Therapeutic compliments: setting the stage for successful therapy

Compliments are often viewed primarily as a linear event in which one person expresses approval or admiration of another. Far less attention has been given to the circular nature of compliments and the manner in which they enhance the positions of both the giver and the receiver of the compliment. Therapeutic compliments have proven to be highly effective means of motivating clients, while at the same time increasing therapeutic leverage. This article proposes that compliments should be purposefully given, and that the type of compliment should vary with the stage of therapy and the intended response of the client to the compliment.     

Chicanas modernize domestic service

The shift from live-in to day work was a step in the modernization of domestic service because it limited the length of the working day and reduced the psychological exploitation involved in the interpersonal relationship between domestics and mistresses. Even the shift to an hourly wage did not end the extraction of emotional labor, however. Interviews with Chicanas employed as private household workers reveal the next step in the evolution of domestic services. The current development is away from wage work, in which labor time is sold, selling a service in which a job is exchanged for a specified amount of money. Chicanas are defining themselves as expert cleaners hired to do general housework. Most supervision and personal services are thus eliminated from the job. Mistress-servant relations are being transformed into customervendor relations, reducing the personalism and asymmetry of employer-employee relationships.An earlier draft of the paper was presented at the 1986 National Association for Chicano Studies, El Paso, Texas. This research was made possible by a grant from the Business and Professional Women's Foundation and a University of California President's Fellowship. I wish to thank Frances Kleinman and Eric Margolis for their helpful comments on this paper     

Creating customer value by streamlining business processes

Much of the strategic preoccupation of senior managers in the 1990s is focusing on the creation of customer value. Companies are seeking competitive advantage by streamlining the three processes through which they interact with their customers: product creation, order handling and service assurance. 'Micro-strategy' is a term which has been coined for the trade-offs and decisions on where and how to streamline these three processes. The article discusses micro-strategies applied by successful companies.     

"The responsibility to inform, the power to act": a conference for New England college newspaper editors on the role of the campus press in addressing substance use issues.

College newspapers are a powerful but underutilized medium for educating students on health issues, including those related to drug and alcohol use on campus. Editors of these publications are in a position to wield significant influence among their readers. In addition to communicating factual information about the prevalence and impact of substance use among college students, editors can use the press to advocate changes in students' attitudes and behaviors and in college or community policies that affect substance use. A pilot conference was held to help New England college newspaper editors perceive the importance of their role in educating their peers about substance use and other health-related issues, and to offer concrete suggestions as to how they can incorporate these topics into an "activist" campus press.