Making sense of workplace performance (Executive Briefing) - Tapa blanda

We live in a chaotic world which moves at an incredible pace. At work we are bombarded with information via email, reports, documents, regulations and schedules. Faced with all this information it is no wonder people are unable to make rational decisions and at every point a decision is required. To help make sense of it all they construct simplified mental models which are then used to inform their actions. This study is centred on call centres however casual cognitive mapping is an invaluable tool for assessing the drivers behind the individual actions of employees who work in other environments to ensure employees are more engaged.