A Synopsis Of Paradoxical Thinking And Its Utilization Within The U.S Postal Service

Running Head: A SYNOPSIS OF PARADOXICAL THINKING 1

A Synopsis Of Paradoxical Thinking And Its Utilization Within The

U.S Postal Service

Cassandra Gonzales

National University

MGT 605 – Organization Mgmt & Leadership

Professor Tony S. Robertson

October 17, 2022

A SYNOPSIS OF PARADOXICAL THINKING

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Table Of Contents

I. Introduction/ Definition 3

II. A Company That Demonstrates Paradoxical Thinking 5

III

.

Can Paradoxical Thinking be Learned 7

IV. Paradoxical Thinking, One of Eight Skills Related

to Intelligence

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V. Summary 9

VI. Bibliography 11

VII

.

Appendix A 13

VII

I.

Appendix B 14

IV. Appendix C 14


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Introduction

The test of a first rate intelligence is the ability to hold two

opposite ideas in mind at the same time and still retain the

ability to function....F.Scott Fitzgerald (Forbes.com LLC, 2014)

In order to lead, the leader learns to follow. In order to

prosper, the leader learns to live simply...All behavior consists


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of opposites...learn to see things backward, inside out, and

upside down. Lao Tzu (Jordan, DeGraaf, & DeGraaf, 2005)

F. Scott Fitzgerald and Lao Tzu summarize paradoxical

thinking nicely in these two quotes. "A paradox exists when two

seemingly inconsistent or contradictory ideas are actually both

true" (Quinn et al, 2011). Paradoxical thinking is the ability to

see beyond black and white, yes or no, situations. It is the

ability to hold two ideas that seem in contradiction to each

other, and know that they are both interrelated and will affect

one another. The world is filled with paradoxes. Paradoxes

"underpin much [with in] organizations and management ... The use

of paradox can promote divergent or oppositional thinking [and]

cultivate interest ...... business executives have noted that

organizational life is full of paradoxes ...the business

environment is characterized by growing complexity and

turbulence. [As a result] companies may succeed or fail based on

differences in their capabilities to manage paradox" (LADO, BOYD,

WRIGHT, & KROLL, 2006).


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Nothing is ever black or white. Any given situation is

affect by an array of competing factors that may seem unrelated,

but in fact do have a very real impact upon each other and the

end result. To be successful, organizations must use paradoxical

thinking to be able to address competing variables in order to

find a balance that will be effective for the given environment,

situation, and stakeholders involved. For example, leaders need

correct and current information to be able to properly gauge the

market within which they operate and to spot trends the

organization can take advantage of. However, too much information

can hinder an organizations ability to successfully adapt. This

can be caused by irrelevant or skewed information that leads to

an ineffective decision, or simply because the leader is spending

far too much time analysis the information and not enough time

taking action. Another example of a paradox is that of trying to

increase market shares and quality, yet at the same time trying

to cut costs. While at first glance, these goals may seem

contradictory, through paradoxical thinking an effective balance

can be obtained between them. Paradoxical thinking is a more


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complex model of thinking compared to the conventional way of

thinking which continues to be taught throughout schools and

universities.

The conventional way of thinking is cause-and-effect

thinking. This form of thinking is what is taught to children

from an early age. Cause-and-effect thinking dictates that A will

result in B. For example, if you touch fire, you will be burned.

However, this simplified thought process has limitations. "Cause–

effect thinking may be one of the... most destructive force we

know. There are two salient points about cause–effect

thinking ... 1. It is based in and determined by linear

[relationships] 2. It is exclusionary in its function. In order

for it to achieve some status it must exclude all other

possibilities... Cause–effect thinking must always arrive

ultimately at a conclusion...Once that happens, the door closes

on investigating other possibilities. By its very nature, then,

such thinking must exclude other possibilities as having value or

meaning" (Epstein, n.d.). Cause-and-effect thinking only

considers two variable; the cause and the subsequent effect. This


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leads to a limited perspective of the world as decision makers

only consider those variable which have a linear relationship. By

limiting the number of possibilities which are taken into

consideration, cause-and-effect thinking hinders the decision

making process, and results in a limited understanding of the

situation, its consequences and its contributing factors. In

addition, due to its limited perspective, cause-and-effect

thinking subsequently hinders mastery.

Mastery requires a deep understanding of any situation. It

requires the ability to identify the many interrelated aspects of

competing factors, and how to effectively address those

relationships in a manner that brings about balance. Paradoxical

thinking encompasses these attributes. "By generating and

accommodating multiple in equivalent descriptions, practitioners

will increase the complexity of their understanding and,

therefore, will be more likely, in logico-scientific terms, to

match the complexity of the situation they attempt to

manage ..... it offers a both/and, rather than an either/or,

orientation to the contradictions (Tsoukas & Hatch, 2001).


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Through paradoxical thinking, a broader understanding is

achieved. This results in a more comprehensive decision, leads to

increased effectiveness, and is essential for mastery.

A Company That Demonstrates Paradoxical Thinking

One organization which utilizes paradoxical thinking is the

U.S. Postal Service. "The mission of the U.S. Postal Service is

to provide the American public with trusted, affordable,

universal service" (United States Postal Service, 2014). The U.S.

Postal Service is the only carrier services that delivers to

every address in American, regardless of location, six days a

week. The U.S. Postal Services delivers to "152.9

million...delivery points nationwide" every day except Sunday,

and the market which it serves continues to grow (United States

Postal Service , 2014). The growth of the U.S Postal Service's

market is due to an increase in the U.S. population, and a growth

in home development. "Privately-owned housing completions in June

were at a seasonally adjusted annual rate of 789,000. This

is...3.4 percent ...above the June 2013 rate of 763,000" (U.S.

Department of Commerce , 2014). This 789,000 home increase,


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resulted in a 789,000 delivery point increase for the U.S. Postal

Service. However, while the market which the U.S. Postal Service

serves continues to grow, paradoxically, it has not led to an

increase in revenue for the organization. "Recent growth in the

American population and the number of delivery points has led to

a significant increase in the Postal Service’s fixed costs, while

over the last few years, volumes have taken a very visible

downward turn" (United States Postal Service, 2014). If you were

to look at the situation from a cause-and-effect perspective, you

would assume that an increase in the growth of the market served

would result in increased revenue. However, this is not the case

for the U.S. Postal Service. The U.S. Postal service is impacted

by a "Complex web of stakeholders with competing interests"

(United States Postal Service, 2013). The organization is also

affected by increasing energy costs, evolving and diverse

technologies, and the trend of moving away from traditional

letters towards electronic communication mediums. The trend of

moving away from traditional letters to electronic communication

mediums, in particular, has had a major impact upon the U.S.


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Postal Service. This trend has lead to a significant decrease in

the mail volume handled every day, as can be seen in the graph in

Appendix A. Due to this decrease in mail volume, the

organization's revenue has also significantly decreased. This

trend is illustrated in the graph in Appendix B. As a result of

these two trends, the U.S. Postal Service has had to find ways to

cut costs despite a growing market.

In order to address this paradoxical issue, the U.S. Postal

Service has been "working diligently to improve its finances by

streamlining [its] network to improve efficiency, reduce

operating costs and increase revenue" (The Associated Press,

2014). Some examples of this streamlining include: better

alignment of "network size with volumes...reduced Mail processing

facilities are being streamlined and consolidated...expand[ing

the] scope of products and services allowable...enhance mail

experience [through] digital connections to websites, social

media, [and] purchase points... Investments in advertising and

infrastructure... relocation of equipment [and] reduce hours in

13,000 post offices," among other measures (United States Postal


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Service, 2013). In order to address the issue of increasing

market size and declining revenue, the company has taken an

unconventional perspective to cutting costs. The organization has

put an emphasis on the continual and extensive streamlining of

its operations. It has implemented efficiency measures throughout

its network, and continues to improve upon them; as can be seen

by the graph in Appendix C, which illustrates the U.S. Postal

Services continual improvement upon efficiency.

Can Paradoxical Thinking be Learned

While cause-and-effect thinking is traditionally the

principal model of thinking taught throughout schools and

universities due to its simplicity and its seemingly logical

approach, paradoxical thinking can be learned. It is" possible to

change the individual's frame of reference...assuming that it is

possible to successfully unfreeze a certain way of viewing the

world by means of some form of trigger which indicated the

inadequacy and erroneousness of previous

understanding...Reframing commences with events that signals that

the present framework for understanding no longer works. This


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challenge to the present frame...unfreezes the present

understanding and initiates the process of developing a new

adequate one" (Westenholz, 1993). The events that occur which may

challenge the individual's frame of reference can come from

either internal or external sources. Once the individual's frame

of reference is challenged, it opens up the individual to look at

different approaches, take into consideration unconventional

causes, and look for the interrelated connections between the

competing factors. The ability to learn paradoxical thinking is

dependent upon the individual being open to new ideas, willing to

learn, and willing to change their perspective of the world

around them. It requires the courage to go against the status-

quo in an effort to achieve a better understanding of the issue,

which will result in a more effective solution. This process can

be difficult for some individuals. It requires reevaluating and

acknowledging that the personal perspectives the individual holds

are ineffective. Yet, if the individual is willing to do so, they

can learn and successfully utilize paradoxical thinking.

Paradoxical Thinking, One of Eight Skills Related to Intelligence


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K. R. Ravi states in his article Paradoxical Thinking,

"Paradoxical thinking is one of eight skills related to

intelligence. The others are memory, logic, judgment, perception,

intuition, reason, and imagination. [Paradoxical thinking] is

perhaps the least used of these skills, [because] it involves the

ability to reverse, manipulate, combine, [and] synthesize

opposites" (K.R.Ravi, n.d.). Paradoxical thinking goes against

conventional frames of reference, and the norms of problem

solving. From an early age people are taught that every cause has

an effect; a this-equals-that approach. However, with paradoxical

thinking many events may be effected by, or related to, many

cause; whether they appear to be related or not. Finding the

interrelatedness of seemingly opposite events can seem illogical.

"Tapping the power of paradox is difficult... because escaping

reinforcing cycles requires seemingly counterintuitive reactions.

[It] entails exploring, rather than suppressing, [in order ] to

discover a link between opposing forces [which] gives meaning to

the apparent contradiction. [This process] requires that

[individuals] learn to cope with tension. [In addition they must]


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openly and critically [examine] their polarized perceptions "

(Lewis, 2000). The process of paradoxical thinking requires

"Perception-shifting. Breaking open your narrow judgment about

the positive and negative value of your contradictory qualities"

(Jerry Fletcher, 1997). This process must be learned, may seen

irrational, and can be quite difficult, as a result paradoxical

thinking is the least used skill of intelligence.

Summary

Paradoxical thinking "is a practice that we use every

day...Nearly everyone has found it practical, powerful, and

profitable" (Jerry Fletcher, 1997). The world of business, and

the functions of leadership and management are filled with

paradoxes. Leaders need to exhibit control in order to keep the

organization moving in the right directions. Yet at the same

time, they need to have a long-term future-oriented focus in

order to plan for the future. Leaders need to focus on innovation

and adaptability in order to stay competitive. Yet, they need

high quality and efficiency now to remain profitable. Leaders

need to be leaders, guide their followers and direct them in a


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manner which is suitable for the organization. Yet at the same

time, they need to empower their followers and delegate

authority. As the example of the United States Postal Service

showed, there is also the need for organizations to cut costs

and expenses in order to be competitive, while at the same time

continuing to efficiently address the needs and concerns of a

ever growing market and evolving competitive environment.

Paradoxical thinking can be utilized to address these

competing factors. It allows for the discovery of a more

comprehensive picture of any given situation, which will result

in the creation of a more inclusive solution. "Organization and

management scholars have argued that the use of paradox can

engender understanding by enabling [leaders] to address logical

contradictions (or conundrums) ...and to identify tensions and

oppositions in order to develop more encompassing [solutions.

Paradoxical thinking] can foster self-reflexivity and promote

conversation... Thus, paradoxes may serve as useful conceptual

tools that extend our capabilities beyond the limits imposed by

formal logic (LADO, BOYD, WRIGHT, & KROLL, 2006). By learning to


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use paradoxical thinking, a leader will be able to have a broader

understand of the market in which they operate, and find a

balance among the many competing factors. Within the business

environment, these functions are essential to remain competitive,

be adaptable and flexible, ensure sustainability and profitable,

and be able to withstand the constant changes and ever evolving

complexities.


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Bibliography

Epstein, J. (n.d.). Cause and Effect Thinking. Retrieved July 30,

2014, from dr. jerry epstein: Creating Health Through Mental

Imagery: http://drjerryepstein.org/content/cause-and-effect-

thinking

Forbes.com LLC. (2014). Thoughts On The Business Of Life. Retrieved July

30, 2014, from Forbes: http://thoughts.forbes.com/thoughts/ideas-

f-scott-fitzgerald-the-test-of

Jerry Fletcher, K. O. (1997). Paradoxical Thinking. San Francisco :

Berrett - Koehler Publishers Inc.

Jordan, D. J., DeGraaf, D. G., & DeGraaf, K. H. (2005).

Programming for parks, recreation, and leisure services: a servant leadership

approach, volume 1. (2, Ed.) Pennsylvania State University.

K.R.Ravi. (n.d.). Paradoxical Thinking. Retrieved July 30, 2014, from

krravi.com: http://krravi.com/PARADOXICALTHINKING.pdf


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LADO, A. A., BOYD, N. G., WRIGHT, P., & KROLL, M. (2006). PARADOX

AND THEORIZING WITHIN THE RESOURCE-BASED VIEW. Academy of

Management Review , 31 (1), 115–131.

Lewis, M. W. (2000). Exploring Paradox: Toward A More

Comprehensive Guide. Academy of Management Review , 25 (4), 750 -

776.

Quinn et al. (2011). Becoming A Master Manager: A Competing Values

Approach (5th ed.). Hoboken, NJ: John Wiley& Sons Inc.

The Associated Press. (2014, May 9). Postal service had $1.9 billion

quarterly loss. Retrieved July 28, 2014, from USA Today:

http://www.usatoday.com/story/money/business/2014/05/09/postal-

service-had-19-billion-quarterly-loss/8894157/

Tsoukas, H., & Hatch, M. J. (2001). Complex Thinking, complex

practice: The case for a narrative approach to organizational

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http://www.census.gov/construction/nrc/pdf/newresconst.pdf


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United States Postal Service . (2014). Size and Scope . Retrieved

July 27, 2014, from United States Postal Service:

http://about.usps.com/who-we-are/postal-facts/size-scope.htm

United States Postal Service. (2014). Executive Summary . Retrieved

JULY 26, 2014, from usps.com: https://about.usps.com/universal-

postal-service/usps-uso-executive-summary.pdf

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Retrieved July 28, 2014, from United States Postal Service :

http://about.usps.com/strategic-planning/five-year-business-plan-

2012-2017.pdf

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Frame of Reference. Organization Studies , 14 (1), 37-58.


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Appendix A

The U.S. Postal Services has seen a significant decrease in

mail volume. This is due to the trend of moving away from

traditional letters as the main medium of communication to

electronic communication mediums.


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Appendix B

As a result of the decrease in mail volume, the U.S. Postal

Service has seen a decline in its revenue.


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Appendix C

Total Factor Productivity


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The U.S. Postal Service has significantly increased its

overall efficiency over the last few years. Total Factor

Productivity is "a measure of longer-term productivity trends.

[It] recognizes both mail volume and delivery points and weights

the volume of various Postal products to account for variations

in work content due to factors such as size, weight, mailer

preparation levels and mode of transportation. This allows

consistent comparisons among Postal product" (United Staes Postal

Service, 2014) Total Factor Productivity is utilized to measure

efficiency within the U.S. Postal Service.

A Synopsis Of Paradoxical Thinking And Its Utilization Within The U.S Postal Service

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