The Importance of Employment Tests

It is a known fact that the success of an employer and a company as a whole depends largely on the quality and reliability of its employees. This is the reason why employers must invest time and even money in the recruitment and interview process. Doing so would ensure that only the best possible candidate will be considered for a particular job.

When it comes to screening of potential employees, no other tool does it better than employment tests. These tests can measure what is called the KSA – knowledge, skills and abilities of the job candidates. Employment tests in this context are generally written or automated tests, but also include interviews, personality tests, skill tests, psychological tests, performance tests, medical examinations, agility tests, and so on.

A hiring process that is poorly designed is much like a recruitment process based on flipping a coin. Employers are well-aware that the impact of inefficient recruitment decisions can have costly and detrimental outcomes, which may include expensive training costs, decrease in overall productivity, increase in employee replacement, and increase in legal exposure.

Benefits of Efficient Assessments Incorporating assessment tests ensure that your company is making better hiring decisions. It can determine whether or not an employee can meet your criterion for maintaining high productivity. Consequently, pre-employment tests can reduce expensive and time-consuming recruitment steps by straightforwardly narrowing down the choices that will include only candidates who are best fit for the job. Because job fitting is greatly improved, this scenario can also increase the chances of retaining your employees for far longer periods of time. Furthermore, a well-developed pre-employment testing program can present a professional and positive image for your company, and will decrease the risk of hiring complaints.

Although pre-employment tests are basically a tool that protects employers, it can be just as important for them as for the applicant. It would be a shameful waste of time, effort, and even money to prepare for the responsibilities and challenges of a new job, yet find out later on that one is not capable of performing the tasks on hand and is bound for failure.

The benefits of pre-employment testing are endless. However, employers must know that these tests have certain limitations. For one, written tests must only measure skills that are important for the job description that a candidate is applying for. For this, employers must carefully design their pre-employment testing program. Pre-employment tests not properly designed may create an impression of being discriminatory, and this is something employers must avoid at all times.

Designing testing tools take time and experience. If these two are something your company does not have, you can easily find pre-employment testing software packages on the market. These pre-employment tests have been designed by professionals with expertise and experience in the field of recruitment, and thus can efficiently evaluate the general knowledge, office skills, personality, and so on, of a potential job candidate. There are various types of pre-employment test to choose from, and there will surely be one that best fits your needs as an employer.

Clearly, organizations that have a carefully well-developed testing program that best meets their exact needs will have competitive advantage. Employment tests allow employers to make the best hiring decisions and will consequently improve business revenue, productivity, and overall business outcomes.

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Coffee Shop On Wheels – How About Parking At a Rest Stop for Weary Travelers?

One thing us retired entrepreneurial company founders like to do is think up new potential start-ups. Luckily for me, I’ve started a little think tank that has several of us on board. Lucky also for you, if you want to start a business, we don’t mind sharing our ideas with you, heck maybe you can get some funding and make a go of it, do something great, fill a niche and be the next successful start-up entrepreneur out there. I wish you well.

Okay so here is a recent idea we came up with, actually it is an old idea, rehashed. There have actually been some franchises that do this. This has a different twist. Do you know how rest stops along the highway sometimes have vendors selling food? Usually, someone has a deal with the state and gets a license to do business there? How about a mobile food truck that serves up Lattes, Mochas and Espresso – high-end coffee?

One of our think tankers suggested we call it “R and R” and try to get it licensed in all states.

Indeed, there are mobile restaurants in every state almost – some have purposely made it tough on the sector due to restaurant industry lobbyists. I like the name idea, and I had once prepared a business plan for my brother’s company – the potential company would have been named Jumping Java – with on-site corporate parking lot delivery. The runners would take the orders and deliver the coffee inside the company. R&R might be a good name, but some people drink coffee to pep-up and not to rest or relax, so that might not be the right name. Unless you told them the name was for “Ramp-up and Race-Forward” or something. Well, it would be a huge logistic nightmare, you’d need commissaries for the mobile units, home bases, required by law.

You’d need permission where to park, licenses in every city, most cities have ordinances for what they might deem street vendors thus, controlling when and where you can set up. Each state is required by law to send it out to bid, and then the lowest common denominator, minority company paying ridiculously low wages would be competing with you while their employees lives 10 people to a house, and they got a 15% bid advantage for being a minority or woman owned business, and an SBA loan, that others could not get.

Then the government would PR the crap out of it telling everyone how some Bozo Congressman was providing jobs. It would be a nightmare to deal with the state. Worse, they often close the rest stops for no reason, and you’d be out of business for that time period. Then there is the crime issue, and angry people that the bathrooms are not cleaned, even though that isn’t your fault. You should see the stuff that goes on at rest stops. Although having someone there selling something does add a level of safety, because people are there.

One think tanker noted; “Sometimes there are people giving free coffee at rest areas trying to make their roads safer.”

Yes, I’ve seen that, and I am in favor of it. Maybe the state would pay for just plain “free black coffee” and you could sell the higher-end coffee drinks or, the state gives you free rent, if you give the cheap black coffee out for free and then are free to sell the expensive stuff. Be Great, Don’t Hesitate.

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The Difference Between Industrial, Retail and Commercial Real Estate

Before we answer this question, it might be helpful to actually define each term first.

Retail and industrial are both considered ‘commercial real estate’ (as opposed to ‘residential real estate’). Commercial real estate refers to buildings or land intended to generate profit; industrial and retail are simply sub-categories of commercial real estate.

Firstly an industrial property is defined as a property used for the actual manufacturing of something, and can be considered either a factory or plant. This is usually zoned for light, medium or heavy industry. This includes things such as warehouses, garages and distribution centers etc.

Retail property is a commercially zoned property used solely for business purposes, the actual selling of the product, rather than its manufacture – retail stores, malls, shopping centers and shops all huddling nicely under the retail umbrella.

Generally, businesses that occupy commercial real estate often lease the space. An investor usually owns the building and collects rent from each business that operates there.

There are four primary types of commercial real estate leases, each requiring different levels of responsibility from the landlord and the tenant.

Single net lease – tenant is responsible for paying rent and property taxes.

Double net lease – tenant is responsible for paying rent, property taxes and insurance.

Triple net lease – tenant is responsible for paying rent, property taxes, insurance and maintenance.

Gross lease – tenant is responsible only for rent; the Landlord pays property taxes, insurance and maintenance.

If you find yourself considering Commercial property ownership, there are a few things that you would do well to keep in mind:

1) Attractive appearance – the last thing you need is a vacant commercial property in Sydney for any length of time. Think how prospective tenants think: what will their customers want to see?

2) Aesthetic entrance – first impressions count, simple, simple stuff. This is a great tool for putting your prospective clients in a great frame of mind… and their clients.

3) Natural Light – in especially high demand nowadays

4) Location – close to other offices, public amenities, transportation etc.

Since 1980, retail property has returned an average of 9%, though is currently returning around 6%. Industrial real estate tends to be the most volatile, and is currently returning around 7% (as opposed to its peak of around 12% during the 1990′s recession).

And obviously, no matter which form of commercial property you’re considering, read the lease carefully. Sounds like a silly thing to say, but you’d be very surprised at the issues that can become issues simply because things weren’t read properly!

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Cellular Or Mobile Phones: How Are They Affecting Children And Us?

I am sure you are using one of them, like almost everyone else doe’s including me. As you become aware about some things, most likely you will be making changes the way you use a cellular phone from the information and awareness you be reading about.

There are as many as over 7 billion mobile phone subscriptions worldwide. Continued research to clarify any health risks coming from cell or mobile phones is ongoing. The first thing to come to mind is electronic radiation such as changes to sleep patterns and brain activity. Lots of evidence demonstrates that radiation from cell phones is a real danger.

Many different researches over years have confirmed that long-term exposure to cell phone radiation is a significant risk to health. Such findings of course are strongly denied by the other side of that argument, depending on which side of the argument you listen to. Debates like this have been ongoing for years and most likely will never be settled. After all, why would designers and manufacturers admit to any danger coming from phone usage? This would certainly kill the goose that lays the golden eggs!

The international agency for research, which is part of the world health organization released a statement over five years ago and declared cell phones a class B Carcinogen.

Long Term Exposure: How Long Is Too Long?

Whatever the brand name, I Phone, blackberry, android, tablets, Smartphone’s or just a basic flip phone has revolutionized communication in the 21st century. Some people spend as much as 2 ½ hours or more on the phone daily. Because cell phones are providing an efficient and easy way to communicate, but at the same time this can also take a toll on health.

The possible effect of a long-term heavy use of any mobile phone and the length of each call matters. The amounts of time people use cell phones are important factors which enhance the health related risk. The amount of radio frequency energy from a mobile phone use being released depends on different factors, such as distance from face and ear, the type of phone used, and the distance between cell phone towers.

What these findings are telling us: Make your conversation on a cell phone as short as possible or better still use a hand free device which places more distance between your head and the phone. Turn off the phone when not in use. Use the speaker phone when possible. Keep your phone away from your body as much as you can. Never use your phone while driving or even worse texting; this puts you and others in a potentially dangerous situation.

Children Are More Vulnerable

Children have the potential being at greater risk and affected in different ways. The brain of a child is not fully developed until the age of around 20. This makes any exposure to electronic radiation and radio frequency more dangerous for children than for adults. The other issue which affects a big percentage of children as well as teenagers is eye vision. Looking at mobile screens, what is it doing to kids’ eyes? Almost at any age children love playing with smart phones but what are the long-term effects?

Unfortunately some people are using such gadgets as baby sitters for the children without being aware of the damage it does. Children like to watch things close up on screen which is contributing to spike in becoming short-sighted. Studies have shown there is an alarming increase that affects many children between 10 and 12 years old and the amount has doubled over the last decade. The fact is: The more kids watch things close up on screen, the more they put their eyes in danger.

It is most common for children to develop myopia which gives a blurry long-distance vision. Myopia can also increase the risk of other eye problems in adulthood as well, including cataracts and blindness. However, most of the myopia cases are as young as six and 15 to 18, of course genetics play a role in severity in this.

As a guide, reduce screen time to as little of 2 hours per day from 2 to 5 year olds. There should only be a small increase of time allowed for older ones. Actually in Taiwan, if a child under the age of 2 has been found with a tablet or playing with any cell phone the parents will get a heavy fine.

Children who spent more time outdoors in fresh air and sunshine have a far lower rate of myopia. Limit the screen time, encourage kids to spend more “green time” hours in nature outdoors for better health. Make sure to include a colorful veggie diet from leafy greens which contain lutein, this is known to help eye sight and vision.

In General Common Sense Applies

A cell or mobile phone for most people has been one of the most revolutionary developments in time. It is a great communication tool being able to carry it with you wherever you go. It is a good security and emergency device that can save lives. So, what is wrong with all of those gadgets?

Could it be just the one who is using it creating that problem?

There are too many people going to the extreme and don’t know what is any longer normal or reasonable. That also applies to our food intake, beverages, including alcohol, and tobacco etc. All of those are not, or less harmful if used in moderation. If only used for short time this also can apply to cellar or mobile phones, and can reduce the risk factor as much as eighty percent.

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The “How” And “Why” Of Electric Panels

Electric panel very simply refers to the electric board which provides electricity to the sub circuits. These panels are extensively used in Process industries, Automotive industries, Food and Beverage sector, Oil and Gas Equipment, Aerospace, Metal Forming Machinery, Machine Tools, Power Generation, R&D Testing labs and Process Industries and other industrial sectors.

Are You Banking On The Right Product?

Once you go through this post, you will actually understand why electric panels play such an important role in the aforementioned sectors. Think about the times when you experience power outage owing to a natural disaster— then you must have run to the electric panel to restore power. When it comes to electric panels, getting the right circuit breaker can make all the difference between safety and risk. These panels are generally based in backrooms, basements and less visited areas of a particular place.

The products of reputed manufacturers are known for the following aspects:

- Quality performance

- Easy installation

- Flawless design

- Power efficiency

- Low maintenance

Make sure you are checking the credentials of the manufacturer thoroughly before you are roping the same in. If you’re looking forward to install these units, you should find out about the manufacturers who are known for offering products with the aforementioned qualities.

The internet will offer you information about a lot of manufacturers providing these panels. However, one should realize that that not all of them are equally credentialed to offer you quality panels. It takes years of experience and domain expertise to manufacture panels that go on to serve you satisfactorily in the long term.

So, it is important to ensure that you’re actually taking the trouble to conduct proper market survey and then going on to settle for their product. Now, the question is – how exactly would you know that you are actually posing your faith in the right name? You can consider the following steps.

How To Settle For The Right Electric Panel

The first thing to do would be to seek recommendations from peers. Now, let us clarify from the very beginning that in order to meet the diverse quality requirements, leading manufacturers employ quality analysts who ensure that the products pass multiple quality stages before reaching you. Those who have accessed products of these manufacturers are bound to endorse their products- while those who have actually gone on to choose manufacturers arbitrarily might not as well be in a position to do so. When you are not conducting research on the background of the manufacturer, you are not even aware of whether or not the particular name is actually taking the aforementioned steps to ensure that only quality products are reaching you. Without research there is every chance of unwittingly ending up with poor quality products.

Read reviews in order to find out how the companies have been rated. Kindly ensure that you’re not leaving any stone unturned to get the best value for your money. Taking the aforementioned steps will ensure that you are not repenting your choice later on.

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Why So Many People Will Talk You Out of Online Marketing

In this modern society where almost everything is digital, it is hard to believe that there are still those who prefer traditional methods, such as in the field of advertising.

Online advertising has been a hit in the last decade. Internet marketing has taken over businesses by storm and doubled their revenue. However, some people still see the field as unnecessary and taxing so they try to convince others to veer away. Below are other reasons why some individuals dislike online marketing:

Inability to adapt with technology
A person may refuse the method because they may not be technology savvy. They are afraid that technology is hard to monitor or manipulate so they choose to stay manual.

Mastery of craft
A lot of traditional people spent years perfecting their craft, so they believe that their capabilities are sufficient. Online marketing is a threat to physical advertising because it minimizes the need for logistics, hence the repulsion.

Less Jobs
Some people think that digital work reduces employment opportunities due to computers replacing manual labor. Only a handful of people are necessary to make internet marketing work.

Information Breach
Putting everything on the internet is a risk for hacking or information leakage that’s why many are skeptical about it. Online marketing requires a substantial amount of data that can be easily stolen or erased.

Lack of Equipment
Many marketers don’t have reliable internet or computers to handle critical work. Manual advertising is easier to delegate and segregate, so smaller businesses prefer it.

Lack of Empathy
Advertisers believe that online marketing is not good for client relations because it promotes a more detached form of communication and a robotic response. Manual advertising is more personal so it is easier to convince people.

Lack of Authenticity
Marketers are wary of online advertising because people nowadays are harder to convince, especially in terms of the authenticity of a product. Since everything can be manipulated or edited, they would have to work more to attract clients.

Population of Non-internet users
A big percent of the population is still manual so it is impractical to promote online marketing in these areas. Online commercials only work with regular exposure but if the audience only uses the internet a few times then it is a wasted effort. Manual advertising is beneficial when people are more inclined to support physical efforts or are part of a community network.

Promotes Mediocrity
Senior marketers believe that online marketing encourages laziness in the younger advertisers because most materials can be recycled, edited or rehashed. Marketing is a skill developed from experience and virtual training may not be enough to develop and create a better breed of advertisers.

Technology is a waste
People believe that using gadgets and computers are harmful to the health of workers so they don’t encourage the employment related to such. Manual advertising promotes brain functions through practice and personal relationships development. It is important for some people to backlog technology to help the environment.

Despite the many reasons why people may talk you out of online marketing, it is still undeniable that this form of marketing has a lot of potential. Learn how you can maximize the web when it comes to marketing your products and services, so you can expand your reach.

John Richards has many years of experience creating and developing books, eBooks, manuals, and videos, on a variety of subjects, including online wealth, pet care, Internet marketing, direct mail, health and wellness, and CD/DVD distribution service. John’s website provides ideas and practical advice for people who want to enjoy the rewards of earning an income from home using simple websites.

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Let Your Car Breathe Freely With Routine Air Filter Replacement

In a similar way to living creatures, vehicles also need to be able to freely “breathe” clean air. Of course cars do not have lungs, so when we say “breathe”, what we really mean is “filter air.” Your vehicle’s cabin air filters should be inspected and serviced on a routine basis to ensure perfectly clean and unobstructed “breathing.” For permanent filters, a professional car mechanic will clean them, dry them, and replace them as needed. For disposable ones. A simple inspection and replacement is all it takes! Continue reading to learn more about the importance of clean automotive air filters.

Defense Against Airborne Contaminants

Your vehicle’s air filters play an important role in terms of interior cabin air quality and comfort. But it also plays a significant role in how your vehicle operates. Clogged or defective filters can cause a decrease in engine performance and capacity, as well as, lose their ability to protect you against harmful airborne contaminants. You see, dirt, oil, and other harmful contaminants are trapped in air filters, and after sometime, they accumulate to mass amounts, causing the filters to lose their value. And when the filters become too saturated, they cannot trap anymore contaminants. As a result, these contaminants enter the engine and damage pistons, piston rings and bearings, cylinders, cylinder walls, and more. This causes the engine to then lose power. For fuel injected cars, air filters protect the air flow sensor from contamination.

As for interior air quality and comfort, dirty filterings can jeopardize the cabin environment. Without anything between you and airborne contaminants, you are left to suffer from dirty indoor air. This results in musty odors, stuffiness, allergy-agitation, and more. When it comes to cabin air filters, try to have them inspected and replaced every 12,000 to 15,000 miles. If you are a frequent driver or frequently drive long distances, decrease this rule to every 10,000 to 12,000 miles.

Although such an important part of car safety and maintenance, air filter replacement is often overlooked. Be sure to talk to your trusted car mechanic about recommended factory scheduled maintenance for your vehicle. They have the knowledge and advanced diagnostic systems to provide accurate and effective service for your exact make and model car or truck. They can then provide you with a trusted schedule that you can continue to use and refer to for years to come!

Call Main Street Auto Tech at 317-881-7220 for car filter replacement in Greenwood, Indiana. They are ASE certified car mechanics that offer a wide range of automotive services for all make and model vehicles, domestic or foreign. Ask them about their auto repair coupons and discounts too! Call 317-881-7220 to request a free estimate for Greenwood car maintenance, today.

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Dealing With Conflict in the Workplace

Introduction

Conflict is a major concern in both your personal and working life. If not deal with quickly, tactfully and efficiently conflict could lead to serious confrontation and / or a complete breakdown of relationships. It could even lead to violent and dangerous situations.

A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.

There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organization's reputation for customer service and its continued success.

What causes conflict.

Conflicts usually occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between collections and / or management. The issue becomes one of power, of gaining control or of 'being proved right'. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.

Conflict can also be caused by a lack of communication or by a failure to recognize the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work collections.

Conflicts due to customer related issues.

A complaint, no matter how trivial it may sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organization to do business. They have a need and they believe (or hope) that you will be able to fulfill that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.

Conflicts arising out of customer related issues could include;

  • Problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
  • Delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
  • Difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
  • Drug or alcohol related issues. These could include being refused entry or ejection from concessions due to their condition and the risk they represent to other customers or staff.

Conflicts due to misunderstandings or communication barriers.

No two people are exactly alike – not even twins. People have different points of view thought about by the many influences on their lives.

These effects include;

Genetics – the things that we inherit from our parents and over which we have no control. These things might involve the color of our eyes and hair to our health.

Upbringing – which involves the way in which our parents raised us and the values ​​they instilled in us.

Culture and religion – this influences the things that we believe to be true and the customs and traditions we follow

Economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.

Education – our level of education will also have a large impact on what we think and how we view the world.

The environment – this means the environment in which we operate: our neighborhoods, housing situation, and the people we are surrounded by.

Life experience – involves all the experiences we have had in our lives, the successes and failures, the lessons we have learned from these experiences and the many roles that we have played to date.

All of these things and more go in to making us the individuals we are and our thoughts and feelings about almost everything we come into contact with will be shaped by these influences. So we have our own opinions and points of view on a whole range of things and these sometimes clash with other peoples. These clashes can take the form of a lively but friendly debate but they could just as easily become heated and aggravated and degenerate into shouting matches. The beginnings of conflict.

We can avoid these situations by reaching an understanding between the parties. This can be done by communicating openly and honestly, being willing to listen to the other person's point of view – remembering that the influences that have shaped their beliefs and view points could be very different to yours – but no less valid.

Misunderstandings and communication barriers could occur because;

  • People do not listen to each other with an eye to reaching an understanding
  • People are not prepared to compromise in order to resolve the situation
  • People do not understand cultural differences and are not prepared to make allowances for them.

To resolve a conflict situation steps need to be taken to bring the two points of view closer – to reach a compromise that both parties can accept. Part of good conflict resolution skills is the art of communication and recognizing the barriers to a good two way communications flow. These barriers can include;

  • Not paying attention . Customers or colleges who are trying to communicate with you will feel ignored and frustrated if you allow yourself to become distracted. Not paying attention to them is rude and unprofessional and stops the communication flow. The result of this could be the loss of a customer, a complaint about you to your manager or a loss of respect. Do not allow yourself to be distracted – focus your attention on what is being said and really listen to your customer or colleague. If you must interrupt the conversation to answer the phone, or speak with another staff member, excuse yourself.
  • Not looking at a person . Maintainable reasonable eye contact with the person you are communicating with is very important. It shows you are paying attention and that you are interested. By not looking at the person who is talking to you, you are indicating not only disinterest, but are also making them feel uncomfortable. They may think you are not being honest or trustworthy – you may be trying to hide something from them.
  • Interrupting . Interrupting someone when they are talking is a major barrier to open, two way communication and could easily cause conflict. Once again, you are indicating that you are not interested in what they have to say. Breaking into what they are saying to make your own thoughts known, or worse, to finish their sentences for them is no way to gain a proper understanding of the other persons needs and expectations. Allow them to finish what they are saying and pay attention. If, for some reason, the conversation needs to be wound up, then take control by asking leading or closing questions – that allow for short answers only.
  • Tone of voice. The tone of voice used during a conversation could also start a conflict. Arrogance, demand, anger, whining, disinterest etc. All add a tone to the voice that can cause people to react negatively. When dealing with customers or collections you should keep your tone friendly, calm and pleasant. At the very least, if you do feel annoyed you should try and keep the tone of your voice neutral.
  • Sarcasm . Sarcasm has no place in any conversation between two people and is an open invitation for conflict. There are times, in everyone's working life, when you think "If I get asked one more stupid question, I'll go mad!", But sarcasm in the face of a silly question or remark does nothing but hurt the other person and, Possibly, dent their self esteem. We often forget that not everyone knows everything we do about our industry – in fact most customers know very little about the tourism and hospitality industries. We can forgive our customers or junior collectors, therefore, for asking questions that may have obvious answers – obvious only to someone who knows. Show patience and understanding – it's just as easy and much more pleasant than giving a sarcastic or snide answer.
  • Rudeness . There is never any excuse for rudeness. A respectful and courteous attitude on your part should avoid or defuse any antagonism a person brings with them into your office. Should you find yourself never the less, dealing with a person with whatever you simply can not get along – rudeness is not the solution. Speak to your supervisor or manager and ask for their advice.
  • Cultural differences . Cultural differences can be the source of a great many conflicts. When dealing with people from other countries, other beliefs and so on, it is easy to misunderstand words, gestures and customs. If you want to excel at your profession it is a good idea to familiarize yourself with some of the more prevalent customs of other cultures. On the whole, however, people from all over the world, from all walks of life and from all creeds respond well to respectful and courteous behavior. Do not make fun of customs you do not understand. Treat everyone you deal with, both customers and colleagues, with respect and you should do very well.

Any one of these points could provoke a customer or a college into complaining – which could then, potentially, turn into a conflict. It is a good idea therefore, to remain courteous and polite when dealing with other people.

Signs of potential conflict

A conflict does not happen suddenly. People do not go from calm and cool one moment to angry and aggressive next.

Conflict builds. It may take hours, weeks or even years. However long the process takes, there are always signs that a conflict is building. If these signs are recognized early then steps can be taken to quickly and efficiently resolve the situation before it becomes a major issue.

Early signs of conflict can include (but are not limited to):

  • Aggressive body language: Narrowed eyes – trying to intimidate you Flared nostrils – a sure sign of building anger as the person takes a deep breath, either to control themselves or to go on the attack Stretched muscles in the face and jaw line – tightened in building Anger and aggression Tapping fingers or feet – shows impatience
  • Malicious or negative gossip among collections
  • Difficulty in discussing an issue calmly and rationally
  • Tone of voice – indicating boredom, sarcasm, irritation

These are all signs of irritation, dissatisfaction or impatience. If you recognize any of these signs when dealing with a complaint or a conflict you should endeavor to find out the reasons why the other person is starting to feel impatient or irritated. You can do this by asking relevant questions and listening carefully to their answers. In this way you can reach an understanding of the issue at hand and possibly avoid escalating the situation.

If not recognized and acted upon these signs could then be followed by;

  • Raised voice – speaking rapidly in a loud, high pitched voice – or even shouting
  • Body leaning forward in an effort to intimidate
  • Hand gestures – finger poking and pointing in an aggressive manner.
  • Refusal to cooperate
  • Storming out of a room, slamming doors, drawers or implements

At this point you may already have a conflict and it will take careful handling to bring the situation back under control

Crisis situations

Complaints can escalate into conflict and conflict, if not resolved effectively, could potentially escalate into a crisis.

People wish to be taken seriously. If they are not, or are repeatedly ignored, it can become aggressive and a threat to safety and security of the organization and the people in it. Equally, people who are under the influence of drugs or alcohol, and are not in control of themselves, can present a danger to those around them if they are not handled carefully.

Situations where personal safety of customers or colleges may be threatened and assistance required may involve:

  • Drug or alcohol affected persons
  • People with guns or other weapons
  • Situations where someone has been or may be hurt
  • People who appear to be violent or threatening
  • Situations where customers refuse to leave or to be pacified.

In these cases it is extremely important to:

  • Keep calm yourself and to try and calm the other person.
  • Move them, discreetly, out of the main area of ​​your office or shop
  • Take note of details of the problem for future reference
  • DO NOT argue with a person who is visibly upset or aggressive as this will only compound the situation.
  • Bring in the assistance of relevant management, security and / or entities such as police as soon as possible.

Organizational requirements

You can not simply make a conflict go away by giving the complaining party whatever they want. Resolving a conflict is a deferred balance between reaching an agreement between parties while at the same time staying within the constraints of your organizations requirements and policies.

These constraints may include:

Costs issues. Often, a conflict with a customer will be centred around dissatisfaction with a product or service. If the product or service was actually found to be faulty then the simplest solution to the problem is a straight forward replacement. Sometimes, however, the situation is not as simple and the customer will demand further compensation. In these cases a replacement may not be enough and something extra may need to be done. When determining the amount of compensation, if any, to be offered to the client, there are a few issues to consider. These could include;

  • Customer good will & repeat business. If your organization is dependent on customers coming back again then this is an important consideration.
  • Organisations reputation. A dissatisfied customer will tell many people that they received bad service from an organization who did not meet their needs and this can lead to a loss of business.
  • Direct cost. Compensation to a client can be in the form of cash, additional products or services, or an upgrade to the product or service they have purchased. If compensation is to be of a monetary nature then the cost to the organization must be considered.

Organization policy on refunds or exchange . Most organizations will have policies on giving refunds. Some companies will give money back, others will give credit for products or services they provide. In the tourism industry you must also consider the refund policies of the principals you deal with. For example some advance purchase airline tickets do not allow refunds at all within a given period prior to departure and if the customer does not use the ticket, they have lost their money.

So before agreeing to provide a solution to the customer, you must first determine if it is financially viable to do so and to take the organizations policies and procedures into account.

Resolving conflict situations

When a person has purchased a product or service from your organization and it is not what they expected it to be, or does not perform properly they will feel dissatisfied and disappointed. As a consequence when this person complains that they generally believe that they have a legitimate reason for doing so and they may do so long and heatedly to the first person they come across in your organization. This might be you – even though you had nothing to do with the original sale and have never met the customer. The worst thing you can do is tell them its not your problem.

Take ownership of the issue, regardless of whether you were involved in the problem or not. "Passing the buck" at this point is not going to help matters. The customer approached YOU, so deal with the issue and do not pass them off saying "It's not my problem" or "The lady who handled this is not here now ….". At that particular moment in time the customer does not see you, the individual, they see you, the representative of the company, so it is you, the representative of the company, they expect to help them.

If you were not part of the original transaction where the problem occurred get as much information as you can from the customer to help you determine what to do. For example, you could ask;

  • Exactly what the problem is
  • When & where it occurred
  • How long ago the problem occurred
  • What they paid for the product or service
  • How they see the situation being resolved – this will give you an idea of ​​the person's expectations and how they impact on the organization's policies and procedures.

If the person who was involved in the original transaction is available you should ask them to join the discussion in order to get both sides of the picture. It is very important, however, to keep to the issue at hand and not to let emotions or ego get in the way of finding a solution to the problem; Stay calm, listen to all points of view with an open mind and try to keep the communications process flowing in a positive manner.

Finding a solution to a conflict involves a certain set of skills and techniques. It takes a step by step approach to ensure a positive income for all parties concerned.

Steps in resolving conflict

Finding a solution to a conflict will often become a matter of "give and take" where one party makes a suggestion that may not be entirely acceptable to the other. When this happens you will need to define the issues as seen by all parties and negotiate a mutually acceptable exit. This would normally occur in a logical sequence:

  1. Define the problem
  2. Work out what you want out of the conflict
  3. Brainstorm for options
  4. Evaluate solutions
  5. Decide on solutions

Define the problem

Everyone involved in the conflict needs to agree on a definition of the problem before it can be solved. This could mean describing the problem in terms of each persons needs and understanding of the issue at hand. Questions to consider might include:

  • What is the problem? Is it only my problem? Who else is involved?
  • Can I solve it? Is it worth solving?
  • Is this the real problem or merely a symptom of a larger one?
  • Does it need an immediate solution or can it wait? Is it likely to go away by itself? Can I risk ignoring it?
  • Does the problem have ethical dimensions?
  • What conditions must the solution satisfy?
  • Will the solution affect something that must remain unchanged?
  • Will I need help?

Asking these types of questions will outline what all the issues are from various perspectives giving you a firm foundation for exploring options. Depending on the nature of the problem and what it will take to resolve it, it might in extreme cases even be worth letting the matter go. It is important to keep a customer satisfied, but not at all costs. If a customer is being completely unreasonable and demanding then sometimes it is the better option to lose that customer.

Work out what you want out of the conflict

You also need to develop a clear understanding of the expected outcome. This could be; An agreement on acceptable compensation for faulty products or service a better relationship with the other party a mutually acceptable solution to an ongoing work issue the other person to respect your opinion With firm expectations of what would be an acceptable exit in mind, you can then begin To negotiate with the other party until an agreement has been reached.

Brainstorm for options – When all parties concerned have had the opportunity to explain their feelings on the matter, then all of the issues should be out in the open. At this point you can look at the various options available. There might be a number of solutions to the problem which could work for everyone involved. Do not get stuck on one solution just because it's the first one you find. Be creative about the possibilities available to you, and look for common ground. You can decide from the options later.

Evaluate solutions – In deciding the best result from the options available you should weigh up the pros and cons of each one based on the organizations policies and procedures, cost or budgetary constraints, legal ramifications and mutual benefit. When discussing and evaluating options it is often the case that each party will prefer an option that most closely gives them what they want regardless of its impact on the other party. In these cases you need to negotiate and compromise so that an agreement that both parties are satisfied with can be reached.

The Art of Compromise – Compromise does not mean giving in or losing. It means looking for ways to meet each others needs by making concessions to the other party involved. Compromise involves negotiating what you are, or are not, prepared to do in order to get what you want.

You should be open to good arguments rather than pressure or manipulation from the other party. Be open to reason but closed to threats. In difficult conflicts it might be necessary to bring in another person to mediate. This person may need to be skilled, mutually respected, and not have a personal interest in the outcome.

Decide on a mutually acceptable solution – When all available options have been tabled and considered then you can decide on the best one – the one that keeps both parties happy! Make sure each person takes responsibility for agreeing with the decision. This may take the form of a written agreement or contract, or a letter outlining what was agreed to.

Separate your feelings from the problem . When your emotions get tangled up in the pros and cons of an argument you can not reach the best conclusion. If you take a strong position because of the way you feel, you can not work out the best solution to the problem because your perception of it is controlled by things which are likely to have nothing to do with the problem. It's not about who is right or wrong. Arguing over who fault it is or placing blame will do nothing but increase tension and get in the way of resolving the situation. You should not let your feelings get in the way. Points that can help here include:

  • Act and speak calmly. Arguing with a customer or colleague could result in a full blown confrontation. Pause before making a response to them. This will give you time to collect yourself, to calm any irritation you might feel and also gives you a chance to work out how to phrase your response in the most appropriate way.
  • Try to put yourself in the other person's place; Empathise with them. Use expressions such as "I can understand why you would feel that way" and encourage them to share their point of view.
  • Listen carefully and completely to what they are saying. Hear them out without interrupting them. Show you are interested through a positive listening attitude and ask clarifying questions to make sure you have understood them correctly.
  • Be patient and understanding. Do not interrupt them. Once they have had their say, they will generally be a lot calmer and easier to reason with. The problem can then often be resolved in a civilized manner.
  • At the appropriate time, acknowledge their point of view and ask them to give you the court of now listening to your (organization's) position. For example; "I understand what you are saying, may I now explain our position to you, and then we can see how we could solve the problem together?"

Documentation

Recording accurate information about complaints, conflicts and their outcomes is a very important part of any business. This type of information will show (among other things);

  • Areas of the business that are not working properly
  • Processes and procedures that need to be changed.
  • Things that customer like / or do not like about your products or services
  • Gaps in the supply and demand of your products or services

With this information in hand, an organization can then use it to continuously improve its products, services, image and reputation.

Information can be recorded by way of (but not limited to):

  • Letters (or emails) of complaint. These should always be taken seriously. A written complaint should be answered immediately – even if it is simply to advise the customer what will happen next. An investigation of the complaint should follow and the customer should then be advised of the outcome. A report of the complaint and the outcome should then be sent to the relevant supervisor or manager for any further action needed.
  • Notes taken during a phone call or after a face to face meeting. Once again, it is good business practice to record the details of complaints or discussions about conflicts. These notes can be used for the organization's continuous improvement program but they can also be used as reminders of the conversation should a dispute arise.
  • Formal documentation. These could be; Refund forms Credit notes Contracts or agreement forms

Evaluating conflict situations

It is good business practice to continuously look for ways in which an organization can improve its practices and procedures. One of the main ways an organization can do this is by seeking feedback – comments from customers, staff and other visitors to the organization. Reasons for seeking feedback can include;

  • To ensure customer satisfaction and repeat business
  • To maintain its reputation
  • To learn from errors or mistakes
  • To make improvements to the service or product delivery or quality to improve productivity and efficiency
  • Follow up to see if customer is satisfied in the case of a complaint or conflict

In a matter as important as a complaint or a conflict, feedback can also be taken by way of a phone call, letter or even even a personal visit to the person concerned to ensure that any issue that exists between the conflicting parties has been successfully resolved.

When looking for how effective the solution to a conflict was, some of the questions that should be asked could include:

Why did this situation happen in the first place ? A close examination of the circumances surrounding the matter of conflict from both the customers and the organizations perspective can show up problems in procedure, policy or product or service delivery. Issues to look at could include;

  • Was there a breakdown in communication?
  • Is the service delivery as good as it could be?
  • Are the organization's policies and procedures as effective as they could be?
  • Was the service / product faulty in some way?

Did we resolve it effectively ? This is a very important question from the customers and the organizations point of view.

  • For the customer, resolving the problem effectively could mean that they are satisfied, that they have received value for their money and most importantly that they will probably continue to do business with you.
  • For the organization, resolving the problem effectively could mean that they have retained a customer and kept within organizational guidelines and budgets

When looking at how the problem was resolved:

  • Ask critical questions about the output – was it the best possible option for every one concerned? Did it cost your organization money? Too much money? Was the income worth the cost?
  • Evaluate the customer's reaction to your proposal – were they happy with it? Were they prepared to be reasonable? Will they continue to do business with you?
  • Compare the situation to any previous incidents of this nature. How was it handled last time? Is there a pattern emerging that should be addressed?
  • What can we do to prevent it happening in the future? By looking at how the problem occurred in the first place and how effectively you resolved it you can then take any necessary steps to prevent the same thing happening again. This might mean; A change in policy or procedure A change in a product or service training staff in customer service skills Training staff in conflict and complaint handling

By asking these, and other relevant questions, you can make improvements to the organization. This could lead to greater customer and staff satisfaction which will have a positive impact on the organizations continued success and prosperity.

For more information go to: www.lptraining.com.au

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Different Uses of Graphite

Graphite felt is available in several thicknesses and widths to match the specific application. It is most commonly used as an insulating material, such as cladding, heat shields, or filters. Most of the felt is low density to help improve performance by letting a furnace or similar object heat and cool at a quicker rate. This low density also helps to control and stabilize the temperature to create the atmosphere that is more constant and maintains the more productive heat all the way through.

The felt can have an extra coating which is useful to give more protection against erosion. Graphite felt is made to be easy to cut to size and install in place. Plus, there is a rigid form of this material and created in a variety of shapes, such as rings, cylinders and baffles.

Here are a few of the popular uses of graphite:

Ceramics industry

The use of graphite is common in the ceramics industry to help increase performance while the furnaces are working at high temperatures, as well as giving greater mechanical strength and electrical conductivity.

Automotive industry

Graphite is the preferred material to use in place of asbestos in the automotive industry and can feature in a variety of areas, such as the brake lining and gaskets. Plus, it is a major aspect of brushes used in the electric motors.

Defense Technology

Graphite is a practical choice for a wide range of military aerospace vehicles because of the ability to endure high temperature ranges. Also, this material is a useful choice for space shuttles and applied as surface tiles. The material is very stable with high resistance properties, and can endure temperatures that reach up to 3000 degrees C.

Electronics industry

The use of an ultra-pure form of graphite is becoming more popular in electrical circuitry and components because of the increasing reliance on computers. Also, the graphite is a favored choice for electrical circuits and systems that rely on automation.

In addition to graphite, there is also a carbon fiber felt which is a similar type of material and useful in applications that need high temperature insulation, such as furnaces. This material also has high heat properties even with thin layers to provide the reliable and long-term insulation results. Plus, this material is able to avoid contracting or shrinking to help maintain the consistent heat and avoid issues with hot sports or cavities.

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Why Computer Hardware Is Important

In this day and age, it is hard to deny the influence of technology in our lives. We live in an era where pretty much is automated and computerized. And amidst all the technological advancement that humankind has achieved, one important device has been created that will only sure to become more relevant to our lives as technology progresses, the computer. No one can deny that computers are now an essential part of our lives, the same way a cell phone and television does. It is safe to say that in this day and age, having no computer would be an inconvenience. Which is why it is important that we know the how our computer works so that we would be aware of the things that we should do in case it stops working. The hardware of the computer is considered to be the most important because without it, it will simply not work.

Simply put if you know how to handle the hardware of a computer and know each of their function for the unit, then you can easily determine what the problem is in case the unit stops functioning. In order to be familiar with basic computer troubleshooting, then you also need to be familiar with computer hardware. A good example of this is the memory of the computer (RAM). All programs and applications that are ran in a computer needs memory. Without RAM it simply won’t function. Aside from that, even if you have a RAM but it does have the specifications to keep up with the programs that are being ran, then the operation would be slowed down to a crawl. So when it comes to computer hardware, you have to make sure that it is not obsolete, so you need to upgrade depending on what sort of program that you are usually using.

When handling computer hardware, you have to keep in mind some safety measures so you can manipulate the unit safely. Before opening any computer cases, you have to make sure that the unit is unplugged or you might risk electrocution or shocks. While checking your hardware components, always check for damaged parts because that is most likely the one that is causing problems. When inserting components and parts, you have to remember that if it doesn’t fit, then most likely you are inserting it on the wrong slot. If it does not fit, then do not force it or you will risk breaking the component. Before touching any parts inside the unit, make sure that you discharge yourself first by through a grounded metal object or you can use an anti-static wrist strap or mat which is sold in stores for cheap.

By knowing and analyzing every computer hardware part you will know about its importance and if it ever breaks down then you can perform the proper troubleshooting steps. Every hardware component is important for the computer’s operation. The performance of your computer largely depends on how good your hardware is, so be sure that they are always in good working condition.

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