Certificate of Achievement
has completed the following course:
Social Psychology: Employee and Customer Behaviour
This online course explored how to utilise effective messengers, understand the influence of socio-cultural norms and recognise the role of the ego in order to better serve the needs of employees and your customers.
4 weeks, 2 hours per week
Paul Dolan
Professor of Behavioural Science
FutureLearn
Transcript
Learning outcomes
- Identify the main shortcomings of the rational model.
- Describe the rationale for nudging, exploring a number of case studies where nudging has (and hasn’t) worked.
- Develop a basic knowledge of the MINDSPACE framework and why we use it.
- Describe the importance of messengers and utilise important factors to identify good messengers.
- Recognise the prevalence of norms, as well as how and why people follow them.
- Critically assess how a norm is likely to influence behaviour.
- Design interventions in such a way that they avoid backfiring or otherwise undesirable consequences.
- Investigate narratives, motivated reasoning, and how these can be used to understand and predict behaviour.
- Demonstrate how beliefs can self-reinforce and how comparison with others can be leveraged to effect behaviour change.
Syllabus
- Why we act in the ways that we do.
- Apply our understanding of human behaviour to the world of business.
- Outline the discipline of behavioural science and its approach to understanding human behaviour.
- Insights from the field of behavioural economics.
- What we know about how people make decisions.
- Messengers and the influence of those who communicate information.
- Ego, and how group identification impacts our perception of the world.
Issued on 31st March 2023
The person named on this certificate has completed the activities in the transcript above. For more information about Certificates of Achievement and the effort required to become eligible, visit futurelearn.com/proof-of-learning/certificate-of-achievement.
This certificate represents proof of learning. It is not a formal qualification, degree, or part of a degree.