Today, I was reading Tim Elmore’s “A New Kind of Diversity”. In Chapter 10, he presents a compelling case study that challenges conventional thinking on management conflict, and by extending, making difficult choices.
Maggie, the general manager of a restaurant, finds herself at odds with Antonio, one of her top team members, over the restaurant’s no-tattoo policy. To Antonio, a Gen Z individual, having a tattoo is his personal choice, but to Maggie, as the management, it is a matter of rules and fairness.
Initially, the situation appears to offer only two stark options: either Maggie enforces the policy and risks alienating Antonio, or she compromises the company’s values by allowing Antonio to keep his tattoo. This binary view creates a sense of deadlock, leaving Maggie feeling trapped with no viable solution.
And now, if you want the complete story I strongly recommend that you read the book yourself. But what I want to highlight here, is what I was feeling and thinking as I read and the story unfolded.
As I follow the plot, I also see this as an either-or scenario, a binary choice, and no way out. Maggie is faced with the decision to either to meet Antonio’s “demand” to keep the tattoo, thereby risking accusations of favouritism, or she must adhere to company policy and terminate Antonio’s employment. My emtions are stirred as I firmly believe the “right” course of action to do is to adhere the company policy! I find myself struck in the binary nature of the decision, unable to rise above its limitations and explore alternative paths.
But as I read forward, the ending of the story caught me off guard. And this reminds me, once again, I failed to practise what I preach to my team.
Often, we find ourselves facing situations with a range of options, each carrying its own mix of advantages and drawbacks. While anyone can make a choice from these options, it’s the person who can innovate and implement a fresh yet better approach that transcends the initial choices who truly stands out as the most valuable team member.
In my opinion, the essential strategy to devise a fresh yet better approach lies in persistently delving deeper, probing the underlying rationales behind the options until we reach a consensus on the core beliefs. This enables us to refine the superficial rules or options while remaining true to the core belief, ultimately leading us to the “better” solution.
As the story unfolded, Maggie took the initiative to meet with Antonio, offering a handshake as a gesture of mutual respect. Maggie devised a “game plan” that surpassed the surface-level company policy of no-tattoo, or Antonio’s demand on personal freedom regarding his tattoo. Central to this plan was Maggie’s innovative proposal that Antonio wear clothing to conceal his tattoo during work shifts.
Maggie’s adept handling of the situation earned her admiration and respect not only from Antonio but also from her entire team and upper management. More importantly, she achieved this without compromising her core values.
Indeed, unlike myself, Maggie possesses the ability to delve deeper, probing the underlying rationales behind her own beliefs and those of Antonio. This enabled her to devise a solution that transcends superficial rules and demands, ultimately leading to a mutually acceptable resolution.