Workshop Uses 217 could make the process easier not just for the customers but for the employees as well. Some in the group laugh in nervous acknowledgment; dealing with angry customers is unpleasant. The explanation also eases their fears. No one is going to be fired and no one is in trouble. Everyone understands that the delays are not their fault and that a solution is likely to improve their working conditions. Introductions are made around the room. Some people they already know as colleagues; others they are meeting for the first time. You introduce the modeler and the scribe and explain their roles and yours. You begin the workshop with a short presentation that describes both what a model is and the purpose of the models that will be created today. The partici- pants become excited. They want to share what they do and the problems they are facing. You show some examples of models--similar to the ones that will be created. You also describe the model elements you will use. To you this might seem straightforward; you have facilitated many similar ses- sions. But to the participants this is new. They know little about modeling and have never been part of a model-based workshop. They are uncertain. You con- vey that they need to trust you; models are useful and things will become clearer