Customer Service Bench Marking: Hotel Analysis

Customer Service Bench Marking: Hotel Analysis A) Customer Service Bench Marking The Old Ground Hotel Built in the early part of the 18th Century as a private dwelling and a hotel since 1895. The Old Ground has played its part in the Republics tumultuous beginnings and the Town Hall once incorporated a jail. Currently the hotel is a 4-star hotel ran by the hotel group the Flynn brothers. Temple Gate The hotel is on a 19th century Convent of Mercy site with a fascinating and eventful history. Before it was converted to a convent, the original houses, Row House and Lifford House was the property of Charles OConnell, cousin of Daniel OConnell. Currently the hotel is a 4-star hotel. FINDINGS OLD GROUND TEMPLE GATE Organisation/Business image Well presented Bar area is very dull Clean inside Shabby looking appearance from outside Well-kept garden on hotel grounds Well presented Clean Bright Modern appearance from outside. No outdoor space car park is mixed with public car park and bus pick up and drop off point Personal Presentation of Employees Well groomed Clean appearance Clean uniforms Well groomed Clean appearance Clean uniforms Interpersonal Skills of individuals dealt with Some of the members of the weighting staff were quite rude and unprofessional in the hotel restaurant All staff were very helpful and professional Effective Handling of Enquiry Enquiry made in the restaurant was handled well but had a quite delayed response Enquiry was handled professionally effectively and rapidly. Ability of Employee to Present information Accurately The information required was directions and they were given quite clearly and accurately When requesting information I enquired about local facilities and all information was given accurately Overall comment on efficiency and customer service delivered by the organisation/businesses. The overall customer service received was ok but could do with some work The customer service was excellent 3) The staff in the Old Ground could do with some upskilling on their customer service, for the most part of my visit the staff were excellent and had good customer service skills but there was one or two members of staff that could benefit with some upskilling. The Temple gate staff all had excellent customer service skills. B) Consumer Protection Ombudsman Citizens Information Who they protect The ombudsman protects all types of people who have made complaints about receiving unfair treatment from public bodies such as the HSE, local authorities etc. Citizens information helps people with many aspects. Citizens Information provides information on public services and on the entitlements of Irish citizens. It provides advice on social welfare, housing, government, moving country, employment, unemployment and much more. How they operate The ombudsman operates by receiving complaints from the public and investigating what actions need to be taken and/or if the compliant is true. They gather all information available to them from public agencies and bodies and present it to the public in a useful way. The specific piece of legislation they operate within The Ombudsmans legal authority to investigate complaints, and to recommend redress where necessary, is set out primarily in the Ombudsman Act 1980. The Ombudsman Act has been amended a number of times, principally by the Ombudsman (Amendment) Act 1984 and by the Ombudsman (Amendment) Act 2012. There are also some other Acts and Regulations, including the Disability Act, 2005, whose provisions affect the role of the Ombudsman.[i] The Consumer Protection Act 2007 came into effect in Ireland on 1 May 2007. The Act provided for the establishment of the National Consumer Agency. Under the Competition and Consumer Protection Act 2014 the National Consumer Agency and the Competition Authority were replaced by the Competition and Consumer Protection Commission. The Commission took over the functions of the two agencies.[ii] How to make a complaint When complaining complaints can be made in writing, email or by using an online complaint form. Once the complaint has been made the ombudsman investigates them. If your complaint has found to be true the ombudsman will review what it has done, change its decision and/or offer you an explanation, an apology and/or financial compensation. Citizens Information provides information on how to make complaints correctly/effectively to public bodies/ agencies. They advise people that before they make complaints they should know their rights, stand up for these rights be assertive without being aggressive, always try to stay calm and polite Keep notes and documentation to back up the complaint Their limitations The Ombudsman does not intervene for the following: Court proceedings Private disputes Matters concerning foreign missions e.g. Embassy, High Commission, etc. Private disputes Cabinet matters Complaints against private bodies Complaints against local authorities Matters relating to defence, external relations and internal security [iii] Citizens Information limitations are within their legislation as they cannot take any action all they can do is advise people on the best way to take action. C) Customer Complaints Policy Tesco is committed to providing exceptional customer service and making sure when something goes wrong we will try to improve our standards. A complaints policy has been established for customers. Under the sale of goods act and consumer protection act consumers are entitled to have complaints handled efficiently. There are 2 ways in which consumer complaints can be made formally and informally. The informal complaint should be handled immediately and the formal complaints should be dealt within 10 business days. If complaints to are not dealt within 10 business days, the customer will be contacted to update them on the status. The company will estimate of how long the resolution should take. If the complaint still hasnt been resolved after 40 business days, Tesco sends a letter to the customer requesting more time to deal with the problem. If 40 days or more have passed and the complaints have not been dealt with customers may be eligible to contact the Financial Ombudsman Service to receive help with their complaints against Tesco. If the complaint has not been resolved after 40 business days, a letter will be sent to the customer requesting extra time to deal with the complaint. When 40 days have passed since the complaint was made, customers may contact the Ombudsman.[iv]. I If you are not satisfied with the outcome of your complaint to the Customer Service Officer, the matter may be appealed to the General Manager. Customer Complaints Form Name Date Address Complaint Report Taken By INTERNAL USE ONLY Action Taken Outcome Date Completed Investigation Comments [i] https://www.ombudsman.gov.ie/en/About-Us/Legislation/ 09/03/17 [ii] http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/consumer_protection_act_2007.html 09/03/17 09/03/17 [iii] http://ombudsman.govmu.org/English/Policies/Pages/Limitations.aspx 09/03/17 [iv] https://www.reference.com/food/tesco-deal-complaints-4146bdab46664ec9 15/03/17 Should I Study Abroad? Should I Study Abroad? Every year thousands and thousands of people leave the comforts of their homes to learn English in countries such as the United States, Canada, England, and Australia. Why do they do it? Many feel that by studying a language in a country where it is spoken, they will be able to learn it more quickly. Others feel that studying abroad gives them a kind of prestige in their home country. It may even lead to a better job. And quite a few people want to study abroad for the pure pleasure and excitement it brings. But living and studying in another country can also have its problems. Almost everyone experiences some level of homesickness. And a few people go home earlier than expected because their ideas about living in another country were different from reality. Is learning English abroad something you are interested in? Whether to learn a language by studying abroad is a big decision. You should be aware of what you are getting into before you start packing your bags. Disadvantages of Studying Abroad Studying abroad does not mean you will learn English magically. Many people think that they just need to live in another country and they will learn the local language. This is not completely true. You still need to pay attention and study. There are people who live in foreign countries for many, many years without knowing the language well. However, it will probably come to you easier and faster than if you just studied the language in your home country. Studying abroad can be hard. You will probably have times when you miss your family, friends, food, and everything familiar. Almost everyone goes through some culture shock. You will have to realize and accept that it will take some time to adjust to a new way of living. Studying abroad can be expensive. There is no doubt that it takes money to study abroad. It can vary from kind of expensive to very expensive. Most places dont allow international students to work. You will have to have the money before you arrive in the country or have someone from home support you. Is this something that you and/or your family can afford? Advantages of Studying Abroad You are surrounded by English. Yes, you need to pay attention and do some studying, but everything comes faster when you do because English is everywhere- on the streets, in the stores, on the TV- you cant get away from it. Your eyes are opened to the world. We often grow up thinking that our way of doing things is the only way, or sometimes the best way. But living in a new culture helps us realize new ways of doing things, and also helps us to see that even though we are different, we are all human. And in many cases, not only will you get to know the natives of the country you are visiting, you may get to know classmates from all over the world. You learn to take care of yourself. Living in another country, even if it is with a host family, means you might be doing things you may not have done in your home country. These include cooking, cleaning, grocery shopping, washing clothes, figuring out transportation, making living arrangements, setting up accounts for cell phones and utilities, etc. You may think of this as a disadvantage, but many international students go home proud that they have become very self-sufficient. Your life will be forever changed. One of the greatest things that happens when you do something as big as live in another country is- you become a changed person- your outlook on life is different. Your new maturity can help lead you to new places in your life. You make memories that will last a lifetime. Your pictures, journals, and souvenirs will help you remember your time abroad, but your memories and emotions of this special time will also be a part of your life until you are very old. So how can you know if studying abroad is right for you? First, start by talking to people who have already done it. Of course everyone will have his or her own experience and point of view, but it can be really helpful to hear what other people have to say. If you dont know anyone who has studied abroad, ask others about their experiences through the internet. Daves ESL Cafe is a good place to start. If you do decide that you are interested in going abroad, take a look at websites like www.StudyAbroad.com and www.HyperStudy.com to search for schools and get advice on where to go. Studying abroad can really change your life. And hopefully if you decide to do it, it will be a wonderful experience for you. The very best of luck to you. Retrieved From: http://www.5minuteenglish.com/study_abroad.html Summary of Should I Study Abroad? Suffer from constant homesickness especially during the early years of living abroad The cost of education is very expensive Institutions does not allow international students to work Students are exposed to different kinds of learning environment Students are exposed to different kinds of people and their various culture Students are more independent and confident Students outlook of life will be changed 2nd Article Is Studying Overseas Worth It? Mon, 11/09/2009 15:50 Nabilah Before you can answer that question, youll first need to know how studying overseas differs from doing so locally. By Tan Yan Shuo An overseas university education in Australia, the United Kingdom (UK) or the United States of America (US) can easily set you back by several hundred thousand dollars. In comparison, the National University of Singapore (NUS), Nanyang Technological University (NTU) and Singapore Management University (SMU) all charge an annual tuition fee of less than S$10,000. Yet, every year, thousands of Singaporean students flock to universities in these countries. You may be considering studying overseas too. However, before you jump on the bandwagon, it is important to examine your motivations for wanting to do so, and to ask yourself if they are justified. And most of all, to make a better, informed decision, you need to be elucidated on the major differences between studying overseas and locally. Prestige and Career Opportunities It is a myth that our local universities are less well-perceived by employers than their foreign counterparts. In a recent survey conducted by The Straits Times, three out of four public-listed companies said they had no preference with regard to employing local or overseas graduates, with the rest preferring candidates who studied in Singapore. Furthermore, both NUS and NTU have been ranked highly by The Times Higher Education, coming in 30th and 77th respectively in the 2008 World University Rankings. However, our local universities brand names do pale in comparison to that of top-tier overseas universities such as Oxbridge in the UK and the Ivy League in the US. While it is correct to say that your performance at the university matters more than its prestige in determining your career prospects, graduates from more prestigious universities nevertheless definitely have more opportunities. An overseas education also gives you an edge if you intend to work overseas, where the brands of our local universities tend to be less recognised. Indeed, many multi-national companies recruit directly from the campuses of top overseas universities. However, when it comes to specialised degrees such as Law, Medicine, and Dentistry, our local faculties are just as selective and perhaps as prestigious as those of top overseas universities. Often, the effect of brand name is more pronounced for general degrees such as Arts and Social Sciences. Quality of Education There is little, if any, objective difference between the quality of teaching locally and overseas. Top overseas universities often boast big-name professors, and it is easy to be lulled into thinking that Nobel Prizes and similar accolades translate into quality teaching. However, in reality, being a good lecturer is a separate skill set from being a good researcher, and good and bad lecturers abound both locally and in top overseas universities. When it comes to quality of education, the key differences between local and overseas universities lie in flexibility and variety of options. Universities from the US in particular stand out in being more flexible, and having more academic options than our local universities. While NUS, NTU and SMU rarely allow students to change their courses, universities in the US are known to allow such changes even into the junior (third) year. In addition, universities from the US emphasise broad-based curricula and cater to diverse academic interests through schemes such as personalised Double Degrees, Double Majors and Accelerations. The downside to these, however, is the lack of depth of study as compared to the demanding syllabi set by local universities. The Overseas Experience By far, the biggest difference between studying overseas and locally is the experience of living alone in a foreign country. You become a one-person household, and suddenly you realise there were a million things your parents did that you now have to manage by yourself. Apart from doing your own laundry and cooking your own meals, there are also more significant things such as finding your way in a foreign society, and responding to setbacks without the comforting proximity of family and friends. Over the years, these individual experiences add up to make you a little more street-smart, a little more independent, and a little more mature. As an alien in a foreign country, you will also face the prospect of learning the unspoken rules and social norms that others assume you already know, and dealing with people whose value systems and underlying assumptions about the world are radically different from your own. If you can cope with these challenges, you will emerge a more thoughtful, adaptable, and confident person. Nevertheless, as enriching as an overseas experience sounds, it is not for everybody. Going overseas to study is like jumping into the deep end of the pool. Some are naturally good swimmers who flourish with the challenges, while others are mere beginners who will do better if introduced to swimming in a less intimidating environment. Likewise, not everyone at the age of 18 is ready to leave the comforts and familiarity of home. Fortunately, there are other ways of gaining elements of the overseas experience without enrolling in an overseas university. Staying on campus can provide a simulation of living independently, and if you fall sick, you always have the option of returning home. For a more bite-sized experience of studying overseas, you can also apply for student exchange programmes offered by all three local universities. Studying overseas is not the Holy Grail of university education. There is little, if any, compromise in terms of quality, prestige and career opportunities if you choose to study locally. Although studying overseas can be a unique and life-changing experience, it is not for everybody (whether due to cost or other factors), and there are other, albeit more circuitous, means of achieving the same outcomes. Retrieved From: http://community.jobscentral.com.sg/node/1318 Summary of Is Studying Overseas Worth It? Quality of education is better overseas More job opportunities for students who have studied overseas Some courses or subjects are not available in local institutions Students are more independent Students are more mature Students are more confident Students will be able to understand and experience the social norm and culture of the country 3rd Article Will the difference make a huge impact on career path? FOR a very long time, studying abroad was an option purely for the deep-pocketed elite. Apart from the cost factor, many families chose to send their kids overseas because of the cultural wealth and better job prospects that came with it. Fast forward to today, many still choose to send their children overseas to pursue their education. Thanks to rising affluence, more families are able to send their kids abroad. But are the benefits of studying some thousands of miles away versus just down the street so drastic that its really going to make a huge impact on ones career path? Studying abroad The main issue to consider when studying abroad is that it requires more financial support and planning. Lee, a 30-year old information technology graduate from the United States admits that the biggest issue about studying overseas is the cost. Studying overseas can be really expensive. Accommodation and food is denominated in a currency thats probably higher than ours. Furthermore, most countries do not allow foreign students to work, so you need to have money before you arrive in the country or have someone from home supporting you. However, having a foreign qualification helps to make your resume stand out compared with the rest, he says. Dinesh Kanavaji, 31, is a practising lawyer in Malaysia who studied law in Britain in the late 90s. His two-year course cost him about  £15,000 a year or about RM90,000 annually given the high exchange rate at the time. At the time, the tuition fees cost about  £10,000 annually. Accommodation and food cost about  £4,000 or so, this of course, provided that you lived at a campus hostel rather than elsewhere. Ultimately, it was a character-building experience, having to be able to live, cook and travel on your own, he says, adding that studying abroad also provides a unique opportunity for language and cultural immersion. Dinesh also feels that the standard of education offered overseas is higher. The standard is higher over there. The lecturers are experienced and well trained, comprising doctors and professors that have written a few books. Many of the lecturers locally are quite young. He also says the education in Malaysia (as far as law was concerned) was very academically-driven. In Britain, they make you work and figure things out for yourself, creating a heightened level of maturity. Studying locally Dineshs wife Melissa Ram, 32, studied her Bachelor of Jurisprudence degree in law entirely in Malaysia and is quick to admit the cost benefits of studying locally. Compared with Dinesh, her four-year course (plus one year of A-Levels) cost just RM20,000. It probably would have cost me three times more if I had studied overseas. Also, you dont have to worry about getting home-sick and can meet up with your friends any time, she says. Melissa however admits that the level of education in Malaysia (especially in law) was not up to par with the standard offered overseas. I participated in a legal workshop that was conducted by solicitors from London and could immediately feel that the quality of their training was far superior. She says law degree graduates in Britain that studied for the bar exam (which qualifies a person to practice law) were subjected to hands-on training while the Malaysian equivalent of the bar, the CLP (Certificate in Legal Practice), is purely academic in nature. Those who do get the opportunity to study overseas should go, Melissa says. Chan, 29, a local engineering graduate, says studying locally provided him with flexibility to do whatever he wanted during semester breaks. During your semester breaks, you can find good temporary employment at places such as McDonalds or a shopping complex for instance without the need to worry about work permits or the language. He adds that food is also cheap and abundant in Malaysia compared with many other countries. Who do the employers prefer? Malaysian Employers Federation executive director Shamsudin Bardan says there is generally a preference for foreign graduates by employers. Its because foreign graduates are more proficient in English and have better thinking skills. They are more mature and independent than local graduates. In terms of qualification or technical ability, theres not much difference (with local graduates). However, when it comes to soft skills, foreign graduates have the advantage, he says. A spokesman from the Malaysian Institute of Human Resource Management also concurs that there is a preference for foreign graduates. Multinationals, especially, are more keen to hire foreign graduates because they carry themselves better. They speak well and with confidence during the interview. Local graduates (who are more weak in terms of soft skills) dont express themselves well enough in front of the interviewer, who would think that the interviewee is just not prepared for the job. He also says that there is a general perception that the standard of Malaysian education is more inferior when compared to the standards in other countries. A lot of people have criticised the standard of our education, which has clouded the minds the way that employers think. The environment has to change. People and politicians should change this perception. Retrieved From: http://biz.thestar.com.my/news/story.asp?sec=businessfile=/2010/10/23/business/7255501 Summary Will the Difference Make a Huge Impact on a Career Path Many parents send their kids to study overseas because they want the kids to learn new cultures. The cost is actually the biggest issue when it comes to studying abroad. The currency is higher. Studying abroad lets students to learn how to live on their own or in other words, they have to be independent. Studying locally is three times cheaper than studying overseas. Students who study locally wont experience being homesick. Students who study in the country will never have to worry about language. The cost for food in our own country, Malaysia, is way cheaper than overseas. Students who have degrees from foreign countries have better chance in being employed. Graduates from overseas have more and better soft skills than graduates from local. Foreign graduates perform well during interview compared to local graduates. 4th Article Why study abroad? 10 reasons why you should study in a foreign country Have you considered studying abroad, but are not sure whether its worth your time? If you ask anybody who has studied abroad, he or she will most certainly tell you that it is a life-changing experience and one of the most rewarding things he or she has ever done. Perhaps youre not certain what benefits you can reap from an extended stay in a foreign country. Here are 10 very excellent reasons why you should take the plunge:   1.  Study abroad is the optimal way to learn a language.  There is no better and more effective way to learn a language than to be immersed in a culture that speaks the language you are learning. Youre surrounded by the language on a daily basis and are seeing and hearing it in the proper cultural context. Language learning happens most quickly under these circumstances. [Read  why you should learn a language.] 2.  Study abroad provides the opportunity to travel.  Weekends and academic breaks allow you to venture out and explore your surroundings both your immediate and more distant surroundings. Since studying abroad often puts you on a completely different continent, you are much closer to places you might otherwise not have had the opportunity to visit. Some more structured study abroad programs even have field trips planned in or around the curriculum. 3.  Study abroad allows you get to know another culture first-hand.  Cultural differences are more than just differences in language, food, appearances, and personal habits. A persons culture reflects very deep perceptions, beliefs, and values that influence his or her way of life and the way that s/he views the world. Students who experience cultural differences personally can come to truly understand where other cultures are coming from. 4.  Study abroad will help you develop skills and give you experiences a classroom setting will never provide. Being immersed in an entirely new cultural setting is scary at first, but its also exciting. Its an opportunity to discover new strengths and abilities, conquer new challenges, and solve new problems. You will encounter situations that are wholly unfamiliar to you and will learn to adapt and respond in effective ways. 5.  Study abroad affords you the opportunity to make friends around the world. While abroad, you will meet not only natives to the culture in which you are studying, but also other international students who are as far from home as yourself. 6.  Study abroad helps you to learn about yourself. Students who study abroad return home with new ideas and perspectives about themselves and their own culture. The experience abroad often challenges them to reconsider their own beliefs and values. The experience may perhaps strengthen those values or it may cause students to alter or abandon them and embrace new concepts and perceptions. The encounter with other cultures enables students to see their own culture through new eyes. 7.  Study abroad expands your worldview. In comparison with citizens of most other countries, Americans tend to be uninformed about the world beyond the nations boundaries. Students who study abroad return home with an informed and much less biased perspective toward other cultures and peoples. 8.  Study abroad gives you the opportunity to break out of your academic routine. Study abroad is likely to be much unlike what you are used to doing as a student. You may become familiar with an entirely new academic system and you will have the chance to take courses not offered on your home campus. Its also a great opportunity to break out the monotony of the routine you follow semester after semester. 9.  Study abroad enhances employment opportunities. Did you know that only 4% of U.S. undergraduates ever study abroad? Yet, the world continues to become more globalized, American countries are increasingly investing dollars abroad, and companies from countries around the world continue to invest in the international market. Through an employers seyes, a student who has studied abroad is self-motivated, independent, willing to embrace challenges, and able to cope with diverse problems and situations. Your experience living and studying in a foreign country, negotiating another culture, and acquiring another language will all set you apart from the majority of other job applicants. [Read about  careers in foreign languages.] 10.  Study abroad can enhance the value of your degree. While abroad, you can take courses you would never have had the opportunity to take on your home campus. In addition, study abroad gives your language skills such a boost that it is normally quite easy to add a minor in a language or even a second major without having to take many more additional courses after the return to your home campus. Adapted From: http://www.vistawide.com/studyabroad/why_study_abroad.htm Summary of Why Study Abroad? When a student studies overseas, he/she learns the language that the local people use which is unusual to the student. It usually happens when a student stays and studies abroad, he/she will be surrounded by the people who use the language all the time. It also allows students to travel to new places. A student who studies abroad can also learn the peoples culture which is something new to the student himself. By learning other peoples culture, students can also change their perceptions about certain things in life. Students will also learn how to develop their skills in many things especially in soft skills. A graduate from overseas will have better opportunities to get a job. Students can have better opportunities to get a job. A student can learn more about himself. Students who study abroad can also make friends from people of different backgrounds. There are wider selections of programs and courses offered by foreign learning institutions that can be chosen by students who study overseas. 5th Article Getting your degree locally Distance from home is often an important factor when choosing where to study. You could probably group people into 4 different categories when it comes to choosing where to study and the distance it is from home; Those that are keen to study at a university or college far away from home sometimes even in a different country. Those that want to study a certain distance away from home, but not so far that they cant reasonably get back for the odd weekend. Those that want to study for a degree at a local college or university or at least one thats commutable from home. Those that arent bothered whether they study at local college or university or one thats far away. In the UK there has been a bit of a tradition that when considering where to study for a degree, students look at universities and colleges fairly, or very, far away from home. This tradition has recently started to change somewhat and more and more students are choosing to study at a local college or university and get their degree close to home. There are a few reasons why when choosing where to study people are increasingly opting for a local college or university: Financial Probably the biggest factor of all. Going away to university is an expensive thing. Expenses like rent , bills, food, transport (whilst at uni and also travelling back and forth between university and home) can be removed or significantly reduced by staying at home. Family, friends, community Studying locally enables people to remain close to their friends and family whilst at the same time taking advantage of everything that being a student has to offer a wider social group, clubs and societies, a Student Union, nights out and so on. You can also keep any part time jobs you might have. Change in cultural attitudes In many countries across the world such as Spain and Australia, most people get their degree locally and stay living at home. In the UK there has been a culture of going away to study for a degree, but increasingly the Spanish and Australian way of doing things is being seen as a good option. The point is, is that the question of where and how to get your degree isnt set in stone. Just because theres been a culture in the past of going away to university, doesnt mean studying locally isnt just as valid and in many cases can be an even more attractive option. Retrieved From: http://www.whatuni.com/degrees/university-application-ucas/study-local/local-colleges.html Summary of Getting Your Degree Locally Studying locally means that the students can be close to their homes Expenses are much lesser if the students study locally compared to the expenses studying abroad There is no need for them to pay for extra expenses such as bills, rents and others as they are living at home. Students are also able to be close to family and friends if they study in local universities. Their previous part time jobs could also be kept as an extra source of income, if they have any. In the aspects of cultural attitudes, people are beginning to favour the option of studying in local universities. Studying in the country does not mean it is not valid; it might even be a better option for the students. 6th Article LOCAL OR OVERSEAS? With so many postgraduate courses available, both locally and overseas, how do you choose? Here are some things to consider before making a final decision. By  C S CHING    Now that you have decided that a postgraduate programme is what you want to do, there are a number of issues you need to address. One of the most important is deciding where you want to  pursue it.    You have two options going overseas or doing it locally. Both options have their pros and cons, and you have to weigh each carefully to determine which suits you best. GRADUAN ® explores the options available to help you make the right decision.    STUDYING ABROAD   While a luxury before, pursuing studies abroad has become something many Malaysians can now afford. Relatively more expensive than studying locally, many regard a qualification from an overseas institution worth the money spent.    The most popular foreign destinations for Malaysian students are the UK, Australia and the US. Study opportunities in the UK and Australia are varied, with postgraduate opportunities at both taught and research levels. The US is a more traditional route for students who are committed to specialist research, especially in the sciences.    There are many reasons why some students opt to do their postgraduate work in an overseas institution. First, it could be because you did your first degree abroad and want to pursue postgraduate studies at the same institution. There are many advantages to this, not least being that you may be able to secure funding from the university and your lecturers can be your referees when applying for a place or a scholarship. Also, you wont have to deal with the hassle of moving and getting used to a new environment as you will already be familiar with the area. Not only that, you would have made friends who may also stay back to continue with their postgraduate studies. This way, you will have some company helping you go through this major change in your life.    Studying abroad can also be an enriching experience, especially if you have never been overseas before. Not only will you be gaining a postgraduate qualification, you will also be coming home with international and multicultural exposure. You will meet many different people from all over the world and learn much from them.    Also, being in a new environment is a perfect opportunity to broaden your mind. This experience may come in handy, especially when you are looking for job opportunities. If you are planning on a career with a multinational firm, this exposure will help you communicate better with the different colleagues and clients you will meet along the way.    Being in a new environment is a perfect opportunity to broaden your mind. The opportunity to study in a world-famous institution will look very impressive on your resume    The key to making a right decision is to gather all the facts and weigh them against your desires and financial standing.    Some students opt for an overseas institution out of necessity because the specialised qualification  may not be available in Malaysia. Institutions abroad are often also better equipped in terms of  technology and expertise to allow you better access to the right kind of knowledge. This especially applies to scientific studies. Also, the opportunity to study in a world-famous institution will look very impressive on your resume. If you are given the chance to do this, do not turn it down as it will help your career in the long-run.    STUDYING LOCALLY   You may feel that a local institution may be the right fit to pursue your postgraduate studies. In fact, there are many institutions in Malaysia providing postgraduate programmes that are as good as those overseas. With this option, you wont have to travel far a Ethics in Psychology | Case Study Ethics in Psychology | Case Study Ethics has been defined as â€Å"a branch of philosophy that deals with thinking about morality,  moral problems, and judgements of proper conduct† (Frankena, 1973). Ethics is traditionally a branch of philosophy dealing with moral problems and moral judgments. White (1988) defines ethics as the evaluation of human actions. In doing so, we assign judgments to behavior as â€Å"right† or â€Å"wrong† and â€Å"good† or â€Å"bad† according to the perspective of a moral principle or ethical guideline. Although we may all strive to be right and good, a gap often exists between the ideal outcome and what can realistically be accomplished. We acknowledge that ethical perfection lies beyond reach for virtually all of us humans, even if we could completely agree on the ethically correct response in every situation. And, unfortunately, good intentions may prove insufficient to ensure that wrongs will not occur. An effective response requires developed skills, planned resources, the right information, and a pre-established ethical and self-awareness. Koocher, (2012) Some potential issues with this case study that seems to be transpiring into an unethical manner would be the confidentiality issues as well as the informed consent, other ethical issues would be like professional boundaries, limited resources and limits of competence, community expectations and values working with peer and other community helpers, and burnout are among these issues. (Schank, 1998) Mr. Albertson is a 54 year old male who came to Dr. Jones for Depression at the time of admission to her clinic, she should have had Mr. Albertson sign his consents so that she would have on file his next of kin no matter where they were located in case of an emergency such as his getting hurt at work. There are many forms and consents that needed to be signed immediately before Dr. Jones took Mr. Albertson as a client in her clinic. When you admit whether it is for inpatient or for an outpatient you must always have the client sign a consent for treatment, as well as the HIPPA consents, and then you explain the rules and regulations to the client especially if they don’t know what it means. According to the American Psychological Association at your first visit, a psychologist should give you written information explaining privacy policies and how your personal information will be handled. This information will explain that in some cases, there are exceptions to the privacy rule. Mr. Albertson went to see Dr. Jones for Depression but, when Mr. Albertson got hurt at work and suffered a concussion the Dr. decided at that time to have her client Mr. Albertson to sign a consent to release information which now is the wrong time because, the client now has an impairment that does not let him understand what is happening. He is also having issues, concentrating and is easily confused and is having trouble understanding these concepts. Dr. Jones wants Mr. Albertson to sign a release of information so she can talk to an attorney but, what about the Dr. That is, treating Mr. Albertson for his concussion and injury he suffered at work, so she can better find out what happened to him, so she can understand what or how she should proceed with his treatment for depression. The client does not understand what is wrong, but, the Dr. asked him to sign a release to speak with his co-worker and his lawyer in which the co-worker found for him. The Lawyer has no idea what he is dealing with at this time because, he has never spoken to Mr. Albertson, but, online and through phone calls. Principle of Ethics I, Rule J states â€Å"Individuals shall not guarantee the results of any treatment or procedure, directly or by implication; however, they may make a reasonable statement of prognosis.† American Speech-Language-Hearing Association (1997-2014). Principle of Ethics III states â€Å"Individuals shall honor their responsibility to the public by promoting public understanding of the professions, by supporting the development of services designed to fulfill the unmet needs of the public, and by providing accurate information in all communications involving any aspect of the professions, including the dissemination of research findings and scholarly activities and the promotion, marketing, and advertising of products and services.† American Speech-Language-Hearing Association (1997-2014). Dr. Jones is not beyond the limits of her competency as of yet because by providing services to individuals for whom appropriate mental health services are not available and for which Dr. Jones has not obtained the competence necessary, will work closely with the community who may have the related prior training or experience and Amay provide such services in order to ensure that services are not denied if they make a reasonable effort to obtain the competence required by using relevant research, training, consultation. American psychological association (2015). According to the State of Texas licensing bureau of psychologists, Dr. Jones should provide only services for which she has the education, skills, and training to perform competently. Competency includes the ability to provide services concerning a specific individual that takes into account characteristics of that individual including age, gender, ethnicity, national origin, disability, language, and socio-economic status. Dr. Jones maintains current knowledge of scientific and professional information that ensures competency in every area in which she provides services. http://texreg.sos.state.tx.us/public (2012). A psychologist who lacks the competency to provide particular psychological services to a specific individual must withdraw and refer the individual to a competent appropriate service provider. In emergencies, when psychologists are asked to provide services to individuals for whom appropriate mental health services are not available and for which the Doctor has not obtained the necessary competence, doctors may provide such services only to the extent necessary to ensure that services are not denied. If ongoing services are provided, doctors must comply with subsection (d) of this section as soon as practicable or refer the patient as per subsection (h) of this section. http://texreg.sos.state.tx.us/public, (2012). Psychologist must refrain from initiating or continuing to undertake an activity when they know or should know that there is a substantial likelihood that personal problems or conflicts will prevent them from performing their work-related activities or producing a psychological report in a competent and timely manner. When Psychologists become aware of such conflicts, they must immediately take appropriate measures, such as obtaining professional consultation or assistance in order to determine whether they should limit, suspend, or terminate the engagement in accordance with Board rule  §465.21 of this title (relating to Termination of Services). This is from the State of Texas Licensing Board. http://texreg.sos.state.tx.us/public, (2012). No, she is not practicing outside of her scope of practice because she as a doctor will talk with the Primary Care Physician in order to place Mr. Albertson into an assisted living facility. But, she is working outside of her practice finding this client a guardian. If she would have had the papers already signed she would have already had the guardian whether it would be the friend or a family member. Consents are very important in the medical field as well as the substance abuse field. As for conflict of interest this case could be because the people that the doctor speaks with everyday are those that are in the community, and they all would probably know each other so they will be talking about things that maybe personal to the client. As for legal as long as the doctor has the consent signed and the client understood what he has signed the doctor may speak with the lawyer. Dr. Jones should have made sure all documentation was completed in the office before the sessions started with the client’s depression, this is number one in all areas of the medical practices. You cannot make a patient sign something he/she does not understand, and if there are other issues such as cognitive deficits then it will make it much harder to help this patient unless you have the documents signed beforehand and you have a guardian for this reasoning. Also be very careful of the No-Harm clause in the ethics and code of conduct for psychologists and licensees. References; American Psychological Association. (2014). Ethical principles of psychologists and code of conduct. Retrieved from http://www.apa.org/ethics/code/index.aspx American Speech-Language-Hearing Association (ASHA). Copyright 1997-2014. http://www.asha.org/about/contacts/ Frankena, WK (1973) Ethics (second edition), quoted in Nunn, J (1998) Laboratory Psychology, East Sussex: Psychology Press Ltd. McLeod, S. A. (2007). Psychology Research Ethics. Retrieved from http://www.simplypsychology.org/Ethics.html Schank, J. A., Skovholt, T. M. (1997). Dual-relationship dilemmas of  Rural and small town psychologists. Professional Psychology: Research  And Practice, 20, 244 –247. http://texreg.sos.state.tx.us/public Oedipus Rex by Sophocles | Themes Oedipus Rex by Sophocles | Themes Was it the tragic fate of murdering his father and marrying his mother, or the free will of trying to escape and avoid this horrific oracle that led to the demise of the beloved King Oedipus? Some may believe that people have the free will to determine how their life will play out; others believe that everyones life is predetermined and our actions are controlled by just that. In the Greek tragedy Oedipus Rex by Sophocles, fate played a very important role in the life of Oedipus and the characters around him. While Oedipus was free to try and escape his fate, we ultimately are left to find that fate played a greater role and that Oedipus could not run from himself. As demonstrated in Oedipus Rex, by Sophocles, while free will is a part of human nature, there is also predetermination of ones fate. According to WordReference.com, fate is defined as an event (or a course of events) that will inevitably happen in the future set forth by a higher power. Since birth, Oedipus was cursed to someday murder his father and marry his mother, as foretold by the oracle of Apollo. Oedipuss birth father, Laius, was also affected by this fate and thus tried to get rid of Oedipus when he was a baby to try and escape this fate. Laius and his wife, Jocasta, then abandoned baby Oedipus on a mountain with his feet nailed together with spikes and left to die. Later, Oedipus was discovered by a kind shepherd and given to a nearby King and his wife to be raised as their own. Laiuss attempt to change fate was ultimately a failure and further led to the fulfilling of the prophecy. This was just one of the examples of how no matter what you do to avoid it; your fate will ultimately come true in time. This prophecy was willed by the gods to come true, no matter what Oedipus or King Laius did to avoid it. As Oedipus grew to become a man, the prophecy set forth once more. Before Oedipus left Corinth, he was determined to discover who he really was. He was made aware of his destiny, and this ultimately influenced his actions. Oedipuss actions did not lead to his destiny, knowing his destiny, led to his actions. For Oedipus, just knowing that his destiny led to the detestable acts of killing his father, whom he thought was the king of Corinth, and marrying his mother, was enough for him to leave Corinth and try to escape this fate, but Sophocles demonstrates how trying to outsmart ones fate will only convey one to it. Unknowingly, by leaving Corinth, Oedipus had begun the path to fulfill the prophecy. Oedipus indeed was afraid of fulfilling his horrible fate, so he was determined to change it. As Oedipus is traveling to get as far away from Corinth as possible, he encounters an elderl y man on a crossroads and kills him; unknowing that it was King Laius, who was actually his birth father, thus fulfilling half of the prophecy. As Oedipus gets closer to the city of Thebes, he encounters the Sphinx and solves her riddle, alas saving the city of Thebes, becoming king, and marrying his birth mother, Jocasta, completing the prophecy. Sophocles shows us that Oedipuss free willed actions cannot defeat fate, no matter how hard he tried. As the years passed by, we come to find that the city of Thebes is engrossed in a horrible plague that is troubling the citizens, so they come to King Oedipus for help. Oedipus has come to believe that he has outsmarted his destiny because he has not returned to Corinth since he left, so how could he possibly have killed his father and married his mother? We know from earlier in the story that Oedipus is confident in the prophets because he sent his brother-in-law, Creon, to find out what they can do to save the city. Creon returns and tells Oedipus that they must find the murderer of Laius to end the plague. Oedipus realizes that this is the fate of his city and he also knows little can be done about it. When Oedipus hears the news, all will be well, (pg. 222) he replies, Of course, but what were the Gods words? Theres no hope and nothing to fear in what youve said so far. (pg. 223) Oedipus trusts the words of Apollo, so he sets out to find the murderer of Laius only to find out that this will lead him a step closer to his fate. As Oedipus is accused of his fate by the prophet, Tiresias, he becomes angry. He then accuses the prophet of trying to conspire against him with Creon, and tries to banish him from Thebes. As things become tense in the house of Oedipus as everyone slowly realizes the truth of Oedipuss destiny, things start to get hectic. Oedipuss wife and mother, Jocasta, commits suicide when she realize what has happened, and Oedipus blinds himself by sticking two pins in his eyes because he cannot bear the truth. Oedipus even states, Go dark for all time blind to what you never should have seen, and blind to the love this heart has cried to see (pg. 256). He speaks of the consequences that he has faced due to fulfilling the prophecy. Oedipus has learned that no matter what his actions were, he could not avoid his fate. As was presented in Oedipus Rex, by Sophocles, fate, rather than free will, played a very important role in the life of Oedipus and the characters around him. Sophocles demonstrated to the readers that although free will is indeed in human nature, your life is ultimately predetermined and theres nothing a person can do to change it. If a prophecy is willed by the gods to happen it shall happen, and free willed actions cannot and will not defeat a persons fate.