Have you ever seen a leader react to one person’s mistake by rewriting the entire rulebook?

Suddenly everyone has to follow a new process, add an extra approval step, or jump through hoops that didn’t exist yesterday. The team gets frustrated, productivity slows, and resentment grows... not because the process was broken, but because one person didn’t hold up their end.

That’s the leadership equivalent of staring at the tip of an iceberg. What you see above the surface feels like the problem, but the real mass lies hidden below. When leaders only react to what’s visible, they miss the root cause and make everyone suffer for what is often a single behavioral issue.

Avoid creating new processes instead of dealing with underperforming behaviors.

Cohesive leaders know the difference between a process problem and a people problem, and they have the courage to address what’s really below the surface.

The Iceberg Principle

The tip of an iceberg is what we see: the late report, the missed deadline, the sloppy work. But underneath lies the larger and more significant reality: a lack of accountability, unclear expectations, disengagement, or even defiance.

Leaders who focus only on what is visible spend valuable time solving the wrong problem. They patch symptoms instead of addressing causes. They change processes when they should be having conversations about non-performance.

It’s safer to tinker with systems than confront behavior, but safety doesn’t build cohesive teams.

The Cohesive Leader Response

Cohesive leaders approach these moments differently. Instead of reshaping the process, they reshape the conversation. Here’s what they do:

• See the whole picture. They pause long enough to ask: Is this really a system flaw, or is it an isolated single-person disruption?
• Address the behavior directly. They have the courage to step into a tough conversation, clarify expectations, and hold someone accountable. This is where using the S.E.E.D. framework within the Cohesive Communication program can come in handy. (Reach out to This email address is being protected from spambots. You need JavaScript enabled to view it. for more information.)
• Protect the organizational culture. They resist the temptation to burden the entire team with unnecessary rules just to avoid confrontation. Let’s face it, the team clearly knows the difference between a broken system and broken behavior.

By doing this, they send a powerful message that accountability and fairness matter, and the team’s energy won’t be wasted solving the wrong problem.

Practical Steps for Cohesive Leaders

Here’s a simple framework you can apply when faced with an “iceberg” situation:

1. Pause. Before changing a process, ask yourself: What’s really driving this issue?
2. Diagnose. Separate surface problems (the visible “ice”) from underlying behaviors (what’s hidden below).
3. Confront. Address the individual directly with clarity, empathy, and accountability.
4. Support. Provide tools, coaching, or mentorship where needed, but don’t shy away from consequences if behavior doesn’t change.
5. Preserve. Keep the process intact if it’s not broken. Don’t weigh down the many for the missteps of the few.

Leadership is often about navigating icebergs. If you only react to what's visible, you'll miss the danger below. And no leader wants their team stranded in the middle of the ocean, clinging to one door that clearly had enough room for two (yes, Rose, I'm talking about you).

Cohesive leaders don’t punish everyone for one person’s behavior. They have the courage to deal with root causes, protect their team’s trust, and preserve the culture that allows people to succeed.

Next time you’re tempted to rewrite the rulebook, ask yourself: Am I solving the real problem, or just reacting to the tip of the iceberg?

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For more insight on this topic, please refer to these blog posts:

• Six Generations Have Entered the Workforce
• The Heartbeat of a Cohesive Workplace
• No Time to Waste for Cohesive Leaders

Interested in reading more from Dr. Troy Hall? Check out my books available for purchase on Amazon.