Vol. 10, No. 3 June, 2012 In This Issue SAVVY – How to move systems from programs to people SKILLS – Reframing “resistance” in systems change SOUL – Soothing the customer STUMP THE SHRINK- When to increase the level of care intensity Welcome to the June edition of Tips and Topics (TNT) and to all the new subscribers. You can see nine years of back issues of TNT on The Change Companies’ website and download any of the previous editions. Senior Vice President of The Change Companies®