The document discusses the role of change agents and the characteristics and steps they should employ to successfully implement change. It defines a change agent as someone who can affect how an organization responds to change. Effective change agents have good communication and leadership skills, motivate others, and are confident in their ability to implement change. Key steps change agents should take include identifying and managing stakeholders, setting clear objectives, planning the change process, and recognizing and planning for potential resistance. The document will be used to write a chapter critically analyzing the characteristics of an effective change agent.

1. The Role of the ChangeThe Role of the Change
AgentAgent
Dissertation NM 6068Dissertation NM 6068
Clinical Change ProposalClinical Change Proposal
Tracy Culkin 2008/2009Tracy Culkin 2008/2009

2. Learning OutcomesLearning Outcomes
 By the end of the session you shouldBy the end of the session you should
be able to:be able to:
 Give a definition of what a ChangeGive a definition of what a Change
Agent isAgent is
 Be able to discuss the characteristicsBe able to discuss the characteristics
required to be a successful Changerequired to be a successful Change
AgentAgent
 Be able to discuss the procedural stepsBe able to discuss the procedural steps
a change agent may adopt to reducea change agent may adopt to reduce
uncertainty the change may cause; anduncertainty the change may cause; and
to realise a successful changeto realise a successful change

3.  The term ‘Change Agent’ hasThe term ‘Change Agent’ has
become widely used to describebecome widely used to describe
people who are able to be agentspeople who are able to be agents
of change in their workplaces.of change in their workplaces.
(Martin 2003, p67)(Martin 2003, p67)

4.  ‘‘Change agency’ refers to the ability of a manager orChange agency’ refers to the ability of a manager or
other agent of change to affect the way an organisationother agent of change to affect the way an organisation
responds to change’responds to change’
(Hayes, 2007, p 37)(Hayes, 2007, p 37)

5. Other terms also used for people who areOther terms also used for people who are
responsible and accountable forresponsible and accountable for
implementing Changeimplementing Change
 FacilitatorsFacilitators
 Project ManagersProject Managers
 Problem ownersProblem owners
 Agents of ChangeAgents of Change

6. Activity:1Activity:1
 1. Spend no longer than1. Spend no longer than
5 minutes thinking about5 minutes thinking about
the following:the following:
 Who springs to mind (not inWho springs to mind (not in
your work environment), whoyour work environment), who
has brought about ahas brought about a
successful changesuccessful change
 What characteristics do theyWhat characteristics do they
possess that singles them outpossess that singles them out
as an effective change agentas an effective change agent
 Feedback to the rest of theFeedback to the rest of the
groupgroup

7. Activity:2Activity:2
 2. Spend no longer than 52. Spend no longer than 5
minutes thinking aboutminutes thinking about
the following:the following:
 Who springs to mind in yourWho springs to mind in your
working environment, who hasworking environment, who has
brought about a successfulbrought about a successful
changechange
 What characteristics do theyWhat characteristics do they
possess that singles them outpossess that singles them out
as an effective change agentas an effective change agent
 Feedback to the rest of theFeedback to the rest of the
groupgroup

8. Characteristics of aCharacteristics of a
Change AgentChange Agent
 Good communication skillsGood communication skills
 The ability to encourage participation andThe ability to encourage participation and
involvement of those whom the change affectsinvolvement of those whom the change affects
 The ability to minimise fears by stimulatingThe ability to minimise fears by stimulating
interest and commitment, therefore reducinginterest and commitment, therefore reducing
opposition (Buchanan & Huczynski, 2006)opposition (Buchanan & Huczynski, 2006)
 To act proactivelyTo act proactively
 Good negotiation skillsGood negotiation skills
 Be an effective leaderBe an effective leader

9. Characteristics of aCharacteristics of a
Change AgentChange Agent
 The ability to motivate othersThe ability to motivate others
 To have the ability to manageTo have the ability to manage
othersothers
 Ultimately, they must beUltimately, they must be
confident in their own abilityconfident in their own ability
to implement the changeto implement the change

10. Steps to aid the Change AgentSteps to aid the Change Agent
(Boddy & Buchanan, 1992 cited by Paton & McCalman, 2008 p 55)(Boddy & Buchanan, 1992 cited by Paton & McCalman, 2008 p 55)
 ‘‘Identify and manage stakeholders ‘(gainsIdentify and manage stakeholders ‘(gains
visible commitment)visible commitment)
 ‘‘Objectives’ (clear, concise andObjectives’ (clear, concise and
understandable)understandable)
 ‘‘Set a full agenda’ (take a holistic view andSet a full agenda’ (take a holistic view and
highlight potential difficulties)highlight potential difficulties)
 ‘‘Build appropriate control systems’Build appropriate control systems’
(communication is a two-way process,(communication is a two-way process,
feedback is required)feedback is required)

11. Steps to aid the Change AgentSteps to aid the Change Agent
(Boddy & Buchanan, 1992 cited by Paton & McCalman, 2008 p 55)(Boddy & Buchanan, 1992 cited by Paton & McCalman, 2008 p 55)
 ‘‘Plan the process of change’ – payPlan the process of change’ – pay
attention to:attention to:
Establishing roles – clarity ofEstablishing roles – clarity of
purposepurpose
Building a team – do not leave it toBuilding a team – do not leave it to
chancechance
Nurturing coalitions of support –Nurturing coalitions of support –
fight apathy and resistancefight apathy and resistance
Communicating relentlessly –Communicating relentlessly –
manage the processmanage the process
Recognizing power – make theRecognizing power – make the
best of supporting power basesbest of supporting power bases
Handing over – ensure that theHanding over – ensure that the
change is maintainedchange is maintained

12. The Change Agent is going to leadThe Change Agent is going to lead
the Changethe Change

13.  As a Change Agent you need to consider which leadership style you areAs a Change Agent you need to consider which leadership style you are
going to adoptgoing to adopt

‘‘Laissez-faireLaissez-faire

Directive/AutocraticDirective/Autocratic

Participative/Democratic’Participative/Democratic’ (Lewin et al, 1939 cited by Barr, J; & Dowding, L. 2008,(Lewin et al, 1939 cited by Barr, J; & Dowding, L. 2008,
p17)p17)

‘‘CoerciveCoercive

AuthoritativeAuthoritative

AffiliativeAffiliative

DemocraticDemocratic

PacesettingPacesetting

Coaching’Coaching’ (NPQH, 2005 cited by Barr, J; & Dowding, L. 2008, p 17)(NPQH, 2005 cited by Barr, J; & Dowding, L. 2008, p 17)

14. Plan for and Recognise ResistancePlan for and Recognise Resistance
 Utilise the followingUtilise the following --
 Forcefield AnalysisForcefield Analysis
 SWOT AnalysisSWOT Analysis
 Charting the Critical MassCharting the Critical Mass

15. Chapter 2 of the DissertationChapter 2 of the Dissertation
 A critical analysis of the characteristics of an effectiveA critical analysis of the characteristics of an effective
change agent is required as part of this chapter.change agent is required as part of this chapter.

16. ReferencesReferences
Barr, J; & Dowding, L. (2008)Barr, J; & Dowding, L. (2008) Leadership in Healthcare.Leadership in Healthcare. London: Sage PublicationsLondon: Sage Publications
Hayes, J. (2007)Hayes, J. (2007) The Theory and Practice of Change Management.The Theory and Practice of Change Management. (2(2ndnd
ed.). Basingstoke:ed.). Basingstoke:
Palgrave MacmillanPalgrave Macmillan
Paton, R.A; & McCalman, J. (2008) Change ManagementPaton, R.A; & McCalman, J. (2008) Change Management A Guide to EffectiveA Guide to Effective
Implementation.Implementation. (3(3rdrd
ed.). London: Sage Publicationsed.). London: Sage Publications