The heart of change is in the emotions.

Outsiders have the intuitive ability to continually view problems in fresh ways and to identify ineffective practices and traditions.

Managers are trained to make incremental, programmatic improvements. They aren't trained to lead large-scale change.

Never underestimate the power of a good story.

Motivation is not a thinking word; it's a feeling word.

One of the most common ways to overcome resistance to change is to educate people about it beforehand. Communication of ideas helps people see the need for and the logic of a change. The education process can involve one-on-one discussions, presentations to groups, or memos and reports.

I'm impatient. Typically people think they know all about change and don't need help. Their approach tends to be more management-oriented than leadership-oriented. It's very frustrating.