Change can be simply transitional or deeply transformational. Transitional change occurs when one makes a basic adjustment from one state of being to another or basic functions are altered.
A transitional change could involve the automation of a manufacturing process that was once done by hand. On the other hand, transformational change occurs when the condition, nature, or character of something is profoundly altered.
I personally experienced a transformational change in my leadership away from a self-serving paradigm to one of servanthood several years after starting a non-profit organization. Had I embraced transitional change I would have simply changed the way I spoke to our staff in order to get them to do what I ultimately wanted. Transformational change, however, meant perceiving our staff differently. Instead of speaking to them in a gentle but manipulative way, I began to see them as partners in a shared vision who needed inspiration and encouragement to make a difference in their spheres of influence.
Here's a practical example of transitional versus transformational change in business. Let's say you want to improve your company's process of handling customer complaints. A transitional change would be introducing some new management software that allows you to respond to your clients in a more timely manner. While that change is helpful, transformational change is better in that it shifts your entire company toward a different way of doing business. You might accomplish that by building a more customer-centric organization. This could include:
- Expanding the size of your customer service team.
- Compiling a list of common complaints and training your customer service reps on how to respond to them.
- Instructing your employees on how to speak empathically and positively on the phone with irate customers.
- Learning more about your customer base by listening to their needs and changing your products and services accordingly.
