PROGRESS (LAW, COMMUNICATION & PPD) Flashcards
TAG LINES
Slogan or short phrase used in commercials
PROXEMICS-how presenters use it
Study that focuses on the space in communication (personal space),
FUTURE PACING
Making a person think about something that can happen in the future.
BYSTANDER EFFECT
People are less willing to help a victim when there are other people around.
INTRINSIC MOTIVATION
Doing something for your own pleasure.
key note SPEAKER ROLE
Someone that has to deliver a message.
HIGH-PERFORMANCE TEAMS (Hunsaker 2009)
Behaviors to build a successful team.
POV TECHNIQUE
Communication that focuses on the perspective of who has the point of view
MICRO-INTERACTION ON A WEBPAGE
Interactions that can enhance the person’s experience. (link, button, pop-up)
GROUP DEVELOPMENT STAGES (STORMING)
2nd stage of team development, members are still getting to know each other and disagreements might occur.
BERNE CONVECTION
Convection made for literary and artistic works, the foundation of copyright, +180 countries
EUROPEAN 4 FREEDOMS of internal market
Free movement of: goods, capital, people and services
PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENT (EU 2012/2302)
Law related to consumer protection, package travel and right to refunds
GIBBS model
Model of personal development, helps individuals analyzing experiences and how to improve them in the future
DISC model
Model of personal development, helps understanding behaviours
OFMAN’s core quadrant
Framework that helps understanding a person’s strengths and challenges
BELBIN 9 roles
Framework that shows 9 roles that people can take in a team to make the work easier.
Verical vs Orizontal individualism
Both focus on high freedom and independence, Orizontal is for equality and collaboration, Vertical for competition and hierarchy
WILD CARDS
Unexpected events such as terroristic attack or earthquake that can cause problems
TOUCHPOINTS
In the Customer Journey map, is where the company and client get in contact, and the company can make a good impression on the client.
OUTSOURCING
Hiring someone external for a duty in the company.
SCENARIO PLANNING
Planning for “What if?” situation, in the way of being prepared to anything.
CUSTOMER JOURNEY MAP
Framework that includes important touchpoints and emotions of clients
PESTEL/DESTEP
Frameworks that focuses on external factors that could influence a company’s performance.
SERVQUAL MODEL
5 dimensions Tangibility, Reliability, Responsiveness, Assurance, and Empathy, measure the differences between customers’ expectations and perceptions of the service received.
IATA (how many members, what can you see on the flight ticket)
International airline transport association
CUSTOMER SEGMENTS
Demographic, psychographic, geographic and behavioural.
Mclelland needs pyramid
- affiliation
2.power
3.achievement
