"Sometimes a big event happens that changes everything. When it does, it tends to affirm the human tendency to treat big events as fundamentally different from smaller ones. That's a problem, inside companies. When we put setbacks into two buckets--the "business as usual" bucket and the "holy cow" bucket--and use a different mindset for each, we are signing up for trouble. We become so caught up in our big problems that we ignore the little ones, failing to realize that some of our small problems will have long-term consequences--and are, therefore, big problems in the making. What's needed, in my view, is to approach big and small problems with the same set of values and emotions, because they are, in fact, self-similar. In other words, it is important that we don't freak out or start blaming people when some threshold--the "holy cow" bucket I referred to earlier--is reached. We need to be humble enough to recognize that unforeseen things can and do happen that are nobody's fault."