Pt. 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 -- Pt. 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 -- Pt. III. The competency map -- 13. Introduction to the competency map -- 14. The core -- 15. The process ring -- 16. The interaction ring -- 17. Summary -- App. Folktale illustrating principles of active listening.