Scripting interactions is the quickest way to make sure everyone on a team gets on the same page about how to deal with common issues. That’s why large tech companies like Microsoft use scripts to standardize the support they offer customers, and non-profit organizations use scripts to train fundraising phone bankers. You might feel at a […]
Ask Keisha: About Church Membership
“Why do you hang in there with your denomination? I feel like I’ve lost so much staying, and I’m angry.” —H. I hear you, H. I read a response to one of the latest stories of church member exclusion a few weeks ago. It included this line: “We each need to journey as far as our faith […]
Wheatley on Learning Organizations
“The Army is an incredibly literate organization. They have internal journals that they use to correspond with one another. They study history carefully. They have a center for Army lessons learned. They document everything. And they have this wonderful process of learning from direct experience called “After Action Review,” in which everyone who was involved […]
On Understanding
Convenience of conceptual analogies is no substitute for usefulness or rigour. —R. Brennan & S. Henneberg One understands a phenomenon only when one has a holistic view of [it], a view that integrates all of its known components and all of its known manifestations. —T. Bouldin & L. Odell Pulling a mechanical thing apart to […]
