PART II

BEHAVIOR CHANGE

Are all levels of your organization capable of planning for, responding to, and exploiting the unexpected?

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The only reason history remembers Captain John Edward Smith is because of what he did (and failed to do) one night in 1912—just weeks before his planned retirement—after his ship sailed at full speed into an iceberg in the North Atlantic. Smith went down with his ship, but he was strongly criticized in the investigations after the fact. Ninety minutes into the disaster, much of the Titanic’s crew still had not been told what was happening. Even if they had, they had not been trained in what to do. The result was that ...

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