organization undergoing change, which are quite observable and reside in the external world we can all see. People refers to the human dynamics of change, including behaviors, skills, emotions, mindset, culture, motivation, communications, engagement, relationships, and politics. People includes the less tangible, “soft” dynamics of the inner thoughts and feelings of the human beings who are designing, implementing, supporting, or being impacted by the change. Process refers to how the content and people changes will be planned for, designed, and implemented. In other words, process denotes the decisions and actions that will produce both the content and people outcomes. In our use of the word process here, we are not talking about business processes, but rather, the change process. All three areas—content, people, and process—must be integrated into one unified change strategy that moves your organization from where it is today to where it chooses to be in the future. Organizations