Know What You Don't Know: How Great Leaders Prevent Problems Before They Happen, 1st edition

Published by Pearson FT Press (January 29, 2009) © 2009

  • Michael A. Roberto


ISBN-13: 9780134177014
Know What You Don't Know: How Great Leaders Prevent Problems Before They Happen
Published 2009


  • A print text
  • Free shipping
  • Also available for purchase as an ebook from all major ebook resellers, including

This product is expected to ship within 3-6 business days for US and 5-10 business days for Canadian customers.

Problems remain hidden in organizations for a number of reasons, including fear, organizational complexity, gatekeepers who insulate leaders from problems that are coming up, and finally, an overemphasis on formal analysis in place of intuition and observation. This book lays out the key skills and capabilities required to ensure that problems do not remain hidden in your organization. It explains how leaders can become effective problem finders, unearthing problems before they destroy an organization. The book explains how leaders can become an anthropologist, going out and observe how employees, customers, and suppliers actually behave. It then goes on to present how they can circumvent the gatekeepers, so they can go directly to the source to see and hear the raw data; hunt for patterns, including refining your individual and collective pattern recognition capability; "connect the dots" among issues that may initially seem unrelated, but in fact, have a great deal in common; give front-line employees training in a communication technique; encourage useful mistakes, including create a "Red Pencil Award"; and watch the game film, where leaders reflect systematically on their own organization's conduct and performance, as well as on the behavior and performance of competitors.

Acknowledgments    xii

About the Author    xv

Preface   xvi

Chapter 1 From Problem-Solving to Problem-Finding   1

Chapter 2 Circumvent the Gatekeepers   27

Chapter 3 Become an Ethnographer    53

Chapter 4 Hunt for Patterns    73

Chapter 5 Connect the Dots    95

Chapter 6 Encourage Useful Failures   119

Chapter 7 Teach How to Talk and Listen   139

Chapter 8 Watch the Game Film   161

Chapter 9 The Mindset of a Problem-Finder    185

Index    195

Need help? Get in touch