The Art of Problem Solving"A witty, literate and, most of all, convincing reflection [Ackoff] shines an often bright light into corners where problems hide, showing the manager how to understand the consequences of his own behavior; identify real, rather than supposed, elements of problems; perceive anothers aims; determine what is controllable; and deal with other nettlesome factors." Inc. The Art of Problem Solving Russ Ackoffauthor, consultant, and teacher extraordinaire.