The document discusses the emotional cycle of change, outlining four phases: unaware or denial, discomfort and resistance, exploration and discovery, and integration and commitment. Each phase is characterized by different indicators and behaviors. The document also provides actions leaders can take to guide individuals through each phase of the change process, such as listening to underlying concerns, establishing expectations, providing feedback and recognition, and celebrating successes.

1. IntegrationUnaware
A review of the Emotional Cycle of Change
DISCOMFORT & RESISTANCE EXPLORATION & DISCOVERY
INTEGRATION & COMMITMENTUNAWARE OR DENIAL
Key Indicators
Glorification of the
past
Skepticism
Unwillingness to
participate
Complains
You Hear
“It used to be ...”
“It won’t work”
“The data is flawed”
Key Indicators
Uncomfortable
Avoidance
Withdrawal
You Hear
• Silence
• “It will never happen”
• “It won’t affect me”
Key Indicators
Future orientation
Co-operation
Initiative
Self-confidence
You Hear
“How can I contribute?”
“Let’s get on with it”
“We can do it even better”
Key Indicators
High energy
Risk-taking
Impatience
Activity Without Focus
You Hear
Enthusiasm / Optimism
“I’ve got an idea”
“Let’s try…
Discomfort
UnderstandingLoss /Doubt
Discovery
Productivity

2. 2
Actions to guide you through the Phases
DISCOMFORT & RESISTANCE EXPLORATION & DISCOVERY
INTEGRATION & COMMITMENTUNAWARE OR DENIAL
 Probe for underlying feelings / concerns
 Acknowledge and legitimize feelings
 Clarify the case for change
 Listen actively and reflectively
 Establish firm expectations
 Provide exposure and opportunity to
influence through participation
 Provide structures, guidelines quickly
 Frequent, consistent messages and
information (why’s, benefits, activities)
 Confront without threatening
 Demonstrate visible signs of change
 Clarify what is changing and what is not
 Place change in broader context
 Address rumors and misinformation
 Provide guidance, support, & recognition
 Provide frequent feedback on progress
 Provide opportunities for leadership
 Enroll as advocates to assist others
 Establish “performance levers” to sustain new
behavior
 Be careful not to overload or burnout
 Acknowledge efforts and struggles
 Celebrate successes and endings
 Provide opportunities for visible support
 Provide varied opportunities for participation
and contribution
Productivity

3. IntegrationUnaware
A review of the Emotional Cycle of Change
DISCOMFORT & RESISTANCE EXPLORATION & DISCOVERY
INTEGRATION & COMMITMENTUNAWARE OR DENIAL
Key Indicators
Glorification of the
past
Skepticism
Unwillingness to
participate
Complains
You Hear
“It used to be ...”
“It won’t work”
“The data is flawed”
Key Indicators
Uncomfortable
Avoidance
Withdrawal
You Hear
• Silence
• “It will never happen”
• “It won’t affect me”
Key Indicators
Future orientation
Co-operation
Initiative
Self-confidence
You Hear
“How can I contribute?”
“Let’s get on with it”
“We can do it even better”
Key Indicators
High energy
Risk-taking
Impatience
Activity Without Focus
You Hear
Enthusiasm / Optimism
“I’ve got an idea”
“Let’s try…
Discomfort
UnderstandingLoss /Doubt
Discovery
Productivity

4. 4
Actions to guide you through the Phases
DISCOMFORT & RESISTANCE EXPLORATION & DISCOVERY
INTEGRATION & COMMITMENTUNAWARE OR DENIAL
 Probe for underlying feelings / concerns
 Acknowledge and legitimize feelings
 Clarify the case for change
 Listen actively and reflectively
 Establish firm expectations
 Provide exposure and opportunity to
influence through participation
 Provide structures, guidelines quickly
 Frequent, consistent messages and
information (why’s, benefits, activities)
 Confront without threatening
 Demonstrate visible signs of change
 Clarify what is changing and what is not
 Place change in broader context
 Address rumors and misinformation
 Provide guidance, support, & recognition
 Provide frequent feedback on progress
 Provide opportunities for leadership
 Enroll as advocates to assist others
 Establish “performance levers” to sustain new
behavior
 Be careful not to overload or burnout
 Acknowledge efforts and struggles
 Celebrate successes and endings
 Provide opportunities for visible support
 Provide varied opportunities for participation
and contribution
Productivity