Film Comparison Reservoir Dogs and the Killing

Directed by Stanley Kubrick and released in 1956, The Killing has resonated through the years as an influential and groundbreaking story of a botched bank robbery told through the eyes of each different characters point of view. The scenes are strategically organized out of order and lead the story through a maze of plot advancements. Quentin Tarantino’s Reservoir Dogs opened in October 1992 and draws many influences and themes from Kubrick’s film. The unorthodox arrangement of scenes accompanied by meticulously crafted development of character side stories can be seen in both features.Furthermore, these films subject matter both have to do with a planned heist gone awry resulting in the deaths of all but one character that is later apprehended by the authorities. The underlying themes also mirror one another quite seamlessly especially when it comes to trust and character conduct. Each film does a fine job at gripping the audience in suspense until the final cut scene. In both films, there is the initial robbery plan that is presented to a small group of mostly thugs who don’t ask too many questions and would probably turn on one another in the blink of an eye.It becomes apparent quite soon into the opening of each film that something has gone or will go wrong at some point at the hands of a mole within the operation. Accidents, such as Reservoir Dogs failed robbery attempt itself, happen within both plots to make the stories move forward at a jarring rate. Each of the film’s directors were able to take away any and all comprehension of time outside of the movie experience and replace it with edge of your seat, non-linear plot installations. Above all, the distinct and groundbreaking writing from both films is what creates the sense of hyperrealism seen within both features.The language and direction used in Tarantino’s movie pays homage to early film noir classics as well as films such as Martin Scorsese’s Mean Street s and even The Killing itself. The themes found in The Killing can also be found quite easily within Reservoir Dogs as well. Stanley Kubrick’s film was released in the mid 1950’s and has underlying tones that were most likely derived from the uneasiness of the nation at that time. Who to trust remains to be a big theme in the movie, especially after the group finds out that there is a snitch among the ranks.Reservoir Dogs plays off of this same notion and really makes an unapologetic example of how no one can be trusted, even when you truly believe in them. The Killing goes as far as to imply that, in the case of the window teller and his greedy wife, men should not trust women, especially when it comes to the subject of potential money in the pocket. They send out the message that you can only trust one person and one person only: yourself. The eternal excuse that money cannot provide happiness becomes a recurring theme in both films.Another theme seen in each movie s uggests the idea that violence creates nothing but negativity and eventual downfall. Considering the fact that nearly every main character in both films perishes by the end, just goes to show the theme that tells us how violence met with more violence can only result in misery. There are many similarities between each of these films. Quentin Tarantino candidly speaks about how he wanted to create his own version of The Killing, and how he did exactly that with Reservoir Dogs.The pervasive amount of violence found in both films also becomes noteworthy when looking for parallels between the two. Reservoir Dogs is violent in many more scenes than The Killing and is also filled with much coarser language, but the sustained violence that occurs during the final 25 minutes of The Killing must certainly have been something seldom seen by the public in the time of its release, especially the graphic bullet wounds seen in the faces of several fallen characters.In both films, violence is some thing that each character uses in order to get by, but by the end of each feature most of the characters have perished at the hands of someone else. This goes to show that even though the characters were intrinsically geared toward violence, they met their respective downfalls due to their own violent or dubious actions.

Lebron Interview Analysis

With this decision Lebanon composed this essay in o deer to explain himself; to his Miami fans and the rest of the world. Lebanon does not want to be hated in Miami. In Lebanon James' homecoming article he misleads the reader; coming home does not reveal his motives, basketball championships remain the main cause for betray Months after Lebanon James finalized his decision to leave, sports analysts debt dated the true reasons behind his motives. Coming home eases Lebanon decision, but f ails to reveal the entire picture. Lebanon James plays basketball better than any man in the world d, he obviously cares if he plays on a good team or not.Lebanon wouldn't abandon a talented t am for a subpart squad. â€Å"l went to Miami because of Dead and (B. † (Para. 3). Lebanon first moved due to appeal of talented players. Lebanon's second decision mirrors his first m eve. Lebanon will continue to argue that he desires to return home due to his love for Cleveland d, but he's hiding the tr uth. In reality Cleveland homes a championship caliber basketball team. Cleveland future seems promising with young stars like Keri Irving and now Kevin Love. Lebanon realizes this and seizes the opportunity. Going home just adds to the glory of it all.Even Though Lebanon grew up in Ohio, he loved his time away in Miami. â€Å"l will always think of Miami as my second home† (Para. 2). Lebanon loved Miami; leaving sol Ely off being homesick makes no sense. Lebanon stated that he would not move anywhere without a beach in an interview before revealing his final decision. In case you didn't know, the re aren't any beaches in Cleveland. Lebanon decided to leave Miami due to the potential of T he Cavaliers. Lebanon expresses his desire to win an NAB championship once again, especial Ii for Ohio. Lebanon acts modest about The Cavaliers skill in saying â€Å"We're not ready eight now. (Paragraph 8) in attempt to ease the hate from Miami fans. Lebanon attempts t o downsize the team by labeling them young and inexperienced, but he also acknowledges the Eire talent. Doing this allows Lebanon to appeal to both crowds. Despite his best efforts most see through his attempt to mislead. Lebanon acts like his road to success will take years. Lebanon compares his move to Cleveland to his first move made in 2010. He go sees on to say â€Å"I wanton win next year, but I'm realistic. It will be a long process, much 10 anger than it was in 2010. My patience will get tested† (Para. ). Success will come early and will not be short lived.

Indonesia Petro Project

The block Delegate Said-Dart, located in southwestern of North Sumatra Basin, is the oldest oilfield in Indonesia, with total area of 82 km. It was firstly discovered in 1883, with the development history of fifty years. Oil and gas exploration and development mainly depends on surface geological surveys.In the absence of any modern seismic exploration and logging techniques, oil and gas structural traps were found in the field and produced with outmoded drilling and oil extraction technology. The cumulative oil production of blocks Delegate Said and Dart reached 2335 million rarely before abandonment as the outbreak of war in 1937.Alpha Until sass and sass, the Indonesian National Oil Company (hereinafter referred to as Pertain) and Mobil Oil Company Jointly drilled two deep exploration wells; from year 1977 to 1995, Pertain has carried out AD seismic exploration and research , drilled four deep exploration wells, through which they basically figured out sedimentary characteristics and stereographic features of the field, found out Bang formation and its underlying strata with favorable reservoirs, during which period no systematic re- exportation and development was conducted.During 2002-2012, contractor made secondary development of Delegate Said Dart oilfield. 13 development wells were drilled, among which 9 were put into production as oil well, with a total oil production of nearly 40 thousand barrels, and re exploited 12 old wells abandoned in 1937 with 18 thousand barrels of crude oil production. There were totally over 58 thousand barrels of crude oil produced from newly drilled development wells and recovery wells. 30 years of oil and gas discoveries, more than 50 years of early development, ever 60 years of intermittent exploration, and 10 years of secondary recovery, all show that people have great expectation of new breakthroughs and new discoveries in this field. Feasibility Study 1 . Study Basis All the information and data obtained during the pro cess of the field exploration and development in last 130 years are the only basis to know this field and study it by modern technology, and what's more, it is the origin of confidence on re- understanding, re-evaluation and re-determination of secondary development on the field.In the early period of Oil blocks selection and evaluation, three aspects of this lied have been noticed as follows: (1) Before being abandoned in 1937, relying on simple basic information as surface geological survey and hydrocarbon leakage, BPML companies conducted 50 years of drilling and production work, drilling 176 wells in Delegate Said oilfield, among which are oil wells, accounting for 83%; 247 wells were dilled in Dart oilfield, and 161 were oil wells, accounting for 65%.From amount and success rate of BPML drilling wells, it can be seen that the drilling success rate was very high, indicating that the oil and gas reservoir-cap system is completely preserved. 2) Pertain and Mobil drilled two explor ation deep wells, Delegate AAA and Delegate Bal 1970, and four exploration wells, TTS-I, DOUR-I, TTS-I and Path-8 were drilled by Pertain.According to AD seismic data from 1973,1974,1975,1978, there are only a small number of seismic lines, large quantities of AD digital seismic were intensively collected in year 1985 and 1990, which means that only Path-8 well is the exploration well drilled after mass of AD digital seismic; from analysis of seismic collection and drilling time, it is thought that only Path-8 wells used the AD digital seismic data, which was one of only two oil wells ring this period (another well is Delegate 81). 3) During 2006-2009, 13 development wells were drilled in TTS, among which 9 were put into production as oil wells, with drilling success ratio of about 70%, while in the output of about 4 million barrels of crude oil, well DE-AAA was flowing in production and the yield accounted for 50% , indicating that the area remains high formation pressure and oil s ources have been constantly supplemented.From data analysis of TTS geological studies, drilling design and drilling engineering and other aspects, it is found that he comprehensive geological study does not concern the use of seismic data and construct, still clinging to the simple BPML period geological survey, and many factors including wrong selection of drilling technology resulting serious pollution of the target layer by mud eventually leaded to the consequences of low drilling success ratio and the low oil and gas production.But from the analysis of adjacent wells within the drilling distance of mm, DE-181 A could reach substantial oil and gas production under the circumstance of simply improving drilling technology, which means a great potential for secondary development for an old oilfield located nil . Km anticline structure, and with 14. 98 million barrels of crude production before the year 1937. The above shows, although after 130 years of exploration and development, t he main production period of Delegate Said Dart oilfield is still the 50 years before 1937, and the exploration and development technology is relatively lag behind.With widely use of modern oil and gas exploration and development as well as drilling technology, the field will be able to make new discoveries and breakthroughs. In recent months, PIPE has setup a professional technical team of oil and gas exploration and development, through data collection, collation, post- processing analysis and research of the oilfield geological, seismic, logging and other aspects, combined with data analysis and preliminary study on drilling technology, well testing, and production performance, the main conclusions are as follows. 2.Project Profile The Delegate said Dart Oilfield project a TACT (TECHNICAL ASSISTANCE CONTRACT) project established by Pertain and TTS with the purpose of oil recovery and improvement of recovery factor, the term of the contract is 20 years. Party A, Pertain, the natio nal oil company of Indonesia; Part B, P. T. TTS, a company established under Indonesian law, with headquarters in Jakarta, who offers technical assistance for hydrocarbon exploration. During the term of the contract, TTS may recover 80% of its investments from the sales profit of oil production in the first 3 years, and up to 65% in the subsequent years.Of the remaining crude oil after cost recovery deduction, Pertain has right to 73. 2143%, and TTS has right to 26. 7857%. Having passed all approval procedures required by Indonesian Ministry of Energy and Mineral Resources (SEEDS) and examines by authorities in charge of investment and law, PIPE was approved by relevant authorities of Indonesia to hold 100% shares of TTS and PIPE got certain licenses to conduct petroleum exploration and development activities in this country.Geographical and Structural Location The Delegate Said-Dart Oilfield is located in Pangolin Brendan, North Sumatra Province, Indonesia, km northwest from Media, km south from Pangolin Brendan-Pertain Oil Refinery and km Pangolin Us Oil Port respectively. The local transportation is very convenient since North Sumatra Highway directly leads to the oilfield. (Fig. 1) Fig. L Location of Delegate Said Dart Oilfield The area under discussion is characterized by hilly topography with a maximum altitude of less than 100 meters. The valley where the oilfields were found has an altitude of mm and the average height of this area is mm.Part of the area is covered by forests, while the other part has been converted into farms. The climate of this area is warm humid and rainy. The majority of the oil wells are located in open spaces of clumps of bushes. Right now in the oilfield, all trunk roads are in good conditions, while the bypaths connected with well sites are mostly destroyed. The oilfield is located in the southwestern part of North Sumatra Basin, which is bounded on the west by exposed pre-tertiary rocks of Barista Mountains, on the south by A sana Dome, on the east by continental shelf of Strait of Malice, and on the north by Madman Sea Basin (Fig. ). The main structure of the basin is located in Besetting- Delegate Said-Dart thrust anticline belt, a structural belt with NW?SE trending axis and asymmetric flanks. Fig. Structural Location of Delegate Said Dart Geological Evaluation North Sumatra Basin is located in the northwestern tip of Sumatra Island, and extends northward to Madman Sea, with a total area of 13. 7x104km2. The onshore part of the basin, which occupies only 16% of the total area, extends from coastal lowlands to foot of Barista Mountains.Being classified as convergent-arc basin (according to Clammy), North Sumatra Basin is one of the most important hydrocarbon areas in Indonesia with 3. 1 51st proven oil reserves in place and 6. 96Ãâ€"1011 mm proven gas reserves in place, totally 10. 1 laxest (oil equivalent), among which, the onshore oil reserves are 2. 31st and gas reserves are 6Ãâ€"1011 mm. The most valuable Arrant Oilfield and Run Gasified are located in the north of Delegate Said Dart Oilfield. 3. Reserve Analysis Geological Reserves Evaluation 1.Calculation Basis (1) Seismic fine structural interpretation, test oil production data, fluid and rock high- pressure physical parameters of laboratory analysis; (2) The old well reservoir of oil and gas production data , reservoir depth and the thickness parameters; (3) New well drilling, logging, petrochemical, fluid properties, oil and gas shows and other ramset's; (4) Combined with reservoir geological knowledge, field development practices in early phase, and the reserve calculation parameters submit from other companies; 2.Reserves Calculation Unit The main reservoir of Delegate Said Dart oilfields is Upper Tertiary MOBS strata. According to the different oil-producing conditions of reservoir, the reservoir of MOBS can be subdivided into 9 members (MOBS-O ? MOBS-8 ), in which the main producing formation is MOBS-2, stereograph ic thickness is about 50-80 meters and the net reservoir thickness is between 10-35 meters. For the other 8 reservoir formations, the highness is relatively small, scale of reserves is correspondingly small, which can be used as potential development reservoir.Due to the emulation of old well information, the reserve calculation unit is limited to â€Å"Central Thrust Fold Belt† main development layer series: MOBS-I, MOBS-2, MOBS-3, the calculation unit is shown in Table 1: Oilfield Development Layer Series Reservoir Top Depth (m) Reservoir Thickness(m) Delegate Said MOBS-I MOBS-2 1 WWW. 5 MOBS-3 >280 350 20 percent), major schedule delay (>20 percent), or poor plant operability after startup is over 30 percent. The need to find and develop new fields is pushing the upstream sector to the extremes in terms of both environment and technology.For the major western petroleum companies, there are few opportunities to extract oil and gas with minimal risk any longer. This is compo unded by an industry-wide skilled labor shortage. This shortage of skilled labor appears to be having a particularly adverse impact on turnarounds (shutdowns) in the refinery sector. Plant turnarounds are the periodic and planned shutdown of facilities to perform maintenance and/or install new equipment. Figure 1 shows the performance of 36 cent high-complexity refinery turnarounds.The average schedule delay is more than 35% and the average cost overrun is 25 percent. Perhaps more importantly, there is a large degree of variability in the performance as indicated by the bars which measure plus one and minus standard deviation. This means that the turnarounds are highly unpredictable. As these trends gather momentum, risks to project execution will only increase. The use and implementation of risk management systems varies widely across the oil and gas industry. Techniques range from simple spreadsheet based systems to more pesticides enterprise-wide software systems.For the most par t, project teams are identifying and tracking risks. However, effective quantification and implementation of response plans is lacking. Highest Rated Risks in Oil and Gas Sector Based on a database of risk registers we have identified what type of risks both project and turnaround teams are consistently rating as the most severe prior to the execution stage. In total, more than 25 risk registers of differing magnitude and granularity have been evaluated and sorted to reveal the dominant sources of perceived project risks in these sectors.For the most part, these teams used similar methodologies and tools to categorize projects within a common Risk Breakdown Structure (ORBS) as well as an applicable Work Breakdown Structures (WEBS). Individual project teams tend to slightly differ on their interpretation of risk categories and to which element within the ORBS the risk should be allocated. To overcome such deficiency, several basic and overarching categories have been introduced to ca pture all risks in a comparable manner. Capital Projects This analysis is based on nine major oil and gas projects.The combined number of kiss identified within the reviewed risk registers amounted to endured- eleven (1 1 1) after eliminating entries that are too high-level, unspecific, or may not qualify within the framework of this study. Subsequently, nine basic categories, such as Market/Commercial, Technology, and Organizational have been created to sort all qualified risks. Pursuant to the sorting, all categories have been counted to determine the rank-order, or priority of each category within the projects risk framework. Technology clearly topped the list, followed by Planning/Schedule and then Organizational.Project teams are consistently focused on ensuring that technical definition and design issues are well-defined prior to the execution stage and tend to view these issues as the ones with the both highest probability of occurrence and highest impact. The primary concern of these teams is to ensure that there is sufficient time to in the project definition phases to minimize the chances of late design changes during detailed design or construction Table (1) – Project Risk Rating Rated in order of Risk Severity RISK CATEGORY SUB-CATEGORIES 1 .Technology – Ensuring adequate technical definition ROR to detailed engineering – Use of new or unproven technology – Design flaws 2. Planning/Schedule – Permitting takes longer than anticipated – Long-lead times for major equipment 3. Organizational Adequate staffing, Effective team Integration and interface management – Partner alignment 4. Market/Commercial (Economic) Ensuring robust economic case (ROI) Cost escalation and budget constraints 5. Scope Definition Tie-ins with existing facilities (Brownfield modifications) – Adequate understanding of SOBS (Outside Battery Limits) interfaces 6.Procurement & Materials Availability of staff and supporting equ ipment 7. Commissioning &Startup (Operational) Interference with on-going operations 8. Health, Safety, and Environment Safety Incident Turnarounds This analysis based on 15 large-scale refinery turnarounds. The combined number of risks form these registers total over 300. The highest rated risk categories deal with obtaining adequate resources in a timely manner. The top rated category is Technical Support followed closely by Contracting and Labor. Both categories are a reflection of the challenges being faced by largesse refinery turnarounds in attracting enough skilled labor.In addition, turnaround teams are having increasing difficulty obtaining adequate internal technical support from other disciplines during the turnaround to deal with problems and trouble-shoot issues, particularly during the critical startup period. Table (2) – Turnaround Risk Rating ORBS category 1. Technical Support -Insufficient training and lack of both in house and contractor resources for startu p and trouble-shooting 2. Contracting and Labor -Limited availability of skilled craftsman and low quality labor 3. Planning, Scheduling, and Cost – Inadequate process/systems to engage discovery work 4.Scope Definition – Late engineering packages 5. Procurement and Materials – On time arrival of materials and procedures to handle and distribute materials 6. Startup & Operations – Insufficient number of operators available for startup 7. Shutdown and Chemical Cleaning – Cleaning and handover of units takes longer than anticipated 8. Organization and Communications – Poor understanding and communication of roles and responsibilities 9. Capital Projects & Integration – Late capital scope and/or incomplete, poorly defined engineering packages 10.Field Execution & Logistics Congestion, traffic, and offside personnel 11. Health, Safety, & Changes in safety procedures, inadequate understanding of new regulations and inexperienced workforce Payback Period Initial Cost of the Project in 2014 is USED 14,114,036 & initial Cost of Capital is USED 33,625,752. The Project Value in the Present Value with the assumptions of 6% inflation will be USED 25,067,150. Payback Period will be in the next 5 years Therefore based on the calculation of the payback plan, the company will be benefits in this project.The project will be benefits for the company besides the positive payback plan that will be in the positive investments in the 7 years of the company's project. It is also will be good opportunities for the company in channeling their assistance with the project since the company is working together with biggest oil company in Indonesia which is Pertain. The company will be benefits on this projects when the project can be success it will give some advantage or favor for the the company since when they are offering another project contract to Pertain since the performance of the current project will be success. Indonesia Petro Project The block Delegate Said-Dart, located in southwestern of North Sumatra Basin, is the oldest oilfield in Indonesia, with total area of 82 km. It was firstly discovered in 1883, with the development history of fifty years. Oil and gas exploration and development mainly depends on surface geological surveys.In the absence of any modern seismic exploration and logging techniques, oil and gas structural traps were found in the field and produced with outmoded drilling and oil extraction technology. The cumulative oil production of blocks Delegate Said and Dart reached 2335 million rarely before abandonment as the outbreak of war in 1937.Alpha Until sass and sass, the Indonesian National Oil Company (hereinafter referred to as Pertain) and Mobil Oil Company Jointly drilled two deep exploration wells; from year 1977 to 1995, Pertain has carried out AD seismic exploration and research , drilled four deep exploration wells, through which they basically figured out sedimentary characteristics and stereographic features of the field, found out Bang formation and its underlying strata with favorable reservoirs, during which period no systematic re- exportation and development was conducted.During 2002-2012, contractor made secondary development of Delegate Said Dart oilfield. 13 development wells were drilled, among which 9 were put into production as oil well, with a total oil production of nearly 40 thousand barrels, and re exploited 12 old wells abandoned in 1937 with 18 thousand barrels of crude oil production. There were totally over 58 thousand barrels of crude oil produced from newly drilled development wells and recovery wells. 30 years of oil and gas discoveries, more than 50 years of early development, ever 60 years of intermittent exploration, and 10 years of secondary recovery, all show that people have great expectation of new breakthroughs and new discoveries in this field. Feasibility Study 1 . Study Basis All the information and data obtained during the pro cess of the field exploration and development in last 130 years are the only basis to know this field and study it by modern technology, and what's more, it is the origin of confidence on re- understanding, re-evaluation and re-determination of secondary development on the field.In the early period of Oil blocks selection and evaluation, three aspects of this lied have been noticed as follows: (1) Before being abandoned in 1937, relying on simple basic information as surface geological survey and hydrocarbon leakage, BPML companies conducted 50 years of drilling and production work, drilling 176 wells in Delegate Said oilfield, among which are oil wells, accounting for 83%; 247 wells were dilled in Dart oilfield, and 161 were oil wells, accounting for 65%.From amount and success rate of BPML drilling wells, it can be seen that the drilling success rate was very high, indicating that the oil and gas reservoir-cap system is completely preserved. 2) Pertain and Mobil drilled two explor ation deep wells, Delegate AAA and Delegate Bal 1970, and four exploration wells, TTS-I, DOUR-I, TTS-I and Path-8 were drilled by Pertain.According to AD seismic data from 1973,1974,1975,1978, there are only a small number of seismic lines, large quantities of AD digital seismic were intensively collected in year 1985 and 1990, which means that only Path-8 well is the exploration well drilled after mass of AD digital seismic; from analysis of seismic collection and drilling time, it is thought that only Path-8 wells used the AD digital seismic data, which was one of only two oil wells ring this period (another well is Delegate 81). 3) During 2006-2009, 13 development wells were drilled in TTS, among which 9 were put into production as oil wells, with drilling success ratio of about 70%, while in the output of about 4 million barrels of crude oil, well DE-AAA was flowing in production and the yield accounted for 50% , indicating that the area remains high formation pressure and oil s ources have been constantly supplemented.From data analysis of TTS geological studies, drilling design and drilling engineering and other aspects, it is found that he comprehensive geological study does not concern the use of seismic data and construct, still clinging to the simple BPML period geological survey, and many factors including wrong selection of drilling technology resulting serious pollution of the target layer by mud eventually leaded to the consequences of low drilling success ratio and the low oil and gas production.But from the analysis of adjacent wells within the drilling distance of mm, DE-181 A could reach substantial oil and gas production under the circumstance of simply improving drilling technology, which means a great potential for secondary development for an old oilfield located nil . Km anticline structure, and with 14. 98 million barrels of crude production before the year 1937. The above shows, although after 130 years of exploration and development, t he main production period of Delegate Said Dart oilfield is still the 50 years before 1937, and the exploration and development technology is relatively lag behind.With widely use of modern oil and gas exploration and development as well as drilling technology, the field will be able to make new discoveries and breakthroughs. In recent months, PIPE has setup a professional technical team of oil and gas exploration and development, through data collection, collation, post- processing analysis and research of the oilfield geological, seismic, logging and other aspects, combined with data analysis and preliminary study on drilling technology, well testing, and production performance, the main conclusions are as follows. 2.Project Profile The Delegate said Dart Oilfield project a TACT (TECHNICAL ASSISTANCE CONTRACT) project established by Pertain and TTS with the purpose of oil recovery and improvement of recovery factor, the term of the contract is 20 years. Party A, Pertain, the natio nal oil company of Indonesia; Part B, P. T. TTS, a company established under Indonesian law, with headquarters in Jakarta, who offers technical assistance for hydrocarbon exploration. During the term of the contract, TTS may recover 80% of its investments from the sales profit of oil production in the first 3 years, and up to 65% in the subsequent years.Of the remaining crude oil after cost recovery deduction, Pertain has right to 73. 2143%, and TTS has right to 26. 7857%. Having passed all approval procedures required by Indonesian Ministry of Energy and Mineral Resources (SEEDS) and examines by authorities in charge of investment and law, PIPE was approved by relevant authorities of Indonesia to hold 100% shares of TTS and PIPE got certain licenses to conduct petroleum exploration and development activities in this country.Geographical and Structural Location The Delegate Said-Dart Oilfield is located in Pangolin Brendan, North Sumatra Province, Indonesia, km northwest from Media, km south from Pangolin Brendan-Pertain Oil Refinery and km Pangolin Us Oil Port respectively. The local transportation is very convenient since North Sumatra Highway directly leads to the oilfield. (Fig. 1) Fig. L Location of Delegate Said Dart Oilfield The area under discussion is characterized by hilly topography with a maximum altitude of less than 100 meters. The valley where the oilfields were found has an altitude of mm and the average height of this area is mm.Part of the area is covered by forests, while the other part has been converted into farms. The climate of this area is warm humid and rainy. The majority of the oil wells are located in open spaces of clumps of bushes. Right now in the oilfield, all trunk roads are in good conditions, while the bypaths connected with well sites are mostly destroyed. The oilfield is located in the southwestern part of North Sumatra Basin, which is bounded on the west by exposed pre-tertiary rocks of Barista Mountains, on the south by A sana Dome, on the east by continental shelf of Strait of Malice, and on the north by Madman Sea Basin (Fig. ). The main structure of the basin is located in Besetting- Delegate Said-Dart thrust anticline belt, a structural belt with NW?SE trending axis and asymmetric flanks. Fig. Structural Location of Delegate Said Dart Geological Evaluation North Sumatra Basin is located in the northwestern tip of Sumatra Island, and extends northward to Madman Sea, with a total area of 13. 7x104km2. The onshore part of the basin, which occupies only 16% of the total area, extends from coastal lowlands to foot of Barista Mountains.Being classified as convergent-arc basin (according to Clammy), North Sumatra Basin is one of the most important hydrocarbon areas in Indonesia with 3. 1 51st proven oil reserves in place and 6. 96Ãâ€"1011 mm proven gas reserves in place, totally 10. 1 laxest (oil equivalent), among which, the onshore oil reserves are 2. 31st and gas reserves are 6Ãâ€"1011 mm. The most valuable Arrant Oilfield and Run Gasified are located in the north of Delegate Said Dart Oilfield. 3. Reserve Analysis Geological Reserves Evaluation 1.Calculation Basis (1) Seismic fine structural interpretation, test oil production data, fluid and rock high- pressure physical parameters of laboratory analysis; (2) The old well reservoir of oil and gas production data , reservoir depth and the thickness parameters; (3) New well drilling, logging, petrochemical, fluid properties, oil and gas shows and other ramset's; (4) Combined with reservoir geological knowledge, field development practices in early phase, and the reserve calculation parameters submit from other companies; 2.Reserves Calculation Unit The main reservoir of Delegate Said Dart oilfields is Upper Tertiary MOBS strata. According to the different oil-producing conditions of reservoir, the reservoir of MOBS can be subdivided into 9 members (MOBS-O ? MOBS-8 ), in which the main producing formation is MOBS-2, stereograph ic thickness is about 50-80 meters and the net reservoir thickness is between 10-35 meters. For the other 8 reservoir formations, the highness is relatively small, scale of reserves is correspondingly small, which can be used as potential development reservoir.Due to the emulation of old well information, the reserve calculation unit is limited to â€Å"Central Thrust Fold Belt† main development layer series: MOBS-I, MOBS-2, MOBS-3, the calculation unit is shown in Table 1: Oilfield Development Layer Series Reservoir Top Depth (m) Reservoir Thickness(m) Delegate Said MOBS-I MOBS-2 1 WWW. 5 MOBS-3 >280 350 20 percent), major schedule delay (>20 percent), or poor plant operability after startup is over 30 percent. The need to find and develop new fields is pushing the upstream sector to the extremes in terms of both environment and technology.For the major western petroleum companies, there are few opportunities to extract oil and gas with minimal risk any longer. This is compo unded by an industry-wide skilled labor shortage. This shortage of skilled labor appears to be having a particularly adverse impact on turnarounds (shutdowns) in the refinery sector. Plant turnarounds are the periodic and planned shutdown of facilities to perform maintenance and/or install new equipment. Figure 1 shows the performance of 36 cent high-complexity refinery turnarounds.The average schedule delay is more than 35% and the average cost overrun is 25 percent. Perhaps more importantly, there is a large degree of variability in the performance as indicated by the bars which measure plus one and minus standard deviation. This means that the turnarounds are highly unpredictable. As these trends gather momentum, risks to project execution will only increase. The use and implementation of risk management systems varies widely across the oil and gas industry. Techniques range from simple spreadsheet based systems to more pesticides enterprise-wide software systems.For the most par t, project teams are identifying and tracking risks. However, effective quantification and implementation of response plans is lacking. Highest Rated Risks in Oil and Gas Sector Based on a database of risk registers we have identified what type of risks both project and turnaround teams are consistently rating as the most severe prior to the execution stage. In total, more than 25 risk registers of differing magnitude and granularity have been evaluated and sorted to reveal the dominant sources of perceived project risks in these sectors.For the most part, these teams used similar methodologies and tools to categorize projects within a common Risk Breakdown Structure (ORBS) as well as an applicable Work Breakdown Structures (WEBS). Individual project teams tend to slightly differ on their interpretation of risk categories and to which element within the ORBS the risk should be allocated. To overcome such deficiency, several basic and overarching categories have been introduced to ca pture all risks in a comparable manner. Capital Projects This analysis is based on nine major oil and gas projects.The combined number of kiss identified within the reviewed risk registers amounted to endured- eleven (1 1 1) after eliminating entries that are too high-level, unspecific, or may not qualify within the framework of this study. Subsequently, nine basic categories, such as Market/Commercial, Technology, and Organizational have been created to sort all qualified risks. Pursuant to the sorting, all categories have been counted to determine the rank-order, or priority of each category within the projects risk framework. Technology clearly topped the list, followed by Planning/Schedule and then Organizational.Project teams are consistently focused on ensuring that technical definition and design issues are well-defined prior to the execution stage and tend to view these issues as the ones with the both highest probability of occurrence and highest impact. The primary concern of these teams is to ensure that there is sufficient time to in the project definition phases to minimize the chances of late design changes during detailed design or construction Table (1) – Project Risk Rating Rated in order of Risk Severity RISK CATEGORY SUB-CATEGORIES 1 .Technology – Ensuring adequate technical definition ROR to detailed engineering – Use of new or unproven technology – Design flaws 2. Planning/Schedule – Permitting takes longer than anticipated – Long-lead times for major equipment 3. Organizational Adequate staffing, Effective team Integration and interface management – Partner alignment 4. Market/Commercial (Economic) Ensuring robust economic case (ROI) Cost escalation and budget constraints 5. Scope Definition Tie-ins with existing facilities (Brownfield modifications) – Adequate understanding of SOBS (Outside Battery Limits) interfaces 6.Procurement & Materials Availability of staff and supporting equ ipment 7. Commissioning &Startup (Operational) Interference with on-going operations 8. Health, Safety, and Environment Safety Incident Turnarounds This analysis based on 15 large-scale refinery turnarounds. The combined number of risks form these registers total over 300. The highest rated risk categories deal with obtaining adequate resources in a timely manner. The top rated category is Technical Support followed closely by Contracting and Labor. Both categories are a reflection of the challenges being faced by largesse refinery turnarounds in attracting enough skilled labor.In addition, turnaround teams are having increasing difficulty obtaining adequate internal technical support from other disciplines during the turnaround to deal with problems and trouble-shoot issues, particularly during the critical startup period. Table (2) – Turnaround Risk Rating ORBS category 1. Technical Support -Insufficient training and lack of both in house and contractor resources for startu p and trouble-shooting 2. Contracting and Labor -Limited availability of skilled craftsman and low quality labor 3. Planning, Scheduling, and Cost – Inadequate process/systems to engage discovery work 4.Scope Definition – Late engineering packages 5. Procurement and Materials – On time arrival of materials and procedures to handle and distribute materials 6. Startup & Operations – Insufficient number of operators available for startup 7. Shutdown and Chemical Cleaning – Cleaning and handover of units takes longer than anticipated 8. Organization and Communications – Poor understanding and communication of roles and responsibilities 9. Capital Projects & Integration – Late capital scope and/or incomplete, poorly defined engineering packages 10.Field Execution & Logistics Congestion, traffic, and offside personnel 11. Health, Safety, & Changes in safety procedures, inadequate understanding of new regulations and inexperienced workforce Payback Period Initial Cost of the Project in 2014 is USED 14,114,036 & initial Cost of Capital is USED 33,625,752. The Project Value in the Present Value with the assumptions of 6% inflation will be USED 25,067,150. Payback Period will be in the next 5 years Therefore based on the calculation of the payback plan, the company will be benefits in this project.The project will be benefits for the company besides the positive payback plan that will be in the positive investments in the 7 years of the company's project. It is also will be good opportunities for the company in channeling their assistance with the project since the company is working together with biggest oil company in Indonesia which is Pertain. The company will be benefits on this projects when the project can be success it will give some advantage or favor for the the company since when they are offering another project contract to Pertain since the performance of the current project will be success.

MID-TERM CASE STUDY Example | Topics and Well Written Essays - 1500 words

MID-TERM - Case Study Example ustice and Fidelity (Miller and Davis, 1996).In this case , the main problem is to choose a person who will contribute to the development of the company and at the same time leads to change, empowerment and transformation. If Liz is selected, she will be the first African female woman manager and can do average performance with high energy level. It will also help her personally a lot. Roy, a white person has sacrificed even his family for the company while his performance is average to low. He has twenty years experience. Quah’s performance level is high but she will go to any extent for reaching her goals and her experience is also low. She is very bold as evident from her previous experience. In this case, the principle of autonomy means that the candidate needs to be independent and the candidate needs to make clear and rational decisions. Based on this principle, Liz and Quang are the top candidates. This is because Roy’s son has got engaged with vice president’s daughter, which seemed like a company affair to get promotion for Roy. Hence, Roy cannot be considered as a best candidate according to the principle of autonomy. Based on the principle of Nonmaleficence, the decision should not do any intentional harm to others (Kitchener, 1984; Rosenbaum, 1982; Stadler, 1986; Forester-Miller & Rubenstein, 1992). Liz is the best person based on this principle. Based on the principle of beneficence, the decision needs to contribute to the welfare of the person. This is because of her personal commitments and financial problems According to this principle also, Liz is the best candidate. The principle of justice means that treating as equal with their differences and able to give a rationale for the difference in treatment (Kitchener, 1984). According to this principle also, Liz is the best candidate. â€Å"Fidelity means loyalty, faithfulness and honouring commitments† (Miller and Davis, 1996, p2).Based on this principle, Roy and Quang are the best

The phenomena of Colony Collapse Disorder in honeybee Essay

The Phenomena Of Colony Collapse Disorder In Honeybee Populations - Essay Example The symptoms include, among others, the presence of younger honeybees, around the healthy queen bee as the older and adult honeybees leave the hive, without coming back to it. In addition, studies have shown that the apparently visible symptom could be the absence of wax moths, or small hive beetles or other hive pests that could invade the beehives. The causes of CCD could include different virus causing diseases like American and European foulbrood, Nosema and other disease-causing pathogens, as their presence is alarming to the honeybee population. In addition, the invasive pest species also causes CCD. However, a combination of various pathogens would be responsible for CCD, rather than an isolated virus. The other major factors responsible for the large disappearance of Honeybee populations are chemicals that would be present in the beehive and the environment, while honeybee growing into a monocropping  agricultural system can also be a cause for CCD as proper nutrition is not allowed for the honey bee, to grow naturally. While these factors and other causes of CCD are described below, it is important to mention here that scientists are still trying to isolate any pertinent causes, including the use of chemicals and behavior of honeybees, responsible for CCD that has resulted in national worry as agriculture produce is getting severely affected due to this phenomenon.....(University of Arkansas, 2009) Earlier known as Fall Dwindle Disease, CCD is the dying process of healthy honeybees colonies, which makes them disappear, within a very short span of time, just around three weeks. The apparent indications are that the workforce of such colonies comprises mainly young bees and they are reluctant to consume the provided feed. After this collapse, no adult bees are left, while no invasion takes place to rob the colony of its food that still remains there.

Modern European History (1789-present) Essay Example | Topics and Well Written Essays - 3250 words

Modern European History (1789-present) - Essay Example 84 and the Primerose League collected great support and laid strong foundation for the conservatives .With the advent of Benjamin Disreli from [1874-1880] resorted Conservatism to modern reforms ,0peeped out their influence as a result of the imperialistic and electoral plans of Disreli. Socialism stands for an economic theory and cooperation among all classes of people . It came out as a reaction to bring social and economic change as an effect of the Industrial revolution .Conservatism concerns with the social and political changes as an effect of the French Revolution. Radicalism is concentrated in maintaining radicalism principles in economic and social circumstances . It paved the way for protest against hunger and want .It also paved the way for betterment of the society.The new right refers to different categories in different ststes.In United kingdom it refers to neo-liberalism , in France it refers to new thinking in political aspects ,declaring their thought to be the right . Q 4 .IN CONTARAST TO THE NATIONALIST LIBERATION STRUGGLE OF THE FIRST HALF OF THE NINETEENTH CENTURY, A NUMBER OF HISTORIANS ARGUED THAT GERMANY UNIFIED THROUGH WAR AND DIPLOMACY. SUPPORT OR CHALLENGE THIS STATEMENT. DESCRIBE OTHER SOLUTIONS OR PROPOSALS TO THE QUESTION OF UNIFICATION THROUGHOUT THE NINETEENTH CENTURY. The unification of Germany has been one of the major political events. When we talk of thee unification , we should be aware of the facts that Germany played a very important role in the post - cold war .Europe’s participation was an ever green sight for the politicians and economists. Bismark had deep conservative monarchist and aristocratic observations. He was the one who worked out the diplomatic ideologies and created war fronts to get Germany united. He was strictly obsessed with Prussia . He does not want Prussia to be an individual province , to be more precise , he wanted Prussia to come under the German constituency. He took the rewards of the

Short Story Essay Example | Topics and Well Written Essays - 2500 words

Short Story - Essay Example One would feel that they had forgotten the terror revolving on their heads. But the truth was that they had learnt to live in terror. The bus-stop was as usual crowded with waiting passengers. Second last in the queue was a boy who kept opening and shutting the lens of his camera while standing at the bus stop. The big, black camera hanging from his neck was the only thing he was carrying. A lose black t-shirt and a pair of worn out baggy jeans pants were hanging over his thin body frame. Natural goatee marked his chin and his face was colourless, ghostly white. He would be barely out of teens but his demeanour gave his face the maturity of forties. He turned the camera around, slapped it a couple of times and tried to adjust the lens again. The boy managed to squeeze his way to the middle of the jam-packed bus with the man virtually on his shoulder. Though it was a pleasant morning in the Poonch district of Kashmir, the insides of the bus were boiling due to the crowd. Wailing infants and shouting women were adding to the heat. Conductor of the bus rushed towards the new entrants and started handing out tickets. ‘No-no, I don’t regret it, he died bravely like a warrior, though he was a common man. He was just about your age and used to carry the same type off camera around his neck. I am really proud that he died on duty, serving the nation....Do you know, he revealed the exact hideout of the enemy to the Indian army unit posted there just before he died? The Government of India has bestowed Gallantry Award on my son... posthumously. It’s just that I miss him too much and cannot stop myself when I see somebody like him....,’ the man’s voice trailed off as he wiped the corners of his eyes with his hands. ‘Hey chap...Oh boy...,’ Habibulah called after the boy but the boy kept walking at a fast pace. The bus had started off again. The man looked at the departing bus and then ran behind the boy.

Genetically Modified Food Essay Example | Topics and Well Written Essays - 1500 words

Genetically Modified Food - Essay Example People in Africa can be fed genetically modified food because it is inexpensive and it does not take much effort to produce it. This paper will shed more light upon how genetically modified food can save countless lives not only in Africa but also all across the globe. There is very wrong perception of the rich people that there is no food shortage in the world and this is because they have all the luxuries in the world, but they have just noticed the sharp increase in food price. However, food is becoming a scarce resource and this increase in prices is a result of food crisis which is one of the most important global issues. According to The Oxford Committee for Famine Relief (OXFAM), there are 967 billion people who do not have enough amount of food to eat (2008). It is found that the global food crisis exists because of several causes. Oil crisis is one of the main factors which have a direct impact on the food crisis, the prices of food transportation and agricultural fertilizer s have increased because of the oil crisis and the same directly affects the food crisis. Population growth is another cause especially in middle class countries such as India the same has led to an increase in the demand of meat that apply more grain in order to be produced than other commodities. Climate change has also affected food production where drought covered several parts of the world such as south Asia. Trade is another cause of food crisis because imported goods might be cheaper than goods produced in the country, so poor farmers are forced to reduce the price of their products. Finally, Bio fuel production is considered as one of the biggest causes of food crisis since the price of food has increased at the same time as bio fuel production has increased. The food crisis not only affects the developing countries but it has also started taking a toll on the developed countries. This essay considers the responses to food crisis in Zimbabwe which is a developing country in South Africa. To understand this issue, we fist need to explain the reasons for food crisis in Zimbabwe. Then, we will discuss and evaluate the current responses to this problem there. Finally, other appropriate responses to solve the food crisis in Zimbabwe will be presented. As a poor developing country in South Africa, Zimbabwe has been suffering from economical Decline since its independence from the British in the year 1980, and this is exactly the main factor for food crisis. Weak economical situation in Zimbabwe brings about less than 30 per cent of employment as a result of which, hunger expands in the country and more people live in extreme poverty (IRIN, 2008). 5.5 billion dollars as dept on the Zimbabwean government to be paid to other countries, this goes to show how fragile the Zimbabwean government is. According to the same source, irregular and delays in dept payment led some countries to stop trade with the Zimbabwean government. The Need of the Hour It is clear that aid in the form of fertilizers and seed is a long term solution because with this kind of response farmers produce more food and reduce the amount of imported food as a result. Moreover, by improving the agricultural part, food shortage will decrease and the country could export food instead of importing. However, the amount of

Forum APA Essay Example | Topics and Well Written Essays - 500 words

Forum APA - Essay Example In academic writing, it is critical to understand the type of sources that are allowed for use. Books are one of the academic sources of information in writing. These sources may be accessed from the library or from online libraries. The other authentic source of information when researching for academic writing are journals and peer reviewed articles that are also available from libraries and online (Jager and Bak, 2003). Students may also use reports from governments and different organizations as the source of information when writing. Published theses are also used as authentic sources in writing (Adams and Forsyth, 2006). Lastly, a student is allowed to use some online materials when researching. Despite the numerous numbers of sources that a student can use, one is warned against using some online sources such as Wikipedia, blogs and websites ending with â€Å".com†. Whenever a student uses any source, one is required to cite it accordingly within the text and provide a list of references after the work is completed (Adams and Forsyth, 2006). Citing of references may be carried out based on different referencing styles. The most common referencing styles are American Psychologist Association (APA), Modern Language Association (MLA), Harvard, Chicago and Oxford. References are cited in any research work to avoid cases of plagiarism and to give tribute to the source of any idea (Jager and Bak, 2003). One of the reasons for the use of quality reference in writing is to assure that the student accesses authentic information. In the sources such as Wikipedia and blogs, the information contained may be changed by different people. This makes such information untrustworthy and incredible for use. However, quality sources contain accurate facts that have been tested through research and over a long period (Jager and Bak, 2003). Quality sources are also important as they provide

Outline Essay Example | Topics and Well Written Essays - 250 words - 60

Outline - Essay Example The voice technology, especially the use of polygraphs are commonly made for interrogation with different questions that detects one is telling the truth or a lie and manipulation of voice and how the person speaks tells more. The reason they are still considered is because there are less than 5% of ‘good people at detecting lies’ are easily deceived and most out of empathy or emotions may not distinguish truth from lies (Roth, Williams, Phifer, & Twentieth Century Fox Home Entertainment, Inc, 2010). Voice technology through use of lie detectors may be of use in enforcing the law by distinguishing those telling the truth from lies. However, the limitations of trained liars and some honest, people may fail to be recognized leading to injustice. It is not always favorable to use them. In the last few decades, technology/scientific development has taken place in many areas and this affects us on the both a personal level and within our professions. Lie detection, a form of voice technology has been growing widespread and available, especially in law courts to investigate the truth. The good judgments made are helpful to individuals as well as the society while the negative effects affect them as well and may hinder justice. Brett,  A.  S., Phillips,  M., & Beary,  J.  F. (1986, March 8). Predictive Power of the Polygraph: Can the "Lie Detector" Really Detect Liars?, by Allan S. Brett, Michael Phillips, John F. Beary. Retrieved from http://www.american-buddha.com/art.predictivepowerpolygraphbeary.htm Brown,  T.  E., Senter,  S.  M., Ryan,  A.  H., & DEPARTMENT OF DEFENSE POLYGRAPH INST FORT JACKSON SC. (2003). Ability of the Vericator to Detect Smugglers at a Mock Security Checkpoint. Ft. Belvoir: Defense Technical Information

Stress and job satisfaction among social workers and support workers, Essay

Stress and job satisfaction among social workers and support workers, implications for the care management model. Case study of an organisation in liverpool - Essay Example More recently this is apparent in the wealth of prescriptive â€Å"how to do it† guides currently published. With the context of the proposed study we will consider the term â€Å"collaboration† to denote the notion of organisations that â€Å"work together† , this in itself will encompass those terms that are considered parallel to it, for example: co-ordination; co-operation and networking. This will allow facilitate a direct application of the wider concept of the term to the planned study. However, a working definition of the term â€Å"collaboration† would be offered at the outset from a wider consideration of the current literature available. From a personal perspective having worked in the social care industry, I have viewed first hand the constraints and concerns that are endemic within the social care setting, these being impacted by the levels of macro management styles, systems and strategies that enforce the need for greater review, deployment and utilisation of precious resources. In this respect exploring the collaborative system within the context of social care will afford me greater understanding of the systems that govern and impact welfare provision in the United Kingdom (UK). Having now introduced the nature of the potential enquiry we can now move to briefly consider the current debate in literature that has informed the initial interest in this project subject and hypothesis proposed. The culture of collaboration has in recent years been debated and discussed within academic circles to the point where this empirical debate now firmly focused on developing a wider theoretical understanding of this concept within the context of corporate and societal macro and micro models. At this state it is important to offer a definition of the term â€Å"collaboration†, although it is worth noting that its meaning and

Accidents at Home Essay Example for Free

Accidents at Home Essay We’d all like to believe that our home is a secure, comfortable environment, but we tend not to notice that this very place holds the potential to become very dangerous. In fact, most accidents occur in and around our homes, with the consequences involving anything from minor abrasions to a fatality. Believe it or not, water one of our most valued necessities in life, can not only provide life but also take it. Young children are often the victims of this hazardous feature. All it requires is for the parents to look in the other direction and the next moment, a curious child can wander in the direction of the family swimming pool. An unsurprised toddler can easily fall into the pool and drown. Due to the alarming increase in infant deaths due to drowning, a change in council legislation now demands the presence of childproof fencing around all pools. However there is always the slightly older and more mischievous lot of children who have managed to overcome the barriers of the fencing around pools. As a result, child drowning cases have continued to occur. These numbers have led to a council initiative of childproof safety gates to be manufactured. This requires an adult to open these gates, ensuring parental supervision. See more: Old Age Problem essay In response to the broken bones and concussions that have occurred around pool areas due to older children and teenagers running and playing carelessly around the pool, there has been the further implementation of non-slip pool pavers and surrounds. Nevertheless water inside the home can also be the cause of various accidents, especially in the bathroom which often have wet floors. Wet tiles that may cause a soothing sensation under the feet on a hot day, can instantly become the source of harmful falls, for people of all ages. A slip on a wet floor can lead to bruises, a broken bone or even concussion. In order to prevent these incidents from occurring, households are being urged to make use of the vast array of non-slip mats and non-slip stick-on designs that can even add colour to assist the visually impaired elderly residents. As we age, the activity of our nervous systems tends to function at a lower rate, causing our bodies to react more slowly, so in the event of an accidental fall, the time taken for the brain to send out signals to alert the effectors is lessened as we age. When an elderly person falls, there is the potential for severe injuries because their fragile bones can easily be roken. To ensure their utmost safety, hand rails around the bath are becoming common. Furthermore as water is heated, the hot liquid and steam that results can cause severe scalding accidents that can inflict a single burn or a serious injury. This is especially true for the elderly, with their delayed sensory reaction times, because they can be under a hot shower for several minutes before realising that they’re burnt. As a result, water temperature regulators have been installed in hospitals and the homes of the elderly, in an attempt to minimise the burns caused by hot water. Children can also be subject to similar types of burns when left unsupervised for a moment in bathrooms. Being fascinated by the motion of a rotating tap, these young minds may find themselves running hot water long enough to accidently burn themselves. For this reason, there are childproof tap covers that prevent the tap from turning on, to prevent curious children from scalding injuries when handling hot water. In the kitchen, a slip of the hand is all it takes to cause severe third degree burns. Therefore community service advertisements appear from time to time on television and on the radio to inform people about the hazards present in the kitchen. Even the steam that arises from the kettle poses certain threats. Top-opening kettles posed a potential risk for steam burns on the hand, arm and face and as a result kettles have been redesigned to open and fill at the front, thereby directing steam away from the user. Microwavable food has also proved to be a problem, because when opening the packaging, steam rushes out quickly, causing steam burns. This is why, instructions on the packaging is now mandatory alerting people to delay the time before opening. By doing this, the steam is allowed to dissipate, greatly decreasing the risk of steam burns. Nevertheless, burns are not only the result of hot liquids, because household heating poses a major threat to those who reside in the home. Open fires were once a common source of heating in many households, however the alarming number of house fires caused by curtains or furniture igniting has increased public awareness and also initiated government actions. Thus pressure has been placed on manufacturers to produce burn resistant carpets and curtain material in an attempt to reduce the risk of a stray spark causing a house fire. In order to further minimise the risk of burn injuries from open fires, a ban on installing fully open fires has been passed through government, and slow combustion fires which are a safer alternative, are readily available in many retail stores. However, during cold nights, there is an urge to leave the heater on for the entire night. This action, and the increased use of nylon sleepwear, posed a major threat of house fires while the family was asleep. Consequently, several steps have been taken by the government to ensure the safety of all individuals while they sleep. For instance, sleepwear sold to customers must have the required level of flammability labelled, in order for them to make an informed decision and about avoiding unnecessary burns. The advancement of technology has also allowed for artificial intelligence to be implemented in heating appliances in the form of temperature regulators, causing the heater to either turn on or off in order to maintain the temperature of the room without the risk of overheating and causing a fire. There has also been the danger of accidentally knocking over a heater, especially by children or pets, and this has been responsible for severe burns or even a fatal house fire if the heater came in contact with the carpet and began to burn. However the use of cut-off switches in these portable heaters has greatly minimised the risk of burn injuries and house fires, as the heater simply stops working the moment its sensors realise that it has fallen over. Yet accidents involving electricity can involve more than just electrical heating because there are many appliances used on a daily basis in the average home. Even the simple toaster or hair dryer can cause severe injuries when not correctly handled. For instance when a wet hand decides to grab the nearby hair dryer, water can seep into the electric circuit causing various degrees of electric shock. In order to minimise the risk of this occurring, safety instructions have been attached to such appliances that highlight the dangers that can arise. The toaster is another classic example, where burns have occurred simply by sticking metal cutlery into the toaster in an attempt to remove a piece of toast. Safety instructions have therefore been stuck onto these appliances in order to make people think twice before performing harmful actions. Furthermore, community service advertisements have also been appearing, informing viewers on the dangers that household electrical appliances can pose. Because curious young children can unwillingly stick a finger or a fork into the holes of a power point, safety plugs for power points have been introduced onto the market. When inserted, they prevent easy access, reducing the risk of electrocution especially amongst the younger children. Most importantly, with vast areas of the modern home powered by electricity, the possibility can always arise for a circuit overload or shortage. However being completely engrossed in our busy lives, we tend to not notice, so circuit breakers have been introduced that instantly shut down all power to the house when a threat arises, saving people from serious injuries or even a fatal house fire. Even when electricity is not present, tools and implements also increase the chance of obtaining cuts and lacerations. The preparation of any dish requires the use of knives, peelers and sometimes graters, yet these are some of the many implements that can cause accidents. For instance, the knives when kept in a drawer can see unsuspecting fingers close over their sharp teeth, whilst searching for a particular item. The cuts that result from this incident can be severe and as a result knife boards and jackets have been designed to allow knives to be safely stored. As with knives, peelers and graters only require a slight slip or fumble to cause deep lacerations. Due to these alarming occurrences, manufacturers have improved the design of these implements to include firmer bases and safety blades, in an attempt to minimise any injuries they may inflict. Children are once again victims of the many implements in the kitchen, involving cutlery and scissors. Although they might consider such items to be enjoyable to play with, the number of cuts that have been inflicted has increased rapidly. This is why plastic cutlery and scissors have been produced to allow children to continue playing in a safer environment. Outside the house, there are a variety of tools that can inflict even worse damage. Garden tools can cause severe lacerations if carelessly touched or used, due to their sharp edges. For example, the saw with its sharp teeth can inflict severe cuts so to minimise the likelihoods of such injuries, safety packaging now accompanies these potentially dangerous products, allowing them to be stored safely. In the garden shed, specially padded gardening gloves are also found which help prevent unexpected cuts from thorns or sharp branches that are incurred while performing regular garden jobs. Besides the tools on the shed or garage shelf, there are a wide range of substances, some more dangerous than others. Apart from the cuts, bruises and burns that are inflicted from appliances and various activities around the home, the improper storage of such dangerous substances have accounted or the numerous incidents involving rushing young children to hospital. This may occur after children are attracted to the brightly, coloured tablets and consume them, thinking they are lollies. Similarly with liquids, unsupervised children can easily open and drink a colourful dishwashing liquid or shampoo, thinking it is cordial, but this can lead to serious vomiting and diarrhoea requiring medical attention. For this reason, childproof caps have been introduced on many dangerous liquids which require bo th motions of pressing down and twisting. To ensure the child’s safety when parents are busy, childproof cupboard locks have appeared in many homes, restricting children from accessing dangerous chemicals or medications. To further protect people from the dangers of overdosing or mixing pharmaceutical drugs in an unsafe manner, such as when a headache is so severe that a victim takes three different kinds of painkillers, it is now mandatory to label all substances with both safety instructions and medical advice if for example, a dangerous substance like weedkiller is absorbed, breathed or comes in contact with the skin. Bruises, broken bones, scalding and lacerations are just some of the injuries that can be inflicted on residents, in and around the home. Surely it is clear, that with the numerous cases of severe injuries, which occur in and around our homes every day, it is in fact a very dangerous place to be in.

The Direct Bald On Record Strategy English Language Essay

The Direct Bald On Record Strategy English Language Essay According to Brown and Levinson(1978: 74), bald on record strategy is a direct way of saying things, without any minimisation to the imposition, in a direct, clear, unambiguous and concise way, for example Do X!. Brown and Levinson (1987) claim that the primary reason for bald on record usage may be generally stated as whenever the speaker wants to do FTA with maximum efficiency more than s/he wants to satisfy hearers face, even to any degree, s/he will choose the bald on record strategy. There are different kinds of bald on record usage in different circumstances. This is because the speaker can have different motives for her/his wants to do the FTA with minimum efficiency. The motives fall into two classes; one is where the face threat is not minimised and therefore ignored or irrelevant, and the other is where in doing the FTA baldly on record, the speaker minimises face threats by implication. Brown and Levinson (1978: 100) give an example of bald on record strategy and say that direct imperatives are clear examples of bald on record usage. Imperatives are often softened with hedges or conventional politeness markers, e.g., Please send us the offers. Verb do is used with imperatives, like in Do call us. While what BL call bald on record strategies might simply involve the Gricean maxims, politeness strategies, in contrast, would involve violating the maxims in specific way. Positive politeness The positive politeness is usually seen in groups of friends, or where people of given social situation know each other fairly well. It usually tries to minimize the distance between them by expressing friendliness and solid interest in the hearers need to be expected (minimize FTA). Unlike negative politeness, positive politeness is not necessarily re-dressive of the particular face infringed by the FTA. According to Brown and Levinson (1978: 106), positive politeness is redress directed to the addressees positive face, his/her perennial desire to the his/her wants or actions acquisitions, values resulting from them -should be thought of as desirable. Furthermore, they describe that the redress consists in partially satisfying that desire that ones own wants or some of them are in some respects similar to the addressees wants. BL also note that unlike negative politeness, positive politeness is not necessarily redressive of the particular face want infringe by the FTA. In other words, in positive politeness, the sphere of redress is widened to the appreciation of alters wants in general or to the expression of similarity between egos and alters wants . . . .the linguistic realizations of positive politeness are in many respects simply representative of the normal linguistic behaviour between intimates, where interest and approval of each others personality, presuppositions indicating shared wants and shared knowledge, implicit claims to reciprocity of obligations or to reflexivity of wants, etc. Are routinely exchanged. Perhaps the only feature that distinguishes positive politeness redress from normal everyday intimate language behaviour is an element of exaggeration; this serves as a marker of the face-redress aspect of positive politeness expression by indicating that even S cant with total sincerity say I want your wants he can at least sincerely indicate I want your positive face to be satisfied Brown and Levinson (1978: 106) BL add the element of insincerity in exaggerated expressions of approval or interest is compensating for by the implication that the speaker sincerely wants positive face to be enhanced. This perspective of intimacy is interesting when considering articles in economic journals between authors and audiences are not usually very intimate and if they were, intimacy would be disregard while giving scientific claims. In this sense, it could be expected that not many strategies of positive politeness would be used or rarely used in the articles of economic journals. BL also explain that the association with intimate language usage gives the linguistic of positive politeness its redressive force. They claim that positive politeness utterances are used as kind of metaphorical extensions of intimacy, to imply common ground or sharing of wants to a limited extension of intimacy, and also to imply common ground or sharing of wants to a limited extent even between strangers who perceive themselv es for the purposes of the interaction as somehow similar. This is true when considering economic articles; in fact, sometimes authors and audiences (esoteric) have similar knowledge in general or purpose in common. BL also point out that the positive politeness techniques are usable not only for FTA redress but in general as a kind of accelerator, where S, in using them, indicates he wants to come closer to H or audiences. In addition, BL divide positive politeness into three strategies, namely claiming the common ground, conveying that sender and receiver are co-operators and fulfilling receivers want. 2.3.2.3 Negative Politeness When Brown and Levinson define negative politeness, they say that it is a redressive action addressed to the addressees negative face, that is the addressees wants to have freedom of action unhindered and addressees attention unimpeded. They also point out that negative politeness is the heart of respective behaviour, just as positive politeness is the kernel of familiar and joking behaviour. Negative politeness corresponds to the rituals of avoidance. Where positive politeness is free-ranging, negative politeness is specific and focused; it performs the function of minimizing the particular imposition that the FTA gives unavoidable effects. Furthermore, BL also stress the difference among them, that negative politeness is the kind of politeness used between acquaintances whereas positive politeness is used between closer friends. Negative politeness is the most elaborate and the most conventionalized set of linguistic strategies for FTA redress; it fills the etiquette books although positive politeness also gets some attention. Furthermore, according to BL (1987: 135), the linguistic realization of negative politeness, conventional indirectness, hedges on illocutionary force, polite pessimism, and the emphasis on hearers relative power are very familiar and need no introduction. In addition, BL say that the negative politeness outputs in all forms are used in general for social distancing. Therefore, they are likely to be used whenever a speaker or a sender wants to put a social brake on the course of interaction. There are five main categories as the linguistic realization of negative politeness by BL, namely communicating senders want not to impinge the receiver, not coercing receiver, not presuming/assuming, being (conventionally in) direct and redressing receivers wants. 2.3.2.4 Off Record Brown and Levinsons (1978:216) define off record strategy as a communicative act which is done in such a way that is not possible to attribute one clear communicative intention to the act. In this case, the actor leaves her/himself an out by providing her/himself with a number of defensible interpretations. S/he cannot be held to have committed her/himself to just one particular interpretation of her/his act. In other words, BL claim, the actor leaves it up to the addressee to decide how to interpret the act. Off record utterances are essential in indirect use of language. One says something that is rather general. In this case, the hearer must make some inference to recover what was intended. For example, if somebody says It is hot in here, the hidden meaning of the utterance can be a request to open the window or to switch on the air conditioner. Furthermore, BL (1978: 230-232), list inviting conversational implicatures as one of the main strategies of off record-ness, and its subcategories are giving hints, giving association clues, presupposing, understating, overstating, using tautologies, using contradictions, being ironic, using metaphors, and using rhetorical question. The other main strategy of going off record is being vague or ambiguous, and its subcategories are being ambiguous, being vague, over-generalising, displacing hearer and being incomplete. Politeness In Scientific articles This section aims to present an overview of recent trends in the research of academic writing. One particular area of on-going research is the use of politeness in scientific articles such as economic issues written by economic scholars in academic journal. Myers (1989) discovers that politeness strategies are used explicitly in scientific research article, for instance, to make claims and avoid FTAs. In his study The Pragmatic of Politeness in Scientific Articles, Myers mentions that he adopted politeness strategies proposed by Brown and Levinson (1987) in their book Politeness; Some Universal in language Usage. Brown and Levinson (1987) have developed a theory of politeness to explain the nature of politeness phenomena in language. According to them, it is possible to define generic types of politeness strategies to explain and predict the adoption of politeness in oral or written discourse. As already mentioned in the previous explanation, this theory is based on the work of Goffmann (1967) and it states that people who want to be polite assess the degree of face threat that their discourse will cause in others. BL outline a whole hierarchy of politeness strategies and argue that cultures can be compared in terms of which categories of redress preferred. Most of the claims in the corpus of scientific articles illustrate either positive or negative politeness strategies. But there are instances that illustrate the other choices open to BLs Model of person; doing FTA without redress, baldly; doing it off record; indirectly; and deciding not to do it at all. The Model Person also has a rational faculty for choosing the course of action that will give the highest pay-off with the least loss of face, evaluating three variables; the social distances (D); the relative difference in power between the speaker and hearer (P); and the rank of imposition (R). Myers (1989: 3) in his articles still uses the Brown and Levinson model to help understand the interaction between writers and readers in written text, and particularly in scientific texts, so it meant that these three basic variables are affective to help this study understand the interactions of politeness between writers and readers in written text. In the realm of written communication, the influence of the above factors to politeness has been assessed by Chiappini and Harris 1996; Holtgraves and Yang 1990; and Pilegaard 1997. Although it has been said that specific factors like power, social distance or status influence the adoption of strategies, it is difficult to provide definite conclusions. But it could be said that politeness in written communication such as in economic journal, like others academic field has been generally concluded as a strategy used to create and maintain a friendly atmosphere for relations, to close distance between speakers and hearers and to mitigate the impact of impositions. Greg Myers published his article The Pragmatics of Politeness in Scientific Articles in 1989. By using the model of the politeness principle, Myers (1989) pioneers the application of Brown and Levinsonss (1987) politeness strategies onto written text, and he discovers the existence of politeness in scientific articles. This study attempts to follow what Myers had done in the previous study when he explores and analyzes the research article, by choosing to study economic journals that are quite similar to the corpus in Myerss study. The reason is because an economic journal consists of interactions among economists in which the maintenance of face is crucial. We could see economists building alliances that define what knowledge is as the statement of the individual becomes a fact when it is accepted and used by consensus of the community. In these interactions, certain FTAs are unavoidable and must be redressed with various politeness devices. Moreover, every economist report in the economic issues states a claim, in other words, it makes statement that is to be taken as the articles contribution to knowledge. Most reports, in stating a claim, deny or supersede the claims of others. As stated earlier, this study tries to examine the politeness strategies in the economic text. Myers (1989) investigates the use of politeness in scientific text which closely related with this study. Myers (1983: 3) justifies his reasons for studying politeness strategies in scientific articles. The first reason is scientific article containing the norms of scientific culture, which include the use of passives, nominalization, hedges, and acknowledgement. Secondly, it is because he considers scientific writing as a hard case. If this type of writing contains politeness strategies, then their presence in other genres can be expected. The next reason is that every scientific reports states a claim, an FTA is performed. It would be interesting to see how writers of scientific writing employ politeness strategies to stake a claim. Myers (1983) also discovers that politeness strategies are used explicitly in scientific articles. Below are the strategies employed by the writers/authors co mmonly found in the scientific papers. 2.3.3.1 Positive Politeness and Solidarity In Brown and Levinson (1987), the hierarchy of positive politeness is directed at showing the speaker concerns with hearers concern. Similarly, Myers in his article illustrate the situation: That in scientific writing the range possible references to the readers wants is severely restricted: one cannot for instance, make any remark praising the general talents of a researcher, or remind the readers of a readers past success. But there are positive politeness devices for showing the writer acceptance of the wants of rival researcher, or of the scientific community as whole. (Myers: 1989) In his article, he also points out that the researchers show their solidarity with the community by showing identification with common goals. For instance, when a researcher expresses disappointment, it does not mean that it is a display of personal feelings. Instead, it is an expression of despair for the loss of the opportunity to contribute towards the community. In another example, when an author or a researcher expresses his pleasure or sheer delight, it is not a celebration of personal achievement; it is meant to indicate how glad the author is that the findings fit with the larger goals of the scientific community. Myers (1989) finds that strategic use of pronoun is to stress solidarity, as imposition is made and the use of modifiers to assume common ground, the use of emotional response to indicate solidarity and such unscientific-seeming devices as joking and giving gifts, and also the use of citations are normally used to show solidarity. One way of making criticism while minimizing the FTA is for the writers to use pronoun that include themselves in the criticism. Besides the use of we that means the writers, there is we that means the discipline as a whole. The use of the first person plural pronoun lessens the impact of the claim or criticism made (Myers 1998:7). When an author uses we, it shows solidarity with others, such as research partner(s) or supervisor(s) Joking would seem to be an unlikely politeness strategy in scientific text, and indeed there is not much room for humour in it. But jokes are useful for scientists, linguists, economists or other academic communities, in establishing a sense of shared knowledge or assumptions. This sense can emerge in two features of scientific articles, namely new terms and titles, and they may serve to mitigate the FTA of claim. BL list the giving of gifts as one of their positive politeness strategies. The concerned device in the analysis of writing is the gift of credit, especially in the disposition of citations. It may seem odd that the choice of who to cite and who not to cite could be matter of strategy. One special case of this of giving credit is the acknowledgement of simultaneous, independent claims. Historically, priority disputes have been major causes of tension within the scientific community. Furthermore, authors can show their solidarity with the community more subtly by exhibiting response that assumed shared knowledge. Myers (1989) in his paper finds an indication of emotional response to results, or desire for certain results. In scientific writing such as economic journals, a pattern of citations is used to show solidarity with the scientific community. Authors used this strategy to show the referee or the editorial board that their work is in agreement with the previous studies and it is supported by these studies. Also, by citing the findings of the established members of the academic community, they hoped that their suggestions would be more convincing. Based on the explanations above, those basic concepts of the positives politeness in scientific articles have not changed much compared to the basic concepts proposed by BL, that the communication is framed so that all parties maintain a positive face. Positive politeness is an effort to make up for a threat to the desired self-image or it usually tries to minimize the distance between them by expressing friendliness and solid interest in the hearers need to be respected. Positive politeness devices are used to mitigate both claims and denials of claims.

Causes and Strategies for Aggressive Customers

Causes and Strategies for Aggressive Customers INTRODUCTION Tourism and hotel industry is growing among other world industries due to its significant impacts on the social and economic development of a region or country (Avelini, 2003, p. 130). The tourism industry worldwide generated US $ 944 billion sales in 2008. In year 2008, international tourists arrivals reached 922 million and World Tourism Organization (WTO) forecasts that approximately 1.6 billion new arrivals of international tourists are expected worldwide in 2020. The tourism industry has fourth rank after fuels, chemicals and automotive products among other categories. These facts and figures shows that tourism industry is key industry in worlds economy because it gives employment both directly and indirectly and thousands of families are relying on the income of tourism industry (WTO 2009 Publications). Clearly in the hotel industry, customer service is the backbone to customer satisfaction which is depends on the employees. In other words, in the tourism industry, hotels and other accommodation are one of the most important organizations for providing services. That is why Chebat and Kollias, (2000, p. 67) argued that, customer service employees are the key players in molding customer experiences as they finally manage the manners in which the service transaction delivered and employees provide tangible services in the form of delivering food, helping customer into their particular rooms and also give intangible services in the form of making visit again to the hotel. Others also argued that Sperdin and Peters (2009, p. 171), customers want professional services and satisfying experiences with full of good performance. Because hotel industry shows that there is higher frequency of interaction with customers if we comparewith other service industries (Hoffman Chung, 1999, p. 73). More over according to Chen and Yu (2009, p. 8), service employees with knowledgeable and caring characteristics are able to influence the perceptions and thinking of the customers. Customer service has verbal and non-verbal behaviors between service provider and the customers (Clive Muir, 2008, p. 241).Effective customer service is attained through using these four areas: the services provided by service sector, the customer service employees hired by service companies, the customers served by service companies and the service managers hired by service companies; customer service could fail if there is any lack in one of these four areas (Layman, 2001, p. 80). However, a unique but distressing feature during the service role is that service companies are expected to face aggressive behavior from customers. For this reason Baron,(1993, p. 142) identified three levels of aggression linked to service employees. In first level, withholding cooperation, spreading rumors and using offensive language behaviors are shown from customer side, in second level, intense arguments and verbal threats are shown. Lastly in third level, frequent displays of intense anger, physical fights and the use of weapons kinds of behaviors are shown from customers side. In this paper, we pay attention to the first and the second levels of aggression as they are very common in the service arena of the hospitality industry. In addition, aggressive behavior could arise during service encounters especially when things are going wrong (Smith Bolton, 2002, p. 5). When customers got angry, most of them behave aggressively, say something bad and try to hurt an individual (Bougie et al., 2003, p. 379). The study of organizational behavior and psychology give remarkable attention to the study of anger and it is also important for managers to know under what circumstances, customer got aggressive and is important for optimum resource allocation, staff development and training (Kennedy et al., 2010, p. 2). Several service companies realize that they always face the high level of stress due to customer aggression. In explaining what the service employees can do towards aggression, Lemmink and Mattson, (1998, p. 506) developed research about friendly employees behavior with customer satisfaction. Their study showed that personal warmth by customer service employees leave positive impacts on aggressive customers. So it is argued that, service employees have significant impacts on aggressive customers to mold their aggressive, anger, noisy behavior into normal behavior and make loyal with the particular service company. Then again, all the reviewed articles clearly show that the most important part of delivering superior services includes: how to deal with customers who are frustrated or angry and must know how to turn the situation. In spite of the growing trend of handling aggression, several tools can be used to resolve the situation in a way that will leave the customer satisfied: 1. Keep a positive attitude. 2. Encourage customers to vent their emotions. 3. Find out the facts. 4. Understand the customers feelings. 5. Suggest a way to solve the problem. 6. End on a positive note. Of course taking these proper steps, give motivation to managers and their employees to calm angry customers and turned their behavior into satisfied customers which encourage customers to continue doing business with the department and company (Levine Debra, 1992, p.27). In this regard, specific term emotional labor is used in service marketing and management literature, which is the interaction of employees and customers, it focuses on front line employee when they interact with public and it requires to produce an emotional state for another person (Pugliesi, 1999, p. 128,131).Hochschild, (1983, p. 7) defined emotional labor in her book The Managed Heart that â€Å"the management of feeling to create a publicly observable facial and bodily display, emotional labor is sold for a wage and therefore has exchange value† (p. 7). This definition illustrates that emotional labor is the act of showing emotions in front of customers as a part of job. According to Karatepe,(2011, p. 280)research regarding customer aggression and its detrimental impacts on employee outcomes in front line service jobs is sparse. For this reason Chu and Murrmann, (2006, p. 1181-82) argued, it has been seen that there is little empirical research concerning emotional labor in service marketing and management literatures. In summary in consumer behavior dealing with aggressive customers is important to effectively manage aggression but this is not an easy task which means that customer while behaving aggressively; customer service employees need to mold the behavior of such customers through using emotional labor. In this regards, critical identification of aggressive customers and in response appropriate mechanism to mold their behavior should be put in place .This study will fill the gap by making some contribution on the existing literature through empirical and theoretical examinations. 1.2 RESEARCH QUESTIONS After formulation the research problem, following research questions have been found: * What are drivers of aggressive behavior? * How to handle aggressive customers and how to mold their aggressive behavior from the side of customer service employees? 1.3 PURPOSE OF THE STUDY The purpose of this thesis is to explore the behavior and pattern of aggressive customers reaction in the Hotel industry in Sweden. To accomplish our purpose, we are going to study different features of consumer behavior and customer voice for the success of the industry. Detail analyses of the approaches and reactions taken by customer employees at the hotel industry will be explored.In this paper we want to make contribution on the existing service marketing management specifically emotional labor literature. Finally, the outcome of our research may bring important implications for business practices in the hospitality industry. 2. Theoretical Frame work 2.1 Understanding the Customer wants The key to customer service is doing the right thing at the right time. According to Barcal, (2004, p. 10) here are the most important customer wants and needs which create positive customer perceptions about the customer service employees and the company that leads to better customer relationships. These customer wants are described below which customers expect to be done according to their wants. Customers always want their problems to be solved. But sometimes, if service employees cannot solve the customer problems, they can create positive perceptions through addressing the other less customer wants. Customer expects that their wants, needs, expectations, feeling, and words should be acknowledged and understood. It means service employees should listen to the customer. When customers feel understood and acknowledged it gives good impression to customers which lead to good customer relationships. Customers also want availability of possible choices and options that helps the customers to make the decisions. But when they feel helpless or powerless, they could exhibited frustrated, angry, and aggressive (Barcal, 2004, p. 10-11). Customers also want â€Å"positive surprise†. It means that service employees must go beyond customers hopes and expectations, like offering discount or providing some extra benefits which are not available to them before. Positive surprises are most useful when dealing with angry or aggressive customers. Consistency, reliability, and predictability are also important customer wants. This explains that customers are expecting to be treated in a consistent way. After acting accordance to these wants, customers feel sense of security and confidence with service employees and with company as well. This kind of behavior leads to loyalty. Beside customer wants value against their time and money investment. When customers consider value, they also consider how they are treated by customer service employees. It is very hard for service employees to affect the value of prices of services or products but they can add value through helping the customer in other ways (Barcal, 2004, p. 11 ). Reasonable simplicity is also an important customer want. It implies that service employees should make things easier instead of provision of complicatedservices; otherwise customers will be frustrated and aggressive. Speed and prompt service is the important want of customers which are expected from service employees. Customers want their problems be solved quickly and efficiently, as well as how fast they are being served. Confidentiality is an important aspect of customer service. Customers want some degree of privacy when talking with service employees and they feel uncomfortable if there is other staff or other customers around them. At the end, customers want the sense that they are important. Listening to and acknowledging customers demonstrate that they are important. The importance can be given through specific phrases and techniques through which they feel important. (Barcal, 2004, p. 11-12). Based on the arguments present above, all these customer wants need to be acknowledged by service employees, fulfilling customer wants make organizations attractive, otherwise leads to frustration/dissatisfaction which in some cases leads to aggressive behavior of customers. 2.2 Concept of aggressive behavior Customer aggressive behavior is relatively new area due to which its attraction is increasing from last decades areas, including social sociology (unethical behavior, lying and unethical decision making), organization behavior (e.g: dysfunctional employees behavior, fraud) and literature on criminology, taxation and insurance fraud have already been researching on aggressive behaviors for last many decades Fisk et al., (2010, p. 5) but research on customer aggressive behavior is mostly inspired by Lovelocks (1994) research work. As a result, it has been generally observed that aggression is common in businesses (fitness, 2000, p. 148). For this reason it is important to look at neighboring concepts linked to aggression that are developed and used by different scholars. Regarding aggressive customers, popular terms include â€Å"Jay customers† (Lovelock, 2001, p. 73), â€Å"deviant consumer behavior† (Moschis Cox, 1989, p. 732), â€Å"Aberrant consumer behavior† (Fullerton Punj, 1993, p. 570), â€Å"consumer misbehavior† (Fullerton Punj 1997a, p. 340), there are also less common terms including â€Å"problem customers† (Bitner el al., 1994, p.101), â€Å"dysfunctional customer behavior† (Harris Reynelds, 2003, p. 145) and â€Å"inappropriate behavior† (Strutton et al., 1994, p. 253). Of the popular terms, Christopher (1994), originated the term â€Å"Jay customers â€Å"and provided broad definition of the concept , Jay customers are defined as â€Å"ones who act in a thoughtless or abusive way, causing problems for the firm, its employees and other customers† (Lovelock, 2001, p. 73).These kind of customers  ´misbehave ´ bases for some kind of benefit and he also stated that these customers have following characteristics including labels thieves, breaking rules, the aggressive, criminals and dead beats (Lovelock, 1994, p.47). In viewing other important less common terms connected to aggression behavior of customers Harris Reynalds, (2003, p.145) defined dysfunctional customer behavior â€Å"Actions by customers who intentionally or unintentionally, overtly or conversely, act in a manner that, in some way, disrupts otherwise functional service encounters†. These norms are formed through customs, manners, rules and regulations, laws, and mores ´ (Moschis Cox, 1989, p. 732). In the service encounter context, norms are based on lodgers of role theory which states that humans behave dynamically but surely depending on their social identities and situations (Biddle, 1986, p. 68). In this context, customer behavior is considered to be deviant when it violates the accepted standards of exchange behavior (Fisk et al., 2009, p. 8). In addition , â€Å"Aberrant† also describing the customer behavior† behavior in the exchange setting which violates the generally accepted norms of conduct in such situations and which is therefore held in disrepute by marketers and most customers† Fullerton and Punj (1993, p. 570). Moreover they also stress that deviant behavior by consumers is the representation of overall customer behavior rather than signifying psychologically or physiologically type of behavior. But in later studies, Fullerton and Punj (1997a; 1997b; 1997c; 2004a) exchange the term ‘aberrant with ‘customer misbehavior. This term has been used widely within the customer misbehavior literature and various authors like Albers-Miller, 1999; Tonglet, 2002; and Freestone and Mitchell, 2004) have applied this term in their research works. One can easily understand that it is hard to provide a single comprehensive definition of the concept aggressive customers. However aggression can be looked as a situation in which customer behave out of rules and regulations, norms and customs of the company.Beside their action goes to the extent disturbing the routine day to day activity of the customer service employee at those particular moments. This could be because customers have been treated unfairly and unhappy with overall service of the company or unpleasant environment. 2.3 Causes of Aggressive Behavior Customers are playing significant role in organization. Due to the importance of customer, marketing and management researchers have keen to know the better understanding of the customer emotions especially the negative emotions which leads to customer aggression and created in customer employee interactions (Smith Bolton 2002, p.5). Furthermore, the interaction between employee and customer is routine work but when things go wrong with customer it shows negative emotions which normally leads to aggressive behavior. (Kennedy et al., 2010, p. 2). Several researchers have investigated the causes of aggressive customer behavior. There are various causes due to which aggressive behavior among customers is created. The traditional way of looking at aggression in service arena shows that customers misbehave up on service for example Deffenbacked et al.,(2001 p.718) described in such a way that aggressive behavior created due to the poor service provision from service employees and customers consider that they have been treated unfairly. At the general level, some other also looked at aggression from social psychology point of view, across service settings, customers experience fair or unfair situation of services for this reason experiences could be classified in to different categories of justices (i.e distributive, procedural and interactional justice)(Clemmer, E. C. 1993, p. 197). As a result Kennedy et al., (2010, p. 1) highlighted that customer is directly related to the perceived source of violation which includes (distributive, procedural and interactions justice). It means that anger on a company or organization is related to the violations of distributive justice but anger on an employee is related to the violations of both procedural (response time) and interactional justice. Secondly, they pinpointed that attributes of sins of omission (things could and should have been done by the employee) and low levels of interactional justice (treatment received) fully mediate anger that targets the employee. From another point of view Kennedy et al., (2010, p. 2) stated that , aggression also occur when required behavior violates an acceptable standard of behavior in the particular manner where the customer does not feel valued, respected or not treated with dignity during interaction with employees. In support of this idea,Mc Call-Kennedy and Spark (2003, p. 255) exploratory work showed that customer compare how they have been treated and how they should be treated during service failure and recovery attempts. Moreover when customer believe that they should be treated in acceptable standard but the service provide could not manage to do it , then at the end customers show negative emotions in term of aggressive behavior. Fullerton Punj (1993, p. 571) model suggests that there are two main important factors on which aggressive behavior is based on and can be seen in line with cause of aggression * Customer traits * Customer disposition Both of these characteristics include psychological, demographic and social/group influences due to which aggressive behavior occurs where psychological characteristics represent traits of personality, attitudes and moral development traits (Katz, 1988, p. 177). Fullerton Punj(1993, p. 571), also identifies wide range of demographic factors that affect aggressive behavior; these factors include age, sex, education and economic status. In contrast, a social influence contains a variety of group-level issues such as socialization, norm formation, and peer pressure (Moshcis Cox 1989, p. 732). However, this model also describes that there are also contextual factors due to which aggressive behavior occurs, these factors include the physical environment, the types of products/services offered and as well as the public image of the firm and most importantly, Fullerton and Punj (1993) said that aggressive behavior is more dependent on the interaction characteristics between customer service employees and customers. Therefore, at this stage it can be conclude that customer aggression emanates from provision of poor services; customer experiences of unfair situation in service setups and at the time the customer feel not valued, respected or treated properly. Customers would express their aggression in different ways. However, the most common type of aggression in service arena is supposed to be through verbal. 2.4 Verbal aggression As argued by Hutton R (2003, p. 2), verbal aggression is anger expressed vocally. It is a common behavior as it is rather easy expression of anger only words and sounds are involved. By looking at how problematic verbal aggression is, one should make a distinction between verbal aggression to oneself and to others. â€Å"Cursing at oneself, for example, is a possible reaction to ones own behavior when this behavior is considered negative and attributed to oneself†. While for an outsider this verbal aggression may still be interpreted as unfriendly and as an indication that the verbally aggressive person is easily irritated or bad tempered. (Smith, D et al 2004, p. 537). Customer verbal aggression, which refers to customers verbal communications of anger that violate employees social norms (Grandey et al., 2004 and Boyd, 2002; Grandey et al., 2007; Harris and Reynolds, 2003 cited in Karatape et al 2008 pp 713-714 ) such as swearing, yelling, threats, condescending remarks, and sarcasm. Hence, it would be reasonable to think that these types of aggression are followed by possible consequences which affect the employees and the organization as well as the customer. In this paper, we sought to emphasis on behaviors this type of aggressive behavior thatoccurs frequently, instead of extreme or rare situations. 2.5 Consequences of Aggression Customer dissatisfaction response following a service failure accompanied by s specific emotion like anger , disappointment, regret and worry influences consumer behavioral intension such as complaining, switching, spreading negative word of mouth and doing nothing (Mattila ,S and Ro ,H 2007 p. 90). Earlier research done focusing on the aggressive component of the relationship between customer and service employees have also identified that the extreme stress of aggression by customers results in service worker burnout from the side of service employees (ZureYagil, 2005, p. 83).This frequent hostility from customers creates non conducive working environment that customer service employees may want to avoid whenever possible (Grandey et al., 2004, p. 6). Moreover Yagil (2008, p. 146-147) supported this view by stating that regular contact to negative behavior customers results can be viewed from three different points i.e: negative emotional reaction, negative attitude towards work and physical harm on the employees. In explaining the consequences of aggressive customers up on the service setting understanding conceptual distinctions that has been provided by this scholar are very important: These concepts are also described below Emotional reaction customers having threatening and rude behavior affect mood of the employees and reaction of intimidation, feeling of anger and depression. Beside some others also feel high degree of stress due to customer aggression on the service providers. Work related attitudes and behaviors: employees lower job satisfaction accompanied by decreased organization commitment is potential consequence of customer aggression Physical harm: aggressive customer in some situation may goes to the extent of causing physical harm to employees. This happens to be the less frequent consequence of aggression in the in most service rendering organization. In general.by the same token customers aggression affects the organization due to the prevailing customer misbehavior in effect such behavior decreases employees commitment, loyalty and performance level towards their work. 2.6 Customer Service Employees 2.6.1 Myth of Good Customer Service for Customer Service Employees â€Å"The Customer is always right† Its a great slogan provided by H. Gordon Selfridge. But according to Barcal), 2004, p. 8), it is wrong and misleading. He said that customer is not always right because customers always demands unreasonable requests and expectations. It is very important for the customer service employees that they do not perform their day today activities under this assumption. Instead customer service employees should consider following two phrases. The customer always deserves to be treated as if he or she is important and his or her opinions need, and wants are important to listen. Of course, customer deserves to receive maximum effort from customer service employees who are serving him or her. Service companies not only need to focus on what they are providing to the customers but also how to provide products or services effectively which is the realistic excellent customer service (Barcal, 2004, p. 9). 2.6.2 Importance of Customer Service employees â€Å"People are your most important asset,† is wrong. The right people are your most important asset. (Jim Collins, 2001, p. 171).This is to show the importance of having diligent, motivated and service oriented employees in organization. According to LiverlockWirtz (2007, p.311), the most important demanding jobs are the front line positions in service firms. Employees are expected to be fast and efficient to do operational tasks, as well as become courteous and helpful in dealing with customers. In this context, the front line employees are the key input to deliver service excellence and become source competitive advantage especially in the hotel industry. 2.6.3 Relationship between Service Employees Behavior and Customer Satisfaction Many studies have tried to examine the relationship of service attitudes of employees with customer satisfaction in hotel industry. Trumble (2004, p.1) argued that according to norms of culture, smiling is a â€Å"mask exchanged out of politeness†. Researchers found different effects of smiles in business studies. According to Kattara et al., (1999, p. 321) human interaction is salient factor for determining customer satisfaction. When the customers are satisfied, they may be forgiving other problems. Hospitality industry majorly depends on the customers responses and the positive customer experiences. In hotel sector, superior services are dependent on employees and employees are the foundation of competitive advantage. They stated that actions of customer service employees are the foundation of service quality and customer satisfaction in hotel sector. Because customer service employees increase hotel image, actual and perceived service quality. They also found that hotel managers should focus on employee development through allocating resources. Chun Min Chu (2007, p. 1083) determined four factors of customer service employees behavior in his study with perspective to customer service employees behavior and customer satisfaction in hospitality industry: Friendliness Empathic feeling Enthusiastic service Problem solving He concluded that service companies must give more attention to front line employees with proper training and emotional support which is necessary for them to cope with the increasing demands of customer service 2.6.4 Service personnel; source of competitive advantage According to LiverlockWirtz (2007, p.311) from a customer ´s perspective, the encounter with service staff is the most important aspect of the service industry. From a firm ´s perspective, the service levels and how the service delivered is important source for creating competitive advantage through front line service personnel. Service employees are important with respect to customer and firm perspective because front line staff is: Is a core part of the product:Service employees are the most visible element of the service during delivering service and significantly responsible for quality of service. Is the service firm: From the customers perspective, a front line employee is the service firm. Is the brand:The service which provided by front line employees are the core part of the brand. 2.6.5 Characteristics of customer service employees According to LiverlockWirtz (2007, p.313) following are the important characteristics of customer service employees; 2.6.5.1 Boundary Spanning In every service company, customer service employees are boundary spanning. It means that they link the inside of the service organization to the outside world. In boundary spanning, customer contact employees focus on operational and marketing goals. Service employees perform triple roles, creating service quality, improving productivity, and making sales. This multiplicity of roles in service jobs creates role conflicts among service employees which must be identified by management of the organization to improve their performance. Sources of Conflict Service employees have three main causes in role stress: person/role, organization/client, and inter-client conflicts which can affect their performance towards customer satisfaction. Person/Role Conflict Service employees have conflicts between their job requirements and their own personality, self-perception, and beliefs. For example, service job require smiling with customers even with rude customers and they must show friendly behavior with rude customers. These factors create personal conflicts between service employees and management. Organization/Client Conflict Service employees face the dilemma in many cases when they should follow the company ´s rules or follow to satisfy the customer demands. This conflict is called two bosses dilemma. This dilemma arises due to exceptions in customer demands a sit violates the organizational rules. So in this case customer service employees faces conflicting customer needs and requests, as well as organizational rules, procedures and requirements. Inter client conflict This conflict is stressful and unpleasant because it is difficult to satisfy both sides; customer and organization. When service employees trying to satisfy the both sides during service delivery process, inter client conflict creates. 2.8 Emotional labor Emotional labor means that service organization are expecting to show emotions in front of customers. Customer service employees are expected to be cheerful and sincere with customers. Emotional labor occurs when there is a discrepancy between front line staff, way of behavior and the emotions that management requires them to show in front of customers. The main aspect in emotional labor is that services firms must know about the ongoing emotional stress among their employees and train employees how to deal with such stress and to cope with pressure arise from customers(Pugliesi, 1999, p. 126). More overemotional labor is the controlling of service employees behavior to show the suitable emotions (Chu, 2002. p. 1). Emotional labor is only used for workplaces but also uses every aspect of persons life. But we will discuss emotional labor according to service industry context. Emotional labor is relatively new term described byGuy, M. E. and Newman, (2004, p.289) that, â€Å"Emotional labor applies to both mens and womens work, but is the ‘softer emotions, those required in relational tasks, such as caring and nurturing, that disappear most often from job description, performance evaluations, and salary calculations†. It means that a person changes behaviors (emotions, verbal cues, body language) according to the suitable situation. According to Hochschild 1983, there are two types of emotional acting: * Surface acting * Deep acting * Surface Acting In surface acting people do acting and show emotions without feeling and realizing that emotion. This type of emotional labor is mostly used in workplace. Surface emotional labor involves changing the negative emotions such as anger, sadness, aggression into happier emotions such as happiness, care, excitement etc. * Deep acting While in deep acting, there are two different emotional actions are involved. In first emotional action, person show actual emotions what they feel. The second emotional action is true method acting, in which person use past emotional experiences to encourage real emotion which is not felt before (Hochschil