Introduction: The Change Management Process.

AT THE STRATEGIC LEVEL: ORGANIZATIONWIDE CHANGE MANAGEMENT IMPERATIVES.

Teams: Building the Infrastructure for Effective Change.

Communications: Beating the Grapevine with an Open Two-Way Strategy.

Culture: Managing All the Components.

Leadership: Developing the Key Attributes for Leading Change.

AT THE GRASSROOTS LEVEL: IMPLEMENTING AND SUSTAINING CHANGE.

Set Goals.

Measure Performance.

Provide Feedback and Coaching.

Be Generous with Rewards and Recognition.

Conclusion: The Tough Questions of Change Management.

Appendixes: The Change Managers Toolkit.

Appendix A. Strategic Toolkit.

Appendix B. Implementation Toolkit.

Appendix C. Glossary of Terms.

Appendix D. Recommended Readings.