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Sharing Hidden Know–How. How Managers Solve Thorny Problems With the Knowledge Jam. J–B US non–Franchise Leadership

  • ID: 2241020
  • Book
  • April 2011
  • Region: United States
  • 272 Pages
  • John Wiley and Sons Ltd
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"Sharing Hidden Know–How addresses one of the time–honored problems in organiztions: ′How do you get people with experience, solutions, and knowledge to share them effectively with those who need those valuable assets?′ Technology, we now know, is not the answer human discussion is. Pugh tells you how to structure and facilitate these important conversations."

Thomas H. Davenport, President′s Distinguished Professor of IT and Management, Babson College; author of Analytics at Work and Thinking for a Living

"In this innovative and useful book Kate Pugh shows how you can be a far better knowledge practitioner just by releasing the power of talking in your organization. A fine example of the new generation of knowledge books."
Larry Prusak, author, Working Knowledge; visiting scholar, Marshall School of Business, University of Southern California; and senior knowledge advisor to World Bank and NASA

"Sharing Hidden Know–How meets an urgent need within leadership practices: an effective conversational process for capturing and transferring deep smarts."
Stephen Denning, author, The Leader′s Guide to Radical Management and The Secret Language of Leadership

"Leaders have long known that the ′know–how′ of experienced teams is key to their organizations′ ability to achieve strategic goals. The challenge has always been to distill this wisdom and deploy it in a way that maximizes and accelerates its impact on organizational effectiveness. Sharing Hidden Know–How provides a practical approach to addressing this challenge, and, in so doing, improves competitiveness."
Paul Lucidi, chief information officer, Insulet Corporation

"A fantastic replacement for the long dormant and never used lessons–learned repository! This book provides well documented and effective tools for really learning from your organization. As our business continues to go through transformational change, I hope to make good use of the Knowledge Jam to make that transformation efficient."
Sheryl Skifstad, senior director, Supply Chain IT at a Fortune 100 company

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Foreword by Nancy M. Dixon.


Chapter 1: Knowledge Jam Rationale: Solving Thorny Problems.

What′s Not Working?

Blind Spots.


Knowledge Jails.

Sidebar: Contrasting the Effects of Non–Participative Versus Collective Capture.

Chapter 2: Knowledge Jam Basics.

Step 1: Select.

Step 2: Plan.

Step 3: Discover/Capture.

Step 4: Broker.

Step 5: Reuse.

Chapter 3: Discipline 1: Facilitation.

The Facilitator′s Mandate.

1. Facilitating the Select Step.

2. Facilitating the Plan Step.

3. Facilitating the Discover/Capture Step.

4. Facilitating the Broker Step.

5. Facilitating the Reuse Step.

Chapter 4: Discipline 2: Conversation.

Posture of Openness.

Pursuit of Diversity.

Practices of Dialogue.

Chapter 5: Discipline 3: Translation.

Brokers′ Motivators.

Brokering Basics.

Chapter 6: Bespeckled, Married, and Emancipated.


Surfacing Usable Insight.

Putting Knowledge to Work.

Chapter 7: Knowledge Jam Heritage: Prequel to the Three Disciplines.

Intelligence Acquisition.

Organizational Learning.

Sidebar: Structural Dynamics: Strategically Simulating Diversity.

Collaboration Technology.

Chapter 8: Comparing Knowledge Jam to Other Knowledge–Capture Methods.

A Facilitation–Conversation–Translation Scale.

Chapter 9: Building a Knowledge Jam Practice.

Building a Business Case and Selling Knowledge Jam.

Sidebar: The Price Is Right!

Cultivating Knowledge Jam Facilitators.

Measuring and Promoting Success.

Chapter 10: Knowledge Jam for Leading Change and Leveraging Social Media.

Using Knowledge Jam for Leading Change.

Sidebar: Jamming in the Boardroom Shared Insight in Action.

Knowledge Jam for Business Transformation and Social Media.

Chapter 11: An Invitation.

Why Knowledge Jam (and other forms of Knowledge Elicitation) will take off.

You Have Your Toolkit.

More Than a Business Tool.


A: Knowledge Types.

B: Knowledge Jam Templates.

C: Glossary of Terms.

D: Case Studies.

Institute for Healthcare Improvement (Healthcare Quality Improvement Nonprofit).

Forest Bioproducts Research Institute (New Energy Institute).

E: Knowledge Jam Practice FAQs.



The Author.


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Katrina Pugh
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