Recently I heard a sermon regarding the idea of relationships being more important than rituals in a church setting. It got me thinking about the balance of relationships and rituals at the workplace. As a manager, I am responsible for ensuring adherence to rituals. For the purposes of this article we will define rituals as policies, directives, and mandates. The things that keep facilities operating and people safe…the rule of law, if you will. You see, rituals have a place regardless of the negative connotation sometimes associated with them. Roll call, counting, searching, marching, lines, steps, keys, swipes, shifts, uniforms, use of force… the list goes on.
So where does relationship play into this? How do these two dimensions work together and/or against each other in the daily activities of correctional facilities? I would argue that in corrections and maybe even beyond, these two principles tend to be routinely at war with one another. A constant teeter-totter with the weight of specific circumstances sitting on each side. We know that following policies and directives and all the other things listed above matter. They are tools to reduce liability, maintain order, and rehabilitate the incarcerated. We certainly cannot function without them or anarchy would ensue. Relationship is often downplayed in the hierarchical and high-pressure environments of corrections.
I propose the optimal balance comes with how we motivate people to embrace rituals in a way that promotes healthy workplace culture, reduces toxic culture, and increases resilience and retention of high-quality employees. That is done through relationship. How do I motivate someone to buy into why it would benefit them to follow directives without cutting corners? Relationship. Knowing who your staff are—as employees and outside the walls, and approaching them while mindful of these facts. What is happening in their lives? Who supports them at home? What life experiences might shape how they handle situations? How many shifts of overtime have they worked? What are their weaknesses, and do they acknowledge them? What is their level of self-awareness?
The only way to answer any of these questions is through relationship. Well, you might be able to through gossip as well, but that isn’t the recommended path if you are trying to create the supportive correctional environment that retains the right people….
Supervisors face challenges when they consistently place an emphasis on either relationship over ritual or ritual over relationship. The two of these concepts must move fluidly, and there must be filters and guidelines for when one is needed over the other. When there is a chronic imbalance, the result can damage relationship or ritual, resulting in staff morale being decreased or liability for the agency being increased. Either way, both are negative outcomes.
So, as a supervisor, ask yourself when you encounter challenging situations with your staff: “Which hat do I need to put on at this time? Is this a relationship moment or a ritual moment, or both?” Remember, you can and should always choose both, in different proportions and to differing degrees depending on the situation.
