➠ 5.5 Change Window: A Balanced Approach to Winning
Support for Change 150
➠ 5.6 Aligning Systems: Building Systems Compatibility into
Change Plans 153
➠ 5.7 Stakeholder Groups: Understanding and Mapping
Stakeholder Systems 156
➠ 5.8 Human Transitions: Helping People Work through
Major Change 160
➠ 5.9 Surfacing and Dealing with Resistance 163
➠ 5.10 Appreciative Inquiry: Building Change on Success 166SECTION6: TOOLS FORCRITICALTHINKING ANDINNOVATION
➠ 6.1 The BS Detector Kit: Recognizing Errors of Logic 170
➠ 6.2 Assumption Analysis: Testing Decisions by Examining
Their Underlying Biases 173
➠ 6.3 Sorting Out Complex Situations 176
➠ 6.4 Dealing Verbally with Complexity 179
➠ 6.5 Force-Field Analysis: Organizing and Understanding
Complexity 183
➠ 6.6 Optimizing Your Thinking—A Hat 6-Pack 186
➠ 6.7 Creativity and Innovation: The Leader’s Role 189
➠ 6.8 Mind Mapping: A Breakthrough Tool 193
➠ 6.9 Brainstorming: Generating Ideas Quickly 196SECTION7: TOOLS FORPROBLEMSOLVING, DECISIONMAKING, ANDQUALITY
➠ 7.1 Reframing: Working the RealProblem 200
➠ 7.2 A General Problem-Solving Model for Leaders 204
➠ 7.3 Problem Solving: A Systematic Approach to Finding Cause 207
➠ 7.4 Polarities: Dealing with Intractable Problems 212
➠ 7.5 Decision Making: Making Decisions Logical and Defensible 215
➠ 7.6 Potential Problem Analysis: Dealing with Risk to a Plan 219
➠ 7.7 Total Quality Leadership Overview 223
➠ 7.8 Affinity Diagrams: Organizing Mountains of Data 227SECTION8: TOOLS FORCOMMUNICATION
➠ 8.1 Powerful Leadership Conversations 232
➠8.2 Direct Leader-to-Employee Communication Still Works Best 236
➠ 8.3 The Leader’s Role in Organizational Communication 239CONTENTS INBRIEF vii