chapter  4
17 Pages

Mental and Structural Reference Models

When people make sense of situations, make decisions, act to implement decisions, and monitor the acceptability of their work, they will, to the largest extent possible, imitate something that is previously known to them. In particular, people think and act by adapting, operationalizing, and executing mental reference models — scripts, schemata, abstract generalizations, and metaknowledge — of memorized approaches according to which they can handle the current situation and context naturally and feel comfortable about their approach. People prefer to act in ways that are easy and have low psychological costs.