Foreword / by Chris Argyris -- Acknowledgments -- About the author -- Defining defensive routines -- Framing the issue: the work of Chris Argyris -- The foundational skill set -- Mark, Brenda, you, and me: bringing defensive routines about and keeping them in place -- Conditions of threat and embarrassment: fix it now or fix it later, scene one: the bad news -- Being in control: fix it now or fix it later, scene two: the word gets out -- Bypass tactics and covering up: fix it now or fix it later, scene three: being nice -- Discussing the undiscussable -- Strategic interventions: interviews and mapping -- The de-escalation: fix it now or fix it later: Mark and Brenda reflect -- Engaging differences -- Key thought enablers -- Staying on the path of learning -- Mistakes, continuous learning, and progress -- Helping those who teach, learn -- Conclusion -- Appendix A: Mapping templates -- Appendix B: Strategies for case study groups -- Bibliography -- Index.