Comprehensive and Detailed Step-by-Step Explanation:

This question focuses on the certainty domain within David Rock’s SCARF framework. Certainty

relates to an individual’s need for predictability and clarity in their environment. When staff face

ambiguity or potential disruption, addressing concerns quickly and transparently helps restore

certainty.

1. Why Certainty is Important

Certainty provides stability and allows individuals to plan and operate without stress caused by

ambiguity or unpredictability.

In the context of the office move, Selco staff were concerned about their desk allocations, specifically

access to natural light, which introduced uncertainty.

2. Why the Leadership Team’s Actions Address Certainty

By promptly holding a workshop to address the issue, the leadership team acted transparently and

showed responsiveness.

Allocating the problematic desks as hot-desks ensures that no one is permanently affected, thus

providing a solution that reduces ambiguity and restores a sense of predictability.

This aligns with the SCARF framework’s principle that certainty is rewarded by prompt and open

resolution of concerns.

3. Analysis of Each Option

Option A: No, because a change solution needs to be permanent to achieve ‘certainty.’

While permanent solutions can provide certainty, the key here is the prompt and transparent

resolution of staff concerns, which addresses the immediate need for certainty. A permanent

solution is not always required.

Eliminate.

Option B: No, because the resolution of the issue should be delegated to those affected.

Delegating resolution to staff is not necessary to address certainty. What matters is that the

leadership team resolved the issue quickly and transparently.

Eliminate.

Option C: Yes, because loss of ‘certainty’ mostly affects those at lower organizational levels.

While uncertainty can indeed affect individuals at all levels, especially lower levels, the answer does

not fully explain why the leadership’s actions are appropriate for addressing certainty.

Eliminate.

Option D: Yes, because ‘certainty’ is rewarded when issues can be resolved promptly and openly.

Correct. Certainty is reinforced when concerns are addressed promptly and in an open manner. The

workshop provided transparency and resolved the ambiguity around desk allocations.

Correct Answer.

4. Practical Implications

For change management, addressing concerns quickly and clearly shows responsiveness, which can

reduce resistance to change and foster trust.

Resolving ambiguity, as the relocation team did, minimizes the disruption caused by the perceived

lack of certainty.

5. Reference to SCARF Framework

Certainty: Certainty is about predictability and reducing ambiguity in the environment. Prompt and

transparent actions help restore this domain and motivate individuals.