pt. I. Core concepts -- 1. The nature of change: what's all the hype about? -- 2. Organisational effectiveness and the role of change management -- 3. Systems models, congruency and the concept of 'fit' -- 4. Organisational learning and organisational effectiveness -- 5. Process models of change -- pt. II. Recognising and diagnosing the need for change -- 6. Recognising the need for change and starting the change process -- 7. Diagnostic models -- 8. Gathering and interpreting information for diagnosis -- pt. III. Managing the people issues -- 9. Power, leadership and stakeholder management -- 10. Communicating -- 11. Training and development -- 12. Motivating others to change -- 13. Managing personal transitions -- pt. IV. Shaping implementation strategies and managing the transition -- 14. Shaping the implementation strategy -- 15. Maintaining control during the change -- pt. V. Interventions -- 16. Types of intervention -- 17. Selecting interventions -- pt. VI. Keeping the change on track -- 18. Managing, reviewing and sustaining change.