Level 2: Moments of Power
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1
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Message from InterLINK
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Welcome back!
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What to expect
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Help needed?
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2
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A message from Dr. Mark Colgate
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Before we begin...
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Resources
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3
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What is the Power of Context?
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Fixed and Growth Mindset
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Service Culture
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Physical Environment
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Before you start the quiz
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1st Quiz - Power of Context - Part 1
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Power of Context - Reflection
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4
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What's it about?
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System 1 and 2
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Physical environment and System 1
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The answer
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Framing
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Anchor effect
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Social Proof
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Power of Context
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2nd Quiz - Power of Context - Part 2
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Moving on
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5
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Power of Expertise
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It's the moment you realize...
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Curse of knowledge
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Demonstrating Expertise
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Authority bias
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Cognitive Control
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3rd Quiz - Power of Expertise
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How to become an expert?
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Reflection - Power of Expertise
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6
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Power of Relationships
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The Sweet Spot - Recap
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How to build Relationships
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Reflection - Power of Relationships
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4th quiz - Power of Relationships
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Recap
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7
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What's this about?
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Power of Problem Handling - Part 1
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How to handle a problem
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Power of Problem Handling - Part 2
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Service Recovery Paradox
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The graphic - explained in detail
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Reflection - Power of Problem Handling
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5th quiz - Power of Problem Handling
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8
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Resources
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Exercise: Take-aways
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Exercise: Actions
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Off to the quiz
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Final quiz
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What's next?