“Not allowed.” “Come back tomorrow.” “Missing a copy.” Phrases like these don’t topple governments, but they ruin a lot of people’s lives. We call small powers those slices of authority spread across reception desks, counters, service windows, middle management, and committees that stamp, release, approve, or deny. It’s not the “major abuse,” but the daily friction that consumes time, patience, and money.
Where does this harm show up?
- In public services: requests without basis, deadlines no one meets, documents asked “just in case.”
- In companies: managers who withhold vacation on a whim, departments that block payments, internal policies used as shields to avoid decisions.
- In condominiums, schools, associations: confusing rules that become excuses for personal disputes.
Why does it happen?
- Insecurity of decision-makers: fear of mistakes turns into excessive caution.
- Lack of criteria: when rules are vague, the agent’s will becomes law.
- Absence of consequences: delaying or saying “no” carries no cost for the blocker.
- Status culture: confusing authority with superiority.
The invisible cost
- Lost time that could be used for study, work, or revenue.
- Inequality: those with “contacts” get things done; those without, wait.
- Demotivation: teams start working “to avoid mistakes,” not to deliver.
- Poor service: clients leave not because of price, but out of frustration.
Practical antidotes for leaders and managers
- Written and simple rules: what is needed, why, and by when. No “at your discretion.”
- Maximum response time with public tracking (dashboard, automatic email).
- Say “yes” with conditions: if it can’t be handled now, explain what’s missing and offer an alternative.
- Three questions before saying “no”:
- What real risk are we avoiding?
- Is there another way to protect against the same risk?
- What is the impact of the delay on the user?
- Real delegation: distribute decisions to avoid bottlenecks in one person.
- Escalation routes: if blocked, who does the citizen/client turn to? With clear deadlines.
- Service metrics: average response time, rework rate, satisfaction. Bonuses and recognition tied to these.
Tips for those with small powers
- Use it to unblock, not to show off.
- Explain the rule: transparency defuses conflict.
- Offer a path: “It can’t be done today because of X. Do Y and Z, and I’ll personally follow up.”
- Record decisions: protects both you and the user.
- Treat everyone equally: single queue, order of arrival, same checklist for all.
For citizens and clients
- Ask in writing for the reason behind a “no.” Many refusals vanish when they have to be put into words.
- Know your rights and obligations: reduces the margin for undue demands.
- Document interactions: dates, names, protocols. Helps in appeals and speeds up resolution.
Closing the account
Small powers can improve the world just as much as they hinder it—it depends on how they are used. Institutions get better when personal will turns into clear processes with deadlines, metrics, and exception paths. People grow when they use authority to serve, not to obstruct. Tomorrow, when faced with a stamp, passcode, or authorization, ask the right question: “How can I make this easier without compromising what’s correct?” This simple gesture is worth more than a thousand speeches.
