qualities of a change agent

The 21 Indispensable Qualities Of A Change Agent

Software Technology Conference STC 2002 May 2, 2002

Allen Bennett

Aerospace/Communications Division

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Who is the Change Agent?

• The leader in position to make change– shares vision– empowers a team of leaders– motivates others to accept vision as their own– learns to celebrate victories– cements change into the culture

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Objectives• Understand qualities necessary to be an

effective change agent

• Recognize these vital qualities

• Develop these qualities in yourself and others

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The Character of The Change Agent

• Just Do IT• The Right Stuff• Can Do Attitude• 20/20 Vision• Sharper Focus• Forest Gumption• Do the right thing, always

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Do You Have What It Takes?

• Do you want to explore or exploit?• Do you want to rally or rule?• Do you want to imagine or inventory?• Do you want to achieve or comply?• Do you want to give or take?

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Charisma

•Attracts people

•Focused on hearing and helping others

•Developed by caring for others

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Commitment• What will you commit to do at any cost?

• Fulfill your commitments and others will give you more responsibility.

• We may say we are committed to something, but when troubles come what do are actions say?

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• Courage is taking a risk no matter what the consequences.

• The Change agent is often called upon to do what others have failed at, could not be done, or proved to be fatal.

• Measure the risk of doing nothing, take precautions but move out.

Courage

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Communication• The effective change agent must be able to share

knowledge and ideas to transmit a sense of urgency and enthusiasm to others.

• Make the message very simple.

• Capture the minds with data, examples and experts.

• Capture the hearts with personal experience and feelings.

• Create a metaphor for the change you want to see?

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Competency“Competence is the Leader’s ability to say it, plan it, and do it in

such a way that others know that you know how- and know that they want to follow you.” John Maxwell

• Keep up on your skills - model improvement• Follow through with excellence• Accomplish more than expected• Inspire others to new levels of excellence

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Discernment• Discernment is the ability to get to the root of an

issue.

• The Change Agent will be able to see what in the organization structure, culture and norms are the obstacles to accomplishing the changes.

• Develop discernment– Look at past successes– Look at past failures– Listen to your gut

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Focus“If you chase two rabbits, both will escape”

-Unknown

• What are the really important issues to solve in the very near term?– Develop prioritized goals

• Show smaller successes.

• Ask for what you want continuously and consistently.

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Generosity• Systems are created to return knowledge to the

organization to further improvement.

• The change agent is not in it for himself.

• She looks for ways to add value to others.

• Are others improving?

• Are you sharing influence, authority, responsibility and credit?

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Initiative• Change agents get things done because

– They know what they want– They push themselves to act– They take more risks– They make more mistakes– They cut through red tape and bend the rules– They mobilize others through unusual, enterprising efforts– They pursue goals beyond what’s expected of them

• Change your mindset– do not wait for others to act– do not wait for opportunity to knock– take the first step

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Listening• The Change Agent listens to connect with people.• The Change Agent listens to learn.• Become a better listener

– Listen to the person not just the facts.– Meet on common ground, learn about them.– Schedule time for teammates, customers, mentors,

competition.– Listen to allies and resistors.

“Ask - Don’t Tell”

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Optimism

• The Change Agent persists in seeking goals despite obstacles and set backs.

• Positive attitude causes the change agent to operate from hope of success rather than fear of failure.

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Passion• The Change Agent has a fire burning inside that is

not easily quenched. The change effort is a mission not just a job.– Your desire determines destiny.– Passion increases your will power.– Passion changes you and will increase your influence

over others.– Passion makes the impossible possible.

• To increase your passion:– Take your temperature, get assessment from others.– Return to you first love.– Associate with people of passion.

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People Skills• The Change Agent can not do it alone.• The Change Agent will understand people

– what they want– what they need– how they feel

• Take Initiative to build long term relationships.

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Problem Solving• Change Agents anticipate problems.• They accept them and work to make things better.• Keep sight of the bigger picture.• Do not give up on major goals.• Find root issues.• Develop this skill by tackling problems and enlisting

help of other skilled problem solvers.

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Responsibility• Finishing with excellence.• Willing to do more.• There are no excuses.• To improve:

– Persist until the end. Think outside the circle.– Set high standards. – Get better by improving your skills with training or

mentoring.

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Security

• Insecurity in leadership– causes insecurity in others.– takes more than it gives.– limits the best people.– limits the organization.

• The secure change agent– gives power to others.– celebrates the success of others.

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Self Discipline• If you want to see change in the organization you

have to be the first person to change.– Focus on priorities.– Disciplined life-style.– Challenge your excuses.– Remove rewards until the job is done.

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Servanthood• Put others first

– The changes you want to see are not for yourself.• Initiate

– See the need, seize the opportunity without expecting reward.

• If this is a problem– Stop lording over people and start listening to your people.– Stop seeking your own way and start serving others.– Take some risks for others’ benefit.– Start with small acts.

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Teachability• The Change Agent and the organization can not

afford to stop learning.– Reaching a goal is no reason to stop growing.– How do you accept feedback?– How do you react to mistakes?

• To Improve: – Observe how you react to mistakes.– Try something new.– Learn in an area of strength.

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Vision• The Change Agent knows where the organization has

been and presents a picture of where the organization is going.

• This vision starts from within the Change Agent but attracts others because it adds value to them.

• Develop your own vision– Measure - how well are you doing? – Do others know your vision?– Can it be easily articulated?– Does it rally others to enlist?

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ResourcesThe 21 Indispensable Qualities of a Leader

– John C. Maxwell, Thomas Nelson PublishersThe Change Agent’s Handbook, A Survival Guide

For Quality Improvement Champions– David W. Hutton, ASQ Quality Press

Working With Emotional Intelligence– Daniel Goleman, Bantam Books

Enlightened Leadership– Ed Oakley and Doug Krug, Simon & Schuster

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Questions? Comments?

Allen Bennett Software Engineering Manager,ITT IndustriesAerospace/Communications Divsion1919 West Cook RoadFort Wayne, IN 46801(260)451-6947allen.bennett@.itt.com