A participant in a recent workshop brought up a question that deserves consideration in any organization: How do employees know which rules are rigid and which can be bent?
The ones that are rigid are easier to predict, but those that are subject to "prosecutorial discretion" deserve guidance from management. In most cases, that guidance is not given formally but instead indirectly and over time. The rookies learn from mistakes or from veterans which rules or standards can be ignored and which ones must never be ignored.
This is not a minor issue since it goes to the core of the job and the amount of bend may not be obvious. Mastering the answer is often a key to success.
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