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  • Selecting the Character's Emotion

    Selecting the Character's Emotion

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    The last article covered the process used in selecting and portraying the character's objective. Many of the same principles also apply to the selection of the emotions. As with the objective, the ability to choose and convey strong emotions is a valuable tool for the actor. Many performances work mainly because of the powerful emotional portrayals.

    In a dramatic sense, what are emotions and how do they affect the audience? Emotions, together with intentions and obstacles, are the forces that move the characters through the story. They are feelings so powerful that they can change the character's life or destroy it. And by destroy, I mean decimate one's inner powers, beliefs, even one's life. For the actor, such feelings must be larger than life. They must also be readable to stir and lead the audience in the desired story direction.

    Emotions affect the audience in many ways. Most important is the empathy they create causing the audience to care about certain characters and follow their struggles. They likewise, create a for or against polarity for each main character as the audience observes, evaluates, judges, and even takes sides. As part of the behavior, emotions create deeper awareness of the character, often justifying their actions. In addition, emotions can change the audience perspective and the way they feel or think about a given issue. They are instrumental in leading the audience in the desired story direction

    Like the intention, the emotion can intensify the conflict within or between characters. It can likewise, establish sympathetic or antagonistic roles, ones that make the audience root for the hero and boo the villain.

    In choosing the emotion, the guidelines are similar to those used in selecting the objective. First read and study the entire play. Look for clues in the dialogue, the action, the stage directions, and in the resolution of the story. Select choices that result in the story line making sense.

    Like the intent of the character, the emotion is derived from the character's viewpoint, what the character knows and feels up to that point in the story.

    No one lives in a realistic world. We occupy a space of our own creation – bits and pieces of actuality mixed together with our internal perceptions, our hopes, our fears, our memories, and our anticipations. This "reality" we live in – half fact, half fantasy – is as much the product of our emotions as our rationality. Thus, in any given situation, what might be an acceptable intention and emotion for one character might be a contradiction for another character. Knowing the character's goals, flaws, and inclinations in context of the total story will aid in determining these choices.

    Next, we need to answer the question, does the character's emotion assist the intention or does the emotion create an obstacle? Placing the objective, what the character wants, in conflict with what he or she feels will likely shift the focus of the scene to the character with the greater internal struggle.

    Let's use the example where a man is at a dance and sees the women of his dreams sitting alone. His intention might be: To get to know her. But his emotion, fear of being rejected, would be in conflict with his intention. Thus the focus of the scene would be primarily on his internal struggle and the purpose of the scene might be to show the man overcoming his fear.

    But let's say her intention, to marry rich, is assisted by the emotion, ambition. And the scene resolves when the women walks away when she discovers the man is dirt poor. If his initial emotion of fear were replaced by desire and his intention remained to get to know her then the focus of the scene would center more on the relationship and the impending discovery. The purpose of the scene could be to introduce his major obstacle in the story, the women, along with his over all goal: To win her love.

    The initial choices for each character might look like this:

    MAN

    Objective: To get to know her

    Emotion: Fear / Desire

    WOMAN

    Objective: To marry rich

    Emotion: Ambition

    The above choices set up confrontations, the inner doubts of the man, and then, his desire for her is countered by the revelation that he's not rich enough for her. After the woman learns this, her emotion changes to contempt for the man and she walks away. The characters' choices would now change to:

    MAN

    Objective: To win her love

    Emotion: Determination

    WOMAN

    Objective: To marry rich

    Emotion: Contempt (for the man)

    These choices place the focus of the scene on the major conflict that is resolved later in the story when he wins her love. It, likewise, centers on what's important, the relationship.

    As with the intention of the characters, the emotion need not follow the logic of the dialogue and action. Modern plays and movies do not always express the thoughts and emotions of the characters clearly, nakedly, up front. Today, we have to play the duality of people; playing what they appear to want against what they really want. And sometimes the two may have no connection what so ever.

    In modern plays, every character has two behaviors. What is really going on and what they are willing to show to the world? So many emotions, to be played properly, need to be partially masked or repressed.

    Using the man and woman from our earlier example, let's set up a scene later in the story, one that demonstrates the duality of the characters and uses of partially masked or repressed emotions. At a shopping mall, they meet by chance and their dialogue is mainly small talk. The scene ends with each alluding to errands undone. The only hint about what is really going on is found in the following script action lines:

    He rarely looks directly at her.

    They shake hands, each holding on longer than necessary, and then each goes their way.

    In view of the story's final outcome, this is likely a scene where her objective, to marry rich, is weakening, and that she has some attraction for the man. Based on how their first meeting resolved, their selections might be as follows:

    MAN

    Objective: To not upset her / To win her love

    Emotion: Desire / Determination

    WOMAN

    Objective: To show him I don't care / To make him want me

    Emotion: Determination / Curiosity

    This would be a scene where the characters are not open with each other, yet the audience (or camera) is aware of the inner conflicts and what's really happening. The behavior could best be reflected through masked and / or repressed emotions.

    If the man were to play his emotion of desire openly, he would surely upset her. So he has to repress it or use a mask technique and unleash his desire when she is not looking at him. The woman is determined to show the man she doesn't care about him, but now he appears to have no desire for her. From her point of view, something has come to change the relationship and as a result, she alters both her objective and emotion.

    His apparent disinterest makes her curious and her objective in now: To make him want me, like all men do. Her actions might be to get his attention, to entice him. But the problem is, he's not looking at her. How can she obtain what she wants? She uses the lingering handshake.

    You can see where these choices create conflict both within and between the characters. They also create subtle shifts in behavior that move the story forward. Interest in the relationship is likewise increased because the audience is aware of something the characters are not. And as the scene ends, the audience has a pressing question: "What will happen the next time they meet?"

    The foregoing example demonstrates one answer to the character's choices. These are, by no means, the best or only selections. In fact, the type of actor you are is also a consideration. If you were Jack Nicholson, your emotions might be different than if Arnold Schwarzenegger were he playing the same role. Each actor brings to the scene his or her own perspective and emotional latitudes. Furthermore, a scene played as a comedy versus one being played as a drama might result in different sets of emotions for the characters.

    Here are some other factors that should be considered: Who are you in the story? What is the situation, and what is the relationship? For instance, if you were playing a love scene as a character that had little experience with the opposite sex, your emotion might be fear (fear of the unknown) rather than the expected desire or lust.

    Now change the situation to your having a good dinner with your loving spouse. Your emotion would change to maybe contentment or joy. Now change the relationship to your having dinner with an important client. Your emotion might range from apprehension to ambition to greed. Who you are, the relationships, and the situation, all have a bearing on the emotion selected.

    How many emotions can you use in a scene and how long do you play an emotion? As a general rule, work with only one dominant emotion in a scene – until something occurs to change it. These occurrences could be a change in the relationship, the situation, who you are, new information, overcoming obstacles, new obstacles, and succeeding or failing at one's intention. Any one of these events could have enough impact to motivate a change.

    Most scenes have one dominant emotion running through them and while the actor may use subtle shadings of other emotions, that one feeling prevails – until something occurs to change it. If the actor were to change the emotion at each minor occurrence, the audience would question the character's integrity and loyalty to the cause for which he is fighting.

    Too many changes cause the character to lose part of his identity. We become uncertain about who he is, what he's attempted in the past, or what he's after now. Credible characters are made up of consistent behavioral patterns. By that I mean, what has happened before will likely happen again should the same situation occur. There will, of course, be a few surprises, but for the most part, certain emotions will dominate each character's behavior as he or she progresses through the story.

    So when you research and study the entire play, you will likely find certain emotions and emotional patterns repeated to reinforce the identity and commitment of the character. For instance, the repeated pattern of mischief – embarrassment – fear might be the dominant emotions for a small overly rambunctious boy. A young executive struggling with business ethics might have an emotion pattern of ambition – determination – greed – guilt. A woman in jeopardy might follow a curiosity-suspicion – fear – terror progression.

    As you can see, certain emotions and their progressions make up a portion of the character. Also look for surprises where the emotion swings 180 degrees, ie, contentment to fear, desire to contempt, revenge to compassion.

    When working on a play or scene, write down in the margin of the script your choices in objectives and emotions, where the changes occur, and the motivation for making the change. Beginning actors tend to be non-committal while experienced actors, however, take dramatic risks and commit themselves to their choices. By writing them down, you've made a major step to that commitment.

    To aid in selecting the emotion, I've compiled discussions of root emotions , the primary forces in most scenes. These discussions explore the physical sensations, sources, forms, and dynamics of the most common root emotions. They will serve as a guide in stretching the clarity, strength, and polarity of your emotional repertoire.

    This article has covered the basic skills used in the selection of dramatic emotions. Use these skills as tools to nurture and release the character's true feelings, to foster the isolation and control of emotional behaviors, and to achieve the desired strength (story importance), clarity (audience knowing / feeling it) and polarity (protagonist-antagonist orientations ).

    Implementation of your selections is addressed in another article. This article will cover the various methods used to generate credible emotions.

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    Source by Erik Sean McGiven

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  • Successfully Resolve Customer Service Problems to Retain Customer Loyalty

    Successfully Resolve Customer Service Problems to Retain Customer Loyalty

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    It seems that as our technology improves, the business/customer relationship is declining. With online technical and sales support, the personal side of customer relations is not as prevalent. There is no longer any loyalty to a business and its products and services. This trend can cause a significant decrease in sales. One way to counteract this trend is to resolve customer service problems successfully and efficiently in order to retain customer loyalty.

    The following list outlines simple but effective methods of successfully resolving customer service problems:

    Create a Customer Complaint Department: The best way to deal with customer complaints effectively and efficiently is to have experts who are able to manage irate customers with their problems

    Be Polite and Courteous: If a customer walks into a business or calls, it is important that the customer service representative takes the time to show that they care and are willing to listen and help. Empathize with the customer’s problem. An angry customer will calm down if they feel they are valued and respected. Be positive.

    Record the Problem: Writing the complaint down and the actions that will be taken helps avoid any misunderstandings. It also shows the customer that the matter is important to the business.

    Provide Solutions or Methods of Resolving the Problem: Don’t list business policies and practices. This will only infuriate the customer. Work with the customer to come up with a solution that will satisfy the customer. If possible, don’t pass the problem off to another representative or transfer the call to someone else. If you do, make sure the new representative has all of the pertinent information so the customer does not have to repeat himself.

    Empathize, Don’t Apologize: A direct apology will assign blame to the company. It is better to empathize using such phrases as: ‘I am sorry you have had such a difficult time with our product.’ It will show that you care about the customer’s situation. Try to understand the customer’s feelings and point of view. Understanding will go a long way in satisfying the customer.

    Keep Your Promises: Make sure that you don’t make promises that you can’t keep. It will reflect badly on the company and make you look incompetent. The customer will also appreciate reliable service.

    Produce Positive Results: Always follow through with your plan to resolve the problem. Bad or poor quality service will cause you to lose customers. The key to maintaining customers is to always follow through with your promise.

    Offer loyalty Incentives: If the problem cannot be adequately resolved, offer a customer an incentive so they will continue being a loyal customer. This can include giving them a replacement product or service along with a gift or discount on their next purchase. Everyone loves free things. It will make the customer feel appreciated.

    Think of customer complaints as lessons for improving customer care. The solution to great customer service is being able to identify the type of customer you are dealing with. To reap the rewards of customer loyalty, the customer needs to be put first when there is a problem. Showing the customer you care and are willing to resolve the problem efficiently and effectively will go a long way in retaining customer loyalty. Customer loyalty cannot be established immediately, but the investment is well worth it. A happy and satisfied customer is essential to achieving a successful and long term business.

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    Source by Amy Nutt

    Views: 1

  • Four Types of Marketing For Small Businesses

    Four Types of Marketing For Small Businesses

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    As a small business owner, you most likely spend quite a large amount of time trying to discern new ways to gain customers. Marketing can be a fun or stressful business. They key is to understand the types of marketing.

    Instead of sending your marketing budget in many different directions, you can choose a specific type and be consistent with it. You will quickly see that your marketing budget pays off much more quickly.

    Here, you will find information on four of the main types of marketing. This way, you will be able to choose the marketing actions that will work best for your business. You will then be able to point your marketing budget in the right direction.

    1. Blanket marketing is a type that is often used by larger business. Blanket marketing means that you spend money advertising to everyone. Many people choose to do blanket marketing by advertising in magazines or newspapers. You will not really have control of who sees your advertising, but you will have the potential to reach many people.

    The downside to blanket marketing is that it can be quite expensive, and you could be wasting money marketing to people who may never become your customers at all. Blanket marketing is best for those who have plenty of funds available and who feel that they will be able to gain many customers from the plan.

    2. Targeted marketing is a method in which you choose a certain demographic and only market to them. This could mean that you advertise to everyone in a certain area. Alternatively, you could advertise to everyone in a certain age range.

    The great thing about targeted marketing is that you will have a much better chance at getting customers since you will be advertising to the types of people who would most likely become customers. The downside is that it will take a little legwork to determine who your target is and then find the right way to advertise to them.

    3. Social media marketing could be called the new kid in town since it is relatively a young concept. With this marketing, you use any one of the many popular social media sites to advertise your company. You can also use a daily blog to garner business.

    The downside to this type of marketing is that you will be sending your information out to many people who may not be interested at all. With blogs, you will have to take the time to keep the blog up to date. Otherwise, people may stop reading it.

    4. The last type of marketing is not marketing at all. There are not upsides to this. It may seem like a way to save money, but when your business fails, you will actually lose a great deal of money. It is extremely important to find marketing funds within your budget.

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    Source by Melissa B Evans

    Views: 0

  • How Changing Your Mindset Can Change Your Life

    How Changing Your Mindset Can Change Your Life

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    If you have been struggling to lose weight, improve a relationship, find a new job or just have more fun, the answer may be in your mindset. Mindset is a concept developed over a decade ago by Stanford University psychologist Carol Dweck through her research to understand how people cope with failures. Dweck defines mindset as the view we adopt of ourselves and proved that it can profoundly affect how we live our lives. She found that people generally fall into two categories, those with a fixed mindset and those with a growth mindset. A “fixed” mindset suggests that our intelligence, ability and personality are carved in stone and do not change much over our lifetime. An example of this mindset might be “I am not athletic”” or “I am a math person” which suggest that these traits can’t change. The downside to a “fixed” mindset is these kinds of beliefs limit personal growth. By contrast, a “growth” mindset suggests that individuals have basic abilities but can develop and cultivate these and other abilities or intelligence and talents through effort and strategies. This view allows for potential to grow and opens us to greater possibility and success. Adopting a growth mindset can improve all areas of life from personal to professional. Changing from a fixed mindset to a growth can be accomplished through three steps.

    Three Steps to Grow Your Mindset

    According to Dweck, a growth mindset is based on the belief that we can change throughout our lifetime. While changing our beliefs can be challenging, the growth mindset can be developed in small steps.

    1. Awareness of how we think. The first step is to become aware of our behavior. When we tune into our thoughts and start to notice our reaction to challenges, criticism and setbacks, we can notice patterns where we are stuck. Challenges, criticism and setbacks are roadblocks with a fixed mindset. For example, a fixed mindset reaction to a difficult challenge is to question whether we can succeed. If we don’t think we can, why would we try only to fail. For instance, the thought “I am not going to volunteer to help my boss with that project because I am not sure I have all the skills. If I fail, I will look like a fool in front of my co-workers” is limiting the possibility for growth. In addition, constructive criticism is taken as an affront and a typical “fixed” mindset response is to become defensive and feel like a failure. “I can’t believe she told me my paper needed work. I am a horrible writer.” Setbacks can be a reason to give up because they reinforce our belief that we did not have the ability in the first place. “I auditioned and didn’t get a part. I knew I wasn’t a good singer.”

    2. Choice, The second step is to take this awareness and begin to see each of these is a choice. While it is comfortable to stay with our habitual responses, growth occurs when we make choices to change our limiting beliefs. A limiting belief keeps us in a safe zone but also keeps us from growth. For example, if my limiting belief is “I can never lose weight because my parents were overweight”, why try at all? This choice is to default to limiting thoughts. Or in the setback example of not being selected because of lack of natural ability, the response is a choice to give up because I “failed” and my ability is fixed. The growth choice requires more effort to stretch our abilities or maybe change the strategy.

    3. Challenge the belief. The final step is to challenge the belief as it comes up. To challenge these beliefs, it is important to see challenges, criticism or setbacks as opportunity for growth. For instance, in the above example of the audition “although I did not get this part, I learned about the audition process and I will continue to take voice lessons because it is important to me and I enjoy it. I might not get a part the next time I will keep trying new strategies. I can ask for feedback and see how I might improve.” The shift from focusing solely on the result to enjoying the process to critical with a growth mindset. In addition, being open to feedback helps us develop much more than seeing it as a failure. Dweck suggests incorporating the phrase “I am not there yet” instead of “I failed” to stay encouraged to keep trying. As Henry Ford said “whether you think you can or think you can’t – you are right!”

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    Source by Liz Brown

    Views: 0

  • Health Anxiety and Solutions

    Health Anxiety and Solutions

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    It's always important to take care of oneself using all the principles of good health. Regular check-ups, proper nutrition and healthful living all enable one to keep on top of their health in a careful yet reasonable way. Often one becomes overly concerned with health issues and caught up in a cycle of health worries. One health issue is reconciled when another immediately pops up to take its place. These worries become all encompassing and exhausting after a while.

    Eventually, the individual realizes that this cycle of health anxieties has intruded upon the quality of their life. A dark cloud, always hovering over daily living, this intrusive form of anxiety has to be addressed. One begins by determining why this is occurring, what purpose does it serve and how to interrupt this behavior.

    Reason for Health Anxiety

    Health worries actually serve a purpose and this purpose is not difficult to detect if one looks deep enough into this pattern of behavior. Often this pattern involves the brain distracting from specific emotions which the individual finds difficult to address.

    Many emotions are so overwhelming, such as anger, grief or fear, that the brain looks for ways to distract. Health worries fit the bill because when one worries intensely about their health, there is little room to address an upsetting emotion.

    Health worries blanket every other thought and this WORKS. This is the perfect distraction from unsettling emotions. When one worry is reconciled, another takes it place to veil the unaddressed emotion. Each health worry has a strong purpose, as it masks the true upsetting emotion, which is much more difficult to face in the long run.

    Solution

    – Recognition and acknowledgment of the Health Anxiety habit, one worry quickly following another in a noticeable loop that never ends. Awareness of this cycle is always the first step to reconciliation of the issue.

    – Determining if this health worry is a true physical problem by visiting one's primary physician and ruling out a definite physical cause for the difficulty. Always rule out a physical cause before assuming it is merely health anxiety.

    – Noticing that these health worries settle down when you become intensely interested in another topic or swept into a new relationship, job or cause.

    – Identify your patterns. Do you experience twinges of symptoms that often jump from one area of ​​the body to another? Do you find yourself overestimating physical intrusions and instantly jump to the conclusion that they signify danger or warrant the attention of an alert?

    – Find interests that involve your entire being. Lose yourself in things that allow you little time for inward thinking. True illness does not surface through boredom as do these behaviors. True health problems do not generally follow the same time table as health anxieties do. Health worries are stronger during times of boredom and when one lacks interests. An intelligent mind requires challenges and goals.

    – Activity is an important therapeutic tool against health worries. Exercise and movement invigorate and stimulate the mind and body in a positive way. Endorphins are released and Serotonin levels are boosted naturally when activity is a part of a daily routine. Moderate walking, jogging, tennis, swimming and dancing are all helpful activities that bring forth positive results.

    – Nutrition is also essential to good health which in itself helps eliminate the strong habit of negative thinking, often concerning health worries. When eating properly, Serotonin levels are naturally boosted and blood sugar levels remain stable. This helps settle down an over-reactive mind, leading to a lessening in health anxieties.

    – Talk back to the brain by firmly telling it to stop when health worries enter the mind. Shift into a more positive mode of thinking because you always have a choice in what you think about.

    The mind will respond by quieting down as negative thoughts subside. The brain, caught red handed in this behavior is instantly embarrassed causing it to suspend this cycle of negative thought. This is comparative to a child being caught with his hand in the cookie jar. Embarrassment at being caught, stops this intrusive behavior.

    – Be aware of "what if" thinking. If the majority of sentences you think begin with "what if" then this is proof of a strong health anxiety habit. Change "what if" thinking to "so what" and watch the cycle break.

    Most of all, understand that worry solves nothing. Health worries, in particular will only serve to exhaust and deplete both mind and body. Consciously make a concerted effort to change the way you think and you will succeed in changing your life. You will go from self victimization to freedom from the intrusive habit of fearful worry.

    You always have a choice. Life can be wonderful and fulfilling when you learn to alter your perspective and chose a more positive point of view. You always have a choice. Never define yourself by your habit of worried thinking. Do not be victimized by health anxiety and fear. With a few simple corrections, especially in thinking, you will find your life changes from being difficult and upsetting to becoming easier and much more fulfilling on a daily basis.

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    Source by Dr.

    Views: 0

  • Why You Have Failed in MLM Marketing Success

    Why You Have Failed in MLM Marketing Success

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    So, you have failed in MLM marketing success. It's a bit cruel to point that out, but nevertheless, facts are facts. You may wonder how you have failed. You may be making your goals and building a replication machine but you have failed. You may not have realized that you have failed. So, the bitter truth is out there and here is how you failed. You chose a bad leadership style that focused on you and not the prospects. Now what can you do? Don't fret changing one style and focus is a challenge but it can be done and here are some guiding steps.

    Changing mindset to serving from being served

    One of the biggest errors for MLM marketing success is having the "I want to be served" attitude. The world doesn't owe you anything. To combat the problematic marketers many companies have switched to "let us serve" attitude and it works. Not only does it cleanse the soul from bad residue, it allows the marketer to define clear and realistic business goals that focus on helping. It allows one to critically think about their ethics and operation in an honest and transparent way.

    Many of us don't like dealing with telemarketers at dinner time, but how many of you are using the same techniques as they are. To open the door for MLM marketing success, we should not interrupt but engage with content that is focused on helping our prospects. Even if it means never seeing a penny from them. That may be frustrating for many of you but money is only one tiny part for success here. Brand loyalists are worth their weight in gold. These fans are powerful resources that could become teammates in the future. It is wise not to lose hope and give up after 3 minutes of failure or so. Treat each relationship like it's the only one you will ever have and see what happens.

    The technical side to your MLM marketing success

    Once you've changed your style and move into the serve first, you can then look into the technical aspect to the marketing. Does your content reek of overly promotional material? Good content does not talk about you. It helps answer problems or provide detailed insight. Are you publishing on a regular schedule or are you over publishing? It's great that you share quotes but where is the practical hands on advice that you could share.

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    Source by David L. Feinstein

    Views: 1

  • Fractures & Sprains – When There Is No Doctor

    Fractures & Sprains – When There Is No Doctor

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    Oops it could happen anytime, anywhere, without advance warning, even to the fit, the active, and the healthy. A slip or a fall and – ouch – you’re landed (sometimes literally), with a fracture or a sprain. An expert orthopaedic surgeon outlines emergency procedures to help a victim until he can be got to a doctor.

    The basic mistake that people make in the handling of fractures and sprains is that both are given the wrong kind of importance. Sprains tend to be treated as a minor disability that time and home remedies will heal; fractures, on the other hand, generally result in the pressing of all panic buttons. Both approaches are faulty.

    “A neglected sprain could result in permanent instability of the joints which may require a major operation later,” warns orthopaedic surgeon. A sprain occurs when soft tissues such as ligaments, joint capsules, muscles and tendons are stretched beyond their limit, mainly as a result of lifting heavy weights, exercising in fits and starts or playing a strenuous game like badminton after a long interval.

    On the other hand, people over-play fractures. Because of the immediate and often unbearable pain they generate they are looked upon as a dire emergency and it is believed that if urgent treatment is not given, it will result in the permanent disability or loss of the limb. So, in sheer panic, the patient is rushed to the nearest doctor who, if inexperienced or incapable or plain mercenary, may perform an unnecessary operation “because it could develop into gangrene.” A corollary myth is that all fractures require surgery when in fact most fractures can be treated without an operation.

    When is it a fracture and when is it a sprain?

    When a person suffers a fracture, i.e. a break in the bone, he experiences a shooting pain, and the affected limb is incapacitated. In a sprain, the pain may not be so powerful. The exception is a spinal column sprain which could cause severe pain and result in a stiff back.

    In children, it’s usually the elbow and legs that suffer fractures whereas in adults, it’s the thigh, hip and spinal column. The parts most likely to suffer a sprain are the ankles (especially in women who wear high-heeled shoes), wrists, lower back and the neck.

    Don’t…

    “Till a definite diagnosis is made by a good orthopaedist, don’t give in to the temptation of resorting to a home remedy such as using a turmeric powder pack, it may only worsen the condition,” advises orthopaedic surgeon.

    And do’s…

    Both, sprains and fractures are best treated by lightly pressing an ice pack on the area to reduce the swelling and/or bleeding. Next, tie a firm bandage on the affected part, preferably reinforcing it with a handy splint like a foot-rule or a wad of newspapers or cardboard. The victim should be reassured and kept calm and made to rest while arrangements are made to take him to the doctor. Pain-killers may be given.

    However, if the accident occurs on the road or playground, the victim should be lifted by four to six persons, their bodies serving as cushions as far as possible and made to rest nearby. If the upper limbs or neck is injured, the victim can be helped to walk to a cab or other available transport. However, if it is the legs that are injured, he should be either carried or placed on a stretcher, if it’s available, all the time making sure he does not exert pressure on the affected limb.

    A child is less tolerant of pain and his agitated parents could alarm him further. Calmly reassure him with a drink until he can be got to medical attention. Tincture of iodine, or an antiseptic ointment or lotion could be used in case of an abrasion or cut.

    Any upper limb injury should be put in a sling (available at the chemist or you can make one at home).

    Making a sling

    A square metre of cloth (in an emergency a bedsheet or even a towel could do) cut diagonally across will make two slings. Support the hand by placing the widest angle pointing towards the elbow. The other two ends will go around the neck and are tied into a secure double knot at the nape.

    Head injuries

    Head injuries are usually caused by violent road accidents or by a fall from a height. This is a serious problem which requires quick action. The patient may become unconscious immediately or may gradually lose consciousness. If he is unconscious, do not let him lie flat on his back or he could choke if he swallows his saliva or blood (if he is bleeding in the mouth). Slowly turn him on to his side in ahead low position (without a pillow), so the secretions if any can flow out. Call the doctor or get an ambulance.

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    Source by Andy G

    Views: 1

  • Top 6 Ways to Get An Angry Customer To Back Down

    Top 6 Ways to Get An Angry Customer To Back Down

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    1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Here’s an example of a sincere, yet careful apology:

    “Please accept my sincere and unreserved apology for any inconvenience this may have caused you.”

    2. Kill Them Softly With Diplomacy. This simple phrase has never failed me: “Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you.” When you say this, anger begins to dissipate. You’ve addressed the anger directly and non defensively and you haven’t been pulled into the drama of the attack.

    3. Go into Computer Mode. To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don’t take the bait your angry or difficult customer is throwing you. Your words, tone, and attitude are completely impersonal and neutral – (Think of the automated response system you speak to when you call your wireless phone company or bank.)

    This “computer mode” response deflects, diffuses, and disarms angry customers because you don’t add fuel to the fire by giving your difficult customer what they want -an emotional reaction. When you don’t take the bait, the difficult customer is forced to stop dead in their tracks. And that means you regain control (and confidence).

    The Computer Mode Approach In Action

    Let’s say your customer says:

    “You don’t give a d*** about customers. Once you get a customer locked into a contract, the service aspect is over.”

    While it may be tempting to fuel the fire with an equally hostile response such as “What’s your problem, creep?”

    Don’t take the bait. If you do take the bait, the situation will only escalate and nothing productive or positive will result. A computer mode response might look like this:

    “I’m sure there are some people who think we don’t care about servicing customers.”

    “People get irritated when they don’t immediately get the help they need.”

    “It’s very annoying to experience a delay in service response.”

    “Nothing is more distressing than feeling like you’re being passed around when all you want is help.”

    And then you stop -like a locked up computer.

    No matter how uncomfortable the verbal abuse is or how ridiculous it becomes, continue to respond without emotion. This tactic works because it is neutral, doesn’t take the bait, and because it is unexpected. The difficult customer wants to throw you off, make you lose control, and to get you to respond emotionally. When you fail to do each of these things, you actually regain control.

    Go into “computer mode” the next time you’re faced with verbal abuse from an irate or unreasonable customer, and I promise you, you’ll quickly regain control —and you’ll have fun with the process.

    4. Give this question a shot: “Have I done something personally to upset you?… I’d like to be a part of the solution.” Of course, you know you haven’t done anything to upset the customer. You ask this question to force the angry customer to think about his behavior. Often, the mere asking of this question is enough to get the ballistic customer to begin to shift from the right brain to the left brain, where he can begin to listen and rationalize.

    5. Show empathy – Empathy can be a powerful tool used to disarm an angry customer and show that you genuinely care about the inconvenience the customer has experienced. Expressing empathy is also good for YOU, as it helps you truly begin to see the problem from the customer’s perspective/and this perspective will help keep you from losing your cool when your customer gets hot. By letting customers know that you understand why they are upset, you build a bridge of rapport between you and them.

    Here are some phrases that express empathy:

    o “That must have been very frustrating for you.”

    o “I realize the wait you encountered was an inconvenience.”

    o “If I were in your shoes, I’m sure I’d feel just as you do.”

    o “It must have been very frustrating for you have waited five days for your order and for that I am sorry.”

    6. And finally, here’s a tip that works like magic. …. Show appreciation for the difficult person’s feedback. After your difficult customer has ranted and raved, you can regain control of the conversation by interjecting—not interrupting, but interjecting to thank them for taking the time to give you feedback. You can say something like:

    Thanks for being so honest.

    Thanks for taking the time to let us know how you feel.

    We appreciate customers who let us know when things aren’t right.

    Thanks for caring so much.

    The reason this tip works so effectively is because the last thing your irate or unreasonable customer expects is for you to respond with kindness and gratitude. It’s a shock factor and many times you’ll find that your customer is stunned silent and this is exactly what you want. When the customer is stunned into silence, you get in the driver’s seat and steer the conversation in the direction you want it to go.

    When you do these things you’ll find that being on the receiving end of verbal abuse doesn’t have to be threatening or intimidating. You can come across as confident, composed and strong…and most importantly, you’ll regain control of the conversation.

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    Source by Myra Golden

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  • Heal Your Life Or Cure it – The Difference Between Healing and Curing

    Heal Your Life Or Cure it – The Difference Between Healing and Curing

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    We often hear of prayers for successful healing and other stories of people who have had miraculous cures. Recently I learned a friend who'd had tumors in several places throughout his body had learned that the tumors were gone completely. His doctors were stunned and couldn't explain it.

    While that was very good news, it also may have demonstrated the power of healing prayers. My friend had asked our group to pray for his healing and we did. But of course, we can never be sure how much our prayers contributed to the disappearance of the tumors and how much his own wonderful attitude and philosophy of life and health was responsible for the miracle.

    While we prayed, treated, meditated, for healing, what we really wanted was a cure. There is a very big difference between curing and healing, although the lines between them often are blurred. When I pray and meditate for a loved one who has a problem, whether physical, emotional, spiritual, or otherwise, I start by asking for healing.

    To me, healing means reaching a point of wholeness and peace, no matter what the physical condition or situation may be. I believe it is possible to have a terminal illness, but to be healed though the illness eventually takes the life. On the other hand, to be cured means that the illness goes away or is "fixed."

    Sometimes a person who survives something as serious as cancer, then needs time to heal, even though he or she may have been cured, like my friend was cured of his tumors. Healing will mean taking time to think about what happened and to reach conclusions about life and death and to consider the lessons learned by the experience. While a cure may be found in a short period of time, healing can take a longer time but lead to a better quality of life.

    Healing is closure, but does not mean that the lessons learned are over or that more cannot be learned. Healing leads to personal and spiritual growth. Curing means that we get to live longer and to work on healing. I sometimes think that we spend a lifetime healing.

    While curing comes from an outside source, such as a wonder drug, healing always comes from the same source, from within. When a loved one is sick or dying, first we want a cure, so that we do not lose that one, but ultimately, we realize that death is inevitable and what we really all need in the end, is healing. From a place of wholeness we can face all of life's challenges.

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    Source by Wil Langford

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