Michael Lissack
4. Diverse Stakeholders
Organizations must navigate the perspectives of increasingly diverse stakeholders with different values, priorities, and worldviews. Success requires understanding and bridging these different mental models rather than assuming everyone sees the world the same way.
5. Algorithmic Decision-Making
AI and algorithmic systems encode human mental models into soft- ware that shapes business operations. Leaders must understand both the human and machine mental models driving their organizations to avoid unintended consequences. Simple Rules Guide Mental Models Mental models gain power when they're anchored in simple guiding principles. These principles act as foundational elements that inform how the model functions. They're not detailed instruction manuals but rather core beliefs that shape perception and action. Consider how different companies in the same industry operate with fundamentally different guiding principles that shape their mental models: Southwest Airlines : "We are a family." This simple rule shapes how Southwest views everything from employee relations to customer service to operational decisions. When faced with a difficult situation, Southwest employees ask: "What would I do for family?" United Airlines : "We are a global network." This guiding principle shapes United's mental model around maximizing network efficiency, global reach, and comprehensive service offerings. Neither of these guiding principles is inherently superior. What mat- ters is that they provide coherence to the organization's mental model and align with its broader purpose and identity.
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