Acknowledgments.

About the Author.

PART ONE: DEFINING DEFENSIVE ROUTINES.

1. Framing the Issue: The Work of Chris Argyris.

2. The Foundational Skill Set.

PART TWO: MARK, BRENDA, YOU, AND ME: BRINGING DEFENSIVE ROUTINES ABOUT AND KEEPING THEM IN PLACE.

3. Conditions of Threat and Embarrassment: Fix It Now or Fix It Later, Scene One: The Bad News.

4. Being in Control: Fix It Now or Fix It Later, Scene Two: The Word Gets Out.

5. Bypass Tactics and Covering Up: Fix It Now or Fix It Later, Scene Three: Being Nice.

PART THREE: DISCUSSING THE UNDISCUSSABLE.

6. Strategic Interventions: Interviews and Mapping.

7. The De-Escalation: Fix It Now or Fix It Later: Mark and Brenda Reflect.

8. Engaging Differences.

9. Key Thought Enablers.

PART FOUR: STAYING ON THE PATH OF LEARNING.

10. Mistakes, Continuous Learning, and Progress.

11. Helping Those Who Teach, Learn.

Conclusion.

Appendix A: Mapping Templates.

Appendix B: Strategies for Case Study Groups.

Bibliography.

Index.

How to Use the DVD.