Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Sometimes your greatest opportunites start when you
walk across the room.

Clueless Majorities . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Use this pattern to tune in to opportunities for new
business, to unearth barriers to performance you
may be missing, and to create a better cross-cultural
leader: you.

Denial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Acknowledging or accepting - instead of denial - can turn
a bad situation into a delighted customer or defuse conflicts
among employees.