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MENTAL MODELS
Mental models are a set of underlying understandings and beliefs, which help us to
operationalize concepts. They contain knowledge of the systems that need to be controlled
but they themselves are not knowledge. Multiple mental models are used to filter data and to
describe, explain and predict system failures. The mental models are useful to access swift
understanding but their reductionary nature may distort meaning (for example stereotypes).
Personal background and experience may skew the understanding.
Our conclusion is that mental models are important to both managers entrusted to make
decisions and for those responsible for ensuring performance. Failure to address the mental
models may result in individuals taking arbitrary action without much thought. Although it is
often difficult to verbalise or make explicit the prevalent models, the advantage in doing so
can result in a scenario of a shared memory for the future, greater understanding of why
people act the way they do and context. It is risky and takes courage and persistence to
address existing mental models and to shift paradigm. But to those managers, who succeed,
the possibility exists to successfully address existing issues and solve previously unresolved
problems.