Links between 3 psychological response types (emotional, cognitive, behavioural) and 2 change frameworks
1. Kubler-Ross Change Curve
Originally developed for grief, this framework is now widely applied to change in organisations. It describes the emotional journey during change.
| Stage (Kubler-Ross) | Primary Psychological Response | What People Typically Feel/Do | Leadership and Facilitator Focus |
|---|---|---|---|
| 1.1 Shock/Denial | Affective | Disbelief, ignoring information, “This won’t really happen.” | Acknowledge feelings. Make information clear and accessible. |
| 1.2 Anger/Frustration | Affective + Behavioural | Pushback, blame, vocal negativity, “Why are they doing this to us?” | Empathy plus transparency about the rationale. Create safe forums to express concerns. |
| 1.3 Bargaining | Cognitive | Negotiating, clinging to the status quo, “Can we delay or reduce the change?” | Help clarify non-negotiables vs. areas for input. Provide involvement opportunities. |
| 1.4 Depression | Affective | Withdrawal, worry, low energy, loss of confidence | Increase support, coaching, check-ins. Reinforce strengths and progress. |
| 1.5 Acceptance | Cognitive + Behavioural | Gradual engagement, problem-solving mindset | Provide training, clarity, and early wins. |
| 1.6 Commitment | Behavioural | Advocacy and ownership | Celebrate success. Empower champions. Reinforce shared purpose. |
This model is excellent when you need to name difficult emotions and normalise them.
2. Bridges’ Transition Framework
This framework focuses on the internal psychological transition, which often lags behind the external change.
| Bridges Phase | Primary Response Type | Key Human Experience | What Leaders and Facilitators Do |
|---|---|---|---|
| 2.1 Ending/Losing/Letting Go | Affective | Feeling loss of identity, status or routine | Honour what is ending with rituals, acknowledgement, storytelling, etc. |
| 2.2 Neutral Zone | Emotional + Cognitive | Ambiguity, confusion, experimentation, vulnerability | Provide direction through uncertainty. Encourage feedback and learning. Maintain connection. |
| 2.3 New Beginning | Cognitive + Behavioural | Renewed clarity, motivation & confidence | Clarify roles. Reinforce the vision. Support capabilities. Share early success. |
This is useful for emphasising that transitions take time and occur at different speeds for different people.
How these models reinforce the core message
- People do not shift behaviour until emotions and beliefs shift first.
- Psychological safety must come before performance.
- Resistance often signals grief for what is being lost, not defiance.
- Good change design supports people through each phase, not just the end state.
Summary
Change is external while transition is internal.
People experience change emotionally first, then cognitively, then behaviourally.
Encourage people to commit rather than comply.
Use language that is respectful and empowers leaders to see their role in culture creation.
(main source: Kamal Naghili, 2025)