A Comparison Between The Works Of Amedeo Modigliani And Jacques Villon

A Comparison between the Works of Amedeo Modigliani and Jacques Villon A Comparison between the Works of Amedeo Modigliani and Jacques Villon Italian-born Cubist painter, Amedeo Modigliani (1884-1920) and the French, Jacques Villon (1875-1963), both painted vibrant and expressive portraits during the early twentieth-century. In this case, the chosen portraits are Modigliani's "Portrait of Mrs. Hastings", 1915 and Villon's "Mme. Fulgence", 1936. Both of these compositions are portraits. Nothing is of more importance than the sitter herself. The female sitter in Modigliani's piece, sits in an almost dizzying pose with a twist in her elongated neck (a Modigliani trademark), a stylized and mask-like head and a columnar neck. All of which give the sitter a blank and ashen expression. She looks at the viewer, head-on with a most piercing air in her eyes. In Villon's case, his female sitter has been created solely with the use of layered colours and a very random synthetist outline technique (a similar technique the post-impressionist painter Gaugin used). Modigliani outlines his figure moreso in black than Villon. Mme. Fulgence's age is understood by the strong dynamic colour quality that has been used to break her face apart. In a way, these colourful divisions act as wrinkles. For instance, the chunk of layered pink on her lip creates a scowl and the heavily applied white on her nose helps it to seem upright; a 'snobbish' upturn. Colours such as the orange, have been used to highlight her left cheek and only visible ear. With these effects, the viewer sees Mme. Fulgence as a very proper and'posh' (if you will) woman. Bitterness is only a common linkage with the other attributes. Modigliani's Hastings on the other hand seems to be an intense woman of a compassionate nature. Both of these pieces have relied heavily on the expressive and wild use of colour to create emotional expressions and unerring form. Both of these portraits are created using oil paints--Modigliani's on cardboard and Villon's on canvas. The most important element that draws their work away from the mainstream is their heavy application of paint. Although they both apply their colour liberally, Modigliani's strokes are thick, jagged, and for the most part random. His brushstrokes are also particularly long, whereas Villon's are short and brief. Modigliani uses monochromatic hues of red to create the prominent colour of the piece and like Villon, he has used a very vague background to express the importance of his sitter. Colour is of equal importance in both pieces as it draws the viewer in and allows the viewer's eyes to be brought around the piece. Modigliani has split his background from top to bottom, using red and strokes of burnt sienna at first, then an auburn and deeper red for the bottom. This definite split in the background creates a base so that the chair on which the sitter is seated does not get lost and mistaken for part of the background. The weighty application in both portraits creates a brilliant textural finish. The expressive nature that is brought out in the quick brushstrokes is equally defined in the actual texture of the painting plain. In Modigliani's background, the strokes are long and applied at a rapid pace. Whereas in Villon's background, his strokes are shorter and seem to have more of a planned location (just as Seurat applies his paint). Villon has placed his subject in front of the background in an almost symmetrical manner. This poses the idea that the two really do not have an intense relationship whatsoever. The 'Madame' is not quite centred to look at the viewer dead-on as Modigliani's is, her body is shifted slightly to the left. Modigliani's sitter, on the other hand has been placed carefully on her foreground, off to the left. This brings in ample space for the chair. Having his subject seated, Modigliani says more about the subject's surroundings. Villon has merely placed Mme. Fulgence in front of a green background, with only the highlights of her age to carry one through the piece. As stated before, the negative space that is prevalent in both pieces is highly effective as it does not take away from the issue at hand: the seated. Both artists have used the application of their colours to their advantage in creating emotion merely through its use. Whether the colours are blended like Modigliani or choppy and difficult to ingest (for the colours are used at their most vibrant tone) as Villon's are, both artist's used an extreme colour palette to bring forth the ideal emotions and/or physical standing of their models.

deserts essays

deserts essays To look at the novel as a whole, it is a very well-written piece, which draws out the theme quite simply to the reader. The theme being the shift from individual thinking to wide-spread thinking. This shift is most directly seen in the actions of Tom Joad. In the opening of the novel, he is mainly concerned for his own welfare. He wants to make up for all the things he missed when in prison. Later on in the novel, he is more concerned with the welfare of the family. At the end of the novel, he has shifted to trying to do what is best for all the migrant people by trying to organize them even though he knows this involves him in great personal danger. That shift in thinking is also accompanied with the replacement of the individual family by the world family. The thing that started the breakup of the individual family was the loss of their land. The family had lived there for many generations and had strong ties to the land. Getting thrown off the land was like losing their family history. The same concern for humanity at large is seen in Ma Joad. At first, she is concerned with keeping the family together. But, as the novel progresses, she begins to become a part of a larger human family. As she says at the end of the novel, at first, it was the family and now it is just anyone who needs help. Next, Grampa Joad died because he could not take leaving his home. He is the first family member to leave. However, it would seem that, as Peter Lisca points out, Grampa is "symbolically present through the anonymous old man in the barn (stable), who is saved from starvation by Rose of Sharon's breasts..." At the same time th ough, the family's joining with the Wilsons shows that the larger world family of the migrant society is replacing the individual family. Chapter Seventeen is one of the general chapters that shows the growth of the new migrant society that has its own laws and leaders. At the border of California, ...

Changes in English Overseas Trade Essay Example | Topics and Well Written Essays - 2750 words

Changes in English Overseas Trade - Essay Example For example, this group maintains the English tradesmen manipulated the Civil War that affected the Dutch in taking over the textile industry and the woolen sector of Italy. In addition, the paper looks at their other claim that the economic dominance of the English was because of political power and favoritism (Luu 2005, p.47). On that aspect, this paper provides evidence proving that the market expansion and increase of commodities came because of business strategies that other nations could foresee. Furthermore, the argumentative paper gives the economic benefits that England enjoyed because of being an economic powerhouse and implications of powers to its citizens. There have been several debates whether there have any changes or not in the English overseas trade. This concerns changes in the markets, commodities and commercial coordination among the traders who conducted business between 1500-1700. Those who are against the changes state that there were no increase in imports an d exports in during the English trade. Alternatively, those in support point that there were significant alterations in trade of the English tradesmen during the sale of their commodities and other businesses such as merchanting, warehousing, banking and insurance among others. On that account, there were many changes in English overseas trade during the period of 1500-1700 (Coclanis 2005, p.134). These changes pertain to markets, commodities and influences in commercial organization. For example the joint annual value called free on board consisting of exports, imports and re-exports inclined in the years of 1663-69 to 1699-1701 from ?8.5 million to ?12.3 million. Around this period, there were alterations in the geographical directions and the composition of commodities concerning English trade. Furthermore, the year of 1621 saw the northern Europe record a total of 62.4 percent of London imports while the southern Europe registered 31.2 percent. However, only 6.4 percent of impor ts came from outside Europe. These imports accumulated to 35.7 percent, 29.7 percent and 34.7 percent in all the three regions (Divitiis 2003, p.99). Additionally, there was domination of woolen textiles of varying types sold overseas by England in the beginning of 1600s. There was also the presence of re-exports entailing produce of colonial nature from the East Indian colonies and the Americas in the period of 1699-1701. These exports accrued to a total of 30.9 percent while the woolens registered 47.4 percent. However, those in opposition of the main changes in English overseas trade argue that between 1500-1700, the changes were meant to save labor and to control forces of nature and not trade. On that note, they argue that the change in the national income per person was not because of the increase in the exports and imports but due to transformations in employment (Fisher et al 2004, p.11) On that aspect, this is untrue because the saving of both human and capital labor came a s result of the accrued profits in the sale of commodities and changes in the markets. Furthermore, contrary to the assumption that the national income per head did not increase because of the rise in exports and imports during overseas trade, the truth is that alterations in the

Nursing Care Plan Assignment Example | Topics and Well Written Essays - 1500 words

Nursing Care Plan - Assignment Example The patient is left to recuperate and few visits by close relatives are allowed in the first few days. A nurse is close at hand to administer medicines and monitor BP and pulse rates, and for any other emergency needs. The condition of the patient is stable. The surgery has been successful. Muscle strength reduces considerably during the first few days post-operation. Enteral feeding was resorted to as the patient is aged and relatively weak as a result of her advanced years (Watters, J.M. et al). Self care is not possible due to the surgery. All cleaning and other hygiene based activities have to be carried out with the help of nurses. Self care deficit may also result due to inabilities related to muscular impairment, energy deficit, pain, anxiety, and decreased motivation (Nursing Diagnosis). The client is not in position to administer self-care. All post-operative care must be carried out by nurses. The patient is weak and immobile due to surgery. There is no way the patient can be expected to move or make attempts to move during the first few days post-operation. The nature of the surgery on the patient's femur which is central part of the functions of the human body makes it well nigh impossible for the patient to attempt movement during the first few days of the surgery. All activities connected to the patient's movement must... The nature of the surgery on the patient's femur which is central part of the functions of the human body makes it well nigh impossible for the patient to attempt movement during the first few days of the surgery. Interventions All activities connected to the patient's movement must be coordinated with the assistance of nurses. The patient is totally dependent on nurses to help with any movement activity because of the surgery and also because she is advanced in years. The patient may be gently coaxed to some movement involving her hands. The movement of hands and face will help provide some relief from the overall restrictions in mobility. Evaluate Constant follow up with the patient's temperature, BP, pulse rate, medication, and other organic symptoms such as functions of the heart, liver, intestines, etc. is necessary in order to ensure speedy recovery. The patient is not suffering from any disorder other than the surgery involving her femur. Her BP is, however, high and it is obvious that it was under control during surgery and is kept under control post-operation. Impaired Skin Integrity Plan Periodical cleaning of the skin with antiseptic is necessary to ensure patient is hygienically in good shape. Advanced age coupled with surgery raises the risk of skin impairment. There must be good plan in place to keep the immediate surroundings clean. The clothes and dressing of the patient must be changed are regular intervals. Client Outcome The treatment following the days after the surgery is critical to ensure fast recovery. The client is almost cent percent dependent on nurses to do all post-operative care including those required for prevention against skin breakdown. Change of bed sheet, pillow covers, etc. must be carried

Different Networking Systems Advantages and Disadvantages

Different Networking Systems Advantages and Disadvantages Local Area Network: Local Area network is isolated network. Generally, It is build in a physical location. such as office, home etc. Computers are connected to each other by a small server and also connected to the wide area network (Internet). This types of networks are very usefull for sharing data likes files, small or big document, play network games etc. Metro Politian Area Network(MAN) : Metropolitan area network is a large computer network where computers are connected with each other from different geographical location. Its structure and built process are quite similar with LAN the only difference its spans an entire city or a selected are like college or university campus or a commercial area. We can get a shared network connection form MAN. Wide Area Network (WANs): Wide area network is similar to a Local area network but here all other device connected to each other by fiber-optic cables, telephone line or a satellite links. Networking Topologies: Bus: Every node or device are individually linked up to successive other device or other node . Its a very simple network but its has sum troubleshooting network issues . such as if a node is not working then how can anyone find the error node. Other way it has data redundancy issues. Ring: It quite similar to bus network topologies. It has no termination like bus topologies. The main reason is that this topologes has no end it related to each other like a circle. this network has some fault such as difficulty of adding a new node to a token ring network. Star: In this netwrok each and every node maintains an itotally individual connection to a switch, where all other nodes are connected. It has a direct connection with swithch to node. the weakness are need more wire to setup a network. Mesh: In this topology every node conected with each other node. It generally used in warreless network. It need a large amount of overhead which very difficult to manage+ Hybrid: This is simply a topology referring to the case where more than one topology is utilized. ti is the combination of star and ring topology. 1.2 Evaluate the impact of current network technology, communication and standards. Answer: OSPF: It is a routing protocol generally used for larger network either a single network or a group network. It is designed by Internet Engineering Task Force. It can also used as a Gateway Protocol. FTP: File Transfer Protocol (FTP) is mainly a standard protocol of Network which is used to transfer data from client to host or one server to another server . If user or admin want to upload a file on a website he or she needs a username, password and host address. SMTP: Simple mail transfer protocol is like a media which transfers e-mail. SMTP always work with POP3 service. TCP/IP: Transmission Control Protocol and Internet Protocol is a set of a protocol stack. Basically it is tow different protocol. TCP/IP is closely related with FTP, SMTP, HTTP. 1.3 Discuss how protocols enable the effective utilisation of different networking systems. Network Protocols are ensure proper utilisation of different network system. OSI model Layer 2 protocol is data link protocol which handles the physical and logical connections to the packets destination using a network interface card (NIC). Layer 3 Protocol called Internetwork Protocol (IP) it is also called network layer protocol it work for routing, directing datagrams from one netwrok to another. IP protocol always analysis larger datragrams and identify each and every host with a 32-bit IP address. Layer 4 protocol are TCP, UDP. Transmission Control Prtocol (Tcp0 establishes connections between two hosts on the network through sockets which are determined by the IP address and port number. one the other side provides a low overhead transmission service, but with less error checking. 2.1 Discuss the role of software and hardware components. Answer: Software: All Network software consists of the programs and protocols which required to connect computers together. Their primary purpose are data inter connect each other, data sharing. Application sharing: For application sharing all computer use same platform to connect and manage computer. If a network share application software platform to connect then it can reduce network cost. Hardware or Peripheral sharing: Network software also share hardware such as phone, fax, printer etc. A printer connected with ser with server and all other computer can share that computer. Management and Security: Network software provide some mechanism to maintain proper security of data and its can make backup copy of valuable date. It can monitor and make a digital report on resource utiliaation and efficiency. Operating System: Windows or Linux system. Hardware: Network Interface card (NIC) Hub Switches Bridges Routers Gateway Modems 2.2 Discuss server types and selection requirement. Answer: For the given scenario I would prefer a window server and here I want to clear my intension by full filing server selection requirement. So If any admin want to select a server types then admin must follow, server, proxy servers, web server, mail server, FTP server, SMTP server. Here I try to mention server and its work Server: A Server designed to get request or to process requests from other device or node(client) and deliver or process data to other node or client over a local network, or the wide area network. Now a days we find plenty of servers around us. So, I try to figure out some common server types: Proxy Servers: A proxy server like a middle man between a client and a real server. Here client means a web browser such as Internet explorer or chrome. When a client make a inquiry then web browser its try to solve it, otherwise web browser forward the query to the real server. In this way a proxy server reduce search time. A proxy server also used to filter request. A network admin used it to control unauthorized web access. Such as: many company block facebook, online game site etc Mail Servers: A mail server used for delivers e-mail over a network or over the internet. This types of servers receive e-mails from other nodes or users and send the mail to correct node or client. Web Servers: Web server generally a server which commonly used to host websites. Its deliver web page with content to client site and all the content are plain HTML documents or a image. Application Servers: Application server generally called appserver. It is a software which controlled all application between users and an server. Real-Time Communication Servers FTP Servers: File Transfer Protocol (FTP) is mainly a standard protocol of Network which is used to transfer data from client to host or one server to another server . If user or admin want to upload a file on a website he or she needs a username, password and host address. Server types selection is an important step for a new network. To select a server for office or a home is not easy its seems quite complicated. So an administer should make his own criteria to select server type. So, I try to set some criteria. Software requirements: Comment Operating systems (OS) Windows CPU type and speed Lattes Expansion/Upgrade Criteria Must Drive types, space, and speeds Lattes Physical characteristics Yes Brand Intel(Processor), HP (Network Printer) 2.3 Discuss the inter-dependence of workstation hardware with network components. 3.1 Design a networked system to meet a given specification. Answer: Design of a computer network systems first think about a central device which could be a switch or a router, A central server, a pc for every users, hard ware components . Office PrinterLife Insurance company Router Agent 6 Agent 4 Server Agent 2 Agent 5 Life Insurance Company Network Structure Agent 3 Hardware requirement: Name Quantity Comment Server 1 Main Server Printer 1 Network Printer Router 7 Main Router, Office and Agents Switch 1 Central switch PC 9 Main office and agents Software requirement: 1. Windows 7 2. Internet connection 3.2 Evaluate the design and analyse user feedback. Answer: 4.1 Implement a networked system based on a prepared design 4.2 Test the network system to meet user requirements. 4.3 Document and analyse test results against expected results 4.4 Recommend potential enhancements for the networked systems. 4.5 Design a maintenance schedule to support the networked system.

Comparing Characters in Major Barbara and Pygmalion Essay -- compariso

Comparing Characters in Major Barbara and Pygmalion      Ã‚   Andrew Undershaft and Alfred Doolittle, two characters from Bernard Shaw's plays Major Barbara and Pygmalion, have a similar nature but strikingly different views of morality and poverty. Undershaft is an "unashamed" capitalist, and nothing clouds his view of his business plans. Doolittle is a man who would much rather have a life of poverty than be troubled with the responsibility of being well-off. Although their perspectives differ, they both live for themselves.    The most apparent difference between Undershaft and Doolittle is the way in which they handle their own immorality. Undershaft is not only unashamed but also preaches to others about the values of immorality. He is completely unrepentant and is a better business man for it. Also, he believes that no one does good deeds unselfishly. Due to this cynical certainty, Undershaft feels no remorse for doing good things for bad reasons. Doolittle, however, acknowledges that he behaves immorally. Doolittle is not ashamed of himself either, but merely states t...

Introducing Customer Services Essay

Introduction In this assignment I will be writing about the importance of having good communication skills in customer service. I was assigned to a two week work placement at Superdrug where I had to deal with different types of customers and their needs and expectations. I also was instructed by the supervisor to give good customer care and service to customers. Task 3 Explanation of what a customer is Customers are people or businesses who pay for goods and services or benefit from a particular business. People such as: * The elderly * Teenagers * Disabled * Insurance companies * Banks * Cleaners Task 4 In this task I will be explaining the meaning of internal customers. I will also be giving examples of what an internal customer is. Internal customers Internal customers are those people and employees who might use a company’s services and products. Examples of internal customers are: Store Manager The store Manager is an internal customer because he/she benefits from the company when the company gets sales. They also may get a pay rise if the business does really well. The manger depends on the business to get sales, if the business does badly the manger is then at risk of losing money or getting sacked. Security guard The security guard is an internal customer, for his/her service of making sure goods are not thieved from the store he/she benefits from the business by getting a months salary and also may get discounts from the business. Cleaners The cleaner’s job is to make sure that everything in the shop is clean and presentable. The cleaner benefits from this by getting a monthly salary and may get a discount on the products he/she buys from the business. Task 5 In this task I will be explaining the meaning of external customers. I will also be giving examples of what an external customer is. External customers An external customer is an individual or business outside of the company who receives goods or services from that particular company. For example: Banks Banks are external customer because they benefit from the money that is given by companies. They benefit from this money because when the money is given to the bank the bank loans the money to other companies and make profits off of it e.g.(interest). Suppliers The suppliers are external customers because they provide the products for the businesses and the businesses therefore buy the products from them. The suppliers make a profit from that money used to pay for the product which enables the people who work with the supplier to get a salary. People People are external because they buy products from the business and in return they get good service and quality products. Task 6 Customers at Superdrug and their needs and expectations In this task I will be identifying 4 types of customers I came across while working at Superdrug and what their needs and expectations were. While on my work experience I came across a range of different customers such as: * The elderly * Disabled * Teenager I didn’t come across the external customers who are: * The cleaners * Bank * The manager * Insurance company Internal customer needs at Superdrug Store Manager The store Manager needs to come to the store and buy product in-order for him/her to get paid. The manager also needs employees to come to work early in-order for the store to open if no-one comes in to work the business will have to get closed down and the manager will lose his job. He/she also needs holiday entitlement Security guard The security guard needs to get paid for his/her services. Him/her also need to have at least one lunch break and needs to be useful e.g. (watching out for thieves). External customer needs at Superdrug Bank The bank needs Superdrug to put more money into it that they take out so the bank can make profits. The bank also needs the money to get into the bank on-time and always have some of that money in the bank. Insurance company The needs of the insurance company are for Superdrugs to pay them. Elderly To meet customer needs knowledge of the products are necessary. A lot of elderly customers come in to the store for the in-store pharmacy, the customers brings their prescription to the counter and or they may ask you for something you will have to understand what they need so that the customer can purchase the product. The customers are also like to be buying the product from a decent enough price and have good quality. Teenagers Superdrug attracts a lot of teenage customers because they like to buy a lot of hair products and perfumes. They need good value for money as they don’t work to get money themselves and quality products. Internal customer expectations at Superdrug Store Manager The store Manager expects employees to come in every day and give good customer service and expects a permanent job. He/she also expects the employees to be polite and pleasant to him/her, and expects the business to look after him/her e.g.(sick pay). Security guard The security expects to be treated with respect by all staff in the store, a lot of thieves come into the store everyday and if the security is to catch one of those thieves he/she expects to be praised and maybe get a pay rise for the hard work. For his/her service of making sure goods are not thieved from the store he/she expects to benefit from the business by getting a months salary and also may get discounts from the business. External customer expectations at Superdrug Bank The bank expects Superdrug to pay their money on time and use they right forms. They also expect the money to come in regularly. Insurance company The Insurance Company expect Superdrug to pay their money on time every month and not make untrue claims because this will make the insurance company lose out on money. They also expect Superdrug to fill the form out correctly when apply for that particular company. Elderly Elderly customers expect to be treated with respect and when asking for a prescription they expect staff to be polite and the prescription to be dealt with quickly and efficiently. Elderly customers also expect to have easy access around the store. Teenagers Teenagers expect good customer service from employees. They also expect the products to be of good quality and value for money. They also expect for the product that they want is always available. Task 7 Customer’s expectations at Superdrug are quiet high and are always increasing. While on my work experience I came across many different types of customer, below are just a few examples of customers I came across in the business and what their needs and expectation were. Task 8 Why you have to present yourself appropriately and prepare your work area before customers arrive in Superdrug. In this task I will be explaining why it is important that staff present themselves appropriately and prepare their work area before customers arrive. In Superdrug the majority of customers are members of the public, the appearance of both the staff and the premises are very important. It is important in a retail business that staff pays attention to their appearance because customers expect you to be smartly dressed, and also to be approachable this includes having good hygiene. It is important that I had a positive attitude towards customers so that they may feel welcome to return back to the store and buy products. Knowledge of products and services is also very important because customers won’t always know about the product so they would seek advice from staff. In Superdrug it is important that the work area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them. The work tops will also be cleaned before customers arrive. It is also important to keep store safe for customers at all times this can be done by making sure that the till area is always tidy and making sure the walking areas no obstructions such as boxes and plastic wrappers left from staff stacking items. There would also be security staff protecting the store. Task 9 How Superdrug staff prepare themselves and their work area for customer service In this task I will be describing how staff in Superdrug prepares themselves and their work area for customer service. Staff Positive attitude While on my work experience I had positive attitude when dealing with customers and was enthusiastic about the products I was selling. It is also important that I was polite and understood the customer’s needs so that the customer will be happy to buy the product I was describing to them. Personal presentation In Superdrug it was expected of me to be professionally presented. The customers will have certain expectations including being approached by staff that is clean, smartly dressed and has good personal hygiene. Dress code I was instructed by the manager to arrive at the Superdrug wearing a smart black blouse with smart black trouser and black shoes (no trainers). It is also expected of me to have clean hair and brushed teeth so my breath does not smell while talking to customers. Posture It was important that I had good posture which means standing up straight and looking confident so that you look approachable by customers. If I did not have a good posture for example slouching with my hands in my pocket customers may think I can’t be bothered and I don’t care about my job, therefore customers will not feel comfortable approaching me. Personal space It is important that when I was talking to a customer face to face that I was to stand at least arms length away from them. Standing closer than the recommended length is invading that customer’s personal space and they may feel uncomfortable. Standing further away from the customer may give them the impressions that you are either scared or you don’t have time for them. First impressions First impression of a business is very important. If a shop is first opening and the shop floor is dirty and staff looks scruffy, the customers may think the business is not run properly and may not get the chance to see the products. The customers will see the dirt and poor appearance of the staff and will expect the product to be poor quality. Knowledge of products and services Customers expect staff to know about the products and services that the retail outlet provides. It is important that staff familiarise themselves with the layout of the shop floor, this will enable staff to provide information regarding products (e.g. product whereabouts). While on my work experience at Superdrugs it was required of me to have knowledge of the section I was working in and also know other sections around the store, I was given a sheet of paper showing everything that was in the store and where they were. By the end of the day I knew where every thing was on the shop floor, when customers approached me asking where a particular item was, I was able to tell them straight away. It helped to have the section I was given to work in because I had a lot of knowledge of those products as I am always buying those products myself. Organisations guidelines and standards required for customer service It is essential that Superdrug have a customer service policy that states the required standard for customer service. This ensures that employees know what to do when they are dealing with customers and will help them provide a high standard of customer care. Teamwork It is important that staff are good at working as a team, this can improve your customer service skills as you would have to use the same skills in order to build a good relationship with your team workers. For example listening skills, negotiation skills and assertiveness. Teamwork involves sharing ideas and working together, for example in Superdrug on the pharmacy counter processing customers prescriptions is customer service staff working with each other the till staff send prescription info to a computer behind the scenes, the prescription is then processed and given to the customer. Work area Appropriate equipment In Superdrug it is important that the work area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them. Safe and tidy work area It is important in that Superdrug keep the work area clean and tidy. I did this by making sure that I cleaned up my rubbish after stacking the shelves. If the store is not kept safe and tidy it could cause hazards and may result in customers injuring themselves. It is also important that the workplace is kept tidy because staff may find it is easier to lose important documents. Efficient use of space It is important that in Superdrug there is enough space for all types of customers to walk about with. For example mothers with buggies and disabled people in wheelchairs. It is also important that items displayed on the shelves are easy reach by customers of average height. Remember high shelves can make it hard for shorter people to reach. Health and safety By law all employees/staff are required to take responsibility of their own health and safety and that of other e.g. (customers). It is also important that when staff use equipment they clean up after themselves or put the equipment in its rightful place. For example, when stacking out items on the shelves make sure the boxes or the products wrapping is not obstructing the aisles, this could cause a customer to trip and injure themselves. Fire safety It is important that staff follow the procedures of fire safety. All members of staff should know what to do in an event of fire and where the equipment is, for example marked fire exits, emergency evacuation procedures and fire extinguishers. While on my work experience on the first day I was shown all the nearest fire exits and it was explained to me what I should do in an event of fire. There was a practice fire alarm and it was my job to make sure that all customers were safe and evacuated the building immediately. Accident It is important that all staff in Superdrug no what to do in case of an accident to an employee or customer. If a customer or employee has been injured it is important that you notify an appropriate member of staff e.g. (manager, first aider). If the injury severe you should dial 999 and ask for an ambulance. Task10 Health and Safety risks in the workplace Task 11 In this task I will identifying four possible hazards found in Superdrug. Four possible hazards in Superdrug Poor maintenance Slips, trip and falls Fire exits Smoking Task 12 In this task I will be identifying the potential hazards and risk in Superdrug. I will also be explaining how the hazards and risks could harm employees and customers. Hazards Risks Poor Maintenance If shelves are broken and not repaired quickly. A customer might want an item which is on a high shelf not knowing that is broken they will pick up the item and the products could fall on the customer which may cause an injury. If shelves are broken and not repaired quickly. An employee can be stacking the shelves not knowing the shelf is broken they will stack items on there and the shelves will collapse onto the person causing an injury. Slips, Trips and Falls If the floor has just been cleaned and a hazard sign has not been put up. A customer could walk into the store not knowing the floor is wet, they would then walk in that wet area and slip and injure them self. If an employee has just finished their task of unpacking products and stacking them on the shelves and they leave the rubbish on the floor, another employee could walk by not knowing the rubbish is there, the could trip over rubbish and fall and injure themselves. Fire exits If the fire exits are not clearly labelled for customers in an event of fire customers could be a great danger. If employees leave their boxes and rubbish in front of the fire exits in an event of fire people won’t be able to get out of the building and will then result in a lot of staff and customers getting injured. Smoking It is important that customers do not smoke in the building because if they are to drop the cigarette on the floor without putting out, this could cause the building to set on fire and put a lot of lives in danger. If employees are to smoke in the building they at risk of injuring themselves and others around them, everyone around them will be breathing in second hand smoke which could damage their body severely. The employee is also at risk of causing a fire and getting sacked. Task 15 In this task I will be explaining the meaning of communication. The meaning of communication Communication is when people interact with each other and share information. For example, while on my work experience I listened to customer’s needs and what they had to say which is that they wanted to buy a 3 mobile, then I gave back the right information on products and services in order for them to buy the products they wanted. Task 16 Why it is important to have good communication skills It is important to have a good level of communication skills because in the retail industry a large proportion of the work is dealing with customers verbally. Customers expect retail staff to be helpful, polite and to be well presented. Retail staff are required to have a good level of spoken English in order to understand customer needs and to be able to clearly provide information on request. Throughout my work experience I think I had very good communication skills towards customers I feel that I showed that I was enthusiastic about what I was doing. And there for customers would not hesitate to approach me. In the end it is important that the customers get what they want, the business then makes money and customers will be happy to return to the store. Task 17 In this task I will be explaining 3 types of communication I came across when approaching staff in a business Verbal communication One example of verbal communication that I came across as a customer was that when I asked a member of staff for a particular item they explain very clearly where the item was and they were very welcoming and polite Non-verbal communication One example of non-verbal communication that I came across was that when I tried to approach a member of staff in a store they didn’t even make eye contact with me they just pointed to a section of the store. Body language One example of body language that I came across is that when I tried to ask a till cashier for some information they just shrugged their shoulders with an angry face like I done something wrong. Task 18 In this task I will be identifying six communication skills and why they are important Appropriate spoken English It is important to have appropriate spoken English in Superdrug. While on my work experience it was important that I was polite to customers and that my language was clear and straightforward so that customers would fell comfortable buying the products and to return back to the store. Level and tone of voice When speaking to customers it was important that I pay close attention to my level and tone of voice. For example, if my tone of voice is too loud the customer may think I am being angry towards them. The level of voice should be balanced, not too loud and not too quiet. Welcoming In Superdrug it is important to be welcoming and friendly. For example, I welcomed every customer that came into the store and ask if they needed any help finding anything. This encourage .customers to return to the store/ Listening In Superdrug it was important that I know how to listen to customers. I made sure that I listened to the customer’s needs and what they wanted. I showed that I understood the customers and didn’t interrupt them unnecessarily. Assisting It is important to offer and give help to customers. While on my work experience I made sure I did this. For example, opening doors for customers with lots of bags, this will encourage customers to come back to the store. I also offered to get products from high shelves and if the customer was looking for a product that my store didn’t sell I advised them on what others stores would sell the product. Questioning Questioning is very important in customer services in Superdrug. When customers first enter the store the first contact with them was in form of a question. For example, ‘how can I help you Sir/Miss?’ or ‘what are you looking for?’ Questioning helped me find out the needs of the customer. Which then gave me information on what they needed, to ask another question like, ‘what is your budget for this item?’. M3 How can I provide good customer care and services? In this task I will be describing how I can provide consistent customer care and services. Good customer care It is important in Superdrug that customers are satisfied with the way they have been treated; giving good customer care and loyalty will attract more customers to the store and keep Superdrug in business. Giving good customer care means being polite and helpful to customers. It is important that I listen carefully to customers and ask them questions so I get an understanding of what the customer wants so that I can get the right products for the customer. Having a positive attitude towards customers is mostly important because without a positive attitude customers will receive a negative vibe and therefore will not feel comfortable with me serving them. For example, while on my work experience customers asked for products that were no sold at the Superdrug store, instead of saying ‘we don’t have that’ I recommended them to a store that might have it. It is important when providing customers with information that I am clear and accurate about the product and that I confirm that the customer understands the information I have supplied. It is good to remember that when a customer enters the store, try and give customers more than they pay for. Good customer services When customers enter the store they should be assisted. In Superdrug every customer that entered the store was given information on the products that were sold there and the products features. It is important in Superdug to provide after sales care such as refund and guarantees. Communicating with customers is an essential part of customer service. This includes letting them know what services are available and making sure they are happy with the product I have sold to them. Good customer service in Superdrug attracts more customers and increases sales. It also improves the business reputation which means more customers just through recommendations. For example, two main factors that contribute to its business success are Superdrugs commitment to high standard of service and the expertise of its staff. To maintain these standards and keep staff up to date with new products Superdrug invests in training. D2 The importance of providing good customer care and services Importance of good Customer service Customer service is the provision of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new technology using e-mail and the Internet. Superdrug use customer care to create an overall impression of an organisation that puts the needs of the customer first, to ensure quality and increase sales over competititors. Increasingly, Superdrug have customer services departments or customer services desks whose job is to ensure the efficient process of delivering customer care, including provision for those customers with special needs. Superdrug produce literature, which outlines their Customer Care Policy or Charter; this may include their policy on refunds, warranties, after sales service and how to make a complaint. Customer service is very important part of any business organisation. Bibliography BTEC introduction business-published by Heinemann in 2005 Heinemann Educational Publishers Halley Court, Jordan Hill, Oxford OX2 8EJ ISBN 978 0 435401 21 4 John Ruskin college intranet site Superdrug 452-456 Brixton Rd