Polarity Management

Focus Paper – Polarity Management

Madeline Vicente

Kaplan University

GB500: Managers as Leaders

Unit 5

Polarities and Polarity Management

Many people confuse or cannot identify the difference between a polarity to manage from a problem to solve. “A polarity is different from a problem. Polarities have two or more “right” answers, which are interdependent” (Ambler, 2006). A problem can be solved with one answer, such as, an employee has been given the option to relocate from New York to Pittsburgh, this problem is solved using “either/or” thinking. In the contrary, polarity is a situation, that cannot be solved, but has to be managed by using “both/and” thinking.

Polarity management is a structure for managing polarities to bring about long-term motion to continuing issues. By understanding the full picture of the pros and cons of both sides of the polarities, allows us to foresee the normal flow of energy from one side of a polarity to the other. The polarity map is a simple chart that can be used to help identify the benefits and potential downside of the options considered as well as the double nature of any polarity. The key factors in managing a polarity is to identify what the challenges are versus which are the problems to solve, become familiar with the challenging polarities, and use the polarity map to see what are the options that bring the most attention to both sides of the polarity, in a suitable way.

The current dilemma affecting customer satisfaction at the large regional health maintenance organization is influencing the overall customer service. However, the multiple polarities in this situation have to be managed by being observant to the plan that both conflicting resolving answers to the situation will get proper attention. After reviewing the most important service criteria needed to improve customer satisfaction, one of the polarities identified was to reduce cost and improve quality throughout this...