2 Masters, 1 Manager: Competing Loyalties in Middle Management
My husband and I recently went on vacation to Yellowstone National Park, where we’d booked a group tour. At one point, the guide took a phone call from his boss and stepped away. After the call, the guide was visibly rattled. We could hear his side of the conversation, where he’d expressed that he was in the middle of the tour and would call back when we got to our lunch spot. From then, you could sense the anxiety and dread as he awaited the call-back. While the tour group enjoyed lunch, the guide stepped away. Afterward, I checked in on him. Exasperated, he explained that he had gotten in trouble for something that had happened on a previous tour which “didn’t affect the company at all, and helped give a more positive experience to a guest.” He expressed frustration at having to defend himself to someone in a corporate office across the country who had never even been to Yellowstone. He said he felt like he should be protected by his manager, but his …






