Scenario 02
Martin: "Why does he get different rules?"
Confidentiality, fairness and visible adjustments
Persona
- Name
- Martin
- Age
- 42
- Role
- Conductor
- Disclosure
- Known privately to his manager, not shared with the wider team
- Context
- Experienced on-board colleague. Good customer feedback. Strong route knowledge. Has recently agreed a small adjustment around shift handover notes and break recovery after high-pressure services.
- Record
- Reliable. Occasionally struggles after sustained passenger conflict, crowded services or short-notice changes.
Scenario
Martin has agreed with his manager that after particularly high-pressure services, he can take a short decompression period before completing non-urgent admin. He also uses written handover notes more than some colleagues. A few team members have started making comments: "Why does Martin get extra time?" "We're all under pressure." "It feels like one rule for him and another for everyone else." The manager understands the adjustment, but feels awkward explaining it without breaching confidentiality. They are worried that saying nothing will create resentment. They are also worried that saying too much will expose Martin.
What happened after
The manager's response shapes whether adjustments become normalised or become team gossip. If this is handled badly, Martin may stop using the support that helps him work well. The team may also learn that visible adjustments are open for public judgement.
Now, in your groups
Discuss in your group
- 01
What can the manager say to the wider team?
- 02
What must the manager not reveal?
- 03
How should the manager respond to gossip or resentment?
- 04
How can fairness be explained without sounding dismissive?
- 05
What wider team message would reduce this happening again?
Capture your thinking
Group output
Use this to note what your group lands on. One person can capture for the share-back, then save to send it to the facilitator review.