Please enable JavaScript.
Coggle requires JavaScript to display documents.
CRM (combined) (M 2 - Medlink (2.4 Video (2.4.1 Open conversation), 2.7…
CRM (combined)
M 2 - Medlink
2.4 Video
2.4.1 Open conversation
2.5 Medlink consultation
2.3 Medlink procedure
2.6 How are we doing it at Copa?
2.2 What is the procedure?
2.7 Activity - Scenario
2.7.1 Open conversation
2.1 Activity - Scenario
M0 - Introduction
0.3 Learning objectives
0.4 Learning path
0.2 Our agreements
0.1 Activity - Getting to know each other
0.5 Activity- Before we begin
0.6 What is CRM
0.6.1 Activity - Which CRM/ skill is most important?
M 1 - Communication
1.4 Communication during turbulence
1.4.1 Video
1.4.1.1 Open conversation
1.4.2 Levels of turbulence
1.4.3 Effective use of the seat belt sign
1.3 Effective communication
1.3.1 Tips for an effective communication
1.3.2 Factors affecting effective communication
1.3.2.1 Authority gradient
1.3.2.2 Chain of command
1.5 Communication and effective feedback
1.5.2 SBI Feedback model
1.5.2.3 Activity - Scenario
1.5.3 Tips to giving feedback
1.5.1 Why give feedback?
1.5.4 Tips to receiving feedback
1.2 Types of communication
1.2.1 Video
1.2.1.1 Open conversation
1.1 Why is communication the cornerstone of CRM/TEM skills?
M 3 Dealing with passengers during difficult situations
3.2 What is an unruly/disruptive behavior?
3.2.2 Levels of security
3.2.3 Consequences of disruptive behavior
3.2.4 What can we do?
3.2.1 How is it related to security?
3.2.5 Tips for handling unruly passengers
3.2.6 Activity - Handling unruly passengers
3.1 Irops
3.1.2 Activity - passenger describing events on a Copa flight
3.1.2.1 Open conversation
3.1.3 Hearts, Minds and Hands
3.1.3.1 Recomendations
3.1.1 What is IROPS for you?
3.1 What can and can´t be control
3.1.1 Video
3.1.1.1 Open conversation