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CHAPTER 1: Conditions for a Successful Intervention.
Stacking the Deck in Consulting Is Not Cheating.
Educating the Buyer.
Meeting Key Players.
Avoiding Environmental and Political Land Mines.
Wading Right In: Ten Steps to Launch.
CHAPTER 2: Gathering Intelligence: Strategy.
Ensuring That Data Does Not Equal Intelligence
Challenging Basic Premises.
Ensuring Alternative Sources of Information.
Avoiding Intimidation-Yours and Theirs.
Walking the Confidentiality Tightrope.
CHAPTER 3: Gathering Intelligence: Tactics.
Ensuring That Information Does Not Equal Intelligence
How to Focus a Focus Group.
The Balance Sheet on Focus Groups.
How to Conduct an Interview.
How to Create and Implement Surveys.
Staffing a "Hot Line".
How to Observe (and See What Others Don't).
CHAPTER 4: Coaching Key People.
Coaches Offer Candid Advice, Not Cockeyed Certifications.
Establishing the Rules of Engagement.
Providing Effective Feedback.
When More Than One Coach Is Required.
The Illness Called "Depression".
CHAPTER 5: Culture Change and Change Management.
You Are Not the Change Agent, No Matter What They're Paying You.
The Elements of "Culture".
Creating Exemplars and Avatars.
The Real Change Agents at Work.
CHAPTER 6: An Interlude: Managing Misfortune.
If You Can't Stand the Chaos, Get Out of the Maelstrom.
Scope Creep Denied.
Two Lines of Defense.
Unforeseen Dramatic Events.
CHAPTER 7: Learning Lessons.
Creating Dynamic Instruction.
Learning Objectives as Outcomes.
The Adult Learning Sequence.
Embracing the Boss.True Metrics (and There Ain't Four Levels).
CHAPTER 8: Developing Client Strategy.
If One Has No Port in Mind, No Wind Is a Good Wind.
The Fallacy of Planning.
The Notion of Motive Force.
The Huge Advantage of Optional Futures.
The Transition to Implementation.
CHAPTER 9: Creating Change.
Is Change Management an Oxymoron?
Creating and Applying Implementation Models.
Change as Reaction.
Sticking to the Buyer Like Glue.
Overcoming the Tough Resistance Factors.
Exploiting Opportunity, or How to Create Reverse Scope Creep.
Some Thoughts on Team Building.
CHAPTER 10: Improving Leadership.
The Power Is in the Engine Room, but the Wheel Is on the Bridge.
Emphasizing Range, Not Style.
Crisis Management: The Extraordinary.
Tough Love vs. "Not on My Watch".
Post-Heroic Leadership as a Consulting Objective.
APPENDIXA: Sample Process Visuals.
APPENDIXB: Annotated Bibliography.