As leaders, how we respond to workplace issues, especially those involving people, can shape the culture of our teams more than the issues themselves. While formal processes have their place, the best leaders know that resolution often begins with a conversation.
This article explores why managers and senior leaders should prioritise informal resolution first, and how escalating too soon can undermine trust, culture and outcomes.
Why Informal Resolution Works
Workplaces are human systems. They run on relationships, trust and communication. When a manager chooses to address an issue through a direct, respectful conversation, they’re not just solving a problem, they’re reinforcing a culture of openness and psychological safety.
Simon Sinek puts it simply:
“Leadership is not about being in charge. Leadership is about taking care of those in your charge.”
That care often starts with listening. Not documenting. Not investigating. Just listening.
When leaders approach issues informally, they create space for:
- Understanding before judgment
- Empathy before escalation
- Dialogue before documentation
This doesn’t mean avoiding accountability. It means choosing the most human path to resolution first.
The Cost of Escalating Too Soon
Formal processes are necessary in some cases, especially where risk, repeated behaviour or legal obligations are involved. But when used prematurely, they can have unintended consequences:
1. Trust erosion:
Ken Blanchard reminds us:
“Leadership is not something you do to people. It’s something you do with people.”
Escalating too soon can feel like something being done to someone, rather than with them.
2. Culture drift:
Patrick Lencioni, known for his work on team dynamics, warns:
“If you could get all the people in an organisation rowing in the same direction, you could dominate any industry.”
But rowing together requires trust. Over-formalising can fracture alignment and create silos.
3. Missed growth opportunities:
Brené Brown, a champion of vulnerability in leadership, says:
“Clear is kind. Unclear is unkind.”
A direct conversation is often the clearest—and kindest—way to address an issue. Formality can obscure the real message.
4. Resource drain:
Formal processes consume time, energy and attention. They often involve multiple stakeholders, documentation and procedural steps. If a conversation could resolve the issue, why spend the extra resources?
What Great Leaders Do Differently
Senior leaders set the tone. When they model informal resolution, they empower others to do the same. Here’s how to lead the way:
1. Start with curiosity.
Ask questions before making assumptions.
“Most misunderstandings could be avoided if people would simply take the time to ask, ‘What else could this mean?’” – Shannon L. Alder
2. Coach your managers.
Equip them with the skills and confidence to have difficult conversations. Don’t just train them on policy, help them develop people skills.
3. Encourage pause before escalation.
Create a culture where the first question is: “Has this been discussed with them directly?” If not, that’s the next step.
4. Recognise informal wins.
Celebrate when issues are resolved through dialogue. Make it clear that informal resolution is not just acceptable, it’s preferred.
5. Lead with empathy and clarity.
Brené Brown reminds us:
“Vulnerability is the birthplace of innovation, creativity and change.”
When leaders show vulnerability by admitting uncertainty, asking questions, or inviting feedback, they create space for resolution.
When Formality Is the Right Call
Not every issue can be resolved informally. Serious misconduct, repeated patterns or legal risks require formal action. The key is discernment.
Ask yourself:
- Is this a misunderstanding or a breach?
- Has informal resolution been attempted?
- Is there a risk to safety, wellbeing or compliance?
If the answer points to risk or repetition, formality may be necessary. But even then, it should be handled with empathy and clarity.
Final Thought
Simon Sinek says:
“The responsibility of leadership is not to come up with all the ideas but to create an environment in which great ideas can thrive.”
That environment starts with trust. And trust starts with conversation.
So next time a people issue arises, resist the urge to escalate. Sit down. Ask questions. Listen. You might be surprised how much resolution lives in the space between two people talking.
Let’s chat. Reach out to The Workplace Coach today and explore how coaching can elevate your own leadership style and help you be even more effective in your role.
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