You can’t put it in a contract. You can’t track it in a spreadsheet. And you certainly can’t force it.

But you know it when you see it.

It’s the person who speaks up with a solution after the meeting has ended.

The one who jumps in to help a teammate without being asked.

The quiet contributor who notices a customer issue and fixes it before it ever becomes a problem.

That’s discretionary goodwill. And it’s the most valuable force in any team. But most leaders don’t know how to unlock it.

You Can’t Demand Discretionary Effort, But You Can Unlock It

There’s a kind of magic that happens in high-performing teams. It’s not written into job descriptions. It doesn’t show up on the org chart. And no system or tool can force it.

It’s when someone stays late, not because they have to, but because they care.

It’s when a quiet team member spots a risk before it becomes a problem and fixes it without being told. It’s when people jump in, take ownership, and think ahead, even when no one’s looking.

That’s discretionary goodwill. And it’s the real engine behind sustained team performance.

The question is: Are you creating the conditions for it?

What Is Discretionary Goodwill?

Discretionary goodwill is the extra energy, thought, and care people give when they’re truly engaged.

It’s not part of the contract. It’s not part of their KPIs. But it’s what separates a competent team from an exceptional one.

Most performance rating systems already acknowledge this, without naming it.

Think about it: when a manager marks someone as “exceeds expectations,” what are they really saying?

They’re saying, This person takes initiative. They think beyond their role. They add value without being asked.

They’re engaged.

Not because they’ve been told to be. But because the environment makes it natural for them to be.

You Can’t Force It, But You Can Foster It

Here’s what I’ve learned coaching tech leaders and engineering managers:

Most teams are full of smart, capable people. But not all teams tap into that discretionary zone.

Why?

Because the environment isn’t safe. The expectations aren’t clear. And the leadership isn’t consistent.

When people feel like their voice doesn’t matter – or that stepping up might get them in trouble – they stop offering their best. They play it safe. They stay in their lane.

But when they feel included, trusted, and supported? That’s when the switch flips.

What Unlocks Discretionary Effort?

Here’s what I’ve seen consistently:

✅ Clarity

People need to know what success looks like beyond the job description. What does “above expectations” actually mean here?

✅ Recognition

When people do go the extra mile, it needs to be noticed, specifically and meaningfully.

✅ Psychological Safety

If speaking up gets you ignored or punished, you won’t speak up again. But if your idea is heard – even if it’s not used – you’ll try again.

✅ Personal Growth

People invest more when they feel like the organization is investing in them. Learning, feedback, stretch assignments, these things matter.

✅ Belonging

When people feel like they’re part of something meaningful, they naturally give more of themselves to it.

What Shuts It Down?

The fastest way to kill discretionary effort is to ignore the people who offer it.

If someone goes the extra mile and hears nothing? They’ll stop.

If someone speaks up and gets shut down? They won’t try again.

If someone cares more than the manager does? They’ll burn out – or leave.

And here’s the uncomfortable part: Sometimes, I’ve seen leaders expect discretionary effort as the baseline. They forget it’s a gift. And when it’s not appreciated, it quietly disappears.

A Story from the Coaching Room

I once worked with a leader who couldn’t understand why their team wasn’t “taking more ownership.”

“They’re capable,” he said. “They just don’t care as much as I do.”

But when we dug deeper, a pattern emerged.

Team members were sharing ideas, but the responses they got were things like:

“That’s a good thought.”

“We’ve actually had that on our radar too.”

“Interesting, let’s see where it fits.”

The tone was polite. Encouraging, even. But nothing ever happened.

No action. No follow-up. No visible change.

Over time, people stopped contributing – not out of spite, but out of learned futility. Because when effort is acknowledged but never activated, it slowly dies.

Without realizing it, the leader had created a culture where speaking up felt like shouting into a well-padded void.

So we flipped the script.

Instead of asking why aren’t they doing more?

We asked: what kind of response are they getting when they do?

And slowly, with clearer follow-through, more transparency, and genuine follow-up, the shift began. Not overnight – but it came.

Coaching Questions for Leaders

If you’re wondering how engaged your team really is, ask yourself:

• Who’s giving you their best thinking, and who’s holding back?
• When someone goes above and beyond, how do you respond?
• What kind of behavior gets recognized on this team?
• When was the last time someone challenged you, and you changed your mind?

Because if no one’s disagreeing, innovating, or stretching… You might be getting compliance. But you’re not getting commitment.

You Can’t Demand It, But You Can Deserve It

Discretionary goodwill is never owed. But it’s always available to the leader who creates the right conditions.

So if your team feels flat, quiet, overly compliant, don’t just push harder. Step back and ask:

• Are we making space for people to care?
• Are we showing them it’s worth it when they do?

Because in the end, the energy you want from your team won’t come from authority. It comes from trust.

Try This Today

At your next team meeting, ask:

“What’s one way someone on this team went above and beyond recently, without being asked?”

Then pause. Let them speak. And celebrate it.

Because what you celebrate, you multiply.

Florin

PS: Want to dive deeper into the topic? Join me for the next LIVE Free-to-Attend training session:

🧩 The Engagement Gap – When people show up, but don’t lean in

🗓️ Tuesday, July 8 | 08:00–08:45 CET

📍 Zoom

👉 Register here