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The way we initiate a conversation will determine how others reciprocate. (src: Course_ crucial conversations - Becky Flanagan)

Why would a reasonable, rational, and decent person say this? (src: Course_ crucial conversations - Becky Flanagan)

Your ability to truly listen is largely determined by your motive. (src: Course_ crucial conversations - Becky Flanagan)

Before: Get Unstuck Master My Stories During (my meaning) Start with Heart State My Path Make it Safe During (their meaning) Learn to Look Seek Mutual Purpose Explore Others’ Paths At The End Move to Action steps: use them in order Get Unstuck Master My Stories Start with Heart State My Path Make it Safe tools: use when situation calls for it Learn to Look Seek Mutual Purpose Explore Others’ Paths models...

Distinction: Secondary vs indirect needs indirect needs Exist in their own right Fulfilling them creates value Eg. Being treated with respect secondary needs Exist because of bad flow efficiency Solving flow-efficiency makes the need never appear Fulfilling seems to create value, but objectively that activity is waste Eg. wanting a status update after waiting for a long time (src: Book_ This is LEAN - Niklas Modig & Par Ahlstrom)

direct: eg. find out if I have cancer indirect: eg. feel safe, be met professionally, understand and be informed -> you can add value by addressing indirect needs Distinction_ Secondary vs indirect needs (src: Book_ This is LEAN - Niklas Modig & Par Ahlstrom)

chain of causes over-focus on resource efficiency worse flow efficiency secondary needs superfluous work (src: Book_ This is LEAN - Niklas Modig & Par Ahlstrom)

What is flow efficiency it's about maximizing the density of value transfer and eliminating non-value-adding activities throughput time density increase flow efficiency throughput time flow efficiency is value-adding activity in relation to the throughput time throughput time = value adding / total time total time: choose start-point and end-point start: when a need arises end: when the need is fulfilled Quote_ throughput time in most organisations example + calculation need: patient has a sore throat value adding time: time with doctor and other staff (10 minutes) time period: time from patient's arrival to patent leaving the health centre (30 minutes) flow efficiency: 10m / 30m = 33% density of value...

Flow unit material (material processed and assembled, tests into test results, …) information (eg. permission requests, referral letters, …) people: (eg. customers in theme park, patients, …) Model_ value transfer - resource vs flow efficiency (src: Book_ This is LEAN - Niklas Modig & Par Ahlstrom)

Primary needs the reason the customer makes contact with he organization Secondary needs secondary needs arise as a consequence of the organisation's failure to satisfy the primary need of the customer cause of secondary needs Model_ efficiency paradox Distinction_ Secondary vs indirect needs (src: Book_ This is LEAN - Niklas Modig & Par Ahlstrom)