TEENAGE SEXUAL HEALTH AND CRITICAL INCIDENT Essay

TEENAGE SEXUAL HEALTH AND CRITICAL INCIDENT - Essay Example unintended pregnancy, related policies and legislation of the United Kingdom government towards child and adolescent protection, and a critical analysis of John’s Model of Reflection 1995, towards improved nursing practice in the field of teenage sexual health. Sexual Health is defined by the Family Planning Association as â€Å"the capacity and freedom to enjoy and express sexuality without exploitation, oppression, physical or emotional harm†. Sexual health is stated to be an important part of physical and mental health. Together with other fundamental rights, it is a key part of our identity as human beings. According to Bekaert (2005: 86), the essential elements of good sexual health include access to information and services to avoid the risk of unintended pregnancy, illness or disease. Sexual intercourse at a younger age and poor condom use have led to increased rates of sexually transmitted infections (STIs) in the teenage group, states Bekaert (2005: 14). The government has responded to the general increase in STIs with the national strategy for sexual health and HIV. It recommends the promotion of sexual health and of mainstream sexual health services to decrease the incidence of STIs. 20% to 30% of teenage females diagnosed with a sexually transmitted infection acquire another disease within eighteen months. The consequences of infection with an STI vary according to the infection. They can include increased risk of cervical cancer, pelvic inflammatory disease (PID), ectopic pregnancy and infertility. With acquired immunodeficiency syndrome (AIDS), the individual is susceptible to opportunistic infections and will ultimately die. The consequences of STIs can be worse for teenagers as they tend to present late for treatment, have a poor knowledge of STIs and have unrealistic perceptions of their risks. The risk factors for contracting sexually transmitted diseases are: male sex, young age, early age at first intercourse, number of partners, ethnic

If I were President Essay Example for Free

If I were President Essay I know theyve hurt you bad. Wide, the scars you have. Baby let me straighten out your broken bones, All your faults to me make you more beautiful. I cant help it, I love the broken ones, The ones who, Need the most patching up. The ones who, Never been loved, Never been loved, Never been loved enough. Maybe I see a part of me in them. The missing piece always trying to fit in. The shattered heart, Hungry for a home. No youre not alone, I love the broken ones. You dont have to drive, With your headlights off. Its a pocketknife, Not a gift from God. Dont you learn of love from the love they kept. I will be your anchor slowly, Step by step. I cant help it, I love the broken ones, The ones who, Need the most patching up. The ones who, Never been loved, Never been loved, Never been loved enough. Maybe I see a part of me in them. The missing piece always trying to fit in. The shattered heart, Hungry for a home. No youre not alone, I love the broken ones. I love the broken ones. Maybe we can rip off the bandage. Maybe you will see it for what it is. Maybe we can burn this building, Holding you in. I cant help it, I love the broken ones, The ones who, Need the most patching up. The ones who, Never been loved, Never been loved, Never been loved enough. Maybe I see a part of me in them. The missing piece always trying to fit in. The shattered heart, Hungry for a home. No youre not alone, I love the broken ones. I love the broken ones. I love the broken ones. I love the broken ones. Lost Im out on my own again Face down in the porcelain Feeling so high but looking so low Party favors on the floor Group of girls banging on the door So many new fair-weather friends ooo: Have you ever been so lost Known the way and still so lost Caught in the eye of a hurricane Slowly waving goodbye like a pageant parade So sick of this town pulling me down My mother says I should come back home but Cant find the way cause the way is gone So if I pray am I just sending words into outer space Have you ever been so lost Known the way and still so lost Another night waiting for someone to take me home Have you ever been so lost Is there a light Is there a light At the end of the road Im pushing everyone away Cause I cant feel this anymore Cant feel this anymore Have you ever been so lost Known the way and still so lost Another night waiting for someone to take me home Have you ever been so lost Have you ever been so LOST. The One-Eyed One-Horned Flying Purple People Eater Well I saw the thing coming out of the sky It had one long horn and one big eye I commenced to shakin and I said oo-wee It looks like a purple people eater to me It was a one-eyed one-horned flying purple people eater Sure looks good to me Well, he came down to earth and he lit in a tree I said mr Purple People Eater dont eat me I heard him say in a voice so gruff I wouldnt eat you cos youre too tough It was a one-eyed one-horned flying purple people eater It sure looks strange to me I said mr Purple People Eater whats your line He said eating purple people and it sure is fine But thats not the reason that I came to land I wanna get a job in a rock n roll band Well, bless my soul rock n roll flying purple people eater Pigeon-toed under-growed flyin purple people eater one-eyed one-horned it was a people eater What a sight to see Well, he swung from the tree and he lit on the ground he started to rock really rockin around It was a crazy ditty with a swinging tune Wop bop a lula wop bam boom one-eyes one-horned flying people eater Ooh, it sure looks strange to me Well he went on his way and then what do you know I saw him last night on a TV show He was a blowin it out and really knockin them dead Playing rock n roll music through the horn in his head The Lion Sleeps Tonight : (A-weema-weh, a-weema-weh, a-weema-weh, a-weema-weh) (A-weema-weh, a-weema-weh, a-weema-weh, a-weema-weh) In the jungle, the mighty jungle The lion sleeps tonight In the jungle the quiet jungle The lion sleeps tonight Near the village the peaceful village The lion sleeps tonight Near the village the quiet village The lion sleeps tonight Hush my darling dont fear my darling The lion sleeps tonight Hush my darling dont fear my darling The lion sleeps tonight (A-weema-weh, a-weema-weh, a-weema-weh, a-weema-weh) (A-weema-weh, a-weema-weh, a-weema-weh, a-weema-weh) In the jungle, the mighty jungle The lion sleeps tonight In the jungle the quiet jungle The lion sleeps tonight Near the village the peaceful village The lion sleeps tonight Near the village the quiet village The lion sleeps tonight Hush my darling dont fear my darling The lion sleeps tonight Hush my darling dont fear my darling The lion sleeps tonight YOU’RE GONNA GO FAR KID Show me how to lie Youre getting better all the time And turning all against the one Is an art thats hard to teach Another clever word Sets off an unsuspecting herd And as you get back into line A mob jumps to their feet Now dance, dance, dance Man, he never had a chance And no one even knew It was really only you And now you steal away Take him out today Nice work you did Youre gonna go far, kid With a thousand lies And a good disguise Hit em right between the eyes Hit em right between the eyes When you walk away Nothing more to say See the lightning in your eyes See em running for their lives Slowly out of line And drifting closer in your sights So play it out Im wide awake Its a scene about me Theres something in your way And now someone is gonna pay And if you cant get what you want Well its all because of me Now dance, dance, dance Man, I never had a chance And no one even knew It was really only you And now youll lead the way Show the light of day Nice work you did Youre gonna go far, kid Trust, deceived! With a thousand lies And a good disguise Hit em right between the eyes Hit em right between the eyes When you walk away Nothing more to say See the lightning in your eyes See em running for their lives Now dance, dance, dance He never had a chance And no one even knew It was really only you So dance, dance, dance I never had a chance It was really only you With a thousand lies And a good disguise Hit em right between the eyes Hit em right between the eyes When you walk away Nothing more to say See the lightning in your eyes See em running for their lives Clever alibis Lord of the flies Hit em right between the eyes Hit em right between the eyes When you walk away Nothing more to say See the lightning in your eyes See em running for their lives Keep Holding On Youre not alone Together we stand Ill be by your side, you know Ill take your hand When it gets cold And it feels like the end Theres no place to go You know I wont give in No I wont give in Keep holding on Cause you know well make it through, well make it through Just stay strong Cause you know Im here for you, Im here for you Theres nothing you could say Nothing you could do Theres no other way when it comes to the truth So keep holding on Cause you know well make it through, well make it through So far away I wish you were here Before its too late, this could all disappear Before the doors close And it comes to an end With you by my side I will fight and defend Ill fight and defend Yeah, yeah Keep holding on Cause you know well make it through, well make it through Just stay strong Cause you know Im here for you, Im here for you Theres nothing you could say Nothing you could do Theres no other way when it comes to the truth So keep holding on Cause you know well make it through, well make it through Hear me when I say, when I say I believe Nothings gonna change, nothings gonna change destiny Whatevers meant to be will work out perfectly Yeah, yeah, yeah, yeah La da da da La da da da La da da da da da da da da Keep holding on Cause you know well make it through, well make it through Just stay strong Cause you know Im here for you, Im here for you Theres nothing you could say Nothing you could do Theres no other way when it comes to the truth So keep holding on Cause you know well make it through, well make it through Keep holding on Keep holding on Theres nothing you could say Nothing you could do Theres no other way when it comes to the truth So keep holding on Cause you know well make it through, well make it through What Doesnt Kill You (Stronger) You know the bed feels warmer Sleeping here alone You know I dream in color And do the things I want You think you got the best of me Think youve had the last laugh Bet you think that everything good is gone Think you left me broken down Think that Id come running back Baby you dont know me, cause youre dead wrong What doesnt kill you makes you stronger Stand a little taller Doesnt mean Im lonely when Im alone What doesnt kill you makes a fighter Footsteps even lighter Doesnt mean Im over cause youre gone What doesnt kill you makes you stronger, stronger Just me, myself and I What doesnt kill you makes you stronger Stand a little taller Doesnt mean Im lonely when Im alone You heard that I was starting over with someone new They told you I was moving on, over you You didnt think that Id come back Id come back swinging You try to break me, but you see What doesnt kill you makes you stronger Stand a little taller Doesnt mean Im lonely when Im alone What doesnt kill you makes a fighter Footsteps even lighter Doesnt mean Im over cause youre gone What doesnt kill you makes you stronger, stronger Just me, myself and I What doesnt kill you makes you stronger Stand a little taller Doesnt mean Im lonely when Im alone Thanks to you I got a new thing started Thanks to you Im not the broken-hearted Thanks to you Im finally thinking about me You know in the end the day you left was just my beginning In the end What doesnt kill you makes you stronger Stand a little taller Doesnt mean Im lonely when Im alone What doesnt kill you makes a fighter Footsteps even lighter Doesnt mean Im over cause youre gone

The Cloning Debate Essay -- Argumentative Persuasive Topics

The Cloning Debate Not so far in the future, a young boy of the age of six, dying a heart-wrenching death, will only be able survive with a bone marrow transplant.   His parents will have searched near and far for a match, but none will come to their aid.   The only possible way that they can produce a perfect match for their son's bone marrow is to clone their son.   Unfortunately, at this time this topic is still being discussed and debated upon with the government.   Their only child that has been their treasure for six years might die.   A clone of their son becomes their apple of aspiration to keep the treasure from being buried. With a scenario as presented above, cloning might seem like the answer to hundreds of lives taken at the expense of uncontrollable forces.   But is there another side to the story?   Isn't there always?   Professor Kevin Williams of Georgetown University is still depicting the ambiguity of this topic when he states, "Like Adam and Eve, we want to be God, to be in control.   The question is, what are the limits?" (U.S. News World Report).   Making an identical copy of another human being is a rather drastic move, a move that in most people's eyes can only be carried through by God.   Some deem that cloning would put us in the shoes of God.   They believe that instead of God creating life, we would.   Some professors beg to differ, like David Fletcher of Wheaton College in Wheaton, IL who argues, "It is still only God who creates life." Perhaps cloning is not the answer and our society should leave reproduction up to the natural ways.   But then one must ask themselves the question of 'why not'.   Is there some horrible outcome that will back fire due to the aberrant ways of creating a child?   Is bring... ...volunteers, would we misuse it like Green thinks?   Are we capturing the phenomenon or is it destined to engross us? Sources Cited Coghlan, Andy.   "Reprogram Your   Body."   www.newscientist.com/nsplus/insight/clone/reprogram.html (16 April 2001). Decker, Christine.   "OSU Ethics Specialist To Provide National Report On Religion, Cloning."   www.orst.edu/dept/ncs/newsarch/1997/March97/courtclone.htm  Ã‚   (17 April 2001). Green, Ronald M.   "I, Clone."   www.sciam.com/1999/0999bionic/0999green.html   (17 April 2001). Herbert, Wray.   "The World After Cloning."   www.usnews.com/usnews/issue/970310/10clon/htm   (16 April 2001). Vere, Steven.   "The Case for Cloning Humans."   www.best.com/~vere/cloning/htm  Ã‚   (17 April 2001). Wachbroit, Robert.   "Genetic Encores: The Ethics of Human Cloning." www.puaf.umd.edu/IPPP/Fall97Report/cloning/htm   (17 April 2001).

Lady Macbeth is referred to as a ‘fiend-like queen’ Essay

At the end of the play lady Macbeth is referred to as a ‘fiend-like queen’. Do you agree with this final assessment of her and can we hold her in any way responsible for the chaos and destruction there is at the play’s conclusion? Through focused analysis of Shakespeare’s presentation of her character, give your response to this interpretation. Consider: * The influence she has on her husband * Audience reaction then and now * And anything else you feel is relevant Malcolm gives one of the many different opinions of Lady Macbeth, when he comments on her ambitious and manipulative side. He calls her â€Å"fiend-like.† Another opinion which is less associated with her is the gentle woman’s opinion near the end as she is pitied by her in regards to her conscience and guilt for the murders and for chaotic situation in Scotland. She is viewed as the source of destruction in Scotland by some and is pitied by others. At the time Macbeth was written James I was on the throne. At that time people believed in the divine right of kings, they believed that the king was a spokes person from god and to murder a king would have been seen as the most abominable of crimes. So for Macbeth and lady Macbeth to commit the murder of Duncan who is a king would have been seen as evil and sacrilegious. Macbeth was performed around 1611 for James I and it reflects his interests in witchcraft from his own personal experiences at the time. A modern audience would be more cynical of the idea of witchcraft whereas a Shakespearean audience believed that witches were real and would have been more afraid of some of the themes and happenings in the play. Lady Macbeth is seen as being even more ambitious than her husband and has fewer moral scruples. She urges Macbeth to kill Duncan, and refuses to understand his doubts and hesitations. Gradually her close relationship with Macbeth crumbles into nothing because of this. She is first introduced to the play when she is reading a letter from Macbeth which is addressed to her. In the letter Macbeth calls her, â€Å"my dearest partner in greatness† this is unusual because in the time the play is set it was odd for women to be of equal status to men, but Macbeth who is also her husband sees her as his partner and therefore equal. Upon reading the letter she immediately jumps to the unusual conclusion of murdering Duncan for Macbeth to become king as prophesied and already starts to plot what she has to do to fulfil what she has been told will happen. When Macbeth comes home she tells him of her plan of murdering Duncan which is similar to what Macbeth thinks when he is made Thane of Cawdor, only Macbeth dismisses the thought and reasons with himself that it is wrong were Lady Macbeth is resolute and even goes so far to call on ‘evil spirits’ to ‘unsex’ her â€Å"Nor heaven peep through the blanket of the dark, to cry ‘hold, hold'†. She sees that Macbeth is not as determined as she is about the murder and sees his tendency to think of the consequences of their actions and sees it as a crucial weakness in her plan which shows selfishness in her character. She tells him, â€Å"Look like th’innocent flower, but be the serpent under’t† the imagery of a flower shows that he should look ‘sweet’ and innocent on the outside so as not to arouse suspicion but, that on the inside he should be able to be as harsh and deadly as a serpent. When she invokes evil spirits to ‘unsex’ her and take away her femininity the language used by Shakespeare is Iambic pentameter, which he uses to show the status of a character and that she is as equal as Macbeth and Macduff who also speak in Iambic pentameter in the play as most of her speeches in the play are in this form. Her speech as she calls on evil spirits is of this form of language to show the importance in what she is asking and how it will affect her in the rest of the play. The use of rhyming couplets and Iambic pentameter makes the communication more memorable to the audience. although when it comes to the murder she cannot kill Duncan herself because of the way he resembles her father, â€Å"Had he not resembled my father as he slept, I had done’t† this might show her character as being not completely evil because of the love for her father and shows us a humane side of her and that she relies on the ‘evil spirits’ to conceal her emotions. The words used like â€Å"come† and â€Å"fill† shows the urgency and highlights her determination, and the violent and inhuman imagery used like â€Å"You murdering ministers†, â€Å"That my keen knife† and â€Å"Of direst cruelty; make thick my blood,† emphasises her determination even more. The violent imagery of a brutal murder of a child â€Å"And dash’d the brains out, had I so sworn as you have done to this† reinforces the concept that innocence is destroyed in Scotland when Macbeth become king by use of deceit, treachery and brutality. The tactics she uses to make Macbeth commit the murder are manipulative ones; she uses his ambition against him and could only have persuaded him to go through with her plans by using his soaring ambition. Another tactic she uses is whenever Macbeth disagrees with her she attacks his ‘manhood’ and sense of pride which is another form of manipulation, â€Å"When you durst do it, then you were a man†. She is also shown as an intelligent person as she is able at the banquet when Macbeth is drawing suspicion to himself to quickly think of excuses â€Å"My lord is often thus, and hath been from his youth. Pray you ,keep seat† another example of her quick thinking is just after the murder of Duncan where again Macbeth is drawing attention to them by ‘over acting’ him being innocent, she faints to draw the attention away from Macbeth and so they don’t become suspicious. She is a controlled decisive character compared to Macbeth as he struggles to make up his mind if it is right to commit the murder whereas Lady Macbeth makes the decision and keeps it. She is also very perceptive as she realises Macbeth’s dilemma with his conscience, â€Å"Your face, my thane, is as a book where men may read strange matters.† She is compared to her husband Macbeth. Macbeth is also ambitious but not so much as Lady Macbeth, she doesn’t think of the consequences like Macbeth. She just goes through with the plan of murder and has to call on ‘evil spirits’ to suppress the guilt that she knows she will feel. Only it back fires and she becomes so over come with guilt she begins to sleepwalk and become paranoid of seeing a ‘spot’ of blood on her hand that will not come off no matter how many times she washes her hands. The ‘spot’ of blood represents the guilt she feels and how she subconsciously (in her sleep) tries to get rid of it. Where as Macbeth deals with his guilt in a different way and pushes Lady Macbeth further and further away putting a strain on their once strong relationship. He becomes paranoid and deals with it and accepts the fact that what he did was wrong but he can’t go back and so carries down the path that leads to his destruction. As the play progresses she begins to lose her confidence and Macbeth seems to gain more. They are like a ‘set of scales’ that they both evenly balance out another and there always has to be a more dominate partner even though they address each other as equals. As she starts to descend and become more unstable she invokes some sympathy from a modern audience where in a Shakespearean audience would have seen her as a witch and therefore would not have sympathy for her at all, in fact they would probably would have seen her getting what she deserves and would have been happy in hearing of her death because at the time witchcraft would have been seen as evil and at the start of the play where she calls on ‘evil spirits’ is an example of witchcraft whereas a modern audience is more sceptical. The majority of a modern audience would not believe in witches or ‘evil spirits’. Lady Macbeth is compared with other characters in the play. Another character is Lady Macduff. Lady Macduff is shown in the play as what a woman of that time is supposed to be. This would be, caring and protective over her children where Lady Macbeth is shown to have none of theses feminine qualities because instead of caring and nurturing she has ambition and cruelty. And example of this would be, in a speech to Macbeth about how committed to the murder she is she talks about if she had promised Macbeth that she would kill her first born as he had promised to kill Duncan for her. She says, â€Å"Dash’d the brains out, had I sworn as you have done to this† this is a rather graphic and violent image and shows that she has none of the stereotypical qualities associated with women and that’s what makes her so different from lady Macduff. Lady Macduff protects her children and describes herself as a wren protecting her young ones â€Å"for the poor wren, the mist diminutive of birds, will fight, her young ones in her nest against the owl† the bird imagery is also used around and by Lady Macbeth but it is mostly the crow which is seen as a symbol of evilness and death. It is interesting that both Lady Macbeth and Lady Macduff see Macduff as a traitor for leaving his family, which shows some similarity in their morals. Even the language Shakespeare uses for her changes from blank verse to prose. This shows the disintegration of her character and how she is slowly losing her status in the play and also her state of mind. It is almost like she has been driven insane by suppressing her guilt. And because of that guilt the relationship between her and Macbeth has fallen apart, not only because of their ambition but also because of her making them pursue the ambitions. This leaves them in a place that they can’t come back from and even though Macbeth accepts that, she cannot and it is almost like she may be blaming herself for how things turned out in the end. Most importantly if she thought perusing their ambitions because she wanted the best for her husband. It eventually leads both of them becoming distant. This example of psychological insight of her character means that maybe she is not as much of a monster if she can feel remorse and guilt even if it is in the form of her subconscious state. When she starts compulsively washing her hands shows a deeply troubled psyche and this contradicts in what she says earlier to Macbeth â€Å"A little water clears us of this deed† and then later she talks about the ‘perfumes of Arabia’. Shakespeare’s audience may have associated this with the mark of the devil, where a modern audience might see is as a dramatic representation of her anguish, guilt and torment that she can’t get rid off. This is ironic because at the start of the play just after the murder of Duncan she tells Macbeth to wash his hands but is now trying to wash her own, her reference earlier † What is done cannot be undone† yet she can’t accept her own statement or change the past. The imagery of light and darkness is used around her. The light represents good where darkness shows evil. When she is sleep walking and feeling her guilt it is said that she must have light near her continually, whereas at the start of the play she called on darkness but now it is reversed because she now needs light. When she commits suicide this could be seen as a desperate act to cleanse her mind from the over weighing burden of guilt. She may have just broken down because she has suppressed these emotions whereas Macbeth analysed them and accepted them and therefore could move on, allowing him some release but condemning her into a trap and the only way out was to create her own demised she was that desperate for the guilt to stop tormenting her. In the end of the play after her death and the death of Macbeth, Malcolm refers to her as ‘fiend-like queen’; this is an unfair statement of her character, but some may agree that she is responsible for some of the chaos and destruction at the end of the play, after all it was her ambition that fuelled the cause of Macbeths rampage through Scotland because of his guilt and paranoia that started after she manipulated him into committing murder and becoming a traitor. One could judge her to be an over ambitious person that got sucked in with the idea of power and forgot that it could lead to her downfall. At the beginning of the play she comes across as being vindictive and heartless, a person that takes control and dominates Macbeth in to doing as she says â€Å"To alter favour is to fear. Leave all the rest to me† but as the story goes on she starts to lose that confidence and guilt and doubt start to take over her mind and it is then you start to feel sympathetic towards her. You could feel sorry for her because she had lost everything all because of her ambitious nature and now there was no going back. Some would only agree slightly with the statement Malcolm uses to describe her. At the beginning one may have described her as a ‘fiend’, because of the way she takes charge in the murder and how she immediately jumps to that decision without thinking of the consequences. She is also impatient as she is to not be able to wait to see if the prophecy the witches said will become true. She has to make it become true herself and so takes matters into her own hands and does cause destruction and chaos around her. However she does not do this alone, Macbeth contributes to some of the chaos and destruction even if she was the one to start it. When Macbeth realises that he is in so far that he can not go back instead of stopping the murders he is doing he carries on whereas, Lady Macbeth stops and is consumed by guilt and takes it upon herself to end it. The original source of mischief could be the witches. They might be to blame for the devastation in Scotland, because of the prophecies they made. Without them Macbeth and Lady Macbeth may not have been tempted and tricked by their ambition that caused their downfall. Shakespeare reveals that no villain is entirely ‘fiend-like’ and that there is a source of conscience within everyone. So in fairness the term ‘fiend-like queen’ and the assessment of her holding responsibility for the chaos and destruction and is only partly true. Even though she is a part of the disarray, she is still not solely to blame. After all Macbeth also caused some of that destruction and chaos and even after her death; he carried on with the battle between him and Malcolm. In a way they really were equal partners, because they were both evenly responsible for their own demise and the desegregation in their own mental status and in their relationship with each other, and how their own ambitions became too much for not only the other to control, but for themselves. and that of the other characters in the play. A quote that conveys this is after the murder Lady Macbeth advises Macbeth not to think of his guilt and the irony of the statement she declares is that eventually she does think on the ‘deeds’ and lives the truth in her own declaration. â€Å"These deeds must not be thought after these ways; so, it will make us mad†. It would appear that she also wore â€Å"a heart so white† which earlier claimed that she would be ashamed of.

British Airways – a Pr Case Study

INTRODUCTION: It was time when British Airways showed the world the future of travel with the opening of Heathrow Airports spectacular new Terminal 5. Opening on the 27th of March 2008, inaugurated by Queen Elizabeth (the second), the terminal completely failed in the first two weeks of its operation. Insufficient staff training and testing, coupled with a disruption in the Terminals IT systems led to around 500 flights being cancelled. SEGEMENTED ANALYSIS (What went wrong): 1. Logistics and Planning: Rather than properly training the Bag Handlers and staff members, they were simply shown around the whole Terminal.Where in weeks ago before the terminal was inaugurated they should have been trained with trail runs. Due to lack of training they found it difficult to navigate through the Huge building causing inconvenience to the passengers. Duties should have been delegated, and training should have been conducted in a specialized manner with people doing only their assigned tasks. 2. Technical and Human Errors: a. The computer systems didn’t recognize staff ID’s b. Doors meant to be open were locked. c. 17 out of the 18 terminal lifts were jammed d. The transit system meant to move passengers broke down. . Carousels, escalators, walkways and electronic screens all failed. f. Baggage handling system (capable of handling up to 12000 bags an hour) crashed by 11 am All of the above mentioned problems occurred because the whole terminal had never been tested in a â€Å"live† terminal situation. There was lot of miscommunication from one department to another also technicians were not alert as to what were the terminal requirements. 3. Lack of leadership and Hubris: One week before its openings BAA declared â€Å"We have a world class baggage system that is going to run perfectly on day one†.Despite the hitches reported by the baggage staff, the management was complacent and over looked all technical problems. Also the BA office that should have sorted out all such concerns were shut on the last week. The management shouldn’t have been so slug and unnerved about these technical faults. Everybody just seemed jubilant about the opening of the terminal, there by discarding chances of any problems that might occur. In fact the management should have cross-checked and re-run the whole terminal to make sure nothing went wrong specially after making tall claims in Public. 4.Low Morale and Goodwill: Staff complained that morale in the last few months has been very low. Whenever BA got into any mess the people helped out. But with a mistake of such degree even its goodwill evaporated. On the day, disoriented baggage handlers and stressed ground staff became surly and unhelpful as they didn’t know how to handle the situation and the problems kept unfolding. The management shouldn’t have let the problem reach such a level. There was a clear communication and gap and the Staff didn’t know how to react and just gave up under pressure as they didn’t consider it their fault. . Lack of Communication & Crises Management: BA decided to disappear right when the problems were beginning. There was a total breakdown in communication both internally and externally. There was nobody to help with announcement or information, monitors weren’t working, nobody to help with baggage. Only 2 out of the 26 information desks were operational. Passengers arrived but the flights were delayed, others were told their flights were cancelled when they were scheduled. There was chaos all around with nobody knowing what to do. The management at BA should have led by the front on such an occasion.Even if things were going the other way, they should have been there trying to find a solution instead of exiting via the back door, as they were in charge of handling any crises what so ever. This was one of the biggest drawbacks. 1. What advice would you give BA and BAA right now? Shutting T5 for a fe w days and then restoring operations is not an option as the Terminal is running and it would be a major problem, shutting all activities. Thus the management of BA and BAA should collectively stand up and 1stly publicly announce all the faults, so the customers know as to what went wrong.Then section by section they should start rolling work. Which means, shut down a particular section first, fix it up and move on to another. There by not totally shutting operations. The Baggage systems should be fixed first, after which the elevators etc should be fixed. Also they should make sure that they have an active workforce. Information Desks should be restored with people communicating exact details of the situation. The staff should be spoken to by the management themselves. It’s important their morale is boosted. Everybody should be assigned particular tasks and all the queries of the staff should be cleared.Communication both internally and externally have to be clear. Also as t he improvements happen, they should be conveyed to its customers with a due apology and a guarantee that nothing as such would happen again. 2. What do they need to learn from this crises? a. Staff inputs should be taken into consideration, and have to be duly dwelled upon as they are the people who run the terminal. b. The staff has to be informed about everything at all point of time. Internal Communication is very necessary. Also it should always be put across in a very positive and strategized away.Every problem needs to be conveyed, how it is conveyed should be thought about. c. The management should not shy away from its responsibilities. BA has a reputation to live up to. What they communicate and how they communicate is important. They just can hide when a crises rises up. There by next time around, their PR and Communication strategies should be in place to match every problem. d. A check should be kept on operations at all times. Also technicians should be on alert if any system fails. A contingency plan should always be ready with management. e.Also all necessary information should be conveyed to its customers and the media at the right point of time. The information Desk should be active and fully aware of every situation. 3. What do they need to do to restore their reputation and put things right with their customers? The opening of T5 was a huge embarrassment to BA and a Humiliation for BAA. What should have been an opportunity to rehabilitate Heathrow as one of the world’s greatest airports turned into a nightmare of Delays, passenger confusion and chaos. Five days on, 250 flights were cancelled and there was still a backlog of 15,000 baggage’s. a.Firstly, The BA and BAA collectively should face the crises and at the earliest solve all technical and human problems. b. Since everything is already out in the open, they should publicly apologize and count on its built brand name to work for them. It has a reputation and everybody make s mistakes. So rather than shying away, they should openly ask for another chance. c. All its customers should be compensated. Free air tickets, discounts, stay and living vouchers etc should be given to its passengers on case to case basis. d. A whole new PR strategy should be employed, which caters to image building and customer satisfaction. . Communication should be opened, the media and the public should be fully aware of why the crises happened and how they are being corrected to now suiting its customers. f. A whole new Advertising and Marketing strategy should be launched to repair the damaged reputation and attracting its customers back. g. Heathrow Airport is an integral airport, also BA has goodwill. That should be taken into account to re-construct its current mistake. h. Management should publicly and personally apologize to regain customer confidence. This are my findings and interpretations of this particular case study.