Dealing with difficult staff

02 December 2002 by
Dealing with difficult staff

Question

"I have a member of staff who has been employed as a supervisor in my housekeeping department for three years. After various discussions, room checks and training she is still unable to demonstrate the high standards that show she has the capabilities of a supervisor.

She is now on her final warning and is heading for dismissal.

I believe she has had enough coaching etc to help her develop, but I feel like I am fighting a lost cause."

Wendy, London

What the expert says

Alison Clarke, human resources director, Whitbread Restaurants

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"The problem that you have with your supervisor appears to be one of capability rather than misconduct. This being the case, the disciplinary procedure is not an appropriate method to manage the problem. I would suggest meeting the supervisor and explaining to her that you are concerned she may not be capable of carrying out her role. You should say that your reasons for this are that she has had coaching and training, but is still not able to carry out the responsibilities of the role to the level that is expected. Remember to give examples of where this has happened recently. You then need to ask for her views - ultimately, does she agree or disagree that she may not be capable of fulfilling this particular job? If the supervisor agrees that she isn't able, then you need to discuss alternative employment with her, and failing that - dismiss by reason of incapability. If they disagree, you have two options. The safest option is to give her one last chance to demonstrate that she is capable, but warn her that her job is at risk if she does not make the grade. When following this route, it is important to make a note of the action plan and deadlines that were agreed. The second option is to tell the supervisor that it's too late and that you don't believe giving her another chance will make any difference. You believe that she is incapable of fulfilling the role and you need to discuss alternative employment with her. In all of the above options, dismissal should be the last resort, after exploring whether there is an alternative role that she may be capable of fulfilling. I hope everything works out for you and good luck." Do you have a question for our experts? [E-mail us now, help is at hand.
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