Everything here is free. The tools follow the four systems and five phases in Making It Land, and each reference (for example S1P2-3: System 1, Phase 2, tool 3) matches the book. Jump to a system:
1. Staff Appraisals 2. Employee Engagement 3. Customer Journey Mapping 4. Short-Term Incentives
Videos and podcasts
A brief explanation of the Action-Response Principle
The Action-Response Principle Deep Dive Podcast
Free ebooks
What Happens Next
An introduction to the Action-Response Principle, showing that value is not created by what you deliver, but by the response it produces, because outcomes live in experience, not intent.
Why Most Change Doesn’t Last
A short executive primer on why well-designed change initiatives fade over time, and how organisational learning through response decides whether change becomes durable or provisional.
System 1: Modernising the Staff Appraisal System
Five phases · 20 tools · 20 ready to download
Phase 1: Discovery & Assessment
S1P1-1
ARP Diagnostic Template
Scores current appraisal system across Action, Response and Value indicators
S1P1-2
Stakeholder Mapping Matrix
Visualises support, resistance, and neutrality by role and influence
S1P1-3
Interview Guide (Appendix)
Standardised questions for eliciting pain points, trust levels, and behavioural insights
S1P1-4
Gap Heatmap
RAG-style visual map of where current appraisal structures create friction or fail to land
Phase 2: Design & Planning
S1P2-1
ARP-Aligned Scorecard
Clarifies what “good” looks like for Action and Response across role types
S1P2-2
360° Feedback Form (Draft)
Prototype survey mapped to ARP behaviours: influence, clarity, collaboration, trust (Chapter 4)
S1P2-3
Conversation Framework
Talking structure for value-based performance conversations (Chapter 1)
S1P2-4
Pilot Readiness Checklist
Ensures systems, tools, and stakeholders are ready for real-world use
Phase 3: Pilot & Launch
S1P3-1
Pilot Feedback Form
Short survey capturing staff response to fairness, clarity, usefulness, and trust (Chapter 2)
S1P3-2
Issue Tracker
Logs blockers, confusion points, and emergent risks during pilot cycle
S1P3-3
Training Slide Deck
Manager-facing training on ARP lens, value conversation structure, and scoring logic (Chapter 1)
S1P3-4
Process Flow Diagram
Visual of self-assessment, 360°, manager review, and value conversation (Chapter 1)
Phase 4: Embed & Operationalise
S1P4-1
Training Completion Tracker
Live dashboard showing completion by role, region, and department
S1P4-3
Live Support Channel Plan
Framework for real-time help: chat, drop-ins, local go-to leads
S1P4-4
Success Dashboard (V1)
Snapshot of process activity, perceived fairness, and feedback quality (Chapter 2)
Phase 5: Evaluate & Improve
S1P5-1
Post-Implementation Survey Template
Measures perceived fairness, usefulness, growth impact, and overall trust (Chapter 2)
S1P5-2
Improvement Tracker
Consolidates change requests, pain points, and pilot feedback into action priorities
S1P5-3
Value Dashboard (ARP View)
Plots Action × Response outcomes to visualise how well the system is landing (Chapter 2)
S1P5-4
Governance Charter
Defines roles, ownership, escalation process, and the annual review loop (Chapter 5)
System 2: Elevating Employee Engagement Through ARP
Five phases · 20 tools · 16 ready to download
Phase 1: Discovery & Assessment
S2P1-1
Engagement Experience Map
Visual map of key moments in employee engagement and the leadership actions that triggered them
S2P1-2
ARP Engagement Diagnostic
Structured assessment of current practice alignment with Action–Response principles
S2P1-3
Survey Response Tracker
Historical analysis of survey participation, sentiment, and follow-through
S2P1-4
Stakeholder Mapping Grid
Heatmap of influence, support, and potential resistance by team or leader cohort
Phase 2: Design & Planning
S2P2-1
Pulse Survey Template
Concise, repeatable 6–8 question format tied to high-impact drivers (e.g., recognition, clarity, psychological safety)
Coming soon
S2P2-2
Feedback Loop Flowchart
End-to-end visual of what happens after results are in, from sharing to debrief to action tracking
Coming soon
S2P2-3
Team Discussion Guide
Step-by-step guide to help managers run inclusive, psychologically safe team conversations
Coming soon
S2P2-4
Engagement Action Tracker
Simple tool to log commitments and track follow-through over time
Coming soon
Phase 3: Pilot & Launch
S2P3-1
Pilot Manager Feedback Form
Captures first-hand input on ease of use, survey rollout, and debrief dynamics
S2P3-2
Engagement Loop Dashboard (Pilot)
Tracks survey timing, completion rates, and discussion follow-through
S2P3-3
Issue Log
Real-time capture of technical glitches, process friction, and behavioural blockers
S2P3-4
Manager Confidence Heatmap
Visual snapshot of where leaders feel confident and where support is still required
Phase 4: Embed & Operationalise
S2P4-1
Engagement Cycle Tracker
Visual workflow that tracks each team’s position in the pulse–discuss–act–track loop
S2P4-2
Manager Enablement Pack
Slide decks, quick-reference guides, and escalation channels for real-time manager support
S2P4-3
Quick Wins Catalogue
Curated list of low-effort, high-visibility responses to common survey feedback
S2P4-4
Cycle Health Dashboard
Aggregated view of participation, adoption, and perceived value across business units
Phase 5: Evaluate & Improve
S2P5-1
Engagement Value Dashboard
ARP-style overlay of actions taken vs. perceived response across teams and time
S2P5-2
Iteration Tracker
Record of requested improvements, changes made, and their resulting impact
S2P5-3
Pulse Cycle Debrief Template
Simple tool for teams to reflect on how well the engagement cycle worked and what needs refinement
S2P5-4
Continuous Improvement Charter
Governance tool that defines how feedback will be reviewed, integrated, and sustained over time
System 3: Customer Journey Mapping (ARP-CJM)
Five phases · 25 tools · 25 ready to download
Phase 1: Discovery & Assessment
S3P1-1
ARP-CJM Canvas
Combines internal process map with customer touchpoints, expected emotions, and attunement scoring areas.
S3P1-2
Touchpoint Feedback Grid
Lists each moment, its emotional stakes, the type of feedback required, and its intended use.
S3P1-3
Ownership Alignment Template
A visual map resolving dual claims, shared ambiguity, or unowned zones in the journey.
S3P1-4
“Voice of the Customer” Loop Builder
Outlines how response data will be gathered, interpreted, and actioned, not just archived.
S3P1-5
Design Review Pack
Slide deck and summary for internal approval and pre-pilot engagement.
Phase 2: Design & Planning
S3P2-1
Design Co-Workshops
Bring teams together to co-create the map. Build ownership through authorship. This isn’t a handover; it’s a shared product.
S3P2-2
Narrative Testing
Share the evolving journey design with frontline staff. Ask: “Does this feel real to you?” Gather language, emotion, and insight.
S3P2-3
Visibility of Contribution
Acknowledge contributors by name in pilot materials and sign-off decks. Visibility breeds belief.
S3P2-4
Create Language Hooks
Start seeding language like “attunement,” “response gap,” and “touchpoint resonance”, terms that reinforce mindset before the system launches.
S3P2-5
Pre-Pilot Briefings
Hold small-group sessions to explain what’s coming, how feedback will be used, and what success looks like. Equip teams for belief, not just participation.
Phase 3: Pilot & Launch
S3P3-1
Pilot Monitoring Framework
Tracks how each touchpoint performs against its expected emotion and owner.
S3P3-2
Attunement Heatmap
Visually shows where Action × Response scores diverge: the “misfire zones.”
S3P3-3
Mini-Survey Templates
Micro-feedback forms triggered by key moments (e.g., “Was this what you expected?”).
S3P3-4
Response Adjustment Tracker
Logs how internal teams respond to real-time feedback.
S3P3-5
Pilot Retrospective Template
Structured debrief format for staff and managers post-pilot.
Phase 4: Embed & Operationalise
S3P4-1
Weekly Touchpoint Tracker
Shows changes in attunement scores and where friction is building or receding.
S3P4-2
Team Huddle Talking Points
One-slide prompts for managers: “Here’s what landed this week, and what didn’t.”
S3P4-3
Feedback Loop Visualiser
A diagram showing how response data flows, who owns it, and how decisions are made.
S3P4-4
Journey Snapshot Reports
Monthly snapshots of customer perception across key stages, distributed to all teams.
S3P4-5
CJM Ownership Matrix (v2)
Updated version post-pilot to reflect learnings, role clarity, and escalation responsibilities.
Phase 5: Evaluate & Improve
S3P5-1
Post-Implementation Survey
Measures both customer perception and internal trust in the new journey system.
S3P5-2
“You Said, We Did” Board
Side-by-side display of feedback received and action taken, digital or physical.
S3P5-3
Journey Update Log
Documents every change made since pilot and its measured or anecdotal impact.
S3P5-4
Trust & Belief Index
Internal sentiment tracker showing how staff perceive the system’s fairness and responsiveness.
S3P5-5
Governance Review Charter
Outlines how the CJM system will be reviewed quarterly, governed, and improved year on year.
System 4: Short-Term Incentives (STI)
Five phases · 25 tools · 5 ready to download
Phase 1: Discovery & Assessment
S4P1-1
Incentive Dissection Grid
Breaks down bonus inputs by function, ownership, and customer visibility
S4P1-2
Reward vs. Reality Overlay
Visually maps where current bonuses contradict customer outcomes
S4P1-3
Legacy Bonus Analysis Template
Tracks past payouts against OTIF, VoC, and churn indicators
S4P1-4
Ownership Diagnostic Matrix
Identifies which teams are responsible for value delivery, and whether they’re rewarded for it
S4P1-5
STI Trust Pulse Survey
Measures belief in fairness, influence, and transparency across the workforce
Phase 2: Design & Planning
S4P2-1
Value Score Calculator
Simulates different combinations of OTIF and VoC to test score logic and fairness
Coming soon
S4P2-2
Threshold Definition Matrix
Breaks down tiering logic (e.g. 65 = unlock, 75 = uplift, <50 = exclusion)
Coming soon
S4P2-3
VoC Weighting Grid
Sets scoring priority based on recency, volume, severity, and attribution
Coming soon
S4P2-4
STI Rules Reference Guide
Single-source summary of all inclusion/exclusion logic for scoring
Coming soon
S4P2-5
Board Presentation Template
Visual storytelling tool for executive and governance sign-off
Coming soon
Phase 3: Pilot & Launch
S4P3-1
Shadow Scorecard Template
Shows simulated OVS based on actual OTIF and VoC data, with breakdowns and attribution
Coming soon
S4P3-2
Pilot Pack Slide Deck
Used to onboard pilot participants and explain scoring, rules, and purpose
Coming soon
S4P3-3
Scoring Friction Log
Used by managers to track anomalies, misinterpretations, or disputes during pilot
Coming soon
S4P3-4
Pilot Debrief Survey
Collects emotional and operational responses to the pilot experience
Coming soon
S4P3-5
STI Simulation Dashboard
Manual or digital interface showing team and org-level OVS trends during pilot period
Coming soon
Phase 4: Embed & Operationalise
S4P4-1
Live Score Interface
Integrated or standalone dashboard showing team-level OTIF, VoC, and OVS
Coming soon
S4P4-2
Manager Coaching Guide
Helps leaders translate scores into actionable conversations
Coming soon
S4P4-3
Quarterly Scoreboard Template
One-page visual for performance reviews and team discussions
Coming soon
S4P4-4
STI Adoption Heatmap
Tracks which departments are actively engaging with the system
Coming soon
S4P4-5
Communications Playbook
Message templates, reminders, and score explainer language for leaders
Coming soon
Phase 5: Evaluate & Improve
S4P5-1
STI Impact Dashboard
Visual summary of changes in OTIF, VoC, and behavioural engagement since launch
Coming soon
S4P5-2
Governance Audit Checklist
Ensures rules were applied consistently and exceptions were managed transparently
Coming soon
S4P5-3
Belief Pulse Survey
Measures perceived fairness, motivation, and value alignment post-rollout
Coming soon
S4P5-4
Year-End Reflection Canvas
Used by departments to summarise learning and recommend improvements
Coming soon
S4P5-5
Quarterly Improvement Loop Template
Tool to embed evaluation into future STI rhythm
Coming soon
