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Book excerpt: Preface p. vii Chapter 1 Accept That People Will Say (and Do) the Dumhest Things p. 1 Chapter 2 Norms Are Important for Leading and Managing Change p. 17 Chapter 3 Some Rules Are Meant to Be Broken p. 37 Chapter 4 Don't Do What Doesn't Work p. 65 Chapter 5 Measure Twice, Cut Once p. 81 Chapter 6 Don't Be Penny-Wise and Pound-Foolish p. 99 Chapter 7 Two's Company, Three's a Crowd p. 113 Chapter 8 Learn to Anticipate the Worst-Case Scenario p. 121 Chapter 9 Rome Wasn't Built in a Day p. 149 Conclusion p. 155 Endnotes p. 157 Index p. 163 About the Authors p. 169 Additional SHRM-Published Books p. 171.