Change Management: Style versus Substance?

Style versus Substance: The question of whether success is determined by what you do, or the way that you do it. The new celebrity culture seems less about personal accomplishment and more about self promotion. For some, politics seems the same, with sound-bites and scandals occupying column inches and air-time more than policies.

How does this affect Change Management?

Transactional Change is about tangible incremental improvements; a better working environment; better tools; better training; efficient processes etc. The detail of the business which effects product quality, and which is the substance of what the organisation does.

Transformational Change is about Hearts and Minds, winning the loyalty and commitment of your stakeholders, staff and customers, which is central to the style or culture of an organisation, and how it is perceived.

Without doubt “Change is more effective when people are shown a truth that influences their feelings, than if they are given analysis to shift their thinking.” (Professor John Kotter – Harvard Business School)

The Oscar Nominated “The King’s Speech” is an example of the importance of oratory to leadership, and is unquestionably about the importance of style at a time of change.

I like Robert Dilts model

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‘I can’t do that here ~ IDENTITIY
I can’t do that here ~ BELIEF
I can’t do that here ~ CAPABILITY
I can’t do that here ~ BEHAVIOUR
I can’t do that here ~ ENVIRONMENT

This suggests that Transformational Change is top-down, beginning with the individual and ending which that individual (or group) changing the environment through changes in their belief, capability and behaviour. It could also be read to suggest that Transactional Change happens when the environment is conducive to change, new behaviours etc., which eventually transform the individual. Few would challenge that a more suitable environment and supportive behaviours make life better.

Beware, the quest for “Hearts and Minds” can be undermined if after a pep-talk about being World Class or Best of Breed your staff return to their desks to use broken computers, difficult software and unreliable printers! Words are important, but not enough.

Please use the comments box below to let me know, what you think, and how you feel about this?

Tim Rogers
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Skype - timhjrogers