Sounds clear cut and rather obvious.
Now, when you roll this concept out into the real world of our living and breathing co-ops we need to be prepared with some forethought on an issue and this is mission critical.
When do we make an exception?
When do we give leniency to a policy or standard?
Under what circumstances and for whom?
Here comes the real world and us managers have to be ready.
How we answer these questions can make the difference between an uplifting and functioning culture of accountability/self-responsibility and one that is lurching down the road with parts falling off.
There are as many answers to these question as there are problems that we’ll face.
So there is no “just do this”, we will have to rely upon our managerial discernment and discretion.
That said, the following guidelines are worth considering:
1. Look at the impact to the co-op as a whole. Will an exception create a favorable circumstance for one individual and a negative impact to the operations of the co-op as a whole? Or is the impact neutral or possibly even favorable to all involved?
2. Does the exception help lay a pathway for the employee to return to compliance or lead them further away?
3. Assess impact to the culture. Today’s exceptions become tomorrow’s expectations which in turn becomes the culture. Ongoing, how many exceptions can be made before it becomes enculturated? The more we take into consideration exceptions, the more we will be asked to. Sometimes holding the firm line, albeit uncomfortable, is what the situation calls for.
4. Do we have a clear and reasonable rationale that can be explained, if needed to other staff members, why this exception is being made to this one person and not to others?
5. Was the exception to the policy requested beforehand by an employee or after a policy violation has already happened…that is important to consider. Also, does this person often push the boundary line or hardly if ever?
6. Confer with other managers, don’t decide exceptions in a vacuum. Remember, all managers need to be on the same page…discuss it as much as you can. Depending on the exception it may be a GM, HR, or Store Manager that has the final say, and then we support it.
Everything has to have some give and take, or else over-rigidity will eventually crack and crumble.
Our policies and standards are no exception.
And at the same time, we will want to remember that we’re not heartless robots when we fulfill our utmost responsibility to uphold what is needed in order to carry out the co-op’s goals and mission.
Exceptions to policies test our managerial finesse and grow our wisdom.
So, get ready because more wisdom is coming our way.