This is one of my all time favorite mind maps and I really do use it before having a conversation on the phone just to remind me of a few key points. I actually have found myself reviewing it while talking on the telephone. The book, Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
I find few people invest the time it takes to improve on creating effective dialogues. We will send people to learn many techniques but when is the last time you took a class on “How to have a Conversation”. The book starts out with a self-assessment of yourself. In an engaging manner, this was an audio book for me, the authors use examples and exercises to learn the techniques described. How many of us know the magic of making it safe for others to express their true feelings and desires?
P.S. This is an excellent book for any facilitator.
Other books:
Crucial Confrontations: Tools for Resolving broken promises, violated expectations, and bad behavior
The Five Dysfunctions of a Team: A Leadership Fable (J-B Lencioni Series)
Related Information:
PDCA from the Outside-in
Teamwork and Collaboration thru the eyes of Cisco
Allowing Individual Kaizen is Essentially Respect for People.
Using the wrong set of 5 whys in problem solving