2. Organizattional Story And Culture

Question 1

Nothing is more important to ___ culture than the stories that are associated with past events personal behaviors and future plans. p10

Answer 1

Organizational

Question 2

The foundation of any open communication model is the ___ culture, and that culture is built and improved by understanding how stories underpin “how we do it here” and “why we acted the way we did.” p10

Answer 2

Organizational

Question 3

__ __ is a state of mental tension that exist when a person simultaneously holds or hears ideas, attitude, or beliefs that are psychologically inconsistent or contradictory. p 12 *

Answer 3

Cognitive dissonance

Question 4

Stories combine __, __, __. p14

Answer 4

motive responsibility and emotion.

Question 5

___ training exercises, which are designed to be hands-on and introduced operator to a dynamically changing situation with many variables and becoming excepted as the finest form of preparation. p14

Answer 5

High-fidelity

Question 6

A __ is a process in which every conceivable factor that could have affected the outcome is analyzed. p16

Answer 6

Systemic cause analysis

Question 7

Addressing the stories, not denying that the event occurred. It is providing clarification and also questioning the relevance of the story. p17

Answer 7

Debunking

Question 8

Two ways to manage organizational stories. p20

Answer 8

Debunking

Providing counter examples

Question 9

__ is driven by a persons perceptions of events and by their inability sometimes to face what really occurred. p14

Answer 9

Story

Question 10

__ error and __ organizational story are two of the most common causes that lead to failure of CRM programs. p17

Answer 10

Faulting error and ignoring