the research paper project is a two part assignment. The first section of the project you will provide an in-depth analysis of a specific mental health diagnosis. This section of the paper should analyze the history of the diagnosis, the specific criteria to have a diagnosis for the disorder, and a discussion of the role the disorder has in contributing to criminal behavior. This section should be 10 pages long and include a minimum of 10 pages. Additionally your paper needs to be in APA 6^th edition formatting.

The second section of the paper will be a power point presentation that outlines treatment options for this diagnosis. Your power point should be 20 slides and cover methods of identification and treatment for this disorder. The treatment sections should provide an overview of what methods of treatment are effective and what methods are not. Treatment outcome data needs to be examined as well to support treatment and effectiveness. Additionally you will need to record a voice narration for the power point presentation. You voiceover should not be a regurgitation of the slide. Instead it should be a discussion of the concepts that you learned about providing effective therapy for your clients who suffer from their specific illness. Please refer to this web page for assistance in providing voiceover in power points

https://support.office.com/en-nz/article/Record-a-slide-show-with-narration-ink-and-slide-timings-3dc85001-efab-4f8a-94bf-afdc5b7c1f0b?ui=en-US&rs=en-NZ&ad=NZ

Your supervisor, Sarah Harris, is a new probation officer who has been on the job for only a few months and is still learning the job herself. You are asked to prepare a memo to Sarah Harris listing the five types of helping professionals that she might come into contact with during her job as a probation officer in a pretrial diversion program. Also, you will need to select one psychological theory and one social work theory from the list that you feel would aid her most in dealing with the adults on her caseload. You will need to explain the theories and why she needs to know this as probation officer. Use the following guidelines to complete your memo:

Between 200-300 words

• Be certain to have the following headings in your memo: (To: From: Re: Date :).
• Provide a list of at least 5 helping professionals that your supervisor may come into contact with during her job as a probation officer in a pretrial diversion program.
• Select 1 psychological theory and 1 social work theory from the list that you feel would aid her most in dealing with the adults on her caseload.

Use the following list below to guide you:

Psychological Theory

• Developmental psychology
• Cognitive psychology
• Behavioral psychology
• Humanistic psychology
• Social psychology

Social Work Theory

• Crisis theory
• Solution-focused brief theory
• Structural family therapy/family systems therapy
• Psychosocial theory
• Psychodynamic theory

Objective:

To provide students with the opportunity to provide feedback to a service organization, as well as help students understand and evaluate the customer service and “recovery” strategies of a specific organization.

Directions:(I HAVE ALREADY FINISHED THE COMPLAINT LETTER MYSELF AND DO NOT GET ANY REPLY)

In order to complete this assignment, students will be expected to write a complaint letter to an organization from whom the student has, in his/her opinion, received bad or less-than-satisfactory service during the first few weeks of the course.  It does not have to be an extremely upsetting situation; it may be simply that the organization did not provide service that met expectations.  You should focus on a failure that is tied primarily to the service provision, not a deficiency in a tangible good sold by an organization.  The name and address of the appropriate person within the organization to whom a complaint should be directed needs to be obtained (this may take some research!) and then a formal complaint letter written in accordance with the instructions provided. 

All pertinent information (dates of service, names, account numbers, etc.) should be included in the letter, as well as a description of the poor service experience and, if appropriate, a suggested course of action the company could take to appropriately “recover” in this situation.  That is, the resolution being sought from the organization should be clear.  (Do not state in the letter that you are doing this as a class project.)  The letter should request a response from the organization and provide appropriate contact information for the student – a mailing address, e-mail address, phone number (if appropriate), or other relevant information.  Instructions for your complaint letter are provided at the end of this document.  All complaint letters will be sent via traditional postal service.   

Analysis Requirements:

After the organization has had sufficient time to respond to the complaint, students will write a short paper that analyzes the organization’s response (or lack thereof) to their complaint.  The analysis paper should include all of the following components including the associated headings and subheadings (i.e., letters/numbers) shown below. 

Your analysis is not a creative writing endeavor.  Provide a statement/question and follow it with your response.  See the example below.  Your responses should be in complete sentences. 

Z. Tell when you were born.  I was born on April 12, 1995. 

Your analysis paper should include at least 10 relevant service marketing concepts from the text and your writing should demonstrate that you have an understanding of these concepts.  This is after all the primary purpose of this assignment.  Concepts should be correctly used and clearly identified with bold, italic, or colored font. 

The grading criteria used to evaluate your paper include your ability to relate material from readings and lectures to your analysis, your ability to diagnose probable causes of problems and match them with appropriate solutions, depth and substance of your observations, persuasiveness of your discussion, and quality of writing.  Concise, clear writing in both your complaint letter and your paper is expected.  As such, you will not receive extra credit for proper spelling, grammar, punctuation, etc., but will receive a poor evaluation on the assignment if these areas are found to be lacking.

Analysis Paper Outline:

Introduction

A.  Briefly describe what led to your dissatisfaction.

B.  Identify which factor most influenced your judgment of service quality (i.e., outcome quality, interaction quality, or physical environment quality).  Briefly explain your thinking.

C.  Identify the Provider Gap in the Gaps Model of Service Quality that you think was most likely to have resulted in your dissatisfaction.  Briefly explain your thinking.

D.  Identify which two service quality dimensions you think are key for the average customer purchasing that specific service.  Briefly explain your thinking. 

E.  Discuss what you wanted the organization to do in response to your complaint.

F.  State how quickly you expected the organization to respond to your complaint.

Organization Response

A.  If the organization did respond, the student should:	OR	B.  If the organization did not respond, the student should:
1.  Describe the organization’s response. 2.  Discuss the adequacy of the organization’s response (in your opinion as a consumer). 3.  Provide three reasons why you believe they responded in the manner they did. 4.  Discuss what the organization could have done better to delight you.		1.  Begin this section by explicitly stating that there was no response of any kind. 2.  Discuss at least three realistic reasons why you think you did not receive a response.  (Reasons that make their lack of a response your fault, like a wrong address, or an intermediary’s fault – i.e., mailman didn’t deliver the letter – are unacceptable.) 3.  Write a professional letter to yourself (on behalf of the organization) containing an appropriate response that addresses what you think the organization should have done.  This letter should be formatted using a business letter format and be included in the Appendix of this assignment. 4.  Discuss why the letter you wrote on behalf of the organization would be an adequate response.  (Note: What they should have done may not be exactly what you expected or wanted them to do.)

Discussion

A.  Visit the Better Business Bureau online at https://www.bbb.org/consumer-complaints/file-a-complaint/get-started .  Discuss how you think that registering your complaint online with an organization like the BBBonline might have influenced the organization’s response (i.e., what difference do you think it would have made if you had done so?)

B.  Discuss how you feel toward the organization now that you have seen their response to your complaint (or lack thereof) and how it will impact your use of their services again in the future.

C.  “The customer who complains is the organization’s friend.”  Discuss your perspective on this statement in general (not in the context of this specific experience).  Discuss what you think the organization’s perspective on this statement is, based on the behavior they exhibited. 

D.  Discuss what you have learned from this specific complaint experience about yourself and about complaining to organizations in general.

E.  Discuss how you can you apply what you have learned in your future in the business world. 

Appendix

A.  A copy of the complaint letter you sent to the organization.

B.  If received, a copy of the response from the organization (i.e., response by letter, e-mail, telephone, or any other form), if any.

C.  If received, a brief description of anything else the organization provided you as a result of your complaint (i.e., gift certificate, company materials). 

Assignment 3: Presentation of Leadership and Management Strategy

Due Week 10 and worth 100 points

In this assignment, you will present what you have learned about leadership and management from this course. Combine your research from Assignment 1 and Assignment 2 into a PowerPoint presentation that focuses on best practices in organizational leadership. Your presentation should highlight at least two (2) different business leaders and describe their business and philosophy. Your presentation should also include examples of leadership characteristics, traits, and behaviors of the chosen leaders. Your presentation should be detailed enough that it could provide new leaders with strategies to help them develop their own leadership and management styles.

In addition to your textbook, review the following optional articles and videos that detail creating a PowerPoint presentation for this assignment:

• “Create your first PowerPoint 2013 presentation” by Microsoft, located at http://office.microsoft.com/en-us/support/create-your-first-powerpoint-2013-presentation-RZ102925085.aspx?CTT=5&origin=HA102809627
• “Top Ten Slide Tips” by Garr Reynolds, located at http://www.garrreynolds.com/preso-tips/design/  
• “Top 10 Best Practices When Using PowerPoint for Presentations” (22 min 57 s). Video Source: DNN Corp. (2012, April 9). Top 10 Best Practices When Using PowerPoint for Presentations [Video file]. Retrieved from https://www.youtube.com/watch?v=rtygW25vj_I

Create a nine to twelve (9-12) slide presentation in which you:

1. Develop a PowerPoint presentation in which you focus on overall best practices in organizational leadership.
2. Choose two (2) different business leaders that you learned about from the previous two assignments, and describe two to three (2-3) fundamental aspects of each of their most important business philosophies. Provide one to two (1-2) examples of the application of such philosophies to support your response.
3. Identify three to four (3-4) characteristics, three to four (3-4) traits, and three to four (3-4) behaviors that have made each of them successful leaders.
4. Provide both a title slide (see the formatting requirements below) and an introductory slide to your presentation.
5. Provide a summary slide that addresses key points of your presentation.
6. Develop narration for each of the slides. Use the speaker’s notes section of the slides to indicate what you would say if you were actually presenting in front of an audience.
7. Select three to four (3-4) relevant images, photographs, or graphs to focus your audience’s attention during your presentation.

Your assignment must follow these formatting requirements:

• Format the PowerPoint presentation with headings on each slide and three to four (3-4) relevant graphics (photographs, graphs, clip art, etc.), ensuring that the presentation is visually appealing and readable from 18 feet away. Check with your professor for any additional instructions.
• Include a title slide containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The title slide is not included in the required slide length.

The specific course learning outcomes associated with this assignment are:

• Explain the principal theories of leadership and motivation, and describe the fundamental considerations in managing and motivating individual and group behavior.
• Describe control systems that can improve a firm’s operations and facilitate change.
• Use technology and information resources to research issues in management concepts.
• Write clearly and concisely about management concepts using proper writing mechanics. 

Learning Activity #3

In his article, “What Leaders Really Do,” Kotter (2001) [] stated, ” Managers promote stability while leaders press for change, and only organizations that embrace both sides of the contradiction can thrive in turbulent times” (p. 3).

In the fact pattern below Juan Para must make a decision about hiring June Davies.  Keeping Kotter’s ideas in mind complete the following tasks:

• Define the leader’s and manager’s approach (mindset) to solving the dilemma.
• Determine Para’s solution if he used the leader’s perspective and then if he used the manager’s perspective.
• Do you see a difference? If so what differences? If not, why not? Could the outcome be the same and still benefit the company?

Protection Insurance Stays Alive

At 7:30 a.m., Juan Para hit the snooze alarm for the third time, but he knew he could never go back to sleep.  Rubbing his eyes and shaking off a headache, Para first checked his iPhone and read an urgent message from his boss, explaining that Jack Nixon, chief security analyst, had resigned last night and needed to be replaced immediately.  Frustrated, Para lumbered toward the shower, hoping it would energize him to face another day.  After last night’s management meeting, which had ended after midnight, he was reeling from the news that his employer, Protection Insurance, was spiraling toward a financial meltdown.

Para scratched his head and wondered, “How could one of the world’s largest insurance companies plummet from being the gold standard in the industry to one struggling for survival?”  At the end of 2007, Protection Insurance had $100 billion in annual revenues, 65 million customers, and 96,000 employees in 130 countries.  One year later and staggered by losses stemming from the credit crisis, Protection Insurance teetered on the brink of failure and was in need of emergency government assistance.  Protection Insurance had been a victim of the meltdown in the credit markets. The collapse of this respected financial institution sent shock waves throughout the world’s economy.

Within Protection Insurance’s Manhattan office, Para and his coworkers felt growing pressure to respond to this crisis quickly and ethically.  But morale was sagging and decision making was stalled.  New projects were on hold, revenues weren’t coming in fast enough, and job cuts were imminent.  Finger-pointing and resignations of key managers had become commonplace.  Strong leadership was needed to guide employees to stay the course. Para knew his first priority was to replace Jack Nixon. When leaving the meeting last night, his boss had told him, “It’s critical that we keep key managers in place as we weather this storm.  If we lose any managers, be sure you replace them with ones who can handle the stress and can make tough and even unpopular decisions.”

Working up a sweat as he rushed into his office, Para began sorting through the day’s priorities.  His first task would be to consider internal candidates to replace Nixon.  He pondered the characteristics required of a chief securities analyst and scribbled them on a notepad: experienced in security and regulatory issues; strong decision-making skills; high ethical standards; able to make job cuts; comfortable with slashing budgets; and respected for calm leadership.  Para immediately thought of June Davies, a senior analyst who had been vocal about her desire to move up and had recently shown steady leadership as the organization started to crumble.

Davies had worked her way up through the organization, becoming a respected expert in her field.  She had developed a strong team of loyal employees and made training and job development a priority. She was likable, sensitive to her employees, and a consensus builder.  While many managers within Protection Insurance had made questionable business decisions, June had held herself to a high ethical standard and created a culture of integrity.  Davies was focused on the future—a go-getter who knew how to get results.

With the future of the company at stake; however, Para wondered if Davies could handle the tough challenges ahead.  Although he valued her team-building skills, she could be soft when it came to holding employees accountable.  A large part of her motivation was to have people like her.  When she reported a shortfall in earnings in the last company meeting and came under fire, she became defensive and did not want to point fingers at employees who were to blame.  In fact, Para recalled another instance when Davies recoiled at the thought of firing an employee who had developed a pattern of poor attendance while caring for her sick husband.  She confessed a hesitation to confront poor performers and employees struggling to balance home and work life.

Para stirred his morning coffee and wondered aloud, “Is June Davies capable of balancing kindness and toughness during a crisis?  Can I count on her to be decisive and focused on top- and bottom-line results? Is she too much of a people pleaser?  Will it impact her ability to lead successfully?”