PROGRESS (LAW, COMMUNICATION & PPD)

Question 1

TAG LINES

Answer 1

Slogan or short phrase used in commercials

Question 2

PROXEMICS-how presenters use it

Answer 2

Study that focuses on the space in communication (personal space),

Question 3

FUTURE PACING

Answer 3

Making a person think about something that can happen in the future.

Question 4

BYSTANDER EFFECT

Answer 4

People are less willing to help a victim when there are other people around.

Question 5

INTRINSIC MOTIVATION

Answer 5

Doing something for your own pleasure.

Question 6

key note SPEAKER ROLE

Answer 6

Someone that has to deliver a message.

Question 7

HIGH-PERFORMANCE TEAMS (Hunsaker 2009)

Answer 7

Behaviors to build a successful team.

Question 8

POV TECHNIQUE

Answer 8

Communication that focuses on the perspective of who has the point of view

Question 9

MICRO-INTERACTION ON A WEBPAGE

Answer 9

Interactions that can enhance the person’s experience. (link, button, pop-up)

Question 10

GROUP DEVELOPMENT STAGES (STORMING)

Answer 10

2nd stage of team development, members are still getting to know each other and disagreements might occur.

Question 11

BERNE CONVECTION

Answer 11

Convection made for literary and artistic works, the foundation of copyright, +180 countries

Question 12

EUROPEAN 4 FREEDOMS of internal market

Answer 12

Free movement of: goods, capital, people and services

Question 13

PACKAGE TRAVEL AND LINKED TRAVEL ARRANGEMENT (EU 2012/2302)

Answer 13

Law related to consumer protection, package travel and right to refunds

Question 14

GIBBS model

Answer 14

Model of personal development, helps individuals analyzing experiences and how to improve them in the future

Question 15

DISC model

Answer 15

Model of personal development, helps understanding behaviours

Question 16

OFMAN’s core quadrant

Answer 16

Framework that helps understanding a person’s strengths and challenges

Question 17

BELBIN 9 roles

Answer 17

Framework that shows 9 roles that people can take in a team to make the work easier.

Question 18

Verical vs Orizontal individualism

Answer 18

Both focus on high freedom and independence, Orizontal is for equality and collaboration, Vertical for competition and hierarchy

Question 19

WILD CARDS

Answer 19

Unexpected events such as terroristic attack or earthquake that can cause problems

Question 20

TOUCHPOINTS

Answer 20

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.

Question 21

OUTSOURCING

Answer 21

Hiring someone external for a duty in the company.

Question 22

SCENARIO PLANNING

Answer 22

Planning for “What if?” situation, in the way of being prepared to anything.

Question 23

CUSTOMER JOURNEY MAP

Answer 23

Framework that includes important touchpoints and emotions of clients

Question 24

PESTEL/DESTEP

Answer 24

Frameworks that focuses on external factors that could influence a company’s performance.

Question 25

SERVQUAL MODEL

Answer 25

5 dimensions Tangibility, Reliability, Responsiveness, Assurance, and Empathy, measure the differences between customers' expectations and perceptions of the service received.

Question 26

IATA (how many members, what can you see on the flight ticket)

Answer 26

International airline transport association

Question 27

CUSTOMER SEGMENTS

Answer 27

Demographic, psychographic, geographic and behavioural.

Question 28

Mclelland needs pyramid

Answer 28

1. affiliation 2.power 3.achievement

Question 29

Actions on websites

Answer 29

Click, download, sharing, watching

Question 30

Punchline

Answer 30

Final statement/phrase which explains the meaning of the story

Question 31

Catch line

Answer 31

advertising slogan

Question 32

Aristotele: Ethos, Pathos, Logos

Answer 32

Analyses how the communication is persuasive Ethos: attention to who is communicating Pathos: how the message feels Logos: pays attention to the logic

Question 33

4 bases of emotions

Answer 33

physiological, cognitive, behavioral, social

Question 34

Schulz von Thun model

Answer 34

Square with 4 sides: shows how the message can be interpreted differently by the receiver due to the relationship, information etc...

Question 35

Hunsaker: 3 steps conflict solving

Answer 35

1- Understanding and identifying the source 2- discussing and exploring options 3- agreeing on solutions and adopt it

Question 36

Hunsaker: Development stages

Answer 36

He mentions how a employee can progress with his skills and confidence through 5 stages

Question 37

Hunsaker noise

Answer 37

Shows how the communication can be disturbed from: - selective listening - filtering -semantics - value judgements -distrust

Question 38

Sheep marketing

Answer 38

every sheep had a name and a story, which made it personal for the watcher unusual video

Question 39

Knoster (1991), Leading and managing complex change model

Answer 39

Change fails not cause people resist the change but one of the 5 essential conditions for change is missing

Question 40

Intellectual property rights (IPR)

Answer 40

legal rights protecting creations ex. landmarks, patents, copyright, industrial designs

Question 41

European law, directives

Answer 41

Primary law: fundamental laws for the basis of European Union Secondary law: everyday laws like regulations, directives, decisions, and recommendations. DIRECTIVE= order from authority

Question 42

Supply chain law (sin) and goods being affected

Answer 42

Explains why goods were affected and if the process follows the law