Course curriculum

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