Recognizing that an ethnography respondent, focus group participant or interviewee may be offering much more information nonverbally than they are with words, is crucial to gathering a deeper level of information. Here are 4 key insights to understanding what they aren't saying.

Chaos: That state in which everything exists, and every possibility is but a blink away.

We've talked about working in chaotic organizations. Organizations are always in chaos. So why does one organization thrive while others self-destruct?

Have you ever shot a bow and arrow? You notch the arrow into the bowstring, pull the string back, aim at your target, and let the arrow fly. The bowstring imparts its stored energy to the arrow, propelling it at high speed through the air. You'd never even think of pointing the arrow at yourself, would you?