...UNIT 27: DEALING WITH CHALLENGING BEHAVIOUR CRITERIA: M1, M2, D1 M1: IDENTIFY THE CHALLENGING BEHAVIOUR. DISCUSS AND EXPLAIN WHY IT IS CHALLENGING AND TO WHO? GIVE REASONS FOR THE SISTER’S BEHAVIOUR? M2: DISCUSS STRATEGIES THAT COULD BE USED TO MINIMISE EFFECTS OF THIS TYPE OF CHALLENGING BEHAVIOUR. D1: EVALUATE THE EFFECTIVENESS OF EACH STRATEGY FOR DEALING WITH THIS TYPE OF CHALLENGING BEHAVIOUR. BY: ESTHER ADENIKE BOLARINWA TUTOR: PAULA YATES Case study It’s your first week as a community nurse attached to a busy group practice. You receive a call from a care manager at social services, requesting an emergency home visit for a patient receiving end of life care. The patient requires emergency pain relief in the form of morphine patches. You have never met the patient. The husband meets you and offers you a cup of tea. He thanks you for arriving so promptly. You accept the offer of a cup of tea, ask his wife’s name and request the care plan, which holds all the information relating to medication. Whilst reading the notes, the husband chats to you about your day and the traffic locally. The kitchen door opens and a woman comes into the room, shouting at you: “What the hell are you playing at? My sister is upstairs dying and you’re down here, having a chat and drinking tea. No wonder the NHS is in a mess if you’re an example of the staff! Before you can respond, she reaches for your arm and begins to pull you towards the stairs. The husband tries to calm her but...
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...DEFUSING A focus on calming and defusing to reduce and, if possible, negate the use of physical contact is the favoured outcome when teachers have to step in to manage behaviour that challenges. Training supports teachers to spot trigger points early, builds greater confidence in approaching and managing pupils and adopting simple strategies to effectively de-escalate situations. Emphasising what may seem like obvious, common sense actions can help to establish a confident strategy for handling a potential incident of difficult behaviour: • Stay calm • Make sure the pupil has an escape route • Allow for personal space • Think about your tone of voice - try not to raise it • Empathise and listen to what is being said • Don't talk over • Try not to embarrass a pupil or make them lose face in front of others • Don’t make it personal - concentrate on the offence not the offender • Make it easy for them to do what you need them to do • Be aware of the school’s behaviour policy DE-ESCALATING & DEALING WITH SITUATIONS De-escalation techniques are most successful when used early, before the child becomes physically aggressive. To do this, it is necessary to be aware of and spot early signs of agitation such as balled fists, fidgeting, shaking, ‘eye-balling’ another child, head thrust forward or clenched jaw. Changes in voice, such as speech becoming more rapid or high-pitched, may also indicate aggression. These signs should not be ignored and you should never...
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...some people self harm? Self harming, for some people, can be a coping mechanism to deal with their inner feelings and emotions for example, rage sadness, emptiness, grief, self hatred/guilt, fear, loneliness. Self-harm could be for a number of reasons such as, a way of releasing pain out, or being distracted from inner self pain instead of communicating the feelings to somebody else. Other reasons for self harm may be that some may find it a comfort from feeling the pain as though they are being punished, a sense of self-punishment, and a try in gaining some control over their own life. People who self-harm often cover up what they are doing rather than draw attention to it. Mind, 2012 Changes in behaviour When people self harm there is usually a change in their behaviour for example, they may start missing school or college a lot more than they should, not going out with...
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...SURVEY Please tick or circle the relevant answer below. 1. How many years have you worked in the area of Challenging Behaviour? 1-5 5-10 10-15 15-20 20+ years 2. Can you give a description of your area of expertise? Day services workshop Residential setting Other (please specify) _________________________________________________ 3. Are the client’s male/female? Male Female Both 4. What is the age group of the client’s on average? 18-25 25-35 35-45 45-55 55+ years 5. What are the types of challenging behaviour which occur in your area?...
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...Sociological perspectives Sociological perspectives is a perspective on human behaviour and its connection to society as a whole. It invites us to look for the connections between the behaviour of individual people and the structures of the society in which they live. The structures are functionalism, Marxism, Feminist, Interactionism, Collectivism, Postmodernism and New right. Functionalism Functionalism is a perspective created by Emile Durkheim. He believed society was made up of inter-connected institutions for an example education, family and government which depended on each other to function. Functionalists see society as being similar to the human body. In the same way the body relies on the heart to pump blood round to other vital organs like the lungs and brain. Functionalists see society as being constructed of different inter-dependent components like the family and education system. So in the same way the human body would fail if the heart stopped, functionalists’ argue society would stop working properly if the family stopped functioning properly. Functionalists say this would happen because the family is an institution in which primary socialisation occurs. Primary socialisation is where younger members of a family are taught societies norms, values, roles and beliefs, By having the same values which we all share, a value consensus is establish. Therefore we can see the family has a function in the social system. This perspective of society differed...
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...3. LITERATURE REVIEW 3.1 . CONSUMER BUYING BEHAVIOR Consumer buyer behaviour is considered to be an inseparable part of marketing (keller, 2011) state that consumer buying behaviour is the study of the ways of buying and disposing of goods, services, ideas or experiences by the individuals, groups and organizations in order to satisfy their needs and wants. Buyer behaviour has been defined as “a process, which through inputs and their use though process and actions leads to satisfaction of needs and wants” (Enis., 1974) Consumer buying behaviour has numerous factors as a part of it which are believed to have some level of effect on the purchasing decisions of the customers. Article (Wrighter, Friday, April 13, 2012) There are people who prefer shoes that are comfortable rather than being fashionable. Today's footwear market offers a large selection of styles that comfortable as well as being stylish which is good news for people who have foot problems. Shoe designers have provided all the latest variety in footwear that can be found online or your favorite local store. The latest trends in footwear are often seen on famous celebrities or athletes. Fashion magazines feature the latest styles as well. If you know the brand name, you can search the internet to find what is currently available for you to purchase. The shopping has become much easier for the consumer. There are thousands of stores present online to take bundle of orders at the same time. You can...
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...An Analysis on How to Handle Dysfunctional Customers And how they affect on Food Servers in selected Restaurants at Eastwood City ------------------------------------------------- A Method of Research and Thesis Paper Presented to the Faculty of the Hotel and Restaurant Management Arellano University - Pasig ------------------------------------------------- In Partial Fulfilment of the Requirement for the Degree in Bachelor of Science in Hotel and Restaurant Management Presented By: Calinao, Loreinn G. Tierra, Alyssa Marie G. Encio, Mary Bless Estrada, Erik E. Romero, Jerry Arellano University – Pasig Pag-Asa St. Brgy. Caniogan Pasig City Approval Sheet In partial fulfillment of the requirements for the degree of Bachelor of Science in Hotel and Restaurant Management this Method of Research entitled “AN ANALYSIS ON HOW TO HANDLE DYSFUNCTIONAL CUSTOMERS AND HOW THEY AFFECT FOOD SERVERS IN SELECTED RESTAURANTS IN EASTWOOD CITY” was prepared and submitted to the College of Hotel and Restaurant Management. PROF. LOUIE REYES Adviser Approved by the members of panel on October 2014. With a grade of ____ ________________________________________ Chairman _______________ _______________ _______________ Member Member Member Accepted in partial fulfillment of Bachelor of Science in Hospitality and Restaurant Management PROF. KATHERINE GUEVARRA ...
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...CASE STUDY ON GROUP BEHAVIOUR Hindustan Lever Research Centre (HLRC) was set up in the year 1967 at Mumbai. At that time the primary challenge was to find suitable alternatives to the edible oils and fats that were being used as raw materials for soaps. Later, import substitution and export obligations directed the focus towards non-edible oil seeds, infant foods, perfumery chemicals, fine chemicals, polymers and nickel catalyst. This facilitated creation of new brands which helped build new businesses.HUL believes in meritocracy and has a comprehensive performance management system, which ensures that people are rewarded according to their performance and abilities. Almost 47% of the entire managerial cadres are people who have joined us through lateral recruitment. Over the years many break through innovations have taken place. Hindustan Lever Research gained eminence within Unilever Global R&D and became recognized as one of the six global R&D Centers of Unilever with the creation of Unilever Research India in Bangalore in 1997.At Bangalore R&D center, a team of 10 scientists were appointed for a project on ‘shampoo’ line. Suranjan Sircar heading the team as Principal Research Scientist with thesupport of Vikas Pawar, Aparna Damle, Jaideep Chatterjee, Amitava Pramanik asResearch Scientists. Suresh Jayaraman & Punam Bandyopadhyay were ResearchAssociates.Vikas Pawar came up with an idea of pet shampoos during brainstorming with the team.“Hey, why don’t we target...
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...Changing Consumer Behaviour in India Possibly the most challenging concept in the marketing is to deal with understanding the consumer behaviour. The changes that occurred in consumer behaviour of India post liberalization . There are many factors that are affect the consumer behaviour and strategies should be formed to adopt those changes and achieve the long term growth and success. The attitude of Indian consumers has undergone a major transformation over the last few years. The Indian consumer today wants to lead a life full of luxury and comfort. He wants to live in present and does not believe in savings for the future. An important and recent development in India’s consumerism is the emergence of the rural market for several basic consumer goods. Consumer behavior is affected by a lot of variables, ranging from personal motivations, needs, attitudes and values, personality characteristics, socio-economic and cultural background, age, sex, professional status to social influences of various kinds exerted by family, friends, colleagues and society as a whole. We have developed a HSSE model that is: Health, Safety, Sophistication and Environment of Indian consumer. It is found that that today’s consumers strictly follow their culture, tradition and values, as a result of which foreign companies were forced to give an Indian touch to them in order to succeed in India. McDonalds, MTV, Pepsi, Star TV, Coca Cola India and many more had to Indianise themselves...
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...High Educ (2009) 58:563–584 DOI 10.1007/s10734-009-9216-y Groupwork as a form of assessment: common problems and recommended solutions W. Martin Davies Published online: 20 March 2009 Ó Springer Science+Business Media B.V. 2009 Abstract This paper reviews some of the literature on the use of groupwork as a form of assessment in tertiary institutions. It outlines the considerable advantages of groupwork but also its systemic associated problems. In discussing the problems, the paper considers issues such as ‘‘free riding’’ and the ‘‘sucker effect’’, issues associated with ethnic mix in groups, and the social dilemma problem—in which students face conflicting demands between altruism and self-interest. The paper then outlines several models of effective groupwork and makes suggestions for implementing groupwork tasks. The paper also looks at the key assessment tasks which are commonly employed—namely, additive, conjunctive, disjunctive and discretionary tasks—and assesses which are most suited to groupwork. The paper considers the related issues of task complexity, recognition for effort, and strategies for minimising issues concerning group size. The paper also briefly considers strategies for implementing incentives for groupwork members, and outlines the issue of penalties for unproductive group members. The paper concludes by providing recommendations for how to maximise the advantages of groupwork while trying to minimise the disadvantages. Keywords ...
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...February 05, 2013 Strategy from the Outside In: Profiting from Customer Value Write-Up - Part II I. Introduction In Strategy from the Outside In: Profiting from Customer Value, George S. Day and Christine Moorman use research to determine business strategies that separate successful from unsuccessful firms. This write-up shall have a section, titled § II. Brief Summary, which outlines each chapter in Chapters 7 through 13, including the conclusion. This write-up shall also have a section, titled III. Application, which shall apply the material from § II. Brief Summary to a firm (hereinafter "Firm A") with which I worked as a business consultant. Firm A is a multi-national holding company that specializes in acquiring, supporting, and growing its subsidiary companies through accelerated organic growth as well as through acquisitions and/or strategic joint ventures and divestitures. II. Brief Summary Chapter 7. The Third Imperative: Capitalize on the Customer as an Asset For a firm, the profitability of the customer asset - the sum of the discounted long-term profits associated with the customer's purchases and referrals - is based on three principles. First, that a firm must distinguish between behavioral loyalty – the frequency of customer purchases from a firm when a need arises – and attitudinal loyalty – an attachment to the firm and/or its specific products or services. Second, that a firm must manage customers to engage in behaviors that directly...
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...Emotions and Logic in Consumerism Abstract Consumer purchase decisions are often linked to emotions and can lead to impulse and uninformed buying behavior. This creates a problem for marketers who rely on emotional appeals to increase sales. In order for businesses to grow in today’s economy, they must acquire new customers and at the same time retain the old ones. Research indicates that in order for advertising to be most effective in acquiring and retaining new customers, these emotions must also be linked to logic. This paper examines how marketers are using emotions and logic to generate the most sales and retain more customers. Emotions and Logic in Consumerism Advertising can be seen in virtually every aspect of our lives, and is almost inescapable. We encounter it on billboards, radio, every internet site, magazines, cell phone applications, clothing, television, restrooms, gas pumps, and many more sites. This year in the United States, Black Friday sales hit over $1 billion in online sales. The average cost for a 30 second time slot for a Super Bowl commercial was $3.5 million, according to USA Today. Psychologists, marketers and business people worldwide are interested in why consumers consume. What is the driving force behind why someone will spend so much more money on Black Friday as opposed to other days out of the year? And how can a business better exploit these consumers in order to make more money? With so much money involved in our consumption...
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...Consumer Behavior Models in Tourism Analysis Study Muhannad M.A Abdallat, Ph.D. Assistant Professor Hesham El –Sayed El - Emam, Ph.D. Assistant Professor Department of Tourism and Hospitality, Faculty of Tourism and Archeology King Saud University ABSTRACT The theories of consumer decision-making process assume that the consumer’s purchase decision process consists of steps through which the buyer passes in purchasing a product or service. However, this might not be the case. Not every consumer passed through all these stages when making a decision to purchase and in fact, some of the stages can be skipped depending on the type of purchases. The reasons for the study of consumer’s helps firms and organizations improve their marketing strategies by understanding issues such as: • The psychology of how consumers think, feel, reason, and select between different alternatives (e.g., brands, products); • The psychology of how the consumer is influenced by his or her environment (e.g., culture, family, signs, media); • The behavior of consumers while shopping or making other marketing decisions; • Limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; • How consumers’ motivation and decision strategies differ between products, that differ in their level of importance or interest that they entail for the consumer; and • How marketers can adapt and improve their marketing campaigns and marketing strategies...
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...international environmental groups such as World Wildlife Fund (WWF) and local organisations such as the Auckland Zoo (over the potential loss of Orang-utan forest habitat to palm oil plantations). The negative publicity from the palm oil debate created damaging ‘noise’ for Cadbury’s ongoing worldwide ethical brand building efforts and its high profile announcements that it would shortly be using the Fairtrade logo for the flagship Dairy Milk brand in key global markets, including Australia and New Zealand (Fairtrade Foundation 2009). Less than three months later Cadbury caved into the conservationists’ demands and reversed their palm oil policy (e.g. New Zealand Herald 17th August 2009). This case study illustrates the relevance of buyer behaviour theories...
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...OrContents Part III/ The usefulness of motivational theory for managers. 2 1. Distinction between Maslow’s Theory and Hertzberg’s Theory of motivation 2 2. Application for Manager 3 3. Apply to LG Electronics 4 Part IV. Understand mechanisms for developing effective teamwork in organizations 4 4.1. Explain the nature of groups and group behaviour within organisations. 4 A. Definition 4 1. Group and group behavior 4 2. Group norms 7 3. Group decision-making 8 4. Group contribution 10 5. Formal and Informal group 11 6. Advantages and disadvantages of informal organisation 12 B. Apply in LG Electronics: 13 4.2: The factors that may promote or inhibit the development of effective teamwork in organizations 13 A: Definition 13 4.1.1: Inhibit the Group 14 4.1.2: Successful teamwork 16 B: Application for LGE 20 4.3 Evaluate the impact of technology on team functioning within a given organization 22 A: Definition 22 4.3.1 The importance of technology in business 23 4.3.2 The important of technology in team 23 4.3.3. Virtual teams of technology 24 4.3.4 Critical Success Factors of Virtual Teams 26 B: Application 27 CONCLUSION 30 Part III/ The usefulness of motivational theory for managers. 1. Distinction between Maslow’s Theory and Hertzberg’s Theory of motivation | Maslow’s Theory of Motivation | Hertzberg’s Theory of Motivation | Meaning | Maslow’s theory is based on the concept of human needs and their satisfaction. | Hertzberg’s theory is based...
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