Notes

Introduction

1 When I began using PCM in therapy, my treatment outcomes improved dramatically. So much so that Blue Cross Blue Shield, one of the major insurance providers in Kansas, placed me on a select list of clinicians who did not need preapproval for payment. This was because my patients’ outcomes were in the top 10 percent statewide. I attribute this to how PCM helped me connect better with patients, more quickly get to the real issues, and offer more effective mechanisms for self-care and recovery. A great side effect was that it helped depathologize and normalize a lot of what people were experiencing.

2 WD40 is the brand name of a common household lubricant sold in the United States. The name has become synonymous with getting things unstuck and helping lubricate for smoother operation.

3 “Store,” Kahler Communications, https://www.kahlercommunications.com/store.html.

4 Ryan Donlan, Eric Hampton, and Nate Regier, “Effects of Process Communication Model (PCM) Training,” Training Magazine, November–December 2017, https://trainingmag.com/trgmag-article/effects-process-communication-model-pcm-training/.

Chapter 2

1 “Taibi Kahler,” Exaudian Consulting, http://exaudian.com/taibi-kahler/.

Chapter 4

1 Gallup, “State of the American Manager: Analytics and Advice for Leaders,” 2015.

2 Interaction safety is a central theme in Frederick A. Miller and Judith Katz, Safe Enough to Soar: Accelerating Trust, Inclusion & Collaboration in the Workplace (Oakland, CA: Berrett-Koehler, 2015).

3 This fictional example is based on real results from Wesley Medical Center, a 2,500-employee HCA hospital. Next Element delivered PCM training and support for nurse managers to address problems with turnover. In one year, they reduced turnover by 2.5 percent, saving $250,000 for a 500 percent return on investment.

4 John Izzo, The Purpose Revolution: How Leaders Create Engagement and Competitive Advantage in an Age of Social Good (Oakland, CA: Berrett-Koehler, 2018). Dan Pink, Drive: The Surprising Truth about What Motivates Us (New York: Riverhead Books, 2009).

5 MUSE School CA, www.museschool.org.

Chapter 5

1 Compassion is the practice of demonstrating that people are valuable, capable, and responsible: the three switches of The Compassion Mindset. Learn more at https://thecompassionmindset.com/.

2 The Irony of Intent was originally conceptualized and developed by Nate Regier and Taibi Kahler, and further refined with help from Robert Wert.

3 Arbinger Institute, Leadership and Self-Deception: Getting Out of the Box (Oakland, CA: Berrett-Koehler, 2010).

Chapter 6

1 Patrick Lencioni, The Five Dysfunctions of a Team: A Leadership Fable (San Francisco, CA: Jossey-Bass, 2002).