CONTACTS 
0201 - Dep Natrl Rscrs & Consvn
020101 - Mr. Wayne Wetzel

SUBJECTS
Analysis of Pending Tasks

0403 -
0403 -    ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 9 0000.
040502 -
040503 - Wayne is scheduling a progress meeting at 1330 today in the Water
040504 - Resources conference room.  He asked me to attend.
040505 -
040506 -
040507 -
040508 -
0406 -

SUBJECTS
DNRC, Welch Contract, A02 - Extend Current Contract
Assignments; Communication Engineer, Metrics
Welch Does Not "Direct" People
Conflict with Existing Methods, Command & Control of the Record
Welch Management Method; Psychologically Demanding, Truth
Pressures People to Use Good Management Practices and This Causes Str
Welch Does Not Direct People to Do Anything SDS Pressures People to U
Psychologically Demanding Com Manager Consistently Discovering Notify
Welch Does Not Direct People SDS Aligns Work with Objectives Requirem
Dilemma People Hate Accountability Love Listening Get Mad Seeing Deta

4112 -
411301 -  ..
411302 - Amendment will extend contract term to end of February and Welch will
411303 - work only on claims during that period.
411305 -  ..
411306 - I explained the need to get the authority submitted so there is not a
411307 - repeat of the situation last month, where there is no funding and more
411308 - memos get written.
411309 -
411310 -
411312 -  ..
4114 -
4115 -
4116 - Discussion
4117 -
411701 - Wayne met with Sarah yesterday and asked her to change some language
411702 - in the amendment to the Welch contract.  He wants focus on management
411703 - support so that DNRC can recover claims against Voith and Tudor for
411704 - failure to perform contract requirements.  SDS helps people use good
411705 - management practices that comply with contract requirements, so that
411706 - Tudor and Voith cannot claim DNRC is seeking recovery under provisions
411707 - which DNRC is not performing, as discussed with Sarah in recent weeks.
411708 - The Amendment will extend the Welch Agreement to the end of June.
411709 -
411711 -  ..
411712 - Communication Manager Role Aligns Work with Requirements
411713 - Welch Management Method Encouraces Good Management Practice
411714 -
411715 - Wayne advised that Sarah and Walt are still complaining that Welch is
411716 - directing the work of the Engineer and DNRC.
411718 -  ..
411719 - Wayne has pointed out to everyone that Welch does not "direct" anyone
411720 - to do anything.  Records in SDS show what people are doing, saying and
411721 - proposing and how work history aligns with objectives, requirements,
411722 - and commitments, as discussed on 920110. ref SDS 6 0869  Knowledge of
411723 - critical connections of cause and effect empowers managers to direct
411724 - the work by taking proactive action in time to avoid problems and
411725 - sieze opportunities under the rule knowledge is power, which he
411726 - described earlier on 911205 explaining the advantage of executive
411727 - support. ref SDS 5 8402  However, this new power for saving time and
411728 - money is causing deep ill feelings, also discussed on 920110,
411729 - ref SDS 6 4839, because responsibility brings accountability that
411730 - makes some people uncomfortable.
411731 -
411732 -     [On 991108 Legend of Prometheus demonstrates long history of
411733 -     people avoiding the power of knowledge in order to avoid
411734 -     responsibility. ref SDS 25 5368
411736 -      ..
411737 -     [On 040312 energy connecting cause and effect yields the power of
411738 -     knowledge to predict the future under the locality principle
411739 -     derived from the irreversibility of time that flows from the 2nd
411740 -     law of thermodynamics. ref SDS 28 YH4G
411742 -  ..
411743 - He feels reaction is growing against pressure to use good management
411744 - consistently, as we anticipated in the beginning, on 911011.
411745 - ref SDS 3 9382
411746 -
411747 -     [On 920210 SDS pressure more acute. ref SDS 11 8400
411748 -
411749 -     [On 920210 people hate organizational memory. ref SDS 11 1194
411751 -      ..
411752 -     [On 920501 contract notice provisions cause tension that does not
411753 -     feel good at the time. ref SDS 12 0198
411755 -      ..
411756 -     [On 920714 DNRC concerned record that shows it did not follow the
411757 -     contract in every particular precludes using the record to show
411758 -     that Voith's failure to perform prevented DNRC from complying with
411759 -     some provisions. and ref SDS 13 EX93
411761 -      ..
411762 -     [On 951103 role of psychologists to improve communication.
411763 -     ref SDS 18 4355
411765 -      ..
411766 -     [On 961017 USACE has same concern. ref SDS 20 1127
411767 -
411768 -
411769 -
411770 -
4118 -

SUBJECTS
People Get Mad When Morris Submits Records to Refresh Recollections

4303 -
430401 -  ..
430402 - Dilemma People Want Listening Get Mad When Communication is Accurate
430403 - SDS Pressures Performance; Psychologically Demanding
430404 - Love Listening Hate Accountability Dilemma Feel Good Management
430405 - Conflicts with Feel Good Management Love Listening Hate Accountability
430406 -
430407 - Follow up ref SDS 6 4839.
430408 -
430409 - Wayne said that SDS records showing work aligned with objectives,
430410 - requirements and commitments make people mad, following up discussion
430411 - on 920110. ref SDS 6 GR5K  They have to disrupt their work to find
430412 - information that verifies and fills gaps in their memory of events.
430413 - Not finding anything in their notes and files is frustrating, because
430414 - details that previously seemed small and unimportant suddently become
430415 - critical when positioned in the larger context of work history.  SDS
430416 - makes people mad because the normal reliance on assumptions from
430417 - personal memory presents risk of mistakes.  Clyde Earnest with Tudor
430418 - Engineers made a similar point on 881007. ref SDS 1 KZ5J
430419 -
430420 -      [On 960326 Morris related similar experience at Chips.
430421 -      ref SDS 19 TW7M
430423 -  ..
430424 - Wayne noted that by the time people get SDS records, a day to a week
430425 - or so after events, they have already told their boss and colleagues
430426 - of initial impressions.  People get mad about having to clarify and
430427 - update everyone on details that were perviously omitted or presented
430428 - out of context, and especially if they have to explain mistakes, risks
430429 - of mistakes, or otherwise cause superiors to disrupt their work to
430430 - consider matters that everyone had perviusly thought were unimportant.
430432 -  ..
430433 - Wayne commented that pausing to look up accurate information rather
430434 - than rely on erroneous and incomplete memory is a big benefit of SDS
430435 - that helps avoid mistakes by improving listening.  When there is a lot
430436 - going on with constant meetings and calls, it is easy for people to
430437 - misunderstand and forget to follow up.  SDS helps solve this problem
430438 - by providing a dedicated mechanism that aids listening to understand
430439 - correctly and follow up on time, as related on 890809. ref SDS 2 CJ9J
430440 - However, not everyone really wants better listening, because it takes
430441 - time for deliberation that disrupts everyone's work.
430442 -
430443 -      [On 991014 people avoid links to avoid responsibility for
430444 -      knowledge. ref SDS 24 3066
430446 -       ..
430447 -      [On 991108 Legend of Prometheus shows people object to new way of
430448 -      working that brings responsibility for knowledge. ref SDS 25 5368
430450 -       ..
430451 -      [On 020920 people strongly resist links in SDS records to avoid
430452 -      responsibility for knowledge. ref SDS 27 5P3O
430454 -  ..
430455 - Wayne said SDS presents a funny dilemma.
430457 -  ..
430458 - People love listening.  Everyone wants everybody to "listen."
430460 -  ..
430461 - However, when mistakes occur many long meetings and ad hoc discussions
430462 - on the phone and in the hallways occur where strong emotions erupt.
430463 - People blame others for not listening, argue endlessly about who was
430464 - dilegent and what was said previoulsy, what is in a contract, what is
430465 - in a memo, and what was changed at a meeting two weeks ago, by a phone
430466 - call yesterday, and by a fax a month ago.  Nobody has any records at
430467 - hand, but everyone insists their memory is accurate about what was
430468 - said and done and what people should have understood based on common
430469 - sense.  When people finally calms down, there is great contrition
430470 - about mistakes, delay, loss and often tragedy.  People feel bad and so
430471 - promise to use more diligence listening carefully to get things done
430472 - correctly, on time and within budget.  But, when an SDS record comes
430473 - in people get mad instead of feel a sigh of relief that somebody
430474 - exercised diligence and listened, so that others can get things done.
430475 - People resist pressure of an accurate record that brings understanding
430476 - and enables follow up to save lives, time and money by saying that
430477 - good management, listening and attention to detail are unnecessary
430478 - overkill, that SDS is just one person's interpretation.  Wayne
430479 - recalled Sarah's point on 920110 that paradoxically people do not feel
430480 - good about getting feedback in SDS to refine accuracy of
430481 - communication, even though everyone wants others to accurately
430482 - understand them. ref SDS 6 VK4H
430483 -
430484 -       [On 920210 people hate organizational memory. ref SDS 11 1194
430486 -        ..
430487 -       [On 921127 small, inoccuous details later explode into major
430488 -       problems. ref SDS 14 0674
430490 -        ..
430491 -       [On 940327 Morris reports people get mad when he submits notes
430492 -       of meetings to refresh recollections. ref SDS 15 J47F
430494 -        ..
430495 -       [On 941209 PG&E arguing about who said what at the last meeting.
430496 -       ref SDS 17 PK5M
430498 -        ..
430499 -       [On 961017 USACE staff objected to feedback in SDS because
430500 -       people get mad when the record is different from their memory.
430501 -       ref SDS 20 5832
430503 -        ..
430504 -       [On 970707 USAFIT study explains cost overruns caused by complex
430505 -       communication cause management to degrade to entropy, i.e.,
430506 -       chaos, and fail. ref SDS 22 0108
430508 -        ..
430509 -       [On 981223 Tom Keesling noticed communication dilemma at USACE.
430510 -       ref SDS 23 HS8J
430512 -        ..
430513 -       [On 020217 Roy Roebuck noticed same dilemma at DOD. ref SDS 26
430514 -       9360
430516 -  ..
430517 - People want biological hearing, observing and jotting notes as events
430518 - occur to be "listening" that is good enough to get by, as Morris noted
430519 - on 890809. ref SDS 2 5930  People get mad when others do not listen,
430520 - but, people, also, get mad when they discover that listening requires
430521 - capturing a good record, adding alignment and getting feedback,
430522 - explained in POIMS. ref OF 1 HP6J  People, also, get mad because they
430523 - cannot find anything in their records that supports their memory.
430524 - This causes feelings of inadequacy and incompetence.  Worry about job
430525 - security causes hurt feelings, resentment and fear of SDS records that
430526 - makes people mad, and so denial builds that effort to ensure accurate
430527 - communications is not really needed, that anything beyond reliance on
430528 - innate memory is unnecessary overkill.
430530 -  ..
430531 - On 911121 Morris was disappointed about not having enough time to
430532 - learn SDS. ref SDS 4 7420
430534 -  ..
430535 - SDS records show correlations, implications and nuance from connecting
430536 - the dots of daily communication with relevant context from history,
430537 - and with objectives, requirements and commitments that are overlooked
430538 - by busy people due to limited span of attention.  This is initially
430539 - often overwhelming because people are not familiar with seeing details
430540 - of daily work.  The prospect that so much is missed causes shock and
430541 - fear about how much has been missed in other events where SDS was not
430542 - used.  Fear grows about accountability that may result from exposing
430543 - notice of harmful consequences that were not intended, but become
430544 - evident from making connections in SDS showing alignment that is not
430545 - recognized during meetings and calls.  Differences between what people
430546 - recognize during communication and what is exposed by the microscope
430547 - of SDS is described as a different "interpretation," that makes people
430548 - mad, and makes good management look like unnecessary overkill that
430549 - reduces wriggle room, explained in POIMS. ref OF 1 026O
430551 -  ..
430552 - Stopping to deliberate about past events takes time that delays taking
430553 - action.  Planning makes people mad and frustrating.  Many prefer to
430554 - avoid seeing the big picture from connecting the dots in SDS records,
430555 - and instead want their memory to be good enough to get by relying on
430556 - remembering only the gist of the story without investing time for
430557 - verification to refine accuracy of understanding, and correcting
430558 - communication that does not line up, as Walt Anderson discussed on
430559 - 911011. ref SDS 3 RV7M
430561 -  ..
430562 - In effect, people don't want technology and help using good management
430563 - to succeed.  People want technology and help to make bad management,
430564 - that feels good, be successful.  It's a dilemma, discussed in POIMS.
430565 - ref OF 1 4079
430566 -
430567 -       [On 920210 people hate organizational memory. ref SDS 11 1194
430569 -        ..
430570 -       [On 970125 Morris seemed disappointed because SDS works so well.
430571 -       ref SDS 21 6693, ref SDS 21 0472
430573 -      ..
430574 -     The problem on this Voith contract is that the power of SDS is
430575 -     being directed inward on DNRC, rather than on Voith, Tudor and now
430576 -     Power.
430578 -  ..
430579 - Wayne noted that people get mad anyway when listening fails causing
430580 - mistakes, delay, loss, even injury and death.  So, hurt feelings that
430581 - make people mad because good management to avoid mistakes is stressful
430582 - not fun, and does not feel good, is not a good reason to avoid using
430583 - SDS for improving accuracy of communication in order to get things
430584 - done correctly and on time.
430585 -
430586 -       [On 941020 yielding to "feel good" management caused greater ill
430587 -       feelings later. ref SDS 16 6007]
430589 -        ..
430590 -       [On 961017 USACE staff recognized that people get mad when
430591 -       communication fails so getting mad about feedback in SDS is the
430592 -       price people pay for good management. ref SDS 20 144F
430594 -  ..
430595 - Wayne wants to let the current hurt feelings heal by permitting Sarah,
430596 - Walt and Power Engineers to develop an independent synergy over the
430597 - next few weeks without the pressure from Welch and SDS on performing
430598 - Agreements and commitments.
430600 -  ..
430601 - Wayne feels that within 2 weeks another crisis will develop where they
430602 - will need Welch, but for now he wants me to work only the claims.  I
430603 - explained the need to avoid such crisis by managing properly.  Wayne
430604 - recognizes this, but believes the best course for now is to relieve
430605 - the pressure of SDS.
430607 -      ..
430608 -     We did not discuss the need for DNRC to take consistent steps and
430609 -     to create a record of compliance with objectives, requirements and
430610 -     commitments that is essential in order for DNRC to recover on its
430611 -     claims.  A claimant's entitlement is diminished when complaining
430612 -     another party failed to perform contract provisions which the
430613 -     claimant has, itself, failed to perform.
430615 -      ..
430616 -     Good management is closely linked to claim recovery.
430618 -  ..
430619 - Wayne requested a list of information from others needed for the
430620 - claims work.  He will send out a written request for this information.
430622 -  ..
430623 - I confirmed that I will not be submitting a list of tasks and proposed
430624 - assignments, as Wayne requested at the meeting last Thursday, ref SDS
430625 - 8.  Some of this has already been done.
430626 -
430627 -
430629 -  ..
4307 -
4308 -
4309 - 1340 called Wayne
4310 -
431001 - Related the discussion with Sarah earlier today. ref SDS 10 0001.
431002 -
431003 - Suggested the amendment provide funding until April with the
431004 - understanding that the Department can terminate the agreement within 2
431005 - weeks.  This avoids having to write another amendment to go beyond
431006 - February.  Wayne says he is getting mixed signals on what his crew
431007 - really wants from Welch. He will discuss it further with Sarah.
431009 -  ..
431010 - I also got a call from Mike Sims this morning from the plant in which
431011 - he related a discussion with Walt and Dave on the merits of SDS. Mike
431012 - feels Dave recognizes the value of this tool.
431013 -
431014 -
431015 -
431016 -
431017 -
431018 -
431019 -
431020 -
431021 -
431022 -
431023 -
4311 -