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Dnata Business Excellence Model
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22739353027045Dnata Business Excellence Model
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Table of Contents
TOC o “1-3” h z u HYPERLINK l “_Toc406405497” Background of the company PAGEREF _Toc406405497 h 1
HYPERLINK l “_Toc406405498” Application of Business Excellence Model PAGEREF _Toc406405498 h 1
HYPERLINK l “_Toc406405499” Framework PAGEREF _Toc406405499 h 1
HYPERLINK l “_Toc406405500” Comment on adaption of the Model PAGEREF _Toc406405500 h 2
HYPERLINK l “_Toc406405501” Implementation of Business Excellence Model PAGEREF _Toc406405501 h 2
HYPERLINK l “_Toc406405502” Benefit PAGEREF _Toc406405502 h 3
HYPERLINK l “_Toc406405503” Issues or challenges faced PAGEREF _Toc406405503 h 3
HYPERLINK l “_Toc406405504” Solutions: PAGEREF _Toc406405504 h 3
HYPERLINK l “_Toc406405505” Conclusion PAGEREF _Toc406405505 h 4
HYPERLINK l “_Toc406405506” References PAGEREF _Toc406405506 h 5
Background of the companyDnata is a leading air combined service provider on the planet with head office made in Dubai. It is likewise a biggest travel administration administrations organization in the United Arab Emirates. It offers benefits in flight cooking, ground taking care of, voyaging, data engineering and payload over the world (Dahlgaard et al,. 2013). The organization initiated its first operations in year 1959 with five staff parts. Presently, being benchmark in ground operations in the Middle East, the organization mastery has seen in its portfolio becoming quickly in the wake of venturing into the worldwide business sector. Dnata Airport Operations is a constituent of Dnata which is likewise a piece of the Emirates Group in setting to the treatment of administration in air terminal administrations. The Company has more than twenty thousand workers, an armada of in excess of 6,200 bits of supplies and in addition most progressive innovation in the business. The organization is taking care of over more than 130 global aerial transports, twenty five non planned sanctions, 1.9 a huge number of trepidation, more than two lakh airplane developments and forty three million travelers over 38 nations (Asif, Searcy, Garvare & Ahmad, 2011)
Application of Business Excellence ModelThe organization has attained a development through the procedure of advancement, client center, and improvement and progressed system arrangements. Under all the bureaus of Dnata, the Dnata Airport Operations Management imagined to accomplish Excellency through the procedure of constant change. They received the Business fabulousness demonstrate to improve its administration and administration in connection to inside and outer clients, attained preference and fulfilled its vision, objective and goal (Dahlgaard et al,. 2013). The administration has understood that the incredibleness can be attained through putting the shrewd endeavors in the right way and right course. Subsequently, the organization has made vital arrangement for next ten years with concentrating on different exercises, secured quality arranging division, set its mission, vision and values and engaged to work in accomplishing set objectives and goals
The Business Excellence model has wide applications in associations to keep up quality in administrations and items and to address the future test. The constrained assets, clashing needs, changing client needs, comprehension activities of associations, contrasting execution and contenders are sorts of difficulties which should be dealt with to get proficiency the operations and execution. These difficulties can be met with the viable nine criteria of Business Excellence Model (Kim, Kumar & Murphy, 2010). In the wake of comprehension the idea and prerequisite of the Excellency and arrival of ISO 9000 by International Organization of Standardization, the organization has executed the Business Excellence Model in business and kept up quality in the execution (Kim, Kumar & Murphy, 2010)
FrameworkThe framework of the Business Excellence Model comprises of nine criteria i.e. initiative, individuals, individuals, strategy and methodology, organization and assets, procedure, individuals results, client results, society comes about and key execution results. These criteria’s are actualized in the center business movement of Dnata’s (Mohammad, Mann, Grigg & Wagner, 2011). A guiding council was built as creating compelling initiative. Individuals’ criteria created with the recruitment of prepared and talented workers and created priceless dedicated group. With a specific end goal to work in legitimate and viable way the organization has received vital arranging and spearheading procedures with the overall qualified workers and director. This vital arranging is likewise polished in creating association and assets. The organization is produced with creating and upgrading its association and assets. The organization constantly centered on upkeep of assets likewise with a few check rundown projects and quality round.
Comment on adaption of the ModelDnata embraced the plan of action with a specific end goal to accumulate the proficiency the nature of administrations and items (Mohammad, Mann, Grigg & Wagner, 2011). The selection of the model turns into a real purpose behind the development and achievement of the organization as it interrelate all the nine significant criteria’s of the model and assesses the key execution result. This technique improved the execution of the organization in connection to fund creation, operations, trading and lending and society.
Implementation of Business Excellence ModelDnata executed Business Excellence Model in the center action of operations and administration techniques. The methodology of execution is carried out in fitting and vital way as the undertaking of actualizing Quality administration framework was allocated to the Quality Planning Department and their directors were chosen as Management agent (Mohammad, Mann, Grigg & Wagner, 2011). To create the administration, a guiding council was created under the chairmanship of Executive Vice President and office head were chosen as parts of the directing board of trustees. The methodology of approaches, strategies, targets, leading trainings, KPI, setting goals, estimation component and setting up checking were headed by quality branch of Dnata (Dincă et al,. 2010). The estimation component incorporates the capacity of inward reviews, staff gatherings and administration audits and so forth. The Quality Department created preparing projects as indicated by the prerequisites of the parts of the organization, for example, they organized exhaustive preparing system for the senior chiefs to spread mindfulness and itemized preparing projects for workers and lesser directors. There was particular preparing system intended for inside reviewers for two days. All these preparation were furnished in organization just with using ability of value offices. The preparation gives real focal point that there syllabus and timetables can be altered according to the prerequisite of the organization (Dincă et al,. 2010)
Dnata Airport Operations set its Vision, Mission and Values which serves to create its long haul heading for attaining development and achievement. These methods were actualized in the center of the Quality approach and give goals and targets which further changed into sectional, individual and after that departmental destinations. This key arranging of Quality Management System impacted workers’ conduct in an exceptionally positive way over the association. It creates “can do” mentality which conceived another society of offering data, examine their issues and openness and straightforwardness in the framework. This brought about the arrangement of (QAT) i.e. Quality Action Teams. Quality Action Teams give methodical arranged methodology to critical thinking which is focused around the idea of Quality Circles (Dincă et al,. 2010). Quality group composed and created an one day course that covers all the significant phases of critical thinking incorporates learning of different devices and methods like circumstances and end results chart, Pareto examination, streaming diagram and so on in the meantime it likewise underlines on their compelling appropriation and methodology of usage of these apparatuses. The preparation was given to workers and chiefs to make them prepared completely for the devices and procedures. The viable execution gives a few advantages to the organization in connection to fund operations, preparations, economy and society (Dincă et al,. 2010)
BenefitAfter the appropriation and execution of the Business Excellence Model, the organization is advanced with the accompanying advantages: Dnata Airport Operations has turned into the world’s first ground handler to attain ISAGO (Dincă et al,. 2010accreditation. Won a few honors and awards, for example, Dubai Quality and Appreciation system endorsement in 2004, Ground Handling Provider of the Year in 2007, 2008 and 2010 individually and a few ITP Aviation Business Awards in Airport Passenger Handling and Airport Operations Manager. The society of constant change improved engineering and operations of the organization and empower to benchmark its position in focused environment. The organization has the capacity build and swoop easily the Environment Management framework, Corporate Social Responsibility framework and Quality administration System. Dnata actualized incredible wellbeing practices to streamline their procedure over the globe (Mohammad, Mann, Grigg & Wagner, 2011). It empowers to offer astounding administrations at airplane terminals universally. It ready to gives actually progressive arrangements in ground taking care of.
Issues or challenges facedThe organization is developing as heading organization on the planet with executing center proficiency of the Business Excellence Model. To run operations effortlessly and smoothness the organization needs to face a few difficulties, for example, The significant test confronted amid the initial five years of Quality Management System was to deal with the operations from flame battling methodology of overseeing things to an organized methodology (Mohammad, Mann, Grigg & Wagner, 2011). Impact representatives to take after Sops and evading the propensity for easy routes. Overseeing Constant catch up and administration duty was likewise a real issue to occupant. Spreading mindfulness about the administration process. Documentation of remedial activities obliged heaps of endeavors to put into practice.
Solutions:Dnata utilized a few key plans and systemized procedure to over accompany the above difficulties. To lead the reliable and powerful authority organization develops controlling advisory group and selects leader of every division as the part of the board. The pioneers learn and embrace the powerful arrangement and methodology of the Business Excellence Model and received in the center administration of their operations (Mohammad, Mann, Grigg & Wagner, 2011). They used to spread mindfulness through distinctive introduction and preparing projects over the association. The high duty and conviction of pioneers drive administration methodology of Excellence model in their association and effectively actualized.
ConclusionDnata has been executing Business Excellence Model since decades and its excursion towards attaining magnificence uncovers that the greatness is attained through canny endeavors and precise arranging. The endeavors oblige vision and maintained battle to finish it. There is key arranging and insightful exertion is needed keeping in mind the end goal to actualize the Excellence display in the association else it would stay just a trendy expression. The organization voyages a long excursion that incorporates precise works on, visualizing yearly methodologies and steady refinement with concentrating on constant change.
The aforementioned methodologies and strategies were received in perspective of their significance and necessities for their business nature and consistently a lot of people new methods and capacities were centered to enhance that was beginning with QMS ISO 9001. It additionally reflects that an association striving for acquiring perfection the association ought to taking it through the methodology of key arranging till the refinements and arrangements. There are a few systems to get Excellency the operations of the organization, for example, EFQM, Six Sigma and so forth. The organization can pick the casing model according to the necessities of their administration, systems, administrations and items which suits to their inward and outer business environment.
ReferencesAsif, M., Searcy, C., Garvare, R., & Ahmad, N. (2011). Including sustainability in business excellence models. Total Quality Management & Business Excellence, 22(7), 773-786.
Dahlgaard, J. J., Chen, C. K., Jang, J. Y., Banegas, L. A., & Dahlgaard-Park, S. M. (2013). Business excellence models: Limitations, reflections and further development. Total Quality Management & Business Excellence, 24(5-6), 519-538.
Kim, D. Y., Kumar, V., & Murphy, S. A. (2010). European foundation for quality management business excellence model: an integrative review and research agenda. International Journal of Quality & Reliability Management, 27(6), 684-701.
Mohammad, M., Mann, R., Grigg, N., & Wagner, J. P. (2011). Business Excellence Model: An overarching framework for managing and aligning multiple organisational improvement initiatives. Total Quality Management & Business Excellence, 22(11), 1213-1236.
Olaru, M., Dinu, V., Stoleriu, G., Sandru, D., & Dincă, V. (2010). Responsible commercial activity of SMEs and specific values of sustainable development in terms of the European excellence model. Amfiteatru Economic, 12(27), 10-26.
Dixon v. Alabama State Board of Education
Case Brief
Student’s Name
Date
Citation: Dixon v. Alabama State Board of Education
Topic: Students Expulsion for misconduct
Relief Sought: Students sought to find out if due process required an opportunity for hearing and due process before expelling students at a tax supported college for misconduct.
Issues: (1) Did the expulsion letters contain the specific reason for their expulsion? (2)Were the students taken through due process before expulsion? (3) Did the students receive any formal charges before their expulsion? (4) Was any of the students granted a hearing prior to their expulsion?
Facts: Six negroes formerly students at Alabama State College brought the case where they sought permanent and preliminary injunction restraining the Alabama State Board of Education and its individual members who included the governor from interfering, obstructing and preventing their right to attend the Alabama State College. The question presented in their evidence and pleadings was whether there was a need for due process and an opportunity to be heard before they were expelled (Kern and David, 2011).
Findings of the Trial Court: The court dismissed their application asserting that the courts have always upheld the legality of regulations that give colleges the right to expel students without notice and without revealing the reasons for their expulsion if this is meant to generally benefit the institution (Kern and David, 2011).
Reasoning: The right to attend a public college is not enshrined in the constitution. The state board on education which is the governing board in this case has the mandate to establish rules and regulations that govern any institution under its care (Kern and David, 2011).
Citation: Griggs v. Duke Power
Topic: Conditions of employment
Relief sought: Employees brought action to challenge their company’s requirement that they must possess a high school diploma or must pass intelligence tests in order to be employed or get job transfers in the company.
Issues: (1) Were these new requirements directed at or intended to assess the capacity to learn to do specific jobs? (2) Is it lawful for employers to segregate their employees on account of their race? (3) Are employers permeated in law to use any professionally developed ability testto evaluate their employees?
Facts: The Company’s former racial discrimination policy had ended. The Title 7 of the 1964 Civil Rights Act was only prospective it thus did not get to the previous discrimination (Kern and David, 2011).
Findings of the Trial: The Appeals court in part reversed rejecting the fact that discrimination stemmed from the company’s past practices but agreed with the appellate judges that the adoption of test and diploma requirements was not discriminatory in nature.
Reasoning: The use of test and diploma requirements was lawful in nature and just because a handful of Negros was found not to be capable it does not mean that it was discriminatory in nature. The Title 7 of the 1964 Civil Rights Act necessitates the elimination of unnecessary, artificial and arbitrary barriers to employment that resentfully operate to segregate on the basis of race. If an employment practice that excludes negroes cannot be found to be related to job performance it is forbidden in spite of any lack of discriminatory intentions. The act does exclude the use of measuring or assessment procedures but it proscribes the provision of a controlling force except if they are found to be related to employees’ job performance (Kern and David, 2011).
Citation: Kenai Peninsula SD v. Kenai Peninsula Education Association
Topic: Labor Law
Issues: (1) Were the teachers relieved from their non professional jobs? Did thae teachers have elementary planning time? (3) W were the class sizes?
Facts: The teachers associations sued their school districts to oblige them to enter a collective bargaining that was to be in good faith. Amongst other things the teachers requested for a 45 minutes allocation to their planning period. This was to be used during a day’s academic portion. However, this presented an extra complication. It was to be decided on whether as an issue of educational policy elementary school children should be taught by one teacher the entire day or they were old enough to be taught by different teachers.
Findings of the trial Court: Number of hours worked, salaries, leave time and fringe benefits are negotiable. The legislature had no intentions of letting these items to be bargained. The legislature should thus consider to provide in the future more specific guidance on several issues that the union sought to negotiate through enactments.
Reasoning: Section14 Chapter 20/.610 does not provide any power to the school boards to make final decisions on policies. On the other hand if teachers unions are allowed to bargain on issues to do with educational policy it is believed that the school boards autonomy would be seriously eroded. This will in the end be a threat to appointed officers and elected government officials to subject themselves to their authority. This means that school administrators and boards would not be able to effectively perform their duties in lie with public interest (Kern and David, 2011).
References
Kern Alexander and David Alexander M. (2011). American Public School Law, Cenagage Learning: London.
Divorce and children
Topic: Divorce and children
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Divorce and children
Abstract
Divorce is the parting of a married couple. It is accepted by law to terminate the marriage. Divorce in itself is detrimental to the family and has a great impact on the children. It affects the family in many ways. The causes of the divorce are always painful memories and cause chaos in the family. A couple may agree or disagree to file for divorce where the court decides on the terms and conditions of their separation such as sharing property. Research shows that most cases of divorce are common to many divorcing couples. However, they are not associated with the financial status, race, lifestyle, religion, education background or careers. In all cases, divorce has mental and psychological effect to the children and affects their future life.
Introduction
Effects of divorce on children
Divorce affects both small kids and those in their adolescent stage. The effects range from academic work, dependency, their behavior and can be long term or short term. Divorce, move in to new households with therefore has a high negative effect in the life of a child and will greatly affect their normal way of doing things. The memory of seeing their parents fight and their love drain away is so tormenting and tears down their hope of a good family. Children of any age lose the happiness of life due to lack of either the father or mother care (Pickhardt, 2011).
School going children will have a hard time responding to their class work as they will be mentally disturbed. They begin to fail in exams and life in school becomes difficult for them. Education is of essence to any child and lack of it makes him have a poor understanding of life and unable even to associate with people. Poor upbringing of any child due to divorced parents will make school life hell for the child as he or she will have mental problems. The child will be stressed up and may even face stigma as a result of this problem. (Weiner & Craighead, 2010)
Divorce increases the dependency rate of children on one hand and for the adolescent it challenges them to begin being independent. The children may depend much on one parent and leave the other as they will be living in different households. The small children will not have full parental care from both parents and their social life with them will be low. Some parents who after divorce leave their children on their own will prompt the children to seek primary needs and care from their relatives. Divorce burdens the parents and relatives of the children. It also breaks the trust and hope of children depending any more on their parents if that parent is not financially stable (Pickhardt, 2011)
A child’s performance will greatly be affected and change adversely with time as a result of divorce. The child feels neglected and become stressed up. He or she develops mental problems that will be solved by good parental guidance, though impartially because of lack of the other parent. It is hard to persuade the child that the problem will end soon and for that matter, he or she goes on to live a stressed life. Lack of this enough parental care and guidance will result to the child being a bother to the one parent; he or she may start to disrespect the parent. The child changes character and becomes uncontrollable. He or she develops poor values such as dishonesty, lack of love and immortality and become aggressive and anxious about things. They face problems such as loss of appetite, anger, sadness, indulge in alcohol and drug abuse, sleep a lot and have an oppositional behavior (Pickhardt, 2011)
Children encounter problems that can affect them in the short run or for a longer period, depending on their understanding of the divorce. If the parents, teachers, relatives or close friends are unable to change their understanding and help them transit from that problem their effect will be mild. Some children live with anger and wrath towards their parents and still find it difficult to let go that memory. Others develop psychological effects due to lack of good counseling and others who ignore the psychological therapy given by the parent, teacher or relatives. The meeting also makes the young ones feel depressed for so long, live with their childhood sorrow and loss self esteem. Boys find it hard to have good interactions with their male friends due to lack of the fatherly care and love. Girls develop an urge of being loved by a man due to lack of the father relationship in their childhood. Vulnerability, neediness, alcohol and drug abuse are common to the kids due to lack of good parenting. (Schroeder & Gordon, 2002)
The short term effects of the children affected by divorce are always traumatizing. It is at this period that the child is healing from loss of one parent being close to him or her as it was before the divorce. The dependency rate of the child is on the rise and greatly relies on a single parent whom they live with. The child is always depressed, others are always sleeping, bed wetting, sad, angry, loose self esteem and mental illness. School children start to fail in school work and find it hard to adapt. They always lose hope for the future and think that if they enter into love relationships their case will be similar. (Pickhardt, 2011)
Parents after divorce will always want to get back together and will always have a push pull game between them. Parents will want each partner to assist in raising a child and in most cases this does not happen. The parents will involve their children in their marriage conflict where they send a child for support from the other parent. The child begins to be in a dilemma of who should provide the help when the other is not in a position to. The mother and father of these young ones also begin to have conflict with the child due to high dependency (Buck, 2011)
Effects of divorce to parents
Mothers are the most affected of all marriage conflicts. They have to be there at all times for the kid and give him or her necessary care. She faces a new way of life as she has separated ways with her husband. She has to find a new household and live separately with the person she loved. Mothers’ economic positions are always not at their best and sustaining children alone after divorce becomes a problem. The mother faces a lot of demands from her children and the best way she copes with them by maintaining a good relationship with them dictates their future. She is also tasked with having a close connection with the father, though not as was earlier, but for the sole reason of raising the children. She at times has to seek the services of a step mother to take care of her children and other children the man may have left her with. Research shows that mothers in married families show great love and care than those who have separated and divorced. Mothers have to deal will the anger, hatred, depression and disappoint that they have faced as a result of marriage breakup. They have low esteem due to loss of love, care and sexual satisfactions from their ex husbands (Wallerstein et al, 2014)
Father as the head of the families also face .problems as a result of the marriage break up. They lack the wife love and care and at times go out to search for a new catch to suit their sexual urges. Some fathers are left to take care of the children and have to live with them and provide for all their needs. They move into new households with them where children are anxious and aggressive to receive care and enjoy life. During the time of divorce, he has to give part of the property to wife to cater for her needs and that of children in case they are left under her custody.
Research for mediation
In the mediation talks, many conflicting families have an intermediary who will be sent to deliver information to the parents. Unbiased intermediary will always be there to help the parents either get back together or be there to assist in raising the children. Mediation improves the state of crisis as the children will be well raised and taken care of. It is a good alternative to always be attending court hearings for the divorce and prevent parents from competing. In some countries mediation is a must and others, it’s on a voluntary basis. Voluntary action by parents to take care of the children is in most cases not common. Parents find it hard to have any more close contact and the love and warmth for their children ends. The presence of an intermediary will be felt if he or she is strict enough to ensure that the parents obligate their duties in caring for their children.
Parents who have volunteered to take care of the children will always find their children happy. If the parents do not argue they will even be happier. It is easy for the parents to take care of their children out of their own will after divorce than when it is mandatory. The probability of parents returning to court as a result of arguing is minimal. Parents will have had new ways of solving conflicts and may easily get back together. They will always visit their children and give tender care and support even though divorced. However, the pains and emotional effects of the divorce are not easily deleted from the parent’s minds. (Dillon & Emery, 1994)
Involuntary court ordered mediation is evident in some countries in the event couple divorces. The parents have to enter into a contract and agree on how to take care of the children. The court will make a rule on property sharing and visiting and providing complete feel it is necessary so support for the children. A third party involved will ensure that the parents deliver the agreed terms and promises. The parent’s ability to reach an agreement even in the presence of an fair third person is futile and not always fruitful. The parents still feel disappointed, depressed and stressed up thus find it difficult to come in terms even with legal matters. Children will always feel not at ease and not well cared for since parents must be pushed to the wall to realize their obligations. On one hand others think it is needed so that they can be questioned in case they do not provide the support and care required from them. The probability of returning to court due to the ordered medication is high. The parents will have the emotional problems and neglect their duties of caring for their siblings. (Dillon & Emery, 1994)
Research for divorce settled in court
The couples always have a negative and repulsive feel towards one another. The love dies away and feels detached to the other partner. The strains between the two partners affect the children adversely and they begin to lose hope even for their future love relationships. The pulling between these two parents cause the children to be in a dilemma as they don’t know who among the two should they love more or depend on more. The children lacking support from any of their parents makes them want to choose one whom they will depend on the rest of their life. Court orders are to be followed maximally and failure means imprisonment or fines to the noncompliant person. Young ones will always be victims of divorce and have mental problems as a result. Court orders make children despise the action of their parents as they face an ugly court battle when the parents argue and end the love they already had instilled. Bad action of the parents such as not fully supporting the child makes him or her stressed up and the child may abandon the parent for good (Buck, 2011)
Research validity
Research findings show that when parents get divorced, there is inconsistency in the love and care provided for their children. Research also shows that parents who do not live with their children make arrangements to often visit them and this has a psychological benefit to them. However, parents after divorce and experience with the children show little care and love. There are two groups involved in mediation talks, the between –group and the mediation-group parents. In the between-group, this involved the third person shows that divorced parents using mediation bring good results and benefits to their children that using the court to settle the case. On the other hand, the mediation-group of parents shows that the two parents want the best for their children. They often visit them and talk about the children issue. Using the litigation way to solve the dispute shows that parents were not concerned with the future of their children and could provide little support. (Dillon & Emery, 1994)
Conclusion
The children will have a change in behavior brought about by their divorced parents. Living with this memory cause mental disorder and the children even drops in academic performance. He or she begins to have trauma, depression and stress, sleeping a lot, bed wetting and anxiety. Parents will seek to have new marriage partners which will greatly affect the life of the children they will now have step parents who in most cases treat them badly. In the long run children may indulge in drugs, never get married due to disappointment caused by their parent’s marriage. The girls, for example, may seek to get married earlier to receive love and care from men, which they didn’t receive from their father. Boys lose the interpersonal relationship with male age mates. Parents act badly in front of their children who make them despise and abandon them. Divorce generally put children at risk of depression and mental disorder as they are unable to cope with the situation without both parents being there for them. Parents will face financial problems when caring for the kids as compared to when they were legally married. They take long to accept the situation and live with mental crisis and guilt for filing a divorce and leaving the children to suffer. Divorce also creates resentment and bitterness to the parents. (Dillon & Emery, 1994)
References
Dillon, P. A., & Emery, R. E. (1994) Divorce mediation and resolution of child custody disputes: Long-term effects. American Journal of Orthopsychiatry, 66, 131-140.
BUCK, N. (2011). Peaceful parenting Psychology Today, 1, 100
Schroeder C. & Gordon, B. (2002) Assessment and treatment of childhood problems: a clinician’s guide. New York: Guilford Press.
Pickhardt, c. (2011) surviving (your child’s) Adolescence Psychology Today, 1, 16
Wallerstein, Judith; Lewis, Julia; Packer Rosenthal, Sherrin, (1994) Mothers and their children after divorce: Report from a 25-year longitudinal study.
Psychoanalytic Psychology, Vol 30(2), Apr 2013, 167-184.
Weiner, I. & Craighead, W. (2010) The Corsini encyclopedia of psychology Hoboken, NJ: Wiley.