Examples of Students Essays

Carl Rogers – Person-Centred Therapy Essay Example

Carl Rogers – Person-Centred Therapy Essay

Describe Rogers’ theory with attention to the following four areas: * General theory/philosophy * Theory of personality * Acquisition of dysfunction * “Treatment” of dysfunction This essay will begin by introducing Carl Rogers, with a brief description of his upbringing and career background and will go on to discuss the main areas of his theory – Carl Rogers – Person-Centred Therapy Essay introduction. The humanistic philosophy will be explained briefly and will lead on to Carl Rogers’ own humanistic beliefs and the birth of client-centred therapy.

Carl Rogers’ theory of the human personality will be explored, mainly Rogers’ idea of self and the self-concept and a person’s natural actualising tendency. This will lead on to his beliefs around the acquisition of human dysfunction, primarily being the imposed conditions of worth present from birth and a person’s internal locus of evaluation becoming external. This will then be brought to Rogers’ main theories of the “treatments” for these dysfunctions, concentrating on his six necessary and sufficient conditions within a therapeutic relationship and the positive effects these have on the client.

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The essay will then be brought to a conclusion, drawing together the main points and ideas from the essay. Carl Ransom Rogers was born on January 8th 1902 in Chicago, USA. He was one of six children who grew up in a fundamentalist Christian family. While he once felt he was called to become a Christian minister he eventually went on to embark on a career as a clinical psychologist. Rogers found it increasingly difficult to adapt to the ideas of behaviourism and psychoanalysis so he began to formulate his own ideas from his personal experience with clients and thus created client-centred therapy (Thorne, 2003).

The person-centred approach is a part of the group of approaches referred to as ‘humanistic psychology. ’ Humanistic psychology takes a phenomenological approach to the person. It is concerned with the human as an organic being and values human nature above the more scientific theories. It focuses on how the person experiences and perceives themselves and the world around them, whilst also believing the person to be continually in a process of growth.

It also takes an existential view of life, valuing the person’s autonomy and personal responsibility (Merry, 2002). According to Richard Gross, humanistic theories are concerned with characteristics that are distinctly and uniquely human. He describes how we have first-hand experience of ourselves as people and therefore are the experts on understanding our own behaviour. He also explains that Rogers himself saw human nature in a very optimistic light and believed that people are generally good and healthy (Gross, 2010).

A main humanistic belief is that of the actualizing tendency. Rogers himself believed this was a natural part of every human and that it was the single motivation present in every human being to maintain itself, grow, improve and move towards their full potential (Mearns and Thorne, 2007). He also described it as “…the tendency of the organism to maintain itself – to assimilate food, to behave defensively in the face of threat, to achieve the goal of self-maintenance even when the usual pathway to that goal is blocked.

We are speaking of the tendency of the organism to move in the direction of maturation, as maturation is defined for each species” (Rogers, 1951 cited in Mearns and Thorne, 2007). It is clear that he believed it was the fundamental force that drives the person towards fulfilment and development. Rogers’ also had many beliefs around the human personality. Lawrence A. Pervin explains that the main concept in Rogers’ theory of personality is that of the self and the self-concept.

Rogers believed that the individual perceives experiences and objects in the world around them and attaches meaning and value to them. The complete system of these perceptions is known as the person’s phenomenal field. Pervin then goes on to explain “Those parts of the phenomenal field seen by the individual as ‘self,’ ‘me,’ or ‘I,’ make up the self” (Pervin, 1993:174). The self-concept describes how a person views him or herself and is developed over time. It is dependent on the attitudes of the significant people around them, how they relate to the world and their own perceptions of themselves.

The person may trust other people’s ideas of reality and incorporate them in to their self-concept as though they were their own. (Thorne, no date, online) Another main concept within Rogers’ personality theory, as discussed earlier is that of the actualizing tendency. A person’s self-actualization, in an ideal world where it would not be hindered in any way would naturally lead the person towards reaching their full potential and becoming a fully functioning person (Mearns and Thorne, 2007). Rogers’ himself describes this as a process and a direction rather than a fixed destination (Rogers, 1961).

While a person moves naturally towards self-actualization this can be seriously hindered by what Rogers described as conditions of worth. In simple terms this can be described as the shaping of a child’s self-concept dependant on what is deemed acceptable behaviour to the child’s parents. This concept will be explored fully later in this essay. In an ideal world where parents were unconditional in their love for their child, the child would not have to adapt to suit their parents, therefore self-actualizing and growing in to a fully functioning person without any conditions of worth (Merry, 2002).

John Mcleod (2009) explains that from a very early age a child has a strong need to be loved and valued, usually by the significant people in their life, particularly their parents. However the love or approval from parents is not always unconditional and the child may find it difficult to grow with an acceptance of themselves and will begin to mould themselves, their behaviours and feelings in the way that is acceptable and approved of by their parents. Rogers described these as conditions of worth. He describes the self-concept of the child being shaped by their parent’s influences.

Tony Merry explains that babies begin to learn that some things are acceptable and some are not. Behaviour that their parents find acceptable will be rewarded and anything they do not believe is acceptable will be less rewarded or looked upon with negativity. Because of this the child will grow up wanting certain types of experiences, generally those that create positive reactions in people (Merry 2002). Richard Nelson-Jones describes this as a learned need for positive regard from others that will remain throughout childhood and continue in to adulthood.

This can become confusing then, if for instance the child is conditioned to believe that his/her natural behaviour is unacceptable. For example if a child is rewarded for apparent ‘tough’ behaviour and not rewarded, or even disapproved of for a soft nature, the child will begin to value themselves based on others perceptions and ideas rather that their own organismic valuing process. The child’s self-worth will become dependent on the positive regard shown to them by others by behaving in ways that others believe is worthy of respect and love.

The child’s self-concept would become distorted and as they grow in to adulthood they would believe fully that these behaviours are a part of their natural, true self (Nelson-Jones, 2010). Merry describes that someone who has acquired many conditions of worth and whose self-concept is distorted would become incongruent, this means that their conditioned self and their natural, organismic self would not match up. They would search for positive regard from others and have little faith in their own judgments and opinions; they would trust others evaluations and ideas above their own.

Rogers describes this as having an external locus of evaluation rather than an internal locus of evaluation. The person looks for confirmation from outside sources rather than themselves. This would ultimately cause very low self-esteem and self-confidence. Furthermore, if the persons conditioned self and organismic self are un-matching this may cause increasing confusion, tension, anxiety and depression in adult life. Rogers believed that the necessary treatment for these dysfunctions was for the person to experience the correct conditions within a therapeutic relationship.

The person would then be able to dissolve these conditions of worth and gradually their organismic and conditioned selves would merge. The self and self-concept would become one and they would be in a state of congruence. The person would be able to over-come issues such as anxiety and depression and live a more contented life. They would possess an internal locus of evaluation, trusting in their own judgements rather than depending on the opinions of others and would truly accept and understand themselves as individuals (Merry, 2002).

Carl Rogers describes six conditions that he believed to be necessary for therapeutic change. He stated that “No other conditions are necessary. If these six conditions exist and continue over a period of time, this is sufficient. The process of constructive personality change will follow. ” (Rogers, 1957a, cited in Merry, 2002:49). Although most attention were later given to three of the six conditions of which have become known as the core conditions, six were originally described by Rogers as necessary and sufficient for therapeutic change.

The three core conditions are all employed by the counsellor and are attitudinal qualities and values that are more about the counsellor’s beliefs than counselling techniques (Casemore, 2011). The first of the six necessary and sufficient conditions states a need for the client and therapist to be in psychological contact. Rogers believed that significant change in the client could not occur unless they are in relationship. He stated that all that is intended for the first condition is that the two people are in contact and that “each makes some erceived difference in the experiential field of the other. ” (Rogers, 1957 cited in Kirschenbaum 1990:221). The second of the six conditions states that the client should be in a state of incongruence, being vulnerable or anxious. This incongruence, as described earlier in this essay is an un-matching of the person’s self-concept and organismic self. When a person is unaware of the incongruence in them, they can become vulnerable to such things as anxiety and depression (Rogers, 1957 cited in Kirschenbaum 1990). The third condition as Brian Thorne explains states that the therapist should be congruent.

This means that the therapist would be completely themselves, completely transparent and not hiding behind a professional facade. It is the matching of what the therapist feels on the inside with what is portrayed on the outside. This however is dependent on the therapist maintaining a high level of self-awareness in order for them to be constantly in touch with their own feelings so that they are available to communicate this with the client when it is appropriate. Rogers came to believe that congruence was the most fundamental of the attitudinal qualities of the therapist that promotes growth in the client.

The fourth condition requires the therapist to experience unconditional positive regard for the client. This is an unconditional acceptance and caring of the person without any judgement or evaluation. Rogers liked to use the term ‘prizing. ’ Thorne goes on to explain the fifth condition which is that of the therapist experiencing an empathic understanding of the client’s internal frame of reference. Rogers described an ‘as if’ quality that stated the importance of the therapist entering the world of the client, thinking and feeling as if they were the client, without losing the ‘as if’ quality.

It is also of fundamental importance here to communicate this empathic understanding with the client in order for the client to experience this empathy (Thorne, 2003) The importance Rogers placed on the communication of empathy with the client is reflected in the last of the six conditions which states that the client perceives, to a minimal degree the therapist’s empathic understanding and unconditional acceptance for them. Rogers believed that if these conditions were not perceived by the client then they did not exist in the relationship and the therapeutic process would be hindered (Rogers, 1957 cited in Kirschenbaum 1990).

Although Rogers specified that these six conditions together were necessary and sufficient, most attention has been paid to the conditions of congruence, unconditional positive regard and empathy. These became known in the late 1960’s as ‘the core conditions. ’ These three conditions describe attitudes or qualities present in the counsellor and do not describe a technique used by the therapist but are a part of the therapist’s person (Merry, 2002).

Rogers’ (1964) states “If I can create the proper climate, the proper relationship, the proper conditions a process of therapeutic movement will almost inevitably occur in my client. ” Rogers’ then goes on to describe this therapeutic change in more detail, stating that if these conditions were present, a variety of things are likely to happen. He explains that the client may begin to explore their feelings more deeply and begin to discover hidden aspects of themselves that were not previously known.

If a client is prized by him they may begin to prize themselves and if they sense realness from him they may begin to be more real with themselves. Furthermore, if the client feels a deep understanding and acceptance from him, they may be more willing to listen to their own feelings and move towards an acceptance of themselves. Finally, he believes the client would move from having an external locus of evaluation to an internal locus of evaluation, trusting in their own judgments and opinions.

On reflection, this essay introduced Carl Rogers with a brief over-view of his upbringing and career background and lead on to describe and explore his theory of person-centred therapy, paying close attention to four main areas; general person-centred theory, Rogers’ theory of personality, his ideas about the acquisition of human dysfunction and what he believed to be the necessary “treatment” of these dysfunctions. While explaining the general theory of person-centred therapy, humanistic psychology, of which person-centred theory is a part, was explored paying attention to how it views the person.

Generally speaking humanistic theory values the human being and believes the person to be an organic, continually growing being while focusing on how the person experiences and perceives themselves and the world around them. Carl Rogers’ himself was optimistic in his view of the person and believed that humans are generally good and healthy. This then lead on to Rogers’ theory of the actualizing tendency that he believes is present in every human being giving a natural need to grow and develop and become a fully functioning person.

The essay then moved on to describing Rogers’ theory of personality where the self and the self-concept were described. Rogers believed that the individual perceives experiences and objects in the world around them and attaches meaning and value to them. He also believed that a person can unknowingly take on board another’s views and opinions and this can become a part of their self-concept, however distorted. The acquisition of human dysfunction was then described, looking at Rogers’ theory of conditions of worth. Rogers’ believed that a child is conditioned by their parents depending on what they find acceptable.

This can then cause the child’s self-concept to become distorted and for them in later life to possess an external locus of evaluation. The “treatment” of dysfunction was explained in detail looking at Rogers’ six original therapeutic conditions of which he believed were necessary and sufficient for therapeutic change in the client, whilst pointing out the three conditions; congruence, unconditional positive regard and empathy that later became known as the ‘core conditions. ’ The essay then explained finally the positive affects these conditions have on the client within a therapeutic relationship.

Word count: 2,568 References Casemore, R. (2011) Person-centred counselling in a nutshell. 2nd edn. London: SAGE. Gross, R. D. (2010) Psychology : the science of mind and behaviour. 4th edn. London: Hodder Education. Kirschenbaum, H. (ed. ) (1990) The Carl Rogers Reader. London: Vintage McLeod, J. (2009) An introduction to counselling. 4th edn. Maidenhead: Open University Press. Mearns, D. and Thorne, B. (2007) Person-centred counselling in action. 3rd edn. London: SAGE. (Counselling in action). Merry, T. (2002) Learning and being in person centred counselling. nd edn. Ross-on-Wye: PCCS Books. Nelson-Jones, R. (2010) Theory and practice of counselling and therapy. 5th edn. London: SAGE. Pervin, L. (1993) Personality: Theory and Research. 6e edn. Chichester: Wiley. Rogers, C. R. (1961) On becoming a person: a therapists view of psychotherapy. London: Vintage. Rogers, C. (1964) – http://www. youtube. com/watch? v=ZBkUqcqRChg Thorne, B. Article – http://www. elementsuk. com/libraryofarticles/personcentred. pdf Thorne, B. (2003) Carl Rogers. 2nd edn. London: SAGE. (Key figures in counselling and psychotherapy).

Examples of Students Essays

Person Centred Care Essay Example

Person Centred Care Essay

Person Centred Care is a major skills acquired by a healthcare providers.Which main target is individual traits of character in doing health care provision – Person Centred Care Essay introduction. Treat every person as a unique human being disregard his/her age, culture, sex and race.Acknowledge, respect, and take into considerations the choice that every service is entitled to. Set some standards for practice but not so precise to deny the specific application demands of each individual uniqueness. Guidelines might be essential for the care providers to include complex concerns that help the nurses but sometimes leads to apart a patients’ rights.

According to Professor Draper ,getting to know the person behind the illness is the key principle of person centred nursing care.We as the care providers needs to listen diligently to our patients conditions, treat as a unique human being.

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Psychologist Carl Rogers, founder of person care centred define as ” structure result from distributing pont of view and assertion of oneself “. It is a positive persuasion belief of our senses, ideas, and valuing of a person capabilities of what he/she can do. It is having assurance to see her actions as interactions made with confidence. Roger use these therapy in treating individual as a person to improve his quality of life. Carl establish supporting evidence that individual inductive knowledge as the fundamental healthful effect. He also states that the therapeutic process is substantial achievement made by the patient. He strongly believed that his structured analysis should be practice rather than the other way round. His persuasion for the improvement of care is based on sincerely felt or expressed in a genuine emotion in helping patient grief.

Some Psychologist criticised Rogers method for insufficient structure and by Psychoanalyst in providing care relationship , which in some studies, proves to be effective and approved therapy. Carl Rogers optimistic and warmer approach stated that Individuals self concept and understanding modify behavior way and means of letting facilitative attitudes.

The Royal College of Nursing adapted Rogers analysis by using person care centred in all aspect of holistic care system given to patients, colleague, and relatives. It was recommended at all levels of health care organisations from government policy-making to a group of health care providers that they operate. Contributing to the overall idea of excellence care delivered in nursing practice.

By delivering PCC in our practice we combine Rogers method of care a genuinely following the concepts of person centred care by:

Highly consider everyone and by showing them that they are worthy of esteem. Respect and consider their opinions with regards to the whole course of treatment.Listen to their interest, dislikes and honor their views if they refuse to be treated. Respect individual judgment consider it as a challenge for improvement. As a healthcare provider everyone expected to have a different desire and wishes. We hold and accept those attention and disposition into considerations.

Be an open minded with their distinction, dissimilarity, and characteristics quality could adhere corresponds to their needs. Asking for their preference needs could mean a lot in delivering care and building a good therapeutic relationships between them.

According to (Chambo and Amned, 2000), effective communication is versed as a device part of excellence care. Linguistic communication involves knowledge substitute of refining moral and intellectual of a person and cognitive content of individuals.(Gillam and Levenson, 1999).

Continuity and trustworthiness is of great significance vision of nursing care.

(Patmore,2001; Raynos et al., 2001 5WRDU,2007; Francis and Nelten ,2006). It is particularly noted the importance of effective communication towards the whole aspect of care.

Patient security is established in NMC code ( Nursing and Midwifery Council 2008), and the RCN Principles of Nursing Practice (RCN 2010a) as a substantial area of risk of danger every patient in the practice.(RCN 2010b, Principles). Provides updated information about patient safety.

Valuable Things of a Person Centred Care in Practice:

The objective of these study is to transform our knowledge and experience into an excellence accomplishment in in of PCC in our clinical skills. Staff of all levels are expected to use the person centred care as a standard important basis in determinants of the quality care and significantly the client experience of that care. Our contribution as a humane quality of better understanding the sufferings of others and wanting to do something about it. Rogers concept theory was widely used healthcare settings area because it was focus on the humanistic therapies. Better knowledge of ones consciousness rather than external observation.

Person centred care was implemented in nursing practice by taking into considerations client unconditional positive regard.Accept their own personality and characteristics as they really are. To hold and consider their worth and being value regardless of their status in the society. Estimate the true nature of a person is one of the structure model discuss in person centred care. We carefully maintained our positive attitude towards client.

Being empathetic to clients feelings and always participate good communication skills. Understanding truly their feelings. Rogers describe empathic understanding, as an experience of each client, how life was viewed and interpret, but Rogers emphasised that

If you put yourself into their world and truly deeply understand feels to be in their world , without being judgmental you will precisely undesirable believe to be an effective role well in delivering excellence care.

Work as a team by getting assurance, trust, and hope to the people we rendered care. Able to listen and hear what they want and connect to us how we value them. Our positive words with them fully assured with professional confidence. Having the power of positive direction influence our care with our client . Person centred care strengthen our movement in focusing care with them.

Being a role model and implementing person centred care in nursing practice, gives others a chance to follow your acts and play in the same pattern in accordance to NMC code of nursing practice. Inspire and increase everyone confidence to help forward the quality of care in nursing practice. Good motivation and challenges others requires full use of resources in performing most challenging task in delivering care ideality.

To partnerships with families, colleagues and other social care people gives you satisfactory outgrow. Positive relationship and building their trust means a lot to you as a person who gives care with their family. You meet their needs and expectation is already a great contribution in nursing practice.

The Impact of Person Centred Care in all Healthcare Providers:

They are worthy of special considerations, respected by others.

Your contribution using PCC in clinical skills played a positive results. The act of feeling proud in sharing advance role model in your place of work.

The conscientious activity that you intended do in nursing practice gives you accomplishment something.

It is a gift something that is acquired without any receiving compensation.

Exercise your skills with independence and confidence.

Freedom to control and influence of another or others.

Harmonious relationships which established in person centred care.

Your truthfulness would give you space to reflect and develop with each other and to our client.

A positive connections between client feelings supported and wanting to go

extra mile to support others.

Functioning competently. Practicing you skills sufficiently and to be a qualified nurse in future.

Reflecting, listening to each others, a good pathway communication between you and and your colleagues.

Recognition and appraisal in your own orientational team.

Effective communication demonstrated highly authority in your responsibility.

Trust relationship was build up in practicing PCC.

Practicing your skills without any risk of danger to your client or patient.

Positive feedback being rewarded in using person centred care in your clinical areas.

Working in a safe environment.

Patients/ clients receiving excellent level of quality care.

Support your enthusiasm especially among general public, groups, and the organisation.

Excellent planning, knowledge base, update information, good resources and training.

Interact with your colleagues,client as a unique individual.

Being motivated and be ready for any task that are waiting to be done. By using PCC in nursing practice with decreased complai

Examples of Students Essays

Standard 7 Person Centred Support Essay Example

Standard 7 Person Centred Support Essay

1 – Standard 7 Person Centred Support Essay introduction. Promote person centred values in everyday work 1. 1Understand how to put person centred values into practice in your day to day work By protecting the rights and promote the interest of the individuals, strive to establish and maintained the trust of the each individuals, promote individual’s independence while protecting them from harm and danger, respect the right of the individuals while making sure that they don’t harm others. 1. Understand why it is important to work in a way that promotes these values when providing support to the individuals The aspects of health and social care work is important because the care value base able the care settings to meet the need of all the clients. if they did not exist in a care settings then the client/ individual would not reach their full potential. 1. 3Understand how to promote dignity in your day to day work with the individual you support

The care value base sets out rules and guidance for every carer to follow in order to provide service to an individual by: promoting anti-discriminatory practice, maintaining confidentiality of information, promoting and supporting individual right to dignity, independence, choice and safety, acknowledge of people personal beliefs and identities, protecting individuals from abuse, by providing effective communications and relationship, providing individualised care Working in a person centred way 2. 1Recognize the features of working in a person centred way Person-centred approaches are about the individual being the centre of their care and support plan enabling them to have control over their lives. Person-centred approaches are about enabling individuals to live their own lives and not just providing a service. It is about focusing on the individual person’s needs.

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Service user has a right to plan their own lives and be at the centre of any planning that is done for them, a right to be part of their community, and a right to live their lives as they want, and if they need support to do this for this support to be provided in a way in which they want it. 2. 2Understand why is it important to find out the history, preference, wishes and needs of the individuals you are supporting The more you know about the individual the more I will be able to assist them in their needs, wishes and preferences.

Examples of Students Essays

How to deal with an abusive boss Essay Example

How to deal with an abusive boss Essay

How to cover with an opprobrious foreman:

Joanne had worked in a house for over three old ages in the Research Department – How to deal with an abusive boss Essay introduction. She was a hard-worker, turning in every assignment on the due day of the month and being a more than obedient employee. After the terminal of the first twelvemonth, her wellness started deteriorating. She felt ill frequently, describing megrims and easy, her productiveness went down-hill. One twenty-four hours after work, she was seen running out of the office, crying.She hasn’t slept for months, she is ever distressed and unnerved and when asked why, she nods her caput in soundless dismissal.

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Meanwhile, her co-workers point out that their supervisor, Mr.Frederick ever seems to indicate out and take a cleft at her work, and is ever dissing her in forepart of them, when Joanne seems to be making nil incorrect. What is even worse, they say is that although everyone is entitled to be nominated for an employee award, she hasn’t even been listed one time.

Is this form relatable? An American Survey suggests that about every employee might hold faced atleast one case which they may hold to be “abusive” , from their direct supervisor or foreman. An of import thing to clear up here is to decode the exact significance of maltreatment, and its stature in the position quo.

After all, the nature of the remedy can be understood by its possible amendss and features.

Workplace Abuse: Is it Legal? Illegal?

The ambiguity of workplace maltreatment, in all its battalions is the lending factor as to why it has been misunderstood by many, and therefore, it is frequently over-looked by employees and employers likewise.

Remember the clip when your instructor might hold screamed at you in forepart of the full category, for no ground? Or the clip when you felt that the same instructor was pointedly picking on you for no ground?

How is this related to workplace maltreatment, you may inquire, but psychologists province that intimidation and being picked on by instructors are the most fundamental signifiers of maltreatment, and this analogy is cardinal in understanding the way of maltreatment.

Many a times we might’ve been heart-broken and profoundly affected by the reaction and general un-appreciation of the instructor, but is it illegal for the instructor to indicate to you, every clip? And while we are on the topic, is it improper for foremans to maintain seting you down?

Outstanding psychologist, Dr.Lynn Johnson says that workplace maltreatment is clearly different from gender favoritism, racial favoritism and sexual torment. While these are all types of workplace maltreatment, these are the 1s that can be taken into tribunal and can be convicted.

Harmonizing to the Workplace Bullying Institute, we can understand the exact definition of workplace maltreatment and what can be deduced is that anyindicant of changeless bullying,menaces, anyefforts of undermining work chancesandverbal maltreatmentall come under the cover of work-place maltreatment.

Atrocious, right? However, none of these actions have been ruled as “illegal” by states, and therefore is the ground its rampant rise in today’s society.

Signs of workplace intimidation:

Harmonizing to Divergent.com, this sort of maltreatment isn’t specifically set to one gender, and what is more dismaying is that the most common typeset of maltreatment is propagated by adult females higher-ups towards adult females, lending to 60 % of workplace maltreatment. The male on male cases of work-place maltreatment make up 12 % of the pie-chart, 30 % are the cases of maltreatment by a male superior towards female employees.

So, now that we can set up that it can be perpetrated by both genders, across a big spectrum of actions, what are some tell-tale marks of workplace maltreatment?

There are a few words associated with workplace maltreatment, and maintaining in head these words while associating them to the incident where you may probably believe you are a victim.

Isolation:The most important mark of workplace maltreatment is when your superior singles you out and you are the lone mark for his changeless disapprovals, abuses or choler. When a superior behaves this manner to all of his employees, it isn’t so much maltreatment, since it could be a major personality defect. Isolation creates an unstable vacuity of ideas in the heads of the victim, while it may be emancipating to the culprit.

REPETITIVE:When your foreman cries at you one time, he could be holding a bad twenty-four hours. Twice, take it with a pinch of salt. If you find him singling you out and average petroleum and harsh all the clip, you can be certain it is one signifier of work-place maltreatment. Abuse and strong-arming are insistent in nature, since it is an intricate merger of one’s personality towards another, merely perpetrated by manner of their occupations.

Once the maltreatment has been identified, it’s of import to cognize how to face it and cover with it. Here are a few ways:

There are NO fringe benefits of being a wall-flower:

One of the psychological thrusts being workplace intimidation or maltreatment is the esthesis of laterality. And laterality is frequently directed towards the more soundless, lame and obedient. By exerting any of the marks of workplace intimidation, what the culprit Bankss on, is the silence of their victim. By standing up for oneself, this barbarous nexus can be dissipated. When you confront the supervisor, you stand up for your rights and what you are as a individual.

And what you are is strong. Establishing this firmly throws a bully napping and even builds some regard from their side. When you can sternly province that you are guiltless and it is doing you hurt, the scoundrel might merely endorse off.

Bing a door-mat isn’t traveling to work out the job.

Vantage point for the state of affairs:

Workplace intimidation can be hard to descry, and what is most important at this point, is to take a measure back and objectively measure the state of affairs.

Ask yourself some of these inquiries:

-Is my foreman this manner merely to me or in general to all my co-workers?

-Is he invariably mortifying me in forepart of my equals or was it merely my work that was non upto the grade?

-Have I lost out on chances and advantages because of his alleged “dislike” towards me?

Opportunities are that if your foreman shows evident displeasure is unpleasant, you might non be the lone one to detect it. If this is the instance, so it is easier to rectify as you have like-minded equals would desire to work out the issue every bit much as you. One manner to get the better of intimidation is to halt allowing it affect you.That is what the tough wants. Once you are unagitated, patient and strong-minded, you can be certain that their bad attitude will non upset you.

When the traveling gets tough, name in the military personnels:

If you find that your supervisor’s Acts of the Apostless have a toll on your wellness and productiveness and you feel hard-pressed, rattled and insulted due to state of affairss from work, the bounds might merely be crossed off.

Work-place maltreatment may travel unnoticed, but they are similar weeds in a garden of roses.

When one finds that they are merely unable to stand up for themselves, they can describe to the Human Resources Department. Although these patterns may look “tattle-tale”-like, it is of import that you involve people who are designed to work out state of affairss of this sort.

After all, most toughs are unlogical and irrational, so there may be no usage in sitting and seeking to screen it out. They might be able to acquire you a transportation in place or section, and possibly even to throw out the supervisor.

They say that the one thing every employee wants is a safe environment. Workplace intimidation is damaging to the mind of an employee, and it is seen that 60 % of offices have reported atleast one case of work-place intimidation. Eliminating it is every bit of import as eschewing off strong-arming in educational establishments.

After all, looking after your morale is inviolable for your wellness and development, and if the state of affairs isn’t solved, take your endowment and bent elsewhere.

Examples of Students Essays

Promote Person Centred Approaches Essay Example

Promote Person Centred Approaches Essay

1.1 Explain how and why person centered values must influence all aspects of health and social care work:

Because everybody has different belief systems, needs, disabilities, cultures, religious beliefs – Promote Person Centred Approaches Essay introduction. Everybody has their own person centered care plans that help us approach them in an individual way, even if we know how to assist clients we still try to offer those choices and independence. We need to make sure we do not push our beliefs onto those who cannot choose for themselves.

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1.2 Evaluate the use of care plans in applying person centered values:

Care plans are the primary source of client information. We can make individual plans and requirements to suit the specific needs of an individual. The better the care plan the easier it becomes for us to assist a client in their own way without getting into a mess from not understanding the care plans.

2.1 Work with an individual and others to find out the person’s history, preferences, wishes and needs:

Depending if the individual can communicate we can ask them, or their family if they have family, if they have no family and cannot communicate we have best interest meetings to discuss the care that an individual may need. Care plans also have all the information that we need about a person’s history and preferences.

2.2 Demonstrate ways to put person centered values into practice in complex or sensitive situations:

Maybe just sitting and spending time with individuals on a 1:1 basis Intensive interaction with individuals

2.3 Adapt actions and approaches in response to an individual’s changing needs or preferences;

By reviewing care plans on a regular basis

3.1 Analyze factors that influence the capacity of an individual to express consent:

Dementia, understanding, not being able to communicate

3.2 Establish consent for an activity or action:

We have care plans to follow, it explains what individuals need, like. A lot of clients that I work with lack the capacity to make informed choices.

3.3 Explain what steps to take if consent cannot be readily established:

Best interest meetings will be made to acquire consent for those that lack capacity. 4.1 Describe different ways of applying active participation to meet individual’s needs: * Changing the way they approach the activity

* changing the activity to meet the individual’s need

* Variety of activities to suit everybody

* Prompt and encourage them to take part

* Try different activities if the others fail

4.2 Work with an individual and others to agree how active participation will be implemented:

* Team meetings

* Best interest meetings

* Annual review meetings

4.3 Demonstrate how active participation can address the holistic needs of an individual: * More of a social life

* No need to be bored all the time

* Wide variety of activities to choose from

* Can help with communication

* Can give them a better quality of life

4.4 Demonstrate ways to promote understanding and use of active participation:

* Going out shopping

* Doing housework (to what their abilities allow them to do )

* Cooking (or assisting with cooking if they can )

5.1 Support an individual to make informed choices:

If they have the capacity to make a choice then let them make it. Let them know that no choice is wrong and that the choice is 100% theirs to make. Don’t push your opinions onto them. Support them with whatever choice they make. If they lack capacity then best interest meetings will need to be set up so we can make choices for them bearing in mind what they used to like and dislike when they did have capacity or if they show a like/dislike to something.

5.2 Use own work role and authority to support the individual’s rights to make choices: * Listen to them

* Don’t make them choose

* Explain the outcome for either choice

* Give them time to make their own decision

5.3 Manage risk in a way that maintains the individual’s right to make choices:

* Risk assessments

* Safe systems of work assessments

* Write in care plans that they can or cannot make choices for themselves 5.4 Describe how to support an individual to question or challenge decisions concerning them that are made by others: The decision may not be in the individual’s best interest and may cause stress or anxiety to the individual. Make sure that the individual’s voice has been heard and that they are included in any decisions made if the individual lacks capacity it may be good to bring in family or an advocate to speak on behalf of the individual so that they still have a voice and their choices and rights are still there for them.

6.1 Explain the links between identity, self-image and self- esteem: Identity is finding yourself

Self-image is looking at yourself

Self-esteem is accepting yourself

6.2 Analyze factors that contribute to the wellbeing of individuals:

They may have different religious beliefs which could mean that they are not allowed to take part in certain activities or they may have to undertake daily tasks that we don’t need to. If an individual is catholic they may not take part in some holiday traditions such as Halloween or they may like to go to church when others don’t. An individual may cry or scream all the time which can upset others, they may need more 1:1 attention to try and help or they may just need to be away from others to stop everyone being upset.

6.3 Support an individual in a way that promotes their sense of identity, self-image and self-esteem:

A client that has dementia and forgets how to brush their teeth: Explain to them, prompt and show them what to do, make them their own picture cards explaining the task applaud them and praise them for completing the task. Tell them how well they have done.

6.4 Demonstrate ways to contribute to an environment that promotes wellbeing: Taking a client (that wants to go) to church but not taking others that don’t want to go, joining in with a certain task to make the individual know that you take their beliefs seriously.

7.1 Compare different uses of risk assessment in health and social care:

* To protect

* To reduce harm

* To see if any health and safety measurements need to be put into place

7.2 Explain how risk taking and risk assessments relate to rights and responsibilities:

Risk taking- we are not to take risks as our health and others can be put into jeopardy We need to follow all risk assessments that are put into place to reduce risk and harm.

7.3 Explain why risk assessments need to be regularly revised: Things change e.g. someone may have been able to walk around becomes immobile or an individual’s seizures become worse that they need use of bed rails.

Examples of Students Essays

Analyzing Verbal Abusive Relationships Essay Example

Analyzing Verbal Abusive Relationships Essay

Analyzing Verbal Abusive Relationships Pictures are said to be worth a million words – Analyzing Verbal Abusive Relationships Essay introduction. But have you ever taken a moment to analyze a picture such as an Ad or a commercial? Most commercials or ads persuade you to buy something that they are selling usually by cheesy actors or delicious looking food. A majority of these ads are targeted to specific age groups, whether it is for kids, teens, adults, or elders. But others are unanticipated manifestations. For example, the smoking commercials, these commercials show smokers who have serious health problems that affected their life.

These ads use subliminal yet informational text, image, or media and other effects to make an impact. Many Ads can be analyzed with Aristotle’s appeals; the images provided can also be analyzed with the three appeals which are ethos, pathos, and logos. One appeal that’s used to analyze a picture is ethos. Ethos is basically credibility of the author. Viewers are only going watch, read, or listen to something that’s worth it or advertised by a specific company.

More Essay Examples on Abuse Rubric

Anyone who created an advertisement always takes credit for their work and makes a point to show you who is responsible for the ad. The images provided are definitely used for an advertisement and in this case it’s used for verbal abuse and awareness of it. On the bottom of both of these advertisements they have helplines to call to help those who are being verbally abused. With this being shown you can tell this ad was strictly for those who felt they are a victim of being verbally abused.

Notice how both ads are targeted for different age groups. One ad is for teenage girls and the other is for middle-aged women but both show that there is help for both victims at the same hotline number. Another appeal that’s used to analyze a picture is pathos. Pathos is the emotional side of analyzing. These ads persuade a viewer’s emotions. We instantly feel awful for both the girl and the women from the image. Looking at the image of the girl she is obviously sad, upset, and possibly scared.

Around her are negative words that look as if they may have caused her to feel the way she is feeling. The color chosen for this image is red, black, and white. The girl is black and white, as the words surrounding her are colored red. This may be because since each word has hurt her, it is like taking away her true identity and replacing it with harsh a cruel words that give her a feeling of being worthless and self-conscious. The Image of the man and woman has to be one of the more creative and eye opening pictures for any advertisement.

Again this picture is in black and white to possibly create the scene as dark and make viewers realize that this isn’t an enjoyable moment. The man has his hand coming out of this mouth clenching the woman’s hair who is either his girlfriend or his wife showing the redundancy of the image. She is crying, in pain, scared, and sad. The general meaning of this image is to show that words and verbal abuse can be just as equal as or worse than physical abuse. Both images were used for two different age groups with similar examples but different scenarios.

For a teenage girl verbal abuse is everywhere, whether it is from girls that are bullying her at school or in a relationship with her boyfriend who treats her that way. That is why words are surrounding her and not coming from a specific male or female character. The second image of the man and the woman is directed towards woman who are in a marriage or relationship where they are being verbally abused by their spouse, which is why they show a male character verbally abusing the woman.

Also, people who see these ads may not know anything about verbal abuse so it could empower then to go online and learn more about what it is, how to prevent it and to help out those who are being verbally abused. Logos is the last of the Aristotle’s Appeals. Logos is the emotional or motivational appeals to support the advertisement. In both images they motivate women victims to get help if they are in a verbally abusive relationship. It also empowers others to spread the word about verbal abuse.

Some statistics on verbally abusive relationships are: 62% of Tweens (age 11-14) who have been in a relationship say they know friends who have been verbally abused (called stupid, worthless, ugly, etc) by a boyfriend/girlfriend, only half of all Tweens (age 11-14) claim to know the warning signs of a bad/hurtful relationship, and more than 1 in 4 teenage girls in a relationship (26%) report enduring repeated verbal abuse. With these statistics at such a young age is extremely eye-opening. What’s even more scarier is Only 33% of teens who were in a violent relationship ever old anyone about the abuse, eighty one percent of parents believe teen dating violence is not an issue or admit they don’t know if it’s an issue, and a teen’s confusion about the law and their desire for confidentiality are two of the most significant barriers stopping young victims of abuse from seeking help. With woman who are older than 18 they have the same problem. Out of the 35,000 individuals who took part in the survey conducted by the CDC, 89% of the women interviewed, claimed to have been subject to verbal abuse.

Verbal abuse is the same no matter what age you are. This kind of abuse happens and the most likely scenario for verbally abusive situations is between intimate partners, but verbal abuse is not limited to this situation because other types of domestic violence could be part of the relationship. Most woman who are a victim to verbal abuse, are abused by their domestic partner or intimate partner. Usually if the abuser is in the privacy of their own home, they are more likely to become verbally aggressive and abusive, but is done in non-public areas for a means of control.

Verbal threats are also the reason to keep the victims from either leaving or getting help. But verbal abuse is just as damaging to victims as physical or sexual abuse. It leaves victims with severe depression, low self-esteem, self-doubt and self-loathing. It is meant to keep the victim prisoner to the abusive individual and to hurt emotionally. Educating the public and more specifically, victims of abuse, on the warning signs of all forms of abuse including verbal, is important. With more awareness to the general public we can decrease abuse by identifying it and stopping it.

Most areas of the United States offer hotlines specific to abuse and healthcare personnel and law enforcement personnel that can be used to also stop the abuse Images tend to reflect real life situations more than you know, and can also open your eyes to problems that occur in the world that you may or may not have heard of. Next time you see an ad, commercial, or piece of art work, analyze it. Figure out if the image is trying to persuade you to buy something that they are selling or if it has a deeper meaning behind it.

Look for what age group it targets such as kids, teens, adults, or elders. But most importantly look for Aristotle’s Appeals, which are ethos, pathos, and logos. Finally look for any informational text, images, or media that the picture uses to make an impact on viewers. Work Cited http://courses. durhamtech. edu/perkins/aris. html http://www. udc. edu/docs/asc/Literary_Analysis_Essay_Outline_ALIS. pdf http://pages. uoregon. edu/jlesage/Juliafolder/PHOTOANALYSIS. HTML http://www. safevoices. org/statistics. php http://www. loveisrespect. org/is-this-abuse/dating-violence-statistics

Examples of Students Essays

How behavior promotes effective behavior with interaction with children Essay Example

How behavior promotes effective behavior with interaction with children Essay

Child’s illness:

Reasurre and comfort the child.

If a child becomes ill during the school day the class teacher and the first aid person will be informed.

The child will be taken to the sick room and take the child’s temperature – How behavior promotes effective behavior with interaction with children Essay introduction. Should the child have a temperature of 100.4 degrees or greater, the parent will be notified to pick up their child. Check medical history

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The child will remain in the sick room until the parent arrives. Loosen any tight clothing

A report of the incident will be written.

If a child is critically ill or injured, the school will implement emergency procedures which may include CPR, first aid, or a call for an ambulance. Parents will be notified as soon as the emergency occurs.

Steps will be taken by staff members to insure the safety and supervision of the other students.

Child injured:

If the child is injured during school hours it must be reported to a teacher, the nurse or the office staff. If minor, the student will be treated and may return to class.

If medical attention is required, the nursing staff and office personnel will follow the School’s emergency procedures inform t the child parents.

An accident report will be completed for significant head injuries and other serious injuries These incidents must be reported immediately to the person in charge followed by communication to the principal’s office and school nurse for 24-hour follow-up of the injury. Parents will be notified of these injuries.

A copy of the report will be kept in the school clinic file .

Examples of Students Essays

Why do people stay abusive relationships Essay Example

Why do people stay abusive relationships Essay

ke and Tina Turner was a famous couple to compose music in the late 20th century – Why do people stay abusive relationships Essay introduction. (Wikane) The media convinced the world that they were a happy and peaceful couple. During their prime, most did not know that Tina was abused on countless occasions by Ike physically and verbally. In some situations, he would order her to have intercourse with him after a vicious beating. In addition, he threatened her life and to end her career if she told anyone or left him. As many would ask, why would she or anybody else stay in this type of relationship? Tina and a vast majority of victims stay in these relationships because they are truly in love with their abusive partner. According to statistics, “75% of battered women try to commit suicide.” (abetterway) In result of years of suffering, Tina nearly committed suicide. After consistent abuse from Ike, Tina left and filed for divorce. In most cases, women are not financially stable or courageous to leave an abusive relationship or marriage. In some cases children are involved which puts a strain on the victim and the children. According to statistics, the reason behind women staying in abusive relationships is cultural; however, victims that stay to continuously suffer abuse usually recognize three components within their relationship.

Love keeps a victim from leaving their abusive partner because love is one of the primary reasons why abuse is easily forgiven. Yet, victims feel the need to help their spouse from abusive actions by considering counseling but it is all within the abusers decision to change. Love is a foundation that helps victims compromise through abuse in relationships and marriages. When women try to cope with the beatings, statistics say, “Everyday in the U.S, more than three women are murdered by their husband or boyfriends.” (domesticviolencestatistics ) Love makes victims willing to stay in hopes that the abuse will end. Victims usually refrain from informing the police because they realize that their partner could be arrested and imprisoned. Though to some victims this is what abusers deserve, some victims would acquire a sense of guilt if their partner were to be arrested and to lose them completely.

More Essay Examples on Abuse Rubric

According to a global study, “Based on reports from 10 countries, between 55 and 95 percent of women who had been physically abused by their partners had never contacted non-governmental organizations, shelters, or the police for help.” (domesticviolencestatistics) Even some victims feel that if they leave their abuser they may end up in another relationship with another abuser, so their mind is set that there is no purpose to leave who they are currently in love with. After most conflicts, abusers want to show that they love them back by expressing sympathy such as, “I’m sorry, I didn’t mean it, and please forgive me.” Abusers use particular things to get forgiveness which can be materialistic, personality traits such as humor or charm, and memories that the two shared or hope to gain. “The abuser will swear, “It will never happen again” and may shower the victim with gifts and demands that the victim forgive him or her.

There may be so called “makeup sex” which can be quite pleasurable and provide the victim with a sense that he or she is valued and really loved.”(Patricelli) Love keeps victims remaining in relationships but having nowhere to go also keeps a victim retained and vulnerable to domestic violence. Dependency is difficult to swallow when a partner is victim to domestic violence. Finance is not controversial when two revenues combine to make one. Say for instance a woman with a low income job is dependent on her partner for at least half of their joint necessities such as bills, rent, and car payments, she knows how important her spouse is when it is comes to finance. These essentials can control her choice because she knows that without her spouse she cannot provide which makes the abuser feel superior.

Though some victims choose not to jeopardize their own lives because of their spouses, some feel that their best alternative is to leave without hesitation of where they may end up. In a survey by the U.S. Conference of Mayors, 56% of cities surveyed cited domestic violence as a primary cause of homelessness. (abetterway) Dependent income in an abusive relationship can ruin a person’s life but it is much more critical when children are a part of the picture. Family is a precious thing that victims do not want to let go of but children undergo so much when they are in an abusive environment. Some victims would prefer the child to grow up with an intact home so they try to, “Tough it out”, however, this puts the child in serious danger as well. A study by Institute for Children and Poverty stated, “A 2003 study found that children are more likely to intervene when they witness severe violence  gainst a parent-which places a child at great risk for injury or even death.” (safehorizon) At times children are used for threats or a sense of defense. For example, the victim may say, “I will take him/her and never come back if you do not stop.”

On the other hand, abusers may use children to keep control of their victim. For example, “I will kill him/her if you leave.” When children hear this between their parents, children are easily torn from a parent. This puts pressure on the children and makes them feel that they have to pick a side which breaks a relationship with a parent. Children are seriously affected by these traumatizing sightings which can cause them to become scarred. Florida correctional officers were administered online surveys asking a series of questions about beliefs and attitudes about the prevalence of domestic violence. 30% reported that they had directly experienced domestic violence as children. (Colby) Though victims feel it is best for children to be in a well put together home, domestic violence is not an atmosphere for a child to grow up around. It is clear that victims usually focus more of their energy on “if I leave”, not what will happen if I stay.

Though qualities in an abuser stand out over their abuse, it should be known that severity will grow within domestic violence because of the power the abuser has due to essentials. When victims do not leave, it provides the abuser superiority; however, victims that continuously endure domestic violence and stay usually recognize factors in their partner. Domestic violence has reduced because of well spread awareness and empowerment. An emphasis has been put on this crisis for help to be available to victims and to decrease the rates of abuse. With future generations witnessing abuse on a daily basis, it can teach them that this is the way men and women are supposed to treat their spouses in order to express that they are superior. This is an issue that needs to be understood because would you want your child and grandchildren being abused and physically damaged by the person they love without a way out?

Examples of Students Essays

Domestic Violence and abusive relationships Example

Domestic Violence and abusive relationships – Part 61

However, one thing all abusive relationships have in common is that the abusive partner has power and control over each partner hectically and emotionally – Domestic Violence and abusive relationships introduction. Domestic Violence can happen to anyone of any race, age, sexual orientation, religion or gender. Many victims of domestic violence confuse abuse with love and endure this painful abuse for some time until they decide to get help. Unfortunately, in some cases have ended in death. Abusers often make their victims feel like they have no one besides themselves and they are not worthy of anyone.

Part of the pain of domestic violence is feeling helpless, hopeless and invisible. I would like to introduce you to Sheltering Arm’s Domestic Violence Intervention Program. Sheltering Arm’s was founded n November of 2014, with the mission to put a stop to domestic violence. Our attention to individual needs is what set us aside from the other intervention programs. Sheltering Arm’s is a family violence prevention program that help victims of domestic abuse and their dependents secure immediate shelter in a confidential location. All services are free of charge.

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We are a non-profit 501 (c) federally and state funded organization. Our services include providing shelter for victims, prevention and intervention of domestic violence, and increasing public awareness about the prevalence of family violence. In order to qualify, you must be the victim of a domestic violence relationship in need of aid to obtain decent, safe and/or sanitary housing. You will be required to complete a 12 week domestic violence intervention program. Upon completion, we assist victims with low-cost medical and financial assistance, weekly transit cards, food and clothing vouchers.

No victim is to be denied services on the basis of race, religion, sexual orientation, disability, pregnancy, political affiliation, national origin, immigration status or inability to speak English. In many cases victims re forced to leave there belongings behind to escape violent relationships. Our program is designed to help those who are in need off safe house reclaim their personal strengths, gain employment, work toward their goals for the future, and transition into a safe and stable living situation to live as much of a normal life as possible.

Our legal advocates are committed to listening, being emphatic and flexible. They acknowledge and respect the confidentiality and rights of each individual journey towards healing. Sheltering Arm’s advocates is here to help you overcome any obstacles. We assist victims with free legal assistance, obtaining Temporary Protective Orders (TOP), divorce, criminal warrants, child support payments and temporary custody of their children..

Examples of Students Essays

Abusive Customers Cause Emotions To Run High Essay Example

Abusive Customers Cause Emotions To Run High Essay

Telephone customers- service representatives have a tough time these days – Abusive Customers Cause Emotions To Run High Essay introduction. With automated telephone system that creates a labyrinth for customers, results in long hold times, and makes it difficult for them to speak to an actual human being, a customer’s frustration often settles in before the representative has had time to say “hello”. Says Donna Earl, an owner of a customer service consulting firm in San Francisco, “By the time you get to the person you need to talk to you’re mad. ” Erin Calabrese knows all too well just how made customers can get.

A customer’s service representative at a financial service company, she still vividly recalls one of her worst experiences with a customer named Jane. Jane called Calabrese over some charges on her credit card and began “ranting and raving”. Your #% #% companies who do you think you are? Yelled Jane. Though Calabrese tried to console the irate customer by offering a refund, Jane only called Calabrese an “idiot”. The heated conversation continued for almost 10 minutes before Calabrese shaking handed the phone to her supervisor and left her desk.

More Essay Examples on Customer service Rubric

Sometimes customer can be downright racist. One customer service representative finally quit her job at a New Jersey company because she constantly heard racial remarks from customer offer, she contends, they heard her Spanish accent. By the time you leave, your head is spinning with all the complaints, she said. Unfortunately, these employees have little choice but to take the abuse. Many companies require customer service employees to display positive emotions at all times to maintain satisfied customers.

But the result could be an emotional nightmare that doesn’t necessarily end once the calls stop. Calabrese stated that she wound frequently take her negative emotions home. The day after she received the abusive call from Jane, Calabrese went home and started a fight with her roommate. It was an all out battle recalls Calabrese, I just blew up. The former customer service representative who worked in New Jersey also recalls the effect of the abusive calls on her family; my children would say “Mom” stop talking about your work you’re home.

My husband would say the same thing she said. Emma parsons who quit her job as a customer service representative for the travel industry, was frustrated by the inability to do anything about abusive customers and the mood they’d put her in. some times you’d finish a call and you’d want to smash somebody’s face. I had no escape, no way of releasing. She said that if she did retaliate toward an abusive customer, her boss would punish her. Some companies train their representative to defuse a customer’s anger and to avoid taking abuse personally but the effort isn’t enough.

Liz Aherarn of Radclyffe Group, a consulting firm in Lincoln Park, New Jersey says customer service employee who work the phones are absent more frequently, are more prone to illness and are more likely to make stress related disability claims than other employees. Thus it is apparent that in the world of customer service particularly when interactions take place over the phone emotions can run high and the effect can be damaging. Although the adage the customer comes first has been heard by many companies should empower employees to decide when it is appropriate to put the customer second.

Otherwise employees are forced to deal with abusive customers the effects of which can be detrimental to both the individual and the company. Q1: From an emotional labor perspective how does dealing with an abusive customer lead to stress and burnout? Q2: If you were a recruiter for a customer service call centre what personality types would you prefer to hire and why? In other words what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis?

Q3: Emotional intelligence is one’s ability to detect and manage emotional cues and information. How might emotional intelligence play a role in responding to abusive customers? What facets of emotional intelligence might employees who are able to handle abusive customers possess? Q4: What steps should companies take to ensure that their employees are not victim of customer abuses? Should company allow a certain degree of abuse if that abuse results in satisfied customer and perhaps greater profit? W hat are ethical implications of this?