Most managers are middle managers, as we supervise people but are not at the top of a company. Middle managers encounter a ton of situations for which they have not been trained. Trust me. You think you’re prepared and then an employee presents with an unforeseeable need. 

Many situations that employees bring are difficult because there is not a procedural answer for how you should respond. Rather, you have to use a combination—the right combination—of what you know about the employee, what you know about the company policy, what you know about your departmental need, and last but not least, what you believe as a human being. 

Employees can bring you some logistics based problems like a request to start work an hour early and leave an hour early in order to accommodate child care needs. Other problems may be less straightforward like when an employee tells you that another team member is rude to her and makes working collaboratively painful. No matter what the issue, there is no handbook that spells out every situation an employee may present. 

Here are some questions to consider when assessing employee dilemmas that fall outside of your handbook.

1. Consider what you know about the employee

Is this employee trustworthy? Does she have sound judgment? If you go out of your way for her, will she cover your back too? Is she likely to be loyal to you and the company?

2. Consider what you know about the company policy

Is your employee asking you to do something against policy? Is the policy enforced? Does your company have a gray area for issues like the one she is presenting?

3. Consider what you know about your departmental need

Can your department afford you making a compromise for her? Can you accommodate her needs and keep the team running efficiently?

4. Consider what you believe as a human being

What is your gut reaction to her issue? Do you have an instinct to proceed in one direction versus another?

Give yourself time and space to reflect on each of these points. Considering the full picture of the issue and the bird’s eye view that you have on the team will help you navigate those tricky uncharted waters that employees will inevitably bring to you.