Index A Absenteeism, 20 Actions considerate, 157­158 energized, 108 paralyzed in Stage 1, 33 productivity, 82­83, 131 resisting in Stage 2, 59 versus thinking in Stage 3, 96, 98 AI. See Appreciative inquiry Anger useful to break inertia, 56 Ankiel, Rick, example of change, 171­172 Announcing change critical moment of, 30 different stages of management and employees at, 8, 46­48 fallout from bad announcement, 47 how not to example, 42­45 "town hall meeting"