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Angry Spirits/Phantom Deliverable.md

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+Work we expect to be done, but nobody is clear on when, why, or who is doing it.
+
+## Narrative example
+Tom and Jerry talked about how much they like pizza for an hour or so, but didn’t make any plans to get pizza.  
+  
+Later, Jerry goes grocery shopping without buying any pizza. Tom is surprised Jerry didn’t buy any frozen pizza.  
+  
+Neither person actually asked or agreed to buy frozen pizza, but Tom expected Jerry would buy pizza because they talked about it for a long time.
+
+## Common causes
+
+### 1) Acting or relying on assumptions
+We assume someone else “has common sense” or will take a “reasonable action” based on our own ideas of what’s reasonable or normal, which they may not share or understand.
+
+### 2) Lack of rapport
+We haven’t worked together for very long, so we don’t communicate very well. We haven't yet gotten a feel for what's normal or how to communicate with each other.
+
+### 3) Lack of initiative or clear triggers
+We are expecting to be told what to do, so we aren’t taking initiative to find and solve problems on our own. It might also be a person doesn't understand they're supposed to react to a certain situation without being told each time.
+
+### 4) Slacking off by pretending we don't understand
+Someone is slacking off or avoiding work by pretending they don't understand what's expected from them.