For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, and repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.
Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1～800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.
The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counselor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like “I don’t have to serve you!”or “This is private property, get out and don’t come back! ” What can customers do? If the bureau’s arbitration process fails to settle a dispute, a customer’s only recourse is to sue in claims court. But because of the costs and time it takes, relatively few ever do.
There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing as just a bead-end job that you’re just going to do temporarily on your way to a real job. Young clerks often lack both knowledge and civility. Employers have to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of inter-personal skills.
What customers really want is access. They want to get through when they call, they don’t want busy signals, they don’t want interactive systems telling them to push one for this and two for that—they don’t want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don’t wear name tags, but one gets to know them, all by name.
How do we serve our clients?
Piano
The ancestry of the piano can be traced to the early keyboard instruments of the fifteenth and sixteenth centuries — the spinet, the dulcimer, and the virginal. In the seventeenth century the organ, the clavichord, and the harpsichord became the chief instruments of the keyboard group, a supremacy they maintained until the piano supplanted them at the end of the eighteenth century. The clavichord’s tone was metallic and never powerful; nevertheless, because of the variety of tone possible to it, many composers found the clavichord a sympathetic instrument for intimate chamber music. The harpsichord with its bright, vigorous tone was the favorite instrument for supporting the bass of the small orchestra of the period and for concert use, but the character of the tone could not be varied save by mechanical or structural devices.
The piano was perfected in the early eighteenth century by a harpsichord maker in Italy (though musicologists point out several previous instances of the instrument). This instrument was called a piano e forte (sort and loud), to indicate its dynamic versatility; its strings were struck by a recoiling hammer with a felt-padded head. The wires were much heavier in the earlier instruments. A series of mechanical improvements continuing well into the nineteenth century, including the introduction of pedals to sustain tone or to soften it, the perfection of a metal frame, and steel wire of the finest quality, finally produced an instrument capable of myriad tonal effects from the most delicate harmonies to an almost orchestral fullness of sound, from a liquid, singing tone to a sharp, percussive brilliance.
Modern American Universities
Before the 1850’s, the United States had a number of small colleges, most of them dating from colonial days. They were small, church connected institutions whose primary concern was to shape the moral character of their students.
Throughout Europe, institutions of higher learning had developed, bearing the ancient name of university. In German university was concerned primarily with creating and spreading knowledge, not morals. Between mid-century and the end of the 1800’s, more than nine thousand young Americans, dissatisfied with their training at home, went to Germany for advanced study. Some of them return to become presidents of venerable colleges—–Harvard, Yale, Columbia—and transform them into modern universities. The new presidents broke all ties with the churches and brought in a new kind of faculty. Professors were hired for their knowledge of a subject, not because they were of the proper faith and had a strong arm for disciplining students. The new principle was that a university was to create knowledge as well as pass it on, and this called for a faculty composed of teacher-scholars. Drilling and learning by rote were replaced by the German method of lecturing, in which the professor’s own research was presented in class. Graduate training leading to the Ph.D., an ancient German degree signifying the highest level of advanced scholarly attainment, was introduced. With the establishment of the seminar system, graduate student learned to question, analyze, and conduct their own research.
At the same time, the new university greatly expanded in size and course offerings, breaking completely out of the old, constricted curriculum of mathematics, classics, rhetoric, and music. The president of Harvard pioneered the elective system, by which students were able to choose their own course of study. The notion of major fields of study emerged. The new goal was to make the university relevant to the real pursuits of the world. Paying close heed to the practical needs of society, the new universities trained men and women to work at its tasks, with engineering students being the most characteristic of the new regime. Students were also trained as economists, architects, agriculturalists, social welfare workers, and teachers.
The Nobel Academy
For the last 82years, Sweden’s Nobel Academy has decided who will receive the Nobel Prize in Literature, thereby determining who will be elevated from the great and the near great to the immortal. But today the Academy is coming under heavy criticism both from the without and from within. Critics contend that the selection of the winners often has less to do with true writing ability than with the peculiar internal politics of the Academy and of Sweden itself. According to Ingmar Bjorksten , the cultural editor for one of the country’s two major newspapers, the prize continues to represent “what people call a very Swedish exercise: reflecting Swedish tastes.”
The Academy has defended itself against such charges of provincialism in its selection by asserting that its physical distance from the great literary capitals of the world actually serves to protect the Academy from outside influences. This may well be true, but critics respond that this very distance may also be responsible for the Academy’s inability to perceive accurately authentic trends in the literary world.
Regardless of concerns over the selection process, however, it seems that the prize will continue to survive both as an indicator of the literature that we most highly praise, and as an elusive goal that writers seek. If for no other reason, the prize will continue to be desirable for the financial rewards that accompany it; not only is the cash prize itself considerable, but it also dramatically increases sales of an author’s books.
About Children Education
Not long after the telephone was invented, I assume, a call was placed. The caller was a parent saying, “your child is bullying my child, and I want it stopped!” The bully’s parent replied, “you must have the wrong number. My child is a little angel.”
A trillion phone calls later, the conversation is the same. When children are teased or tyrannized, the parental impulse is to grab the phone and rant. But these days, as studies in the U.S. show bullying on the rise and parental supervision on the decline, researchers who study bullying say that calling moms and dads is more futile than ever. Such calls often lead to playground recriminations and don’t really teach our kids any lessons about how to navigate the world and resolve conflicts.
When you call parents, you want them to “extract the cruelty” from their bullying children, says Laura Kavesh, a child psychologist in Evanston, Illinois. “But many parents are blown away by the idea of their child being cruel. They wont believe it.” In a recent policedepartment survey in Oak Harbor, Washington, 89% of local high school students said they had engaged in bullying behavior. Yet only 18% of parents thought their children would act as bullies.
In a new U.S.PTA survey, 5% of parents support contacting other parents to deal with bullying. But many educators warn that those conversations can be misinterpreted, causing tempers to flare. Instead, they say, parents should get objective outsiders, like principals, to mediate.
Meanwhile, if you get a call from a parent who is angry about your child’s bullying, listen without getting defensive. That’s what Laura McHugh of Castro Valley, California, did when a caller told her that her then 13-year-old son had spit in another boy’s food.Her son had confessed, but the victim’s mom “wanted to make sure my son hadn’t given her son a nasty disease,” says McHugh, who apologized and promised to get her son tested for AIDS and other diseases. She knew the chance of contracting any disease this way was remote, but her promise calmed the mother and showed McHugh’s son that his bad behaviour was being taken seriously. McHugh, founder of Parents Coach Kids, a group that teaches parenting skills, sent the mom the test results. All were negative.
Remember: once you make a call, you might not like what you hear. If you have an itchy dialing finger, resist temptation. Put it in your pocket.
Tags: defensive, futile, parents, supervision
Museums
From Boston to Los Angeles, from New York City to Chicago to Dallas, museums are either planning, building, or wrapping up wholesale expansion programs. These programs already have radically altered facades and floor plans or are expected to do so in the not-too-distant future.
In New York City alone, six major institutions have spread up and out into the air space and neighborhoods around them or are preparing to do so.
The reasons for this confluence of activity are complex, but one factor is a consideration everywhere - space. With collections expanding, with the needs and functions of museums changing, empty space has become a very precious commodity.
Probably nowhere in the country is this more true than at the Philadelphia Museum of Art, which has needed additional space for decades and which received its last significant facelift ten years ago. Because of the space crunch, the Art Museum has become increasingly cautious in considering acquisitions and donations of art, in some cases passing up opportunities to strengthen its collections.
Deaccessing - or selling off - works of art has taken on new importance because of the museum’s space problems. And increasingly, curators have been forced to juggle gallery space, rotating one masterpiece into public view while another is sent to storage.
Despite the clear need for additional gallery and storage space, however,” the museum has no plan, no plan to break out of its envelope in the next fifteen years,” according to Philadelphia Museum of Art’s president.
Suburbanization
If by “suburb” is meant an urban margin that grows more rapidly than its already developed interior, the process of suburbanization began during the emergence of the industrial city in the second quarter of the nineteenth century. Before that period the city was a small highly compact cluster in which people moved about on foot and goods were conveyed by horse and cart. But the early factories built in the 1840’s were located along waterways and near railheads at the edges of cities, and housing was needed for the thousands of people drawn by the prospect of employment. In time, the factories were surrounded by proliferating mill towns of apartments and row houses that abutted the older, main cities. As a defense against this encroachment and to enlarge their tax bases, the cities appropriated their industrial neighbors. In 1854, for example, the city of Philadelphia annexed most of Philadelphia County. Similar municipal maneuvers took place in Chicago and in New York. Indeed, most great cities of the United States achieved such status only by incorporating the communities along their borders.
With the acceleration of industrial growth came acute urban crowding and accompanying social stress-conditions that began to approach disastrous proportions when, in 1888, the first commercially successful electric traction line was developed. Within a few years the horse-drawn trolleys were retired and electric streetcar networks crisscrossed and connected every major urban area, fostering a wave of suburbanization that transformed the compact industrial city into a dispersed metropolis. This first phase of mass-scale suburbanization was reinforced by the simultaneous emergence of the urban Middle Class, whose desires for homeownership in neighborhoods far from the aging inner city were satisfied by the developers of single-family housing tracts.
Tags: maneuvers, proportion, suburbanization
Autobiography In Literature
It is the first of its kind in American literature. It is simple yet very fascinating record of a man rising to wealth and fame from a state of poverty and obscurity into which he was born, the faithful account of the colorful career of America’s first self-made man. It is, first of all, a Puritan document. It is Puritan because it is a record of self-examination The Puritans believed in Predestination, they constantly examined their conscience to ascertain for themselves how much more they should do to ensure salvation. He (Franklin) tries to note down his past experience as if in this way, he could communicate with God. The effort he made to improve his person, the belief that God helps those who help themselves and that every calling is a service to God— all these indicate that Franklin was intensely Puritan. Then, the book is also a convincing illustration of the Puritan ethic that in order to get on in the world, one has to be industrious, frugal and prudent.
It is also an eloquent elucidation of the fact that Franklin is the spokesman of 18th century enlightenment. He held that man was basically good and free by nature, endowed by God with certain inalienable rights of liberty and pursuit of happiness. Franklin confidently believed that the new world of America was a land of opportunities which might be met through hard work and wise management. He also thought that man was good and capable of becoming better, and that although men and institutions were often corrupt, they might be improved.
Its style is characterized by simplicity, clarity, directness, concision, order, as he said: “the words used should be the most expression that the language affords…. Nothing should be expressed in two words that can as well be expressed in one.”
Tags: autobiography, enlightenment
Television
Television—–the most pervasive and persuasive of modern technologies, marked by rapid change and growth-is moving into a new era, an era of extraordinary sophistication and versatility, which promises to reshape our lives and our world. It is an electronic revolution of sorts, made possible by the marriage of television and computer technologies.
The word “television”, derived from its Greek (tele: distant) and Latin (visio: sight) roots, can literally be interpreted as sight from a distance. Very simply put, it works in this way: through a sophisticated system of electronics, television provides the capability of converting an image (focused on a special photoconductive plate within a camera) into electronic impulses, which can be sent through a wire or cable. These impulses, when fed into a receiver (television set), can then be electronically reconstituted into that same image.
Television is more than just an electronic system, however. It is a means of expression, as well as a vehicle for communication, and as such becomes a powerful tool for reaching other human beings.
The field of television can be divided into two categories determined by its means of transmission. First, there is broadcast television, which reaches the masses through broad-based airwave transmission of television signals. Second, there is nonbroadcast television, which provides for the needs of individuals or specific interest groups through controlled transmission techniques.
Traditionally, television has been a medium of the masses. We are most familiar with broadcast television because it has been with us for about thirty-seven years in a form similar to what exists today. During those years, it has been controlled, for the most part, by the broadcast networks, ABC, NBC, and CBS, who have been the major purveyors of news, information, and entertainment. These giants of broadcasting have actually shaped not only television but our perception of it as well. We have come to look upon the picture tube as a source of entertainment, placing our role in this dynamic medium as the passive viewer.
Tags: electronic, image, tele, transmission
The Beginning of Drama
There are many theories about the beginning of drama in ancient Greece. The on most widely accepted today is based on the assumption that drama evolved from ritual. The argument for this view goes as follows. In the beginning, human beings viewed the natural forces of the world-even the seasonal changes-as unpredictable, and they sought through various means to control these unknown and feared powers. Those measures which appeared to bring the desired results were then retained and repeated until they hardened into fixed rituals. Eventually stories arose which explained or veiled the mysteries of the rites. As time passed some rituals were abandoned, but the stories, later called myths, persisted and provided material for art and drama.
Those who believe that drama evolved out of ritual also argue that those rites contained the seed of theater because music, dance, masks, and costumes were almost always used, Furthermore, a suitable site had to be provided for performances and when the entire community did not participate, a clear division was usually made between the “acting area” and the “auditorium.” In addition, there were performers, and, since considerable importance was attached to avoiding mistakes in the enactment of rites, religious leaders usually assumed that task. Wearing masks and costumes, they often impersonated other people, animals, or supernatural beings, and mimed the desired effect-success in hunt or battle, the coming rain, the revival of the Sun-as an actor might. Eventually such dramatic representations were separated from religious activities.
Another theory traces the theater’s origin from the human interest in storytelling. According to this vies tales (about the hunt, war, or other feats) are gradually elaborated, at first through the use of impersonation, action, and dialogue by a narrator and then through the assumption of each of the roles by a different person. A closely related theory traces theater to those dances that are primarily rhythmical and gymnastic or that are imitations of animal movements and sounds.