Preliminaries; Contents; Illustrations; Acknowledgments; Introduction; 1 Leading Public Sector Change from the Inside Out; 2 A Holistic View of Organization Change; 3 Techniques for Collecting and Analyzing Data; 4 Building Trust and Preparing for Change; 5 Implementation and Evaluation Guidelines; 6 Using Self as a Change Instrument; 7 Mediation Roles of Public Organizational Change Agents; 9 Empathy and Encouragement; 10 Confronting Change with Courage and Compassion; 11 Hope as the Imperative for Transformation; 12 The Art of Cooperation: A Case of Management-Union Joint Problem Solving.