Understand the model by using it
ADKAR is the individual, outcome-based lens. The Prosci 3-Phase Process is the organizational lens. They are not alternatives — organizational infrastructure is what moves individuals through ADKAR milestones.
Awareness
Understanding why the change is necessary.
- • Low awareness survey scores
- • "Why are we doing this?" questions
- • Rumour traffic
- • Sponsor-led case for change
- • Audience-segmented communication
- • Role-contextualised why
- • Leadership roadshows
Sending more training when people do not yet understand the why.
Desire
Personal motivation to support and participate in the change.
- • Low engagement
- • Meeting non-attendance
- • Workaround use persists
- • Passive resistance
- • Manager one-on-ones
- • WIIFM messaging by stakeholder group
- • Stakeholder engagement
- • Sponsor intervention on job security
- • Resistance root-cause diagnosis
Responding to a Desire deficit with more training or more broadcast email.
Knowledge
Understanding how to change — processes, tools, behaviours.
- • Low training assessment scores
- • Help desk volume spikes
- • Repeated basic questions
- • Role-based training
- • Process walkthroughs
- • Job aids
- • Peer learning cohorts
Generic, non role-based training delivered too late to practise.
Ability
Demonstrated skill to implement the change in the real role context.
- • System error rates
- • Supervisor escalations
- • Low confidence self-reports
- • On-the-job coaching
- • Practice environments / sandbox
- • Super-user support
- • Manager coaching
- • Behavioural exemplars
Treating training completion as proof of Ability.
Reinforcement
Sustained incentives and accountability that keep the change in place.
- • Adoption decay metrics
- • Shadow system re-emergence
- • KPI regression
- • Performance management alignment
- • Recognition architecture
- • Accountability reviews with adoption dashboards
- • Old process decommissioning
Dismantling governance at go-live and calling the programme done.
Activity is not outcome
- Training completed≠Ability
- Communication sent≠Awareness
- Sponsor approval≠Sponsorship
- Go-live≠Adoption
- Adoption≠Reinforcement
- Reinforcement≠Benefits realization