Includes bibliographical references (p. 185-186) and index.

Introduction : What do you really want...and what will you do to keep from getting it? -- pt. 1. The internal languages : building the new machine. -- From the language of complaint to the language of commitment -- From the language of blame to the language of personal responsibility -- From the language of New Year's resolutions to the language of competing commitments : diagnosing the immunity to change -- From the language of big assumptions that hold us to the language of assumptions we hold : disturbing the immunity to change -- pt. 2. The social languages : maintaining and upgrading the machine. -- From the language of prizes and praising to the language of ongoing regard -- From the language of rules and policies to the language of public agreement -- From the language of constructive criticism to the language of deconstructive criticism -- pt. 3. Carrying on the work. -- Running the internal languages -- Running the social languages -- Epilogue : Toward the transformation highway : transcending the limits of the information age.