Handling Difficult People and Situations
             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
             Enterprise performance – the degree to which enterprise objectives are fulfilled – is determined ...