Understanding Organizational Behavior and Dynamics

Key Concepts in Organizational Behavior

Organizational Change

Organizational change refers to any significant alteration in an organization’s structure, processes, culture, strategies, or systems. Change is a constant reality for organizations as they respond to internal and external pressures, such as technological advancements, market shifts, regulatory requirements, competitive threats, or evolving customer needs. Organizational change can take various forms, ranging from incremental adjustments

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Understanding Special Education: IEP, 504 Plan, RTI & Key Terms

Special Education Key Concepts

Inclusion: Full or part-time education of students with disabilities alongside their non-disabled peers, with necessary supports and services.

504 Plan: Accommodations for students with disabilities, focusing on environmental adjustments rather than curriculum changes (e.g., physical environment accommodations).

IEP (Individualized Education Program): A plan involving specific educational interventions and goals for students with disabilities.

IFSP (Individualized Family

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Community Engagement: Key Concepts and Strategies

This document outlines key concepts and strategies related to community engagement, online community management, and related topics.

  1. Audiences vs. Communities

    The relationship building opportunities, direction of communication, and equality of voices are key differences between audiences and communities.

    Key Difference: c) Key differences between audiences and communities

  2. Engagement Levels

    People in communities tend to be far more engaged. This means a small community can be just as valuable as a large

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International Advertising and Sales Strategies

Framework for International Promotion

Sales promotion with cultural uniqueness:

  • Study the target market.
  • Determine the extent of standardization.
  • Set the promotional mix.
  • Develop the message.
  • Select effective media.
  • Establish a control mechanism.

International Advertising

Intense competition leads to sophistication. Seek greater control and efficiency.

Difference between:

  • Multi-domestic markets: Markets are culturally different.
  • Global marketing strategy: Standardize where similarities exist but adapt where
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Customer Service Stages: Ordering, Claims, and After-Sales

Customer Service Stages

Ordering

Using a computer management tool to fill customer data (name…)

Information Request

During the sales process, customers need to be able to easily get information about their purchase.

Claims/Complaints

When dealing with claims, we must take into account:

  • Who the claims should be addressed to
  • What data is sent to the customer
  • Establish 3 levels of response: serious, lower, and middle-class.
  • Claims that don’t require any actions
  • False or imaginary claims
  • Having claim forms
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Customer Service and Marketing Strategies

Customer Service

Customer service is the act of taking care of the customer’s needs and wants by providing and delivering professional, helpful, high-quality service and assistance.

Customer Characteristics

  • Demographic profile:
    • Age
    • Gender
    • Occupation
    • Income
    • Marital Status
    • Education
    • Expenditure
    • Ethnicity/race
    • Housing
    • Mobility
    • Location
  • Social profile:
    • Culture
    • Reference groups
    • Time expenditures
    • Social performance
    • Family
    • Lifestyle cycle
    • Opinion leaders
    • Social class
  • Psychological profile:
    • Personality
    • Importance of purchase
    • Innovativeness
    • Motivation
    • Perceived
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