The Parallels Between Arthur Millers Life and His Play, The Crucible E

Few people are willing to stand up to the overwhelming power of authority, especially during a time like the Red scare. Hardly any authors are able to recognize meaningful similarities between the present times and an event that happened many years ago—and write about it effectively. Only one has had the courage and intelligence to do both. Arthur Miller was an American author who wrote plays, essays, and stories and has published works dating from to 1936 through 2004. The Crucible, one of his most famous plays, premiered in New York on January 22, 1953 (InfoTrac). It is a historical-fiction story set in Salem, Massachusetts in 1692. The witch hunt described in this play is similar to the Red Scare, an anti-communist movement led by Senator Joseph McCarthy that lasted from the late 1940s to the late 1950s (Broudin). During both time periods, most people respected high authority while a few dissenters challenged conformist views. The public was censored in what they could say because of the fear of being accused of witchcraft or communism. The hysteria of the times triggered a mob-mentality to emerge among the citizens, which influenced nearly everyone to join the terrible movements. Miller presents all of these ideas in The Crucible using his own experiences as influences. He incorporated many of his own traits into the characters’ dispositions. He also described many situations in the play that were similar to the ones he was in, including how he was censored by the Red Scare. Many people will often conform while only a few will challenge authority, will use censorship to prevent others from expressing their views, and are easily affected by hysteria; these characteristics influenced Miller’s life and are reflected by him in Th... ...y I Wrote The Crucible, â€Å"that I could easily be accused of skewing history for a mere partisan purpose.† Miller’s life paralleled The Crucible in many ways. The characters in the play had many traits that resembled his. He and the people of Salem were censored by the frenzy of the times they were living in. The hysteria and the mob mentality exacerbated the anticommunists’ and the witch-hunters’ philosophies. The Red Scare affected Miller in the same way the witch hunts affected the people of Salem. As long as there are people with authority in the world, there will be challengers of authority. Censorship will always be used to make others conform. A majority of the public is and always will be easily influenced by hysteria and the mob mentality. Miller used his own experiences to write The Crucible, a play that describes universal behavior and the human condition.

Knowing and Knowledge Essay

Of Mary TMCCA Patterns of Knowing and Knowledge It is suggested that there are five patterns of knowing and knowledge in nursing. A nurse must develop and balance all of these patterns of knowledge in order to be effective. As in all of nursing, nurses refine these patterns with experience and reflection throughout his or her career. This knowledge is interrelated, interdependent and overlapping. Nurse, as any other profession develop their own pattern of knowledge as part of their profession, nursing being a unique profession with a unique pattern of knowledge because it requires intellectual knowledge, technical skill and is considered an art (Rutty, J. E. 1998). The first pattern of knowledge is emancipatory knowledge. This concept challenges the nurse to recognize the sometimes-subtle social and political ramifications influencing his or her practice and patient care. The nurse must first recognize that something is wrong, and then have the courage to meet the challenge to attempt to change the status quo (Chinn & Kramer, 2011). Hegemony is the ability of a certain group or dominant class to influence or control another population or group and influence them to accept their view. The hospital environment and relationships within them can be considered hegemonic, therefore, nurses learn early in their education that is conflict is common between hierarchies within institutions. Nurses learn early in their careers that hegemony can cause disharmony in their practice (Clare, 1993). In order to utilize this practice or pattern of knowing the nurse must question not only what is wrong with the picture but also who is benefiting from the status quo. It is assumed that the disadvantaged population or individual is not free to choose from the options that more advantage persons would be able to choose. The nurse must ask critical questions such as what is wrong with this picture and who is benefiting by keeping the status quo (Chinn & Kramer, 2011). Ethical knowledge in nursing has to do with doing no harm and doing what is right. Ethics asks what is right and who is responsible? Nurses are challenges daily in clarifying their values and exploring their alternatives when ethical dilemma’s occur in practice. Various techniques that can be utilized for this process, however the nurse must be aware that this process is likely to be emotionally charged, as it will challenge his or her deeply held values and belief system. The nurse must also explore other avenues of resolution to the problem from the viewpoint of facts and logic. The use of an ethical decision tree is often useful when making an ethical decision, as it add clarity to the situation. Ethical knowledge in nursing operates within fundamental principal and codes. These include such principles of autonomy and benevolence. These are guides to our practice of what the right thing to do (Chinn & Kramer, 2011). Griepp’s model of ethical decision making suggests that the nurse has personal belief systems and values however through education and knowledge development has the ability to change his or her beliefs or values. The nurse has the responsibility to always be aware of outside influences on his or her decision-making and carry out right behavior and knowledge (Griepp, 1992). Ethical and Moral Comportment is a term that refers to how nurses or individual behaves or acts morally relative to what they know ethically. This requires the nurse to integrate all patterns of knowledge into the decision-making process. Ethics being the knowledge of what is right, morality being the behavior or heart of what is right and is based on values. An individual has moral integrity when they behave in a manner that is consistent with their ethics. When nurses are unable or unwilling to maintain moral integrity they get moral distress. There are four types common ethical perspective in nursing. Teleology refers to what is right produces good. This concept often refers to the justification for the greatest good for the greatest number of people. Deontology refers to the principle that what is right may not necessarily produce a good outcome. When this principle is followed, it may be the right thing to do in the circumstance, but may cause harm. These two principles are often in conflict. The principle of relativism suggests that what is right in one culture or society may be different on another. This suggest that depending on time and place in history, what is right may change. Virtue ethics suggests that the person involved is important in the decision- making. The character and values or virtues of the person determines the ethical decisions made. The definition of virtue can be troubling when utilizing this principle, especially when referring to nurses as it is comprised of a high percentage of women, whose virtues tend to be obedience, submissiveness and self-sacrificing (Chinn & Kramer, 2011). Personal knowledge is the most difficult knowledge for nurses to describe and develop as it takes much introspection, interaction and experience. It is complex and unique to each person yet fundamentally one of the most important patterns of knowing (Rutty, 1998). Personal knowing is rooted in the central questions of; do I know what I do? And Do I do what I know? This concept is spiritual in nature as ones values, attitude and hopes are linked to what they know about themselves and how they view the world, joy and suffering, realities, and how each person learns to be authentic and genuine. Personal knowledge is guided and learned by self-reflection, personal stories and being ones genuine self. The creative process of opening and centering guides it. This process allows the nurse to be present fully with other individuals, and develop the strength and character to be authentic and genuine with others. This allows the nurse to give meaning to the experiences he or she has lived (Chinn & Kramer, 2011). Once knowledge is obtained, it becomes personal knowledge; this is part of our humanness. At times, the nurse must become uncomfortable in order to seek out personal knowledge as he or she explores and reflects (Sweeney, 1994). Personal knowing is how a nurse just knows something is about to happen or about a situation or another person. Personal knowing is the experience of the situation without conscious reason (Chinn & Kramer, 2011). Personal knowing is what leads the nurse to intuitive thinking. He or she cannot tell you why she has this feeling that this will happen, he or she just knows (Sweeney, 1994). When the nurse has a strong sense of personal knowing it is empowering and gives the nurse a sense of community. The nurse values human life more fully and is more giving to others as he or she is more authentic and genuine both with him or herself and with others as they must attempt to view the perception of others (Chinn & Kramer, 2011). Aesthetic knowledge is the art of nursing and how nurses find meaning and significance in each situation. This pattern of knowledge provides the nurse with insight into the human condition. This insight gives the nurse appreciation and inspiration for the practice of nursing. This pattern of knowing and insight allows the nurse to know the unique meaning to unique situations and transform problematic situations into therapeutic situations instantaneously. As in other patterns of knowing this pattern utilizes creativity by the nurse. The nurse must envision the possibility of the best outcome for a given situation and design through experience of past knowledge and present relationship and state as the situation takes place. This must integrate all patterns of knowing in order to be effective. While this is underemphasized in nursing practice, it is and integral part of nursing history. It is the heart of nursing excellence as it embodies mind, body and spirit to form the art and caring of nursing. This pattern of knowing takes discipline on the part of the nurse, as he or she must rehearse situations in advance (Chinn & Kramer, 2011). This pattern of knowing requires the nurse to be fully engaged and he or she must interpret each situation by looking beyond what is happening at the moment and envisioning various possibilities. One cannot fully explain in the form of language the art of nursing, however the nurse shows the art through interactions and skills (Mantzorou & Mastrogiannis, 2011). This pattern of knowing requires the nurse to know what it means to experience health as well as illness. Synchronous movements with ones language are important in this knowledge. The art of body language and touch is embodied with language skills. Eye contact, touch, facial expressions, tone and language skills are all important. When the nurse’s body language and tone matches what he or she is saying and he or she engages in therapeutic touch, language skills and body language skills a therapeutic environment is created. This therapeutic environment translates to aesthetic nursing (Chinn & Kramer, 2011). Empiric knowledge can be viewed as the science of nursing. This is the knowledge that is based on the senses. What can the nurse see, hear, touch, smell and possibly taste. They are the facts, figures, graphs, descriptions, and predictive relationships. Empirics can be validated and are viewed the same by all individuals, they are concrete (Mantzorou & Mastrogiannis, 2011). This being said, there are several dimensions to empiric knowledge as one must define the conceptual meaning of any given word or concept as it may have different meaning dependent on culture, the situation it is used, or past experience of the person imagining that word. Some concepts are based n continuums. The concepts of cardio-vascular health can be defined in many ways along the continuum. It would need to be more specifically defined along the continuum in order to be valid and clarifies an empiric concept. This creates identifies assumptions, clarifies context for theories, and designs relationship statements. Empiric theory can be defined in a number of ways. Chinn and Kramer (2011) describe empiric theory as â€Å"A creative and rigorous structuring of ideas that projects a tentative, purposeful and systematic view of phenomena†. This process requires creativity, rigor, structure, purpose and tentativeness on the part of the nurse (Chinn & Kramer, 2011). The fundamental concept of the servant leadership is relationship. One must have relationship with self and with others. This relationship relates to nursing as relationships and personal knowledge and self-reflection is an integral function of all patterns of knowledge. Listening, self- awareness, empathy, foresight and personal and professional growth all contribute to healing of self and others by a servant leader.

Compare And Contrast Philo And Plato - 1615 Words

Plato vs. Aristotle - Opposite Philosophies The Greek philosopher Aristotle once said, â€Å"Plato is dear to me, but dearer still is truth.† Plato, who was also a philosopher, was Aristotle’s teacher. Aristotle thought highly of Plato and respected him. However, as Aristotle’s wisdom grew, he started to question and even disagree with the concepts Plato taught him. This is why Aristotle wrote that he admires and respects Plato, but admires and respects the truth more. Aristotle started to develop his own philosophies, views, and ideas. Aristotle’s philosophy is the opposite of Plato’s, because his methods of inquiry, his realist philosophy, and ideas about mimesis, or imitation, directly countered Plato’s methods, idealism, and ideas about†¦show more content†¦Thus, Plato’s and Aristotle’s methods of inquiry differ immensely in many different ways. If the two philosophers’ methods of inquiry are opposites, naturally the philosophy that came from those met hods are going to be opposites, and this is the case with Plato, an idealist, and Aristotle, a realist. According to Omonia Vinieris (as quoted in Introduction to Philosophy by Philip A. Pecorino), â€Å"Plato believed that the physical world around us is not real; it is constantly changing and thus you can never say what it really is.† Plato developed the theory of eternal forms, which he defined as the intelligible structures which give physical objects, also called sensible objects, their distinct characteristics. These eternal forms are separate from sensible objects, are unchanging, and are of a higher reality than physical objects. Also, according to Omonia Vinieris, Plato theorized â€Å"a world of ideas or ideal world which is a world of unchanging and absolute truth. This is reality for Plato.† Plato believed that there is a world of ideas separate from the world humans see around them. The philosophy was that â€Å"whenever we grasp an idea, or see something with our minds eye, we are using our mind to conceive of something in the ideal world.† There are two key examples of proof of the ideal world. The first is the geometric concept of a circle, which is defined as a set of points all equidistant to a fixed point. Perfect circles are not found in the in

AP Chemistry Course and Exam Topics

This is an outline of the chemistry topics covered by the AP (Advanced Placement) Chemistry course and exam, as described by the College Board. The percentage given after the topic is the approximate percentage of multiple-choice questions on the AP Chemistry Exam about that topic. Structure of Matter (20%)States of Matter (20%)Reactions (35–40%)Descriptive Chemistry (10–15%)Laboratory (5–10%) I. Structure of Matter (20%) Atomic Theory and Atomic Structure Evidence for the atomic theoryAtomic masses; determination by chemical and physical meansAtomic number and mass number; isotopesElectron energy levels: atomic spectra, quantum numbers, atomic orbitalsPeriodic relationships including atomic radii, ionization energies, electron affinities, oxidation states Chemical Bonding Binding forcesa. Types: ionic, covalent, metallic, hydrogen bonding, van der Waals (including London dispersion forces)b. Relationships to states, structure, and properties of matterc. Polarity of bonds, electronegativitiesMolecular modelsa. Lewis structuresb. Valence bond: hybridization of orbitals, resonance, sigma and pi bondsc. VSEPRGeometry of molecules and ions, structural isomerism of simple organic molecules and coordination complexes; dipole moments of molecules; relation of properties to structure Nuclear Chemistry Nuclear equations, half-lives, and radioactivity; chemical applications. II. States of Matter (20%) Gases Laws of ideal gasesa. Equation of state for an ideal gasb. Partial pressuresKinetic-molecular theorya. Interpretation of ideal gas laws on the basis of this theoryb. Avogadros hypothesis and the mole conceptc. Dependence of kinetic energy of molecules on temperatured. Deviations from ideal gas laws Liquids and Solids Liquids and solids from the kinetic-molecular viewpointPhase diagrams of one-component systemsChanges of state, including critical points and triple pointsStructure of solids; lattice energies Solutions Types of solutions and factors affecting solubilityMethods of expressing concentration (The use of normalities is not tested.)Raoults law and colligative properties (nonvolatile solutes); osmosisNon-ideal behavior (qualitative aspects) III. Reactions (35–40%) Reaction Types Acid-base reactions; concepts of Arrhenius, Brà ¶nsted-Lowry, and Lewis; coordination complexes; amphoterismPrecipitation reactionsOxidation-reduction reactionsa. Oxidation numberb. The role of the electron in oxidation-reductionc. Electrochemistry: electrolytic and galvanic cells; Faradays laws; standard half-cell potentials; Nernst equation; prediction of the direction of redox reactions Stoichiometry Ionic and molecular species present in chemical systems: net ionic equationsBalancing of equations including those for redox reactionsMass and volume relations with emphasis on the mole concept, including empirical formulas and limiting reactants Equilibrium Concept of dynamic equilibrium, physical and chemical; Le Chateliers principle; equilibrium constantsQuantitative treatmenta. Equilibrium constants for gaseous reactions: Kp, Kcb. Equilibrium constants for reactions in solution(1) Constants for acids and bases; pK; pH(2) Solubility product constants and their application to precipitation and the dissolution of slightly soluble compounds(3) Common ion effect; buffers; hydrolysis Kinetics Concept of rate of reactionUse of experimental data and graphical analysis to determine reactant order, rate constants, and reaction rate lawsEffect of temperature change on ratesEnergy of activation; the role of catalystsThe relationship between the rate-determining step and a mechanism Thermodynamics State functionsFirst law: change in enthalpy; heat of formation; heat of reaction; Hesss law; heats of vaporization and fusion; calorimetrySecond law: entropy; free energy of formation; free energy of reaction; dependence of change in free energy on enthalpy and entropy changesRelationship of change in free energy to equilibrium constants and electrode potentials IV. Descriptive Chemistry (10–15%) A. Chemical reactivity and products of chemical reactions. B. Relationships in the periodic table: horizontal, vertical, and diagonal with examples from alkali metals, alkaline earth metals, halogens, and the first series of transition elements. C. Introduction to organic chemistry: hydrocarbons and functional groups (structure, nomenclature, chemical properties). Physical and chemical properties of simple organic compounds should also be included as exemplary material for the study of other areas such as bonding, equilibria involving weak acids, kinetics, colligative properties, and stoichiometric determinations of empirical and molecular formulas. V. Laboratory (5–10%) The AP Chemistry Exam includes some questions based on experiences and skills students acquire in the laboratory: making observations of chemical reactions and substances; recording data; calculating and interpreting results based on the quantitative data obtained, and communicating effectively the results of experimental work. AP Chemistry coursework and the AP Chemistry Exam also include working some specific types of chemistry problems. AP Chemistry Calculations When performing chemistry calculations, students will be expected to pay attention to significant figures, precision of measured values, and the use of logarithmic and exponential relationships. Students should be able to determine whether or not a calculation is reasonable. According to the College Board, the following types of chemical calculations may appear on the AP Chemistry Exam: Percentage compositionEmpirical and molecular formulas from experimental dataMolar masses from gas density, freezing-point, and boiling-point measurementsGas laws, including the ideal gas law, Daltons law, and Grahams lawStoichiometric relations using the concept of the mole; titration calculationsMole fractions; molar and molal solutionsFaradays law of electrolysisEquilibrium constants and their applications, including their use for simultaneous equilibriaStandard electrode potentials and their use; Nernst equationThermodynamic and thermochemical calculationsKinetics calculations

Revenge A Bittersweet Victory Essay - 1055 Words

This story of the most heinous revenge is, like all stories by Edgar Allen Poe, very open to interpretation. One thing that cannot be disputed, though, is the theme. The fundamental theme of The Cask of Amontillado is revenge. While the reasons the main character, Montresor, desires revenge are rather unclear, the reasons for his motivation are not. The way he executes his plans also exemplifies a clever use of deception to amplify his vengeance. Unfortunately, though, the aftermath of his actions proved far less gratifying than what he foresaw. These elements of revenge consume this story in the usual vague and mysterious manner which we so often see with Poe. Because this story is told in first person perspective from Montresor’s†¦show more content†¦This message is also conveyed through the Montresor family crest, which shows a snake biting the very foot that is crushing it. The snake in this case, is Montresor, who does not let his attacker get away with the attac k. Overall, Montresor’s craving for vengeance is derived from the pride he feels for his family. Montresor satisfied these cravings by plotting and executing the perfect revenge. The reason Montresor killed Fortunato in the catacombs was because of his intense family pride. Because in Montresor’s mind Fortunato had insulted his family, he saw the catacombs as the perfect place to kill him so they could, in a sense, witness the event. That way his actions avenge them as well as himself. As to the reason for the method of live entrapment he used to kill Fortunato, it comes not from Montresor, but instead from the author himself. During the time Poe published this story, the fear of being buried alive was very real among the masses. In fact, some cemeteries would place bells on the limbs of the recently deceased, so if they were accidentally buried alive, they would have a chance to be rescued. This has a very strong connection to the story because the last sound Montr esor hears coming from Fortunato’s tomb is the bells on his hat jingling. From this information we can infer that Poe shared the popular fear and felt that is was one of the worst things that could happen to a person, making it the perfect methodShow MoreRelatedMississippi Burning Character Essay2000 Words   |  8 Pagesthe movie; starting with the scene in the car where Anderson’s joking nature is not appreciated by Ward, who tells him to â€Å"just read the file,† and culminating in a tense encounter in which Ward pulls a gun to Anderson’s head when Anderson seeks revenge for Pell beating his wife. However, this confrontation leads to Ward accepting Anderson’s unconventional methods – an interesting character development for Ward, as it indicates he possesses more flexibility than he first appears to. 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The New Woman does resurface, biting back in a revamped, contemporary, and above all culturally acceptable form. This NewRead MoreWalts Whitmans Vision of America in Leaves of Grass17685 Words   |  71 PagesAnd†©that†©is†©the†©theme†©of†©War,†©the†©fortune†©of†©battles,†© The†©making†©of†©perfect†©soldiers.†© Be†©it†©so,†©then†©I†©answerd,†© I†©too†©haughty†©Shade†©also†©sing†©war,†©and†©a†©longer†©and†©greater†©one†©than†©any,†© Waged†©in†©my†©book†©with†©varying†©fortune,†©with†©flight,†©advance†©and†©retreat,†©victory†© 15†©Ã¢â‚¬ © deferrd†©and†©wavering,†© (Yet†©methinks†©certain,†©or†©as†©good†©as†©certain,†©at†©the†©last,)†©the†©field†©the†©world,†© For†©life†©and†©death,†©for†©the†©Body†©and†©for†©the†©eternal†©Soul,†© Lo,†©I†©too†©am†©come,†©chanting†©the†©chant†©of†©battles,†© I†©above†©all†©promote†©brave†©soldiers

Evaluate Thomas Jefferson Presidency Free Essays

The election of 1800 was a tight race and a tie broken by the House of Representatives, led to the election of Thomas Jefferson as the third president of the United States. Thomas Jefferson was in office as president for two terms, serving from 1801-1809. As a whole, Thomas Jefferson had a very positive presidency even though there were a few setbacks throughout. We will write a custom essay sample on Evaluate Thomas Jefferson Presidency or any similar topic only for you Order Now There were many significant events that happened during these eight years and the most well known would be: the Louisiana Purchase, the undeclared Barbary War, and the trade acts imposed due to problems with France and Britain . All great things must come to an end and Jefferson was succeeded by John Adams. America is a superpower and Thomas Jefferson was a great impact to all that as been accomplished as a nation. The Louisiana Purchase of 1803, was the greatest accomplishment of Jefferson in his presidency. The French under Napoleon had a great deal of economic problems already and maintaining the land in the west was a lot to handle so they sold it to the United States. In addition, France was fighting Britain and they needed more money and they wanted to only sell New Orleans at first, but ended up selling the whole territory (Henretta). At the time they sold this territory for 15 million dollars which ended up being about two cents an acre(Holmes). This purchase was very positive because this territory doubled the United States territory and this was great for them in order with westward expansion and exploration of the west. This expansion led to Lewis and Clark to explore the new lands. They were sent to experience the plants, animals, geography, and to learn how this region could be exploited economically. Without Jefferson in power, this expedition that they set out on may not have been accomplished and the United States may have not been so advanced at this time. At the time of the purchase, buying it was deemed unconstitutional but Thomas Jefferson went through with it anyway. The purpose at the time was to get French out of this region all together to protect our trade on the port of New Orleans. Also, it was to protect the free passage along the Mississippi River. Not only was this one of the greatest accomplishments of Thomas Jefferson’s presidency, but may have been one of the greatest events in America’s history. During Thomas Jefferson’s presidency another event that is very significant would be the undeclared Barbary Wars. During this time, a reason this is so remembered, Jefferson was spending a lot of the country’s money. The Barbary States were off of North Africa and leading up to this undeclared war, they were seizing the international ships and holding the crews hostage for ransom money. At the time, he wanted to avoid all out war which would increase taxes and national debt which at this point he was very right (Henretta). This was particularly dangerous for the country because at the time there was not a strong navy. Merchants were in danger every time they went out on the water. As a nation, the United States defeated the Barbary States and that led to not paying the Barbary people money. These tensions may have been negative during the time, but as we look back on history, Jefferson did the right thing for the country and him defeating these pirates really reflects on his presidency being very positive for the United States. Lastly, major trade problems with Britain and France and relationships were very important to Jefferson’s presidency. With all of these problems many acts were passed in order to relive the tension. The United States wanted to be neutral during problems between Britain and France, but somehow always ended up right in the middle. One of the first acts that was imposed was the Nonintercourse Act(1806), and that halted importation of British products. This did little to no harm to the British so in 1809 trade with Britain was reopened. Another act that was imposed on America was the Embargo Act which prohibited all trade and this really hurt New England the most. This hurt New Englanders so much that it caused many of them to side with Pinckney in the 1808 election. Even though some may have sided, John Adams won the election and succeeded Thomas Jefferson. This was a rough patch to his presidency, but despite the few foreign affairs he did a great job with dealing with France and Britain during these times. Thomas Jefferson was one of the very first presidents of the United States and his presidency is one of many that have made America the super power that it is. Each president that lasts the full two terms must have been liked by many to stay in the office for eight years so he definitely did something right. Jefferson purchased territory that nearly doubled America’s size, defeated the Barbary pirates in â€Å"undeclared war†, and although there were many foreign affairs during this time he handled them very well. He is one that is remembered and will continue to be remembered through time for all of the positive things he accomplished. Thomas Jefferson had a very positive presidency and in eight years did a lot for Americans and has been apart of shaping the nation. How to cite Evaluate Thomas Jefferson Presidency, Papers

Manage Human Resource Services -Free-Samples-Myassignmenthelp.com

Question: You are a HR Manager for a bank. You have been asked to Manage the development and delivery of HR services in one area. Complete the tasks using information gathered from your own research and knowledge you have obtained during your study. Outline your ideas in a report to submit to your trainer/ assessor via negotiated method. Answer: Introduction I have been appointed as the HR manager for managing the development, production and delivery of HR services by obtaining relevant research knowledge and information. The delivery of client or recruitment services will be selected by providing a particular service area along with the various kinds of services that are needed to be delivered for understanding the aims, objectives and purpose of the chosen service area. The strategic and operational plans are utilized for developing and managing the human resources (Berman et al. 2012). The eternal business environment will be analysed to determining the impact of human resources management and how it can result in ensuring successful business functioning. The various ways or approaches are used to manage diversity. The assessment of needs of clients is developed for distributing to the line managers and understanding the needs of the chosen HR service area. The service agreement for the management and delivery of human resources will be assessed here too for developing a strategic plan and implement the HR services with ease and effectiveness (Boq.com.au 2017). Delivery of HR client services or recruitment services The Bank of Queensland is a retail bank in Australia that provides good quality financial services all over Australia in various branches. The level of customer satisfaction is high and so, it is considered as one of the major retail banks in Australia that provides the best quality financial services and ensures that the requirements and needs of the customers are satisfied. Bank of Queensland is a major established organisation that performs well within the competitive banking industry (Canas and Sondak, 2013). It has a diverse workforce with more than 2500 branches that has allowed ample scopes and opportunities to advance in the career and gain personal development. There are various areas where the bank has provided its financial services including the client services and recruitment services. The recruitment services include management of branch network including customer service, branch manager and financial planning. The accounts management, banking and financial services are offered by the organization along with general administration services and management of treasury and inventories properly (Claus Wehner, Giardini and Kabst 2012). The other services of recruitment included the ability to generate advertisements and job vacancy ads on newspaper and internet for attracting more individuals and making them habituated within the companys surroundings (Boq.com.au 2017). Training and developmental sessions provided to them would also help in enhancing their skills, knowledge and expertise level, furthermore allowed them to enhance their potential work performance and bring out positive outcomes for the organization. The HR recruitment services also include hiring a HR personnel for motivating and encouraging the employees to perform better and handle their roles and responsibilities properly to achieve the desired set of outcomes (Cook, Faulconbridge and Muzio 2012). The area is chosen because it can not only help in enhancing the workforce potential, but will also lead to higher production and better customers services. Banks strategic and operational plans to develop and manage human resources services The strategic and operational plans are developed to manage changes within the financial sector as well as resolve issues like inaccurate rules and regulations, manage technological innovation and prevent discrimination too. The employee relations and changing business conditions are linked to form the perfect strategic plan and implement a suitable focus strategy for managing the industrial relations, communication, training and development. The remuneration policies and procedures would help in moving towards a market driven organisation consisting of a suitable culture and utilizing the resources effectively than the cost. The company has been committed to the executive team to deliver the best strategies and check out the financial performance to ensure that the delivery of strategic and operational plans can add value for the shareholders or investors (Dhamija 2012). The other strategic and operational plans include multi channel optimization, risk or return balance, delivering operational excellence and managing the talent, ability and culture to position brand and differentiate its products and services properly. External business environment The external environment is assessed with the help of PEST analysis, which determines the political factors, economic factors, social, technological, legal and environmental factors impacting the business. The Governmental activities support the business functioning while the legislations and Acts have encouraged competition to provide customers with more options. The economic factors include the purchasing power f the clients, level of consumption, power of making purchases and developing a proper strategic plan. This would help in monitoring the economic variables that are used to deal with a sensitive market effort (Eva et al. 2014). The social factors include change in demographics, culture, buying behaviours and lifestyle of the consumers along with values and beliefs maintained for successful business functioning. The technological factors include use of internet as an effective marketing tool to leverage the market opportunities and deliver better customers services for gaining better customer satisfaction and higher profit level (Kapse, Patil and Patil 2012). Ways of managing diversity at the workplace There are various ways or approaches to manage diversity within the workplace. The personnel policies and procedures are used properly to enhance the performance of employee and manage tenure of the employees, maintain a proper and ethical background and manage equality within the workplace. By making the policies and procedures placed appropriately, the diversity measures could be implemented as well. Based on the qualifications and level of expertise achieved by the company, there should be ratings to manage diversity properly. Teams should be formed and the skills of the most qualified employees should be managed for encouraging diversity and prevent discrimination (Melanthiou, Pavlou and Constantinou 2015). Meetings could be arranged for the encouragement of discussions and manage workplace diversity. Client needs assessment form to the line managers The line managers have the roles and responsibilities to enable higher level management and adopt various roles, tasks and expectations to make changes and necessary improvements. The line managers act as intermediaries between the manager and the employees of Bank of Queensland. The client needs assessment form is provided to the line manager for understanding both the employee and client needs and manage the human resources accordingly for the fulfillment of customers needs and preferences and ensuring customer satisfaction too (Rehman 2012). Requirements of legislations The Equality Act is a legislation that aims to provide equal opportunities to every people during the processes of recruitment and selection. This has prevented any sort of discrimination within the workplace and ensured that every workers are paid equally and additional wages paid shall be dependent upon their level of knowledge and expertise. The Equality Human Rights Commission or EHRC should support the Equal opportunities commission and enforce legislations of equality based on gender, race, religion, ethnicity and status. This would enable social changes and undertake legal action whenever required. The National Minimum wage act is another legislation that enables individuals to obtain wages according to the working hours (Singh, Winkel and Selvarajan 2013). Service agreement for delivery of human resources The service level agreement consists of the scopes of delivering services, tasks to be completed and both qualitative and quantitative measures. The monitoring and evaluation processes are other components of the service level agreement that cover most the effective functions required to meet the demands and requirements of clients. The clients responsibilities are to meet the HR team to discuss the issues and respond to requests for information, furthermore manage the financial costs that are related to the Human resource activities, advertisements and promotions and assessment tools (Swart and Kinnie 2013). Development of an action plan The action or strategic plan is developed for the administering of policies and procedures, manage stand alone programs to manage the personnel properly, furthermore help in achieving the strategic goals and objectives with ease. The strategic plan implemented by Bank of Queensland would also help in integrating the HRM training and developmental programs with the mission and values of the organization. This would also enable the line managers to share joint responsibilities in the various areas of hiring and management, furthermore contribute to the profit objectives and goals (Uen et al. 2012). The action plan would facilitate the staffing process, implement basic workplace policies, mange the benefits and compensation, enable training and development and finally attract and retain new and existing worker to perform to their potential within the organisation. Development of quality assurance standards The quality assurance standards are developed to prevent any issues and deliver solutions to the customers that are of good qualities and can keep the customers satisfied. According to ISO 9000, the management of quality focuses on providing enough skills to the workers to meet the requirements of managing quality and ensure that the customers are kept satisfied as a whole. If the quality assurance standards are not met, it would be essential for the HR manager of Bank of Queensland to recruit the most efficient staffs who possess enough skills and knowledge to contribute to the organisational excellence (Wetherly and Otter 2014). It would further make the company achieve higher level of profit and gain competitive advantage in business too. Ways of calculating the ROI The return on investment or ROI is calculated by finding the difference between gain from investments and cost of investments and then dividing it by cost of investment. The calculation of net present value or NPV and rate of return can also find measurement of profitability and alpha returns (Berman et al. 2012). Survey to collect feedbacks from the clients A survey is conducted to obtain the feedbacks and responses of the clients of Bank of Queensland, Australia. Few questions are: Are you satisfied with the kinds of services provided by Bank of Queensland, Australia? Yes, the services are satisfactory and have fulfilled our needs and requirements. Do you believe that the bank has gained enough profit based on the investments that have been made? The bank has gained proper amount of return on investments and is quite competitive within the banking industry as well What are approaches undertaken by the organisation to manage the human resources properly? The action and strategic HRM plans are developed to focus on the goals and objectives and manage the human resources properly to achieve the desired outcomes What is the requirement of legislations and service level agreement plan? The legislations, policies and procedures made the company maintain the values, ethics and beliefs properly while the service level agreement helped in fulfilling the clients responsibilities and at the same time mange the financial resources. Conclusion HR recruitment services included the designing of the training programs, managing the manpower and posts, developing the employment programs and analyzing the inventories of manpower, furthermore making sure that the most skilled and knowledgeable workers were recruited within the company. The financial planning was done properly while the risk management and audit had also been done for enhancing the marketing techniques, management public relations, and communication procedures with ease and efficacy. The strategic and operational plans were composed to enhance the financial performance and manage the human resources at the same time with efficiency. The external business environment was assessed with the help of PESTLE framework. From the report, it could be understood that assessment of clients needs and legislations were important for ensuring successful service level agreement for the delivery of HR services. Lastly, the a survey was conducted to analyse the feedbacks provided by clients and net present value was calculated to determine the return on investments. References Berman, E.M., Bowman, J.S., West, J.P. and Van Wart, M.R., 2012.Human resource management in public service: Paradoxes, processes, and problems. Sage. Boq.com.au. (2017). BOQ - love BOQ for Personal Banking, Business Banking, Home Loans, Term Deposits and Online Banking. [online] Available at: https://www.boq.com.au/ [Accessed 21 Nov. 2017]. 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