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Dilemma 4: Control Versus Passion ■ 105

what makes us laugh and this is of great importance for the
servant-leader.
Koestler has shown that humor is based on bi-sociation,
the mental and emotional ability to follow two split aspects
of a thought process. This insight makes you laugh. Using
bi-sociation through humor, managers can get a more com-
plex overview of their organization. When they encounter
contradictions, they use the notion of “and-and” rather than
“either-or.” Apparently, this orientation is impossible if we
use linear thinking and a priori want to avoid mistakes. If we
respect human diversity and different cultures, then the (busi-
ness) world at once becomes full of dilemmas that we cannot
solve with linear thought. An alternative, nonlinear approach
is necessary to reconcile these dilemmas. Humor is one exam-
ple of a powerful way to effectively deal with a dilemma.

Controlled Emotions Versus Passionate Emotions

There are some fantastic examples of leaders who are suc-
cessful in intercultural groups because of the way that they
can integrate control and passion. Take, for example, Rich-
ard Branson from Virgin. During a series of interviews
THT did with different leaders, multiple microphones were
needed to capture Branson’s answers. He could not sit still;
he was so passionate about the subjects at hand.
On the other hand, one microphone was more
than enough for Michael Dell. Mr. Dell is tremendously
self-contained—but you can feel the fi re in the background,
fueling him. The result was that when he did have a slight
reaction, this gave his message more emphasis.
So what do these two servant-leaders have in common,
besides that they have experienced international success?