Italy in the Period of 1922 - 1939 Essay Example for Free

Italy in the Period of 1922 1939 Essay To What Extent Did Mussolini Achieve his Foreign Policy Aims of making Italy Great and Respected in the Period of 1922 1939? When considering this question, we must first look at what Mussolinis aims were, in 1922. These were quite clear; he wanted to overcome the humiliation of Italys mutilated victory of the First World War. The Italian people felt that they had fought the war, like the other Allies, yet not gained the fruits of victory; Italy had entered the war in 1915, on the basis that they would gain their unredeemed land and the Dalmatian Coast, they were promised this in the Treaty of London, that Italy signed with the Allies before entering the First World War. However, the reality was that Italy not only faced great debt, but that she also failed to gain all that she was promised in the Treaty of London. Mussolini, a man very obsessed with Italian protection, aimed to make the Italian army, one that was committed to the country and always on alert. This way, the countrys safety was always ensured. Mussolini wanted revenge on the African colonies that were a constant threat to Italy. In particular this idea was aimed at Abyssinia, who had defeated Italy in 1896 in the Battle of Adowa. Mussolini also believed that if Italy were able to get revenge, she would also gain the respect she lacked in international affairs. This led on to Mussolinis want for territorial expansion. By gaining Italian colonies, Mussolini would achieve the idea that Italy was great and would have respect from other countries. By invading Africa, Italy would not only gain more land, but also it would provide her with good access to raw materials for Italys increasing population. By doing all of the above, Mussolini would also have the opportunity to pursue his aim of civilising Africa, and thus giving way to the expansion of Fascist ideology. It would be spread across the continent without exposing control. Another one of Mussolinis aims was to unify the Italians. Although Italy had been unified sixty-three years prior to 1922, it was still a recent unification, so therefore Mussolini, as a Nationalist, wanted all Italians to unify as one, Fascist group. He aimed to do so through war and conquest. By doing this, he would, in addition, make Italy look great and respected with a nation of loyal, athletic warriors. Mussolini aimed to challenge the French domination of the Mediterranean, and in its place, expand the Italian dominance in places such as Greece and the unredeemed land. Above all, Mussolini had his grand dream of re-creating the great Roman Empire. He wanted a civilised nation and to civilise, in turn, the territories to be conquered. Italy worked hard to gain influence in North Africa, even before Mussolini came to power. The Battle of Adowa, 1896, was a major defeat of Italian Forces by the Abyssinians. Italy suffered many casualties, the prisoners endured horrifying torture and it was a humiliating defeat at the hands of an African country. This led to the huge inferiority anxiety that built up, and added to the feeling that Italy suffered a mutilated victory after the First World War. Italy didnt get the Dalmatian Islands that were promised. Consequently a nationalist rising took place in 1919, headed by DAnnunzio, the very popular poet. This rising proved to Mussolini that aggression and force was able to gain land. The invasion of Fiume was very inspirational to Fascist ideology. In 1922, Mussolinis aims were really no different to that of the Liberal politicians before him. They too had wanted unification and respect. However, both the Liberals and the Fascists faced constraints. Italy lacked both the economic and military resources of a great power. Italy had never been strong enough to compete no challenge the French, nor North Africa or the Austrians in the Balkans. The Italian lack of Empire led to great tensions with the French, particularly in North Africa. An example of this was 18881, when the French took control of Tunisia, Morocco and Corfu. This was when many Italians had immigrated to Tunisia, so consequently they resented the French rule. The international strategy of Italy was to build up her resources, which would enable her to use military strength, and in addition, to use diplomacy. Italy would exploit international relations to achieve the best deal for her. The Liberal politicians used this Makeweight Policy when entering the First World War; they played the two equal power blocks against one another. Italy could offer to join one side, or another in return for concessions. In the 1920s this policy didnt work. Germany was completely crushed by the First World War and Britain and France totally dominated foreign affairs. Therefore, there were no two clear power blocks for Mussolini to play off against each other. This meant that Italy was dependent on British and French goodwill. However, by the 1930s, the makeweight policy could be revived as Hitler rebuilt Germany. Mussolini gave foreign affairs a central importance, as he believed it to be the route for Italy to become great and respected. Mussolini made himself Foreign Minister between 1922 and 1929, but Fascist actual achievements in foreign policy during these years were extremely modest. Mussolinis claim was, I want to make Italy great, respected and feared. Yet his policy seemed somewhat erratic. Mussolini was constantly seeking to put pressure on the diplomatic fabric, to see where it would yield. Moreover, Mussolini aimed to be pragmatic and an opportunist, however he sometimes became irrational and was unable to resist the chance of glory. An example of this was in 1923, the Corfu incidents. These were to promote Italian power and prestige. It indicated Mussolinis petulant outburst, which seemed to go against the pragmatic trend of Italian diplomacy. Likewise, the Fiume incident of 1924 was a Fascist propaganda victory. In 1925 Italy signed the Locarno Treaties, which confirmed the permanence of Germanys western borders and entered into the Kellogg- Briand Pact of 1928 outlawing war. At first Mussolini was not interested in the pact, he rarely took the time to read the details. However, Mussolini did understand the advantages of signing the pacts, it was an opportunity to improve his prestige and power within Italy. The result of Mussolini signing the pacts, were that the British opinion of Mussolini became more favourable and Locarno seemed to indicate that he had, at last moved to a more moderate and sensible course of action. However, elsewhere in Europe, Mussolini was destabilizing the international scene. He was making up for lack of influence in the West, by pressing for advantages in the Balkans. His main target was the little entente of French-sponsored Yugoslavia, Romania and Czechoslovakia. Mussolini wanted to use the Balkan States as client states. At first he used peaceful means, he drew up a commercial agreement with Czechoslovakia and formalised a friendship treaty with Yugoslavia. However, he then over-reached himself in a sudden lunge for territory and glory. This showed Mussolinis obsession with the image of Italy being great and respected. This was when Italy became involved in the Albanian civil war, Mussolini decided to support the rebel group Noli, fighting against Yugoslavias protà ¯Ã‚ ¿Ã‚ ½gà ¯Ã‚ ¿Ã‚ ½, Zogu. This was how Mussolini came to establish Italys virtual protectorate over Albania. His plan was to make it an area for Italian living space, which, he hoped would help to boost Italys economy. This did not go as Mussolini planned, Yugoslavia felt threatened by Mussolini and he lost the chance to detach Yugoslavia from the French system. The Little Entente tightened their link to France and Mussolini felt obliged to sponsor a counter bloc, consisting of Albania, Hungary and Bulgaria. In 1930 Mussolinis aims became slightly different to that of his in 1922. Between 1930 and 1935, Mussolini aimed to make a more definite mark on European diplomacy by a more consistent and less random policy. Mussolini was frustrated by the failures of his aims of the 1920s. Therefore, Mussolini emerged as Europes senior statesman as he had always intended. This gained the respect he had always wanted. Mussolini did this by reshuffling the cabinet in 1932. He was dissatisfied with Dino Grandis conduct of foreign policy, thinking he had been too soft on disarmament. Mussolini therefore, made himself the foreign minister. He said Fascism demanded a spectacular foreign policy achievement, and this would only happen with the conquest of Ethiopia. Mussolini went back to the idea that he would promote the rival blows; Italy would act as a mediator between countries, maintaining a calculated equidistance between the powers involved in any problems. On one side, there was Britain and France, and on the other lay Germany. Mussolini was determined not to commit Italy to either side. Mussolini created the tensions and therefore always benefit. In this way, should Britain and France ever take Italy for granted, Mussolini could always extend diplomatic pressure on them by producing the German Card. This helped Mussolini to appear great and respected by the main powers. Before long, however, this policy became increasingly difficult as Germany came to pose a greater threat to Italian interests that France had. Austria was the source of this trouble. Germany had long favoured the absorption of Austria from the Austro-Hungarian Empire, particularly when Hitler was appointed Chancellor in 1933. Mussolini was desperate to avoid the Anschlufs, as Mussolini regarded Austria as Italys client state. If she lost this, Mussolini would loose respect from other countries. Mussolini tried once again to be a moderator and appear, once again, great and respected by the great powers of Europe. He tried to put together the Four-Power Pact between Britain, France, Germany and Italy, aiming to mediate the tension. However France and Germany would not compromise on anything. Mussolinis plan did not work. In 1934 the Austrian Nazi party was involved with the assassination of the Austrian Chancellor and Hitler wanted to take advantage of this. Mussolini was worried that he wanted to expand Germany territory into Italy and had to not only give up his policy of equidistance, but had to for an Accord with France in 1935 and had to drop his designs in the Balkans. The alliance with France led to the Stresa Front in April of that year, where Mussolini joined Britain and France in condemning German rearmament. In doing this, Mussolini felt Britain and France would be more sympathetic towards Italian ambitions of overseas territory. With this in mind, Mussolini decided on his invasion of Abyssinia in 1935. Ethiopia was a traditional target of Italian colonial aspirations since the 1870s. It went back to Mussolinis aim in 1922 of eradicating the humiliation of Italys defeat by the Ethiopians in 1887 and 1896. A shooting of Italians at an oasis on the Ethiopian side of the border with the Italian Somaliland triggered off the attack. An immediate apology was demanded from Ethiopia and the matter was referred to the League of Nations. Over the next 10 months, Italy prepared for a full-scale invasion of Ethiopia. At first, all seemed well for Mussolini, especially as Britain and France were unwilling to condemn his attitude. Mussolini decided to go ahead with the invasion. By May 1936 Abyssinia fell to Mussolini, and he stated, The Empire has returned the hills of Rome. Mussolini had wanted the war to stir up the nationalistic pride of the Italian people and it had. Mussolini was more popular in the summer of 136 than ever before, he was seen as great and respected by the Italian people. But the war narrowed the range of Mussolinis future diplomatic options, as Britain and France were alienated by his method of conquest and were never to trust Mussolini again. It also increased Hitlers strength in Austria. In conclusion, Mussolinis foreign policy lacked not ambitious aims, but means to go about them. It has been argued that Mussolinis inexperience deterred him from doing well. However, Mussolini did make Italy gain respect from Britain in the early 1930s. Mussolini built up a conventional diplomatic role and became respected. Mussolini did have control of Fiume, and had gained real influence in Albania. Yet he did not have any real gains in Eastern Europe and the Balkans. The French out manoeuvred Mussolini. Mussolinis hands were tied by guarantees. He had no real gains in Austria and therefore no real benefits and in Corfu he had been defeated.

Emotional Labour and Employees in a Face-to-Face Service Environment

Emotional Labour and Employees in a Face-to-Face Service Environment ABSTRACT In many organizations there is an increase in the requirement to carry on emotional labour. Hochschild (1983) argues that these emotional demands have negative effects physically and psychologically. Management evaluations in the Bahamas focus on job satisfaction and not encompassing the employees psychological well being. This study measured emotional labour under the parameters of surface acting, deep acting and burnout via socio-demographics with the method of questionnaire survey. The results showed 1) significance in one of the social demographics for surface acting, 2) no significance for deep acting, and 3) all social demographics showed significance towards burnout. Key words: Surface Acting, Deep Acting, Burnout Emotional Labour and Employees in a Face-to-Face Service Environment Introduction The strength of the hospitality industry is not only getting a job done, but also involves getting the work done with the correct attitude, with the correct degree of authenticity, and with the correct amount of concern for guests. Every organization in the hospitality industry expects that their employees, while interacting with customers, to exhibit certain types of emotions such as friendliness, cheerfulness, warmth, enthusiasm, or confidence. Tourism together with tourism-driven construction and manufacturing accounts for approximately 60% of The Bahamas Gross Domestic Product (GDP) and directly or indirectly employs half of the archipelagos labour force. Prior to 2006, a steady growth in tourism receipts and a boom in construction of new hotels, resorts, and residences led to solid GDP growth but since the tourism receipts have begun to drop off. The global recession in 2009 took a sizeable toll on The Bahamas, resulting in a contraction in GP and a widening budget deficit. Overall growth prospects in the short run rest heavily on the fortunes of the tourism sector (CIA-The World Factbook, 2011, para. 5). In light of this, it is essential that the service rendered by the Bahamian people continues and remains exceptional. Because the interaction between the service provider and customer is the central part of a service experience that affects a customers perception of service quality, it is essential for managers or employers to control or manage employees behavior or emotional expressions to guarantee service quality. Being able to exercise self-control is a key component. However, it cannot be assumed that the employee is always going to be in a good mood. Situations will arise that will bring about negative emotions such as annoyance, anger etc. Imagine being told that one of your colleagues has just passed away. Immediately after learning this information, a guest needs some assistance specifically from you. Or even more so a guest has a bad attitude for whatever reason and decides to spit on you. What should you do? What reaction should you have? An employees emotional reaction is no longer a private experience, but a public act that is controlled by his or her employer. Rules for emotional display are developed, and training programs are mandatory. Hochschild (1983), who was the first to hone in on the effects of emotional work on flight attendants, describes this type of conflict to be emotional labour emotional job demands and emotional strategies necessary to control these demands. It was discovered that emotional labour weight could be classified into five requirements and one stressor. These would be the display of positive emotions, negative emotions, neutrality, sensitivity, and sympathy. The stressor, emotional dissonance, is then what is demanded when these particular emotional requirements are not met. Hochschild (1983) used the description of a drama-where work setting is an act from a movie or play, the customers/guests are the audience, and the individual employees are actors with rules governing how to interact with the customers/guests. At first glance, it may seem that this task should not be a difficult one to perform. It has been argued that displaying positive emotions have a positive effect on the individual. There are three acting techniques researchers have recommended that service employees carry out emotional labor using (Hochschild, 1983; Ashforth Humphrey, 1993). The first is -surface acting- described as the altering of ones external facade to suggest the appropriate or desired emotion-not necessarily personally felt. The second technique is -deep acting- described as a change of not only the external persona, but also the inner mind-set; done through utilizing empathy or sympathy. The final acting technique is -genuine acting- that happens when the employees felt emotions are harmonious with spoken emotions. In many organizations there is an increase in the requirement to carry on emotional labour. The service industry is one where participants are expected to provide exceptional and flawless behaviour. The expectancy to compartmentalize ones personal feelings and serve seems easy enough. Management expects that a service employees first and upmost responsibility is to the client and anything that comes in-between is secondary. Hochschild (1983) argues that these emotional demands have negative effects physically and psychologically. Management evaluations in the Bahamas focus on job satisfaction and not encompassing the employees psychological well being. The existing research conducted on emotional conflict and dissonance; adds vital information to the general body of knowledge. Notably, as the Bahamas number one industry is tourism, indicating a large portion of the population engages in the provision of service. There has been no study has been conducted in the Bahamas in this area. The purpose of this study is to measure employees attitudes towards emotional labour. The essential assumption is that employees attitudes are critical factors in the formation of the professed positive or negative consequence of performing emotional labor. Particularly, at what levels are emotional labour conducted via surface acting, deep acting, and the effect that it has on service workers, and its associated burnout consequence? The hypothesis is that employees attitudes are vital factors in determining the apparent positive or negative outcome of performing emotional labor. It is expected that the findings of this study can contribute not only to the existing body of literature on emotional labor, but also assist managers and others in the service industry to better understand the impact of job demands on employees. It could also assist them with employing ways to assist their employees when coping with certain conflicting situations. The research objective will be addressed by the following hypotheses: H1a: There is no relationship between gender and surface acting. H1b: There is no relationship between gender and deep acting. H1c: There is a relationship between gender and burnout. H2a: There is a relationship between age and surface acting. H2b: There is a relationship between age and deep acting. H2c: There is a relationship between age and burnout. H3a: There is a relationship between industry experience and surface acting. H3b: There is no relationship between industry experience and deep acting. H3c: There is a relationship between industry experience and burnout. H4a: There is a relationship between department and surface acting. H4b: There is no relationship between department and deep acting. H4c: There is a relationship between department and burnout. Previous studies on emotional labour placed emphasis on the service industry employees attitudes towards emotional labour as a collective, not specifically by this demographical assessment. The return rate on the surveys was lower than would have been preferred; however, the assessment was conducive for this study. Review of Literature Todays business environment can be described as turbulent; one that has scarce resources where you are expected to do more with less (Karatepe and Aleshinoye (2008). There is intense competitive pressure and rapid rates of technological changes. One central part of the service industry is the social interaction with customers or guests. Due to the enlargement of the service industry and growing competition, the demand on emotional labour and self control is high. As with any social contact, the obligation to control ones emotions plays a vital role (Zapf and Holz, 2006). In times past the behaviour of employees, the way they responded to employers, fellow employees and customers was not taken into account in a serious way as the work environment was a place where their personal feelings were to be left outside the workplace (Grandey, 2000). Many researchers have praised Hochschilds 1983 study investigating the work of flight attendants, showing that a substantial part of the job was dealing with the passengers and their emotions, to which the term emotional labor is attributed to (Aleshinoye and Karatepe, 2008; Diestel and Schmidt, 2006; Lewig and Dollard, 2003; Tracy, 2005; Zapf and Holz, 2006). Emotional labour involves diverse emotions; whether it is enhancing, faking or suppressing emotions to modify the emotional expression. Conjointly, emotions are governed in response to the display rules for the organization. The notion of emotional labour which is considered a prospective force of customers emotional position and subsequent valuation of service interactions, refers to the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions (Morris Fieldman, 1996; Karatepe and Aleshinoye, 2008; Brotheridge (2002)). The differentiating requirements of emotional labour are (Zapf, Vogt, Seifert, Mertini, and Isic, 1999): (1) the necessity to exude positive emotions (PE), (2) the necessity to exude and handle negative emotions (NE), (3) the necessity to exude sensitivity emotions (SE), and (4) the emotional dissonance felt (ED). The literature on service work highlights the increasing importance of image so that service work ers must be in-perceptively conceptualized as cultural sign vehicles. In recent years, there has been enlarged dialogue of emotions in an organizational context (Sturdy, 2003), enabled by a rising view of emotions as evaluative judgments. An example of this can be seen in the tourism industry of the Bahamas. In the tourism industry, the hospitality product is one of service. One must be friendly, courteous and helpful. The success of this industry depends on customer satisfaction. It is unlike other industries as it is unpredictable (Kusluvan, 2003). The creation of a successful tourism product is based on a duel partnership between the country catering to the tourism and the tourist who visits that country (Dijk and Kirk, 2007). To achieve this unblemished service, employees who are in everyday face-to-face interactions with clients are required to do emotional labour. Schneider (2010) describes it to be ones ability to adapt to change in ones demeanor in order to achieve the best results whether success is achieved or not. It was felt that depending on the cliental, those who work in customer service should be able to adapt to the emotion that would be most effective to meet the needs of the organization (Grandey, 2 000). The emotional labour offered by employees is of vital importance when the aim and goal of the employer is to provide such an experience where both the visitor and the customer would develop an appreciation not only to share with others but would have them returning again and again (Dijk and Kirk, 2007). The appearance of the suitable emotion during face-to-face exchanges is a job requirement for many employees in the service industry. Ruz and Tudela (2010) states that ones state of mind is an essential component in how we relate to each other. We know that if we present ourselves in a positive way we will experience positive results. However, we should be careful as there are persons who can pretend to be positive at times but in truth can display negative actions from time to time causing conflict. It is a strange phenomenon but it has been observed that the behaviour of some persons differ in the job environment as oppose to their private lives (Kusluvan, 2003). At the interaction level, the emotional labour can be seen as a gauge of either positive or negative social relations with customers, while the conceptual level relates to the mechanisms that process the emotional work notion. The latter is more controllable and in some cases becomes an amusing experience for employees who structure emotional labour as a strategic exchange. Dis-identification can seemingly aid emotional labour. This usually occurs in conjunction with accomplishment of ones work when it is ambiguous (Tracy, 2005). According to Karatepe and Aleshinoye (2008) there are three modes of acting, surface acting, active deep acting and passive deep acting. Surface acting occurs when employees falsify their emotions by altering their outer conduct/performance to match the organizational display rules while private feelings continue to be unchanged. Active deep acting occurs when employees have to put forth effort to control emotions by regulating their expressive behaviors and inner feelings. Passive deep acting occurs when employees may involuntarily feel emotions needed for a particular situation. The processes of surface acting (managed observed expressions) and deep acting (managing feelings) coincides with the working definitions of emotional labor as a process of emotional regulation, and they provide a useful way of engaging emotional labor. Ideally, employers would prefer that employees leave their problems outside the workplace. However, as human beings this is not always achieved. If there are differences in how these two processes of emotion management relate to the outcomes, suggestions can be made for organizational training and stress management programs. For the most part, employers, have in place various programs, counseling, fund raising for example, to assist employees to cope with stress. In doing so, it is hoped that employees are more likely to be efficient. Showing compassion in the workplace can be a win-win situation (Frost, Dutton, Worline and Wilson, 2000). In spite of the fact that some customers may be insolent, employers expectation of their employee s is that they display professionalism by displaying tolerance and offering help under all circumstances (Schneider, 2010). Grandey (2000) supports this, stating that when organizational desired results are not achieved, various training programs are conducted by employers in order to destabilize those negative behavioral responses associated with various negative emotions. However, training is only one aspect to enhance behaviour in the workplace. It is important that employees respond to customers in a courteous and pleasant way no matter what the employee may be experiencing on a given day. Again, this response is not always suitable as there are some jobs where employees are expected to demonstrate a more aggressive type of response in order to achieve the desired effect (Nunan and Knox, (2005). Yang and Chang (2008) found that emotional labour should be measured using five dimensions emotional display rule (EDR), surface acting (SA), deep acting (DA), variety of emotions required (VER), frequency and duration of interactions (FDI). Emotional labour was measured with a slightly modified scale utilizing a 7-point Likert Scale. Particularly, the EDR was the level at which employees reported that their emotional displays were restricted by their jobs. The study also took under consideration the socio-demographic variables examined, including age, gender, employment and marital status. Grandey (2003) states that when considering ratings it is felt that the higher ratings should be accredited to the deep acting which is the display of genuine emotions as oppose to surface acting. Dijk and Kirk (2007) describe emotional display rules as rules that require employees to manipulate their emotions in order to achieve goal for a promised award such as an increment. On the other hand w hen they fail to meet the required goal of the organization they can very well encounter disciplinary action. Hochschild (1983) claimed that the way persons conduct emotional labor is predisposed by an assortment of individual and situational characteristics. Seldom is emotional labor formulated as having an interior source of inconsistency, one that is thoughtful of the continuing condition of the person as opposed to being a creation of the circumstances. The individual difference approach to emotional labor involves the measurement of individual dispositions and the supposition that these measures can assist in explaining individual attitudes and performance (Staw Ross, 1985). It can then be understood that persons can be characterized into certain proportions, that these proportions have some constancy over time, and that these dimensions are useful in predicting individual behavior across situations (Staw Ross, 1985). It is proposed that individual characteristics influence the individuals performance of emotional labor through different acting mechanisms, and result in different outc omes. The basic assumption is that, persons with different dispositions evaluate the same emotional display rules differently. A complication in providing emotional labour is increased in employees with restricted backing for power (Tracy, 2005). Zapf and Holz (2006) make reference to Hochschilds argument that conducting emotional labour for long periods of time would overburden the service providers capability to show the preferred emotions. The employee would continue to smile, but the feeling would not be in it. This inconsistency is what is labeled as emotional dissonance. The kind of circumstances that end up in emotional dissonance can easily occur in service interactions. This is because the inconsistent temperament of service delivery as much depends on the situational factors involved such as the employees feelings on that particular day or stressful interactions with demanding or difficult customers. It is difficult, in many instances, to determine that the behaviour of individuals in terms of whether their actions are natural or programmed (Kusluvan, 2003). Lewig and Dollard (2003), states that emotional dissonance subsequently results in depression, low self-worth, despondency and withdrawal from the job. There are times when employees are placed in situations where their emotions are tested and tried by those in administration. These experiences can be taxing on ones health and as a result, leave them drained. In addition, employees become demoralized to the point where those they are expected to service suffer as they are unable to perform their duties in a satisfactory manner (Grandey, 2000). Karatepe and Aleshinoye (2008) noted that employees who are in frontline service jobs are vulnerable to emotional dissonance. They noted that the incongruence between felt and displayed emotions captures two modes of surface acting and passive deep acting which are at the opposite ends of a scale. It also pointed out that emotional dissonance and/or emotional exhaustion may give increase to negative job outcomes such as job performance or job d issatisfaction. Zapf and Holz (2006) further state that the reaction to emotional demands in service work is described as burnout: a syndrome that consists of depersonalization, exhaustion and reduced personal accomplishment. Because surface acting consists of faking ones expressions; pretending to have certain feelings that do not exist. This alone is stressful and can prove to cause one to become detached from ones true feelings and those of others. In addition it can also bring about lack of ones personal achievement especially if the customers were not impressed (Brotheridge, 2002). The long-run effect would lead to psychological ill heath brought about by alienating personal feelings. Lewig and Dollard (2003) further express that the felt emotions and displayed emotions experienced within dissonance can lead to dysfunctional emotional labour for a worker. Tracy (2005) describes the declaration of an elected identity elucidated emotional labour. This identity is constantly reconditioning but it is not real. Kusluvan (2003) expresses that one has to have a keen insight into the behaviour of persons as they are not always authentic. Grandey (2003) discovered that there are ways in which one can determine whether ones emotional display is genuine or not. For example, a smile also known as a Duchenne smile by looking at which muscle around the eye is being used. However it is not clear whether this is so with a faked smile and whether they influence observers in a negative way. Depersonalization is said to be the tendency to treat clients like objects and too change into an unsympathetic behaviour with regard to clients. Because deep acting is closer to actual genuine feelings the chances are that the expectation is that there would be a lower level of depersonalization and that one would experience more personal achievement (Brotheridge, 2002). Exhaustion measures the feeling of the burnout. While personal accomplishment includes the position of having the capability to carry out functions and skills to meet personal goals on the job. Emotional exhaustion is preempted by emotional dissonance. It has been debated that the role conflict is identical with emotional dissonance and proceeds emotional exhaustion. Emotional dissonance as a result leading to unhappiness with a job is foreseen through individuals (Ludwig and Dollard, 2003). Zapf and Holz (2006) make it clear that the need to display negative emotions should not be misconstrued as letting out ones personal negative emotions. Instead, the restrained expression of anger may be used to make plain that one is critically affected by something or one is taking something seriously. Lewig and Dollard (2003) found that while the display of positive or negative emotions as well as sensitivity requirements, are not necessarily stressful. However, they may become so, through emotional dissonance. Zapf and Holz (2006) state, that the explanation for the positive and negative effects of emotional labour on burnout can be divided into two levels: interaction and conceptual. Karatepe and Aleshinoye (2008) found that negative affectivity is positively related to emotional dissonance and exhaustion and that these were consistent with the perception mechanism. They concluded that the face-to-face service providers emotional exhaustion, as they hypothesized, was positively related to emotional dissonance. Yang and Chang (2008) found that EDR was significantly correlated with all job satisfactions subscales as well as the organizational commitments subscale; and interestingly they found no significant relationship between VER and job satisfaction. Lewig and Dollard (2003) discovered that when service workers are given the means by which he or she can manage effective and developing interaction, thereby providing them with a greater sense of self worth, emotional labour becomes functional. Interactions with customers are favorable due to optimism and emotional stability by introducing a barrier between them and the associated emotion. In contrast, it was pointed out that employees experiencing emotional dissonance on a continuous basis lose their scanty resource reservoir and are faced with emotional exhaustion, which gives rise to substantial costs for organizations. This was in spite of the fact that service with a smile was seen as an established job requirement during the selection of new employees in service (Karatepe and Aleshinoye, 2008). Their results also confirmed that emotional dissonance partially mediates the effect of built-in motivation on emotional exhaustion. But consistent with the COR (Conservation of Resourc es) theory where persons seek to acquire, maintain and preserve certain resources, employees with built-in motivation may cope with emotional dissonance, and, as a result protect themselves from emotional exhaustion. Ruz and Tudela (2010) found that persons made more errors and took a longer time completing tasks when the emotions displayed by a customer did not agree with their natural feelings. Karatepe and Aleshinoye (2008) also found in their study that there are employees who are vulnerable to high emotional dissonance. These employees try to concentrate more on their job-related duties and responsibilities in order to protect themselves from experiencing further emotional dissonance to ensure that they perform effectively in the organization. The school of thought here is that emotional dissonance does not have any bearing on job performance. In order to maximize the skills and abilities of employees, it is imperative that employers evaluate those skills and abilities with the view of assigning employees appropriately (Bailey and McClough, 2000). Pugh (2001) emphasizes that organizations would do well to recognize and appreciate the importance of the emotions of their employees because their emotions can make or break their business. Dijk and Kirk (2007), further states that employees must be mindful of the type of environment they provide not only for the tourist that visit their establishment, but also for the persons they employ to perform as there are times when stress can get out of hand. Methodology This study is quantitative in nature, seeking to measure service employees attitudes towards emotional labour, specifically, surface acting, deep acting and the consequence of burnout. The parameter of this study is limited to the hospitality industry; this section describes the sample and sample selection, instrument, procedure and analysis. Sample Sample Selection A sample size calculator publically serviced by Creative Research Systems online was used to produce the sample size. The population: one hundred and sixty-five (165) employees who work at a timeshare resort, using a confidence level of 95% generated the sample size of one hundred and sixteen (116). The sampling parameters focus only on those guest-contact (face-to-face or voice-to-voice) employees who perform emotional labor on a daily basis. The guest-contact employees included in this purposed study are those who work in the Front Office, Concierge, Housekeeping, Engineering and Sales departments. Entry-level employees and middle managers were included in the sample, senior management was not. Criteria for being a participant: Participants must be full-time employees Participants have to be guest-contact employees (face-to-face or voice-to-voice) Procedure A meeting was held with the General Manager (GM) of the timeshare resort to initially introduce and seek permission to conduct this study. After which, the GM was formally presented with a copy of the research proposal and a formal letter requesting permission for the administration of the survey. Permission was granted and the managers of the various departments were notified and advised to inform their respective departments about the administration of the surveys. The surveys were personally distributed and monitored over a three (3) day period. Potential participants were approached and asked to partake in the study; consent was gained from each participant. Each employee was briefed that they could withdraw from the survey at any time. The participants details were anonymous and were only identifiable by gender, age, industry experience and departments. Employees attitudes are critical factors in the formation of the professed positive or negative consequence of performing emotional labor. Particularly, at what levels are emotional labour conducted via surface acting, deep acting, and the effect that it has on service workers, and its associated burnout consequence? This question was addressed by the following hypotheses: H1a: There is no relationship between gender and surface acting. H1b: There is no relationship between gender and deep acting. H1c: There is a relationship between gender and burnout. H2a: There is a relationship between age and surface acting. H2b: There is a relationship between age and deep acting. H2c: There is a relationship between age and burnout. H3a: There is a relationship between industry experience and surface acting. H3b: There is no relationship between industry experience and deep acting. H3c: There is a relationship between industry experience and burnout. H4a: There is a relationship between department and surface acting. H4b: There is no relationship between department and deep acting. H4c: There is a relationship between department and burnout Instrument. A self administered survey was used to collect the data. The overall design was a survey constructed with the influence of the extensive literature review. A five point Likert scale was used with the options of Always (5) to Never (1) accompanied each question. There were no verbal labels for scale points 2 through 4; this indicated the equal interval of one between them within the range 5 and 1. Emotional labour was measured by Q6, Q7, and Q11; surface acting was measured by Q8, Q9, Q11 and Q12. Deep acting was measured by Q13, Q14 and Q15, and burnout was measured by Q16, Q17 and Q18.  [1]   With the use of a convenient employee sample approach to collect data, there were some constraints in terms of this studys sample requirements as 116 surveys were attempted, only 64 surveys were adequately completed and admissible for analysis. The data was then analyzed was carried out in each socio demographic (gender, age, industry experience and department) using the t-test and single factor ANOVA analysis. The t-test was carried out to compare the means of each participant for either questionnaire to check the questionnaire was reliable over time. When multiple t-tests are conducted a significance problem develops and reduces validity. The ANOVA analysis overcomes this problem by detecting the differences as a whole. Findings and Analysis The demographics of the study sample indicated that 45.31% of the respondents were female and 54.69% were male. All of the respondents had industry experience of at least 1 year, and most of them had more than ten years experience (39.06%). Table 1 shows the descriptive analysis means, standard deviations, variances and skewedness of variables used in this study. Table 1 Means, Standard Deviations, Variances, Skewedness M SD V Emotional Labor 3.99 1.35 1.84 Surface Acting 3.61 1.55 2.40 Deep Acting 3.50 1.40 1.97 Burnout 2.90 1.53 2.34 The total sample (n=64) averaged the experienced of emotional labour at 3.99 (SD=1.35), surface acting at 3.61 (SD=1.55), deep acting at 3.50 (SD=1.40) and burnout at 2.90 (SD=1.53); each mean out of a possible 5. This shows that the majority of the responses were close to the respective means. Individual T tests were used to analyze the differences of surface acting, deep acting and burnout amongst the demographics. The means from the total sample for SA=3.17, DA=3.3

Importance Of The Nile River For Egypt

Importance Of The Nile River For Egypt Water pollution is the presence of any substances in water which can be harmful for plants and animals that live in water or people who use it. In other word it is the change in the chemical or physical properties of the water and this change can lead to cause damage and health hazards to animals and plants that live inside it or organisms that use it. (1) Importance of the Nile River for Egypt The Nile River is the primary water resource in Egypt, where it represents more than 95% of the total water resources in Egypt and it is the lifeline for Egypt and there are many reasons for its importance which are: Egyptians depends on it to acquire fresh water to use it for various purposes such as drinking, cooking, cleaning and other household uses. Use it for agriculture where fertile land formed around the Nile River and they irrigated by Nile River. The Nile River is an important source of fish. It is used in water transportation because it passes from south to north Egypt. Industry in Egypt depends a lot on the waters of the Nile River. Recently after the construction of the High Dam became the Nile River is an important source for generating electricity to Egypt. (2) (1) http://www.smokefreecolorado.com/cause-for-water-pollutions/ (2) http://answers.yahoo.com/question/index?qid=20090216123423AALSyKI Causes of pollution There are many sources of water pollution in Nile River. Industry Wastewater: Industry is an important user of water. In same time is an important producer of pollution. Water is very important in industry. Water demand for industry was 3.6 Billion Cubic Meters BCM/year in 2000. And they expect to be 5.5 Billion Cubic Meters BCM/year in 2017. So, when industry increases, the water demands increase.(1) Municipal Wastewater In the city, the water which used by people going down through various treatment processes to make it healthy as possible before release it back to environment. Treating water is help to minimize the negative effects of wastewater on the environment. However, some poor cities along Nile River cannot use treatment facilities which are expensive for them. The only way they can use it is dumped in the river without treated. (2) Statistics show that, all governments generate 3.5 Billion Cubic Meters BCM/year of wastewater. Of these wastewater 1.6 Billion Cubic Meters BCM/year receives treatment. In 2017, 1.7 Billion Cubic Meters BCM/year will receive treatment. Although the capacity will increase but it will not be able to covers all wastewater. As it is show in table (1) the number of people serves increase and number of people not served increase because increasing in population. (3) http://www.irgltd.com/Resources/Publications/ANE/2002-09%20Survey%20of%20Nile%20System%20Pollution%20Sources-Egypt.pdf http://sitemaker.umich.edu/sec004_gp5/pollution http://www.irgltd.com/Resources/Publications/ANE/2002-09%20Survey%20of%20Nile%20System%20Pollution%20Sources-Egypt.pdf So, it will not be able to decline the amount of wastewater that is not receiving treatment. (1) Agriculture Wastewater Agriculture is larger consumer of water. And it is in same time contributed in water pollution. Runoff from the agricultural sector frequently contains pollutants that may have an adverse effect on the river. Pollutants such as salts, nutrients like phosphorus and nitrogen, and pesticide residue can be found in this runoff. Agricultural runoff often is a à ¢Ã¢â€š ¬Ã…“non-pointà ¢Ã¢â€š ¬Ã‚  pollutant, in that it can come from anywhere in a region, and not from a specific drain. This can make it difficult to There are also problems associated with agricultural runoff seeping into the groundwater as well. (2) Effect of population There are many effect of Nile river pollution. Some of these effects are: The presence of oil on the surface of the river works as a buffer between the sun and the plants. This leads to death of fish and Lack of food for humans. In addition, that will decrease the number of fishermen à ¢Ã¢â€š ¬Ã…“Many fishermen have either left their jobs altogether or migrated,à ¢Ã¢â€š ¬Ã‚  el-Fikky said. (3) http://www.irgltd.com/Resources/Publications/ANE/2002-09%20Survey%20of%20Nile%20System%20Pollution%20Sources-Egypt.pdf http://sitemaker.umich.edu/sec004_gp5/pollution http://www.irinnews.org/Report/87416/EGYPT-River-pollution-hits-Nile-fishermen The solid waste thrown in the river hinder the movement of fishermen net and torn nets which reduces the amount of fish and increase the cost on the fishermen. Saed said he usually catches 2kg of fish a day that equal to US$165 a month, but over the past few months he has had an additional headache: his net needs replacing not every month as in the past but every few days, costing him up to $144 a month. The Nile river is source for drinking but because it polluted by human that could cause a harmful effect on human and cause a dangerous diseases. Not only for people whose drink from it but also for people who eat fish or plant from it. (1) http://www.irinnews.org/Report/87416/EGYPT-River-pollution-hits-Nile-fishermen Abstract Water pollution is a serious problem for the all world. And it is considered to be one of the most harmful problems affecting Egypt. The pollution of Nile River is increase especial in the past few decades. Although the Egyptians love the Nile River a lot and it is important for them, not only in economic terms but it has a significant meaning for them. But this did not protect it from pollution. In this report I will explain the meaning of water pollution. Then, I will take about the important of Nile River. After that, I will talk about causes of Nile River pollution which are industry wastewater, municipal wastewater and agriculture wastewater. Final, I will take about effect of Nile River pollution. Introduction Water covers more than two thirds of the Earths surface; and the rest taken up by land. When the population are increase, the demand for water sources are increase. One of these fresh water resources is Nile River. As we know water is essential for life. No organism can live without it. Water pollution is problem effect human, animals and plants. And it caused by different resource. In these report I will try to find the main causes of water pollution in Nile River and the effect of that pollution. Summary In the summary, as you see all water pollution in Nile rive and in any place in the world created by human and then he try again to solve it what he already create. I advice all people to maintain the environment. And keep the water clean. Conclusion In conclusion, I learn from these report that human create problem. Then, it is adversely affecting our life. For that, I think that the maintain of the environment is a joint operation between all members of the community. UAE University Faculty of Science Department of Biology Principles of Environmental Science Done by: Shaikha Mohammed. ID: 201003128. Instructor: Dr. Tarek Youssef.

All about jack in the lord of the flies :: Free Essay Writer

All about jack in the lord of the flies The opening chapter begins with two boys, Piggy and Ralph, making their way through the jungle. We learn, through their dialogue, that they had been travelling in an airplane with a group of British school children. The plane had presumably been shot down and crashed on a an island in the Pacific. It is hinted that the rest of the world is at war, and that most of it has been destroyed by nuclear attacks--possibly explaining that the children were being evacuated. A storm has come and gone, washing the wreckage away. Ralph and Piggy meet and revel at the prospect that they are alone on a tropical island with no adults. They make their way to the beach where they find a large conch shell. Using the shell as a horn, Ralph summons any other children that may be on the island. They begin to come from the jungle and Piggy tries to take names. Along the beach two marching files of black-clad children approach. This is the first we see of Jack Merridew (who, oddly enough is the only child, besides Percival, whose last name we will learn). Piggy is immediately singled out by the group and made fun of. The children do not like him and never will. Being children, and at first thinking that survival is a game to be played and that rescue is inevitable, they decide to vote for a chief "to decide things." It is obvious the only two contenders are Jack and Ralph. Ralph is voted in; he had possession of the conch--already magical in quality to those present--and seemed the most able. Jack's black-clad choir are designated as hunters upon Jack's insistence--already revealing his need to hunt and kill. Ralph's first decision as chief is to send a party out to investigate whether or not they are really on an island. Himself, Jack, and Simon leave to scale the mountain. As they climb the pink granite, they take time to have fun and roll a large boulder off the edge to watch it be destroyed "like a bomb." This need to destroy begins with this innocent rock-rolling and will eventually culminate with the killing of a sow, Simon, Piggy and the hunting of Ralph later in the story. They reach the summit and indeed discovery they are on an island, apparently uninhabited. A new friendship developes between Ralph and Jack. They savor the "right of domination," and Jack comments about how they will have fun and hunt "until they fetch us." Jack believes rescue is inevitable and these thoughts will contribute to his

Terrorism - No Public Discourse on Terror :: Argumentative Persuasive Topics

No Public Discourse on Terror Rep. Barbara Lee (D-California) said the following in casting the lone vote against giving President Bush full congressional approval for carrying out his War on Terrorism as he sees fit: I am convinced that military action will not prevent further acts of international terrorism against the United States. This is a very complex and complicated matter. . . . However difficult this vote may be, some of us must urge the use of restraint. Our country is in a state of mourning. Some of us must say, let us step back for a moment. Let us just pause for a minute and think through the implications of our actions today so that this does not spiral out of control. . . . I have agonized over this vote, but I came to grips with it today and I came to grips with opposing this resolution during the very painful yet very beautiful memorial service. As a member of the clergy so eloquently said, "As we act, let us not become the evil that we deplore." I agree. But what is striking to me as a linguist is the use of negatives in the statement: "not prevent," "restraint" (inherently negative), "not spiral out of control," "not become the evil that we deplore.'' Friends are circulating a petition calling for "Justice without vengeance." "Without" has another implicit negative. It is not that these negative statements are wrong. But what is needed is a positive form of discourse. There is one. The central concept is that of "responsibility," which is at the heart of progressive/liberal morality (See Moral Politics). Progressive/liberal morality begins with empathy, the ability to understand others and feel what they feel. That is presupposed in responsibility-responsibility for oneself, for protection, for the care of those who need care, and for the community. Those were the values that we saw at work among the rescue workers in New York right after the attack. Responsibility requires competence and effectiveness. If you are to deal responsibly with terrorism, you must deal effectively with all its causes: religious, social, and enabling causes.

Professional Development of Nurses Essay

In 2008, the Institute of Medicine (IOM) partnered with the Robert Wood Johnson Foundation (RWJF) to form an initiative on the future of nursing. The RWJF is an independent organization that focuses on healthcare innovations and programs such as childhood obesity, health coverage, and public health. The IOM is a non-government resource that assists the government and private agencies in making informed decisions about healthcare issues (â€Å"ISNA bulletin,† 2011, p. 11). This 2 year study focused on the current state of healthcare, specifically nursing, and provided recommendations to improve the nursing profession and enhance the infrastructure of healthcare. Key points were safety, technology, and interdisciplinary collaboration of practice. The study focused on nursing education, practice, and nursing’s role of leadership (Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine [RWJF], 2011). The focus on education was primarily driven to advance the educational system and to further advance nursing care in the changing face of healthcare reforms. The study showed that nurses have a significant impact in healthcare, with more than 3 million members; they are posed to generate a large role in the reform of the healthcare system (Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine [RWJF], 2011). The IOM strives to achieve higher levels of education through improved educational systems. Nurses are encouraged to practice to the full extent of their education and training. The IOM initiative is promoting removal of the barriers that are in place regarding scopes of practice for advanced practice nurses and to standardize the scope of practice delineations across state lines. The report recommends support of nursing education and programs expanded to graduate more upper level nurses who will then focus on becoming educators. The goal of the IOM is to have 80% more baccalaureate prepared nurses by 2020. By increasing the number of nursing programs that are now in place and changing those from purely traditional learning to a hybrid of traditional and innovative or online programs more nurses will graduate with higher degrees. Intensifying the traditional curriculum to include interprofessional collaboration, communication, and systems thinking helps to encourage higher level thinking and superior leadership skills. Additionally encouraging nurses to engage in lifelong learning to retain and renew competencies is very important; the competencies should be relative to the knowledge, experience, and practice of the nurse. Another part of the education process is the implementation of nurse residency programs. These programs are important because it takes time and experience for a nurse to become fully prepared to be functional in the acute care setting and these new opportunities will encourage the nurses to stay at the institution. This IOM report has a tremendous impact on nursing practice, particularly in primary care with the focus being on increasing nursing education to provide higher quality care for the patients. Keeping up with facility and national competencies is important to ensure that the nurse’s practice is up to date and current. Improved technology also increases the nurse’s efficiency and the amount of time that the nurse is able to spend with their patients. Additionally, this helps with the education of the patient because when the nurse is able to spend more time with the patient more effective teaching is done. Patient safety is one of the most important parts of nu rsing and by utilizing education as well as technology nurses are able to prevent critical errors and maintain patient safety more effectively. With the new Patient Protection and Affordable Care Act (PPACA) traditional healthcare is evolving to patient centered care delivered in the community rather than in the acute care setting. Advanced practice nurses will have a bigger â€Å"voice† in the community and an enormous impact on healthcare. This will impact me in my nursing facility because as I am better educated and up to date on my competencies, my patients are safer, I am utilizing the most recent technology in caring for them, and therefore providing them the best and safest care. The IOM report is describing an ideal world where nurses are significant as leaders, in a partnership with physicians and other healthcare professionals, in redesigning the healthcare system. To accomplish this reform, nurses must be educated as leaders by focusing on communication, professionalism, interprofessional collaboration and decision making (â€Å"ISNA bulletin,† 2011, p. 12). The nurse should be actively involved in identifying problems, collaborating with the physicians to seek solutions, and be committed to providing safe and effective healthcare to the patients and community. Leadership also plays an active role in policy making, institutional model development, and improving work processes. Nurses, with their backgrounds in patient care, have a unique understanding of patient well-being, institutional policies, and flow of the healthcare team which helps them to be on the forefront of change. In closing, the IOM report is a detailed description of recommendations that describe how nurses can and should be actively participating in the healthcare reform. It is time for a change and nurses have the opportunity and responsibility to participate in these transformational changes. Education, leadership, changes in nursing practice, and collaboration of the healthcare team are the keys to change. References Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine. (2011). Institute of Medicine. [Article]. Retrieved from http://iom.edu/~/media/Files/Report%20Files/2010/The-Future-of-Nursing/Future%20o Fights, S. D. (2012, March/April). Nurses Lead From Where We Stand: How Can You Impact the Future Of Nursing? [Article]. MEDSURG Nursing, 21(2), 57-58. Retrieved from http://library.gcu.edu:2048/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=a9h&AN=74576360&site=eds-live&scope=siteâ€Å">Nurses Lead from Where We Stand: How Can You Impact the Future of Nursing? IOM Report on the Future of Nursing: Leading Change, Advancing Health. [Journal article]. (2011, January 11). Med-Surg Matters, 1, 3. Retrieved from http://library.gcu.edu:2048/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=rzh&AN=2010978901&site=eds-live&scope=site†>IOM Report on the Future of Nursing: Leading Change, Advancing Health. Visioning the future of nursing: analysis of the IOM/RWJ foundation report [independent study]. (2011, august, September, October). Indiana State

Chilean Copper Mine Collapse Report

Week 4: Chilean Copper Mine Collapse Report Monique Carr BCOM/275 February 21, 2013 Instructor: Yuvonne Richmond Chilean Copper Mine Collapse Report In the article that I had to research called â€Å"Over 30 workers trapped after Chilean Copper Mine Collapse† (Weik, 2010) it talks about what occurred on August 5, 2010 in which the San Jose mine collapsed trapping approximately 30 workers.The article indicated that prior to the collapse a fatal accident occurred in 2007 which closed the mine for a period of time but later opened in the later part of the year. It also detailed that the rescuers were attempting to locate the workers so they would be able to drill their way into the mine in order to provide the workers with food, water, and oxygen but a second collapse occurred during that process.The additional articles I reviewed regarding this report did not provide enough detail regarding the status of the minors and their health but stated more about the company reasons to wh y this event occurred and providing statements such as â€Å"Major mining accidents are uncommon in Chile, the world’s top cooper producer† (Arthur, 2010) and stating â€Å"How Chile is the top copper producer in the world so mining accidents are uncommon in when its monitored so closely by authorities† (Soto, 2010). Basically, the articles never really explained why and how this incident occurred the communication was not very effective.Effective communication is very important regardless of the way it is used to communicate with the audience. Some of the considerations to be given in the different roles and speaking with the different audiences you must consider the communication barrier, cultural diversity, perceptions, and body language of your audience. If the communication is done incorrectly it could possibly affect not alone the families of the workers but also the reputation of the company. The representatives who speak on behalf of the ompany will have to be skilled in knowing what to say, how to say it, and finding the right way to deliver the news to the families, public and etc. The incident that occurred affected many people across the world especially the families that were involved. The families were upset and frustrated because they wanted answers about their loved ones and wondering if they would make it out alive. The mining company must possess some sort of responsibility to make sure the families of the workers are updated on everything that is happening and the precautions they will be taking to ensure the safety of their loved ones.The ways of communication would be to provide detail knowledge of the event by conducting a face-to- face meeting, explaining the different implementations that would be in place to convince them that the company is working night and day to get everyone out with safety and security. Also, providing the families with written confirmation on everything that is being done to take place and ex plaining that once the miners are rescued what the next steps are to help them mentally and physically.The main aspect of the communication to the families would be offering counseling sessions to prepare the families for any bad news that may happen within the days there loved ones were trapped in the mine and any information relayed by the experts would also be communicated to the families. Another factor to consider is the communication the company must have with the employees of the company and that would also include the workers that are trapped in the mine.The proper communication would be email or setting up a webex which is an online meeting tool that you are able to have updates and presentations presented even to the employees that are out of state or even out the country. The communication should be detailing the safety and well-being the company has for its employees and being mindful of the safety precautions for each individual. Also, the company could set up an employ ee benefit hot line so counselors are able to speak with anyone day or night that may be affected by this incident.The actions that I would take before and after the message is delivered to the families, employees, and audience is to conduct follow up meetings and communications in email. The follow up process will clarify the things discussed to all parties about the incident and what procedures will take place for the workers in the future. It is very important to send documentation about every timeline of the event that can be stored for legal purposes and company’s records. The Chilean mine incident story captured global attention from many.This rescue is a tribute not only to the determination of the rescue workers and the Chilean government but also the unity and resolve of the Chilean people who have inspired the world,† Obama said in Washington (Wade, 2010). Two Communications from the Mining Company To the families of the Chilean miners, We would like to take t his time to first extend our prayers and condolences to each of you and your families. I called a face –to- face meeting with you all so we can answer any questions and provide you all with updates on the process of getting your loved ones out the miner.We are working diligently day and night to ensure the safety of our employees’ and your loved ones. There will be ways of communication given to the miners from the company and to the families. Please do not hesitate to contact us when you have a question or concern by email or phone. To the Chilean employees: I would like to thank each of you for the support and contributions for your willingness to help assist with getting your coworkers released from the mine.In the last few days we have overcome many obstacles and are facing great challenges, however with your prayer and support to the families we will look for a greater response with a great solution in getting our employees home. We will be having daily teleconfer ence meetings and also follow up emails. This is to keep everyone aware of the status of the miners update and also answering any questions or concerns you may have. Last, please do not hesitate to contact the Employee Benefit Help line for counseling. We will get our friends, coworkers, and family home. Thank you. ReferencesWade, T. , (2010, October 13) Chilean miners rescued after 69 days underground. Retrieved from http://www. reuters. com/article/2010/10/13/us-chile-miners-idUSN0925972620101013 Soto, A. (2010) Leading the Rescue of the Miners in Chile. Retrieved from: http://kw. wharton. upenn. edu/wdp/files/2011/07/Leading-the-Miners-Rescue. pdf Arthur, K. , (2010, August 6) Chile mine collapse traps 34 miners. Retrieved from: http://www. bbc. co. uk/news/world-latin-america-10897327 Weik, J. (2010, August 6) Over 30 workers trapped after Chilean copper mine collapse. Metal bulletin daily. (224), 65.