Book Brief: Managing the Unexpected
The New Reality for Customer Engagement
Managing the Unexpected: Assuring High Performance in an Age of Complexity
By Karl E. Weick and Kathleen M. Sutcliffe
Jossey Bass, 2001
224 pages, $25
Interested in turning your organization into a panic-proof unit that can handle any emergency? Two organizational behavior experts from the University of Michigan Business School draw lessons from emergency rooms and fire-fighting units, and apply them to help businesses more effectively manage high-stress situations.
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