Handling People In Difficult Situtions

35 Pages 8844 Words

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 determin...