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CRM (Virtualización) (M0 - Generalidades (0.4 Our agreements, 0.5 …
CRM (Virtualización)
M0 - Generalidades
0.4 Our agreements
0.5 Learning objectives
0.3 Microsoft Teams features
0.2 Getting to know each other and role call
0.6 Learning path
0.1 Welcome
M1 - CRM review
1.2 What is CRM?
1.3 Activity - CRM/TEM skills
1.1 Scenario
1.1.1 open conversation
1.4 Communication
1.1.4 Video
1.1.4.1 open conversaton
M2 - Effective communication
2.2 Factors affecting effective communication
2.2.2 Chain of comand
2.2.1 Authority gradient
2.3 Communication during turbulence
2.3.1 Levels of turbulence
2.3.1.1 Open conversation
2.4 Communication and effective feedback
2.4.2 Tips on receiving and giving feedback
2.4.1 Storytelling
2.4.1.1 Why give feedback?
2.1 What is effective communication
M3 - Medlink
3.3 How are we doing at Copa?
3.4 Points to consider
3.2 The procedure
3.2.1 video
3.1 Scenario
M4 - Dealing with passengers during difficult situations
4.3 Tips for handling unruly passengers
4.2 Consequences of disruptive behavior
4.1 Passenger describing an event o a Copa Flight
4.1.1 90/10 rule
4.1.2 Hearts, Minds and Hands
4.1.3 Security Threats levels
4.1.3.1 Video
M5 - Closing
5.1 Activity _ Let´s recap
5.2 Thank you
Pre work
M1 - CRM review
1.1 Case study
1.2 What is CRM?
M2 - Communication
2.1 Types of communication
2.2 Levels of turbulence
M4 - Dealing with passengers during difficult situations
4.1 What is a unruly/disruptive behavior
4.2 Security threats levels
M3 - Medlink
3.1 Medlink procedure