Are You Struggling to Navigate Competing Demands in Business and Life?
Feeling torn between conflicting priorities is a common challenge. But what if there was a way to embrace both sides and find creative solutions?
This revival episode of Doing CX Right provides ACTIONABLE tactics to transform how you approach complex decisions. It’s not just about thinking differently – it’s about DOING things differently to drive real results.
Stacy Sherman knows firsthand how difficult it can be to balance competing demands. That’s why she invited an expert to share game-changing strategies you can start applying today.
In this episode, Host Stacy Sherman and guest Wendy Smith, Professor at the University of Delaware, explore the power of “both/and thinking” to make more impactful decisions in a world of competing demands.
Key Questions Discussed:
1. What exactly is “both/and thinking” and how does it differ from traditional approaches?
2. How can leaders apply this mindset to navigate complex business challenges?
3. What are practical ways to shift from “either/or” to “both/and” thinking?
4. How does this approach impact team dynamics and organizational culture?
5. What are the benefits of embracing paradox and tension rather than trying to eliminate it?
Important Insights Shared
– Doing CX Right means embracing complexity and finding creative ways to meet multiple needs simultaneously
– Tensions and competing demands are not problems to be solved, but opportunities for innovation
– Shifting from “either/or” to “both/and” thinking opens up new possibilities and solutions
– Leaders can create cultures that value diverse perspectives and creative conflict
– Comfort with discomfort is key to thriving amidst uncertainty and change
Key Topics Discussed
– The limitations of traditional “either/or” decision-making
– How to reframe dilemmas as paradoxes with synergistic potential
– Practical strategies for “tightrope walking” between competing demands
– The role of language and metaphor in shaping organizational mindsets
– Applying “both/and thinking” to work-life balance challenges
Practical Takeaways
– Change the questions you ask to invite more creative solutions
– Look for synergies and connections between seemingly opposing ideas
– Practice “consistent inconsistency” by making micro-shifts between priorities
– Create a culture that surfaces and leverages tensions productively
– Develop comfort with uncertainty and discomfort to unlock innovation
Companies Mentioned and Why:
– IBM: Example of navigating innovation vs. existing business tensions
– Unilever: Case study in balancing profit and social/environmental impact
Leadership Advice
– Actively surface tensions in your organization rather than avoiding them
– Model openness to diverse perspectives and creative conflict
– Use language and metaphors that reinforce “both/and” thinking
– Create psychological safety for people to voice opposing viewpoints
Looking Ahead: Industry Predictions
– Increased need for leaders skilled in paradoxical thinking
– Growing emphasis on stakeholder capitalism balancing multiple priorities
– Rise of adaptive, flexible organizational structures
– More focus on developing individual and collective paradox mindsets
This episode will transform how you approach complex decisions and competing demands. Don’t miss these actionable insights to take your leadership and problem-solving to the next level.
Press Play To WATCH On Youtube
About Wendy Smith:
Both/And Thinking: Embracing Conflict For Better Decision Making
Wendy K. Smith is the Dana J. Johnson Professor of Management and faculty director of the Women’s Leadership Initiative at the Lerner College of Business and Economics, University of Delaware. She earned her PhD in organizational behavior at Harvard Business School, where she began her intensive research on strategic paradoxes—how leaders and senior teams effectively respond to contradictory, yet interdependent demands. Working with executives and scholars globally, she received the Web of Science Highly Cited Research Award (2019, 2020 and 2021) for being among the 1 percent most-cited researchers in her field and received the Decade Award (2021) from the Academy of Management Review for the most cited paper in the past 10 years. Her work has been published in such journals as Academy of Management Journal, Administrative Science Quarterly, Harvard Business Review, Organization Science, and Management Science. She integrates her research into her book Both/And Thinking: Embracing Creative Tensions to Solve Your Toughest Problems. She has taught at the University of Delaware, Harvard University, and the University of Pennsylvania–Wharton while helping senior leaders and middle managers all over the world address issues of interpersonal dynamics, team performance, organizational change, and innovation. Wendy lives in Philadelphia with her husband, three children, and the family dog.
About Stacy Sherman:
Stacy Sherman is a professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.
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