The role of a change agent

What does a change agent do?

Diagnose and Define

Change agents may be tasked with looking at the current situation, uncovering what’s working or not working, defining what needs to change and developing an approach to ‘fix’ the things that could be better.

Describe and Disseminate

Once the ‘What’ has been diagnosed, change agents will play a key role in communicating what will change, how it will change and why it needs to change to the organisation. Educating and building understanding around the change within the wider team.

Detect and Defuse

They’ll play a key role in eliciting and listening to feedback, ensuring it's fed back into the change process and helping to discover and overcome potential pockets of resistance.

Develop and Deliver

Introducing new policies and process into the business and if required provide training and support to employees, helping them adjust to new ways of working and implement the change on a practical level.

Such a diverse role requires a broad set of skills and characteristics. Important soft skills required include the ability to:

• Empathise, listen and build rapport
• Communicate and influence stakeholders
• Prioritise and stay enthused and focused over potentially a long period

A good change agent is also likely to display some of the following characteristics:

• Flexibility and creativity
• Comfort with uncertainty
• Ability to ask tough questions and resolve conflict
• Experience and credibility in the business and with a good network

It’s clear that the role of a change agent is both important and difficult and not to be underestimated. A great change agent can smooth the path for change and uncover and overcome resistance that might otherwise derail your vision.