Willingness to Communicate Anxiety Speaking Self Assessment - Free Essay Example

Learners are considered an important part of any teaching practice. Understanding the differences and the ways they learn is important. Such a point of view can help students become familiar with their learning tendencies and preferences. Therefore educational system should plan and present classes and materials which fit these tendencies and help students to have a better performance in language skills. Learners need to know what their abilities are, what their weaknesses are, how much progress they have made, and what they are able to do with the skills they have acquired. According to Saito(2003 ), the current trends in learner-centered language teaching approaches, and a growing interest in instructiveness and authenticity have led to a greater interest in expanding the use of second language self-assessment (p.1). This technique can help learners to know how to learn. They can evaluate their language proficiency and their improvement, so they are able to be aware of their abilities, 12 strengths and weaknesses. Then the teacher can help them in the areas in which they need support. The teacher can use self-assessment as a test to involve students in the learning process, as Underhil (1987) introduced it as the easiest, cheapest, and quickest form of assessment (p.22). 2-1-1- Assessment In a broad sense, assessment is any methods used to better understand the current knowledge that a student possesses (Collins Obrien, 2003, P.29). There are two kinds of assessment: summative assessment which is the assessment of learning and formative assessment that is the assessment for learning (Stiggins, 2001). Summative assessment is done at the end of a term to evaluate the total learning of the students to get grades (Spafford, Pesce, Grosser,1998). However, formative assessment takes place during a cou rse, used as a feedback to teaching and learning process (OMalley Pierce, 1996). It consists of checklists, conferences, self-assessment, rating scales, and focused observations (Gipps,1994). In contrast to summative assessment in which teachers evaluate students achievement, formative assessment provides a chance for the learners to judge their own learning. Summative assessment gives information on how well the topics was learned; whereas, formative assessment informs teachers and learners of the achievement during the course. 2-1-2- Self-assessment The use of self-assessment, as a movement in language testing, is no longer a new concept in language ability assessment recently. In contrast with traditional assessment, it is more authentic in stimulation of meaningful communication (Brown,2001,2004). As an 13 alternative assessment options, McNamara (2000) defined it as the process by which learners are trained to evaluate their own performances (p.136). Self-assessment can help students to check their own development and judge accurately on the level of their language proficiency. (Lim,2007). It receives its theoretical rationale from the principle of autonomy in second language acquisition (Brown,2004). In his review of self-assessment studies, Heidt (1979; cited in de Bot, 1992) stated that self-assessment consists of two parts; cognitive and moral constituents. In cognitive part, learners make a judgement of their own attainments and abilities and in moral part exercise a degree of enthusiasm to be honest and independent of the results.

Adam Smiths Contributions to Modern Free Market Economics...

Among economists, it is said Adam Smith is one of the main contributors to modern free market economics. His thoughts attacked mercantilism which was the prevalent form of government at the time. His works provided systematic rationales in the subjects of capitalism, free markets, and limited government intervention. His most popular books changed history because without them, many of these thoughts and ideas would not be so prevalent. Smith is regarded and cited as the father of modern economics. With this said, not all of Smith’s ideas were in agreement with laissez-faire. Although Adam Smith pioneered many ideas on modern free market economics, Smith cannot be depicted as a defender of laissez-faire because of his ideas on†¦show more content†¦It is said Smith’s mother led him to his scholarly efforts. By 1740, Smith had developed a passion for freedom in that personal freedom and liberty will lead to the best possible outcome. Because of this, Smith is often regarded as an essential proponent in laissez-faire. By 1748, Smith was teaching and giving lectures at Edinburgh. It was here that Smith first established his economic thoughts about freedom and liberty. By his late 20’s, Smith had already developed the passion for liberty, reason, and free speech. In 1759, Smith published The Theory of Moral Sentiments. This book encapsulated his lectures he presented at Glasgow. The subject of the book included â€Å"how human morality depends on sympathy between agent and spectator, or the individual and other members of society.† (Nation Master, 2010) Smith divided his book into two categories which included: the nature of morality and the motive of morality. The book was the first of Smith’s to include the term invisible hand, which would turn out to be one of his best contributions to modern economics. Wealth of Nations Although his previous works and ideas contributed to Smith’s influence on modern economics, it was not till he wrote An Inquiry into the Nature and Causes of the Wealth of Nations, commonly referred as The Wealth of Nations, that Smith’s ideas were considered the groundwork for modern economics. Written in 1776, the book’sShow MoreRelatedThe Biography Of Adam Smith1505 Words   |  7 PagesThe Biography of Adam Smith Adam Smith was born in Kirkcaldy, Scotland in the year 1923, and died in the year 1790 at the age of 67 (Stewart, 1861). His exact date of birth is unknown but was baptized on 5th June 1723. His father was a prosecutor, advocate, and solicitor but passed on two months after his birth, leaving his mother to bring him up. His mother, Margaret Douglas, played a great role in his upbringing, especially in education. He joined the Burgh school where he learned history, writingRead More adam smith Essay877 Words   |  4 Pages Adam Smith And Jean Jacques Rousseau ADAM SMITH AND JEAN JACQUES ROUSSEAU. Adam Smith(1723-1790) and Jean Jacques Rousseau(1712-1770) each provide their own distinctive social thought. Smith, political economist and moral philosopher, is regarded as the father of modern economics. Rousseau, a Franco-Swiss social and political philosopher, combines enlightenment and semi-romantic themes in his work. Thus Smith’s work places emphasis on the relationship between economics and society, whereas, RousseauRead MoreAn Inquiry Into Adam Smiths: the Rise and Fall of the Wealth of Nations1142 Words   |  5 PagesAn inquiry into Adam Smiths: The rise and fall of the Wealth of Nations What was the most important document published in 1776? The Declaration of Independence is the easy answer for Americans, but many would argue that Adam Smiths The Wealth of Nations had a more important global impact. In this article, we will look at Smiths masterpiece and its contributions to modern economics. (For background reading, see Adam Smith: The Father Of Economics.) In Opposition to Mercantilism On MarchRead MoreThe Implications to the Pursuit of Prosperity1770 Words   |  7 Pagesgovernments. These developmental episodes rejected the status-quo giving rise to a new modern capitalistic society the world knows well in this present age. However, this new social environment in the late 1700s presented uncharted maps for the citizens of society and newly formed governments. Naturally individuals carried a new found freedom without the reigns of monarchy holding them back and individuals could pursue wealth free from oppressing tyrants dictating. Societies were surging with their freedomRead MoreA Systematic Theory Of Population Theory1611 Words   |  7 PagesAccording to the Economic Thought textbook the summary of Malthus Population Theory deals with the misery and poverty among the lower classes of every nations. Thomas Robert Malthus was the first economist to propose a systematic theory of population. He states that a population when unchecked leads to population grow ex ponentially (i.e., doubling with each cycle) while food production grows at an arithmetic rate (i.e. by the repeated addition of a uniform increment in each uniform interval of time)Read MoreThe Morality Of The Market System897 Words   |  4 PagesChapter 3 discusses the morality of the market system as a whole. The chapter examines several key components. The chapter discusses how market systems are justified, and explains the strengths and weaknesses of the various systems currently in use. Two concepts are discussed one says that the business system should be planned; the other that it should be a free market system. Further the chapter discusses the various arguments for and against free markets and government regulation as well as theRead MoreEssay about Adam Smith Father of Economics5633 Words   |  23 PagesFinal Paper | Dr. Kang: History of Economic Thought | | | | Brian Witt | | | Brian Witt Dr. Kang MBE 330.01 Final Paper Adam Smith: â€Å"The Father of Economics† Adam Smith was a Scottish moral philosopher and a pioneer of political economics. One of the key figures of the Scottish Enlightenment and modern economics, Smith is an author of The Theory of Moral Sentiments and An Inquiry into the Nature and Causes of the Wealth of Nation, now known to be called The WealthRead MoreAdam Smith and Karl Marx Essay2053 Words   |  9 PagesAdam Smith and Karl Marx Modern political economic theory and philosophy can be greatly attributed to the works of two men who seemingly held polar opposite views on the subject. Adam Smith, a Scottish philosopher, published his most well known work An Inquiry into the Nature and Causes of the Wealth of Nations in 1776 and is most often associated with the ideas and principles of the political economic system known as Capitalism. At the other end of the spectrum is Karl Marx; the German philosopherRead MoreHow Natural Harmony Was A Key Characteristic Of Economic Growth Through Capitalism1422 Words   |  6 Pagesof both Adam Smith and Karl Marx have been highly influential on mainstream economics, and still hold precedence in global economic policy across the world. This essay will explore how natural harmony was a key characteristic of economic growth through capitalism, and how Marx believed this was in fact false as the edicts of capitalism were contradictory to its own goals. In the ‘Wealth of Nations’, Smith believed harmony could be achieved through self-interest and free market economics allowingRead More When Corporations Rule The World Essay1168 Words   |  5 Pageson America and how we can rid ourselves of these cancers. He sees the planets living spaces being eaten up for the benefit of powerful corporations and financial institutions. He sees these once useful institutions turning into instruments of a market tyranny that are destroying livelihoods, displacing people, and feeding on life in an insatiable quest for money. It forces us all to act in ways destructive of our families, communities, our nature, and ourselves. He believes human survival depends

Definition and Examples of Existential Sentences in English

Subject of Family in Lessing’s Flight, Hughes’ Mother to...

Subject of Family in Lessing’s Flight, Hughes’ Mother to Son, Kincaids Girl and Adrienne Richs Poem, Merced Family as defined by Webster’s College Dictionary can be one of many different people. Family can be your parents, spouse, children, brother, sister, grandmother, uncle, any blood relative, or even people who are not blood related that share that common bond (Webster 475). My definition of family is similar to Webster’s, but I feel that there is more to it than just being a blood relative or close friend. A person’s actions, beliefs, and morals play a major role in deciding who makes it into that â€Å"family† group. Family becomes more of an idea or feeling, like love or hate, than just who a person is or where they fall in†¦show more content†¦There are four different relationships portrayed in this writing. There is the granddaughter and grandfather, father and daughter, mother and daughter, and a new bond between the granddaughter, Lucy, and her beau, Steve. Although there is definite conflict between the grandfather and both his grandda ughter and his daughter, you can still see the elements of â€Å"family† portrayed in their actions and beliefs. The granddaughter is ready to break free from her current main family and start a new family of her own. This causes her grandfather to resent her, possibly due to the â€Å"empty nest† feeling since she is the last one to leave the house and be married. This can be seen when he says to his daughter, â€Å"’She’s the last. Can’t we keep her a bit longer?’† (Lessing 20). This shows the strong love necessary to have that true family in a household. The mother knows that another step in her job is done and that it is time to let go. The daughter is showing her defiance and desire to be a grown woman, to take that next step in her life. Although she is bitter with her grandfather in the beginning of the story, she shows her true love for her grandfather when the story portrays her crying as the grandfather finally lets go, perhaps not wanting to be let go – the releasing of his birds is a metaphor for the releasing of his granddaughter to the world (Lessing 20-21). Steven shows his wanting of acceptance by Lucy’s

Analyzing Two Multicultural Scenarios And Identifying The...

In this week assignment, one will analyze two multicultural scenarios and identify the key components concerning the worldviews and communication styles that are shown in each scenario. Based on one’s understanding, a worldview is something that develops throughout one’s lifespan. It is believed to be one of the most important elements that shape our values, beliefs and personality. In addition, worldviews play an important role in influencing one’s way of communication and decision making process. There are many people who come from different cultural backgrounds, and have different worldviews. Therefore, communication is the key to helping individuals understand the worldviews of other cultures. While, communicating with people from different cultures can be extremely complex, it can also have many advantages. Culture influence the way individuals think, learn and interpret worldviews. Therefore, to communicate with diverse cultures, individuals must have some knowledge of how they differ in worldviews. Lev Vygotsky (1962) a Russian teacher and developmental psychologists, argued that language is the key for which individuals communicate and understand the worldviews of other cultures. Based on the text, there is a strong relation between culture, language and communication. Recent studies have shown that, one of the most fundamental aspects of communication styles is the use of language. Based on this theory, there are many roles of language for which individuals useShow MoreRelatedStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesPersonality and Values 131 Perception and Individual Decision Making 165 Motivation Concepts 201 Motivation: From Concepts to Applications 239 3 The Group 9 10 11 12 13 14 15 Foundations of Group Behavior 271 Understanding Work Teams 307 Communication 335 Leadership 367 Power and Politics 411 Conflict and Negotiation 445 Foundations of Organization Structure 479 v vi BRIEF CONTENTS 4 The Organization System 16 Organizational Culture 511 17 Human Resource Policies and PracticesRead Morepreschool Essay46149 Words   |  185 Pagesbe obtained without charge by writing to the CDE Press Sales Office, California Department of Education, 1430 N Street, Suite 3207, Sacramento, CA 95814-5901; faxing to 916-323-0823; or calling the CDE Press Sales Office at the telephone number shown above. Notice The guidance in the California Preschool Learning Foundations (Volume 2) is not binding on local educational agencies or other entities. Except for the statutes, regulations, and court decisions that are referenced herein, the

The Ethical Responsibilities Of Business Ethics Essay

Business ethics is a board interaction between individuals, organizations and countries based on the social and legal requirements. Moreover, ethics of business is more complex and complicated than business, in addition it emphasis the ethical responsibilities of business (Shaw, 2013, p.3). Business ethics is about how the people conduct the business and make ethical business decisions. In the case, the situation that Jean involved in is Wright expects Jean to use closing techniques to deceive her clients based on exaggerated and faked facts to increase the number of closed deals (Shaw, 2014, p.234). However, Jean strongly disagrees to use psychological manipulation, because of that, Jean’s sales is much less than others who use the psychological closing devices (Shaw, 2014, p.235). Besides, as a single mother, that job is really important for Jean (Shaw, 2014, p.235). Now Jean is facing an ethical dilemma, there are two options, hide the truth but save the reputation or keep honest but lose large amount of income. This easy introduces a comparative analysis of Jean’s situation under an ethical dilemma perspective with three different ethical theories, Kantian, utilitarianism and egoism. Based on the information from Jean’s case, the existence of an ethical dilemma is implied. Generally, ethical dilemma is defined as† a complex situation that often involves an apparent mental conflict between moral imperatives, in which to obey one would result in transgressingShow MoreRelatedEthical Decision Making : Business Ethics And Social Responsibility1295 Words   |  6 Pages Ethical Decision-Making De’Ambre Zanders OMM640: Business Ethics and Social Responsibility (MOH1616A) Instructor: Dr. Maja Zelihic May 1, 2016 Abstract In any type of business, ethical decision-making is usually at the forefront of company operations. It shapes the foundation of a company and gives employees a moral compass as to what is expected of them ethically. Ethical-decision making prevents individuals from profiting from their own personal methods, while representingRead MoreBusiness Ethics and Social Responsibility Essay1471 Words   |  6 PagesEthics in the workplace help the organization to grow and prosper. They bring about leadership, work culture and literacy. Ethic are beliefs about what’s right or wrong and good or bad based on individual’s values and morals, plus a behavior social context. Ethical behavior conforms to individual beliefs and social norms about what’s right and good. Unethical behavior conforms to individual beliefs and social norms about what’s wrong or bad. Business ethics refers to ethical or unethical behaviorRead MoreBusiness and Society891 Words   |  4 PagesBUSI NESS AND SOCIETY INTRODUCTON With increasing urgency, market and social forces are rewriting the roles and responsibilities of business as well as its strategies. Though the profit motive of business is understood and accepted, people do not accept it as an excuse for ignoring the basic norms, values, and standards of being a good citizen. Modern businesses are expected to be responsible towards the community resources working toward the growth and success of both their companies and theirRead MoreEvaluation of a Business Code of Ethics1271 Words   |  6 PagesEvaluation of a Business Code of Ethics, The Hershey’s Company PHL/323 Mission Statement Hershey’s Mission Statement noted here, (Social- Responsibility/Marketplace) â€Å"Bringing sweet moments of Hershey happiness to the world every day,† Provides the focusRead MoreEthics And Corporate Social Responsibility1637 Words   |  7 Pagescontributed to Managing Sustainability: Ethics and Corporate Social Responsibility in the post-bureaucratic era. â€Å"Leadership is the process of directing, controlling, motivating and inspiring staff toward the realization of stated organizational goals† (Clegg, S.R. Kornberger, M. Pitsis. 2011, p.126.) Leadership in the post-bureaucratic era is essential for the success of a company, and also plays part into the Sustainability of Ethics and Corporate Social Responsibility for an enterprise. In this essayRead MoreDefine Ethics and Social Responsibility and Explain Why They Share Common Characteristics in an Organisational Setting. Identify Recent Examples Where Ethical Practices or Social Responsibility Have Not Occurred and the Implications for Stakehold...1651 Words   |  7 Pagesorganizations viewed ethics,social responsibility,business ethics only in terms of administrative compliance with legal standards and adherence to internal rules and regulations. Today the situation is different. Attention to them is on the rise across the world and many companies or organizations reali ze that in order to succeed, they must earn the respect and confidence of their customers. Like never before, corporatons are being asked, encouraged and prodded to improve their business practices to emphasizeRead MoreEthics Reflection Paper1082 Words   |  5 PagesEthics Reflection Paper Lourdes Munoz STR/581 Strategic Planning Implementation September 2nd, 2010 Gary Solomon Abstract Ethics and Social responsibility resides in an important set of our own personal values. When it comes to Business matter and operation the customer must feel confidence and this has been taken for granted several times on recent corporate scandals and collapses, a perfect example of missed conducted ethic and responsibility is Enron. Is extremely important for companiesRead MoreThe Role Of Ethics And Social Responsibility On Developing A Strategic Plan746 Words   |  3 Pages Ethics is the â€Å"consensually accepted standards of behavior for an occupation, trade, or profession† (Wheelen Hunger, 2010, p. G4). Ethics in business involve different standards based on the location and customs. What is ethically acceptable in one environment may not be acceptable in another. Analyzing ethics is essential when developing strategic plans. Some even may argue that there is no such thing as business ethics (Wheelen Hunger, 2010). The whole concept of ethics and business is a bitRead MoreManagement1118 Words   |  5 Pagesneed for ethics in business and distinguish it from the law and concepts of virtue and morality. 2. Discuss ethics in the context of relativism, psychological egoism, utilitarianism, deontology, and virtue ethics. 3. Discuss the ideas of character ethic, female ethic, human rights, and ethical action. 4. Discuss the factors influencing employee issues including the right to work, employment at will, due process and employee participation, health and safety standards, family responsibilities, the rightRead MoreEssay about A Role of Ethics and Social Responsibilities in Management.1153 Words   |  5 PagesRole of Ethics and Social Responsibilities in Management. Ethics can be defined as a process of evaluating actions according to moral principal of values(A.Alhemoud). Throughout the centuries people were trying to choose between profit and moral. Perhaps, some of them obtain both, but every time it could have roused ethical issues. Those issues concern fairness, justice, rightness or wrongness; as a result it can only be resolved according to ethical standards. Setting the ethical standards

Customer Service in Restaurant Management

Question: Discuss about the Customer Service in Restaurant Management. Answer: 1. Identify the possible causes for the complaint and how it impacts on the customer Possible Cause Impact on Customer Undesirable service in spite of being a regular in the restaurant. The customer was before-handedly dissatisfied with the service as because they frequently visited the restaurant and didnt get served with the desired service, so they needed a major reason to make their complaint strong. So with the non-availability of the seat for some time made their complaint more substantiated. On the other hand, not every customer demand service worth of money, but they at least demand some good treatment for their money. So with the waiter who let them the space being blas and not apologetic gave them the chance to make their complaint more credible (Akroush et al. 2013). It was not a major reason but still to some customers it does matter. The impact of such a service often lets down the customer. Every customer demands a good service where he can enjoy it whenever he wants. The level of satisfaction is never complete but still to some extent it needs to be fulfilled. This was not so done in this case, and hence the customer demands a reply for such a service. This type of service also destroys the image of the restaurant in the eyes of the customer (Moreira and Silva 2016). Blas and not unapologetic behavior on the part of staffs of the restaurant. The customers did not have the desired dish they ordered, but the order which arrived eventually was not upto the mark. Non-availability of side sauce with the dish which did not appear at the time of service. This was also a major reason for their complaint. 2. Describe a communication technique that would be most appropriate for this situation Communication Technique Reason for Appropriateness Immediate response and communication to be performed from the end of restaurant. The communication technique which would be more appropriate in this would be as follows. The waiter must be responsive as soon as the customer arrives. May be the seats are not available, but if the waiter continuously talks with the customer and make him comfortable, that would put a good impression on the face of the restaurants. Moreover, the waiter needs to be alert and well responsive as soon as space becomes available because this would make the customer feel that he is given a level of importance which is a most important item when you want to satisfy your customer. The waiter should also be well-mannered and polite in his replies as because this would hide the faults in the eyes of the customer even if he commits one (Siu et al. 2013). Lastly, the waiter must be interactive about the dish provided to the customer and ask for any changes required in the future. This would put a better impression about the restaurant's feedback details. 3. Describe 3 strategies organizations can employ to reduce the severity and number of complaints Record and organizing meaningful complaints and grievances: More often than not one would see customers are always in a hurry. They may place an order in the eleventh hour and want the restaurant to deliver in a jiffy. The factual reality is frequent such requests often turn into demands. Helping customers are right in the context but haphazardly following their demands may not be a good idea (Marinkovic et al. 2014). Multiple messages from multiple clients with recurring concerns in somewhat challenging as far as the organization is concerned. The volume of complaints not only raises problems but also makes things tough for the management about what to do next. The organization needs to sort this type of feedback. The key is to prioritize the complaints according to the degree. The management should offer its team a meaningful way to take stock of meaningful complaints and take corrective actions over those. The rest may seem to be futile; hence those should be managed with less precedence (Llach et al. 2013). CARP Method: A useful method of dealing with upset clients can be best practices which are termed as CARP method. The CARP theory consists of C (Control), A (Acknowledge), R (Refocus), P (Problem solving). In other words, the management should take control stock of the situation with revealing measures that discloses the managements intention that they are willing to address the client concerns and grievances and resolve those. Acknowledge would mean that the administration perceives the client concerns and not washing hand off from the issue. Refocus is something that the firm should contemplate. It means that the management should refocus away from clients emotions to the doable solution at hand (Laperrire et al. 2016). In fine, solving the problem should be done, confirming that everything had been taken care of. Considering customers complaints seriously: This is where most of the entities falter. The management should learn to deal with client complaints or for that matter grievance. The team should maintain a professional approach when it comes to customer support. On the other hand, support may require support. It must be accepted that not all customers may be made happy. So the bottom-line is upholding a positive outlook which would ensure pleasant times to come by (Kokkinou and Cranage 2013). 4. What is the importance of organizations having a Customer Service Policy? The customer service policy should determine the relationship the entity may have which in turn would help the firm to retain the valued clients and function properly. Customer service departments require various ways to measure their success. Policies lay down service guidelines and train staffers to accomplish the set guidelines (Liang and Zhang 2012). Clients like to be treated like their money matters. Thus having a policy is imperative in this case. A service client policy is a way to formulate a standard that surpasses beyond expectations. A customer service policy is an effective tool to impart valuable guidance to the resources of the organization on how to implore information from clients aimed to improve services. Thus framing a customer policy would have the company in consideration to detect the problems that the firm may have missed and to resolve those problems before it escalates to a level where clients are lost due to derisory services. The firm should train its staffers to be problem-solvers and take into consideration various tactics required for retention of customers and improve word-of-mouth. The firms should involve all the employees as they interact with the customers more than the management. Hence, they would have a fair idea of what the clients expect from their experiences with the firm (Choi and Choi 2014). 5. Outline three reasons to welcome complaints Need of feedback: Firstly, every restaurant needs feedback from the customer so that they can improve their customer satisfaction skills on their part. So thats the reason the restaurants needs to welcome the complaints because if they dont, they will not find ways to improve their skills. Improvement in Branding: The major reason why the restaurants should welcome the complaint is that this would put a better branding in the face of the customer (Hudson and Hudson 2013). Customer handling complaints are the major merit for restaurants to have a long run future in the market and would enable them to earn more profits. Enhancement of business: The restaurant should welcome the complaint because that would bring him more customers which are so much required for his business. If the customer gets his complaint satisfied in his next visit, then that would enable the customer to bring his relatives as well as his friends on his next visit and would thus enable the restaurants to earn more customers. 6. As a manager how would you train your staff to best deal with customer complaints? Client complaints are a reality in food and beverage business. The manager of the firm should devise various plans of training the staffs to best deal with customer complaints. At the outset, the management should form a protocol that addresses common complaints and forms procedures to resolve the complaints (Dabholkar 2015). Staff members should be provided with copies of etiquette, and a training session may be conducted to facilitate them to respond appropriately to various complaints. Exercises may be conducted by the managers by asking the waiters and other staffs to collaborate with supervisors who would act as an unhappy client. Regular weekly meetings should be held to discuss client complaints and issues and concerns that the client servicing team may have encountered (Zhang et al. 2013). 7. As the Customer Relations Manager, draft a reply to this complaint 29/08/2016 Dear Mr. Smith, Thank you for taking time out to contact us for explaining the issues that you have encountered recently. We earnestly regret the inconvenience you have experienced and please be informed that we are sincere to retain you as our valued client. Based on our compliant and feedback our customer relations team is reviewing the information you have sent us. We vouch that our designated team is conducting a thorough investigation for resolving this issue. We are aware that you had to wait for as much as fifteen minutes for a table to be vacated. Secondly, our waitress offered blas behavior while serving the salmon dish you had ordered for. Also, the deserts and coffee were not offered which is a signature complimentary service on our end. Moreover, you were charged with a double bill for the salmon dish. We have taken cognizance of your issues and assure you of best services in your next visit. In fine, once our investigation gets over, please allow us to contact you and apprise you of the findings. We look forward to serving you in the coming months. Once again, thank you for reporting this incident. Yours Sincerely, Robert Dawson (Customer Relations Manager) Reference List Akroush, M.N., Abu-ElSamen, A.A., Samawi, G.A. and Odetallah, A.L., 2013. Internal marketing and service quality in restaurants. Marketing Intelligence Planning, 31(4), pp.304-336. Choi, B. and Choi, B.J., 2014. The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1/2), pp.108-131. Dabholkar, P.A., 2015. How to improve perceived service quality by increasing customer participation. In Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference (pp. 483-487). Springer International Publishing. Hudson, S. and Hudson, L., 2013. Customer service for hospitality and tourism. Goodfellow Publishers. Kokkinou, A. and Cranage, D.A., 2013. Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, pp.435-445. Laperrire, ., Messing, K. and Bourbonnais, R., 2017. Work activity in food service: The significance of customer relations, tipping practices and gender for preventing musculoskeletal disorders. Applied Ergonomics, 58, pp.89-101. Liang, R.D. and Zhang, J.S., 2012. The effect of service interaction orientation on customer satisfaction and behavioral intention: The moderating effect of dining frequency. Asia Pacific Journal of Marketing and Logistics, 24(1), pp.153-170. Llach, J., Perramon, J., del Mar Alonso-Almeida, M. and Bagur-Femenias, L., 2013. Joint impact of quality and environmental practices on firm performance in small service businesses: an empirical study of restaurants. Journal of Cleaner Production, 44, pp.96-104. Marinkovic, V., Senic, V., Ivkov, D., Dimitrovski, D. and Bjelic, M., 2014. The antecedents of satisfaction and revisit intentions for full-service restaurants. Marketing Intelligence Planning, 32(3), pp.311-327. Moreira, A.C. and Silva, P.M.F.D., 2016. Complaint behaviour by third parties: exploring service quality, customer satisfaction and word-of-mouth in health clubs. International Journal of Sport Management and Marketing, 16(3-6), pp.152-171. Siu, N.Y.M., Zhang, T.J.F. and Yau, C.Y.J., 2013. The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of business ethics, 114(4), pp.675-686. Zhang, Z., Zhang, Z. and Law, R., 2013. Regional effects on customer satisfaction with restaurants. International Journal of Contemporary Hospitality Management, 25(5), pp.705-722.