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Value by Design: Developing Clinical Microsystems to Achieve Organizational Excellence, Second Edition by Joel S. Lazar, Marjorie M. Godfrey, Paul B. Batalden, Eugene C. Nelson

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Chapter Nine ACTION GUIDE

Chapter Nine Action Guide explores the perspectives and conclusions that help to interpret the world we work in. The Ladder of Inference is a helpful method to explore personal experiences and resulting mental models.

MENTAL MODELS

Mental models serve as cognitive maps that help us navigate through the complex environments we live in and work in. Mental models are images, assumptions, and stories we carry in our minds about ourselves, other people, institutions, and many other aspects of our life experiences. All of our mental maps are flawed in some way. The differences in mental models explain why two different people can observe the same event and yet describe it differently. Each person is paying attention to different ...

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