Contentment Room
What we say How we act
We’re the market leaders Ignore the outside world
If it isn’t broken, don’t fix it Bureaucratic
Not invented here Arrogant
Management has decided Uninformed about competitors
We know our customers Don’t listen to staff
We have a great track record Head Office focus
We’re the most profitable Publish the company history
Let’s decide later No sense of urgency
We achieve our budgets Focus on day-to-day details
We’re the best Automatic salary increases
Source: Prof. Klaus Eckrich (adapted)

Denial Room
What we say How we act
What problem? Defend the past
Not my problem Defend the present
HQ doesn’t understand Aggression
It’s an industry trend Protect the status quo
My staff are no good Maintain taboos
Competitors are worse Kill the messenger
We’ve always done it this way Miss the message
Our business is different Don’t listen to staff
If adjusted for … it’s OK Massage the figures
It’s our customers’ fault Blame everybody else
It’s a short-term issue Tell stories about past glory

Confusion Room
What we say How we act
How did we get here? Frustration
Let’s hire some consultant Depression
What’s happening? Anger
What have I done wrong? Withdrawal
I’ve been saying that for years Blaming management
We did that years ago Loss of self-esteem
It’s all my fault Insecurity
Help! Set up committees

Renewal Room
What we say How we act
Let’s make it happen Accept responsibility
Let’s do it together Renewed energy
Let’s tell everybody about it Enthusiasm
Now I understand it Communicate
It’s been tough, but we did it Listen
We’re stronger now Learn
I don’t really miss it Trust
It’s better than I expected Delegate
We have to trust each other Independent
We could be better Accept risk
Let’s beat the challenge Flexible, creative, improve