A consultant by any other name -- Techniques are not enough -- Flawless consulting -- Contracting overview -- The contracting meeting -- The agonies of contracting -- The internal consultant -- Understanding resistance -- Dealing with resistance -- From diagnosis to discovery -- Getting the data -- Whole-system discovery -- Preparing for feedback -- Managing the feedback meeting -- Implementation -- Strategies for engagement -- Some tools for engagement -- Ethics and the shadow side of consulting -- The heart of the matter -- Another checklist you can use.