Gentile emphasizes the importance of normalizing values conflicts in the workplace. She argues that ethical dilemmas are not extraordinary events but rather a regular part of professional life. She explains that many people are caught off guard when they face values conflicts, perceiving them as disruptions to their “normal” work, which leads to overreaction or avoidance. Gentile suggests that by anticipating these conflicts, individuals can approach them with greater calm and competence.

The chapter discusses how viewing values conflicts as unusual or exceptional often leads to compartmentalization, where people separate their ethical responsibilities from their professional roles. This mindset makes it harder to voice values, as individuals might feel that speaking up conflicts with their professional identity. However, Gentile explains that when we accept ethical challenges as a predictable part of work, we can reduce the emotional charge and feel more equipped to handle them.

Building on this idea, Gentile refers to an example of a consultant who, after lying to avoid a conflict, realized that such dilemmas would be common in his field. By normalizing the challenge, he developed a straightforward, honest script for future situations. This approach allowed him to manage values conflicts more effectively, without emotional escalation or unnecessary strain.