How to Get Inspired Online When Everybody Is Criticizing You

In a world full bashers and trolls, it’s quite easy to succumb to negativity. The internet is creative for people who seek a thriving environment but it can also be destructive to those who are subjected to public shaming.

Staying positive online can be challenging but here are a few thoughts to inspire you:

Everyone has imperfections.
The term “Facebook envy” is true for the majority who think highly of others because of what they see and read on social media like Facebook. Some individuals belittle themselves because their lives are not as good as what others portray online.

However, according to experts, people tend to always show their best side, so whatever posts or pictures we see is only the nice aspects of their lives. Everybody has deep dark secrets too so when someone criticizes you online, just remember that they also have unpleasant realities.

Most have fake identities.
A lot of those who are online are crass because they can easily hide their identity. They aren’t worried about real-life repercussions so they can be rude to their heart’s content. When someone online confronts you, remember that these are mere virtual components who only muster courage from word war. Maintain your decorum and ignore them.

You are worth the attention.
Negative criticism stems from the personal emotions of the person giving it. Bullies hate being topped by others that’s why they bring people down. When you are criticized, just remember that these people are interested about your life or personality and bullying is a means to get close to you. They won’t waste their time on someone not worth it.

People criticize because they don’t understand.
Closed-minded people cannot accept changes, thus they tend to oppose people who are open to it. When you receive criticism from them, just think that they are only manifesting their fears and it has nothing to do with your actions.

You are better than them.
Most of those who criticize people online are bored individuals with no accomplishments so they get envious of those who are much better than them. Look at the bright side and tell yourself that they hate you because they hate themselves.

Staying Positive

There are simple ways to boost your enthusiasm and optimism despite being surrounded by negative energy so read on.

Do what makes you happy.
Keep doing the things you love and feed your passion. Inspiration comes from personal fulfillment.

Think of inner kindness.
Think that everyone possesses innate kindness. Despite their insensitivity, people are always receptive of goodness.

Be grateful.
Always express your gratitude for the little things. Be thankful for even the bad experiences because these teach you valuable life lessons.

Rewards Yourself.
Give yourself a good massage or buy something you like. An incentive for working hard makes you feel valued.

Spend time outdoors.
The influx of technology declined people’s longing for soulful connection. Break the habit and take a vacation to rest your mind. Go on a short trip to rejuvenate and disconnect from your gadgets. Regular breaks prevent burnouts and improve mental health.

The online world can be cruel and overwhelming at times and it can be hard to manage your emotions if you tend to dwell on them. Success online can be achieved by detaching yourself from feelings and expressing your individuality.

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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Why You Should Stop Boasting About How Busy You Are

An Accomplished Life

“Hi Tom, how are you?”

“I’m well Jane, just extremely busy.”

“Oh, I’m glad to hear you’re keeping busy then.”

“Yes, I’m flat out at the moment.”

The above interaction is one that takes place between people on a daily basis.

But what is behind the busyness?

Is it a way to deflect attention from what really matters?

People brag about their busy lives to highlight themselves living an accomplished life to their peers.

Similarly, they may wish to communicate how meaningful their work is and so it becomes a self-fulfilling prophecy.

Being occupied implies oneself is consumed with matters of significance. That is why people state their busyness, to have you know they are important.

Busy people struggle to keep their attention in the present moment because their focus lies in future events and planning for the next project.

“We become active and busy, but this doesn’t actually move us any closer to success. Activity is often unrelated to productivity, and busyness rarely takes care of business,” states authors Gary Keller and Jay Papasan in, The One Thing: The Surprisingly Simple Truth Behind Extraordinary Results.

I question those who have a hectic schedule as a method to divert their attention from connecting with their core self.

The title quote by the Greek philosopher Socrates, invites you to be wary of a busy life which can be barren.

The busy person is disconnected from others, simply because their attention is focussed on their own commitments. There is the impression of a purposeless life, masked behind the facade of a frantic lifestyle.

Busyness can be reframed to imply your pursuits are purposeful instead of busy.

Gary Keller and Jay Papasan affirm, “Don’t focus on being busy; focus on being productive. Allow what matters most to drive your day.”

Busy or Just Unproductive?

You can be busy but not productive and still chase your tail.

Beneath the busyness lies the unconscious desire to be rewarded for hard work.

People believe being preoccupied is impressive and associated with status. You must be pursuing something prestigious, otherwise you wouldn’t be busy.

I’m reminded of an episode in the Seinfeld sitcom where the character George Costanza, played by Jason Alexander, walks around the office looking annoyed. He realises that being busy is associated with stress and works hard to uphold this facade.

He appears irritated, causing his supervisor; Mr. Wilhelm to fear George is cracking under the pressure of his work.

While this scenario is fictional, it shows how people unconsciously use busyness to draw attention to themselves.

Similarly, you may believe multitasking is indicative of productivity. Busyness implies being on top of things which is often the furthest thing from the truth.

“Productivity isn’t about being a workhorse, keeping busy or burning the midnight oil… It’s more about priorities, planning, and fiercely protecting your time,” affirms associate editor at Psych Central, Margarita Tartakovsky.

The busy pandemic comes at a cost to people’s well-being and happiness. You may find it difficult to disconnect from work to spend time with family. These are the pursuits that rejuvenate you instead of deplete you.

Busyness can be a sign of procrastination. It is a smoke screen to cover up being overwhelmed and in need of help to prioritise your life.

Consequently, those in the creative field will tell you they are absorbed in their interests and not busy with work.

It was the late Stephen R Covey, author of The 7 Habits of Highly Effective People who said, “It is possible to be busy-very busy-without being very effective.”

The Demands of a Hectic Schedule

It is vital that you set clear boundaries if you wish to be fulfilled. Busy people find it difficult to say no since they do not wish to offend others or be seen as incapable.

I’m yet to meet a busy person satisfied with their hectic schedule. I’m certain they would trade their frantic life for: less work, more time and money.

Occasionally, you might be pulled by circumstances not of your choosing. Business may unexpectedly increase if you’re self-employed as you try to meet the pressures of growing sales. But that doesn’t mean you are happy if all you are doing is working to provide for the demands of other people.

You have a choice how you spend your time. To claim you are busy is failing to prioritise your time wisely.

“Everybody’s busy. Everyone does the actions. But were they the right actions? Were those actions productive? Did you take a step forward? These are questions that most people never take the time to think about,” reminds us author Jeff Olson in, The Slight Edge.

After all, what is the point of being busy and stressed to the point of exhaustion that your health and relationships suffer, just to improve your bottom line?

Surely, there’s a more efficient way to work in the 21 century while enjoying more leisure time?

Busy people are prone to being overwhelmed if they continue to drive themselves hard. It is not healthy to run yourself into the ground and expect to stop at the drop of a hat.

Something must give. That may be as excessive drinking to help you wind down or toxic behaviours such as: compulsive eating, gambling or whatever distracts you from what is important.

We all have the same hours in the day and how you spend it is entirely up to you. Many people squander their time running around believing they are productive, when they are simply busy due to their lack of organisation and prioritisation.

“We are so busy being enticed by our next endeavour that we forget to savour what is already there and could be deeply meaningful. It is useful to remember the adage “The more things change, the more they remain the same” avows author Bernard Roth in, The Achievement Habit: Stop Wishing, Start Doing, and Take Command of Your Life.

A better way to reframe busyness is to state you are productive or engaged in what you are doing. Conversely, communicating you have taken on more than you can handle, is a step towards reclaiming your lost time.

This is not a cry for help, but exposing your vulnerability to those willing to help you better manage your time.

Find ways to be less busy and more engaged so you are in Flow, as the Hungarian psychology Professor, Mihaly Csikszentmihalyi espouses.

Busyness is a not indicative of a rewarding life if all you are doing is jumping from one task to the next.

Those who manage their time successfully hold on to it like it was their last breath. They prioritise what is important and so should you.

I invite you to think with the end in mind as Stephen R. Covey conveys in his teachings.

Only then will you appreciate what really matters and worth devoting your time and energy towards.

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6 Types of Rolling Contact Bearings

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Make Money Online by Selling Other People’s Products

A lot of people are now getting into internet businesses and online marketing either to add extra income or eventually making it their primary source of income. Why? Because online marketing can provide better benefits!

First, you can contact and communicate with just about anybody in the world who has internet connection if you advertise your products online. That indicates a broader market reach for you, which can convert to larger profits. Second, setting up an internet based business needs only a portion of the cost required to set up an actual company establishment, which indicates lesser expenses for the business owner

Another thing that has drawn a lot of attention from people towards online marketing is the fact that you are not required to have your own product to begin. In online marketing, anyone can start generating profits online just by promoting, or even by just trying to sell other people’s items. Getting started with this type of marketing procedure is actually quite simple. All that you need to do is to set up a compliance agreement with an online merchant or vendor, and after everything is set up, one can instantly begin to generate profits by promoting the vendor’s or the store’s items.

Furthermore, the most popular and the fastest method of selling other people’s products and services on the internet is affiliate marketing. Affiliate marketing, in its basic definition, is a relationship between an internet merchant or store, who has items to sell, and his affiliates, who are willing to sell the vendor’s product on their website.

In a common affiliate marketing set up, the vendor provides his affiliates with advertisements, either banner or text type that directly links to his site. The affiliates will then get these ads placed on their site and they get compensated whenever visitors or product purchases directed to the vendor’s web page. Affiliates are often compensated on sales by commission, although other online product vendors would opt to pay a set fee for the affiliate’s compensation.

Getting started to make money online through affiliate marketing is fast and simple. You just need to sign up as an affiliate marketer to an affiliate program. Another option is to sign up as an affiliate on an affiliate network that hosts different affiliate programs. Signing up usually costs nothing, although some networks might require you to pay a small fee that may be the amount as a payment for the additional service those companies render like tools, webinars and training materials.

When you sign up with an affiliate program, you are usually required to fill up an information form about yourself. Some affiliate marketing programs may also need you to present the URL of your web page and describe its content. This will allow the retailers to verify that you actually have a web page with material that are relevant to their products. Some affiliate programs, however, does not require you to have a website. After filling out the form, you are then free to choose the affiliate programs you want to use.

After signing up with an affiliate program and becoming an affiliate, you are now ready to make money online by selling other people’s products. How do you make money? There are actually various ways for you to generate income as an affiliate marketer, and most of these ways depends on the type of affiliate program you’ve sign up for.

A lot of affiliate programs pay their affiliates in either of three methods: pay-per-click (PPC), payper-sale (PPS), or pay-per-lead (PPL). In pay-per-click marketing, the affiliate is compensated whenever he directs traffic to the vendor’s site. PPS and PPL online marketing programs is different. In PPS, the affiliate only gets paid when his referral converts into a sale. In typical PPS online marketing program, the affiliate would usually get 15% to 20% commission for each conversion. Pay Per Lead works the same way, although affiliates are paid a fixed compensation whenever his referral converts into a lead for the vendor.

Some affiliate programs are two-tier, which means the affiliate is also allowed to refer other affiliates to the vendor. In such affiliate program, the affiliate would not only be paid for the visits or sales that he would redirect to the merchant’s site but also for the visits or sales directed by the affiliates who signed up with the program through his referral.

Another way of earning more profits with affiliate marketing is through residual affiliate programs. Residual marketing programs are affiliate programs where the affiliate gets compensated a number of times for as long as the vendor keeps the customer the affiliate has recommended to his site. One type of residual program gets the affiliate compensated a commission every time the referred customer purchases something on the vendor’s site.

Another form of residual program gets the affiliate paid every month for as long as the merchant keeps the customer being referred.

With a lot of choices available and a lot of methods to generate income, affiliate marketing is simply the most popular and the easiest way to earn cash by selling other people’s products on the internet. As to how much cash an affiliate can generate from affiliate programs actually depends on the affiliate. A persevering and diligent affiliate would certainly get more from affiliate marketing compared to those who would simply sign up and forget about it later on.

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The Etiquette of Using Office Supplies

Just like having a roommate requires certain rules of conduct about sharing a bathroom, kitchen, food etc., the cabinet that holds the office supplies also has its own set of rules. Breaking these rules can have very unpleasant consequences, and you may find when you come to work one morning that all the items on your desk have been super glued onto it, making it impossible to get any work done. It is best to know what the rules are, in case you find yourself in an awkward situation with a coworker regarding who took the last box of paperclips.

Rule #1: Never Take More Than You Need. There is sometimes nothing more frustrating than needing liquid paper, finding it all gone in the supply cabinet, then reporting it to a supervisor, only to find that the person in the office next door has a drawer full of it when you go to ask them if you can borrow some. Having more supplies than you need shortens the supply in the cabinet for other employees. It also makes the person ordering the supplies think that it is being used rapidly, which causes them to order more, spending more of the company’s money. If the company is spending a lot of money on office supplies, and you are hoarding liquid paper in a drawer, don’t expect to get a raise.

Rule #2: If Something Is Gone, Say Something: I know you think your office manager has supernatural powers because they can somehow always catch you watching YouTube clips when you are supposed to be working. The fact is, that your office manager or the person in charge of ordering supplies is probably not a mind reader. If you go to the supply closet, and find that it is lacking something that you need, in order to get some more, you have to report it. If you don’t say anything about it, then you can’t complain when the next order comes in lacking the supplies you require.

Rule #3: Throw Away The Empty Boxes or Containers: One of the most frustrating things that can happen in the office, is for example, having your highlighter run out of ink, going to the supply closet to get another one, picking up the box that contains them, only to find you are holding an empty box. This is an office no-no. If you take the last of something in the supply closet, make sure you throw the box or container that was holding it, away. Not throwing away empty containers and boxes in the supply closet gives people false hope. To prevent your office accountant threatening to staple you to your chair, throw away the box when you take the last highlighter.

Now that you know how to behave and what to in regards to the closet the office supplies are kept in, you should take note. You probably have enough to deal with at work without the person in the cubicle next to you giving you the stink eye for the eighteen boxes of binder clips you have tucked away. Only take what you need, if something is gone, tell your supervisor, and always throw away the empty boxes or containers. If the office accountant does decided to staple you to your chair, it won’t be because you were foolish about the supply closet, it will be because he is crazy.

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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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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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Internet Marketing – What It Is And Why Do You Need One?

Nowadays, Internet Marketing is moving at the speed of the light and if you want to be in the limelight, so, you have to follow it. It is the simplest process of promoting your brand over the internet or intranet and reaching millions of shoppers around the world. It helps to generate leads, which positively increase your overall business profits.

Internet Marketing is a broad term that is divided into different categories like Affiliate Marketing, Display Advertising, Email Marketing, Inbound Marketing, Search Engine Marketing and Social Media Marketing, etc. There are so many reasons you need to add into your strategy and some of them are as follows.

Branding: Needless to say, brand image is important if you want to be in the competition, otherwise, no one will know you. It helps to make a sale and expand your business at a higher level and this is why you should invest in Internet Marketing now.

To Increase The Website Visibility: Another reason you need Internet Marketing is that it helps to increase the website visibility on different search engines. Nowadays, people prefer online than the offline for anything and almost everything, therefore, it is a must for every business to expand them to a higher level.

To Connect With More Customers: No doubt, a customer is very important to make a sale and Internet Marketing helps you to target a wider audience without any boundary restrictions. By the way of this, your brand is promoted worldwide and you are able to make clients nationally and internationally both.

Tracking And Integration: Internet Marketing makes a track record of everything related to your business easier and it even allows you to get integrated with your clients. This may give you an opportunity to know about their likes and dislikes related to your products, so, you can improve yourself accordingly to get better results.

Flexibility: Lastly, Internet Marketing is one of the flexible ways of marketing that give you an opportunity to manage your store easily without any help and support. Besides, it saves your bucks and thousands of seconds, which lead your business to the success.

All in all, it is essential for your business growth and you should never ignore its power anyhow. If you still have any doubt because you are new to the online world, so, you can take the support of a leading SEO Company which engaged in providing Internet Marketing Services at a pocket-friendly price that fits into your budget and gives you the results beyond your expectations.

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The Seven Wonders of the World

The world around is filled with all kinds of wonders and we can gaze at them only by opening our eyes and our hearts. After all you need to believe in magic to be able to believe it. However, if you’re someone who is a bit on the cynical side, we bring to you a list of the wonders that exist all around the world. If you are a fan of archeology, history or travelling you’re definitely going to enjoy this article. Oh and if you plan to travel after reading this, don’t forget to look into Cathay Asia Airlines.

1. The Great Pyramid of Giza
The crown jewel of Egypt and the only surviving architecture from the original Seven Wonders of the Ancient World, this pyramid is truly a sight to behold. This pyramid is said to be built as a tomb to the Egyptian Pharaoh Khufu. The building is approximately 480 feet tall and was the tallest building in the world for more than 3800 years. This pyramid when built was outlined with a limestone casing which with time got destroyed. Now you can only see the casing near the bottom of the pyramid whereas the top exposes us to the inner lining of the pyramid.

2. Petra, Jordan
Petra is often called the city of rose due to the red colored stones that it is made of. This beautiful hidden city is famous for its architectural grace and the water conduit system. Even though the city is located in Jordan, it was actually discovered by a Swiss explorer in the early 19th century. This place is also said to have structures that are more than 2000 years old.

3. Christ the Redeemer, Rio De Janeiro
This miracle took a total of nine years to be constructed due to the its location on the top of a cliff. This is the third largest statue of Jesus in the world. The raw materials for this statue were actually imported from Sweden. This beautiful statue was actually constructed as a sign of peace, to show that Christ loves everyone.

4. The Great Wall of China
This wall that stretches over 8000 kilometers was built over a period of 2000 years and renovated over time by many different Chinese dynasties. It is said that millions of people died while building the wall and that they’re buried within the Wall’s foundations. The Wall is also famous because it is the only structure on Earth that can be seen from the moon without any aids. Fascinating right? Go check it out yourself!

5. The Colosseum
This fighting ground of the roman gladiators took 8 years to build and was designed by the Roman Poet Virgil. The Colosseum has more than 80 entrances and can house 50,000 people at one time. It receives millions of visitors every year and is therefore the biggest tourist attraction in Rome.

6. The Leaning Tower
This beautiful tower located in Pisa is famous because of the way it inclines with height. The architecture has been constructed in a way that makes it feel tilted. If you’re ever in Italy, this is a must place to go to.

7. Taj Mahal
Constructed by an emperor in the memory of his beloved wife, this palace is a symbol of love for the entire world. The intricate architecture and carving inside this Mahal will make you fall in love with it. And if you don’t believe us, why don’t you go see it yourself? All you have to do is book your ticket using Cathay Asia Airlines.

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The Meaning Of Quality In Health Care

The process of receiving health care services at the correct time in the appropriate way and to get the best possible outcome is defined as quality health care.

Six attributes of health care quality

• Safety – Care should not harm any patient.

• Patient centered – Individual needs should be taken care of when providing care.

• Timely – Care should be provided exactly on time.

• Effective – Care must be based on evidence.

• Efficient – Wastage of time should be reduced.

• Equitable – Equal care should be provided to every patient.

What is quality health care?

The meaning of quality health care is not the same for all people. According to some patients, quality care is to consult a doctor, to get proper treatment from the staffs of a hospital and to have a physician who can spend much time with the patient. But all these things are secondary. Clinical quality of care is the most important thing because more lives can be saved by providing evidence-based and high quality care.

Does quality equal safety?

Yes, quality equals safety. The quality of care is to be improved by the health care providers because it can save more lives of the patients.

How is health care quality measured?

Outcome indicators and process indicators are the two ways of measuring quality of care. Timelines and baseline practices are measured by process indicators. Complication rates, mortality rates and infection rates are measured by outcome indicators.

These indicators can be looked at by the consumer to compare the hospitals. National accreditations, recognitions and state of the hospital should also be looked at by you to measure quality.

What are quality measures and quality indicators?

The process of converting the medical information of a patient into percentage or rate to analyze the quality of care provided by the hospitals to their patients is called a quality measure. You will be given information by quality measures about how the patients are provided care by the hospital. This quality information can be used by you to compare the quality care of different hospitals.

What role do nurses and doctors play?

A very important role is played by the doctors and nurses. Quality care should be provided by all the nurses and physicians, clinically and satisfactorily. All the staffs in a hospital such as the receptionist, scrub nurse, hospital administrator, physician and the X-ray technician are responsible in providing quality care to all the patients.

Remember all these features when you will go to get quality health care from any hospital.

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