Capability Matrix

How to Use

This document summarises the capability level for each of the capabilities that a change agent should have. The full capability detail can be found at https://www.irrationalchange.com/s/The-Ultimate-Change-Capability-Matrix.pdf.

We use four capability levels to determine where you are and where you need to be. Target capability levels can be set for a role and the users capability measured against that target, with any gaps turned into a capability building plan.

Building capability can often be through exposure to more complex or dynamic projects, rather than formal education. We recommend the Irrational Change Agent Bootcamp for the most comprehensive capability building available (https://www.irrationalchange.com/change-agent-bootcamp)

Capability Levels

Baseline

Summary: Awareness + Early Application. “I know what good looks like but can only perform in simple contexts.”

Principles

• Has foundational awareness of the capability.

• Can perform behaviours in simple, guided, or low‑risk situations.

• Requires direction, support, or examples to apply effectively.

• Takes actions that are reactive, surface‑level, or incomplete.

• Understands what is required but struggles with the how.

• Inconsistent performance; may miss nuance, context, or interdependencies.

Baseline statements show limited depth, limited autonomy, and focus on basic tasks.

Developing

Summary: Growing Skill + Emerging Independence. “I am building confidence and can apply the behaviour in moderately complex situations.”

Principles

• Moves from awareness to intentional practice.

• Begins demonstrating autonomy in familiar contexts.

• Applies techniques with increasing consistency, though still requires occasional guidance.

• Shows ability to seek diverse inputs, reflect, and adjust.

• Demonstrates solid fundamentals but not yet fluency across varied or difficult situations.

• Behaviour may still be formulaic or mechanical.

Developing statements emphasise learning, trial and refinement, and increasing contextual awareness.

Experienced

Summary: Consistent, Skilled, Contextually Sophisticated. “I can apply the capability independently, reliably, and across complex scenarios.”

Principles

• Performs with confidence, consistency, and autonomy across most contexts.

• Demonstrates judgement, adaptation, and situational nuance.

• Proactive rather than reactive; anticipates needs, risks, and patterns.

• Contributes broader thinking, deeper insight, and improved outcomes.

• Takes ownership, supports others, and strengthens team capability.

• Behaviour is integrated, not formulaic — they understand what, why, and how.

Experienced statements show independence, reliability, anticipation, and broader contextual integration.

Mastery

Strategic, System-Level Impact + Role Modelling “I elevate the capability in others and shape outcomes at the system level.”

Principles

• Demonstrates expert-level capability, even in ambiguous, high‑risk, or complex environments.

• Integrates multiple capabilities seamlessly; behaviour is fluid, intuitive, highly contextualised.

• Shapes broader systems, influences culture, and elevates others.

• Anticipates and solves problems before they emerge.

• Provides strategic insight, foresight, and long-range thinking.

• Acts as a trusted advisor, coach, or role model.

• Drives transformation through inspiration, credibility, and deep expertise.

Mastery statements emphasise foresight, systems thinking, influencing others, strategic contribution, and effortless fluency.

Capability Level Usage

These capability levels can be used to

1. Classify user behaviour. If behaviour is basic, task‑focused → Baseline. If showing growth, trying new techniques → Developing. If independent, nuanced → Experienced. If shaping others, system‑level → Mastery

2. Generagte behaviour statements: Use the principles as constraints on tone, complexity, autonomy, and impact.

3. Create Assessment Logic: A user cannot be Mastery if foundational behaviours appear at Baseline. Progression must follow: Baseline → Developing → Experienced → Mastery.

4. Gap Analysis: Big gaps (e.g., Baseline → Mastery) trigger recommendations that include building intermediate stages.

5. Coaching or development guidance: Suggest actions that match the stage (e.g., reflection → experimentation → autonomy → strategic impact).

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Capabilities

Business Acumen

Definition:
The ability to understand and apply business knowledge and insights in the context of organizational change. It involves understanding organizational goals, strategies, operations, and industry dynamics, and leveraging that understanding to drive successful change. Change agents with strong business acumen align change efforts to business objectives, identify risks and opportunities, anticipate challenges, and develop strategies that deliver sustainable results.

1. Assessing Business Needs

Definition:
The ability to assess the current state of the business, identify gaps and opportunities, and determine the specific needs that drive change. You analyse organizational data, performance indicators, market trends, and customer demands to gain insight.

Baseline

• Gathers basic information about the organization's current state and identifies some evident needs.

• Requires guidance and oversight to assess complex business needs.

• Relies on others to provide insights and analysis.

Developing

• Actively seeks information, analyses data, and identifies key gaps and opportunities.

• Independently gathers and interprets information of moderate complexity.

• Still requires occasional support.

Experienced

• Possesses a comprehensive understanding of business needs.

• Conducts in‑depth analyses, synthesizes complex information, and identifies critical areas for improvement.

• Proactively gathers data from various sources and assesses business needs effectively.

Mastery

• Exhibits exceptional proficiency in assessing business needs.

• Possesses deep industry knowledge and broad ecosystem understanding.

• Anticipates emerging trends, identifies hidden opportunities, and provides strategic insights that shape direction.

2. Clarifying Business Outcomes

Definition:
Translating organizational strategic objectives into tangible outcomes and results that the change initiative aims to achieve. Ensures change aligns with broader business goals and delivers measurable value.

Baseline

• Grasps some high‑level business outcomes but struggles to articulate them.

• Needs guidance to align the change with broader goals and understand implications.

Developing

• Actively seeks information and stakeholder input to clarify outcomes.

• Translates strategic objectives into meaningful, measurable outcomes.

• Needs occasional support to ensure alignment.

Experienced

• Defines specific, measurable, relevant outcomes aligned to strategy.

• Facilitates shared understanding across stakeholders.

• Anticipates dependencies and constraints affecting outcomes.

Mastery

• Demonstrates exceptional clarity in aligning change outcomes with long‑term strategy.

• Communicates outcomes in a compelling, inspiring way.

• Drives commitment and ensures outcomes shape organizational success.

3. Creating a Compelling Vision

Definition:
Developing a compelling, inspiring picture of the future state aligned to mission, values, and strategy. Communicating this vision to stakeholders to inspire commitment.

Baseline

• Articulates a basic vision but struggles to convey benefits or value.

• Relies on others for guidance.

• Lacks deeper strategic understanding.

Developing

• Creates clearer, more compelling narratives of the future state.

• Communicates positive impact more confidently.

• Seeks feedback and adapts the vision accordingly.

Experienced

• Crafts strong visions aligned with strategic goals.

• Communicates benefits persuasively and inspires stakeholder enthusiasm.

• Uses storytelling effectively.

Mastery

• Demonstrates visionary thinking and can shift mindsets.

• Crafts inspiring narratives with emotional resonance.

• Communicates transformative impact clearly and credibly.

4. Value Realisation

Definition:
Identifying, measuring, and realizing the intended value of a change initiative. Establishing metrics and tracking frameworks to monitor impact and ensure intended outcomes are achieved.

Baseline

• Understands value realisation but struggles to define sources or metrics.

• Needs guidance to track progress and measure impact.

Developing

• Identifies value drivers and relevant metrics.

• Tracks progress and assesses initial impact.

• Seeks feedback and adapts strategy to improve value.

Experienced

• Designs robust measurement and evaluation frameworks.

• Continuously monitors performance data and identifies optimisation opportunities.

• Links adoption metrics to business outcomes effectively.

Mastery

• Demonstrates exceptional capability in value realisation.

• Builds sophisticated measurement systems and anticipates challenges early.

• Optimises long‑term value creation and sustains performance over time.

Human‑Centric Solutions

Definition:
The ability to create and implement solutions that prioritise the needs, experiences, behaviours, and motivations of stakeholders involved in change. This includes adopting a user‑centred approach, deeply understanding user perspectives, applying behavioural insights, designing culturally aligned interventions, fostering co‑creation, and ensuring ease of adoption. Change agents with this capability create solutions that enhance user experience, increase engagement, and drive successful adoption.

1. Understanding User Needs

Definition:
The ability to empathise with users and stakeholders — understanding their needs, aspirations, pain points, and behaviours through interviews, surveys, observations and other research methods. These insights inform the design of solutions that genuinely meet user needs.

Baseline

• Has basic awareness of the importance of understanding user needs.

• Gathers some user feedback but struggles to interpret or apply it.

• Requires guidance to deepen understanding of user perspectives and needs.

Developing

• Actively seeks to understand user needs via interviews, surveys, and basic research.

• Identifies patterns in user feedback and generates early insights.

• Occasionally needs support translating insights into design requirements.

Experienced

• Uses a range of research techniques (observation, empathy mapping, contextual inquiry).

• Synthesises insights into clear, actionable design requirements.

• Understands user behaviour, motivations, and pain points deeply and accurately.

Mastery

• Demonstrates exceptional proficiency in understanding user needs.

• Uses advanced methodologies to uncover nuanced, latent, or unspoken needs.

• Anticipates emerging user needs and intuitively integrates them into design decisions.

2. Human‑Centred Design

Definition:
Using human‑centred design principles, behavioural science, design thinking, cognitive biases, and social dynamics to create intuitive, user‑friendly and behaviourally aligned solutions.

Baseline

• Understands human‑centred design principles at a basic level but struggles to apply them consistently.

• Requires guidance to incorporate user perspectives and behavioural insights.

Developing

• Actively embraces design thinking and behavioural sciences.

• Uses journey mapping, behavioural insights, and cognitive biases to shape solutions.

• Sometimes requires support to integrate multiple principles cohesively.

Experienced

• Consistently applies human‑centred design and behavioural science to solution design.

• Uses iterative ideation, prototyping, and testing to refine designs based on feedback.

• Creates innovative and user‑friendly solutions with confidence.

Mastery

• Demonstrates exceptional mastery of human‑centred design and behavioural science.

• Leads design workshops, co‑creation sessions, and innovation processes.

• Consistently delivers highly user‑centric solutions with strategic impact.

3. Cultural Context

Definition:
Understanding the cultural norms, habits, behaviours, and collective dynamics of the people affected by change — and designing solutions that align with these realities to improve adoption.

Baseline

• Aware that behaviour and culture matter but unsure how to integrate them.

• Recognises obvious cultural patterns but misses deeper dynamics.

• Needs guidance to incorporate cultural considerations.

Developing

• Actively considers behavioural norms, habits, and cultural factors in design.

• Analyses culture to identify barriers and enablers.

• Occasionally requires support navigating cultural complexity.

Experienced

• Possesses deep understanding of cultural context and behavioural patterns.

• Designs culturally aligned interventions using behaviour‑change techniques.

• Anticipates cultural resistance and tailors solutions accordingly.

Mastery

• Navigates behavioural and cultural complexity with ease and intuition.

• Predicts cultural responses and designs solutions with high cultural resonance.

• Creates seamless alignment between solution design and cultural norms.

4. Co‑Creation & Collaboration

Definition:
Engaging users and stakeholders as co‑designers — gathering diverse perspectives, building ownership, and improving adoption through collaborative solution creation.

Baseline

• Understands the value of co‑creation but struggles to enable it consistently.

• Participates in workshops but does not lead them.

• Requires guidance to involve stakeholders effectively.

Developing

• Actively involves users in co‑creation sessions.

• Gathers perspectives and integrates feedback into design.

• Occasionally needs support with facilitation or managing group dynamics.

Experienced

• Establishes strong partnerships with stakeholders.

• Facilitates complex co‑creation workshops confidently.

• Harnesses collective intelligence to design robust, widely supported solutions.

Mastery

• Demonstrates exceptional capability in co‑creation and collaborative design.

• Creates deeply inclusive, psychologically safe collaborative environments.

• Empowers stakeholders at all levels to contribute, resulting in high‑adoption solutions.

5. Iterative Design

Definition:
Using iterative cycles of prototyping, testing and refinement to continuously improve solutions based on real user insight and feedback.

Baseline

• Understands the concept of iteration but applies it inconsistently.

• Integrates feedback occasionally and requires guidance.

• Tends to produce static solutions.

Developing

• Creates prototypes and iterates based on user feedback.

• Embraces experimentation and early‑stage ideation.

• Sometimes needs support optimising the iterative cycle.

Experienced

• Establishes robust feedback loops and uses testing data to enhance design.

• Iterates rapidly and methodically based on behavioural evidence.

• Helps others adopt iterative practices.

Mastery

• Demonstrates exceptional iterative improvement capability.

• Uses advanced testing and evaluation methods to improve adoption.

• Anticipates iteration needs and adapts proactively based on insight and emerging trends.

6. Ease of Adoption

Definition:
Designing solutions that are intuitive, simple, low‑friction and easy for users to adopt — minimising cognitive load and aligning with user capability and context.

Baseline

• Understands the importance of simplicity and usability but struggles to apply it.

• Needs guidance to reduce complexity and clarify instructions.

• Creates solutions that may feel unintuitive to users.

Developing

• Prioritises ease of adoption and simplifies processes.

• Designs clearer instructions and considers user‑experience principles.

• Uses feedback to refine usability.

Experienced

• Creates intuitive, low‑friction user journeys.

• Applies UX and behavioural design principles consistently.

• Anticipates adoption barriers early and designs for behavioural capacity.

Mastery

• Designs highly adoptable, cognitively effortless solutions.

• Removes friction proactively and anticipates user needs.

• Chunks change into manageable steps to reduce cognitive load and maximise adoption.

External Perspective

Definition:
The ability to maintain a broad, holistic view of the external environment in which the organisation operates. It involves actively seeking, analysing, and synthesising insights across social, economic, political, technological, environmental, and competitive domains. Change agents with this capability understand how external forces shape risks, opportunities, priorities, and adoption. They integrate external intelligence into change strategy, manage competing pressures, anticipate disruptions, and communicate implications with influence. This capability enhances organisational agility, resilience, and decision‑making in fast‑changing landscapes.

1. External Radar

Definition:
Maintaining a comprehensive, interconnected view of the external environment, including social, economic, technological, political, competitive, and environmental factors, and their implications for organisational strategy and change.

Baseline

• Has basic awareness of external factors but limited understanding of how they interconnect.

• Requires guidance to interpret external dynamics or assess their relevance.

• Misses subtler signals and focuses mainly on internal issues.

Developing

• Actively explores various external factors and their potential organisational impact.

• Begins recognising interdependencies across trends and external forces.

• Requires occasional help to synthesise or analyse complex information.

Experienced

• Maintains a well‑rounded understanding of the external environment.

• Consistently monitors trends, industry shifts, and regulatory or societal signals.

• Identifies interdependencies and anticipates emerging opportunities or challenges.

Mastery

• Demonstrates exceptional external awareness across multiple domains.

• Synthesises complex insights and anticipates disruptions early.

• Proactively aligns organisational strategy and change initiatives to the evolving landscape.

2. Competing Priorities

Definition:
Identifying and balancing competing external demands, pressures, and expectations while aligning them with internal priorities and organisational strategy.

Baseline

• Understands that external priorities exist but struggles to recognise or manage them effectively.

• Needs guidance to balance external demands with organisational objectives.

• May become overwhelmed when priorities conflict.

Developing

• Identifies competing priorities arising from external pressures.

• Begins weighing external vs internal needs when planning.

• Occasionally requires support to manage or sequence competing demands.

Experienced

• Confidently identifies and manages competing external priorities.

• Aligns external demands with strategic objectives through strong judgement.

• Navigates conflicting expectations and negotiates trade‑offs effectively.

Mastery

• Excels at balancing complex and conflicting external pressures.

• Quickly discerns the relevance and urgency of external demands.

• Makes informed decisions that maximise organisational value and impact.

3. Impact of External Factors

Definition:
Assessing how external trends, disruptions, market dynamics, regulatory changes, and competitive forces affect operations, strategy, stakeholders, and change initiatives—across both short‑term and long‑term horizons.

Baseline

• Understands that external factors matter but struggles to assess their implications.

• Requires guidance to integrate external insights into plans.

• Often focuses only on short‑term consequences.

Developing

• Actively assesses how external factors impact operations and change initiatives.

• Recognises the need to consider both short‑ and long‑term consequences.

• Sometimes requires help integrating external insight systematically.

Experienced

• Integrates external insight into change strategy confidently.

• Conducts structured analyses and scenario planning to assess risks and opportunities.

• Aligns change initiatives with external context and designs proactive measures.

Mastery

• Anticipates external disruptions and cascading impacts with strong foresight.

• Navigates external complexity intuitively and adapts strategies dynamically.

• Leverages external insight to drive innovation and ensure long‑term organisational resilience.

4. Communicating External Factors

Definition:
Translating external intelligence into compelling, actionable narratives that build awareness, urgency, alignment, and strategic understanding across stakeholders.

Baseline

• Understands the importance of communicating external implications but struggles to do so clearly.

• Needs guidance to convey insights or engage stakeholders effectively.

Developing

• Works actively to communicate external insights with greater clarity.

• Articulates implications and engages stakeholders in discussion.

• May need support for high‑stakes or complex messaging.

Experienced

• Communicates external insights persuasively using data, framing, and storytelling.

• Connects external forces to organisational priorities and change rationale.

• Builds alignment and supports leaders in communicating confidently.

Mastery

• Demonstrates exceptional influence when communicating external context.

• Crafts compelling narratives that reshape organisational perspectives.

• Inspires and mobilises stakeholders at all levels to act on external opportunities and risks.

Strategy to Execution

Definition:
The strategic capability to think systemically and align change initiatives with the organisation’s long‑term direction. It includes identifying strategic issues, demonstrating strategic acumen, creating a compelling future vision, defining the change precisely, solving complex problems, and designing an effective change execution strategy. Mastery ensures the organisation can adapt, thrive, and achieve its objectives.

1. Identifying Strategic Issues

Definition:
Recognising and understanding the strategic issues or challenges the organisation faces, discerning underlying factors that require attention and change by analysing context, competition, and industry trends.

Baseline

• Aware that strategic issues exist but needs guidance to identify and understand them.

• Relies on others to surface issues; tends to react rather than anticipate.

Developing

• Proactively scans organisational context, industry trends, and competition.

• Can articulate several strategic challenges; sometimes needs support to gauge full significance.

Experienced

• Confidently identifies and assesses strategic challenges and opportunities.

• Considers a broad range of factors and prioritises issues based on impact and relevance.

Mastery

• Anticipates emerging strategic issues ahead of others.

• Combines deep organisational and market insight with foresight to address challenges with agility and precision.

2. Strategic Acumen

Definition:
A deep grasp of the organisation’s business model, value proposition, industry dynamics and market conditions, with the ability to interpret complex information to generate insight and make sound decisions.

Baseline

• Basic understanding of the business and industry; needs guidance to handle strategic complexity.

Developing

• Builds understanding of the business model, strategic priorities and market dynamics.

• Begins to analyse information to derive insights and inform decisions.

Experienced

• Strong strategic literacy; synthesises complex information into clear recommendations.

• Aligns actions with strategic priorities and competitive realities.

Mastery

• Demonstrates exceptional strategic judgement under ambiguity and complexity.

• Drives innovation, spots new market opportunities, and makes decisions with a long‑term perspective.

3. Creating a Vision of the Future

Definition:
Envisioning and articulating a compelling, inspiring future state aligned with strategic objectives, emerging trends, customer needs, and market opportunities; using it as a guiding beacon for change.

Baseline

• Recognises the need for a clear vision but struggles to articulate an inspiring future; requires guidance.

Developing

• Crafts an initial vision aligned to strategy, refining it through feedback to increase clarity and resonance.

Experienced

• Creates compelling, credible visions that inspire and engage stakeholders.

• Connects trends, customer needs and market dynamics to a clear direction for change.

Mastery

• Visionary leadership that influences stakeholders at every level.

• Anticipates disruptions and opportunities; uses the vision to shape strategy and catalyse transformative change.

4. Defining a Change

Definition:
Precisely articulating the scope, objectives, outcomes and boundaries of the change needed to bridge current and future states, ensuring alignment with strategic intent.

Baseline

• Acknowledges the need to define change but struggles to express objectives and scope clearly; needs guidance.

Developing

• Defines objectives and scope with growing clarity; sometimes needs support to ensure full strategic alignment.

Experienced

• Specifies measurable objectives, clear scope and expected outcomes.

• Ensures shared understanding and effective communication across stakeholders.

Mastery

• Defines change intricately and holistically across interdependent initiatives.

• Maintains tight alignment to long‑term strategic intent while managing complexity.

5. Problem Solving

Definition:
Diagnosing complex situations, identifying root causes, generating innovative options, and implementing effective strategies using a wide repertoire of tools and techniques.

Baseline

• Understands basic problem‑solving principles; can define problems and gather information; shows willingness to learn.

Developing

• Applies systematic methods (e.g., root‑cause analysis, brainstorming).

• Seeks diverse input; experiments and learns from outcomes.

Experienced

• Breaks down complex problems and selects appropriate methods.

• Designs comprehensive solutions; makes informed decisions and navigates obstacles effectively.

Mastery

• Exceptional at diagnosing and solving complex, ambiguous problems.

• Uses multiple methodologies fluently; solutions are innovative and strategically far‑reaching.

6. Change Execution Strategy

Definition:
Designing a comprehensive, adaptive plan to execute change successfully—covering actions, milestones, timelines, capacity, resourcing, adoption, risks and measurement—aligned to strategic priorities and external context.

Baseline

• Recognises the need for an execution strategy; struggles to create a comprehensive, strategically aligned plan.

Developing

• Builds a basic plan covering actions, resources and timelines.

• Sometimes needs support to ensure alignment and optimise the approach.

Experienced

• Develops robust, well‑structured strategies spanning stakeholder engagement, resourcing, risk mitigation and performance measurement.

• Phases interventions to balance capacity and adoption; keeps tight alignment to strategic intent.

Mastery

• Demonstrates mastery of execution in complex environments and stakeholder landscapes.

• Proactively accelerates and “chunks” change to encourage early adoption; continuously optimises based on live feedback and insight.

Capacity for Change

Definition:
The ability to manage and optimise human, financial, and technological resources to support change initiatives and deliver successful outcomes. It covers managing a portfolio of initiatives, planning change activities, sequencing adoption to match capacity, and leveraging technology to improve throughput and insight. Mastery ensures resources are deployed for maximum value while minimising risks and constraints.

1. Portfolio Management

Definition:
Effectively managing a portfolio of change initiatives aligned to strategic priorities. Assessing scope, impact, and interdependencies to allocate resources optimally across the portfolio.

Baseline

• Understands that portfolio management is needed but relies on others for direction.

• Requires guidance and oversight to ensure resources align with organisational priorities.

• Tracks initiatives without fully considering interdependencies.

Developing

• Assesses scope and impact; prioritises initiatives against strategic objectives.

• Allocates resources accordingly; seeks balance across the portfolio.

• Occasionally needs support to optimise allocations and resolve collisions.

Experienced

• Holds a comprehensive view of strategic priorities, objectives, and constraints.

• Balances competing priorities; assesses risks and dependencies transparently.

• Makes informed trade‑offs to optimise value and throughput across the portfolio.

Mastery

• Aligns the portfolio to long‑term strategic intent and value creation.

• Anticipates resource gaps and addresses them proactively.

• Navigates complex organisational and external dynamics to ensure successful execution.

2. Planning Change

Definition:
Planning change in a structured, systematic way—defining activities, milestones, timelines, resource needs, adoption work, and feedback loops; sequencing to match capacity and risk.

Baseline

• Recognises the need for change planning but needs guidance to build effective plans.

• Struggles with structuring activities and sequencing adoption work.

• Plans lack clarity on timing, dependencies, and readiness needs.

Developing

• Creates basic plans with key activities, milestones, and timelines.

• Improves plans by considering resource requirements, dependencies, stakeholder readiness, and availability.

• Iterates plans as understanding increases.

Experienced

• Designs comprehensive, well‑structured plans covering resource allocation, stakeholder engagement, risk management, and adoption activities.

• Optimally sequences work to protect capacity and maximise value.

• Ensures plans clearly align to strategic objectives and provide a reliable roadmap.

Mastery

• Demonstrates mastery of change planning methods and tools.

• Builds highly strategic, effective plans that maximise acceptance and adoption.

• Produces detailed, adaptable plans with contingencies, resource optimisation, and strong alignment to strategic priorities.

3. Change Readiness

Definition:
Assessing organisational readiness and local capacity; designing rollout strategies that sequence and schedule adoption activities to minimise disruption and maximise success.

Baseline

• Understands the importance of assessing capacity and readiness.

• Aware of limited audience capacity and trade‑offs but needs guidance to assess and decide effectively.

• May struggle with competing changes, leading to resistance or partial adoption if not carefully planned.

Developing

• Builds capability to assess capacity and readiness across audiences.

• Recognises and manages trade‑offs among competing changes.

• Assesses constraints and makes informed decisions on prioritisation and sequencing.

• Refines strategies to balance demands and reduce resistance.

Experienced

• Creates readiness strategies that account for capacity limits and trade‑offs.

• Accurately assesses organisational readiness and audience constraints.

• Strategically prioritises and sequences changes; anticipates resistance and mitigates proactively.

• Uses experience to manage collisions and maintain adoption momentum.

Mastery

• Optimises organisational capacity through advanced readiness strategy.

• Anticipates competing changes and designs to minimise resistance and maximise adoption.

• Navigates complex landscapes and balances competing priorities deftly.

• Delivers sustained, full adoption through thoughtful pacing and support mechanisms.

Data & Insights

Definition:
This cluster of capabilities sits within the broader sensemaking discipline. It includes the skills required to analyse data, apply rigour, convert information into meaningful insights, and judge whether insight generation is possible or limited. These abilities enable change agents to interpret complex situations, surface valuable patterns, and inform high‑quality decision‑making.

1. Data Analytics

Definition:
Sourcing, analysing and interpreting data from multiple sources to uncover patterns, trends and correlations. Requires strong analytical skills and understanding of data analysis techniques.

Baseline

• Basic understanding of how to source data and run simple analyses.

• Can gather and analyse basic datasets but requires guidance when dealing with multiple sources.

• Insight generation is limited and inconsistent.

Developing

• Actively builds data analytics capability.

• proficient at collecting and analysing data from varied sources to identify patterns and trends.

• Able to generate meaningful observations with moderate complexity.

Experienced

• Strong analytical capability; can derive meaningful insights from complex or behavioural datasets.

• Synthesises multi‑source data confidently to inform decisions.

• Uses structured frameworks and tools to analyse information.

Mastery

• Exceptional proficiency in advanced data analysis techniques.

• Uncovers deep behavioural and contextual insights from diverse, complex datasets.

• Recognised as a trusted source of insight because of analytical depth and rigour.

2. Data Rigor

Definition:
Applying discipline and rigour to ensure the accuracy, quality, reliability and credibility of data used in sensemaking. Includes meticulous attention to data sources, documentation and verification.

Baseline

• Early awareness of the importance of data accuracy and reliability.

• Recognises the need for rigour but lacks systematic practices.

Developing

• Applies foundational methods to ensure data accuracy and reliability.

• Uses multiple data points, checks sources, reconciles discrepancies.

• Begins building consistent habits around rigour.

Experienced

• Demonstrates a strong commitment to rigorous data practices.

• Uses structured verification, validation and quality checks.

• Rigour increases stakeholder confidence in insights.

Mastery

• Exemplifies data discipline at an advanced level.

• Uses sophisticated methods to ensure accuracy and eliminate bias.

• Seen as a highly trusted source whose data consistently drives action.

3. Insight Generation

Definition:
The ability to generate meaningful, actionable insights from data — evaluating data availability, quality, relevance, and context to determine whether useful insights can be produced, and applying analysis and contextual understanding to create value.

Baseline

• Limited experience generating insights.

• Beginning to understand the importance of converting data into insight.

• Produces surface‑level observations with limited analysis.

Developing

• Builds capability to generate insights deliberately.

• Evaluates data availability and quality to judge potential insight depth.

• Uses basic techniques to create initial insights while recognising contextual importance.

Experienced

• Demonstrates strong insight‑generation capability.

• Evaluates the environment, context and data landscape to choose the most appropriate techniques.

• Produces actionable insights across multiple scenarios, combining data with contextual understanding.

Mastery

• Exceptional at generating deep, actionable insights for self and others.

• Applies advanced analytical and contextual methods to reach root‑cause understanding.

• Takes into account history, dynamics, environment and behaviours to generate rich insights that drive strategic decisions.

Sensemaking

Definition:
Sensemaking is the nuanced capability change agents use to interpret and understand their environment. It includes cultural awareness, reading what is not explicitly said, decoding group dynamics, interpreting body language, and deeply understanding stakeholder needs. These abilities help change agents navigate complex social dynamics, uncover hidden meaning, understand perspectives, and make informed, contextually intelligent decisions that drive successful change.

1. Cultural Awareness

Definition:
Understanding and respecting different cultures, customs, values, and behaviours, and adapting communication and decision‑making approaches to build trust and effective relationships in diverse cultural contexts.

Baseline

• Has basic awareness of cultural differences and their impact on interactions.

• Recognises the importance of cultural awareness but still needs support to navigate diverse contexts.

• May unintentionally overlook cultural norms or sensitivities.

Developing

• Actively seeks to broaden cultural awareness.

• Learns about different cultures, customs and behaviours.

• Makes deliberate efforts to adapt communication and approach to be more culturally sensitive.

Experienced

• Demonstrates a high degree of cultural awareness.

• Understands the values and practices of multiple cultures.

• Navigates cultural differences with sensitivity, fostering inclusivity and adapting strategies accordingly.

Mastery

• Possesses exceptional cultural awareness and cross‑cultural fluency.

• Bridges cultural gaps effortlessly and intuitively.

• Leverages cultural diversity to drive innovation, collaboration and effective change.

2. Beyond the Words

Definition:
Interpreting the underlying meaning behind what is spoken — noticing non‑verbal cues, tone, intent, emotions, and context to uncover unspoken concerns, motivations or tensions.

Baseline

• Aware of the need to look beyond literal words.

• Still developing skill in interpreting non‑verbal and contextual cues.

Developing

• Actively practices reading between the lines and interpreting underlying intentions.

• Uses attentive listening and observation to deepen understanding.

Experienced

• Accurately interprets subtle signals, non‑verbal cues and contextual factors.

• Understands implied meaning and emotional undertones behind communication.

Mastery

• Masterfully decodes implicit meaning and hidden signals.

• Highly perceptive and discerning; understands deeper motivations and emotions effortlessly.

• Intuitively grasps nuance and complexity in communication.

3. Reading the Room

Definition:
Accurately perceiving group mood, energy, alignment, tension, and interpersonal dynamics in a room or meeting. Involves noticing body language, micro‑interactions and group shifts to understand engagement or resistance.

Baseline

• Beginning to notice group dynamics but may misinterpret cues.

• Conscious of atmosphere but struggles to read deeper signals.

Developing

• Actively practices noticing atmosphere, body language and group interactions.

• Improves ability to gauge mood, alignment, conflict or agreement.

Experienced

• Quickly assesses non‑verbal cues, group energy and reactions.

• Identifies alignment, hesitancy or emerging resistance in real time.

Mastery

• Exceptional ability to read subtle interpersonal and group dynamics.

• Detects micro‑shifts and nuanced behaviour changes instinctively.

• Navigates complex dynamics to foster an inclusive and safe environment.

4. Body Language

Definition:
Interpreting non‑verbal signals—including facial expressions, posture, gestures and micro‑expressions—to understand emotions, attitudes, confidence, hesitation or discomfort and adapt communication accordingly.

Baseline

• Basic understanding of body language and its role in communication.

• Recognises some common cues but needs development to interpret accurately.

Developing

• Expands knowledge of non‑verbal cues through study and practice.

• Improves recognition of facial expressions, gestures and posture changes.

Experienced

• Advanced proficiency in interpreting body language.

• Decodes micro‑expressions and subtle shifts to understand attitudes and engagement.

Mastery

• Deep, intuitive understanding of non‑verbal communication.

• Effortlessly interprets complex emotional signals and motivations.

• Uses this insight to strengthen relationships and communication effectiveness.

5. Stakeholder Needs

Definition:
Understanding the motivations, priorities, concerns, interests and expectations of stakeholders, using empathy, active listening and dialogue. Involves recognising power dynamics, roles and relationships to engage effectively.

Baseline

• Aware of the need to understand stakeholder needs but gathers only basic information.

• Insights remain surface‑level.

Developing

• Engages stakeholders actively to understand motivations and concerns.

• Uses active listening, empathy and conversation to deepen insight.

• Begins to recognise the value of diverse viewpoints.

Experienced

• Strong, comprehensive understanding of stakeholder needs, interests and expectations.

• Considers power dynamics and leverages insight to engage stakeholders effectively.

• Anticipates concerns and aligns engagement accordingly.

Mastery

• Profound understanding of stakeholder needs and dynamics.

• Builds deep, trusting relationships enabling early insight and alignment.

• Anticipates needs and tensions before they surface; aligns interests with change objectives skilfully.

Skilled Communicators

Definition:
Skilled communicators convey information with clarity, precision, and emotional resonance. They give clarity by simplifying complexity, engage stakeholders through strong relationships and compelling messages, and bring visions to life with storytelling, analogies and metaphor. They adapt flexibly across media, channels, and audiences, remaining audience‑focused and building meaningful connection that drives understanding, commitment, and momentum.

1. Giving Clarity

Definition:
Communicating information, messages, and instructions clearly, concisely, and accessibly so stakeholders fully understand the change initiative. Involves simplifying complexity and tailoring communication for the audience.

Baseline

• Developing skills in clarity; communicates information but struggles with simplifying complex concepts.

• Needs guidance to ensure key messages are clear and easily understood.

Developing

• Actively improves clarity; simplifies information using techniques such as visuals, analogies, or structured explanations.

• Tailors language to the audience to support understanding and engagement.

Experienced

• Communicates with strong clarity across diverse audiences.

• Tailors messages effectively to ensure information is relevant, accessible, and easy to comprehend.

Mastery

• A master of clarity; distils complexity into simple, engaging messages with precision.

• Adapts communication style seamlessly to ensure complete understanding across all audiences.

2. Effective Communications

Definition:
Engaging stakeholders, building relationships, and conveying messages in a way that elicits understanding, trust, and commitment. Creates influence and strengthens conviction in the change.

Baseline

• Developing communication skills; recognises the importance of engagement but struggles with rapport‑building across different audiences.

Developing

• Actively strengthens relationship‑building skills.

• Practices active listening and adapts communication approaches to influence and connect with stakeholders.

Experienced

• Demonstrates strong communication and relationship‑building capability.

• Uses diverse communication strategies and empathy to align stakeholders and drive commitment.

Mastery

• Exceptional interpersonal and persuasion skills.

• Navigates complex relationships easily, inspires trust, and overcomes resistance through communication that builds collaboration, conviction and momentum.

3. Bringing a Vision to Life

Definition:
Translating a future state or vision into vivid, engaging, actionable communication that inspires, motivates, and builds conviction. Makes the future feel real, achievable, and compelling.

Baseline

• Understands the importance of vision but needs guidance to articulate or communicate it effectively.

Developing

• Works actively to bring vision to life; articulates the vision and breaks it into tangible goals.

• Helps others understand how they can contribute to the future state.

Experienced

• Strong ability to convey vision clearly and meaningfully.

• Helps stakeholders see the future and understand the path forward.

Mastery

• Exceptional ability to translate vision into vivid, energising, emotionally resonant communication.

• Weaves wider context seamlessly into storytelling; inspires commitment and collective belief.

4. Communicating with Impact

Definition:
Delivering messages that resonate, influence, and inspire — using persuasive language, emotional intelligence, and a variety of techniques to create recall, motivation and alignment.

Baseline

• Aware of the importance of impactful communication but struggles to deliver messages that engage or influence consistently.

• Needs guidance to improve technique and presence.

Developing

• Enhances communication impact through refined messaging, persuasive language, and audience‑appropriate adaptation.

• Seeks feedback and iterates to improve influence.

Experienced

• Tailors messages effectively to diverse audiences.

• Uses storytelling, visuals, and emotional intelligence to connect deeply and increase engagement.

Mastery

• Demonstrates exceptional communication presence and influence.

• Crafts clear, compelling, and context‑aligned messages across multiple channels and styles.

• Uses charisma, emotional resonance and deep stakeholder understanding to motivate action.

5. Storytelling

Definition:
Using narrative, metaphor, analogy, and emotion to engage stakeholders, create connection, simplify complex ideas, and inspire action through vivid, memorable stories.

Baseline

• Developing storytelling skill; understands the concept but struggles to structure or deliver resonant narratives.

Developing

• Actively builds storytelling capability.

• Learns to structure stories, use analogies and metaphors, and craft messages that engage emotionally.

• Seeks feedback and refines through practice.

Experienced

• Demonstrates strong storytelling proficiency.

• Has a repertoire of adaptable stories, analogies and metaphors.

• Uses vivid language, personal examples, and relatable framing to clarify complex ideas and drive engagement.

Mastery

• A master storyteller with exceptional narrative craft.

• Creates impactful, emotionally rich stories that inspire, clarify, and mobilise.

• Weaves complex concepts into powerful narratives with ease, fostering empathy, understanding and alignment.

6. Media Flexibility

Definition:
Choosing and adapting communication across multiple channels, formats, and media to achieve specific outcomes and engage diverse stakeholders effectively.

Baseline

• Becoming familiar with different communication vehicles but has limited experience using them intentionally.

• Requires guidance selecting appropriate channels or formats.

Developing

• Expands communication repertoire by experimenting with multiple formats (presentations, documents, videos, social content, interactive platforms).

• Learns to assess audience needs and adapt approach accordingly.

Experienced

• Proficiently selects and uses diverse communication channels.

• Understands strengths and limitations of each medium and adapts content for maximum impact.

Mastery

• Seamlessly transitions across numerous media and storytelling vehicles.

• Leverages technology, multimedia, and interactive formats to create immersive, engaging communication experiences.

• Matches medium to purpose with instinctive precision.

7. Audience Focus

Definition:
Understanding stakeholder needs, preferences and motivations, and tailoring communication style, language and content to resonate deeply and overcome barriers to engagement or adoption.

Baseline

• Beginning to understand the importance of audience‑centred communication.

• Recognises the need to consider audience perspective but struggles to tailor effectively; requires guidance to develop empathy.

Developing

• Actively engages in audience analysis to understand motivations and preferences.

• Tailors messaging and delivery style to suit different stakeholder groups.

• Uses feedback to refine audience‑centric communication.

Experienced

• Strong capability in audience‑centred communication.

• Deeply understands audience segments and adapts messages to meet their needs and interests.

• Anticipates concerns or barriers and proactively addresses them.

Mastery

• Exceptional audience insight, empathy and alignment skill.

• Adapts style, language, content and delivery across cultures, hierarchy levels, and contexts.

• Proactively gathers feedback to continually optimise impact and engagement.

Relationships

Definition:
The ability to build and nurture strong, trusting, collaborative relationships with stakeholders inside and outside the organisation. This includes fostering open and honest communication, understanding needs and concerns, demonstrating empathy, and working together toward shared goals. Strong relationships enable buy‑in, reduce resistance, and mobilise collective commitment to change.

1. Coaching Others

Definition:
Supporting others’ growth through guidance, feedback, reflection, and encouragement — using active listening, powerful questioning, and an understanding of individual strengths and challenges to help people unlock their potential.

Baseline

• Provides basic support and guidance.

• Helps with simple tasks but relies on instructions from more experienced colleagues.

• Limited ability to identify deeper development needs.

Developing

• Coaches others in less complex situations.

• Demonstrates understanding of coaching principles and listens actively.

• Uses opportunities to teach or guide when they arise.

Experienced

• Skilled at coaching others in complex, multi‑challenge environments.

• Applies coaching methodologies confidently and gives constructive feedback.

• Identifies “teachable moments” and uses them to deepen learning.

Mastery

• Exceptional coaching capability, even in highly challenging contexts.

• Helps others achieve transformational growth and unlock full potential.

• Deep coaching practice built through extensive learning and experience.

2. Coaching Leaders

Definition:
Building credibility and trust with senior leaders, navigating power dynamics, and providing insight, challenge, and support that strengthens leadership capability and decision‑making.

Baseline

• Struggles to build credibility or trust with leaders.

• Feels intimidated; relies on foundational skills like listening and empathy.

Developing

• Aware of power dynamics and developing confidence coaching leaders.

• Faces resistance or scepticism but continues building knowledge and skill.

• Works to understand leadership needs and provide value.

Experienced

• Skilled at coaching leaders through complex issues and organisational change.

• Manages resistance, balances priorities, and provides strategic insight.

• Helps leaders navigate challenges and evolve their leadership.

Mastery

• Deeply effective at coaching senior or resistant leaders.

• Navigates politics and entrenched behaviours with confidence and tact.

• Guides leaders toward transformation through wisdom, influence, and credibility.

3. Comfort with Conflict

Definition:
Facilitating constructive conflict resolution — remaining calm, objective, and empathetic while guiding parties toward shared understanding, collaboration, and resolution.

Baseline

• Uncomfortable with conflict and unsure how to navigate it.

• Needs guidance to understand dynamics and apply basic conflict‑resolution techniques.

Developing

• Increasingly able to manage conflict.

• Identifies sources of tension, listens actively, and opens dialogue.

• Still developing neutrality and emotional regulation in high‑intensity situations.

Experienced

• Comfortable navigating complex interpersonal conflicts.

• Understands underlying causes and power dynamics.

• Facilitates collaborative problem‑solving and creates safe environments for open discussion.

Mastery

• Exceptional conflict‑resolution skill in high‑complexity or high‑emotion scenarios.

• Identifies systemic contributors to conflict and promotes fairness and equity.

• Creates psychological safety that enables honest dialogue and sustainable resolution.

4. Tough Conversations

Definition:
Engaging in difficult or sensitive discussions with clarity, empathy, courage, and emotional regulation — addressing issues constructively to enable progress.

Baseline

• Avoids or delays tough conversations, leading to misunderstandings or unresolved issues.

• Recognises need to build skills in active listening, empathy, and assertiveness.

Developing

• More confident addressing sensitive topics.

• Provides feedback and manages emotions with growing skill.

• Still developing clarity, focus, and confidence in the face of resistance.

Experienced

• Proficient in handling complex, emotionally charged conversations.

• Addresses issues directly while remaining empathetic and composed.

• Anticipates challenges, manages tension, and guides discussions productively.

Mastery

• Exceptional at conducting challenging conversations with grace and effectiveness.

• Defuses defensiveness, navigates emotion skilfully, and achieves constructive outcomes.

• Balances assertiveness and empathy, building trust and accountability.

5. Emotional Connection

Definition:
Building deep, authentic emotional connection with stakeholders through empathy, presence, and emotional attunement — fostering trust, commitment, and engagement.

Baseline

• Overlooks emotional aspects of change.

• Struggles to build emotional connection; focused mainly on tasks.

• Beginning to recognise emotional needs and impact.

Developing

• Actively works to understand stakeholders’ emotions and perspectives.

• Builds rapport and trust; uses empathy and listening.

• Recognises emotional connection as key to engagement and buy‑in.

Experienced

• Builds strong, authentic emotional relationships.

• Reads emotional context well and adapts communication accordingly.

• Creates safe, supportive environments for open sharing.

Mastery

• Effortlessly creates trust, understanding, and shared purpose.

• Navigates complex emotional dynamics with emotional intelligence.

• Inspires belonging, commitment, and deep connection to the change.

6. Emotional Intelligence

Definition:
Recognising, understanding, and managing one’s own emotions — and influencing the emotions of others — through self‑awareness, self‑regulation, empathy, and interpersonal skill.

Baseline

• Limited emotional awareness; struggles to understand or manage emotions.

• Misses emotional cues from others; may cause misunderstandings.

• Early development of emotional intelligence skills.

Developing

• Increasing emotional awareness and self‑regulation.

• Demonstrates empathy and sensitivity to others’ emotions.

• Adapts communication to build relationships.

Experienced

• High emotional intelligence across self‑awareness, empathy, and emotional control.

• Responds appropriately under pressure and fosters emotionally intelligent environments.

• Builds trust and navigates conflicts positively.

Mastery

• Exceptional emotional intelligence and emotional leadership.

• Intuitively understands complex emotional dynamics and manages them proactively.

• Inspires, resolves conflict, and strengthens organisational resilience.

7. Empathy

Definition:
Understanding and sharing others’ feelings and perspectives; using insight to anticipate needs, respond sensitively, and build trust and inclusion.

Baseline

• Limited empathy; struggles to understand others’ emotions and perspectives.

• Beginning to practice listening and perspective‑taking.

Developing

• Growing empathy; seeks to understand emotions and perspectives.

• Listens attentively, asks thoughtful questions, and creates supportive environments.

Experienced

• Demonstrates high empathy consistently.

• Validates emotions, provides reassurance, and adapts communication accordingly.

• Builds trust and collaboration through emotional attunement.

Mastery

• Deeply empathetic and intuitive.

• Anticipates needs, supports others effectively, and creates inclusive environments.

• Uses empathy to strengthen relationships and navigate complex dynamics.

8. Building Relationships

Definition:
Establishing and maintaining meaningful, trusting, collaborative relationships; adapting flexibly to different people and situations.

Baseline

• Struggles to build rapport or maintain meaningful interactions.

• Focuses on building foundational skills: listening, empathy, communication.

Developing

• Actively builds relationships through open, respectful dialogue.

• Listens to concerns, collaborates, and delivers on commitments.

• Works intentionally to build trust and credibility.

Experienced

• Strong relationship‑building skill across levels and contexts.

• Adapts style, resolves conflict proactively, and maintains positive interactions.

• Focuses on partnership, collaboration and trust.

Mastery

• Exceptionally skilled at building and sustaining deep relationships.

• Extensive network; strong influence and mobilising power.

• Navigates complex interpersonal dynamics with emotional intelligence and credibility.

9. Managing Stakeholders

Definition:
Identifying, understanding, and engaging with stakeholders; analysing needs and influence; designing strategies to build support, address concerns, and drive alignment.

Baseline

• Limited stakeholder management skill; struggles to identify or understand key stakeholders.

• Building foundational awareness and basic communication skills.

Developing

• Identifies key stakeholders and assesses needs and concerns.

• Builds relationships, gathers feedback, and adapts approach.

• Demonstrates growing skill in stakeholder analysis and engagement.

Experienced

• Highly proficient stakeholder manager.

• Maintains open communication, addresses concerns promptly, and builds alignment.

• Strong capability in influence, analysis, and sustained engagement.

Mastery

• Deep insight into stakeholder dynamics, interests and influence.

• Proactively builds alliances and mitigates resistance.

• Mobilises strong support and creates enabling environments for change.

10. Inclusivity

Definition:
Creating an environment of equity, belonging, and respect where all individuals feel valued, heard, empowered, and able to contribute meaningfully.

Baseline

• Limited awareness of inclusivity and diversity needs.

• May overlook perspectives or unintentionally reinforce bias; beginning to learn.

Developing

• Actively seeks diverse perspectives and creates space for others to contribute.

• Promotes belonging and works to address inequity or bias.

• Growing ability to foster inclusion in groups or conversations.

Experienced

• Strong, consistent inclusivity capability.

• Actively engages diverse stakeholders; promotes fairness, equity and cultural awareness.

• Creates safe spaces for contribution and inclusion.

Mastery

• Deep, practiced inclusivity skill.

• Challenges systemic barriers and unconscious biases.

• Creates cultures where all backgrounds feel empowered, valued and included.

11. Diverse Opinions

Definition:
Embracing, seeking, and valuing a wide range of viewpoints to foster creativity, critical thinking, and stronger decision‑making.

Baseline

• Limited exposure to diverse viewpoints; tends to rely on familiar perspectives.

• Beginning to recognise the value of differing ideas.

Developing

• Actively seeks alternative viewpoints; encourages sharing.

• Creates space for others to express opinions safely.

• Recognises diverse thinking as a foundation for innovation.

Experienced

• Consistently fosters environments where diverse views are welcomed.

• Engages constructively across differing opinions to improve outcomes.

• Uses diverse thinking to strengthen change approaches.

Mastery

• Deeply embraces diverse perspectives and challenges own assumptions.

• Creates structures and culture where diverse opinions flourish naturally.

• Drives creativity, collaboration and innovation through active inclusion of dissent.

12. Supportive Environment

Definition:
Creating psychological safety — an environment free from judgement where people can share ideas, challenge thinking, admit mistakes and take risks without fear.

Baseline

• Struggles to create an open, non‑judgmental environment.

• May inadvertently discourage sharing due to unconscious biases or reactions.

Developing

• Consciously works to suspend judgement and foster openness.

• Encourages curiosity, respect, and sharing of ideas without fear.

Experienced

• Creates consistently supportive, inclusive environments.

• Models empathy and active listening; enables constructive debate and learning.

• Treats mistakes as opportunities for growth.

Mastery

• A role model for psychological safety.

• Builds cultures of trust, curiosity, learning and innovation.

• Empowers individuals to speak up, challenge, and take smart risks

Trust

Definition:
Trust is the foundation of effective collaboration, communication, and partnership. It is built on confidence, reliability, integrity, honesty, transparency, and consistency. Trust enables vulnerability, risk‑taking, shared purpose, and stronger relationships. For change agents, trust creates credibility and influence — essential for navigating challenges, aligning stakeholders, and driving meaningful change.

1. Building Trust

Definition:
Establishing and nurturing reliable, transparent, and psychologically safe relationships where people feel respected, empowered, and confident relying on one another.

Baseline

• Focuses on establishing initial rapport and credibility.

• Strives to be reliable, keep commitments, and act ethically.

• Begins building trust through consistent actions and open communication.

Developing

• Deepens trust by actively listening and empathising.

• Proactively addresses issues and conflicts, seeking win‑win solutions.

• Builds trust through responsiveness, accountability and genuine care.

Experienced

• Strong track record of building trustful relationships.

• Leverages emotional intelligence, communication and conflict‑resolution skills to strengthen trust.

• Offers wise, reliable advice related to the change being implemented.

• Demonstrates consistency, authenticity and transparency.

Mastery

• Widely recognised as a trusted advisor, leader and influencer.

• Deep understanding of human dynamics; creates high‑trust environments even in complexity.

• Builds trust through empowerment, delegation, and open feedback cultures.

• Proactively identifies and resolves trust issues; models trust‑building behaviours consistently.

2. Becoming a Trusted Advisor

Definition:
Developing deep credibility, reliability, and strategic partnership with stakeholders. Becoming a valued source of insight, support and guidance based on integrity, wisdom and commitment.

Baseline

• Builds foundational trust by demonstrating expertise, professionalism and reliability.

• Provides accurate information, meets commitments, and begins establishing credibility.

Developing

• Strengthens advisory skills and deepens stakeholder relationships.

• Seeks to understand stakeholder needs, challenges and goals.

• Provides thoughtful recommendations, asks insightful questions, and consistently delivers value.

Experienced

• Established reputation as a trusted advisor.

• Understands stakeholder business context, challenges and industry trends deeply.

• Offers strategic guidance, anticipates needs, and provides tailored insight.

• Builds trust through partnership and demonstrated commitment.

Mastery

• Highly trusted, influential advisor across contexts.

• Anticipates emerging trends and challenges with foresight.

• Demonstrates impeccable integrity and long‑term commitment to stakeholder success.

• Acts as a strategic partner, extending impact beyond individual projects.

3. Authenticity

Definition:
Being genuine, honest, transparent, and aligned in words and actions. Authenticity builds trust, openness, and meaningful connection.

Baseline

• Establishes foundational authenticity by striving to be genuine and transparent.

• Ensures words align with actions; maintains ethical standards.

• Promotes open, honest communication.

Developing

• Strengthens authenticity by staying true to values.

• Communicates intentions sincerely, even when difficult.

• Builds relationships based on trust, integrity and doing what is right.

Experienced

• Embodies authenticity and honesty consistently.

• Creates environments where stakeholders feel safe sharing concerns.

• Provides honest feedback with empathy and care.

Mastery

• Lives authenticity in all interactions.

• Demonstrates unwavering commitment to transparency and truthfulness.

• Builds deep trust and meaningful relationships rooted in integrity.

• Role models authenticity, enabling open, productive collaboration.

4. Motive and Common Goals

Definition:
Creating shared purpose, aligned motives, and collective commitment. Builds trust by fostering unity, transparency, collaboration and mutual understanding of desired outcomes.

Baseline

• Understands the concept of shared goals but may lack clarity or commitment.

• May prioritise individual interests over collective outcomes.

Developing

• Recognises the importance of shared goals and begins actively seeking alignment.

• Demonstrates increasing commitment to the collective vision over personal interests.

Experienced

• Strong champion of shared goals.

• Communicates their importance, reinforces collective purpose, and engages in collaboration.

• Builds trust through transparency, accountability and shared responsibility.

Mastery

• Excels at creating trust through shared purpose.

• Reinforces goal alignment, adapts strategies as needed, and builds environments where collective commitment thrives.

• Empowers people to contribute their strengths, fostering unity and shared ownership.

• Acts as a role model for motive alignment and collaborative leadership.

Influence Others

Definition:
Influencing others involves understanding perspectives, navigating complex interpersonal dynamics, and building the trust required to craft compelling arguments and inspire action. Effective influence draws on communication, logic, emotion, credibility, and empathy — not coercion. It creates buy‑in, addresses objections, aligns interests, and motivates stakeholders to embrace change.

1. Be Curious

Definition:
Demonstrating a genuine desire to explore, learn, and understand. Curiosity enables deeper insight, new perspectives, innovation and root‑cause discovery. Curious change agents ask insightful questions, challenge assumptions, and continuously expand their understanding of the context.

Baseline

• Shows interest in different viewpoints and seeks basic information.

• Asks surface‑level questions; curiosity limited to immediate needs.

Developing

• Actively seeks diverse perspectives and asks probing questions.

• Demonstrates genuine interest in motivations and underlying reasons.

• Expands knowledge and listens attentively to gain insight.

Experienced

• Highly curious; explores complex issues and questions assumptions.

• Uses thought‑provoking questions that deepen understanding.

• Pursues new learning opportunities and uncovers insights that drive meaningful change.

Mastery

• Embodies deep intellectual curiosity and continuous learning.

• Challenges the status quo with sophisticated, powerful questions.

• Inspires curiosity in others, provoking transformative thinking and innovation.

2. Ask Questions

Definition:
Using powerful questioning techniques to gather information, spark reflection, challenge assumptions, explore root causes and facilitate better decision‑making. Effective questioning unlocks insight, reframes challenges, and stimulates progress.

Baseline

• Asks straightforward, factual questions.

• Limited scope; does not yet promote deeper exploration.

Developing

• Asks open‑ended questions that encourage reflection and discussion.

• Considers alternative perspectives and probes for underlying causes.

Experienced

• Uses a wide range of questioning techniques (probing, reframing, clarifying).

• Encourages critical thinking and deeper exploration of issues.

• Questions help stakeholders gain insight and see new possibilities.

Mastery

• Asks exceptionally strategic, insightful and transformative questions.

• Uses questioning to shift mindsets, stimulate creativity, and unlock breakthrough insights.

• Fosters a culture of curiosity and reflective dialogue.

3. Active Listening

Definition:
Engaging fully with what others say — verbally and non‑verbally — to deeply understand meaning, emotion, intent and perspective. Active listening builds trust, strengthens relationships, and enables accurate interpretation.

Baseline

• Demonstrates basic listening; provides minimal feedback or acknowledgement.

• May miss nuance or deeper meaning.

Developing

• Engages more actively in conversation.

• Uses paraphrasing, summarising and clarifying questions to ensure understanding.

Experienced

• Strong active‑listening capability.

• Listens with empathy, attending to both verbal and non‑verbal cues (tone, posture, facial expression).

• Responds thoughtfully and shows genuine receptiveness.

Mastery

• Exceptional active listener; creates safe spaces for open dialogue.

• Deeply empathetic and attentive to diverse viewpoints.

• Builds trust and resolves concerns through highly attuned listening.

4. Influencing Others

Definition:
Persuading, engaging and guiding others toward a desired outcome by understanding their motivations and perspectives. Effective influencers build rapport, credibility and trust, and use compelling communication strategies to gain alignment and support.

Baseline

• Has basic influencing skills; can express ideas but struggles to gain buy‑in.

• Limited ability to adapt to different viewpoints or needs.

Developing

• Listens to stakeholders’ motivations and adapts communication accordingly.

• Builds rapport and grows credibility; begins gaining support more consistently.

Experienced

• Strong influencer with well‑honed techniques (reasoning, storytelling, social proof).

• Engages stakeholders in meaningful dialogue; addresses needs and concerns.

• Generates alignment and moves people toward action.

Mastery

• Exceptional ability to influence across complex dynamics and power structures.

• Builds deep trust and credibility through expertise and relationships.

• Anticipates objections, crafts compelling arguments, and mobilises widespread support.

5. Reframing

Definition:
The ability to shift perspectives, challenge assumptions, and change how a situation is understood — opening new insights, possibilities and pathways for action. Reframing helps people see problems differently, overcome limiting views, and move toward innovation.

Baseline

• Limited reframing capability; tends to stay within existing narratives and assumptions.

• Struggles to identify alternative viewpoints.

Developing

• Seeks alternative perspectives and challenges assumptions.

• Recognises reframing as valuable and practices shifting interpretations.

Experienced

• Skilled in identifying underlying assumptions, biases and mental models.

• Introduces alternative frames that open new thinking and opportunities.

• Encourages diverse viewpoints and creative approaches.

Mastery

• Expert at reframing complex or sensitive issues.

• Deep understanding of cognitive biases, emotional triggers, and language.

• Facilitates paradigm shifts, enabling transformative insight and innovative change.

Decision Making

Definition:
Effective decision making combines insight generation, critical thinking, option evaluation, ethical awareness, balanced judgement, and risk assessment. It requires clarity of purpose, rigorous analysis, creativity, and the ability to navigate complexity. Expert change agents also create the environment for effective decision making — ensuring decisions are aligned to organisational value, enabling participation, and strengthening adoption of outcomes.

1. Decision Clarity

Definition:
Understanding the purpose and objectives of a decision — defining the problem or opportunity, establishing goals, and ensuring alignment with broader organisational priorities. Creates the clarity necessary for stakeholders to weigh options and align behind a course of action.

Baseline

• Understands the immediate goals of a decision but lacks clarity on broader context or strategic alignment.

• Focuses on short‑term objectives and may miss organisational implications.

Developing

• Defines clear goals and objectives for decisions.

• Ensures alignment with organisational priorities and strategic direction.

• Communicates purpose effectively within teams.

Experienced

• Communicates purpose and objectives clearly to stakeholders.

• Facilitates discussions to build shared understanding and commitment.

• Aligns decision work with broader organisational goals.

Mastery

• Deeply understands organisational context, vision and strategic goals.

• Integrates purpose seamlessly into decision‑making processes.

• Decisions reflect long‑term alignment, strategic clarity and holistic perspective.

2. Decision Insights

Definition:
Gathering reliable information to make informed decisions — including data collection, research, stakeholder input, analysis, and synthesis of insights to identify meaningful patterns and options.

Baseline

• Gathers some relevant information but relies on limited sources.

• Needs guidance to organise data and assess quality or reliability.

• Analytical skills still developing.

Developing

• Expands information sources (primary and secondary).

• Identifies key insights and patterns with improved analysis.

• May require support to structure and synthesise information effectively.

Experienced

• Gathers and analyses information systematically and comprehensively.

• Identifies relevant sources, conducts thorough research, and applies structured analytical techniques.

• Synthesises complex information into meaningful conclusions.

Mastery

• Expert at gathering and analysing information across contexts.

• Uses advanced analytical tools and critical‑thinking techniques.

• Identifies biases, limitations and patterns with exceptional rigour.

• Insights significantly shape and improve decision outcomes.

3. Decision Alternatives

Definition:
Generating and evaluating diverse options, considering risks, benefits, constraints, and alignment with desired outcomes. Encourages creativity, innovation, and broad exploration before selecting the best path.

Baseline

• Considers only a limited set of alternatives, often defaulting to familiar choices.

• Struggles to generate creative or unconventional options.

• Needs guidance to broaden perspective.

Developing

• Actively seeks multiple options, including unconventional or innovative choices.

• Open to diverse perspectives; explores and analyses possibilities.

• Still benefits from collaboration when evaluating options.

Experienced

• Generates a wide range of alternatives and evaluates them systematically.

• Considers risks, costs, benefits, feasibility, and stakeholder interests.

• Uses strong judgement to identify promising options.

Mastery

• Highly creative and strategic in generating alternatives.

• Proactively identifies disruptive or innovative solutions.

• Balances short‑ and long‑term implications insightfully.

• Influences transformative decisions with strong option‑generation ability.

4. Critical Thinking

Definition:
Assessing information objectively, questioning assumptions, challenging biases, and evaluating arguments and evidence. Enables rational, well‑reasoned decision making under complexity.

Baseline

• Limited critical‑thinking ability; relies on intuition or surface‑level analysis.

• Struggles to identify hidden biases or assumptions.

Developing

• Improves critical analysis; identifies biases, assumptions and evidence strengths.

• Considers multiple perspectives and compares options thoughtfully.

Experienced

• Strong analytical capability; identifies patterns, relationships, and root causes.

• Evaluates diverse sources critically and challenges inconsistencies.

• Applies sound reasoning and judgement.

Mastery

• Exceptional critical‑thinking skill; synthesises diverse data under complexity.

• Identifies and challenges assumptions and biases deeply.

• Produces highly reasoned, strategic decisions that drive innovation.

5. Balancing Rationality and Intuition

Definition:
Integrating analytical thinking with intuition to make informed, holistic decisions — especially under ambiguity or complexity.

Baseline

• Relies primarily on intuition; limited application of rational analysis.

• Needs guidance to understand the importance of balancing both modes.

Developing

• Recognises value in both rationality and intuition.

• Uses analysis while also considering gut feel; works toward integration.

• Still refining how to apply each appropriately.

Experienced

• Effectively balances data, logic and intuitive insight.

• Applies evidence‑based reasoning while trusting deep tacit knowledge.

• Makes holistic decisions that incorporate both perspectives.

Mastery

• Seamlessly integrates rational analysis and intuition.

• Knows when to rely on each and uses them synergistically.

• Generates innovative, high‑quality decisions informed by both rigour and instinct.

6. Decision Empathy

Definition:
Understanding and incorporating stakeholder perspectives, needs, and interests into decisions — ensuring inclusivity, alignment, and positive impact.

Baseline

• Limited awareness of stakeholder needs in decisions.

• Focuses primarily on own perspective.

Developing

• Seeks stakeholder input and feedback.

• Strives to understand perspectives and consider inclusivity.

• Engagement may still be uneven or inconsistent.

Experienced

• Proactively identifies and engages a wide range of stakeholders.

• Understands diverse needs, concerns and expectations.

• Balances interests and makes decisions that optimise outcomes across groups.

Mastery

• Deep understanding of stakeholder dynamics and impacts.

• Integrates insights seamlessly into decisions; anticipates responses.

• Designs solutions aligned with stakeholder values, strengthening relationships and outcomes.

7. Evaluating Risks and Uncertainty

Definition:
Assessing, prioritising and managing risks and uncertainties — identifying obstacles, considering scenarios and outcomes, and developing mitigation strategies and contingencies.

Baseline

• Limited risk‑assessment skills; may overlook risk or uncertainty.

• Needs guidance to identify and evaluate potential obstacles.

Developing

• Recognises the importance of risk evaluation.

• Identifies key risks and assesses likelihood and impact.

• Uses available resources to understand uncertainty.

Experienced

• Strong, systematic risk‑assessment capability.

• Uses qualitative and quantitative techniques (scenario analysis, sensitivity analysis).

• Develops contingency plans and integrates mitigation strategies.

Mastery

• Exceptional risk‑analysis ability across known and unknown risks.

• Uses advanced methodologies; anticipates cascading impacts.

• Makes informed, resilient decisions that minimise negative outcomes.

8. Ethical Decisions

Definition:
Ensuring decisions align with ethical principles, societal expectations, fairness, integrity, and organisational values. Involves anticipating ethical dilemmas and modelling ethical behaviour.

Baseline

• Limited understanding of ethical considerations.

• Needs education on frameworks and impacts.

Developing

• Increasing awareness of ethical principles.

• Applies fairness, responsibility, and integrity to decision making.

• Consults guidance and codes of conduct.

Experienced

• Integrates ethics into decision frameworks consistently.

• Identifies ethical dilemmas early and assesses implications.

• Encourages ethical behaviour across teams.

Mastery

• Deep understanding of ethical theory and practical application.

• Resolves complex ethical challenges with confidence and integrity.

• Models ethical leadership and promotes a culture of ethics and accountability.

9. Rituals and Routines

Definition:
Establishing structured processes, habits and frameworks that support clarity, consistency, quality and speed in decision making. Creates discipline, reduces bias, and improves outcomes.

Baseline

• Minimal or inconsistent decision‑making routines.

• Decisions are reactive, unstructured or ad hoc.

Developing

• Begins implementing basic decision‑making rituals (dedicated time, structured environment, information gathering).

• Uses routine steps inconsistently.

Experienced

• Well‑established decision routines and structured processes.

• Uses frameworks, defined roles and systematic analysis.

• Decisions are disciplined, focused and more effective.

Mastery

• Deeply embedded decision‑making rituals across teams.

• Uses advanced techniques, analytics, and collaborative practices.

• Demonstrates exceptional clarity, efficiency and adaptability under complexity.

Inspire Others to Action

Definition:
The ability to ignite enthusiasm, motivation, and a sense of purpose in individuals and teams. It includes connecting on an emotional level, communicating a compelling vision, building belief in the value and potential of the change, and mobilising collective energy toward shared goals. It goes beyond persuasion — inspiring others requires authenticity, empathy, storytelling, clarity, and role modelling. Inspiring change agents create environments that lift confidence, spark ownership, and generate enduring commitment.

1. Creating Collective Action

Definition:
Mobilising individuals and groups around a shared goal or vision. This involves fostering collaboration, facilitating meaningful discussions, and building strong relationships to generate participation, alignment, and commitment.

Baseline

• Understands the importance of collaboration and teamwork.

• Encourages collective effort but struggles to facilitate or mobilise effective group action.

Developing

• Encourages collaboration and inclusivity.

• Promotes teamwork, facilitates discussions, and seeks diverse perspectives.

• Makes progress in sustaining engagement and alignment, though challenges may still arise.

Experienced

• Highly proficient in creating collective action.

• Strong facilitation skills that foster collaboration, shared purpose, and relationship‑driven mobilisation.

• Uses influence, communication, and stakeholder engagement to generate commitment across groups.

Mastery

• Exceptional ability to mobilise collective action across complex dynamics.

• Creates compelling visions, builds deep trust, and aligns diverse interests toward a common goal.

• Facilitates high‑quality decisions, ownership and accountability — resulting in sustained collective momentum.

2. Create Followership

Definition:
Inspiring others to actively support and engage in change by building trust, credibility, empathy, integrity, charisma, and compelling communication. Followership arises from personal influence, not authority.

Baseline

• Early in developing followership capability.

• Has basic communication skills, but influence is limited; relies more on positional authority than personal credibility.

Developing

• Builds relationships that increase trust and respect.

• Improves communication and empathy.

• Able to inspire participation in certain groups, though influence is still inconsistent.

Experienced

• Strong ability to create followership.

• Uses storytelling, persuasive communication and authenticity to engage broad groups.

• Maintains relationships and networks that enable mobilising diverse teams.

• Inspires through action as much as words.

Mastery

• Exceptional followership‑building ability — combining charisma, credibility, empathy and influence.

• Recognised as a role model and trusted advisor.

• Empowers others to become champions of change.

• Capable of mobilising entire organisations or communities toward shared vision.

3. Creating High‑Performing Teams

Definition:
Bringing together diverse individuals and cultivating collaboration, synergy, clarity and exceptional performance. Involves deep understanding of team dynamics, conflict resolution, roles, responsibilities, and psychological safety.

Baseline

• Early skill development; may struggle with team dynamics or establishing clarity.

• Learning how to set goals, roles and responsibilities while improving collaboration and communication.

Developing

• Grows capability in facilitating collaboration and understanding team dynamics.

• Sets clearer goals, fosters positive culture, encourages open communication and leverages strengths.

• Faces occasional challenges in conflict or productivity.

Experienced

• Confident and skilled at developing high‑performing teams.

• Creates strong shared purpose and manages conflict effectively.

• Excellent communication and facilitation that enable trust, accountability and performance.

Mastery

• Exceptional at building and leading high‑performing teams across varied contexts.

• Excels in aligning individual and team goals, leveraging strengths, and fostering innovation.

• Consistently achieves outstanding team performance and inspires others to reach their full potential.

4. Inspire Others

Definition:
Motivating and energising people toward a shared vision or aspiration. Involves storytelling, emotional connection, authenticity, conviction and leadership presence.

Baseline

• Developing ability to inspire.

• May struggle to articulate a vision or connect it to others’ needs or values.

• Needs support to enhance communication and motivational impact.

Developing

• Articulates a compelling vision with enthusiasm and passion.

• Engages others, encourages participation and builds early commitment.

• Adapts communication to different audiences and articulates benefits.

Experienced

• Strong inspiring capability; deep understanding of human motivation.

• Connects change to individuals’ values and aspirations.

• Demonstrates authentic leadership and uses storytelling to create emotional connection and purpose.

Mastery

• Exceptional ability to inspire and mobilise individuals and teams toward ambitious goals.

• Charismatic and compelling; creates belief, confidence and momentum.

• Inspires across contexts and is recognised as a catalyst for positive change.

5. Creating Conviction

Definition:
Instilling strong belief, confidence and commitment in the vision or change initiative. This involves communicating purpose, benefits and value, addressing concerns, and building trust to motivate stakeholders to take ownership.

Baseline

• Can articulate the need for change but struggles to generate strong conviction.

• Addresses basic questions or concerns but impact is limited.

Developing

• Communicates purpose, value and impact more effectively.

• Addresses resistance, seeks feedback and provides clarity to build confidence.

Experienced

• Strong ability to create conviction through persuasive storytelling, evidence and emotional resonance.

• Connects change to values, aspirations and purpose.

Mastery

• Exceptional at creating conviction across audiences.

• Uses compelling narrative, credibility and authenticity to inspire unwavering support.

• Builds passion and belief that motivates others to champion the change.

6. Co‑Creation

Definition:
Engaging stakeholders collaboratively to generate ideas, shape solutions and make decisions together — building shared ownership, trust and commitment.

Baseline

• Understands the value of involving others but contributes input mostly from own perspective.

• Limited engagement across diverse stakeholders.

Developing

• Welcomes ideas and fosters inclusive participation.

• Actively involves stakeholders in discussions and decision‑making.

• Co‑creation still somewhat structured and developing.

Experienced

• Strong co‑creation capability.

• Facilitates inclusive dialogue, values diverse expertise and enables meaningful contribution.

• Creates shared ownership and responsibility for outcomes.

Mastery

• Exceptional co‑creation leadership.

• Creates environments of psychological safety, trust and openness.

• Synthesises diverse input, resolves conflict and drives innovative, high‑quality outcomes.

7. Creating Sustained Adoption

Definition:
Ensuring the change becomes embedded and enduring — cultivating ownership, accountability and long‑term commitment through culture, behaviour, reinforcement and continuous engagement.

Baseline

• Focuses on initial implementation, often overlooking long‑term sustainability.

• May struggle to maintain momentum or prevent adoption relapse.

Developing

• Begins to plan for sustained adoption.

• Monitors progress, addresses barriers, gathers feedback and adjusts strategies.

Experienced

• Strong track record in sustaining adoption.

• Uses communication, engagement and support mechanisms to reinforce change.

• Addresses resistance proactively and adapts to evolving needs.

Mastery

• Exceptional capability to embed and sustain change.

• Understands cultural and behavioural dynamics deeply.

• Builds ownership, accountability and reinforcement structures that sustain adoption over time. 

Resistance

Definition:
Resistance involves predicting, surfacing, embracing, and managing objections, concerns, or barriers to change. Skilled change agents understand human behaviour and organisational dynamics well enough to anticipate sources of resistance, surface them safely, and address them constructively. By applying empathy, active listening, facilitation, and conflict‑resolution techniques, they create a culture of openness and collaboration, increasing the likelihood of successful and sustained adoption.

1. Predicting Resistance

Definition:
Anticipating challenges, objections, or blockers that may arise during change. Identifying resistance early enables targeted strategies and proactive interventions.

Baseline

• Limited awareness of resistance; underestimates its impact.

• Fails to identify sources early, often surprised when resistance appears.

• Struggles to address resistance, resulting in delays or partial adoption.

Developing

• Recognises importance of predicting resistance.

• Assesses organisational culture, history, and context to anticipate likely resistance.

• Engages stakeholders, gathers feedback, and identifies potential objections.

Experienced

• Proficient at predicting resistance across teams and contexts.

• Understands human behaviour and organisational dynamics deeply.

• Uses stakeholder analysis, risk assessments, and change‑impact tools to anticipate resistance patterns.

Mastery

• Highly accurate at predicting resistance across varied environments.

• Leverages extensive experience to identify subtle or systemic sources of resistance.

• Uses sophisticated strategies (targeted communication, readiness assessments, early engagement) to pre‑empt objections and shift mindsets.

2. Surfacing Resistance

Definition:
Bringing hidden or unspoken resistance into the open. Creating safe spaces for candid expression and uncovering root causes.

Baseline

• Struggles to uncover resistance.

• Lacks the skills or environment to encourage open expression.

• Hidden resistance remains unaddressed and leads to issues later.

Developing

• Works to surface resistance by using empathy, active listening, and open‑ended questions.

• Creates opportunities for feedback (surveys, discussions, interviews).

• Begins building conditions for honest dialogue.

Experienced

• Creates a culture of psychological safety and open communication.

• Uses structured interviews, focus groups, and anonymous methods to uncover resistance.

• Validates concerns and explores underlying drivers with curiosity.

Mastery

• Expert at surfacing deep, sensitive, and systemic resistance.

• Navigates challenging dynamics and difficult conversations with advanced facilitation skills.

• Engages hesitant or resistant stakeholders in constructive dialogue.

• Uses mediation and negotiation to create shared understanding and common ground.

3. Embracing Resistance

Definition:
Seeing resistance as valuable insight rather than a barrier. Using it to strengthen understanding, trust, and the quality of the change design.

Baseline

• Views resistance as negative; avoids or ignores it.

• Misses opportunities to understand stakeholder concerns.

Developing

• Recognises resistance as natural and informative.

• Seeks out underlying concerns, fears, and motivations.

• Uses curiosity and listening to understand root causes.

Experienced

• Proactively embraces resistance as a catalyst for improvement.

• Engages stakeholders to explore alternative viewpoints and co‑create solutions.

• Uses resistance to strengthen trust, alignment, and design quality.

Mastery

• Fully embraces resistance as an essential part of change.

• Seeks dissent and alternative opinions to challenge assumptions.

• Creates psychologically safe environments where resistance drives innovation, insight, and stronger decisions.

• Skillfully turns resistance into collaboration and improved outcomes.

4. Managing Resistance

Definition:
Effectively addressing and mitigating resistance through empathy, communication, dialogue, problem‑solving, and adaptive strategies that foster acceptance and support.

Baseline

• Struggles to identify, understand, or address resistance.

• Lacks strategies, leading to persistent barriers that impede progress.

Developing

• Builds basic strategies for managing resistance.

• Listens actively, seeks to understand concerns, and clarifies misconceptions.

• Uses clear, consistent communication and support to build trust.

Experienced

• Anticipates resistance early and develops tailored responses.

• Uses two‑way dialogue, co‑design, and adaptive change approaches.

• Leverages relationships and networks to influence and reduce resistance.

Mastery

• Expert at managing complex resistance dynamics.

• Uses advanced facilitation, negotiation, conflict resolution and behavioural insight.

• Builds alliances and coalitions to strengthen buy‑in.

• Creates cultures of ongoing learning, feedback, and adaptation that sustain momentum. 

Managing Self

Definition:
Managing Self includes the internal attributes, habits, and mindsets that enable personal excellence, resilience, emotional maturity, and adaptability. These behaviours underpin a change agent’s ability to navigate uncertainty, remain grounded, maintain high performance, and interact constructively with others. These include adaptability, comfort with ambiguity, drive, humility, and patience — all essential capabilities in complex change environments.

1. Adaptability

Definition:
Adjusting, evolving and thriving in dynamic environments. Being open to new ideas, embracing different perspectives, and shifting plans as needed — balancing stability with agility.

Baseline

• Willing to adapt; understands the need for flexibility.

• Open to alternative approaches and minor adjustments.

Developing

• Seeks opportunities to learn and grow adaptability.

• Challenges assumptions and explores new possibilities.

• Makes significant adjustments based on feedback.

Experienced

• Highly adaptable and agile; responds rapidly to emerging complexity.

• Uses diverse perspectives to refine approaches.

• Navigates unpredictability with composure.

Mastery

• Exceptionally adaptable; leads others confidently through change.

• Balances stability and agility intuitively.

• Anticipates future challenges and responds proactively.

2. Comfort with Ambiguity

Definition:
Remaining composed and effective when facing uncertainty, incomplete information or unpredictability — using ambiguity as a driver for creativity and innovation.

Baseline

• Aware of ambiguity and tolerates some uncertainty.

• Relies on structure or guidelines to feel grounded.

Developing

• Builds capability to navigate ambiguity.

• Views uncertainty as learning opportunity; takes calculated risks.

Experienced

• Confident and capable in complex, uncertain environments.

• Makes decisions with incomplete information.

• Adjusts approaches with resilience and flexibility.

Mastery

• Thrives in ambiguity; reframes uncertainty as possibility.

• Inspires others to navigate uncertainty with confidence.

• Leverages ambiguity as a catalyst for innovation.

3. Drive to Succeed

Definition:
An internal, intrinsic motivation to achieve goals and create meaningful impact. Demonstrates ambition, resilience, and continuous growth.

Baseline

• Basic desire to succeed; effort fluctuates with circumstances.

• Requires occasional support to stay motivated.

Developing

• Sets ambitious goals; pursues continuous improvement.

• Shows resilience and perseverance during obstacles.

Experienced

• Strong, steady drive to succeed.

• Deep commitment to goals, persists through setbacks.

• Inspires and motivates others by example.

Mastery

• Exceptional, intrinsic drive and high personal standards.

• Pursues excellence consistently; raises expectations for self and others.

• Inspires transformative change through relentless commitment.

4. Humility

Definition:
Being grounded, open‑minded, self‑aware and collaborative. Recognising limits, valuing others, and welcoming diverse perspectives.

Baseline

• Displays basic humility; open to learning from others.

• Acknowledges not having all the answers.

Developing

• Actively seeks feedback and listens deeply to others.

• Shares credit and fosters collaboration.

Experienced

• Demonstrates strong humility; prioritises collective success.

• Creates environments where diverse ideas thrive.

• Continuously improves through constructive feedback.

Mastery

• Exemplifies profound humility and psychological safety.

• Elevates and recognises others consistently.

• Welcomes dissent and openly admits mistakes.

• Creates cultures of trust, recognition and continuous learning.

5. Patience

Definition:
Remaining calm, composed and tolerant in the face of challenges, setbacks or delays. Demonstrating the ability to wait for outcomes, maintain perspective, and navigate complexity without rushing or frustration.

Baseline

• Shows basic patience; remains composed during minor setbacks.

• Understands that change takes time and generally manages emotions appropriately.

Developing

• Actively cultivates patience through self‑awareness and self‑regulation.

• Chooses patience intentionally when facing challenges.

• Willing to invest time and effort, understanding that meaningful change takes sustained perseverance.

Experienced

• Demonstrates strong patience even in the face of significant obstacles or delays.

• Uses strategies like reframing, reflection and motivation maintenance.

• Maintains a calm, constructive demeanour and stabilises others in uncertain periods.

Mastery

• Embodies profound patience, even during complex, prolonged or high‑pressure change.

• Navigates ambiguity and adversity without losing sight of long‑term goals.

• Brings calm to others, creating an environment of resilience, clarity and sustained progress. 

Be Positive

Definition:
Being positive involves cultivating an optimistic outlook, embracing resilience, and using positive psychology to sustain momentum during change. It includes maintaining a hopeful attitude, seeing challenges as opportunities to grow, and using positive self‑talk to reinforce confidence and motivation. Positivity fuels perseverance, strengthens wellbeing, and enables a growth mindset that supports long‑term success. Change agents who exhibit positivity inspire others, create energising environments, and model resilience in the face of uncertainty.

1. Optimism

Definition:
Maintaining an optimistic and constructive mindset — approaching challenges with resilience, enthusiasm, and solution‑oriented thinking. Inspiring positivity in others through attitude and energy.

Baseline

• Generally positive outlook.

• Maintains a hopeful mindset and focuses on possibilities over obstacles.

• Approaches change constructively, even during adversity.

Developing

• Actively cultivates positivity through gratitude, reflection, and self‑motivation.

• Reframes challenges as learning opportunities.

• Maintains enthusiasm and optimism during change.

Experienced

• Consistently positive attitude across situations.

• Demonstrates strong resilience and adaptability.

• Inspires others with unwavering optimism and belief in positive outcomes.

Mastery

• Deep‑rooted, unwavering positive attitude.

• Exudes infectious enthusiasm that energises and uplifts others.

• Maintains optimism in the most uncertain or difficult circumstances.

• Creates environments of possibility, empowerment, and hope.

2. Overcoming Setbacks

Definition:
Demonstrating resilience, perseverance, and the ability to bounce back from obstacles. Using setbacks as catalysts for growth, learning, and transformation.

Baseline

• Navigates setbacks with basic resilience.

• Acknowledges challenges as part of change and works to regain focus quickly.

• Adjusts approach and continues forward despite obstacles.

Developing

• Strengthens resilience intentionally.

• Views setbacks as valuable learning opportunities.

• Maintains a proactive, solution‑oriented mindset during difficulty.

Experienced

• Strong ability to overcome setbacks with speed and determination.

• Adapts strategies effectively based on new information.

• Treats setbacks as temporary, maintaining determined focus and encouraging others.

Mastery

• Exceptional resilience; setbacks energise rather than deter.

• Leverages challenges as transformational opportunities.

• Inspires others by modelling perseverance and turning challenges into progress.

3. Positive Self‑Talk

Definition:
Using a healthy, empowering inner dialogue to build motivation, confidence and emotional resilience. Reframing negative thoughts and supporting personal wellbeing during change.

Baseline

• Aware of self‑talk and works to maintain a generally positive mindset.

• Makes efforts to replace negative thoughts with supportive ones.

• Occasionally experiences self‑doubt but redirects thoughts deliberately.

Developing

• Actively practices positive self‑talk and monitors internal dialogue.

• Recognises impact of thoughts on emotions and behaviour.

• Challenges limiting beliefs and replaces them with empowering alternatives.

• Sustains positive attitude during difficulty.

Experienced

• Consistently engages in positive self‑talk as a daily habit.

• Uses affirmations, visualisation and reframing effectively.

• Maintains confidence and motivation through challenging periods.

Mastery

• Positive self‑talk fully integrated into mindset and identity.

• Naturally maintains constructive, supportive internal dialogue.

• Overcomes obstacles with confidence and inspires others with unwavering positivity and belief in the change.

Resilience & Renewal

Definition:
Resilience and Renewal encompass building emotional capacity, cultivating joy, bouncing back from setbacks, and sustaining long‑term energy and wellbeing. It is not only about recovering from challenges but also about finding meaning, positivity, and growth within them. Renewal ensures individuals restore their energy, stay motivated, and maintain psychological and emotional stamina across prolonged change.

1. Creating Emotional Capacity

Definition:
Developing and nurturing emotional intelligence in yourself and others — recognising, understanding, and managing emotions effectively. Emotional capacity enables better relationships, stronger empathy, and the ability to regulate energy and emotions through adversity.

Baseline

• Basic awareness of emotions and their impact on relationships.

• Developing self‑awareness; beginning to understand own emotions.

• Shows empathy and sensitivity toward others but with limited consistency.

Developing

• Deepens emotional understanding and awareness of triggers.

• Strengthens empathy and interpersonal connection.

• Builds capacity for regulating emotions and supports others in managing theirs.

• Learns through reflection, feedback and emotional‑intelligence development.

Experienced

• Demonstrates strong emotional intelligence and resilience.

• Navigates and manages personal and others’ emotions effectively.

• Maintains composure in challenging situations.

• Creates supportive environments that encourage emotional expression.

• Coaches others to develop emotional capacity.

Mastery

• Exceptional emotional intelligence across self and others.

• Creates deep trust, psychological safety and emotional wellbeing in groups.

• Navigates complex emotional landscapes with ease.

• Empowers others to build emotional awareness, resilience, and renewal capacity.

• Acts as a role model for emotional intelligence in all interactions.

2. Creating Joy

Definition:
Bringing positivity, humour, lightness and human connection into the change process. Using joy to reduce stress, strengthen relationships, and sustain energy and morale.

Baseline

• Does not yet prioritise joy or lightness; may view change as solely serious work.

• May miss opportunities to use humour to build rapport or boost morale.

Developing

• Recognises the importance of joy in the change journey.

• Introduces humour, playfulness and celebration into interactions.

• Creates positive moments that lighten the mood and build connection.

Experienced

• Skilled at using humour and playfulness to create engagement.

• Builds connection, reduces tension and inspires positivity.

• Uses fun activities, team‑building and shared laughter to strengthen culture.

Mastery

• Masterful at embedding joy into all aspects of work.

• Effortlessly integrates humour, creativity and play.

• Deeply understands the impact of positive emotions on motivation and wellbeing.

• Creates vibrant cultures where joy strengthens resilience and collaboration.

3. Resilience

Definition:
The ability to adapt, recover, and thrive during adversity. Maintaining focus, positivity and perseverance through challenges — and helping others do the same.

Baseline

• Manages everyday stressors and minor setbacks.

• Maintains overall positivity and recovers without significant long‑term impact.

• Struggles with more significant or prolonged adversity.

Developing

• Actively builds resilience through mindset and habits.

• Treats setbacks as learning opportunities.

• Develops coping mechanisms, self‑care, and support strategies.

• Strengthens ability to remain effective in difficulty.

Experienced

• Highly resilient across a wide range of challenges.

• Maintains positive attitude during adversity and adapts quickly.

• Takes decisive actions to overcome obstacles.

• Inspires others through resilience and calm confidence.

Mastery

• Exceptional personal resilience — sustained calm, clarity, and focus even in volatility.

• Thrives in high‑pressure environments and embraces uncertainty.

• Models resilience for others and helps them develop their own.

• Uses adversity as a springboard for innovation and growth.

4. Renewal

Definition:
Sustaining long‑term energy, motivation and wellbeing through intentional self‑care, reflection, and personal growth. Renewal ensures individuals remain energised, balanced and capable throughout prolonged periods of change.

Baseline

• Basic understanding of self‑care and its importance.

• Engages occasionally in refreshing activities and encourages others to rest.

• Renewal is inconsistent or narrow in scope.

Developing

• Actively seeks opportunities to recharge and grow.

• Prioritises wellbeing practices like reflection, exercise, mindfulness.

• Invests in learning and personal development.

• Encourages others to take breaks and supports their wellbeing.

Experienced

• Maintains consistent, comprehensive renewal practices.

• Understands personal needs and replenishes physical, mental and emotional energy.

• Promotes a culture of sustainability and balance for teams.

Mastery

• Renewal practices fully integrated into daily rhythms.

• Models sustainable energy, vitality and resilience.

• Identifies burnout risks early and creates renewal opportunities for teams.

• Inspires others to embrace renewal as a shared norm, sustaining long‑term performance.

Role Model

Definition:
Role modelling means leading through behaviour — showing integrity, consistency, and groundedness in every action. Change agents embody the values, principles, and mindsets they ask others to adopt. They demonstrate authenticity, humility, stability and reliability, becoming a trusted example to follow. Role modelling builds trust, sets cultural tone, and signals what “good” looks like across the change journey.

1. Setting an Example

Definition:
Inspiring and influencing others through aligned behaviour — embodying the qualities, values and standards expected of effective change leadership. Consistently demonstrating integrity, authenticity and accountability.

Baseline

• Understands the importance of role modelling but shows inconsistency in behaviour.

• Demonstrates some inspiring behaviours but with areas for improvement or misalignment.

Developing

• Actively works to align actions with values and intent.

• Consciously models expected behaviours.

• Aware of personal impact and strives for integrity, consistency and authenticity.

• Recognises when others’ behaviour is inappropriate.

Experienced

• Consistently demonstrates desired behaviours and values.

• Serves as a reliable source of inspiration and guidance.

• Calls out inappropriate behaviour in others.

• Intentional about reflection, learning and growth as a role model.

Mastery

• Behaviours consistently align with values and purpose at all times.

• Deep understanding of influence and the impact of role modelling.

• Consistently challenges inappropriate behaviour in others.

• Inspires and empowers people through authenticity, integrity and personal discipline.

2. Being Consistent

Definition:
Demonstrating predictability, congruence and reliability across decisions, actions and communication. Consistency builds trust, stability and credibility for change.

Baseline

• Struggles with consistency due to shifting priorities, unclear expectations or overload.

• Behaviours or decisions sometimes misaligned with words or intentions.

Developing

• Recognises importance of consistency and works intentionally to improve it.

• Enhances communication and decision processes to increase clarity and alignment.

• Seeks feedback to strengthen reliability and follow‑through.

Experienced

• Demonstrates strong reliability and behavioural congruence.

• Ensures decisions and actions align with goals and values.

• Clarifies expectations proactively and builds trust through dependability.

Mastery

• Highly consistent and predictable in leadership and behaviour.

• Known for unwavering commitment to change initiatives.

• Leads by example and builds profound trust and stability.

• Creates confidence and safety through steady, aligned actions.

3. Being Grounded

Definition:
Staying centred, rooted and connected to personal values and purpose. Navigating complexity with emotional stability, clarity, and presence. Being grounded creates calm, trust and resilience for individuals and teams.

Baseline

• Struggles to stay grounded during change.

• May feel overwhelmed, disconnected or unsure of values and purpose.

• Needs to strengthen self‑awareness and emotional foundation.

Developing

• Begins cultivating grounding practices (reflection, mindfulness, self‑care).

• Builds emotional wellbeing and balance.

• Seeks personal growth to deepen understanding of values and purpose.

Experienced

• Strong sense of grounding and self‑awareness.

• Navigates complexity, ambiguity and pressure with resilience and composure.

• Uses emotional intelligence and inner stability to support others.

• Provides a stabilising, confidence‑building presence.

Mastery

• Embodies profound groundedness and emotional stability.

• Deep connection to values, purpose and authenticity.

• Demonstrates unwavering integrity and moral clarity.

• Anchors others — creating trust, calm, stability and focus even in turbulence.