Polarities and Polarity Management

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Polarities and Polarity Management
Polarities and Polarity Management

GM500-01/Managers & Leaders
Professor Sparks
11/11/2011

GM500-01/Managers & Leaders
Professor Sparks
11/11/2011

Kristina Smith, GM500-01
Planning and Taking Action.

Kristina Smith, GM500-01
Planning and Taking Action.

Polarities and Polarity Management

What are Polarities? Polarities are interdependent opposites which function at its highest when both are present and balance each other (Welp). A polarity is comparable to the Asian belief of “Yin-Yang”. Like Yin-Yang, Polarities are forces of a company or departments strategy that perform best when both are practiced simultaneously. There are several common forms of polarities that can be found in a company. Critical Analysis and Encouragement or Planning and Action are just two that you can come across during your career. The way planning and action can complement each other is as such; there is a goal that needs to be reached for a sales department during the first quarter of the upcoming fiscal year, the company will plan for this goal during the third and forth quarter of the previous year and implement the plan (Action) during the first quarter of the next year. Critical Analysis and Encouragement is a little more complex then planning and Action; for example, you have a team of new trainees, as you train them you analysis their actions and critical areas instead of just telling the trainees what is wrong you explain why it is wrong and how they can go about changing this and becoming more productive (encouragement).

Polarities Management on the other hand is more complex than the Polarity factors (Yin-Yang). It is the actual management of the polarities as whole and separate factors. Polarity Management is the value of both factors and getting the best performance from both without limitations of either factor (Welp). For example; you have a customer service call center that benefits from having more people during times where there are less however the calls are not consistent enough to have staff added the simple solution would be to add additional staff and write off the cost but when the cost is higher than the profit this is not polarity management at its best. The solution would be to reroute calls evenly to the sales department so they can pick up when the peek is higher. Customer service is always higher in demand then sales in my opinion and based on my previous experience in both sales and customer service call centers,

The Polarity Map
A Polarity Map is the identification of the up and downsides of each polarity that gives the whole picture in view. Below is a Polarity Map identifying the main issue with the customer service unit within your HMO (health maintenance organization). After reviewing the comments of mediocre customer satisfaction it comes down to the planning and taking action among your team that must be addressed. UPSIDE

DOWNSIDE
PLANNING
TAKING ACTION
L+
 L-
R+ 
 R-
Specific Tasks assigned to individuals
Split Dr. Calendar evenly among staff
All clients handled with prompt care
No support from management
Tasks being left undone
No coordination
Supply staff with needs and support
Be consistent and complete all tasks
Coordinate with others
Calendars left undone
Clients being left unattended to
Not enough people available

UPSIDE
DOWNSIDE
PLANNING
TAKING ACTION
L+
 L-
R+ 
 R-
Specific Tasks assigned to individuals
Split Dr. Calendar evenly among staff
All clients handled with prompt care
No support from management
Tasks being left undone
No coordination
Supply staff with needs and support
Be consistent and complete all tasks
Coordinate with others
Calendars left undone
Clients being left unattended to
Not enough people available

Applying Polarity Management
Dealing with customer service issues is a consistent issue in any company. When you have repeated complaints from your...
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