This presentation was delivered for the Care Quality Commission on 1st December 2022

1. to make a
difference
Zoe Lord - Deputy Director, NHS Horizons - @ZoeLord1
Using our

2. 2
@ZoeLord1

3. What is a change agent?
Change Agent… Someone who is using
their power to make a positive difference.
It’s about pushing the boundaries of what is
possible, mobilising others and making change
happen more quickly.
@ZoeLord1

4. We need change agents to illuminate the
way!
We need more people willing to step outside of expectations
because our world is changing exponentially, and if all we do is meet
expectations and the status quo - we will fall behind as
organisations, as teams, and as societies.
David Bray
@ZoeLord1

5. 5 reasons why everyone in CQC needs to be a
change agent…
1. The CQC regulates the quality and safety of care – it exists to create positive change in the
system
2. CQC needs to role model change and improvement: we can’t ask all the organisations that
we regulate to change, if we can’t or don’t do it ourselves
3. You can only create change across a whole organisation if you do it “with” people not “to”
or “for” people
4. If CQC is doing change “with” its people, everyone needs to be a change agent
5. When everyone feels like they have the power to change things, this
adds to improved wellbeing at work and a positive culture.
@ZoeLord1

7. COP27 - Convention on Climate Change

8. Greta Thunberg - No one is too small to make a difference

9. The Network Secrets of Great Change Agents
As a change agent, my centrality in the informal network
is more important than my position in the formal hierarchy
Julie Battilana &Tiziana Casciaro
@ZoeLord1 Battilana_Casciaro_The network secrets of great change agents_HBR.pdf (aalto.fi)

10. What’s the evidence?
The failure of transformational change projects
is rarely due to the content or structure of the
plans that are put into action
To make transformational change happen
we need to connect networks of people
who ‘want’ to contribute
(99) Dr. David Dinwoodie | LinkedIn
Source: David Dinwoodie (2015)
It’s much more about the role of informal
networks in the organisations and systems
affected by change
@ZoeLord1

12. We need to be boatrockers!
Source: Debra Meyerson
• Rock the boat but manage to stay in it
• Walk the fine line between difference
and fit, inside and outside
• Conform AND rebel
• Capable of working with others to
create success NOT perceived by
others as a destructive troublemaker
@ZoeLord1

13. Source: adapted from Rebels at Work

14. Source: adapted from Rebels at Work

15. Change is inherently relational
@ZoeLord1
Source of image: Greg Satell

16. Framing messages
@ZoeLord1 Chapter-8-Ganz-Lin1.pdf (usmblogs.com)

17. Connect with purpose & start with the Why
@ZoeLord1
Simon Sinek's "Start With Why"
https://www.ted.com/talks/simon_sinek_how
_great_leaders_inspire_action/transcript -

18. “A cynic, after all, is a
passionate person who
does not want to be
disappointed again.”
Source of graphic: Benjamin Zander’s TED talk - Benjamin Zander | Speaker | TED

19. Mark Jaben on the science behind resistance
But what we do do
What NOT to do
Engage
people here
@ZoeLord1

20. Mark Jaben on the science behind resistance
Instead of buyers (who “buy-in”), we need investors
What NOT to do
Engage
people here
What TO do
Engage
people here
@ZoeLord1

21. Change is inherently relational
@ZoeLord1
Gain credibility, trust and respect
Find your flock
Frame your messages
Connect with purpose

22. @ZoeLord1

23. Top tips for having a go!
1. Tune into the type of power you and colleagues are using – new, old or a little bit of both!
2. Connect with others and find your flock – remember you can’t be a change agent on your
own!
3. Work on positive relationships with others
4. Frame your ideas - Connect with the ‘why’ and your shared purpose
5. Rock the boat but don’t fall out of it! You have a voice and power - use it to be the change
you'd like to see in the world.
@ZoeLord1

24. @ZoeLord1

25. Zoe Lord - Deputy Director, NHS Horizons
@ZoeLord1 zoelord@nhs.net