目次

Part I: Frameworks; 1. Introduction; 2. A Working Model of Stories; 3. Organizational Communication - Broadcasting Signals; 4. Case Study - Dreyer's Ice Cream; 5. Organizational Learning - Building Bridges; 6. Case Studies: DTE Energy & Jeff Bukantz; Part II: Interviews; 7. Introduction to the Interviews; 8. Interview with Bernice Moore - CTB/McGraw Hill; 9. Interview with Robert Kraska - DTE Energy; 10. Interview with Sherrie Cornett - Dreyer's Ice Cream; 11. Interview with Marty Fischer - Starbucks Coffee; 12. Interview with Father Marus - Woodside Priory School; Part III: Competency Map; 13. Introduction to the Competency Map; 14. The Core; 15. Process Ring; 16. Interaction Ring; 17. Summary; Appendix A: Folk Tale Illustrating Principles of Active Listening