Resistance Mapping Canvas

Understanding What We're Protecting and Why: A Framework for Navigating Organizational Change

Resistance Mapping Canvas

Project/Initiative:

What We're Protecting

Core values, assets, relationships, or systems that people fear losing

Who's Resisting

Key stakeholder groups

Why They Resist

Underlying fears and concerns

Resistance Signals

Observable behaviors

Resistance Strength

Power and influence level

Hidden Values

Positive intentions behind resistance

Bridge Opportunities

Potential win-win scenarios

Engagement Strategy

Specific actions to address concerns

Success Metrics

How we'll measure progress

How to Use the Resistance Mapping Canvas

Purpose

The Resistance Mapping Canvas helps teams understand organizational resistance not as obstruction, but as protection. By identifying what people are trying to preserve, we can design changes that honor legitimate concerns while moving forward.

Step-by-Step Instructions

  1. Gather Your Team — Include diverse perspectives: change leaders, resistant stakeholders, and neutral observers.
  2. Start with "What We're Protecting" — This is the heart of the canvas. List everything people might fear losing.
  3. Identify Stakeholder Groups — Be specific about who's showing resistance.
  4. Explore the "Why" — Go beyond surface objections to underlying fears.
  5. Document Observable Behaviors — Note how resistance actually shows up.
  6. Assess Influence Levels — Understand the power dynamics at play.
  7. Find the Hidden Values — Every resistance contains something worth preserving.
  8. Design Bridge Strategies — Create approaches that honor what matters.
  9. Define Clear Actions — Specify exactly what you'll do differently.
  10. Set Measurable Goals — Know how you'll track progress.

💡 Pro Tips

  • Use sticky notes for initial brainstorming, then transfer to canvas
  • Interview resistant stakeholders before the session for deeper insights
  • Revisit the canvas weekly during change initiatives
  • Share completed canvas with stakeholders to build trust

Example: Digital Transformation at Regional Bank

Initiative: Implementing AI-powered customer service system

🛡 What We're Protecting
  • Personal relationships with long-term customers
  • Job security for 50+ customer service representatives
  • Reputation for personalized, human service
  • Institutional knowledge built over decades
👥 Who's Resisting
  • Customer service team leaders
  • Long-tenured branch managers
  • Union representatives
  • Some board members who value tradition
❓ Why They Resist
  • Fear of job losses and reduced team sizes
  • Concern about losing customer trust
  • Worry that AI can't handle complex, emotional situations
  • Fear of becoming irrelevant or "outdated"
📊 Resistance Signals
  • Slow adoption of training programs
  • Spreading negative stories about AI failures
  • Continuing old processes alongside new system
  • Increased sick days and turnover
💪 Resistance Strength

HIGH — Service team has strong union backing and deep customer relationships. Branch managers have board influence.

💎 Hidden Values
  • Commitment to customer care quality
  • Pride in institutional expertise
  • Desire to maintain human connection in banking
  • Protection of vulnerable customers who need extra help
🌉 Bridge Opportunities
  • Position AI as tool to enhance human service, not replace it
  • Create "AI + Human Expert" service tier for complex cases
  • Make service reps the trainers/supervisors of AI
  • Guarantee no layoffs, focus on upskilling
🎯 Engagement Strategy
  • Weekly "AI Success Stories" from service team members
  • Create Service Excellence Council with resistant leaders
  • Pilot program in one branch with volunteer champions
  • Public commitment to enhance, not replace, human service
📈 Success Metrics
  • Service rep satisfaction scores increase 20%
  • Voluntary AI tool usage reaches 80% within 3 months
  • Customer satisfaction maintains or improves
  • Zero involuntary departures during transition

Facilitator's Guide

Pre-Session Preparation

  • Research: Review project documents, past resistance patterns, stakeholder maps
  • Interviews: Conduct 3-5 confidential interviews with resistant stakeholders
  • Materials: Print canvases, prepare sticky notes, markers, timer
  • Room Setup: Large wall space, round tables for 4-6 people, quiet environment

Session Structure (2 hours)

  1. Opening (15 min)
    • Frame resistance as protection, not obstruction
    • Share success story of honoring resistance
    • Set psychological safety ground rules
  2. Individual Reflection (10 min)
    • Silent brainstorming on "What are we protecting?"
    • Write on sticky notes privately
  3. Small Group Mapping (45 min)
    • Share and cluster protection themes
    • Complete canvas sections 1-5 together
    • Focus on understanding, not judging
  4. Reframe Break (10 min)
    • Physical movement to shift energy
    • Transition from problem to opportunity
  5. Solution Design (30 min)
    • Complete sections 6-9 with creative mindset
    • Focus on "How might we..." questions
    • Generate multiple options before choosing
  6. Action Planning (10 min)
    • Assign owners to each strategy
    • Set first steps and deadlines
    • Schedule follow-up session

Facilitation Techniques

Managing Dynamics

  • For Denial: "What would someone who IS resistant say they're protecting?"
  • For Blame: "Let's focus on understanding rather than fault-finding"
  • For Overwhelm: "Which protection is most critical to address first?"
  • For Cynicism: "What small win would begin to shift perceptions?"

Powerful Questions to Ask

  • "What would be lost forever if this change happens as planned?"
  • "What wisdom does this resistance contain?"
  • "How is this resistance actually helping us?"
  • "What would need to be true for resistance to disappear?"
  • "How can we make this change while honoring what matters most?"

Post-Session Actions

  1. Digitize and share canvas within 24 hours
  2. Schedule 1-on-1s with key resistant stakeholders
  3. Create communication plan based on insights
  4. Integrate findings into change strategy
  5. Plan follow-up session in 2-3 weeks

⚠️ Common Pitfalls to Avoid

  • Rushing to solutions before fully understanding protections
  • Dismissing "irrational" fears — all fears have logic
  • Making promises you can't keep about job security
  • Using canvas as weapon to "overcome" resistance
  • Forgetting to follow up on commitments made