Mental models are the images, assumptions, and stories that people hold in their minds about themselves and the world. They profoundly influence individuals' perceptions and lives. Mental models are tacit, flawed, and formed based on people's experiences and social interactions. Understanding mental models can help explain miscommunications and improve interactions between individuals and in organizations.

1. MENTAL MODELS
Lessons From The Fifth Discipline Fieldbook by Senge,
Kleiker, Roberts, Ross and Smith
Presentation by
Amy Rae @elucidateamy &
Joanna Beltowska @jbeltowska

2. It’s easy to recognize
miscommunication,
but more difficult to
identify why it
happens.

3. SH ORT T ER M
PE RC E PT ION S
Mental Models
are the images, assumptions, and
stories which we carry in our minds of
ourselves, other people, institutions,
and every aspect of the world. They
can help us understand why
miscommunications happen. SE M I -PERMANENT
M A PS

4. Our Filter
Mental Models help us sift through
and process huge amounts of data
daily. Without them, we’d be
overwhelmed by existence.

5. Unique Perception
They profoundly influence our lives
on an individual level, like a
colored lens becoming more
saturated over time.

6. Unique Perception
They profoundly influence our lives
on an individual level, like a
colored lens becoming more
saturated over time.
Joe

7. Unique Perception
They profoundly influence our lives
on an individual level, like a
colored lens becoming more
saturated over time.
Jim
Joe

8. Like computer models or
architectural models, mental
models offer an imperfect but
useful representation of reality.

9. Mental Models are tacit
understood or implied without being stated
©20 11 UN D ER C U R R E N T G L O B A L . C O N F I DE N TIAL AND PROPRIETARY. 7

10. Mental Models are tacit
Exercise:
There is a list of words on the next page.
Look at the list for 10 seconds, memorize as
many as you can, and then move on to the
next slide.
©20 11 UN D ER C U R R E N T G L O B A L . C O N F I DE N TIAL AND PROPRIETARY. 8

11. Mental Models are tacit
Look at the list for 10 seconds, memorize as
many as you can, and then move on to the
next slide.
★ Slumber ★ Pillow
★ Dream ★ Night
★ Bed ★ Blanket
★ Quiet ★ Pajamas
★ Nap ★ Snooze
©20 11 UN D ER C U R R E N T G L O B A L . C O N F I DE N TIAL AND PROPRIETARY. 9

12. Mental Models are tacit
How many did you remember? Write them
a$ down.
©20 11 UN D ER C U R R E N T G L O B A L . C O N F I DE N TIAL AND PROPRIETARY. 10

13. Mental Models are tacit
Was sleep in there? We thought so.
This is one of your many mental
models playing tricks on you.
★ Slumber ★ Pillow
★ Dream ★ Night
★ Bed ★ Blanket
★ Quiet ★ Pajamas
★ Nap ★ Snooze
©20 11 UN D ER C U R R E N T G L O B A L . C O N F I DE N TIAL AND PROPRIETARY. 11

14. In addition to being tacit...
Mental Models are flawed

15. Mental Models are flawed
Exercise:
Match the images below with a job title.
DO G S I TTER
M CD ON A L D’ S E MP LOY E E
A ST R O PH Y SI C I ST

16. Mental Models are flawed
Making choices like this reveals a unique
underlying %amework for decision making:
a$ of our past experiences. In moments like
this, assumptions run rampant.
M CDO NA L D’ S D OGSI TTE R
E MPL OY EE A ST R O PH Y SI C I ST

17. These exercises helped us reflect
on our own models momentarily.
True exploration, though, is only
found through continuous inquiry
and deep reflection over time.

18. So, how are mental models built?

19. Your Social Life SH ORT T ER M
PE RC E PT ION S
matters more than you think. Each
interaction creates neurological
pathways, like ruts and grooves in
your brain. The more we think,
behave, and interact in a certain
way, the deeper ruts and grooves SE M I -PERMANENT
become. Ultimately, these are our
M A PS
neural networks: the science behind
mental models.

20. I T AK E ACT I ON
B A SE D ON
BE L I E F S
I A DOP T BE LI E F S
I DR AW
CONC LUS I ONS
Ladder of Inference I MAK E
AS SUM PT I ONS
B A SE D ON T HE
How Mental Models are Formed “ DAT A” I A DDE D
I ADD ME A NI NG S
( CUL TU RA L, P E RS O NAL )
I S E L E CT “ DAT A” F RO M
WH AT I O B SE R V E
OB S E RV AB L E “D ATA”
AND E XP E R I E NCE S

21. I T AK E ACT I ON
B A SE D ON
BE L I E F S
I A DOP T BE LI E F S
I DR AW
CONC LUS I ONS
The more frequent the I MAK E
climb, the easier it AS SUM PT I ONS
B A SE D ON T HE
“ DAT A” I A DDE D
becomes.
I ADD ME A NI NG S
( CUL TU RA L, P E RS O NAL )
I S E L E CT “ DAT A” F RO M
WH AT I O B SE R V E
OB S E RV AB L E “D ATA”
AND E XP E R I E NCE S

22. The “Expert Problem”
Specialists fall into Mental Models’ traps
easily, because we tend to work with
those who share a common worldview.
This can get us into trouble when trying to
communicate with others who do not
share our expertise.

23. User Experience
Those who design for others, specifically
digital user experience, should be very aware
of Mental Models. Each design must
account for individuals’ unique knowledge
and expectations.

24. Your Colleagues
Everyone wants to work in a harmonious,
tolerant work environment. Thinking about
your colleagues’ Mental Models before
jumping to conclusions will yield more hugs
and better work. We promise.
ES AT
VERY TOLERANT COLLEAGU
D
UNDERCURRENT: @TAFTCAR
AND @MATTHEWCA RLIN

25. Mental Models in Business
Why corporations should (and do) care.

26. Shell: A Realization That Ushered In A New World View
B Y D I S COV E R IN G AND ACKNOWLEDGING MENTAL MODELS, SHELL C O M P L E T E LY T R A N S F O R M E D T H E I R B U S I N E S S
★ PREDOMINANT MENTAL MODEL
The oil industry is stable and predictable.
Managers failed to take predicted scenarios
seriously.
★ MODEL OF INQUIRY
Scenario planning
★ SUGGESTED ACTION
Scenario forecasting for managers
★ OUTCOME
1970: The weakest big oil company
1979: The strongest big oil company

27. NASA: The Perils of Mental Models
T WO DI S A S TER S THAT WERE NOT A FAULT OF ENGINEERING BUT C AUS E D B Y N A S A’ S M E N TA L M O D E L S
★ PREDOMINANT MENTAL MODEL
NASA is flawless. Successful outcomes
caused people to ignore disconfirming
information, out of spec performance and
dysfunctional decision processes.
★ MODEL OF INQUIRY
Investigative report post Columbia
accident
★ SUGGESTED ACTION
Unknown
★ OUTCOME
Halted replacement of orbiter

28. “Creativity is mixing and matching patterns of
everything you've ever experienced or come to know
in your lifetime. It's saying "this is kinda like that." The
neural mechanism for doing this is everywhere in the
cortex.” - On Intelligence, Jeff Hawkins

29. E X P L IC IT
K N OW L E D G E
TAC IT
KNO WLE DGE
When interacting with others, never forget to
appreciate the vast amount of lived experience
and knowledge below the surface.

30. Special thanks to our mentors and friends at

31. MENTAL MODELS
Lessons From The Fifth Discipline Fieldbook by Senge,
Kleiker, Roberts, Ross and Smith
Presentation by
Amy Rae @elucidateamy &
Joanna Beltowska @jbeltowska