under transition leadership as the posts of new managers are advertised. The policies and rules governing the company must be reconstructed to include the shareholder s in the management endeavors. Bally Total Fitness is an owner-operated company. Although the shareholders should not get over involved in the day-to-day running of the company as this would jeopardize the smooth execution of the affairs in the health club, no major decision should be undertaken without unanimous consent of the shareholders. Justification The company is under investigation on various allegations and the consumer Website has highlighted the way the company has violated consumer rights. The company is unable to announce its annual results after the auditors had resigned ands the management is clashing with the shareholders. To restore and cultivate new public relations, the company must redeem its image in the eyes of the public and be seen to be making changes so as to rectify past malpractices. Since the management bears the greatest responsibility in the scandal, new management would show the public that their well-being is being addressed. An overhaul of the leade rship pattern would give the organization a fresh look (Sadler Craig, 2003). Since the company has one of the largest membership bases, it would not be difficult to make progress with the new management. Reference List Hill, C., and Jones, G. (2010). Cases in Strategic Management: An Integrated Approach 9th ed. New York: Cengage Learning Hussey, D. (1998). Strategic Management: From Theory to Implementation. Oxford: Butterworth Heinemann. Jeff, C. (2008). Strategic Management. Thousand Oaks: Sage Publication Inc Sadler, P., and Craig, J. (2003). Strategic management. New York: Kogan Page Limited. Wells, J., and Raabe, E. (2008). Strategic Management: an integrated approach 9th edition. Boston: Harvard Business School Publishing. This report on Strategic Management in Bally Total Fitness was written and submitted by user Marianna Cline to help you with your own studies. You are free to use it for research and reference purposes in order to write your own paper; however, you must cite it accordingly. You can donate your paper here.

Monday, November 25, 2019

Survey Essays

Survey Essays Survey Essay Survey Essay Survey Name: Course: Date: Survey Results: The study was conducted manly on the students of the institution who were classified into four groups namely freshmen, sophomore, junior and senior students. The sophomore constituted the largest numbers in the study as they made up 35% of the population, the juniors constituted 15% of the population, the freshmen 15% and the seniors constituted 25% of the population size in the study. This was paramount to obtain a clarified view in terms of preferences in shopping stores and their trends in consumption and purchases. 62% of the participants in the survey indicated that they preferred to make purchases from corporations, whereas 38% of the participants indicated that they preferred to make purchases from local stores. Key: Series 1- Large Corporations; Series 2 – Local Stores

Friday, November 22, 2019

My personal Philosophy of Education Essay Example | Topics and Well Written Essays - 2000 words

My personal Philosophy of Education - Essay Example Angels exist and thus form one of the fundamental beliefs. The angels have the mandate to worship God and God alone. The angels are also powerful but tend to obey the almighty and act only to his command. The most famous angel is angel Gabriel, who is the messenger God sent to bring the Quran to Prophet Muhammad. There are books that God gave to his messengers. The books tend to be a proof of the existence of god and the blueprint that guides the behavior of humankind. One of the books is the Quran that is the most vital book in the religion of Islam. There is a provision that God demands the Quran be kept away from destruction through corruption and distortion. Consequently, Muslims are of the perspective that all prophets were human beings with no supernatural abilities. The only difference is that they found favor in the eyes of Allah. The term refers to a divine destiny that is a belief by the Muslims. The belief in the divine destiny does not restrict human beings from exploding their freewill. Correspondingly, Muslims are of the belief that god gave human beings the freedom to freewill. Therefore, the making of choices, whether good or bad, belongs solely to human beings and God does not intervene in the process. In addition, the divine destiny has various composite beliefs (Hamid, August 2003). There is the belief in that God is omniscient. There is also the belief of keeping records of all happenings and the belief in that the will of God always takes part. Moreover, there is the belief that the Almighty is the maker of all creatures plus everything that is in the universe. Values shape up the character of an individual. The main origin of the values is as put forward by Islam. The Islam religion requires that every Muslim should worship the only true God, Allah. Every Muslim should always be kind and humble as well as be honorable to his or her parents. No one should engage in killings that have the label of mercy killings

Wednesday, November 20, 2019

Write a theme paper on roman 12 Essay Example | Topics and Well Written Essays - 750 words

Write a theme paper on roman 12 - Essay Example nce it shows that people are not supposed to accept blindly a certain set of rules, but behave in a proper way because they know that this is accordance to the will of God. The apostle also stresses the fact that people who live after the resurrection of Christ should be regarded as the inhabitants of the new world which is dramatically different from the past ages. The main difference lies in the fact that Jesus showed people the right way to save their souls. This chapter is also peculiar because it touches the issue of self-denial and self-discovery. According to the apostle, the latter can be achieved through the former. However, one should keep in mind that while discovering one’s true identity, one will discover one’s new identity that was refreshed by sacrifice of Jesus. In general, the theme of sacrifice is essential to this chapter. Thus, the apostle suggests that people who sacrifice their bodies and souls as this is a reasonable sacrifice. In other words, that is something what a creature that is able to reason would do. As a result, the way a Christian behaves on a daily basis should be regarded as a way to serve God. As it has been already stated, contemporary people live in a new world. That is why they are required to develop a new kind of thinking that would not be connected to the old ways of the humanity. That is why the genuine renewal should begin with one’s hearts. That is why the saint encourages people to practice their faith constantly so that they would become true representatives of the new world. Since now the action of sacrifice is available to everyone who is willing to develop one’s mind, the apostle points out another shift in the world. Thus, in the previous times, only the Jews were considered to be the chosen nation that was able to make sacrifice which pleases God. However, after Jesus this can be achieved by anyone. In other words, there are no more chosen nations, but the entire humanity is in direct relationship

Monday, November 18, 2019

Global Climate Change Essay Example | Topics and Well Written Essays - 1250 words

Global Climate Change - Essay Example However, we’ve only seen a glimpse of what’s to come in both the near and far future. It’s not a myth as deniers would have people believe or even a debate to be had. The earth’s climate is warming and man-made air pollutants are the main cause. Factories and automobiles are spewing hundreds of tons of carbon dioxide gas into the atmosphere faster than it can be naturally absorbed. Air pollution is not only affecting people’s lungs but every aspect of the natural world as well. This warning has been sounded by climatologists for at least 30 years; the science has in, peer-reviewed and accepted by more than 98 percent of all scientists worldwide. The only question is do we have the political will to do anything about it. Carbon dioxide is the main â€Å"greenhouse gas† affecting the earth’s temperature. The greenhouse effect is a naturally occurring event that provides a warm blanket of air for the earth. It had served the planet well f or thousands of millennia but excess gasses are causing the effect to become unbalanced. In much the same way as a man-made greenhouse are designed to grow plants operate, the earth’s greenhouse allows in sunlight but just enough to keep the temperature steady. Gases, such as naturally occurring carbon dioxide and water vapor trap some energy but the rest is bounced back into space. Excess carbon dioxide in the atmosphere absorbs additional heat allowing less back into space thus warming the earth at a faster rate than normal. Methane and nitrous oxide are two other types of gasses caused either directly or indirectly by man’s actions but carbon dioxide, the result of fossil fuel emissions are the main culprit. This pollutant accounts approximately 85 percent of the excess greenhouse gas. Oil and gasoline used by automobiles and coal burnt in electric generating power plants are by far the main source of carbon in the atmosphere. Methane results from cattle flatulence therefore the more beef people eat, the more methane is emitted into the atmosphere. In nature, animals, such as humans, breathe out carbon dioxide and growing plants â€Å"breathe† it in. This is not a contributor to climate change but coal and oil emissions are. (Walls-Thumma, 2012) Slight changes in the earth’s average temperature cause big changes in intensity and frequency of extreme weather events such as drought, rains, floods and tropical storms. With only modest temperature variations rare weather occurrences become more often and are more severe. Precipitation patterns are altered. Normally dry areas become drier and areas that usually experience moderate rains are deluged by heavy rains. Examining the way global climate change has altered the chances for a particular event occurring has been performed for extraordinary incidents such as the 2003 heat wave in Europe which left tens of thousands dead. The odds of this extreme heat wave occurring, based on reco rds dating back 150 years, are about 1 in 10 million. (Shar, et al., 2004) When factoring in just a two degree temperature rise globally, the odds closed severely, more than quadrupling the chances. The intense weather occurrences that were expected to happen with greater frequency in a warming world are increasing. For example, just six decades ago record high temperatures were occurring at the same frequency as record low temperatures. Today, approximately two record highs are documented for each record low. That is phenomenal change and a clear indicator of a warming earth and the correlation of higher temperatures with extreme weather events. This increase in record high temperatures is occurring all over the globe. A comparable two to one proportion of record highs temperatures to record lows have recently been documented in

Saturday, November 16, 2019

Counseling Couples And Families Psychology Essay

Counseling Couples And Families Psychology Essay This paper examines the approach towards the counselling of families and the technique behind cognitive behavioural therapy, within the context of psychology. The paper provides a brief introduction to family counselling methods and approaches and particular focus on cognitive behavioural therapy. The paper is structured into two main parts: Part 1 deals with the method, technique and application of cognitive behavioural therapy whereas Part 2 deals with the more holistic approach of integrating this with personal belief and family values. The conclusion provides a summary of the key points. INTRODUCTION There are varied approaches to Family Counselling and these include such items as structural, psychoanalytic, bowenian, experiential etc. This paper focuses upon the aspect of cognitive behavioural family therapy. Early in the family therapy movement, this approach was treated with a degree of scepticism by the more traditionalist family counsellors. They saw the technique as having insufficient depth to deal with the complexities and dynamics of family dysfunction. In the early days, this approach was only considered useful in the counselling of children with family disorders but it has since evolved into much wider applications. It is only in the last 10 years that Cognitive Behavioural therapy as emerged in its own right as a major approach to family counselling. (Leahy, R. 2004) The different approaches to family counselling are extensively discussed in the work of Goldenberg. (Goldenberg, H, 2008). Cognitive behavioural approaches have been particularly successful in treating adolescents and youths with behavioural problems. The theoretical approach has the capability of adapting to different behavioural circumstances and environments. It deals with both emotional and social domains and as such is extremely persuasive in its applied application. The theory deals directly with those cognitive forces that stimulate emotional reactions and behavioural responses. As such it provides a problem solving orientation in order to determine the best or most suitable forms of psychological treatment. In order to deal successfully with cognitive problems it is important to gain a precise understanding of the emotions being displayed and understand the causation factors behind these. Mental health professionals have outlined the importance of family and social relationsh ips as an important contributory part of the therapeutic process in treating problems. As such favourable outcomes in treatment are highly influenced by a positive approach and supportive stance being adopted from the parents. (Kendall, P.C. 2006) COGNITIVE BEHAVIOURAL FAMILY THERAPY In the early days, the behavioural therapist saw only those individuals who were involved in problematic marriages. The others are children within problem families. The concept of strategic behavioural therapy developed the need to build on individual cognitive frameworks. Two of the major contributors were Aaron Beck and Albert Ellis. Both of these were influenced by Freud (instinct), Jung (mysticism) and Adler (common sense). Hence, from the perspective of the behavioural counsellor thoughts resulted in feelings and these in turn led to behavioural responses. (Friedberg, R.D. 2010) The problem areas that most readily identified with cognitive behavioural approach were that of posttraumatic stress disorder (PTSD), substance abuse, Obsessive-compulsive disorder (OCD), Anxiety, mood disorder, marriage and family therapy and eating disorders. The goal of CBT is considered threefold: (i) To enable the patient to become more aware that help is available and remedial action can be applied (ii) To assist the client in greater awareness of the problem and thereby invoke both confidence and belief (iii) to inspire the counsellor towards a more positive therapeutic approach. It is important that the counsellor develops a rapport with the patient and helps in the development of new cognition. The important aspect of CBT is that it is a relative short form of treatment and only requires about 4-7 months of therapy in order to treat most form of problems. It is essentially a combination of psychotherapy and behavioural therapy and combines a joint approach between patient and counsellor in order to determine a set of principles that can be applied to their daily lives. CBT uses the assumption that it is not the events that disturb us but the interpretation and meaning we give them. Hence if we provide too much of a negative emphasis we are blocked from doing action that we do not believe in. In this concept we only hang on to old thoughts and are prevented from learning new things. (Martin, B. 2012) Dialectical Behaviour Therapy (DBT) may be described a treatment modality that combines a number of techniques i.e. relaxation and soothing skills, cognitive behavioural techniques and improvement of self-awareness skills. In this context, modality may be defined as an application approach using a therapeutic agent. The approach to treatment is by that of problem solving, cognitive modification, exposure skills and contingency management. Patients with borderline personality disorders or those showing suicidal tendencies are difficult to treat. DBT is an innovative therapeutic approach aimed at addressing these needs. (Swales, B.K. 2011) The main aspect of DBT is that of accepting the condition of the patient whilst trying to teach them to change. This is achieved by building and maintaining a positive relationship with the client. The therapy looks towards getting the client to understand the reasons for the suicidal or dysfunctional behaviour. There are essentially four modes of treatment: (i) Individual Therapy the main body of work (ii) Group Skills teaching a number of techniques that include emotion moderation skills, inter-personal effectiveness, distress, tolerance etc. (iii) Telephone contact provision of help line sessions by telephone, outside of the main therapy sessions (iv) Therapist consultation group sessions in the DBT mode; the therapists work collectively to remain dialectical in the interaction with one another. (Capuzzi, D. 2008) There is a large literature base covering this area. Much of the work on dialectical behavioural therapy comes from Marsha Lineham who is a clinical psychologist based in Seattle. (Palmer, 2002). The concept of dialectical thinking has been defined as the manner in which the broader thought concept expresses the considered limitations of linear ideas on causation. (Palmer, R.L. 2002). Counselling and Marriage Problems Modern society poses numerous challenges upon a successful marriage. One of the most demanding is that of financial hardship. That might be brought on by a job loss or physical illness, leaving ones spouse to cope with the problem. This is often the situation where marital communications breakdown, when in fact it is the most important time for working as a team and communicating with one another. Another important issue is the loss of self-image, where either weight gain or loss occurs. [The concept of obesity or anorexic] this can lead to bouts of depression and subsequent illness. Another factor is dealing with family relationships, and this is particularly trying in new marriages. The concept of dealing with intervention and demands by in-laws, and having to deal with expectations that posed a strain on the marriage. The concept of long-term illness, disability or major illness can impose a tremendous strain on the spouse who is working and equally having to look after their part ner. (Long, H. 2010) In the last 20 years we have seen a dramatic rise in divorce rates, particularly in the US and Western Europe. Studies have indicated that this decline in marriage is largely due to the general breakdown and weakening of the traditional family structure. It is the maintenance of the family structure that really necessitates the importance of marriage. The children produced from the marriage are the future in terms of perpetuating human society. Strong family values teach the children the ethics and the social responsibilities of adulthood. The love of the parents to the children translates to the personality of the adult. The displacement of this leads to a more random outcome and potentially more uncaring society. Research carried out in the UK indicated that a large majority of those surveyed feel marriage is no longer necessary today. (Papadopoulos, L. 2010) FAMILY COUNSELLING AND CHRISTIANITY Family counselling can be provided from a Christian perspective and there are many voluntary services that offer this service. I believe that you dont necessarily have to be a Christian in order to help others in distress or need but the overarching philosophy of Christianity supports this. The objective of the Christian approach is to bring the sincerity of love and care into the power of healing and a theoretical orientation into listening, understanding and relating to peoples problems. As such faith based counselling is not applied based on winning converts to Christianity but is part of an overall philosophy of the religion that is devoted to the care, well-being and help of mankind. There are for example biblical teachings that help in provision of guidance for dealing with people that have mental issues and family troubles. This is not achieved by the imposition of views on others but understanding client needs and providing a service of focused intervention in order to help t hem navigate towards a successful outcome. One of the fundamental approaches to that of Christian counselling is the provision of holistic strategies that equip the families with a basis to understand their relationships, the ability to re-connect and rediscover the love for one another and getting to grips with the root cause analysis of problems in order that they are better equipped to deal with them. Using the strengths-based approach it is helped that such counselling services helps to make a difference and by a joint participatory approach it is possible to heal people from past hurts and retributions in order to expose the family to a renewed and better relationship through the preservation of family relationships. A break down in family communications are often attributed to many of the marital problems that require intervention and counselling. There are numerous challenges in the integration of Christian principles into family therapy and counselling services. It was Berger and Luckman (1967) that managed to distinguish between two core competencies in family counselling i.e. primary socialisation where the process involves the identification as a member of a social group i.e. where a child still has abstract views of the social world and that of secondary socialisation where a child has already internalized a specific view of the world. In a marital break-down, the children are often the most vulnerable in terms of conceptualising what is taking place in terms of a communications breakdown. The more modern approach is that of permissive parenting. These types of parents often adopt an indulgent style as such they have very few demands to make of their children because they have low expectations from them in terms of discipline and maturity. The parents become more responsive than demanding. Such approaches are very lenient, flexible and do not require mature behaviour. The style is very much geared towards nurturing the children and becoming more of a trusted friend than that of a parent. In the US this has been termed the buddy approach. It is seen as being far more effective from a communications viewpoint as the child is more likely to confide in you and seek advice as a friend as opposed to a figure of authority that scares or intimidates. It provides for a healthier more deeply affectionate relationship as the parent is viewed more of a coach / mentor figure that someone who is rule bound and inflexible. This style can make for much happier parenting relationships and provides much better management of the puberty and teenage years. The downside is that you may not always be taken seriously and in the teenage years the children may become manipulative. This is the question of balance and ensuring that whilst you are a friend you are also the parent and as such have the final decision in terms of the more important decisions that need to be made. This particularly where teenage relationships and wise counselling are concerned e.g. substance abuse, external influences, behavioural considerations etc.

Thursday, November 14, 2019

Characteristics of Becker in the Film M :: Films Movies M Becker Essays

Characteristics of Becker in the Film M The character of Becker in the film "M" had many childlike qualities, which drew in his victims. These qualities that Becker possessed, he exploited to his own gain. The children immediately gave him their trust because of his ability to relate to them, and he knew that. But I really don't think this was really an alter ego, because he seemed to have these traits all the time. Inside he was really a sick man, to kill there has to be something wrong with him, epically to kill small children, and furthermore little girls. Becker knew how to dram them in. He bought them balloons, and whistled. He bought them fruit, and candy, and openly ate on the street with them. Something that was, "against the norm", for grownups to do. He chatted them up, and they even felt comfortable enough to call him uncle. Becker when confronted reverted back to childhood, acting like he didn't know right from wrong. The way he explained it he was like a kid in a candy store, the girls were tempting him, and the only thing he could do was snatch them up. They preserved his youth. This isn't an uncommon thing to do. Epically with mass murders, they have to make their victims feel comfortable enough to go with them. In the case of John Wayne Gasey, he preformed as a clown and acted like a perfectly nice gentleman when luring his victims. People trusted them, especially their victims, or they never would have been killed in the first place. The element of trust and relating with the prey is apparently crucial in gathering up victims. In the case of Hiltler, he had the whole of Germany under his spell, and that is how no one questioned his tactics. He was a very forceful speaker and people trusted him, and they believed in his ideas for a utopia. If no one trusted his, the war wouldn't have been as devastating and the jews would have left Germany far before they were ever marked as pariahs. Becker had to be trusted or his ploys would have never been carried out. He had to be crafty in his manner and nice enough to keep the children calm. So nobody would suspect what his motives were.

Monday, November 11, 2019

Effectiveness of Handling Guest Complaints

EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS A Research Presented to the Faculty of College of Hospitality and Institutional Management Our Lady of Fatima University In Partial Fulfillment of the Requirements for the Degree Bachelor of Science in Hotel and Restaurant Management ROBIN JUDE B. ELAURIA KATRINA CARLA G. GERALDINO AILEEN JOY A. QUIDULIT CHRISTOPER S. ROSALES GENESIS D. C. SUSANA October 2011 ACKNOWLEDGEMENT The researchers would like to extend their earnest gratitude for the people who made it possible for them to finish this research study. This would not be achievable without the help and supervision of the following people who are their motivation in doing this research study. To the cherished guest’s of Nice Hotel most especially to Mr. Renold Zenarosa Branch Manager of Nice Hotel Mandaluyong and Mr. Lawrence Villanueva Branch Manager of Nice Hotel Cubao Quezon City who allowed us to conduct our survey for their pilot and actual study. To Ms. Maria Paz T. Castro, our adviser, who’s not tired of answering our question and few complains, teach us on how to exert effort in every task that we should do and sharing her knowledge and expertise in doing this research guiding until the final defense. To Mr. Cledante Navalta, our statistician, for their effort and time in plateful them to accomplish the statistical analysis of the research studies. To our parents who always supported us for financial all the way through the process of our research studies. Last but not the least, the omnipresent God, for answering our prayers for giving us the strength to plod on despite our  constitution  wanting to give up and throw in the towel make us realize that there’s always a key in every lock, Thank you so much Dear Lord. ABSTRACT Title: EFFECTIVENESS OF HANDLING GUEST COMPLAINTS BY FRONT OFFICE DESK STAFF AS OBSERVED BY THE GUEST AT SELECTED HOTELS Proponents: ROBIN JUDE B. ELAURIA, KATRINA CARLA G. GERALDINO, AILEEN JOY A. QUIDULIT, CHRISTOPER S. ROSALES, GENESIS D. SUSANA Adviser: MS. MARIA PAZ CASTRO Degree: BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT Date Completed: OCTOBER 2011 The researchers conducted this study to determine the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. Specifically aims to answer the following questions about the profile of the respondents, how satisfied the respondents regarding their service satisfaction, recommendations that can provide solutions to the said problems and there is no significant relationship between the satisfaction of the respondents and their demographic profile of the respondents. A descriptive method of research was used together with the questionnaire as the main instrument in gathering the needed data and information. Fifty (50) Guest at Nice Hotel in Cubao Quezon City was considered for the study. In analyzing and interpreting the data gathered, the statistical treatments used were, the percentage which was used to compare the frequencies of responses to the total number of responses, and the weighted mean which was used in measuring the Effectiveness of Handling Guest Complaints by Front Office Desk Staff as Observed by the Guest at Selected Hotels. The chi-square test is used to determine whether there is no significant relationship between the expected frequencies and the observed frequencies in one or more categories. With all the gathered information, the researchers arrived at the following conclusion: (1) most of the guests are 30-39 years old, male, guests (2) most of them are satisfied regarding the effectiveness of handling guest complaints by front office desk staff at Nice Hotel in Cubao Quezon City. (3) It was recommended that the front office desk staff of the hotel should initiate talk with the guest to get feedback about their service to improve their service. 4) In terms of age and gender there is no significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile. In terms of educational attainment and status of employment there is a significant relationship between the effectiveness in handling guest’s complaints by the front office desk staff in selected hotels and their demographic profile TABLE OF CONTENTS Page TITLE PAGE†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. i APPROVAL SHEET†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ii ACKNOWLEDGEMENT†¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iii ABSTRACT†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦iv TABLE OF CONTENTS†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â ‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ v LIST OF TABLES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. ix LIST OF FIGURES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. x CHAPTER 1. THE PROBLEM AND ITS BACKGROUND†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 1 INTRODUCTION†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦1 Background of the Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 1 Statement of the problem†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 2 Hypothesis†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 3 Significance of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 3 Scope and Delimitation of the study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. Definition of terms†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 6 2. REVIEW OF RELATED LITERATURE AND RESEARCH STUDIES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦7 Related Foreign Literature†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 7 Related Local Literature†¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 8 Related Foreign Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 10 Related Local Studies†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 12 Conceptual Framework†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 14 Research Paradigm†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 16 3. RESEARCH METHOLOGY†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Design†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 17 Research Subject†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 18 Research Instrumentation†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 18 Validation of Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Data Gathering Procedure†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦18 Statistical Treatment†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 19 4. PRESENTATION, ANALYSIS AND INTERPRETATION OF THE DATA†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Demographic Profile of the Respondent†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦21 Common guest’s complaints handled by the front office desk staff in selected hotels in Manila†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦25 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 28 5. SUMMARY OF FINDINGS CONCLUSION, RECOMMENDATION†¦.. 31 Summary of findings†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 31 Conclusions†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 33 Recommendations†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. †¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦34 REFERENCES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦35 APPENDICES†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 36 A. Map of Research Setting†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚ ¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦37 B. Title Approval†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦38 C. Letter of Request for Conduct of a Pilot Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦ 39 D. Letter of Request for Conduct of Actual Study†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 40 E. Research Instrument†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦.. 41 F. Hypothesis Testing†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 49 G. Curriculum Vitae†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦. 50 List of Tables Table no. I Demographic Profile of the Respondents 1. 1 Distribution of Respondents in Terms of Age21 1. 2 Distribution of Respondents in Terms of Gender22 1. 3 Distribution of Respondents in Terms 23 of Educational Attainment 1. 4 Distribution of Respondents in Terms 23 of Status of Employment Table no. II Common guest’s complaints handled by the24 front office desk staff in selected hotels in Manila Table no. III Summary & Chi-square test on the significant 26 relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents List of Figures I. Conceptual Framework14 II. Figure 1 Research Paradigm16 Curriculum vitae GERALDINO, KATRINA CARLA G. Domingo de ramos street largo, Quezon city Contact no: 09461113536 Email address:[email  protected] com ————————————————- EDUCATIONAL BACKGROUND 2009-Present : Bachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2005-2008 : Secondary Roxas National High School Roxas, San Isidro, Surigao del Norte 1999-2004 : Elementary Sto Nino Elementary School Sto Nino, San Isidro, Surigao del Norte ————————————————- PERSONAL BACKGROUND Gender: Female Age : 19 years old Birth date : June 09, 1992 Height : 5’4 Civil Status : Single ___________________________________ GERALDINO, KATRINA CARLA G. ELAURIA, ROBIN JUDE B. Blk2 Lt27 Marvi Hills, Gulod Malaya San Mateo, Rizal Mobile number: 09213336967 Email address: [email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2008Secondary St. Mathhew College Miguel Cristi St. San Mateo, Rizal 1997-2003Elementary Gulod Malaya Elementary School Barangay Gulod Malaya, San Mateo Rizal PERSONAL BACKGROUND| Gender :Male Age:19 years old Birth date:November 12, 1991 Height:5’6 Civil Status:Single __________________ Robin Jude Elauria AILEEN JOY A. QUIDULIT # 6 Geronimo St. Brgy Sta Monica Novaliches Q. C Contact no: 4828615/09155459133/09239238439 E-mail add: [email  protected] com ____________________________________________________________ __________ EDUCATIONAL BACKGROUND 2007 – Present: Bachelor of Science in Hotel and Restaurant Management Our Lady of Fatima University Lagro, Novaliches Quezon City Secondary 2003 – 2007:Holy Redeemer School of Kalookan Franville V. Subd. , Caloocan City Elementary 1996 – 2003:Rosa L. Susano Elementary School Brgy. Gulod Novaliches, Quezon City PERSONAL BACKGROUND Gender :Female Age:20 yr/old Birth date:November 10, 1990 Weight:95 lbs Height:5’2’’ Civil Status:Single _______________________ AILEEN JOY A. QUIDULIT ROSALES, CHRISTOPER S. Blk 47 Lot 18 Area B lower 4 Sapang Palay City of San Jose Del Monte Bulacan Mobile number:09106184955 Email address:[email  protected] com/[email  protected] com EDUCATIONAL BACKGROUND| 2009-PresentBachelor of Science in Hotel and Restaurant Management Our lady of Fatima University Hilltop Subdivision, Lagro, Quezon City 2004-2007Associate in Hotel and Restaurant Management Academia De San Lorenzo Tialo Sto. Cristo, City of San jose Del Monte Bulacan 000-2004Secondary Sapang Palay National High School Area E Sapang Palay City of San Jose Del Monte Bulacan 1994-2000 Elementary Barangay Bagong Buhay III Elementary School Barangay Bagong Buhay III Area B SapangPalay City of SJDBMB PERSONAL BACKGROUND| Gender :Male Age:23 years old Birth date:November 05, 1987 Height:5’7 Civil Status:Single _______ _____________ Rosales, Christoper S. SUSANA GENESIS C. 83 E Maginoo St. Kalayaan Quezon,City Cell Number: 09151908382 [email  protected] com EDUCATIONAL BACKGROUND| 2009-Present Bachelor of Science in Hotel and Restaurant Mngt. Our Lady of Fatima University 1 Esperanza St. Hilltop Mansion Heigths Lagro Quezon, City 2000-2004 Amadeo National High School Amadeo, Cavite 1994-2000 Amadeo Elementary School Amadeo, Cavite PERSONAL BACKGROUND| Gender: Female Age: 23 Heigth: 5’4 Civil Status: Single _____________________ GENESIS C. SUSANA Computation Table 1 Table 1: Frequency and Percentage Distribution of Respondents in Terms of Age n=50 Age| F| P=f/n*100| %| Rank| 9 below| 3| (3/50*100)| 6| 5| 20-29| 13| (13/50*100)| 26| 2| 30-39| 17| (17/50*100)| 34| 1| 40-49| 12| (12/50*100)| 24| 3| 50 above| 5| (5/50*100)| 10| 4| Total| 50| | 100| | Computation Table 1. 1 Frequency and Percentage Distribution of Respondents in Terms of Gender n=50 Gender| F| P=f/n*100| %| Rank| Male| 27| (27/ 50*100)| 54| 1| Female| 23| (23/50*100)| 46| 2| total| 50| | 100| | Computation Table 1. 2: Frequency and Percentage Distribution of Respondents in Terms of Educational Qualification n=50 Educational Qualification| f| P=f/n*100| %| Rank| Elementary Grad. | 11| (11/50*100)| 22| 3| High School Grad. 14| (14/50*100)| 28| 2| College Grad. | 17| (17/50*100)| 34| 1| Post Grad. | 8| (8/50*100)| 16| 4| Total| 50| | 100| | Computation Table 1. 3: Frequency and Percentage Distribution of Respondents in Terms of Status of Employment n=50 Status of Employment| f| P=f/n*100| %| Rank| Worker| 19| (19/50*100)| 38| 2| Employee| 21| (21/50*100)| 42| 1| Self-employed| 10| (10/50*100)| 20| 4| Total| 50| | 100| | Table 2: Common guest’s complaints handled by the front office desk staff in selected hotels in Manila Situation| WM| Interpretation| Rank| 1. Missing of personal belonging| 3. 40| Good| 10| 2. Faulty equipments and facilities| 3. 2| Very Good| 7| 3. Lack of courtesy of the front office staff in dealing with the guest| 3. 64| Very Good| 3| 4. Slow and ineffective reservation procedures| 3. 82| Very Good| 1| 5. Neigbors intolerable noises| 3. 76| Very Good| 2| 6. Unsatisfactory of concierge| 3. 58| Very Good| 5| 7. Not well attended by front office staff| 3. 42| Good| 9| 8. Wrong room assignment or type of room given to the guest| 3. 56| Very Good| 6| 9. Poor service of the staff| 3. 48| Good| 8| 10. Delayed service of the front office desk staff| 3. 62| Very Good| 4| Grand Mean| 3. 62| Very Good| | Computation in terms of Age E=RT*CT/50Observed Age| Poor| Average| Good| Very Good| Excellent| RT| 19 below| 0| 0| 0| 3| 0| 3| 20-29| 0| 0| 5| 7| 0| 12| 30-39| 0| 0| 9| 7| 1| 17| 40-49| 0| 0| 7| 6| 0| 13| 50 above| 0| 0| 2| 3| 0| 5| CT| 0| 0| 23| 26| 1| 50| Expected Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 56| 0. 06| 20-29| 0| 0| 5. 52| 6. 24| 0. 24| 30-39| 0| 0| 7. 82| 8. 84| 0. 34| 40-49| 0| 0| 5. 98| 6. 76| 0. 26| 50 above| 0| 0| 2. 30| 2. 60| 0. 10| | | | | | | X? =(O-E)^2/E Age| Poor| Average| Good| Very Good| Excellent| 19 below| 0| 0| 1. 38| 1. 90| 0. 06| 20-29| 0| 0| 0. 05| 0. 09| 0. 24| 30-39| 0| 0| 0. 18| 0. 38| 0. 6| 40-49| 0| 0| 0. 17| 0. 09| 0. 26| 50 above| 0| 0| 0. 04| 0. 06| 0. 10| ?X? = 5. 56 Computation in terms of Gender E=RT*CT/50Observed Gender| Poor| Average| Good| Very Good| Excellent| RT| Male| 0| 0| 13| 14| 0| 27| Female| 0| 0| 22| 27| 1| 23| CT| 0| 0| 35| 41| 1| 50| Expected Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 11. 88| 14. 58| 0. 54| Female| 0| 0 | 10. 12| 12. 42| 0. 46| X? =(O-E)^2/E Gender| Poor| Average| Good| Very Good| Excellent| Male| 0| 0| 0. 11| 0. 02| 0. 54| Female| 0| 0| 0. 12| 0. 03| 0. 63| ?X? = 1. 45 Computation in terms of Educational Qualification E=RT*CT/50Observed Educational Qualification| Poor| Average| Good| Very Good| Excellent| RT| Elementary Grad. | 0| 0| 4| 7| 0| 11| High School Grad. | 0| 6| 11| 1| 0| 14| College Grad. | 0| 0| 7| 9| 1| 17| Post Grad. | 0| 0| 4| 4| 0| 8| CT| | 6| 22| 21| 1| 50| Expected Educational Attainment| Poor| Average| Good| Very Good| excellent| Elementary Graduate| 0| 1. 32| 4. 84| 4. 62| 0. 22| High School graduate| 0| 1. 68| 6. 16| 5. 88| 0. 28| College Graduate| 0| 2. 04| 7. 48| 7. 14| 0. 34| Post Graduate| 0| 0. 96| 3. 52| 3. 36| 0. 16| X? =(O-E)^2/E Educational Qualification| Poor| Average| Good| Very Good| Excellent| Elementary Grad. | 0| 1. 2| 0. 15| 1. 23| 0. 22| High School Grad. | 0| 11. 11| 0. 11| 4. 05| 0. 28| College Grad. | 0| 2. 04| 0. 03| 0. 48| 1. 28| Post Grad. | 0| 0. 96| 0. 07| 0. 12| 0. 16| ?X? = 23. 61 Computation in terms of Status of Employment E=RT*CT/50 Observed Status of Employment| Poor| Average| Good| Very Good| Excellent| RT| Worker| 0| 0| 7| 12| 0| 19| Employee| 0| 0| 6| 4| 0| 10| Self-employed| 0| 0| 9| 11| 1| 21| CT| 0| 0| 22| 27| 1| 50| Expected Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 8. 36| 10. 26| 0. 38| Employee| 0| 0| 4. 40| 5. 40| 0. 20| Self-employed| 0| 0| 9. 24| 11. 34| 0. 42| X? (O-E)^2/E Status of Employment| Poor| Average| Good| Very Good| Excellent| Worker| 0| 0| 0. 22| 0. 30| 0. 38| Employee| 0| 0| 0. 58| 0. 36| 0. 20| Self-employed| 0| 0| 9. 24| 0. 01| 0. 80| ?X? = 12. 09 Table 3 Summary & Chi-square test on the significant relationship between effectiveness in handling guest’s complaints by the front office desk staff in selected hotels in Manila and the demographic profile of the respondents Demographic Profile| ComputedX? | TabulatedX? | df| ? | Comparison| Decision| Conclusion| Age| 5. 56| 15. 51| 8| 0. 05| Less than| Accept Ho| There is no significant relationship| Gender| 1. 45| 5. 9| 2| 0. 05| Less than| Accept Ho| There is no significant relationship| Educational attainment| 23. 61| 16. 92 | 9| 0. 05| Greater than| Reject Ho| There is a significant relationship| Status of Employment| 12. 09| 9. 49| 4| 0. 05| Greater than| Reject Ho| There is a significant relationship| Hypothesis Testing: Ho: There is no significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila. Ha: There is a significant relationship between the effectiveness of handling guest complaints by the front office desk staff at selected hotels in Manila.