There is a great little model which helps explain the learning process, but is also useful for helping to understand sometimes why communications breakdown. People are often unaware of what they know and what they don't know.
Remember when you first learnt to ride a bike? Initially you are unaware of what you don't know [1], then you try and fall off and realise you can't do this [2], then you can ride if you concentrate hard [3]… next thing you are peddling around and not even thinking about it [4]!
Obviously in real life this is a spiral and you keep moving onwards and upwards as you discover more things and aspects of things that you don't know and then master.
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Article: Management and Change Management
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It's not that some people have willpower and some don't. It's that some people are ready to change and others are not. - James Gordon, M.D.