The steps required to achieve alignment in the context of friction have been famously and memorable enumerated by the Austrian psychologist Konrad Lorenz. Drawing on his observations about what is needed to make people change, we might modify them for an organization as the following: 1 What is said is not yet heard. 2 What is heard is not yet understood. 3 What is understood is not yet believed. 4 What is believed is not yet advocated. 5 What is advocated is not yet acted on. 6 What is acted on is not yet completed.25
