Customer Service Case Study Example | Topics and Well Written Essays - 1000 words

Customer Service - Case Study Example it is determined what they need and how will they use it/need it. Through a customer verbatim, there process flow is determined and the verbatim is translated into designer language. In the end, management tools like affinity data or tree diagrams are used to sort out data, organize key issues and prioritize ideas. †¢ Foster trusted relationships with customers and stakeholders across the business To foster trusted relationships in the organization, the company follows the simple rule of transparency. Annual statements are issued regularly, dividends paid out and stakeholders taken into confidence before any key decisions. †¢ Deliver service in line with specific standards All service providers are given the standards that they need to cater to while delivering service. Performances are then assessed through : 1. Six monthly self-audits which are done by service providers 2. Monitoring and Evaluations conducted by another department. . †¢ Provide stakeholders with acce ss to feedback mechanisms and product/service information = Self-audit reports and other documentations are reviewed by the Program staff and the service providers are given timely feedback. Issues are discussed and solutions are developed to improve the quality of the service. †¢ Report on actual performance as compared to service standards 1. Six monthly self-audits which are done by service providers 2. ... Customer could either want to avail one of the ads present in the magazine by placing a call / would want to place the ad in the magazine (as its an advertising agency). If the customer wants to place an ad our the magazine he will call the company/ visit it. He will expect to know the size of the ad and the respective rates. He will also expect to know how the designing of the ad would be done and what would be the target market. Our client service representatives would look after the queries the customer will put before them and ensure that they are satisfied. Customer will then pay for the ad that he wants to publish in the magazine, he will send the details of the ad either through mail or write it then and there on the paper. He will expect the CSR to completely understand the details of the ad and have it published the way he wants to publish it. The details of the ad are then passed on to the design by the CSR. The designer makes the ad and then checks with the customer if he is fine with it. Any improvements he wants to be made in the ad are made and the ad is published in the next most recent edition of the magazine. Task 4: a. Describe a situation in the past when you have not been able to perform a service as quickly as you needed/ would have been liked. b. Explain the reason for the delay, and how you communicated it to the customer. c. Outline how the problem was addressed to offer a suitable solution. In the past, due to strikes and power break downs in my city, I could not cope up with the deadlines before the magazine publishing date. The magazines are circulated once a month and all ads have to be appropriately placed before the publishing date. The clients were immediately informed

Critically evaluate the ways by which e-commerce companies use social Essay

Critically evaluate the ways by which e-commerce companies use social media to enhance their business model - Essay Example (Ambrosini and Bowman, 2009). Here we have an example of Overstock closeout comparable like ebay and Amazon in sense of sales management firm however it’s different because of its integration of social network into the social group. It encourages users to establish online presence through personalized home page with personal information and history, photographs, connects their online shopping preferences and return policies. User can become a member of social network by becoming friend with an already user and 2ndly the one who purchase or sell become the piece of business network where each connection connecting two users implies one or more earlier budgetary transactions. The most widely recognized example of a B2c application is a retail web site featuring the business items or services that might be directly purchased by the consumer. The importance of B2c varies significantly from organization to organization. For some companies that run a chain of retail stores, B2c ought to be one of the most critical pieces of their Internet strategy (Maddox and Blankenhorn, 1998). Business to Business (B2B) - Forging new relationships between businesses is becoming basic for businesses to survive and bloom in this increasingly quick paced world. Examples of B2b applications include encouraging transactions for products/services between companies, selling merchandise/services on the Internet to businesses, and production network integration. Another example is online procurement of products starting with one organization then onto the next (Maddox and Blankenhorn, 1998). Consumer to Consumer (C2C)Â  - C2C applications involve consumers directing commerce directly with other consumers. This clearly means that the organization encouraging the transaction must discover some non-customary revenge stream. This could be a little reduced of the transaction, a service fee, advertising, or some

Breast Tumor Classification Using FFT based Fractal Analysis

Breast Tumor Classification Using FFT based Fractal Analysis B.MONICA JENEFER V.CYRILRAJ Abstract Breast cancer is formed by abnormal cells, it causes fast death among human and it is shapeless. The growth of the cancer is also fast and it should be removed from the earlier stage itself. In this study, we have introduced and implemented an FFT based fractal model to analyze the breast tumor and classify it as benign or malignant according to their shapes. The benign and malignant are different in contour and shape where benign have a smooth contour and macrolobulated shapes and malignant have rough contour and irregular shapes. In this study, the contours are classified using fractal based Fourier transform method. The magnitude and frequency based features are utilized for classification. This approach achieved 92% of accuracy in tumor classification using fractal based fourier transform. Keywords: Fractal Analysis, Breast Cancer, Background study A fractal is a mathematical object representing a fractional dimension [1] where fractal geometry is vocabulary of irregular shapes.Due to uncontrolled growth of the bad cells, breast cancer occurs in breast tissue [2]. Fractal analysis helps the clinical experts for pre-screening the breast cancer in earlier stage itself. Various shape based object detection and classification can be obtained mostly using the bounding box method in digital image processing. Since, the shape of the breast cancer has been irregular and it cannot be obtained by bounding method [3]. Malignancy associated changes in the breast cells are discussed for computing the distance between the tumor cells and non-tumor cells is an effective method for screening breast cancer [4, 5]. The main symptoms of breast cancer are increasing DNFA –[De Novo Fatty Acid] and cholesterol synthesis where it related to tumor growth and poorer prognosis [6, 7].Present studies are discussing about fractal geometry to genera te a sampling model for tumor appearance and its impacts. According to the wonderful growth of present researches in understanding the molecular mechanisms of cancer, most of the medical diagnosis is done by examining visual objects for radiological images, direct observation of tissues and microscopy of biopsy specimens and so on [1].These fractal model analyses are used to classify abnormality of medical images due to the structure or high indices of mitosis. This modeling method is one of the reproducible methods which helps to analyze the medical images with computational tools. Also fractal analysis is a morphometric measure of the shapeless structure of tumor growth.Various comprehensive reviews used and discussed mathematical models for medical image diagnosis, especially in pathology is currently appearing in the literature [8-16]. From the digital mammogram image, the shape of the benign tumor is round and smooth, but the shape of the malignant tumor is irregular and roughly bounded. This main difference is utilized to categorize the benign tumor and malignant tumor. The following Figure-1 depicts the morphological spectrum of the breast masses frequently seen in digital mammograms. Figure-1:(a). Round Benign (b). Lobulated benign (c). Malignant (d). Malignant Proposed Model Most of the medical image processing applications used fractal analysis and which is focused in various researches on the digital mammograms. In this study, it is experimenting using the FFT based fractal analysis and classifying the breast lesions. The complete flow of this study is depicted in Figure-2. Figure-2: Overall Flow of the Proposed Approach The structure of this study is described as given below, section-III discussed about the hybrid filter and its applications. Section-IV discussed about the basic information about the fractal analysis method. Section-V described about Fractals based or Fourier Transform method. Section-VI described about our experiment and results. Section-VI provides the conclusion about this study and suggestion for further enhancement work. Hybrid Filter The hybrid filter combines morphological filter with the Gabor filter for removing the noise from the mammogram image to improve the quality of the image. Morphological filter is a non-linear filter work based on the set theory rules and Gaussian filter is a linear filter work based on vectors and both are used to remove noise.The main motto of this hybrid filter is to completely remove various noises occur under different conditions in the image, to improve the performance of the proposed approach. Morphological filter can remove the noise on the contour of the image and Gabor filter remove the noise in the inside of the image. Morphological filter utilized various morphological transform using different structuring elements. In this study also, different morphological transform is tested while experimenting to improve the appearance of the contour. The morphological functions are defined as: (1) Where denotes the opening operation and denotes the dilation and denotes the morphological erosion operation. Device’s mechanism introduced two kinds of noise such as coherence and no-coherence noise. The Gaussian noise is represented by statistical noise, having a probability density function, which is called as a Gaussian distribution. The original pixel value in the image is changed from its inventive value by a minute amount in the Gaussian noise. Due to the central bound theorem, Gaussian distribution is generally can provide a good quality representation. The probability density function of a Gaussian random variable is given by: (2) Alternatively, a process is Gaussian if and only if for every finite set of indices in the index set (3) It is a multivariate Gaussian random variable. The Gaussian property can be formulated by using the features functions of random variables as:, such that (4) The hybrid filter can effectively remove all the noise in the mammogram image which can provide more accuracy in classification. Fractal Analysis There are various fractal analysis techniques are existing but most of the techniques follow power law basics. In the exisiting work [17], tumor growth was studied with the help of a model which says that the tumor is a rising tissues. Mathematical model and numerical simulations of this model were examined to obtain the macroscopic dynamics of the tumor growth. It experimented and well known that the growth of the tumor is proportional to the time [17] suggested from power law. It is also can be simulated using a one-dimensional (1D) CA model, shows the linear growth of the entire cells. From this, it is observed that in both the 1D and 2D cases, tumor diameter grows linearly according in terms of time.The dimension of the fractal model is estimated using various techniques such as sandboxes, bounding-box, Fourier spectrum and so on. When applying these techniques, the scaling relationships of the cells are obtained according to a power law relationship. The basic geometric objects can be understood by the Euclidean objects as lines, planes and circles. All the objects do not resemble the Euclidean objects. By utilizing the fractal geometry, it is easy to create models for nature objects and which can provide a better definition in various conditions. Mandelbrot [9] introduced the first fractal theory. The unique difference among the Euclidean and fractal geometry is the self similarity denoting by un-uniform scaling. The variance of the shape of the objects continuously varying in increasing or decreasing the size of the objects. It is clear that one of the problems in scaling is texture, and describing the texture also depends on scaling. Hence, this problem can be overcome by the fractal geometry of texture. The definition of Hausdroff-Besicovitch of the fractal dimension is described using the following equation (5). (5) Where is the self similar pieces 1/r is the magnificent factor. Since, the fractal dimension indicates the surface roughness, people always use the texture as fine, coarse, gained and smooth etc. Mostly the fractal dimension of an image can be estimated by the bounding-box, fractal Brownian motion and fractal interpolation method. In this study, the fractal of filtered contour of the breast tumors are analyzed and tested using FFT based methods. Fractal based Fourier Transform In this study, it is adopted that Fourier fractal methodology is used for classifying the tumors. The filtered contour is taken and fed as input for testing. The growth of the tumor is randomness and it is in certain degrees, complex irregular in shape. So that, the fractal analysis can give a good measure in order to measure the complex patterns than the traditional Euclidean geometry. In this study, the fractal dimension is measures using Fourier transform method. In our experiment the radical magnitude accusations are calculated and plot in the form of log-log magnitude plot for classifying the tumors. From the centroid to all directions, the magnitude variation is measured to compute the magnitude accumulation testing. The Fourier transforms and phase angle calculations are obtained using Equations (3) and 4) respectively. The filtered contour is defined in X-axis with M – mean value and it can be implemented as: (6) (7) In this study, the fractal dimension of the breast tumor is calculated according to the average slop variations of log-log magnitude plot. Also the log-log plot can be drawn among the magnitude accumulation in entire radial components and number radial components of the respective input images. The accurate and absolute values of average variations are more for malignant tumor than the benign tumors. Experiment and Results To experiment Fractal based fourier transform analysis method the matlab software is choosen to implement, due to its capability in image processing. In this study, it is considered that some of the available contours are the input for the experiment. For pre-processing the image, to remove, the higher order frequency components are taken as artifacts, the input contours are applied into hybrid filters. The result of the hybrid filter is separated into small segments with dissimilar radius length by dividing the contour uniformly in all directions. In our experiment, the contour is divided into 24 equal parts. Then the fractal dimension method using FFT is applied to extract shape variables in each segment. In our experiment, five contours are considered as the input, at five, three contours are the type of malignancy and the remaining contours belongs to the type of benign. The following Table-1 depicts the log-log magnitude plot and absolute values of the slop variations in terms of respective contour. After filtering the input contour it is divided into 24 segments in all the directions with equal radial distance and then the magnitude variation of all the directions is counted and accumulated for all the radial components. It is well known that the malignant tumor has more variations than the benign tumors. According to the accumulations of the magnitude variations the malignant tumors are having more variations than the benign masses. The fractal dimension is calculated using the log-log plot drawing method between the accumulations of magnitude variations and the number of radial components. The absolute value [a threshold value used for decision making] is drawn in the log-log plot to compute the average variation of the magnitude. To provide difference the slop, the colors used to plot are different. The absolute value of the average slop variation according to the threshold is used to classify the tumors. In this experiment, a threshold value is used for decision making, for tumor classification. The absolute value of the average slop difference is high for malignant and for the same value it is less for benign. From this scenario, it is observed that, the variations of magnitude accumulations in terms of number of radius are more for malignant tumor and small for a benign tumor. Table-1: Fractal Analysis based on FFT Tumor classification In most of the cases the average slope values are greater than the threshold values for our test images used in the experiment. Originally the test image 1 is the benign and the other images are the malignant images. Generally Image 4 is malignant image, but according to the average slop variations and threshold values it is defined as benign. In this paper, we experiment with 25 images[ but in table-1 only five images and their results are displayed]. Out of 25 it correctly classifies 23 images. From this experiment 92% of success rate. Conclusion and Future Enhancement The FFT based fractal analysis method is easy to implement and classify the tumors based on the shape of the tumors. In this study, from the experiment, FFT based fractal analysis method achieved 92% of the classification accuracy. Since this study can provide better results than the existing approaches. The accuracy can be improved in the future enhancement of this study. FFT based fractal analysis is one of the easiest methods and best software for doctors to prescribing the tumor and understand the tumor shapes accurately and fast. References [1].James W. Baish and Rakesh K. Jain, â€Å"Fractals and Cancer†, American Association for Cancer Research -2000. [2]. Breast cancer facts and figures http://www.breastcancer.org/. [3]. Syed Abdaheer.M and Ekram Khan, â€Å"Shape Based Classification Of Breast Tumors Using Fractal Analysis†, IEEE-2009. [4] Us-Krasovec M, Erzen J, Zganec M et. Al, â€Å"Malignancy associated changes in epithelial cells of buccal mucosa: a potential cancer detection test†, Anal Quant Cytol Histol. 27(5): 254-62, Oct. 2005. [5] Andrushkiw R.I., Boroday N.V., Klyushin D.A., â€Å"Petunin Yu.A. Computer-aided cytogenetic method of cancer diagnosis†, New York: Nova Science Publishers, 2007. [6]. Pelton K, Freeman MR, Solomon KR, â€Å"Cholesterol and prostate cancer†, Curr Opin Pharmacol 12: 751 – 759-2012. [7]. Zadra G, Photopoulos C, Loda M, â€Å"The fat side of prostate cancer†, Biochim Biophys Acta 1831: 1518 – 1532-2013. [8]. Ramis-Conde I, Drasdo D, Anderson AR, Chaplain MA, â€Å"Modeling the inuence of the e-cadherin-beta-catenin pathway in cancer cell invasion: a multiscale approach†, Biophys J 1: 155–165-2008. [9]. Rietman EA, Friesen DE, Hahnfeldt P, Gatenby R, Hlatky L, et al, â€Å"An integrated multidisciplinary model describing initiation of cancer and the warburg hypothesis†, Theor Biol Med Model 10-2010. [10]. Gillies RJ, Verduzco D, Gatenby RA, â€Å"Evolutionary dynamics of carcinogenesis and why targeted therapy does not work†, Nat Rev Cancer 12: 2012. [11]. Preziosi L, Vitale G, â€Å"A multiphase model of tumor and tissue growth including cell adhesion and plastic reorganization†, Math Models Methods Appl 21: 1901–32-2011. [12]. Bellomo N, Delitala M, â€Å"From the mathematical kinetic, and stochastic game theory to modelling mutations, onset, progression and immune competition of cancer cells†, Physics of Life Reviews 5: 183–206-2008. [13]. Anderson AR, Quaranta V, â€Å"Integrative mathematical oncology†, Nat Rev Cancer 8: 227–34-2008. [14]. Anderson AR, Weaver AM, Cummings PT, Quaranta V, â€Å"Tumor morphology and phenotypic evolution driven by selective pressure from the microenvironment†, Cell 127: 905–15-2008 [15]. Agur Z, Vuk-Pavlovic ´ S, â€Å"Mathematical modeling in immunotherapy of cancer: personalizing clinical trials†, Mol Ther 20: 2012. [16]. Silva AS, Gatenby RA,†A theoretical quantitative model for evolution of cancer chemotherapy resistance†, Biol Direct 5-2010. [17]. Vainstein, V., Kirnasovsky, O.U., Kogan, Y., Agur, Z.: â€Å"Strategies for cancer stem cell elimination: Insights from mathematical modeling†. J. Theor. Biol. 298, 32-41 (2012).

Capital Punishment Essay - Christians and the Death Penalty

Christians and the Death Penalty Almost all societies have dispensed with the principle of "an eye for an eye," and considered it a step toward more enlightened civilization. Christians who cite "an eye for an eye" in their defense of the death penalty are usually unaware of the strict criteria that God imposed before it could be used to take human life. The Old Testament also allowed the death penalty for crimes that today we consider less than misdemeanors -- clearly, the Old Testament law is archaic. Finally, Jesus himself argued against the principle of "an eye for an eye." Most societies dispensed with the "eye for an eye" principle of punishment centuries ago; indeed, it is considered one of the great advances of civilization and criminal justice. We do not punish rapists by raping them, or arsonists by burning their houses down, or sadists by torturing them. Instead they are imprisoned, isolated from society where they can no longer do harm. There are three main reasons for doing so: 1. Any criminal justice system is inherently imperfect, and the human beings within it are inevitably fallible. Courts have a rich history of mistaken convictions; the Stanford Law Review has uncovered 350 cases this century where clearly innocent people were sentenced to death, 75 of them since 1970. Only God or an omniscient being would truly know what another person "deserves." And that would apply not only to questions of guilt, but questions of justness of punishment. Imprisoning people allows us to reverse mistaken convictions with the minimum of damage. For those inmates not sentenced to life, it allows them to re-enter society without being bent on a terrible vengeance. ... ...Prophets; I have not come to abolish them, but to fulfill them." (Matthew 5:17) What Jesus meant by this is the subject of vigorous debate. However, what is obvious is that many laws changed under the New Covenant; Christians were freed from many of the ancient Jewish laws on circumcision, Sabbath-observance and temple sacrifices. So it is not a question of whether the Talmudic laws were changed or dropped; the only question is how many were. If some Christians maintain that at least the civil and criminal laws of the Talmud are still valid in their entirety, then we should expect that they actually subscribe to all of them. This would include the commandment requiring two or three eye-witnesses for a capital conviction, and the initiation of the death penalty in all the above instances. Needless to say, no Christian would ever agree to such a legal code.

Kindergarten History Essay

The development of early childhood education in the United States has been spearheaded by the need for an emerging society to cope with social and economic challenges. There are at important reasons why early childhood education gained more acceptance through the years. As society opened up to accepting women as part of the workforce, working mothers demanded more institutions that can accept early education for their children. The desire of the government to make their citizens more globally competitive increased thereby supporting education from the very young levels of citizenry. Educators and leaders believed that poor communities have better chances of development if illiteracy is arrested the earliest possible time. And best reason why early childhood education has developed is the great response in children that all programs have been challenged to sustain. Caldwell shares her thoughts on how parents and teachers could sustain this excitement for learning innate in children. â€Å"Yes, it’s thrilling to be part of that excitement for learning. I think the first thing that adults have to do is respect it. Curiosity is an absolutely wonderful thing, yet sometimes parents and teachers find it annoying-the 50th â€Å"why† question of the day, for example. Parents want to pull out their hair and say, â€Å"Oh come on, we’ve talked about that enough. † So the most important thing for that excitement and curiosity is to reward it, to let children know that we are impressed that they are curious about something. † (Mabie, 2001) Kindergarten is an educational program for students aged three to seven. Programs usually last from half to full days. Educators believe that the kindergarten is a venue for developing early knowledge, skills and attitude of children that will help them get a jump start at formal education. The origins of early childhood education in the US can be found in Europe. Jean Fredrick Oberlin founded a school in 1767 in France. His wife, Madame Madeleine Oberlin taught children from two to three years old. The school focused on exercise and play and handicrafts. It was more popularly known as the â€Å"knitting† school. In 1837, Freidrich Froebel put up the first school to be called a â€Å"kindergarten† in Blankenburg, Germany. His school became the first school in the world to envision education primarily for children in the pre-schooling age. Froebel is known as the creator of Kindergarten. His concept involved theories of childhood teaching and teaching material development. He also wrote the first Syllabus of Education of Man that listed basic theories of childhood education that guided schools worldwide. Early Childhood School in the US started as early child health centers. They were patterned after the French ‘cribs’ in Paris in 1844 where governments put up these centers to care for children of mothers who had to work. Whether these centers were first found in Philadelphia or New York, where women had to work during the Civil Wars, it is important to note that these centers were focused on caring for these children rather than educating them. But due to the migration of Germans to America, the concepts of kindergarten soon landed on American soil through Margarethe Schurz. In 1856, she put up the first American kindergarten in Watertown, Wisconsin. The school used German as the medium of instruction. â€Å"The first English-speaking kindergarten was found in Boston in 1860 by Elizabeth Peabody. For many years, she traveled throughout the United States, speaking about the purpose of kindergartens and their benefits to children. She helped establish kindergartens wherever she went. The first public school kindergarten was established in 1873 in St. Louis. Susan Blow, the teacher, lectured and taught kindergarten education, continuing to be a champion of Froebelian kindergarten education throughout her life. † (Spodek, 1991) By the late 1920’s, the centers realized that besides keeping the children clean and fed, there was the opportunity to transform the venue to serve for educational needs. â€Å"The average poor child in 1860s St. Louis completed three years of school before being forced to begin work at age 10. Susan Elizabeth Blow addressed that problem by offering education to children earlier. Applying Friedrich Froebel’s theories, she opened the United States’ first successful public kindergarten at St. Louis’ Des Peres School in 1873. Blow taught children in the morning and teachers in the afternoon. By 1883 every St. Louis public school had a kindergarten, making the city a model for the nation. Devoting her life to early education, Susan Blow was instrumental in establishing kindergartens throughout America. † (Watson, 1997) Maria Montessori has been a household name in early childhood education because of the amount of work and research that Maria Montessori has brought into early childhood education. As a physician working in a psychiatric clinic in Rome, she discovered that it was possible to train mentally defective children in order for them to be safer and become part of a productive sector of society. Her success of handicapped children led into her to be hired to help non-handicapped children as well. Her practice and further research helped Montessori develop a curriculum for children that helped them maximize their full potentials in reading and learning. Montessori schools began to get established in the United States before the World War. Although crash in the economy led these Montessori schools to fade in the 1930s, there came a resurgence of Montessori institutions by the 1950s. Though the Montessori Method was very popular, it would be best to note that some Montessori associations are purist of the methods while others were not. Today, early childhood educators are serious and committed in developing the kindergarten in helping future citizens of the country in becoming productive and responsible citizens. References: Watson, Bruce. 1997. Kindergarten. http://www. geocities. com/Athens/Forum/7905/fblkind. html Mabie, Grant E. 2001. A life with young learners: an interview with Bettye M. Caldwell. The Educational Forum. http://findarticles. com/p/articles/mi_qa4013/is_200110/ai_n8999175 Spodex, Bernard. 1991. Foundations of Early Childhood Education. Allyn and Bacon. Boston.

Emotional Intelligence Essay

The book, Emotional Intelligence 2.0, provides an alternative approach to how a person achieves success. This book does not focus on the conventional determinant of success, such as formal education and training, experience, and intelligence level (IQ). Although all these components contribute greatly to ones achievement of success, these factors are not the only factors to be considered in whether a person will be successful or not. This book focuses on the concept that it refers to as emotional intelligence (EQ), which is one’s ability to recognize and effectively understand his/her emotions in a productive and rational manner. The objective of Emotional Intelligence 2.0 is to educate people on suppressing their natural willingness to succumb to their feelings or emotions. The author states, â€Å"The physical pathway for emotional intelligence starts in the brain, at the spinal cord. Your primary senses enter here and must travel to the front of your brain before you can think rationally about your experience. But first they travel through the limbic system, the place where emotions are experienced. Emotional intelligence requires effective communication between the rational and emotional centers of the brain† (p. 7). Overall, people have to learn to deal with or work through the emotional phase of the thinking process and resist making â€Å"knee jerk† decisions based on their feelings at a given moment. By increasing their EQ, people are more proficient in making sound rational decisions when they are emotional. One may ask. How do you determine your level of emotional intelligence (EQ)? This is accomplished by an individual taking the â€Å"Emotional Intelligence Appraisal† test. Completing this test is the first step to determining and improving your EQ. Your individual EQ report provides you with a synopsis of your current EQ level, the EQ skills you need to improve, and the strategy(s) that will be most beneficial to increasing your EQ. In addition to this information, your EQ report allows you to compare your scores with others around the world. Also, you are given the opportunity to take the â€Å" Emotional Intelligence Appraisal† test a second time to see how you have improved your EQ and receive feedback report allows you to see your accomplishments and outline the next steps of your progression. The author states, â€Å"Emotional intelligence is your ability to recognize and understand emotions in yourself and others, and your ability to use this  awareness to manage your behavior and relationships† (p. 17). EQ lays the foundation for many skills, such as, time management, communication, assertiveness, customer service, anger management, stress tolerance, and many other aspects of our life each day. Although our emotions will play an eminent role in our daily life, improved EQ skills will teach us to better control our emotions and keep our emotions from controlling our actions or behaviors. Additionally, we will learn how to better interact with others and build better and stronger relationships. While emotional intelligence is vital to human behavior, it only accounts for a portion of a person as a whole. The author states, â€Å"IQ, personality, and EQ are distinct qualities we all possess. Together, they determine how we think and act. It is impossible to predict one based upon another. People may be intelligent but not emotionally intelligent, and people of all types of personalities can be high in EQ and/or IQ. Of the three, EQ is the only quality that is flexible and able to change† (p. 19). There is no know link between these three components that exist in a person, but each component coexists and works together to guide this person’s thoughts and behaviors. Unlike EQ, a person’s capacity to learn and personality are hardwired or ingrained over time. Emotional intelligence is a skill that is flexible and can be improved with guidance and practice. There are four core emotional intelligence skills. These four skills are divided into two categories: personal competence and social competence. Personal competence is centered on the individual, and it is made up of your self-awareness and self-managements skills. Self-awareness is your ability to recognize and understand how and why you typically behave or react a certain way. It is becoming comfortable dealing with both positive and negative emotions. Self-management is an extension of personal-awareness. It is using your awareness to guide your actions in a positive direction. Social competence focuses on your interaction with other people, and it consists of social awareness and relationship management skills. Social awareness is your ability to recognize and understand others emotions. It is noticing how others are feeling and thinking, even if it differs from your own. Relationship management is the capacity to use the knowledge and understanding of both your emotions and the emotions of others to connect with others. Although each of these EQ skills are evaluated separately and  can be improved individually, theses skills work collectively to increase your EQ level and improve your emotional intelligence overall.