Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- List of Tables and Figures -- List of Exercises -- Acknowledgments -- Part I. Frameworks -- 1. Introduction -- 2. A Working Model of Stories -- 3. Organizational Communication: Broadcasting Signals -- 4. Case Study: Dreyer's Ice Cream -- 5. Organizational Learning: Building Bridges -- 6. Case Studies: DTE Energy and Jeff Bukantz -- Part II. Interviews -- 7. Introduction to the Interviews -- 8. Interview with Bernice Moore, CTB/McGraw-Hill -- 9. Interview with Robert Kraska, DTE Energy -- 10. Interview with Sherrie Cornett, Dreyer's Ice Cream -- 11. Interview with Marty Fischer, Starbucks Coffee -- 12. Interview with Father Marus, Woodside Priory School -- Part III. The Competency Map -- 13. Introduction to the Competency Map -- 14. The Core -- 15. The Process Ring -- 16. The Interaction Ring -- 17. Summary -- Appendix: Folktale Illustrating Principles of Active Listening -- Suggested Reading -- Index -- About the Author.