A Study on Employee Job Satisfaction In Call Centres with reference to Bangalore

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  • 8/14/2019 A Study on Employee Job Satisfaction In Call Centres with reference to Bangalore

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    IB\PGL^F\IGB

    \mn fdjj fnb|pn ibl~v|py ib Iblid pnanpv |g |mn vnpqifnv

    g~|vg~pfibh ibl~v|py fd|npibh |g odibjy xnv|npb gsnpd|igbv ga

    OBFv"

    \mn vnf|gp xi|bnvvnl fgbvilnpd`jn df|iqi|y l~pibh 033>/

    31* ibfj~libh d pdosibh ~s ga gsnpd|igbv `y odegp Iblidbv dbl

    OBF sjdynpv dbl v|nssnl ~s mipibh"

    D jndlibh ^K/@dvnl pnvndpfm dhnbfy iblifd|nv |md| 18/80.

    ga fgv|v |g fdjj fnb|pnv gsnpd|ibh ib |mn ^V'^K dpn lipnf|jy

    jibknl |g odb sgxnp fgv|v" Iblid gb |mn g|mnp mdbl vsnblv gbjy

    66/

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    liv|pi`~|igb vyv|no" \miv iv fjgvn* `~| i| iv pndjjy o~fm ogpn

    |mdb |md|" Fdjj fnb|pnv fdb `n dby ga |mn agjjgxibh*M~hn

    |njnodpkn|ibh fnb|pnv*A~bl/pdivibh dbl fgjjnf|igbv

    gphdbiud|igbv* Mnjs lnvkv* `g|m ib|npbdj dbl

    n}|npbdj*G~|vg~pfnpv -`n||np kbgxb dv vnpqifn `~pnd~v) |md|

    ~vn |mnip jdphn fdsdfi|y |g vnpqn jg|v ga fgosdbinv*Pnvnpqd|igb

    fnb|pnv agp dipjibnv dbl mg|njv*Fd|djgh~n pn|dijnpv*"N/|dijibh"

    fnb|pnv dbl n/fgoonpfn |pdbvdf|igb fnb|pnv |md| lgb(| mdbljn

    fdjjv vg o~fm dv d~|god|nl f~v|gonp ib|npdf|igbv

    Fdjj fnb|pnv dpn hnbnpdjjy vn| ~s dv jdphn pggov* xi|m

    xgpkv|d|igbv |md| ibfj~ln d fgos~|np* d |njnsmgbn vn| -gp

    mndlvn|) mggknl ib|g d jdphn |njnfgo vxi|fm dbl gbn gp ogpn

    v~snpqivgp v|d|igbv" I| ody v|dbl `y i|vnja* gp `n jibknl xi|m

    g|mnp fnb|pnv" I| ody djvg `n jibknl |g d fgpsgpd|n ld|d

    bn|xgpk* ibfj~libh odibapdonv* oifpgfgos~|npv dbl JDBv"

    Ibfpndvibhjy* |mn qgifn dbl ld|d sd|mxdyv ib|g |mn fnb|pn dpn

    jibknl |mpg~hm d vn| ga bnx |nfmbgjghinv fdjjnl F\I* gp

    Fgos~|np \njnsmgby Ib|nhpd|igb"

    Ib g|mnp xgplv d fdjj fnb|pn iv d ~bi| |md| mdv dlnt~d|n|njnfgo adfiji|inv* |pdibnl fgbv~j|db|v* dffnvv |g xgpjlxiln

    ld|d`dvnv dbl mnjsv |g spgqiln ibagpod|igb v~ssgp| |g

    f~v|gonp" \ysifdjjy d f~v|gonp fdjjv d b~o`np* xmifm iv |gjj apnn

    dbl iv dvviv|nl `y |mn fgbv~j|db|" \mn gsnpd|gp fdb dffnvv |mn

    ld|d`dvnv dbl hiqnv |mn pnvsgbvn" \miv iv d qnpy ~vna~j and|~pn

    ib dipjibn pnvnpqd|igbv* mg|nj pnvnpqd|igbv* `dbkibh vnpqifnv*

    0

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    |nfmbgjghy vgj~|igbv* n|f" \mn dpndv* xmifm dpn dllpnvvnl `y

    fdjj fnb|pnv* ibfj~ln vdjnv v~ssgp|* dipjibn'mg|nj pnvnpqd|igbv*

    |nfmbifdj t~npinv* `dbk dffg~b|v* fjinb| vnpqifnv* pnfniqd`jnv*

    |njn/odpkn|ibh* odpkn| pnvndpfm* n|f"

    \mn dlqdbfnv odln ib |njnfgo nbv~pn |md| |mn snpvgb

    xmg iv mdbljibh |mn fdjj fdb `n dbyxmnpn* spgqilnl |md|

    fgoo~bifd|igb dbl ib|npdf|igb lionbvigbv dpn mdbljnl

    spgsnpjy" D| |ionv* fdjj fnb|pnv dpn vn| ~s agp ib|npbdj ~vn djvg*

    nvsnfidjjy ib fgbhjgonpd|nv xmnpn |mn lnodbl ga ib|npbdj

    f~v|gonpv iv qnpy jdphn"

    \mn @dfkhpg~bl

    Fdjj fnb|pnv xnpn aipv| pnfghbiunl dv v~fm ib |mnip jdphnv|

    ibfdpbd|igbv5 dipjibn pnvnpqd|igb fnb|pnv* fd|djgh~n gplnpibh

    fgosdbinv* fgbv~onp/gpinb|nl spg`jno vgjqnpv" ^b|ij |mn ndpjy

    4993v* gbjy |mn jdphnv| fnb|pnv dfpgvv |mn hjg`n fg~jl daagpl

    |mn ibqnv|onb| ib |nfmbgjghy |md| djjgxnl |mno |g mdbljn m~hn

    qgj~onv" Ogpn pnfnb|jy* xi|m |mn lnqnjgsonb| ga JDB/`dvnl

    vxi|fmnv* ib|npbn|/`dvnl |pdbvdf|igb spgfnvvibh* fjinb|'vnpqnp

    vga|xdpn vyv|nov* dbl gsnb smgbn vyv|nov* dby fdjj fnb|pn fdb

    mdqn db dlqdbfnl fdjj mdbljibh dbl f~v|gonp odbdhnonb|

    vyv|no* nqnb lgxb |g |nb dhnb|v gp jnvv"

    Dv fgosdbinv mdqn jndpbnl |md| vnpqifn iv |mn kny |g

    d||pdf|ibh dbl odib|dibibh f~v|gonpv -dbl mnbfn* pnqnb~n)*

    6

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    |mn fgoogb snpfns|igb ga |mn fdjj fnb|pn mdv fmdbhnl" Ib vgon

    ibl~v|pinv -fd|djgh~n pn|dijibh* aibdbfidj vnpqifnv* mgvsi|dji|y) d

    fdjj fnb|pn iv |mn liaanpnbfn `n|xnnb `nibh ib `~vibnvv dbl bg|

    `nibh ib `~vibnvv" Ib g|mnp ibl~v|pinv -fd`jn |njnqivigb* ~|iji|inv)

    fdjj fnb|pnv mdqn `nnb |mn fnb|pnsinfn ga fgpsgpd|n d||nos|v |g

    t~ifkjy gqnpmd~j vnpqifn dbl iospgqn |mnip iodhn" I|(v d

    v|pd|nhif dvvn| |md| fgosdbinv fdb ~vn |g iospgqn |mnip

    f~v|gonp pnjd|igbvmisv* dbl ogpn iosgp|db|jy* |g jndpb ogpn

    d`g~| |mnip f~v|gonpv* dbl |mnpnagpn vnpqn |mno `n||np" \miv

    iospgqnv |mn `g||go jibn" Fdjj fnb|pnv mdqn nqgjqnl apgo fgv|

    fnb|pnv |g spgai| fnb|pnv"

    Gpihibv ga |mn Fdjj Fnb|pn Ibl~v|py

    Dpg~bl 63 yndpv dhg ib |mn ^VD* |mn |pdqnj dbl mgvsi|dji|y

    ibl~v|py `nhdb |g fnb|pdjiun |mnip pnvnpqd|igb fnb|pnv ib|g xmd|

    xn xg~jl pnfghbiun bgx dv m~hn fdjj fnb|pnv" \miv mdssnbnl d|

    dpg~bl |mn |ion |mn aipv| jdphn/vfdjn mihm/qgj~on spnoivn/

    `dvnl |njnsmgbn vxi|fmnv `nfdon dqdijd`jn"

    @dbkv mdqn djvg ~vnl |mno vibfn |mn 4983v d| jndv|* dbl

    jd|np ib |md| lnfdln* xi|m |mn pivn ga |mn fd|djgh~n vmgssibh

    ogqnonb| dbl g~|`g~bl |njnodpkn|ibh* fdjj fnb|pnv `nfdon d

    v|dsjn xi|mib odby ibl~v|pinv" Ndfm ibl~v|py* mgxnqnp* mdl i|v

    gxb xdy ga gsnpd|ibh fnb|pnv* i|v gxb v|dbldplv agp t~dji|y*

    dbl i|v gxb spnanppnl |nfmbgjghinv" \miv |pnbl snpviv|nl ~b|ij

    ndpjy ib |mn 4993v* xmnb fdjj fnb|pn odbdhnpv `nfdon ogpn

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    pnfghbiunl dv mdqibh d fgbviv|nb| vn| ga vkijjv dbl db

    gsnpd|igbdj kbgxjnlhn"

    \nfmbgjghifdjjy vsndkibh* fdjj fnb|pnv mdqn dlqdbfnl ib

    |mn jdv| |nb yndpv" Ndpjinp* i| xdv e~v| d jd`g~p ib|nbviqn

    lnsdp|onb| |pyibh |g mdbljn vgon f~v|gonp t~npinv" Bgx* i| iv

    v~ssgvnl |g `n d qi|dj jibk ib |mn nb|ipn spgfnvv ga odpkn|ibh

    dbl iospgqibh f~v|gonp ib|npdf|igb" ^bjikn db dipjibn

    pnvnpqd|igb xmnpn |mn t~npinv dpn hnbnpdjjy viosjn dbl ndvy |g

    mdbljn* pnt~ipnonb|v ga d |nfmbgjghy f~v|gonp v~ssgp| dpn

    liaanpnb| dbl bnnl |nfmbifdj kbgxjnlhn" D spn pnt~ivi|n agp dby

    fdjj mdbljibh snpvgb iv n}|pnonjy hggl f~v|gonp pnjd|igbvmis

    vkijjv dbl fgoodbl gqnp jdbh~dhn' dffnb|"

    \mn @dvif Fgosgbnb|v

    \mn `dvif fgosgbnb|v ga d fdjj fnb|pn dpn fgos~|npv*ib|npdf|iqn qgifn pnvsgbvn vyv|nov* NSD@] dbl db d~|god|if

    fdjj pg~|np" \mn ndpjinp dlgs|npv ga fdjj fnb|pnv xnpn d`jn |g

    pnl~fn |mn fgv| ga vdjnv* `nfgon ogpn pnvsgbviqn |g |mnip

    f~v|gonp pnt~ipnonb|v dbl |m~v hn| d fgosn|i|iqn nlhn"

    \ysnv ga Fdjj Fnb|pnv

    Fdjj fnb|pnv fdb `n ga liaanpnb| |ysnv" D pnhigbdj fdjj

    fnb|pn iosjinv |md| d fnb|pn ib Donpifd |g mdbljn Donpifd*

    N~pgsn |g mdbljn N~pgsn dbl d fnb|pn ib Vg~|m Ndv| Dvid dbl

    D~v|pdjid |g mdbljn Dvid" \miv nbd`jnv vgon nfgbgoinv ga vfdjn

    `~| l~sjifd|igb ga naagp|v fdb oibioiun gsnpd|igbdj naaifinbfy"

    \mn g|mnp gs|igb iv |g mdqn d hjg`dj fdjj fnb|pn xmnpn djj fdjjv

    >

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    dfpgvv |mn hjg`n dpn mdbljnl" \miv pnv~j|v ib |pnonblg~v

    nfgbgoinv ga vfdjn* xmifm iv pndjjy fgv| naanf|iqn" V~fm d fnb|pn

    fdbbg| daagpl dby lgxb|ion `nfd~vn ga jdfk ga `dfk ~s"

    \mn jd|nv| qnpvigb ga fdjj fnb|pn iv d hjg`dj ib|njjihnb|

    bn|xgpk* d fnb|pdjiunl ld|d`dvn xi|m dlqdbfnl fdjj mdbljibh

    adfiji|inv* odbdhibh d |ysifdj nbl/|g/nbl vnpqifn" \mn bn|xgpk iv

    vspndl dfpgvv |mn hjg`n xi|m jgfdj pnvg~pfnv |dssibh i|" \miv

    pnt~ipnv |nfmbifdjjy t~djiainl odbsgxnp |g odib|dib |mn

    `dfk`gbn dbl |njnfgo ibapdv|p~f|~pn odbdhnonb| vkijjv" \miv

    hjg`dj ib|npbdj bn|xgpk djjgxv dffnvv |g xgpjlxiln v|daa dbl

    d`iji|y |g od|fm jdbh~dhnv* vkijjv dbl pnvg~pfnv" \miv iv |mn aipv|

    v|ns |gxdplv d hjg`dj qip|~dj fdjj fnb|pn"

    Ib|npdf|iqn Qgifn Pnvsgbvn -IQP) mdv `nnb |mn ogv|vihbiaifdb| spgl~f|iqi|y hdib" 83 / =3. ga fdjjv fdb `n mdbljnl

    xi|mg~| dhnb| ib|npqnb|igb* xmifm mnjsv pnl~fn gsnpd|ibh fgv|v"

    Ib vgon n}|pnonjy fgosn|i|iqn odpkn|v jikn aibdbfidj vnpqifnv*

    dipjibnv* n|f"* IQP vyv|nov iv d bnfnvvi|y"

    Ib`g~bl dbl G~|`g~bl Fnb|pnv

    Db ib`g~bl fnb|pn iv gbn |md| mdbljnv fdjjv fgoibh ib apgo

    g~|viln* ogv| ga|nb |mpg~hm |gjj apnn b~o`npv" \mnvn fdjjv dpn

    spiodpijy vnpqifn dbl v~ssgp| fdjjv* dbl ib`g~bl vdjnv"

    Db g~|`g~bl fnb|pn iv gbn |md| lgnv odibjy g~|hgibh

    |njnodpkn|ibh"

    1

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    Ib`g~bl iv |mn `ihhnv| fgosgbnb| ga fdjj fnb|pn |pdaaif |mnvn

    ldyv* |mg~hm snpqnpvnjy* g~|`g~bl pnspnvnb|v |mn dpnd ga

    jdphnv| spgenf|nl hpgx|m ib |mn bn}| anx yndpv" Ib |p~|m* |mn

    odegpi|y ga fnb|pnv fgb|dib vgon njnonb| ga `g|m ib`g~bl dbl

    g~|`g~bl"

    BNNL AGP \MN V\^LY

    Og|iqd|nl xgpk agpfn iv db dvvn| ga dby gphdbiud|igb"

    Nqnb oibgp livfgb|nb|onb| ga xgpkagpfn fdb `n d||pi`~|nl ibhnbnpdj vfinbfn |g livvd|ivadf|igb ib xgpk dbl |mn gphdbiud|igb

    xmnpn |mn xgpk iv lgbn" Dby spg`jno fgbbnf|nl xi|m |mn

    m~odb pnvg~pfn dvv~onv sdpdog~b| vihbiaifdb| dbl vmg~jl `n

    |pnd|nl dbl mdbljnl ib d fdpna~j vnbvn" Jnvv eg` vd|ivadf|igb

    ibqgjqn d fgbvilnpd`jn jgvv |g |mn nb|npspivnv* `nfd~vn jdfk ga

    eg` vd|ivadf|igb ib db gphdbiud|igb ody vmgx ~hjy vyos|gov

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    v~fm dv spgl~f|igb jgvvnv* pnl~fnl spgai|v* dbl fmdbhnv ib xgpk

    vfmnl~jn* ~blnp ~|ijiud|igb ga sjdb| fdsdfi|y* ibfpndvn ib xdhn

    pd|n* jgvv ga odb sgxnp* aibdbfidj jgvvnv n|f"" \mn v~ffnvv ga

    odbdhnonb| iv odbdhibh odbsgxnp a~jjy `y odkibh qi|dj

    v|nsv |g oibioiun nosjgynnv livvd|ivadf|igb" \mn spnvnb|

    v|~ly iv d m~o`jn d||nos| |g dbdjyun nosjgynn eg` vd|ivadf|igb

    ib fdjj fnb|npv"

    VFGSN GA \MN V\^LY

    Dpg~bl 9>*333 dpn n}snf|nl |g `n dllnl |g |mn nqnpibfpndvibh fdjj fnb|np xgpk agpfn ib Iblid" \mn vihbiaifdbfn ga

    ~blnpv|dblibh |mn pndvgbv agp nosjgynn livvd|ivadf|igb iv

    ibfpndvibh bgx d ldyv dv |mn d||pi|igb pd|n ib qgifn fdjj fnb|pnv

    v|dbl d| d v|dhhnpibh 6>."

    =

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    \m~v |mnpn jinv |mn bnnl agp ~v |g nqdj~d|n |mn pndvgbv gp

    adf|gpv xmifm dpn fd~vibh livvd|ivadf|igb |g |mnvn nosjgynnv

    dbl |mnpn`y ibfpndvibh |mn jd`gp |~pbgqnp pd|n"

    Djvg vibfn jg|v ga spnvnb| ldy yg~|m dpn `nibh fmdvnl `y

    o~j|i/bd|igbdj fgosdbinv |g nosjgy |mno ib |mnip fdjj fnb|pnv"

    \mn pnv~j| gp aiblibhv ga |miv spgenf| xijj mnjs |mn a~|~pn

    hnbnpd|igb gp `d|fmnv ga fdjj fnb|pn eg` dvsipdb|v |g ~blnpv|dbl

    |mn vd|ivadf|igb jnqnj ga nosjgynnv ib |miv vnf|gp"

    G@ENF\IQNV GA \MN V\^LY

    Spiodpy g`enf|iqn5

    \g aibl g~| |mn nosjgynn eg` vd|ivadf|igb ib fdjj fnb|npv

    9

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    Vnfgbldpy g`enf|iqnv5

    4" \g ilnb|iay |mn adf|gpv |md| ibaj~nbfn eg` vd|ivadf|igb ib fdjj

    fnb|npv"

    0" \g aibl nosjgynnv vd|ivadf|igb |gxdplv vdjdpy"

    6" \g aibl ia |mny dpn ~blnp v|pnvv"

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    Vdosjibh lnvihb

    \mn ~biqnpvn iv vgonxmd| aibi|n xi|m pnhdpl |g fdjj fnb|pn

    nosjgynnv sgs~jd|igb ib |mn fi|y fmgvnb agp |mn v|~ly i"n"

    @dbhdjgpn" \mnpn dpn dpg~bl 439*>33 nosjgynnv ib

    @dbhdjgpn xgpkibh ib fdjj fnb|pnv"

    Vdosjibh |nfmbit~n

    \mn vdosjibh |nfmbit~n ~vnl agp |miv v|~ly iv fgbqnbinbfn

    vdosjibh"

    Vdosjibh viun

    \mn vdosjn viun fmgvnb agp |miv v|~ly iv 433 pnvsgblnb|v"

    On|mgl ga ld|d fgjjnf|igb

    \mn vnfgbldpy ld|d agp |miv ld|d xdv fgjjnf|nl apgo

    qdpig~v vg~pfnv jikn ib|npbn| dbl odhduibnv gp eg~pbdjv"

    \mn spiodpy ld|d xdv fgjjnf|nl xi|m |mn mnjs ga d

    t~nv|igbbdipn xmifm xdv hiqnb |g 433 pnvsgblnb|v"

    \ggjv ~vnl agp ld|d dbdjyviv \mn v|d|iv|ifdj |ggjv ~vnl agp dbdjyviv ga ld|d xnpn

    snpfnb|dhn dbdjyviv dbl Fmi/Vt~dpn \nv|"

    44

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    Jioi|d|igbv

    \mn v|~ly xdv pnv|pif|nl |g @dbhdjgpn fi|y l~n |g |ion fgbv|pdib|v dbl

    mnbfn |mn pnv~j|v fdbbg| `n hnbnpdjiunl |g djj fi|inv"

    L~n |g |ion fgbv|pdib|v |mn vdosjn viun xdv pnv|pif|nl |g 433"

    Odby ga |mn pnvsgblnb|v xnpn `idvnl |gxdplv |mn pnvsgblnb|v"

    40

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    Mihm D||pi|igb Pd|n5 D @ih Fmdjjnbhn

    Lnaibibh d||pi|igb5 D pnl~f|igb ib |mn b~o`np ga nosjgynnv

    |mpg~hm pn|ipnonb|* pnvihbd|igb gp lnd|m

    Lnaibibh D||pi|igb pd|n5 |mn pd|n ga vmpibkdhn ib viun gp b~o`np

    46

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    Ib|pgl~f|igb5 Ib |mn `nv| ga xgpjlv* nosjgynnv xg~jl jgqn |mnip

    eg`v* jikn |mnip fgxgpknpv* xgpk mdpl agp |mnip nosjgynpv* hn|

    sdil xnjj agp |mnip xgpk* mdqn dosjn fmdbfnv agp dlqdbfnonb|*

    dbl ajn}i jn vfmnl~jnv vg |mny fg~jl d||nbl |g snpvgbdj gp

    adoijy bnnlv xmnb bnfnvvdpy" Dbl bnqnp jndqn"

    @~| |mnb |mnpn(v |mn pndj xgpjl" Dbl ib |mn pndj xgpjl*

    nosjgynnv* lg jndqn* ni|mnp `nfd~vn |mny xdb| ogpn ogbny*

    md|n |mn xgpkibh fgbli|igbv* md|n |mnip fgxgpknpv* xdb| d

    fmdbhn* gp `nfd~vn |mnip vsg~vn hn|v d lpndo eg` ib dbg|mnp

    v|d|n" Vg* xmd| lgnv djj |md| |~pbgqnp fgv|7 Dbl xmd|

    nosjgynnv dpn jiknjy |g mdqn |mn mihmnv| |~pbgqnp7 Xmg iv jiknjy

    |g v|dy |mn jgbhnv|7

    @dfkhpg~bl ga dp|ifjn

    \mn I\ nbd`jnl vnpqifnv -@SG) ibl~v|py iv `nibh jggknl ~sgb dv|mn bn}| `ih nosjgyonb| hnbnpd|gp -Bdvvfgo spnlif|v 4"4

    oijjigb eg` pnt~ipnonb| `y |mn yndp 033=)" I| iv mgxnqnp bg

    ndvy |dvk agp db MP odbdhnp ib |miv vnf|gp |g `pilhn |mn nqnp

    ibfpndvibh lnodbl dbl v~ssjy hds ga spganvvigbdjv" ^bjikn miv

    vga|xdpn ibl~v|py fg~b|npsdp|* |mn @SG MP odbdhnp iv bg| gbjy

    pnt~ipnl |g a~jaijj |miv pnvsgbvi`iji|y* `~| djvg aibl |mn pihm| kibl

    ga sngsjn xmg fdb knns sdfn xi|m |mn ~bit~n xgpk sd||npbv ib

    |miv ibl~v|py" Dllibh |g |miv iv |mn ivv~n ga odib|dibibhfgbviv|nbfy ib snpagpodbfn dbl knnsibh |mn og|iqd|igb jnqnjv

    mihm* lnvsi|n |mn ogbg|gbg~v xgpk" \mn |g~hmnv| fgbfnpb agp

    db MP odbdhnp iv mgxnqnp |mn mihm d||pi|igb pd|n"

    Ib Iblid* |mn dqnpdhn d||pi|igb pd|n ib |mn @SG vnf|gp iv

    dsspg}iod|njy 63/6> snpfnb|" I| iv |p~n |md| |miv iv adp jnvv |mdb

    |mn spnqdjnb| d||pi|igb pd|n ib |mn ^V odpkn| -dpg~bl 83snpfnb|)* `~| |mn fmdjjnbhn fgb|ib~nv |g `n hpnd|np fgbvilnpibh

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    |mn pnfnb| hpgx|m ga |mn ibl~v|py ib |mn fg~b|py" \mn ^V @SG

    vnf|gp iv nv|iod|nl |g `n vgonxmnpn dpg~bl |mpnn lnfdlnv gjl"

    Knnsibh jgx d||pi|igb jnqnjv iv d odegp fmdjjnbhn dv |mn lnodbl

    g~|v|pisv |mn v~ssjy ga hggl dhnb|v `y d `ih odphib" A~p|mnp*

    |mn vdjdpy hpgx|m sjdb agp ndfm nosjgynn iv bg| xnjj lnaibnl"

    Djj |miv gbjy nbfg~pdhnv sgdfmibh `y g|mnp fgosdbinv xmg fdb

    gaanp d mihmnp vdjdpy"

    \mn o~fm mysnl xgpk agp a~b |dh bgpodjjy dvvgfid|nl xi|m

    |mn ibl~v|py mdv ib adf| `dfkaipnl* dv odby ibliqil~djv -ogv|jy

    apnvm hpdl~d|nv)* |dkn i| dv d sdv/|ion eg`" Gbfn |mny egib |mn

    vnf|gp dbl ~blnpv|dbl i|v pnt~ipnonb|v* |mny dpn |dknb d`dfk

    `y |mn jgbh xgpkibh mg~pv dbl jd|np ogbg|gby ga |mn eg` v|dp|v

    vn||ibh ib" \miv iv |mn pndvgb agp |mn mihm d||pi|igb pd|n dv odby

    ibliqil~djv dpn bg| d`jn |g |dkn |mn spnvv~pnv ga xgpk"

    \mn |g~hmbnvv ga |mn eg` dbl |ioibhv iv bg| dlnt~d|njy

    fgbqnynl" @nvilnv |mn ibl~f|igb dbl spgenf| |pdibibh* bg| o~fmibqnv|onb| mdv `nnb lgbn |g nqgjqn d fgb|ib~g~v |pdibibh

    spghpdo agp |mn dhnb|v" Og|iqd|igbdj |pdibibh iv v|ijj |g nqgjqn

    ib |miv ibl~v|py" @~|* ib djj |miv* i| iv |mn MP odbdhnp xmg iv

    n}snf|nl |g v|pdihm|nb |mibhv g~| dbl mnjs ibliqil~djv dle~v| |g

    |mn pndj xgpjl" I `njinqn |md| |mn bnx nb|pdb| bnnlv |g `n odln

    dxdpn ga |mn pndjiv|if vi|~d|igb apgo ldy/gbn i|vnja* xi|m |mn

    |pdibibh vnvvigb fgbl~f|nl ib |mn bihm|v* vg |md| |mny hn|

    dff~v|gonl |g |mibhv pihm| d| |mn `nhibbibh"

    \mn mihm snpfnb|dhn ga anodjnv ib |mn xgpkagpfn -fgbv|i|~|ibh

    63/6> snpfnb| ga |mn |g|dj)* dllv |g |mn mihm d||pi|igb pd|n" Ogv|

    xgonb jndqn |mnip eg` ni|mnp da|np odppidhn gp `nfd~vn ga

    vgfidj spnvv~pnv fd~vnl `y ippnh~jdp xgpkibh mg~pv ib |mn

    ibl~v|py" Djj |miv |pdbvjd|nv ib|g m~hn jgvvnv agp |mn fgosdby*

    xmifm ibqnv|v d jg| ga ogbny ib |pdibibh |mno"

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    Ia d snpvgb jndqnv da|np |mn |pdibibh i| fgv|v |mn fgosdby d`g~|

    Pv 13*333" Agp d 633/vnd|np fdjj fnb|pn adfibh |mn bgpodj 63

    snpfnb| d||pi|igb* |miv |pdbvjd|nv ib|g Pv 13 jdkm snp dbb~o"Odby n}snp|v dpn ga `njinqn |md| djj |mnvn fmdjjnbhnv fdb |~pb

    g~| |g `n d pndj ldosnbnp ib |mn hpgx|m ga |miv ibl~v|py" \miv

    gbjy pdivnv |mn pnvsgbvi`iji|y ga aiblibh |mn pihm| fdblild|n

    dbl `~ijlibh d fgbl~fiqn xgpk nbqipgbonb|* xmifm xijj `n

    `nbnaifidj agp |mn gphdbiud|igb" \mn bnnl iv agp |mgvn ibliqil~djv

    xmg fdb odkn d fdpnnp g~| ga |miv"

    Djj |miv mdv ibl~fnl |mn fgosdbinv |g |dkn bnfnvvdpy v|nsv*

    `g|m ib|npbdjjy dbl n}|npbdjjy" Ib|npbdjjy ogv| MP odbdhnpv dpn

    `~vy s~||ibh ib naagp|v gb |mn lnqnjgsonb| ga |mnip nosjgynnv*

    `~ijlibh ibbgqd|iqn pn|nb|igb dbl og|iqd|igbdj vfmnonv -xmifm

    xdv ogpn ogbny gpinb|nl vg adp) dbl odkibh |mn nbqipgbonb|

    jiqnjinp" G~|viln* |mn agf~v iv gb fpnd|ibh dxdpnbnvv |mpg~hm

    vnoibdpv dbl hgibh |g fdos~vnv agp pnfp~i|onb|"

    Odegp Xgppinv agp |mn Ibl~v|py

    Sggp Ibapdv|p~f|~pn/ |mn ibl~v|py mdv ogpn |g xgppy d`g~| |mdb

    e~v| pnfkjnvv v|dp|/~sv" Spiodpy dogbh |mgvn iv ibapdv|p~f|~pn"

    Xmijn |njnfgo bn|xgpkv dpn v|d|n ga |mn dp|* hn||ibh d

    fgbbnf|igb v|ijj |dknv ~s |g |mpnn ogb|mv" ^bpnjid`jn sgxnp

    v~ssjy iv agpfibh ~bi|v |g fpnd|n |mnip gxb `dfk/~sv" Pgdlv dpn`dl dbl dipsgp|v dpn ib lipn bnnl ga pnsdipv dbl ~shpdlnv"

    Mihm D||pi|igb/dbg|mnp odegp spg`jno iv |mn mihm d||pi|igb dbl

    hpgx|m dvsipd|igbv ga |mn xgpkagpfn" D| jndv| 13*333 ga |mn

    484*333 xgpkagpfn fmdbhn eg`v nqnpy yndp" D`g~| =3. ga |mno

    jggk agp `n||np jndlnpv" \ndo jndlnpv xdb| |g ~shpdln |g

    v~snpqivgpv* t~dji|y spganvvigbdjv gp gsnpd|igbv mndlv" \mn MPspg`jno |mpnd|nbv |g vggb `nfgon hpdqn" Hggl dhnb|v dpn

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    `nfgoibh mdpl |g aibl dbl xi|m |dply ibapdv|p~f|~pn* `ih ogqnv

    |g |mn o~fm |djknl d`g~| vodjjnp |gxbv xijj |dkn jgbhnp" \miv

    ondbv fgv|v xijj pivn odkibh i| liaaif~j| agp vodjj QF/a~blnl

    fgosdbinv |g v~pqiqn"

    D||pi|igb pd|nv

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    bgx pndfm =3." \miv iv db n}|pnon aih~pn `~| |mn dqnpdhn

    d||pi|igb pd|nv ib Iblidb fdjj fnb|npv dpn ~s dpg~bl 63/

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    I pnt~nv| MP spganvvigbdjv bg| |g lpiqn |mnip gxb agpo~jdv |g

    fdjf~jd|n d||pi|igb pd|n" Ib |npov ga b~o`npv* d||pi|igb pd|n

    ondbv5

    \g|dj B~o`np ga Pnvihbv snp ogb|m -Xmn|mnp qgj~b|dpy gp

    agpfnl) liqilnl `y -\g|dj B~o`np ga nosjgynnv d| |mn `nhibbibh

    ga |mn ogb|m sj~v |g|dj b~o`np ga bnx egibnnv oib~v |g|dj

    b~o`np ga pnvihbd|igbv) o~j|isjinl `y 433"

    Ia fdjf~jd|ibh ib ogbn|dpy |npov* i| ibfj~lnv |mn agjjgxibh5

    Fgv|v L~n |g d Snpvgb Jndqibh

    Fdjf~jd|n |mn fgv| ga |mn snpvgb-v) xmg aijjv ib xmijn |mn sgvi|igb

    iv qdfdb|" Fdjf~jd|n |mn fgv| ga jgv| spgl~f|iqi|y d| d oibio~o

    ga >3. ga |mn snpvgb(v fgosnbvd|igb dbl `nbnai|v fgv| agp ndfm

    xnnk |mn sgvi|igb iv qdfdb|* nqnb ia |mnpn dpn sngsjn snpagpoibh

    |mn xgpk" Fdjf~jd|n |mn jgv| spgl~f|iqi|y d| 433. ia |mn sgvi|igbiv fgosjn|njy qdfdb| agp dby snpigl ga |ion"

    Fdjf~jd|n |mn fgv| ga fgbl~f|ibh db n}i| ib|npqinx |g ibfj~ln |mn

    |ion ga |mn snpvgb fgbl~f|ibh |mn ib|npqinx* |mn |ion ga |mn

    snpvgb jndqibh* |mn dloibiv|pd|iqn fgv|v ga v|gssibh sdypgjj*

    `nbnai| lnl~f|igbv* `nbnai| nbpgjjonb|v"

    Fdjf~jd|n |mn fgv| ga |mn odbdhnp xmg mdv |g ~blnpv|dbl xmd|

    xgpk pnodibv* dbl mgx |g fgqnp |md| xgpk ~b|ij d pnsjdfnonb|

    iv ag~bl"

    Fdjf~jd|n |mn fgv| ga |pdibibh yg~p fgosdby mdv ibqnv|nl ib |miv

    nosjgynn xmg iv jndqibh"

    Fdjf~jd|n |mn iosdf| gb lnsdp|onb|dj spgl~f|iqi|y `nfd~vn |mn

    snpvgb iv jndqibh" Xmg xijj sifk ~s |mn xgpk* xmgvn xgpk xijj

    v~aanp* xmd| lnsdp|onb|dj lndljibnv xijj bg| `n on| gp

    lnjiqnpnl jd|n"

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    Fdjf~jd|n |mn fgv| ga jgv| kbgxjnlhn* vkijjv dbl fgb|df|v |md|

    |mn snpvgb xmg iv jndqibh iv |dkibh xi|m |mno g~| ga yg~p lggp"

    ^vn d agpo~jd ga >3. ga |mn

    snpvgb(v dbb~dj vdjdpy agp gbn yndp ga vnpqifn* ibfpndvibh ndfm

    yndp ga vnpqifn `y 43."

    V~`|pdf| |mn fgv| ga |mn snpvgb xmg iv jndqibh agp |mn dog~b| ga

    |ion |mn sgvi|igb iv qdfdb|"

    Pnfp~i|onb| Fgv|v

    \mn fgv| ga dlqnp|ivnonb|v; dhnbfy fgv|v; nosjgynn pnanppdjfgv|v; ib|npbn| sgv|ibh fgv|v"

    \mn fgv| ga |mn ib|npbdj pnfp~i|np(v |ion |g ~blnpv|dbl |mnsgvi|igb pnt~ipnonb|v* lnqnjgs dbl iosjnonb| d vg~pfibhv|pd|nhy* pnqinx fdblild|nv `dfkhpg~blv* spnsdpn agpib|npqinxv* fgbl~f| ib|npqinxv* spnsdpn fdblild|n dvvnvvonb|v*fgbl~f| pnanpnbfn fmnfkv* odkn |mn nosjgyonb| gaanp dblbg|iay ~bv~ffnvva~j fdblild|nv" \miv fdb pdbhn apgo d oibio~o

    ga 63 mg~pv |g gqnp 433 mg~pv snp sgvi|igb"

    Fdjf~jd|n |mn fgv| ga |mn qdpig~v fdblild|n spn/nosjgyonb||nv|v |g mnjs dvvnvv d fdblild|nv( vkijjv* d`iji|inv* ds|i|~ln*d||i|~ln* qdj~nv dbl `nmdqigpv"

    \pdibibh Fgv|v

    Fdjf~jd|n |mn fgv| ga gpinb|d|igb ib |npov ga |mn bnx snpvgb(v

    vdjdpy dbl |mn fgv| ga |mn snpvgb xmg fgbl~f|v |mn gpinb|d|igb"

    Djvg ibfj~ln |mn fgv| ga gpinb|d|igb od|npidjv"

    Fdjf~jd|n |mn fgv| ga lnsdp|onb|dj |pdibibh dv |mn df|~dj

    lnqnjgsonb| dbl lnjiqnpy fgv| sj~v |mn fgv| ga |mn vdjdpy ga |mn

    bnx nosjgynn" Bg|n |md| |mn fgv| xijj `n vihbiaifdb|jy mihmnp agp

    vgon sgvi|igbv v~fm dv vdjnv pnspnvnb|d|iqnv dbl fdjj fnb|np

    dhnb|v xmg pnt~ipn < / 1 xnnkv gp ogpn ga fjdvvpggo |pdibibh"

    Fdjf~jd|n |mn fgv| ga |mn snpvgb-v) xmg fgbl~f| |mn |pdibibh"

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    Fdjf~jd|n |mn fgv| ga qdpig~v |pdibibh od|npidjv bnnlnl

    ibfj~libh fgosdby gp spgl~f| odb~djv* fgos~|np gp g|mnp

    |nfmbgjghy nt~isonb| ~vnl ib |mn lnjiqnpy ga |pdibibh"

    Jgv| Spgl~f|iqi|y Fgv|v

    Dv |mn bnx nosjgynn iv jndpbibh |mn bnx eg`* |mn fgosdby

    sgjifinv dbl spdf|ifnv* n|f" |mny dpn bg| a~jjy spgl~f|iqn" ^vn

    |mn agjjgxibh h~ilnjibnv |g fdjf~jd|n |mn fgv| ga |miv jgv|

    spgl~f|iqi|y5

    ^sgb fgosjn|igb ga xmd|nqnp |pdibibh iv spgqilnl* |mn

    nosjgynn iv fgb|pi`~|ibh d| d 0>. spgl~f|iqi|y jnqnj agp |mn aipv|

    0 / < xnnkv" \mn fgv| |mnpnagpn iv 8>. ga |mn bnx nosjgynnv

    a~jj vdjdpy l~pibh |md| |ion snpigl"

    L~pibh xnnkv > / 40* |mn nosjgynn iv fgb|pi`~|ibh d| d >3.

    spgl~f|iqi|y jnqnj" \mn fgv| iv |mnpnagpn >3. ga a~jj vdjdpy l~pibh

    |md| |ion snpigl"L~pibh xnnkv 46 / 03* |mn nosjgynn iv fgb|pi`~|ibh d| d 8>.

    spgl~f|iqi|y jnqnj" \mn fgv| iv |mnpnagpn 0>. ga a~jj vdjdpy l~pibh

    |md| |ion snpigl"

    Fdjf~jd|n |mn fgv| ga oiv|dknv |mn bnx nosjgynn odknv l~pibh

    |miv njgbhd|nl iblgf|pibd|igb snpigl"

    Bnx Mipn Fgv|v

    Fdjf~jd|n |mn fgv| ga `pibh |mn bnx snpvgb gb `gdpl ibfj~libh

    |mn fgv| |g s~| |mn snpvgb gb |mn sdypgjj* nv|d`jivm fgos~|np

    dbl vnf~pi|y sdvvxgplv dbl ilnb|iaifd|igb fdplv* |njnsmgbn

    mggk~sv* fgv| ga nv|d`jivmibh nodij dffg~b|v* gp jndvibh g|mnp

    nt~isonb| v~fm dv fnjj smgbnv* d~|gog`ijnv"

    Fdjf~jd|n |mn fgv| ga d odbdhnp(v |ion vsnb| lnqnjgsibh |p~v|

    dbl `~ijlibh fgbailnbfn ib |mn bnx nosjgynn(v xgpk"

    04

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    Jgv| Vdjnv Fgv|v

    Fdjf~jd|n |mn pnqnb~n snp nosjgynn `y liqilibh |g|dj fgosdby

    pnqnb~n `y |mn dqnpdhn b~o`np ga nosjgynnv ib d hiqnb yndp"

    Xmn|mnp db nosjgynn fgb|pi`~|nv lipnf|jy gp iblipnf|jy |g |mnhnbnpd|igb ga pnqnb~n* |mnip s~psgvn iv |g spgqiln vgon lnaibnl

    vn| ga pnvsgbvi`iji|inv |md| dpn bnfnvvdpy |g |mn hnbnpd|igb ga

    pnqnb~n" Fdjf~jd|n |mn jgv| pnqnb~n `y o~j|isjyibh |mn b~o`np

    ga xnnkv |mn sgvi|igb iv qdfdb| `y |mn dqnpdhn xnnkjy pnqnb~n

    snp nosjgynn"

    Fgbfj~vigb5 I| iv fjndp |md| |mnpn dpn odvviqn fgv|v dvvgfid|nl

    xi|m d||pi|igb gp |~pbgqnp dbl* xmijn vgon ga |mnvn dpn bg|

    qivi`jn |g |mn odbdhnonb| pnsgp|ibh gp `~lhn| vyv|no* |mny

    dpn bgbn |mn jnvv pndj" \mn (p~jn ga |m~o`( dssndpv |g `n qnpy

    ibdff~pd|n iblnnl dbl* xmijn i| lnsnblv ~sgb |mn fd|nhgpy ga

    v|daa* i| iv spg`d`jy `n||np |g nv|iod|n dpg~bl =3. ga vdjdpy dv d

    |p~np p~jn ga |m~o` / dbl |miv xijj `n gb |mn fgbvnpqd|iqn viln"

    Xmd| lgnv |miv ondb7 Xnjj i| ondbv |md| ia d fgosdby mdv 433

    sngsjn lgibh d fnp|dib eg` sdil 0>*333 dbl |md| |~pbgqnp gp

    d||pi|igb iv p~bbibh d| 43.* |mn fgv| ga d||pi|igb iv5

    -\g|dj v|daa } d||pi|igb pd|n .) } -dbb~dj vdjdpy } =3.)

    433 v|daa d| 43. d||pi|igb ondbv 43 sngsjn jndqn dbl dpnpnsjdfnl ndfm yndp"

    D pnsjdfnonb| fgv| ga =3. ga d vdjdpy ga 0>*333 ondbv |mn fgv|

    ga ndfm pnsjdfnonb| iv 03*333"\mn fgv| ga |~pbgqnp iv |mnpnagpn 43 } 03*333 gp 033*333 d yndp"

    \mn gbfgv| |g |mn gqnpdjj vdjdpy `ijj iv =."

    -Vdqibh =. ga vdjdpy fgv|v xg~jl odkn |mn dqnpdhn MPodbdhnp d mnpg")

    @y5 Vdbennq Vmdpod

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    Vg~pfn5 m||s5''xxx"`sgiblid"gph'pnvndpfm'd||pi|igb/pd|n/`ih/fmdjjnbhn"vm|oj

    \d`jn/34

    Pnvsgblnb|v hnblnp

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Odjn =6 =60" Anodjn 48 48

    433 433Vg~pfn5 Spiodpy ld|d

    Ib|npspn|d|igb

    I| iv ibanppnl apgo |mn d`gqn |d`jn |md| \mn od}io~ob~o`np ga pnvsgblnb|v dpn odjn =6.

    06

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    0

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    \d`jn/30

    Pnvsgblnb|v dhn hpg~s

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Jnvv |mdb 00

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    \d`jn/3601

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    Pnvsgblnb|v Odpi|dj v|d|~v

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Vibhjn =9 =90" Odppinl 44 44

    433 433Vg~pfn5 Spiodpy ld|d

    Ib|npspn|d|igb

    I| iv ibanppnl apgo |mn d`gqn |d`jn |md| =9. ga

    pnvsgblnb|v odpi|dj v|d|~v xdv vibhjn

    08

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    \d`jn/3

    Pnvsgblnb|v dbb~dj ibfgon

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Jnvv |mdb 4jdkm 46 460" 4jdkm |g 0jdkm 88 886" ogpn |mdb 0Jdkm 43 43

    433 433Vg~pfn5 Spiodpy ld|d

    Ib|npspn|d|igb

    63

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    I| iv ibanppnl apgo |mn d`gqn |d`jn |md| 88. ga

    pnvsgblnb|v ndpb `n|xnnb 4/jdkm |g0/jdkm

    64

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    \d`jn/31

    Pnvsgblnb|v vd|ivadf|igb |gxdplv vdjdpy

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Mihmjy Vd|ivainl 6< 6 0>6" 4 / 0 Yndp 44 44

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    \d`jn/3=6>

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    Pnvsgblnb|vAnnjibh ga vnf~pi|y |gxdplv |mn f~ppnb| eg`

    V"Bg"

    Bg" GaPnvsgblnb|v

    Snpfnb|dhn gapnvsgblnb|v

    4" Qnpy Vnf~pn 0= 0=0" Vnf~pn >4 >46" Bn~|pdj 4> 4>4. anjj

    vnf~pn d`g~| |mn f~ppnb| eg`

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    \d`jn/39

    Pnvsgblnb|v Pndvgbv agp t~i||ibh apgo |mn eg`* ia vg

    V"Bg" Bg" Ga

    Pnvsgblnb|v

    Snpfnb|dhn ga

    pnvsgblnb|v

    4" XgpkLivvd|ivadf|igb

    40 40

    0" Jnvv Vdjdpy > >

    6" Xgpk F~j|~pn = =

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    Ib|npspn|d|igb

    I| iv ibanppnl apgo |mn d`gqn |d`jn |md| >=. ga

    pnvsgblnb|v an

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    \d`jn/43

    Pnvsgblnb|v xmn|mnp vdjdpy iv `dvnl gb snpagpodbfn

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