he Polarization Problem: How to Dislodge and
Move Forward When Decision Makers Are at a Stalemate
The rapid-fire pace of business today means companies must make big, bold strategic decisions quickly, fearlessly, and often. When teams are polarized, this can't happen. Amanda Setili explains how stalemates cripple your company and offers six steps for reaching a breakthrough.
Atlanta, GA (December 2017)—Polarization is a common problem for companies trying to make smart and agile strategic decisions. (Hint: That should be all companies.) When people band together with likeminded teammates, it's human nature for them to get more and more entrenched in their mindset. The result is two opposing camps, each seeking a decision that's more extreme than the original ideas of individual team members. This is a predictable outcome of group decision making dynamics. Unfortunately, says Amanda Setili, it can be a highly destructive one.
"What often happens in group decision making is that two extreme options rise to the top," says Setili, author of Fearless Growth: The New Rules to Stay Competitive, Foster Innovation, and Dominate Your Markets (Career Press, 2017, ISBN: 978-1-632-65107-5, $17.99). "The decision is forced into a 'yes or no' framework, and alternate options—which many team members might actually prefer—are left off the table. Because neither camp will give an inch, the CEO may have to step in and make the final call.
"The end result is a decision not many people really like, a CEO who blames the team for indecisiveness, and behind-the-scenes grumbling that the CEO is playing favorites or behaving like a dictator," she adds. "In situations like this, no one wins."
Consider this typical example:
Jill, president of a company that had created a new "smart home" thermostat, was at a crossroads. Over the past year, her company had conducted tests, in three geographic markets, of a direct-to-consumer sales approach. The tests showed that given sufficient investment, her company could supplement its current sales to DIY retailers and local heating and air conditioning (HVAC) companies by selling direct to homeowners. Now was the time to expand the program nationally, but the team had reached a stalemate over whether this investment was wise.
Members of the team fell into two camps, each side adamant about its position.
The "go" camp felt that selling direct to consumers was essential in order for the company to reach its growth goals. They asserted that there were vast numbers of homeowners who would purchase and install their own smart thermostats if they understood how easy it could be and were provided with clear instructions.
The "no-go" camp felt that selling direct to consumers would kill the company. "It's too risky," they said. "If we go direct, DIY retailers and HVAC services companies will drop us as a supplier—they'd rather carry a product that they alone can supply." The "no-go" camp also feared that the company didn't have the skills or deep pockets needed to be successful in the direct-to-consumer business. "Companies that are good at direct-to-consumer marketing are experts in search engine marketing and content marketing. They know how to reach the consumers who are in the market for their products. We don't have those skills, and we could spend a fortune trying to build this business and still fail."
Jill's team had been wrestling with this go/no-go decision for over six months, with zero progress. Each camp had dug deep trenches, accumulating more evidence that their point of view was correct. Jill saw risks on both sides, but knew that whatever path forward the company chose, gaining the full commitment of her team—the leaders of sales, marketing, manufacturing, finance, human resources, and legal—was crucial for success.
So, what happens next? Ideally, says Setili, in a stalemate situation like this, the leader should take six key actions:
1. Set clear objectives. As a first step to resolving the impasse, Jill got her team together to agree on objectives. After a full afternoon of healthy debate, the team agreed that within two years, it was essential—a "must have"—to achieve 20 percent market share. The "nice to haves" included retaining at least the current level of sales with the DIY retailers and HVAC services companies, and maintaining at least 10 percent net profits.
2. Develop several alternatives. A week later, Jill's group gathered again to discuss alternative approaches to meeting their agreed-upon objectives. Members of both camps were surprised at the breadth of options the team identified. Over the past several months, each side had become so entrenched in its own point of view, they had not realized how much middle ground existed. After several hours of brainstorming and heated discussion, the group had developed four distinct alternatives for how to proceed, which varied in terms of the partners they would enlist, the way they would engage the HVAC services companies, and how the company would manage logistics to supply each local market.
3. Address each camp's specific concerns. As you are evaluating the pros and cons of each strategic alternative that you are considering, it's crucial to address each side's concerns. Jill asked a lot of questions and paid attention to both the facts and the emotions each team member expressed.
For example, Steve, the head of sales, had spent years building relationships with the leading HVAC service companies in each local market and with retailers. These people were not only business partners, they were friends. He felt strongly that if the company was to sell direct to consumers, it must find a way to partner with these sales channels to make them successful. Chris, who ran manufacturing and logistics, was most concerned about how the company would manage the thousands of individual shipments to consumers. Dana, who managed marketing, wanted a commitment from the board that the marketing budget would be maintained at robust levels, even if it took many months for direct-to-consumer sales to take off.
Jill made sure that any plan the team came up with addressed concerns such as those Steve, Chris, and Dana expressed.
4. Choose a path forward, then adjust course as you gain knowledge. The most common cause of stalemates is uncertainty about what the future will bring. And the best way to get facts to address these unknowns is to test the waters. Jill's team decided to collaborate with several HVAC services companies, to experiment with different ways of enlisting them as partners. Stocking local inventory, performing particularly tricky installations, and taking tech support calls were among the ways that HVAC services companies could potentially contribute. The "no-go" camp was surprised to learn that the HVAC suppliers actually liked Jill's company's new direct-to-consumer approach, because it enabled them to attract new customers for profitable maintenance contracts.
5. Manage the risks as you implement. Jill assigned one person on her team to manage each of the risks related to the direct-to-consumer approach. For example, Steve, the head of sales, worked with HVAC services companies to make sure their needs were met. Chris was in charge of managing inventory and shipments, and was measured on customer-service metrics related to delivery. Dana embarked on a process to build the brand online and was held accountable for marketing metrics, such as marketing cost per completed direct-to-consumer sale. Because each risk was explicitly managed, the team was able to press forward with tremendous speed and coordination.
6. Recognize both small and large wins on the path to success. As you pursue a new strategic path, it's essential to recognize and celebrate small wins. Jill made sure to celebrate even the small signs of progress each week, such as upticks in direct-to-consumer sales or favorable reviews online. This kept the energy high and helped the team to stay cohesive as they navigated the bumps on the road to success.
Whatever you do, don't let the polarization problem stop your company from pursuing bold growth strategies, warns Setili.
"In our age of disruption, you must be agile and courageous," she says. "Letting fear and indecision slow you down is a huge mistake. In fact, it can be your death knell. Today's business climate rewards fast innovation and adaptability. And leaders who understand how to unleash employee creativity and build a culture of trust can help teams break stalemates and move ahead fearlessly."
# # #
About the Author:
Amanda Setili, author of Fearless Growth: The New Rules to Stay Competitive, Foster Innovation, and Dominate Your Markets, is president of strategy consulting firm Setili & Associates. An internationally acclaimed expert on strategic agility®, she gives her clients—including Coca-Cola, Delta Air Lines, The Home Depot, UPS, and Walmart—unbiased and laser-clear advice on how to respond quickly and intelligently to a changing marketplace.
A past employee of McKinsey & Company and Kimberly-Clark, Setili served as an executive with successful disruptive technology startups in the U.S. and Malaysia. She is a graduate of Vanderbilt University and Harvard Business School and has taught as an adjunct professor at Emory's Goizueta Business School. To learn more, please visit www.setiliconsulting.com.
About the Book:
Fearless Growth: The New Rules to Stay Competitive, Foster Innovation, and Dominate Your Markets (Career Press, 2017, ISBN: 978-1-632-65107-5, $17.99) is available at bookstores nationwide and from major online booksellers.
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Think outside the gift box: Donate blood and give more life
(Dec. 4, 2017) — The best gifts can’t be bought in a store. The American Red Cross urges eligible donors to give more life by giving blood this December.
Alison Wissen knows the power of blood donations. She received 22 units of blood products after experiencing complications during childbirth. “I truly owe my life to blood donors,” she said. “Even the skilled hands of my surgeons could not have saved me without the blood.” Because of blood and platelet donors, Wissen will celebrate the holidays with her three children and husband.
In December, donations decline but the needs of patients remain steady. During the holiday season, set aside an hour to give the most important gift – give blood and give more life. To encourage donations, all those who come to give blood or platelets Dec. 21, 2017, through Jan. 7, 2018, will receive a long-sleeved Red Cross T-shirt, while supplies last.
Make an appointment to give blood by downloading the free Red Cross Blood Donor App, visiting redcrossblood.org or calling 1-800-RED CROSS (1-800-733-2767).
Upcoming blood donation opportunities Dec. 16-31
Bountiful
12/18/2017: 1 p.m. - 6 p.m., LDS Chapel, 750 East 640 South
12/26/2017: 2:30 p.m. - 8 p.m., Bountiful Utah Heights Stake, 720 East 550 North
Centerville
12/15/2017: 2 p.m. - 7 p.m., The Bridge Community Church, 260 East Pages Lane
Clearfield
12/15/2017: 3 p.m. - 8 p.m., Clearfield Utah Stake, 935 South State Street
Kaysville
12/29/2017: 3 p.m. - 8 p.m., Kaysville Utah Haight Creek Stake, 1520 South Fox Pointe Dr
Layton
12/15/2017: 7:45 a.m. - 3 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/16/2017: 7:45 a.m. - 3 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/18/2017: 11:45 a.m. - 7 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/19/2017: 11:45 a.m. - 7 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/20/2017: 11:45 a.m. - 6:45 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/21/2017: 10:45 a.m. - 5:45 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/22/2017: 7:45 a.m. - 7 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/23/2017: 7:45 a.m. - 3 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/26/2017: 11:45 a.m. - 7 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/27/2017: 11:45 a.m. - 6:45 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/28/2017: 10:45 a.m. - 5:45 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/29/2017: 7:45 a.m. - 3 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
12/30/2017: 7:45 a.m. - 3 p.m., Layton Blood Donation Center, 852 W. Hill Field Road, Suite F
Cottonwood
12/30/2017: 9 a.m. - 2 p.m., Cottonwood Heights Recreation Center, 7500 South 2700 East
Draper
12/15/2017: 10 a.m. - 3 p.m., Ralph L. Wadsworth Construction Company, 166 E 14000 S, Suite 200
12/28/2017: 2 p.m. - 7 p.m., Draper Utah South Mountain Stake - Traverse Point Building, 272 E Traverse Point Dr
Herriman
12/20/2017: 10 a.m. - 3 p.m., Herriman City, 5355 W Herriman Main St.
12/26/2017: 11 a.m. - 4 p.m., JL Sorenson Recreation Center, 5350 West Herriman Main Street
Magna
12/27/2017: 2:30 p.m. - 8 p.m., Veterans of Foreign Wars/ Magna 7398 Chapter, 9057 West 2700 South
Midvale
12/21/2017: 12:30 p.m. - 4:30 p.m., WEX Bank, 7090 South Union Park Center, Suite 350
12/21/2017: 1 p.m. - 5 p.m., All Pro Services, 7747 Allen St.
12/26/2017: 10:30 a.m. - 2:30 p.m., Walmart, 7205 South Union Park Avenue
12/29/2017: 11 a.m. - 4 p.m., Chick-fil-A, Midvale, 1088 Fort Union Blvd.
Murray
12/16/2017: 9 a.m. - 2 p.m., Murray Park, 202 East Murray Park Avenue
Riverton
12/15/2017: 10 a.m. - 3 p.m., Riverton Hospital, 3741 West 12600 South
Salt Lake City
12/15/2017: 8:15 a.m. - 3:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/15/2017: 9 a.m. - 2 p.m., Ken Garff Corporate Office, 742 South West Temple
12/15/2017: 1:30 p.m. - 5:30 p.m., Millcreek Community Center, 2266 East 3435 South (Evergreen Avenue)
12/16/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/17/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/18/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/18/2017: 9:30 a.m. - 2 p.m., AMES(Academy for Math, Engineering & Science), 1300 East 5715 South
12/18/2017: 1 p.m. - 6 p.m., Nicholas and Company, 5520 W. Harold Gatty Drive
12/19/2017: 6 a.m. - 11:45 a.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/19/2017: 8 a.m. - 1 p.m., American Red Cross Donor Center, 6616 S. 900 E.
12/19/2017: 12 p.m. - 6 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/19/2017: 1 p.m. - 6 p.m., American Red Cross Donor Center, 6616 S. 900 E.
12/20/2017: 10:30 a.m. - 4:30 p.m., St. Marks Hospital, 1200 East 3900 South, South Parking Lot
12/20/2017: 12:30 p.m. - 7:45 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/20/2017: 2 p.m. - 7 p.m., City Academy Charter School, 555 East 200 South
12/21/2017: 11:15 a.m. - 6:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/21/2017: 12:30 p.m. - 4:30 p.m., St. Marks Hospital, 1200 East 3900 South
12/22/2017: 8:15 a.m. - 3:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/22/2017: 10:30 a.m. - 4:30 p.m., St. Marks Hospital, 1200 East 3900 South
12/23/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/24/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/26/2017: 11 a.m. - 4 p.m., Salt Lake City Public Library, 210 East 400 South
12/26/2017: 12 p.m. - 5 p.m., Kearns Utah South Stake, 5905 S. 4000 W.
12/26/2017: 12:30 p.m. - 7:45 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/27/2017: 12 p.m. - 4 p.m., Sam's Club, 1905 300 West
12/27/2017: 12:30 p.m. - 7:45 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/27/2017: 3 p.m. - 7:15 p.m., Murray City Library, 166 East 5300 South
12/28/2017: 11:15 a.m. - 6:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/28/2017: 3 p.m. - 8 p.m., Salt Lake Butler West Stake, 1845 East 7200 South
12/28/2017: 3 p.m. - 8 p.m., Salt Lake Bonneville Stake, 1535 Bonneview Drive
12/29/2017: 8:15 a.m. - 3:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/30/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
12/30/2017: 9 a.m. - 2 p.m., Salt Lake Valley View Stake, 2245 East 3900 South
12/30/2017: 9 a.m. - 2 p.m., Salt Lake Holladay YSA Stake, 4032 South 2300 East
12/30/2017: 10 a.m. - 2:15 p.m., Chick-fil-A Murray, 5175 South State Street
12/31/2017: 7:15 a.m. - 2:30 p.m., Salt Lake City Blood Donation Center, 6616 South 900 East
Sandy
12/17/2017: 9 a.m. - 3 p.m., Grace Community Bible Church, 11592 S 1300 E
12/21/2017: 1 p.m. - 6 p.m., Cedarwood at Sandy, 10970 S 700 E
12/28/2017: 3 p.m. - 8 p.m., Gyrfalcon building, 2126 East Gyrfalcon Drive, (10000 South)
Taylorsville
12/26/2017: 12 p.m. - 5 p.m., Taylorsville Utah Central Stake - Holiday Blood Drive, 4950 S. 1950 W.
West Jordan
12/20/2017: 10 a.m. - 2 p.m., Interstate Brick, 9780 South 5200 West
West Jordan
12/26/2017: 9 a.m. - 2 p.m., Walmart, 7671 South 3800 W
West Valley City
12/18/2017: 9 a.m. - 1:30 p.m., Hunter High School, 4200 South 5600 West
12/21/2017: 3 p.m. - 8 p.m., Granger North Stake, 3175 South 3450 West
12/22/2017: 12 p.m. - 7 p.m., Taylorsville Utah North Central Stake, 2976 Winchester Drive
12/27/2017: 9 a.m. - 1:15 p.m., Pioneer Valley Hospital, 3460 South Pioneer Parkway
Alpine
12/28/2017: 2 p.m. - 8 p.m., Alpine North Stake, 1125 East Alpine Blvd
American Fork
12/16/2017: 8 a.m. - 2 p.m., American Fork Utah Hillcrest Stake, 1120 North 150 West
12/29/2017: 9 a.m. - 3 p.m., American Fork Hospital, 170 North 1100 East
Eagle Mountain
12/22/2017: 2 p.m. - 8 p.m., Eagle Mountain Utah Silver Lake Stake, 4506 E Pony Express Pkwy
12/29/2017: 8:30 a.m. - 12:30 p.m., City Center, 1650 E. Stagecoach Run
Lindon
12/23/2017: 8 a.m. - 2 p.m., Lindon Utah Stake, 1100 East 200 South
Orem
12/15/2017: 8:15 a.m. - 3:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/16/2017: 7:15 a.m. - 2:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/18/2017: 7:15 a.m. - 2:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/19/2017: 12:15 p.m. - 7:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/20/2017: 12:15 p.m. - 7:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/20/2017: 2 p.m. - 8 p.m., Orem Utah Young Single Adult 2nd Stake, 824 West 800 South
12/21/2017: 11:15 a.m. - 6:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/22/2017: 8:15 a.m. - 3:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/23/2017: 7:15 a.m. - 2:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/26/2017: 12:15 p.m. - 7:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/27/2017: 12:15 p.m. - 7:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/28/2017: 11:15 a.m. - 6:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/29/2017: 8:15 a.m. - 3:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/29/2017: 12 p.m. - 6 p.m., Ready Gunner, 1066 S. State Street
12/29/2017: 1:30 p.m. - 7:30 p.m., Orem Utah Vineyard Stake, 422 E. Holdaway Drive
12/30/2017: 7:15 a.m. - 2:30 p.m., Orem Blood Donation Center, 384 East University Parkway
12/30/2017: 8 a.m. - 2 p.m., Orem Utah Geneva Heights Stake, 546 N. 500 W.
12/30/2017: 8 a.m. - 2 p.m., Orem Utah Cherryhill Stake, 135 East 2000 South
Provo
12/15/2017: 9 a.m. - 1:15 p.m., Aveda Institute, 210 N. University Ave
12/15/2017: 9 a.m. - 2 p.m., Independence High School, 636 N. Independence Ave. (1800 W.)
12/22/2017: 9 a.m. - 3 p.m., Provo Utah Young Single Adult 8th Stake, 106 CANC Helaman halls Drive, BYU Campus
Provo
12/22/2017: 10 a.m. - 4 p.m., Provo Courtyard by Marriott, 1600 North Freedom Blvd.
Provo
12/27/2017: 10 a.m. - 4 p.m., Provo Utah Edgemont North Stake, 345 East 4525 North
12/29/2017: 10:30 a.m. - 4 p.m., Nu Skin Distribution, 275 East 1325 South
Salem
12/23/2017: 9 a.m. - 2 p.m., Salem Stake, 470 East Salem Canal Road
Spanish Fork
12/15/2017: 9 a.m. - 3 p.m., Landmark High School, 612 South Main Street
12/18/2017: 2 p.m. - 8 p.m., Spanish Fork Canyon Ridge Stake, 1911 East 1850 South
Ogden
12/22/2017: 8:30 a.m. - 1 p.m., McKay Dee Hospital Center, 4401 South Harrison Blvd.
12/22/2017: 2 p.m. - 6 p.m., Kubex Fitness - Ogden, 1186 E. 4600 s.
12/28/2017: 11 a.m. - 4 p.m., Teleperformance Ogden, 2261 Grant Ave
12/29/2017: 2 p.m. - 6:30 p.m., St. James Catholic Church Gym, 495 North Harrision Blvd.
Riverdale
12/29/2017: 10 a.m. - 2 p.m., Riverdale Community Center, 4360 South Parker Drive
South Weber
12/21/2017: 2:30 p.m. - 8 p.m., Cedar Building South Weber Stake, 1814 East 7775 South
West Haven
12/28/2017: 2 p.m. - 8 p.m., Regal Country Building, 3939 West 4000 South
How to donate blood
Simply download the American Red Cross Blood Donor App, visit redcrossblood.org or call 1-800-RED CROSS (1-800-733-2767) to make an appointment or for more information. All blood types are needed to ensure a reliable supply for patients. A blood donor card or driver’s license or two other forms of identification are required at check-in. Individuals who are 17 years of age in most states (16 with parental consent where allowed by state law), weigh at least 110 pounds and are in generally good health may be eligible to donate blood. High school students and other donors 18 years of age and younger also have to meet certain height and weight requirements.
Blood and platelet donors can save time at their next donation by using RapidPass® to complete their pre-donation reading and health history questionnaire online, on the day of their donation, from a computer or mobile device. To get started and learn more, visit redcrossblood.org/RapidPass and follow the instructions on the site.
About the American Red Cross
The American Red Cross shelters, feeds and provides emotional support to victims of disasters; supplies about 40 percent of the nation’s blood; teaches skills that save lives; provides international humanitarian aid; and supports military members and their families. The Red Cross is a not-for-profit organization that depends on volunteers and the generosity of the American public to perform its mission. For more information, please visit redcross.org or cruzrojaamericana.org, or visit us on Twitter at @RedCross.
