Costumer service Essay Example | Topics and Well Written Essays - 2000 words

Costumer service - Essay Example Researchers have developed different models for quantifying customer service as explained by Kapur (2010). The models are significant since they help the management in identifying problematic areas in quality control. This helps the management to devise strategies to improve on customer service leading to an overall improvement of profitability and performance of the firm (Pang 2007). Most of the models in customer service focus on the concept of service quality gap. If the customer expectations are greater that performance, then the perceived quality is less and the customer is said to be dissatisfied. The current case will take the 4 Gap Model to measure customer service. The 4 Gap Model Research has been conducted in different sectors including banking, telecommunication, repair and maintenance and in insurance concerning the model (Ramsaram- Fowdar 2007). The gap models developed by researches are used to measure the service quality expectations before and after the service. Ther e are five major determinants of service quality in the model are tangibility, reliability, perceptibility, safety and empathy. The use of The 4 Gap model shown below became widespread in the measurement of service quality. The model has received criticism when analyzed from a methodological and conceptual aspect. In spite of this, the model has been used in various researches regarding quality of customer service (Ben-Haim 2006). The basic feature of the model is that it places an emphasis on oversight regarding quality between the customer and the service provider (The Marketing Association of Australia and New Zealand 2011). The

Volunteer assignment Example | Topics and Well Written Essays - 500 words

Volunteer - Assignment Example volunteers to have a chance to give back, one can see too that it is not just the hungry and the unemployed that are being served here, but that those who serve are also getting so much in return. What I personally got from this experience is something that is very hard to quantify and to put into words, and I suspect that for every volunteer it is different too. What I can say for myself is that this experience opened my eyes to the reality of poverty, how it is sometimes beyond the personal capacity of a person to prevent, that it is something that can hit anybody at any time. Looking at the mix of people who were served too, one can see that this is not just about food, it is also about being able to rely on something that is constant and nourishing, in a world that can be so unpredictable and dangerous, being out on the streets and unable to find work and the means to support oneself. Going to the soup kitchen, they can expect nourishment, and they can expect to have this repriev e from the randomness of their lives five days a week. It is a lifeline. On the other hand for volunteers this is also a kind of lifeline, something that is likewise constant and something that volunteers can rely on, as a kind of refuge too, in a way. People need this kind of avenue for giving back to New York as well (Holy Apostles Soup Kitchen). Looking at the people too, and hearing about some of their lives, what they have been through and what they are currently going through, I realize that sometimes life can hit you hard and there is sometimes no way to prepare for what is going to come next. This contextualizes the readings and discussions in class, in terms of bringing this subjective and personal perspective into homelessness and poverty. Reflecting further, I realize poverty in New York is something that can happen to me too, and that therefore I am really doing this work partly for myself. In normal times these kinds of thoughts and insights will not enter my mind, and it

His Name is Christ Essay Example | Topics and Well Written Essays - 750 words

His Name is Christ - Essay Example This author stresses that Christ Jesus speaks on a higher level, we may say, about His life, His death, His purpose for coming to earth. Prefixing Jesus with Christ is more than naming him it's telling us who He is, better still, what He encompasses, His whole being - the Messiah. He  had seen the reference to Paul's writings in Romans and read the passage. "Whose are the fathers, and of whom as concerning the flesh Christ became, who is over all, God blessed for ever. Amen." He read the passage three times before he saw it. Paul refers to Christ as Christ repeatedly throughout his writings. Christ the name, not Christ the entity for lack of a better phrase. In this one passage Paul is speaking not of the man Christ. He clearly states that he is not speaking of the earthly body when he makes reference to the flesh. Rather, Paul is speaking when he uses the word Christ in this instance to speak of the sovereignty of Christ and the special unbreakable bond expressed in the lineage of Isaac - the seed. He is to that seed the anointed one. He is the one through whom all the children of the seed must go to bridge to the Father. Paul, in his understated eloquence of words which often sound very simple, holds so much that in one verse he conveyed such truth. The reporter outlines that   Paul never knew Christ the man, having already been crucified and ascended before Paul was called. Paul, however, at this moment chose to use Christ here to show the sovereignty of Christ. Paul himself was called not because he was Jew, not because of the promise, but he was called to bring the seed of the promise to Him. This passage demanded that he speak of Christ as the anointed. If he may make a personal aside, he has noted since beginning this essay, Paul, throughout his writings, refers to Christ as Christ in many instances. I see the closeness of Paul to Christ and such a deep understanding of Him expressed in all of Paul's writings. It is difficult to remember at times that they never walked together, at least on the earthly plane, in the flesh. Yet, Paul has, in my opinion, a much deeper understanding and closeness to Christ than, perhaps, those with whom Jesus had actually, in physical form, walked. The second point on which I would like to comment is found on page 81 where reference is made to how John defines the uniqueness of Christ's relationship with God. "Jesus saith unto her, Touch me not; for he is not yet ascended to my Father, and your Father; and to my God, and your God." The Second Article states that it is this passage which shows the uniqueness of Christ's relationship with God and "clearly distances the kind of relationship Jesus had with the Father from that of other humans." Undisputable is the fact that, indeed, Christ had a unique relationship with the Father. He is the Father. However, that debate is for another time. That being said, the passage in John which was quoted as evidence of Jesus distancing His relationship with God from that of His believers is not accurate. Looking at the passage in context, Christ appeared before Mary after He was raised from the dead, but not yet ascended.

History of Western Civilization Essay Example for Free

History of Western Civilization Essay Civilizations of societies started long before the times Jesus in the Middle East especially in the ancient Greek and Roman Empires. In the 18th century most European countries followed the suit and underwent changes from pre- industrialized to industrialized nations characterized by social and economic changes. There were a lot of technological innovations which led to increased energy production and thus large scale production of most products with ease. Industrialization has over the years been linked to some factors which enhance fast changes for instance cheap skilled labor, political stability, presence of raw materials and available markets of the products produced. Industrial revolution was experienced in England to the northwest and the midlands. People used to make their own furniture, clothes and equipments until industrialization took over whereby they could buy goods already made from the industries. History of Western Civilization England underwent several civilizations in which there was increased agricultural output (Agrarian revolution) which led to increased population density and eventually led to the industrial revolution. New techniques were initiated and allowed farmers to produce more yield than there before. As time passed machines and other equipments were produced by skilled personnel who sold them to those who were specialized in agriculture. The business to make machines and other related equipments boomed and led formation of a class of people who worked in the industries as they expanded. These machines were very advantageous because they substituted the human job since it did not involve a lot of work and therefore people did not get tired fast. Those who worked in the industries earned more than those who were specialized on agriculture. Most of these industries were located in the urban centers and they would obtain their raw materials from the farmers in the country side. Industrialization in England led to numerous increases in population leading to less arable land and therefore some of the people migrated to other countries where they introduced the new techniques for agriculture and industry (Landes, 1969). However, most of the skilled personnel were not allowed to immigrate to the England’s new colonies so that England would remain superior in technological advances. Industrialization in England was characterized by many factors which made this country to be first to be industrialized. Agrarian, commercial and cottage revolutions greatly enhanced the fast social and economic changes in this country leading to a lot of extra money which facilitated the improvement of infrastructure. The industries spread all over England and Europe and since the number of workers were reducing as a result of immigration to England colonies, they resulted in taking people from the countries that were still not in the process of social and economic change especially in Africa and made them to work in their farms and industries as slaves. As more and more industries were built the private sector was also changing as money for expansion and setting up of more industries was needed. This led to the emergence of banks and other financial institutions which financed all these industrialization activities. These institutions gave loans to people to expand and introduce more industries and then repay later with the profits obtained. At around this time of industrialization most people used wood as a source of energy for the industries. The number of industries increased enormously and therefore the number of trees reduced drastically and made the people to think of alternative source of energy. They came up with coal which was used in the industries as an alternative and could be even used in homes. The coal mines were usually flooded with water at times and a method of pumping water out of the mines was innovated but the coal would not generate power. This method was not embraced and therefore coal was not a lasting solution and more innovations needed to be initiated for instance in the textile industry. Textile industry in England was the first industry to be mechanized and utilized wool which obtained from large scale sheep farms in the country. Weaving was usually done in cottages by skilled people after which the yarn was taken to the industries where it would be made in to clothes. England by then conquered many colonies where they would grow cotton in addition to importing cotton and used to substitute the wool. At around 1773 John Kay introduced a machine he named the flying shuttle which made it possible for a person to easily weave. In the textile industry machines that utilized water for energy were introduced. This machinery could reduce the cost of production and at the same time increase the rate of production. These measures were taken when the cost of production started to sky rocket reducing the profits of the merchants and the merchants did not want to raise the goods prices in a quest to maintain their customers. Transportation in England was favored by the fact that it had many rivers and natural harbors which greatly reduced transportation costs because rivers covered most areas and therefore goods could be transported to most parts of the country. Canals were also built on rivers which were not naturally navigable and also facilitated easy transportation of raw materials from farms in England and from distant colonies and transportation of finished products from the industries to the consumers. Tram ways which were pulled by horses were also used especially when transporting goods inland until when trains were made and used instead because they relatively faster. Due to the limitation of the road transport some people decided to borrow loans from the financial institutions ton repair them and then use toll fees to repay the loans. This would also ensure easy transportation of goods in areas where the rivers and coastline was far away. Improvement of roads led to introduction of stage coaches which would transport even people from one area to another. Transport was boosted with the introduction and improvement of railway. The first type of railway was wooden and did not last long until when iron plates were put on top of the wood and the railway became more durable. Another factor that facilitated faster industrialization of England is its isolation from the European mainland. This helped this country to evade the wars that were occurring at this time for instance the Napoleon war. They concentrated more on development and industrialization of their country till the wars were over. After the war the British took advantage of selling their products to the other European countries and the Americas at relatively cheap prices thereby making a lot of profits. The private sector with the government support also helped a lot by offering loans to people for expansion and initiation of new industries and for the repair of roads which enhanced faster movement of goods between places. Conclusion Civilization of England in many ways has influenced the modern world with only improvement of the machineries that were made during the period of industrialization. The support from the government and relative stability of the country made it to develop even faster without any worries of attacks during the war of Napoleon in the mainland. Advancements in technology led to improvement and construction of new transport systems and infrastructure which also facilitated movement of raw materials and finished products to the several destinations within England and other countries. Civilization in England led to migration of people to the urban centers where they would be able to obtain jobs in the urban centers. This situation is the same even in the modern days where especially young people move to the towns and cities in search of better jobs in the industries. References Jackson, S. Western Civilization: A Brief History. 4th Edition. Cengage Learning, 2007. Jacob, F. The Development of Western Civilization : A study in Ethical, Economic and Political Kenneth, P. Steven, T. The world that trade created: society, culture, and the world economy, 1400- the present. 2nd Edition. M. E Sharpe, 1999. Richard, B. Society and Economy in Modern Britain 1700-1850. Routledge, 1991. Evolution. The University of Chicago Press, 1906. Roy, P. David, L. The Cambridge History of Science: Eighteenth-century science. 2nd Edition. Cambridge University Press, 2003.

Franklin Roosevelt :: essays research papers

Franklin D. Roosevelt Franklin D. Roosevelt was born in Hyde Park, New York on January 30th, 1882, the son of James Roosevelt and Sara Delano Roosevelt. His parents and private tutors provided all of Franklinà ¢Ã¢â€š ¬Ã¢â€ž ¢s formative education. Roosevelt attended Groton, a prestigious preparatory school in Massachusetts between the years 1896-1900; he received a BA degree in history from Harvard University in only three years (1900-1903). Franklin next studied law at New Yorkà ¢Ã¢â€š ¬Ã¢â€ž ¢s Columbia University. When he passed the bar examination in 1907 he left the school without taking a degree. It wasnà ¢Ã¢â€š ¬Ã¢â€ž ¢t until 1910 that he entered politics and was elected to the New York State Senate as a Democrat. à ¢Ã¢â€š ¬Ã…“He became the leader of a group of insurgent Democrats who prevented the Tammany candidate, William F. Sheehan, from being chosen for the U.S. Senate.à ¢Ã¢â€š ¬? (Goldberg) Roosevelt allied himself with Woodrow Wilson in election of 1912. Because of his efforts Woodrow Wilson appointed him Assistant Secretary of the Navy, he held that position from 1913 to 1920. In 1920 he ran as a vice presidential nominee with James M. Cox who lost overwhelmingly to Warren Harding and Calvin Coolidge. The summer after while vacationing at Campobello Island, New Brunswick, Roosevelt contracted à ¢Ã¢â€š ¬Ã…“poliomyelitis (infantile paralysis).à ¢Ã¢â€š ¬?(Watts) He never regained the use of his legs. à ¢Ã¢â€š ¬Ã…“He established a foundation at Warm Springs, Georgia to help other polio victims, and inspired, as well as directed, the March of Dimes program that eventually funded an effective vaccine.à ¢Ã¢â€š ¬? (Goldberg) In July 1932, Roosevelt was chosen by the Democratic Party as its presidential candidate to run against the Republican incumbent, Herbert C. Hoover. In November, Roosevelt was overwhelmingly elected President. He entered the White House at the worst of times, the economic structure of the country severely damaged. à ¢Ã¢â€š ¬Ã…“Fear and despair hung over the nation.à ¢Ã¢â€š ¬? Rooseveltà ¢Ã¢â€š ¬Ã¢â€ž ¢s inaugural speech had words of hope for the troubled country---à ¢Ã¢â€š ¬Ã…“Let me assert my firm belief that the only thing we have to fear is fear itselfà ¢Ã¢â€š ¬?---à ¢Ã¢â€š ¬Ã…“ à ¢Ã¢â€š ¬Ã…“This Nation asks for action, and action now. We must act and act quickly.à ¢Ã¢â€š ¬? And act quickly he did in what became known as the à ¢Ã¢â€š ¬Ã…“Hundred Days.à ¢Ã¢â€š ¬? He and his administration rushed a series of anti-depression measures through congress; all of these changes to the American economy became called the à ¢Ã¢â€š ¬Ã…“New Deal.à ¢Ã¢â€š ¬? Some of the m ajor changes included Government agencies, most notably the Agricultural Administration and the Public Works Administration were setup to à ¢Ã¢â€š ¬Ã…“reorganize industry and agriculture under controls and to revive the economy by a vast expenditure of public funds.

Poetry Analysis of “Introduction to Poetry” Essay

The Poem â€Å"Introduction to Poetry† is by Billy Collins, an English poet, and it is about how teachers often force students to over-analyze poetry and to try decipher every possible meaning portrayed throughout the poem rather than allowing the students to form their own interpretation of the poem based on their own experiences. Throughout the poem, a number of literary devices are used. For example: â€Å"or press an ear against its hive†. Using this metaphor, Billy Collins is comparing the body of a poem to the hive of a bee. The hive of a bee appears to be something dangerous and unknown, just like a new poem, never before seen, with which one is unfamiliar. Using this metaphor, Billy Collins is suggesting that one should get an energy of the poem by reading it just as one would get a sense of energy by pressing one’s ear to a hive of a bee. The nature of a bee is particularly busy and bees are creatures that seem to be constantly on the go. In this way, Billy Collins is suggesting that whilst the reader is digesting the poem, he or she should constantly be ‘feeling’ the poem and be busily analyzing it. By comparing the poem to a hive, he is also saying that, like a hive, a poem is full of intense life. The characteristics shared by both the two metaphoric images are very similar, thus, it is an effective comparison. The poem is effectively personified once again through the lines: â€Å"or walk inside a poem’s room†. Here, Billy Collins suggests that the poem’s room, in other word, its body or what the poem contains, like a room of a person, defines the poem. One can learn a lot about another by viewing his or her room. Like a room too, which is private and should not be invaded, one should not invade a poem in the sense that one should not analyze it too heavily. Another effective metaphor, â€Å"I want them to water-ski across the surface of the poem† is used in this poem. Billy Collins is comparing water-skiing across the surface of the water to the way in which he believes poems should be read which is gently and merely on the surface. This is an effective metaphor as water-skiing brings about a great sense of joy and is fun, just as reading a poem – in Billy Collins’ opinion – should be. The use of onomatopoeic devices and onomatopoeic words are abundant in this poem. For instance, â€Å"I say drop a mouse into a poem† is a line whereby the word â€Å"drop†, a very onomatopoeic word, effectively suggests that the reader of a poem must gently analyze a poem. This is portrayed through the gentle ‘p’ sound of the word and this is therefore effective as the reader gets a sense of the gentleness Billy Collins wishes his readers had when it comes to analyzing poetry. The fact that enjambment is used throughout the poem such as in the lines, â€Å"like a colour slide or press an ear against its hive† portrays a lack of structure and therefore emphasizes the initial enjoyment one feels when reading a poem before the chore of analyzing it begins. This is also emphasized through the fact that the poem is a free verse poem. The poem suddenly becomes much darker in the last stanza and a Billy Collins explains how teachers, students or general readers of poetry ‘torture’ a poem by being what he believes is cruelly analytical. He says, â€Å"all they want to do is tie the poem to a chair with rope and torture a confession out of it†. Here, the poem is being personified yet again and this brings about an almost human connection between the reader and the poem. This use of personification is effective as it makes the reader feel somewhat guilty for over-analyzing a poem. This line is also a metaphor. The way in which one analyzes a poem is being compared to a victim being tied down to a chair and having a confession tortured out of them. This metaphor is effective as, like a rope pinning down a person would be very restrictive, over-analyzing a poem narrows the focus and constricts it from simply allowing it to be. â€Å"They begin beating it with a hose to find out what it really means†. This is a continuation of the metaphor and is highly effective as it strongly portrays a sense of inhumanity through the choice of ‘hose’ as an object with which to torture as opposed to a typical weapon. One can just imagine how painful this would be and again, forces the reader to almost empathize with the poem. The poem sends a powerful message to its readers and is significantly clear in its message to not delve too deep into the message of a poem.

Assessment Unit 002 Understanding Inclusive Learning and Teaching in Lifelong Learning

6302 Level 3 Award in Preparing to Teach in the Lifelong Learning Sector Unit 002 Understanding Inclusive Learning and Teaching in Lifelong Learning Name: Date: Word Count: 1. 1 Summarise learning and teaching strategies used in own specialism As a First Aid Instructor, I deliver a variety of courses lasting between one to three days in duration. I try and vary my teaching styles depending on the subject and also on the learning styles of the students. Achieving the correct balance is quite a challenge. I address all these different learning styles I use a range of teaching methods.At the start of a training session I use an ice-breaker to let the students introduce themselves and it also gives me a chance to guage the depth of their knowledge. I then give my aim of the session and explain my objectives. Within the session itself I will use power point, incorporating photos and videos. I will then do a practical presentation, initially with no explanation then I will repeat the demon stration with explanation. Finally I will ask the student to demonstrate the skill, providing the commentary. The teaching technique is known as EDIP, explanation, demonstration, imitation, practise.I like to have a flip chart and will use it to expand on any subject should I be required to. They way in which we learn is partly dependent on the type of learning that is involved. There are three types of domains of learning. They are Cognitive, Affective and Psychomotor. Cognitive learners require the ‘thought process’ style i. e. knowing the ‘how’ and ‘why’. These candidates will love learning facts, figures, the understanding processes and problem solving. For example, what makes the heart beat, the different rhythms of the heart and what happens if the heart has an irregular beat†¦.A student with Affective learning involves the use and demonstration of emotions, feelings or attitudes towards other people. These candidates will be the typ e of people who understands the need for patient consent or the need for early defibrillation. A student with Psychomotor type of learning will have the manual and physical skills and will like to have a hands-on approach. They will enjoy the chance to practise CPR on a manikin and relish the thought of tying someone up in bandages. These three styles of learning were brought about by a man called Benjamin S Bloom (1913-1999).Bloom's (and his colleagues') initial attention was focused on the ‘Cognitive Domain', which was the first published part of Bloom's Taxonomy, featured in the publication: ‘Taxonomy Of Educational Objectives: Handbook 1, The Cognitive Domain' (Bloom, Engelhart, Furst, Hill, Krathwohl, 1956). The ‘Taxonomy of Educational Objectives: Handbook II, The Affective Domain' (Bloom, Masia, Krathwohl) as the title implies, deals with the detail of the second domain, the ‘Affective Domain', and was published in 1964.Various people suggested detail for the third ‘Psychomotor Domain', which explains why this domain detail varies in different representations of the complete Bloom Taxonomy. The three most popularly referenced versions of the Psychomotor Domain seem to be those of RH Dave (1967/70), EJ Simpson (1966/72), and AJ Harrow (1972). From these domains we have four types of learners – active, reflective, theorists and experimental. Active learners like to learn something by doing it immediately. They can get impatient and often won’t bother to read the instructions or manual, they like to find out for themselves.Reflective learners are those who prefer to ‘wait and see’. They sit back, watch others, and think about it before acting. They like to take their time. Theorists like to know what things really mean or how does it fit with something. They are logical and objective. They will always think things through and can be perfectionists. Experimental learners like to experiment. They are i nspired by training courses and want to test out their new found skills. They try and find more effective ways of doing things. They may take short cuts or devise their own methods of working. They like problem solving and pick things up quickly.They can get frustrated if not able to try something for themselves quickly. To address all these different learning styles I use a range of teaching methods. At the start of a training session I use an ice-breaker to let the students introduce themselves and it also gives me a chance to guage the depth of their knowledge. I then give my aim of the session and explain my objectives. Within the session itself I will use power point, incorporating photos and videos. I will then do a practical presentation, initially with no explanation then I will repeat the demonstration with explanation.Finally I will ask the student to demonstrate the skill, providing the commentary. The teaching technique is known as EDIP, explanation, demonstration, imita tion, practise. I like to have a flip chart and will use it to expand on any subject should I be required to. 1. 2 Explain how approaches to learning and teaching in own specialism meet the needs of learners They way in which we learn is partly dependent on the type of learning that is involved. There are three types of domains of learning. They are Cognitive, Affective and Psychomotor. For detailed explanation please refer to question 1. To ensure that I have met the needs of the learner I continually observe and assess the students. I will have questions and answer sessions at regular intervals and also like to use quizzes to include a fun element. These may be done on an individual or team basis. It will promote a sense of competition and hopefully motivate the student to learn. In a team situation it is excellent for team building and also encourages the group to share ideas and listen to each other. The practical sessions will particularly appeal to the Activist learners as the y like to get involved and hands on.It will allow the student to practise their skills in a controlled environment. I ask students if they are willing to share any experiences, maybe first aid situations where they have been actively involved. This gives the students a chance to share real life stories and explain how the theory compares with real life scenarios. This would appeal to the Theorist learners. 1. 3 Describe aspects of inclusive learning If several teaching techniques are incorporated then the needs of the majority of students will be catered for. If a student has a particular disability then special provisions may need to be made for them.Should a student be dyslexic then several adjustments can be made to accommodate their learning needs. Any printed text would be printed on pastel shades of yellow paper and larger font could be used. It would be beneficial to sit the student in as much natural light as possible as fluorescent lighting can prove difficult for them. I w ould use more pictures than text to enhance their learning experience,. A partially sighted student could be given a seat that affords the best view of the trainer and training aids. If necessary consider the possibility of video recording devices.Learners with hearing disabilities – l would make sure they are seated as near to the front as possible. I would also include as many visual aids as possible to assist their learning. I would also give handouts of all topics covered to ensure nothing had been missed. If a learner had a physical disability I would need to consider access and also make room for a wheelchair in the classroom. I would need to be prepared to take any training aids that the student required directly to them. 2. 1 Explain how to select inclusive learning and teaching techniquesDyslexia – Lots of visual pictures and discussion. Lots of practical sessions to learn the different techniques,. Partially sighted learner – Lots of oral instruction a nd discussions. Question and answers sessions as opposed to written work. Physical disability – Train them the theory and techniques of first aid so that they are able to instruct someone else what to do in the case of a medical emergency. Hearing disabilities – More visual aids and practical demonstrations. Handouts to reinforce knowledge. 2. 2 Explain how to select resources that meet the needs of learnersIt is my responsibility to select the range of equipment that is required on the course. Depending on the needs of the students I will select the resources required to get the desired learning levels. For example, in the case of a dyslexic learner I may need pastel coloured paper for handouts. My power point presentation may need to be adjusted to include more pictures and videos. 2. 3 Explain how to create assessment opportunities that meet the needs of learners There are two ways to gain assessments and make sure learning has occurred.These are Formative and Summa tive assessments. I would gain an Initial Assessment at the start of the course to assess the level of knowledge and understanding of the student. This could be done by asking the student to introduce themselves, including these details. Formative Assessment is part of the instructional process. If the knowledge base isn’t at the required level for that stage of the course then I would have to go back over the session to reinforce the learning. Maybe it would require a change of teaching skills to accommodate the learning style of the student.It is important to carry out a formative assessment at an early stage and to repeat it during the middle of the session to ensure than any adjustments to the teaching can take place effectively. Summative Assessment is used at the end of a session in order to confirm that the desired levels of learning have been reached. I would summarise the learning points then assess the levels of knowledge using a variety of methods. The results of t his final assessment must be given and doubts cleared immediately to motivate the student to progress further.In order to make these assessments I have a range of methods that I can use. I may use question and answer sessions, these are particularly useful to dyslexic learners. I may decide to hand out work sheets to be completed or ask the learners to participate in a quiz. During the period of instruction I would be making observational assessments. Any official assessment would need to be recorded. 2. 4 Explain how to provide opportunities for learners to practice their literacy, language, numeracy and ICT skills Literacy – there are many ways in which a learner can practice their literacy skills.At the start of a course there are documents which need to be completed, for example, personal details and qualifications held. During the course work sheets may need to be filled in and the learners can also practice filling in accident report forms. Numeracy – In the CPR practical sessions, learner will have the opportunity to count up to 30 whilst performing compressions on the manikin. These must be done at a ratio of 30:2 with rescue breaths. Language – The learners will have plenty of opportunity to practise their language skills. This may be through group discussion, role play or asking questions.First aiders need good communication skills when dealing with patients as they can be very distressed and frightened. ICT – learners will have the opportunity to practice their ICT skills by using an Automated External Defibrillator and looking at an epi-pen. To embed the skill the learner will be given plenty of opportunities during the course to practice. It will be my responsibility to ensure that the learner can confidently perform the tasks that are asked of them. 3. 1 Explain ways to engage and motivate learners in an inclusive learning environmentIt is important to know the motive for the learner’s attendance on the course. They might be attending because they have to or they might be really interested in first Aid and want to develop their knowledge base. Whatever their reason it is wise to point out the advantages of attending the course and how it can help them, their friends and other members of their family should an emergency situation arise. Ice breakers are useful tools to initially engage the learners and to put them at ease. It can also help them feel more part of the group. I could also use ‘David Kolb’s Experiential Learning Theory’ (ELT) see diagram at back.Kolb's model therefore works on two levels – a four-stage cycle: 1. Concrete Experience – (CE) – Having an experience 2. Reflective Observation – (RO) – Reviewing the experience 3. Abstract Conceptualization – (AC) – Conclusion from the experience 4. Active Experimentation – (AE) – Planning what is next from the experience The learners could be told that at the end of the session there will be a quiz and the winner will receive whatever is on the instructors desk†¦I make sure that there is a box of chocolates there as these are definite motivators.If there are dyslexic learners present I would may make the quiz a photo quiz . I could also ask the learners to work in small groups so that they coud help each other out. If a learner with ADHD was present I would give regular encouragement and keep them informed how long a session was going to last. If necessary I would suggest that they stand and maybe walk around the classroom rather than staying in a static position if there are no practical demonstrations involved. 3. 2 Summarise ways to establish ground rules with learners to promote respect for othersI would promote respect for others by giving the responsibility of setting ground rules to the learners. It could be an initial ice breaker activity, maybe putting them in small groups to come up with ideas. They could then come together as a group and vote on which rules should be included. These should make everyone feel part of the decision making process and it also gives them ownership of the ground rules. When the ground rules have been agreed upon and written out I would display it in the classroom in a prominent position.If a learner was to break the rules more than a couple of times then I would draw their attention to the displayed list. If a learner was to persist in breaking the ground rules then I would have to take them aside and speak to them. If it was becoming a distraction to the other learners and affecting the learning within the classroom then I would take a firm stance and warn the learner that they may have to remove themselves from the course. 3. 3 Explain ways to give constructive feedback that motivates learners Feedback is an important part of the course.It doesn’t have to be formal, it could just be a smile or a nod. It can also be given as written feedback. Feedback shoul d always follow the following format – †¢ Positive – praise the candidate †¢ Negative/improvement – pick up on the key areas only †¢ Positive – always leave the candidate on a high note and a good feeling of achievement. The learner could be asked how they felt that the last piece of work went. In which areas did they perform well and which areas could be improved on. This is called self-assessment.Invariably students are their worst critics and are very hard on themselves. However, it does allow the student to have their own input and feel part of the process. Identify the areas that went well for them but do not go into too much detail. The add constructive feedback on areas that can be improved. Make suggestions on how they can develop their skills in these areas. Finally, point out something positive, an area that worked really well for the learner. This will give them a sense of achievement and motivate them to progress further.If the learner suffered from dyslexia then any written feedback would be printed on pastel coloured paper, in the colour that was suitable for the learners needs. It would be reinforced with verbal feedback which would cover all the points raised in the written feedback. References RH Dave (1967/70) EJ Simpson (1966/72) AJ Harrow (1972). ‘Taxonomy Of Educational Objectives: Handbook 1, The Cognitive Domain' (Bloom, Engelhart, Furst, Hill, Krathwohl, 1956). David Kolb – 1984 – ‘Experiential Learning: Experience as The Source of Learning and Development'