Behavioural responses to change and the change curve

The video for 3CO01 Assessment Criterion 3.3 centres on the range of behavioural responses people display when organisations undergo change, and on the change curve as a framework for understanding the emotional journey those responses reflect. Responses examined span from active enthusiasm — including the role of change champions — through to active and passive resistance, with particular attention given to ambivalence as a distinct and legitimate position between those poles. The video addresses how these responses manifest in practice, including visible non-compliance, surface-level compliance without genuine commitment, and the quiet continuation of old working practices.

The change curve covered in the video draws on Elisabeth Kübler-Ross's grief model as adapted to organisational settings, mapping stages that include shock and denial, frustration and anger, depression and confusion, experimentation and exploration, and ultimately acceptance and commitment. The video is explicit that this progression is non-linear, with individuals moving between stages or experiencing more than one simultaneously, which has direct implications for how people professionals calibrate their support over time.

The video also examines the individual-level and situational factors that shape how differently people experience the same change, including prior experience of change, personality traits such as openness to experience and tolerance for ambiguity, and perceptions of whether a change is imposed, necessary or fair. The influence of trust in leadership on engagement with change receives dedicated attention, alongside the professional, personal and relational dimensions of change impact — covering areas such as job loss, regrading, career aspirations, mental and physical health, self-esteem and team dynamics — all of which are relevant to AC 3.3's requirement to discuss how change affects people in different ways.