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Preface

Afew years ago, during one of my workshops, a partici- pant had a problem that he wanted the class to help him with. The issue had to do with the disposal of wastewater in the plant where he worked. He and his operations team had been wrestling with the issue for many months. It was a tricky matter that had the potential to cost his company millions of dollars and significant goodwill. Things looked bleak.

As the engineer explained the problem to us, we sat there befuddled so we just began asking questions. One question lead to another which lead to another and so on.After about 15 minutes of Q&A, his problem still wasn’t apparent so he drew a diagram on a flipchart.

With the benefit of the visual aide, the group quickly grasped his predicament and what had led up to it. Moments later, one of the participants simply said, “Why don’t you reverse the flow of that pipe over there?” The

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