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Westrum response model

Suppression – Harming or stopping the person bringing the anomaly to light; “shooting the messenger”. This is why we have “whistleblower” laws

Encapsulation – Isolating the messenger so that the message is not heard

Public relations – Putting the message “in context” to minimize its impact

Local fix – Responding to the present case, but ignoring the possibility of others elsewhere

Global fix – An attempt to respond to the problem wherever it exists

Inquiry – Attempting to get at the “root causes” of the problem

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