intro
trend
pick
outro
CODE
letter
intro
trend
pick
outro
3
i n t r o
25
4
9
12
p i c k
13
Burnout hasn’t had the last word. Burnout hasn’t had the last word.
To balance the need for breadth (everyone feels a bit burned
To balance the need for breadth (everyone feels a bit burned out) and depth (some are so burned out, they can no longer do
out) and depth (some are so burned out, they can no longer do their jobs), we ought to think of burnout not as a state but as a
B
their jobs), we ought to think of burnout not as a state but as a spectrum. In most public discussion of burnout, we talk about
spectrum. In most public discussion of burnout, we talk about workers who “are burned out,” as if that status were black and
white. A black-and-white view cannot account for the variety
workers who “are burned out,” as if that status were black and
of burnout experience, though. If there is a clear line between
white. A black-and-white view cannot account for the variety
burned out and not, as there is with a lightbulb, then we have
of burnout experience, though. If there is a clear line between
no good way to categorize people who say they are burned out
burned out and not, as there is with a lightbulb, then we have but still manage to do their work competently. Thinking about
B
no good way to categorize people who say they are burned out burnout as a spectrum solves this problem; those who claim
but still manage to do their work competently. Thinking about burnout but are not debilitated by it are simply dealing with a
burnout as a spectrum solves this problem; those who claim partial or less-severe form of it. They are experiencing burnout
burnout but are not debilitated by it are simply dealing with a without being burned out. Burnout hasn’t had the last word.
*debilitate
partial or less-severe form of it. They are experiencing burnout
Public discussion of burnout has not reached an end.
without being burned out. Burnout hasn’t had the last word.
There still exists room for a greater degree of exhaustion.
*debilitate
All-or-nothing criteria are applicable to burnout symptoms.
Public discussion of burnout has not reached an end. Exhaustion is overcome in different ways based on its severity.
There still exists room for a greater degree of exhaustion. Degrees of exhaustion are shaped by individuals’ perceptions.
All-or-nothing criteria are applicable to burnout symptoms.
Exhaustion is overcome in different ways based on its severity.
Degrees of exhaustion are shaped by individuals’ perceptions.
[
¸¿ª» ¬¸» ´¿-¬ ©±®¼ -°»½¬®«³ ½¿¬»¹±®·¦»
½±³°»¬»²¬´§ °¿®¬·¿´
14
journey edges journey edges
Many ancillary businesses that today seem almost core at
one time started out as journey edges. For example, retailers Many ancillary businesses that today seem almost core at
often boost sales with accompanying support such as one time started out as journey edges. For example, retailers
assembly or installation services. Think of a home goods often boost sales with accompanying support such as
retailer selling an unassembled outdoor grill as a box of parts assembly or installation services. Think of a home goods
and leaving its customer’s mission incomplete. When that
retailer selling an unassembled outdoor grill as a box of parts
retailer also sells assembly and delivery, it takes another step
and leaving its customer’s mission incomplete. When that
in the journey to the customer’s true mission of cooking in his
retailer also sells assembly and delivery, it takes another step
backyard. Another example is the business-to-business service
contracts that are layered on top of software sales. Maintenance,
in the journey to the customer’s true mission of cooking in his
installation, training, delivery, anything at all that turns do-it- backyard. Another example is the business-to-business service
yourself into a do-it-for-me solution originally resulted from contracts that are layered on top of software sales. Maintenance,
exploring the edge of where core products intersect with installation, training, delivery, anything at all that turns do-it-
customer journeys. yourself into a do-it-for-me solution originally resulted from
*ancillary **intersect
exploring the edge of where core products intersect with
requiring customers to purchase unnecessary goods
customer journeys.
decreasing customers’ dependence on business services
*ancillary **intersect
focusing more on selling end products than components
adding a technological breakthrough to their core products requiring customers to purchase unnecessary goods
providing extra services beyond customers’ primary purchase decreasing customers’ dependence on business services
focusing more on selling end products than components
adding a technological breakthrough to their core products
providing extra services beyond customers’ primary purchase
‘
®»¬¿·´»® ¾±±-¬ ¿½½±³°¿²§·²¹ ¿--»³¾´§
·²-¬¿´´¿¬·±² ¸±³» ¹±±¼- ·²½±³°´»¬» ½±²¬®¿½¬ ´¿§»®
»¨°´±®»
15
What makes practicing retrieval so much better than
What makes practicing retrieval so much better than
review? One answer comes from the psychologist R. A.
review? One answer comes from the psychologist R. A. Bjork’s concept of desirable difficulty. More difficult retrieval
Bjork’s concept of desirable difficulty. More difficult retrieval leads to better learning, provided the act of retrieval is
leads to better learning, provided the act of retrieval is itself successful. Free recall tests, in which students need to
itself successful. Free recall tests, in which students need to recall as much as they can remember without prompting, tend
recall as much as they can remember without prompting, tend to result in better retention than cued recall tests, in which
students give hints about what they need to remember.
to result in better retention than cued recall tests, in which
Cued recall tests, in turn, are better than recognition tests,
students give hints about what they need to remember.
such as multiple-choice answers, where the correct answer
Cued recall tests, in turn, are better than recognition tests,
needs to be recognized but not generated. Giving someone a
such as multiple-choice answers, where the correct answer test immediately after they learn something improves
needs to be recognized but not generated. Giving someone a retention less than giving them a slight delay, long enough so
test immediately after they learn something improves that answers aren’t in mind when they need them.
retention less than giving them a slight delay, long enough so Difficulty, far from being a barrier to making retrieval
that answers aren’t in mind when they need them. work, may be part of the reason it does so.
*retrieval **retention
Difficulty, far from being a barrier to making retrieval
work, may be part of the reason it does so.
*retrieval **retention
Î
ß Þ¶±®µ
¼»-·®¿¾´» ½«»¼ ®»½±¹²·¬·±² ¹»²»®¿¬» ¼»´¿§
¾¿®®·»®
16
o u t r o
The fossil record provides evidence of evolution. The This makes sense from the perspective of information
story the fossils tell is one of change. Creatures existed in reliability.
the past that are no longer with us. Sequential changes are
The dynamics of collective detection have an interesting
found in many fossils showing the change of certain
feature. Which cue(s) do individuals use as evidence of
features over time from a common ancestor, as in the case
predator attack? In some cases, when an individual detects a
of the horse.
predator, its best response is to seek shelter. ( ) Departure
(A) If multicelled organisms were indeed found to have evolved from the group may signal danger to nonvigilant animals and
before single-celled organisms, then the theory of evolution cause what appears to be a coordinated flushing of prey from
would be rejected. A good scientific theory always allows the area. ( ) Studies on dark-eyed juncos (a type of bird)
for the possibility of rejection. The fact that we have not support the view that nonvigilant animals attend to departures
found such a case in countless examinations of the fossil of individual group mates but that the departure of multiple
record strengthens the case for evolutionary theory. individuals causes a greater escape response in the nonvigilant
(B) The fossil record supports this prediction — multicelled individuals. ( ) If one group member departs, it might
organisms are found in layers of earth millions of years have done so for a number of reasons that have little to do
after the first appearance of single-celled organisms. Note with predation threat. ( ) If nonvigilant animals escaped
that the possibility always remains that the opposite could each time a single member left the group, they would
be found. frequently respond when there was no predator (a false
(C) Apart from demonstrating that evolution did occur, the alarm). ( ) On the other hand, when several individuals
fossil record also provides tests of the predictions made depart the group at the same time, a true threat is much more
from evolutionary theory. For example, the theory predicts likely to be present.
that single-celled organisms evolved before multicelled *predator **vigilant ***flushing
organisms.
(A) (C) (B) (B) (A) (C)
(B) (C) (A) (C) (A) (B)
(C) (B) (A)
27
Ý
ݱ-³·¼»-
̱±¾§ Þ
Ý
Þ
ß
º±--·´ -»¯«»²¬·¿´ º»¿¬«®» ±®¹¿²·-³ ®»¶»½¬ ½±«²¬´»--
°®·³» ³±ª»® ¹»²»¬·½ »³»®¹»²½» ¿¼¿°¬¿¬·±² »¨¿³·²¿¬·±² -¬®»²¹¬¸»² ¿°°»¿®¿²½» ¼»³±²-¬®¿¬»
̸·- ̸·-
³¿µ» -»²-» °»®-°»½¬·ª» ®»´·¿¾·´·¬§ ¼§²¿³·½-
¼»¬»½¬·±² º»¿¬«®» -»»µ -¸»´¬»® ¼»°¿®¬«®»
©·¬¸ ®»¹¿®¼ ¬± ¿®·-» ½±²º·²» ¾» ¼»ª±¬»¼ ¬± ½±±®¼·²¿¬» ¶«²½± ¸¿ª» ´·¬¬´» ¬± ¼± ©·¬¸
»²®·½¸ ³»¬»® µ»§ ½±²-·-¬»²¬ º®»¯«»²¬´§
¬§°·½¿´ «²·º±®³·¬§ ±½½¿-·±²¿´ ¬±²¿´·¬§
28
CODE
letter
insight
M: Hello, everyone! Let’s talk about the word “yes.” We use it every day to indicate
agreement. But sometimes we say “yes” when we really mean “no.” Maybe
we’re avoiding conflict or just trying to be polite. But no matter what the reason
is, doing so can leave us feeling overwhelmed and resentful. That’s why we
need to remember that there’s nothing wrong with the word “no.” It allows us to
M: Good morning, shoppers. This is Jack Maris, the store manager. We’d like to avoid the things that aren’t right for us and to focus on the ones that are. There is
take this opportunity to thank you for making Gleason’s the city’s most nothing negative or selfish about focusing on your own interests and needs. So
popular supermarket. We have worked hard to make our store a comfortable don’t be afraid to prioritize yourself whenever you need to.
place for everyone. But we know that sometimes you’re in a rush and don’t
have time to shop. That’s why, starting next week, you can pre-order your
groceries. Just go online, choose the items you need, and they will be bagged
and waiting for you when you arrive. Thanks for listening, and enjoy the rest
of your day!
[Cell phone rings.]
M: Hi, Mom. I’m at the train station, but I don’t see uncle Theo. I don’t really
W: I’m thinking about taking a yoga class. I need to do something to keep in remember what he looks like.
shape. W: That’s not surprising. You haven’t seen him since you were little.
M: I’ve never tried yoga. I stay fit by riding my bicycle. M: There’s a man standing between a plant and a vending machine. He has long
W: I didn’t know you liked cycling. Where do you usually do it? hair.
M: Nowhere special. I just ride around the neighborhood. W: That’s not him. Your uncle has short hair. Maybe he hasn’t arrived yet.
W: Oh, I hope you always wear a helmet and pads. M: The clock above the vending machine says it’s exactly 3 o’clock.
M: Well, not always. But I sometimes wear them. W: Then he must be there. His train arrived at 2:45.
W: Sometimes isn’t good enough. Riding a bike can be dangerous. M: A man in a suit is lying down on a bench in front of the vending machine.
M: You’re right. I should wear them all the time. W: A suit? That’s definitely not him.
W: That’s right. And make sure your bike has a light, in case you are out after M: There’s one more man. He’s standing in the doorway beneath an exit sign.
dark. W: What does he look like?
M: Yes, it does have one. I guess a lot of people cycle carelessly. M: He’s wearing a hat and has a big mustache.
W: Exactly. If they’re not careful, they could end up getting hurt. W: That’s him. Wave to him, honey!
M: Thanks for reminding me of that. And good luck with your yoga class.
30
ïèò ïçò Lucas
Lucas sat on a park bench, staring at the pond with nothing
Dear Valued Customer,
else to do. The quiet park felt lifeless, and he couldn’t shake the
Thank you for dining at Urban Eats Bistro. Your
feeling that his day lacked excitement. He had messaged a few
satisfaction is our top priority, and we’re always looking for
friends earlier, but they all said they were too busy to meet.
ways to provide you with the best service possible. Every
Sighing, he leaned back and watched the ducks float by, feeling
guest’s experience is unique, and we value your thoughts and
that his weekend was completely wasted. Just then, he heard
perspectives. If you’d like to share your recent experience
someone calling his name. He looked up to see his best friend
with us, we’d truly appreciate it. Your feedback helps us enhance
approaching with a wide smile and holding two cups of coffee.
our service while also guiding other diners in making
Behind him were more friends, carrying blankets and food. “We
informed decisions. You can easily share your thoughts by
thought you’d be here!” they said, setting up a picnic. Lucas
visiting our review page at [Link]/
settled in with his friends, the quiet park now buzzing with
review. As a token of our gratitude, you’ll receive a 10%
warmth and energy.
discount on your next visit. Thank you for your time and
support!
Warm regards,
The Urban Eats Bistro Team
Ô«½¿-
Ë®¾¿² Û¿¬- Þ·-¬®±
©©©ò
«®¾¿²»¿¬-¾·-¬®±ò½±³ñ®»ª·»©
Ô«½¿-
Ë®¾¿² Û¿¬- Þ·-¬®±
ª¿´«»¼ ¼·²» -¿¬·-º¿½¬·±² ¬±° °®·±®·¬§
°»®-°»½¬·ª» ¼·²»® ·²º±®³»¼ ¿- ¿ ¬±µ»² ±º
±²» ¹®¿¬·¬«¼» ´·º»´»-- -»¬¬´» ·² ¾«¦¦
35
Correlations between strong self-control and good outcomes One of the most puzzling things in the theory of natural
can be found with exercise. Sticking to an effective exercise selection is that there is no obvious selector. Evolution through
plan requires resolve. Engaging in a physical activity requires natural selection appears to be an extremely blind, wasteful,
endurance and the capacity to push through significant discomfort sluggish process. Complex life emerged through incremental
during the course of such activity. But the challenge starts even accumulation of complexity and order over time. Charles
before training or exercise, when you are warm and comfortable Darwin avoided using the term “evolution” to describe natural
in your bed and the alarm clock wakes you up for your cold and selection since at the time the word implied directional progress
wet run early in the morning. We are constantly bombarded toward an ideal. New species emerged as adaptations to
with challenges and temptations that threaten to throw us off environmental niches, not necessarily manifesting a direction
track from following our fitness goals. This is in part because toward more complex or mindful organisms. In other
the non-fitness options often . words, Darwin and his successors saw adaptations as an
Various studies confirm that self-control appears to be an accidental phenomenon in natural selection — insisting that
important factor in both starting and sticking with exercise . Nevertheless,
routines. For example, people with greater self-control can complexity and more cooperation and connection sometimes
better foresee and overcome obstacles to exercise and, in offer an advantage in the struggle for survival, and “survival of the
general, plan for exercise more effectively. fittest” has certainly meant that evolution has promoted progress
* bombard: — if not toward some predetermined ultimate ideal.
* sluggish: ** incremental:
cause an overwhelming sense of guilt
*** niche:
present the path of less resistance
evolution seems to follow a path built by natural selection
reinforce the initial motivation
progress is achieved by the accumulation of consistent effort
compel us to exercise self-control
there is no conscious search for improvement in an organism
remove obstacles to our fitness goals
the fittest can get a competitive edge and reproduce successfully
every organism sets a goal it must reach quickly in order to survive
42
Åìï¢ìîÃ
Expertise is a double-edged sword. Even relevant expertise
is insufficient for some problems. Many business problems
are complex, ill-defined, and non-routine. Complex problems’
many interrelated causes make them difficult to understand.
An ill-defined problem is one where the current situation,
desired outcome, and path between the two are difficult to
articulate. Complex problems are often initially ill-defined
and typically non-routine. Non-routine problems have unique
characteristics: we face them infrequently and (a) lack the
opportunity to develop experience and expertise in solving
them. The complexity of business problems often requires the
integration of various domains of knowledge, (b) exceeding
the expertise of all but the polymath problem solver.
As problem complexity increases, solvers are more likely to
face “unknown unknowns,” further (c) challenging the value :
of expertise. Long before US Defense Secretary Donald
Rumsfeld made the term famous in his 2002 press
conference, the notion of unknown unknowns (commonly
called “unk-unks”) was familiar to project management and
engineering professionals. Although it is a cumbersome
phrase, an unknown unknown simply means that a problem
solver faces uncertainties in solving a problem she is
(d) aware of. Faced with complex problems, we rarely know
unaware
the right questions to ask. As Rumsfeld put it, “There are
things we don’t know that we don’t know.” The more we are
ignorant of the factors that produce a problem, the more
(e) likely we are to be surprised when events happen that
cause our solution efforts to fail.
* articulate: ** polymath:
*** cumbersome:
ìïò
Make a Routine, Reduce the Possible Unknowns
Why We Must Have Multiple Qualified Experts
Ill-Defined Problems: Are They Necessarily Bad?
Unknown Unknowns: The Wellspring of Innovation
The Expertise Trap: Why Knowledge Isn’t Always Enough
ìîò (a) (e)
(a) (b) (c) (d) (e)
47
CODE
letter
Hidden
Delight
î ï í
r
ì
i
ë
e
ê
c
é
è
a
ç
s
ïð
e
ïï
ïî ïí
o
ïì
i
ïë
p
ïê
ïé
o a
ïè
e
ïç
îð
e e
îï
îî
p r
e
îí îì
cîë
aîê e
îé
r
îè
s
ï ·²¬»´´·¹»²½» î
ë ·®®»¹«´¿®·¬§ í
è ì
ïð ¿ ê ½±³°®»¸»²-·ª»
ïí é º«»´
ïé ½±³°¿®¿¾´» ç
î𠲿¬«®»
îî ïï »¬¸·½¿´
îí ïî
îë ïì -«¾¶»½¬·ª»
îê ¿´¬»®²¿¬·ª» ïë °±ª»®¬§
ïê
îé ®»¿-±²¿¾´» ´±¹·½¿´ ïè
îè -«-¬¿·²¿¾´» ïç °±°«´¿¬·±²
îï ·³³·²»²¬
îì ·²¬»´´»½¬«¿´
îë
îê
51