CHAPTER 1: COULD THIS BE YOU? -- A case study of a painful change -- Three other painful experiences -- Why communication falls short -- Food for thought -- CHAPTER 2: ILLUMINATING THE EXPERIENCE OF CHANGE -- Models that don't reflect reality -- Overlapping views of change -- Food for thought -- CHAPTER 3: CHAOS AND THE SATIR CHANGE MODEL -- The Satir change model -- Old status quo: the current normal -- Foreign element: the disrupting force -- We experience foreign elements differently -- A comment about terminology -- Chaos: the reaction to a foreign element -- A different kind of chaos -- An often overlooked source of chaos -- Transforming ideas: the way out of chaos -- Practice and integration: the adjustment to the change -- New status quo: the new normal -- The trip through the change cycle -- Food for thought -- CHAPTER 4: UNIVERSAL TRUTHS ABOUT CHANGE -- Significant change is a felt experience -- People believe they are immune to chaos -- Resistance is a common response to a foreign element -- All change involves loss -- Recurring situations affect chaos differently -- Irreversible decisions made when in chaos are risky -- Significant change entails a drop in productivity -- Learning entails chaos, and chaos triggers learning -- Practice and integration is a time of ups and downs -- Food for thought -- CHAPTER 5: DIFFERENCES IN RECEPTIVENESS TO CHANGE -- Accepting the reality of differences -- Anticipating and being tolerant of differences -- Personality differences in response to change -- A continuum of receptiveness to change -- Receptiveness to a specific change -- Food for thought -- CHAPTER 6: ASSESSING YOUR RESPONSE TO CHANGE -- The importance of self-care in managing change -- Changes you've faced in the past -- Your general response to change -- Changes you're facing right now -- Managing change in others -- Food for thought.

CHAPTER 7: BUILDING A FOUNDATION FOR MANAGING CHANGE -- Creating trusting relationships -- Establishing team norms -- Conducting temperature readings -- Food for thought -- CHAPTER 8: INTRODUCING CHANGE THOUGHTFULLY -- Identifying who will be affected by a change -- Minimizing the compounding effect of chaos -- Not withholding news of a looming foreign element -- Explaining the reasons for a change -- Food for thought -- CHAPTER 9: TALKING TO THE PEOPLE AFFECTED BY CHANGE -- Seek understanding -- Talk to the naysayers -- Reduce the uncertainty associated with change -- Communicate even in the absence of information -- Communicate about information you can't disclose -- Explain the impact of a change on those affected -- Invite people to contribute ideas about the change -- Give people a sense of control -- Help people understand each other's perspectives -- Food for thought -- CHAPTER 10: OFFERING CARING COMMUNICATION -- Focus on thoughts, feelings, and needs -- Speak of the old way with respect -- Recognize the power of empathy -- Listen persuasively -- Monitor your choice of voice -- Offer encouragement -- Use humor - judiciously -- Acknowledge success and progress -- Food for thought -- CHAPTER 11: LEARNING FROM THE EXPERIENCE OF CHANGE -- Learn from the successes of others -- Help people understand that they will adjust -- Make new status quo a time of reflection -- Educate people about the experience of change -- Avoid the biggest mistake managers make -- Final food for thought -- Contact me -- BIBLIOGRAPHY -- ITG RESOURCES.