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The Risk Episode: Black Swans, Grey Rhinos, Angels & Demons
8th Layer Insights
Changing People's Perception of the Situation
We often think that if we need people to behave in a particular way, we have to change the reality of their experience. If you can't change the reality, there's a physical reality that it would be really expensive to change,. then what we can do is, rather deploying logic in solving the problem, we deploy psycho logic. The example i like to talk about is the london underground. So thisis the railway system in london, which, as the name implies, is underground. And one of the things that they recognized was they looked at customer satisfaction as a metric. They realized that customers were getting irritated an the customers satisfaction ratings were very, very low. What we can
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