Monarch Airlines CRM

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Monarch AirlinesCRM
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Interpersonal CommunicationsExercise
Verbal
SENDER
RECEIVER
CHANNEL
Encode
Decode
Non Verbal
Personality Behaviour Knowledge Experience Beliefs
Culture etc.
Personality Behaviour Knowledge Experience Beliefs
Culture etc.
FEEDBACK
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Barriers to Communications

• Mechanical (Noise level, Radio Tx,
  Passengers)
• Semantic (Do you have the same code/decode)
• Psychological (Character, Behaviour,
  Authority gradient)
• Workload.

OVERLOAD
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Monarch AirlinesCRM