Handling People In Difficult Situtions
Handling Difficult People and Situations
Contents
Page
Overview ???????????????????????????????1
Introduction ??????????????????????????????3
A Customer Service Example ???????????????????????7
The Situation-Handling Model???????????????????????8
The Four Situation-Handling Tasks ?????????????????????8
Innovation Capability??????????????????????????.12
Decision-Making/Problem-Solving and Action Space and Innovation Capability ??..13
Problem Solving????????????????????????????14
Implementation and execution Capability??????????????????14
Monitoring and Governance competence and perspectives???????????…15
Mental Reference Models Are Stories!…………………………………………………………………. .18
Situation-Handling Knowledge ??????????????????????22
Enterprise Situation-Handling?????????????????????? ..28
What Does It All Mean ????????????????????????…31
Why is the Situation-Handling Model Important ??????????????….32
Which Valuable Insights Does the Situation-Handling Model Provide………………. 33 Why Should We Be Concerned with Such Level of Detail ???????????34
References??????????????????????????????..36
Overview
Enterprise performance ? the degree to which enterprise objectives are fulfilled ? is determined by the effectiveness of separate actions performed by individuals, groups and departments and in the aggregate, by the whole enterprise?s behavior. Organizational effectiveness is determined by many factors, the most important are the quality and availability of pertinent knowledge at points of- action used to handle situations, i.e., to make sense of information, decide what to do, innovate, act, and evaluate the implications of approaches and actions. Other factors, not covered here, include mentalities or motivations of individuals and organizational characteristics that shape and channel individual actions into desirable and effective enterprise actions. Important situations vary widely. Some are well known and require routine, even automatized knowledge. Others are complex and
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