Includes index.

Using the change process -- Taking a realistic look at change -- Putting the J curve to work -- Influencing people to change -- Activation : the art of turning resisters into doers -- Expanding your change toolbox activation -- Communicate at ground level -- Ask, don't tell -- Front-load the rewards -- Make it easy to start -- Sustaining Change -- Assign accountability -- Sustaining enthusiasm for change -- Creating a culture of change.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2009. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.