Did I do anything wrong in this situation with my employee?

Question

I asked my employee to perform her duties on the job and if she were to leave her station or make a phone call just ask and let me know as the manager on duty that yes I needed to know where she was . Every time I approached her to "coach" her and explain how disrespectful it was by yelling at me, she got up and walked away. This happened twice and after the third time I just sent her home. She then told her mother who came in and got my name and my bosses name so I documented everything in a company write up. I told her as long as she was disrespectful to me that I do not want her working on my shift.
I have gotten complaints from other employees who work with her and she does the same stuff. The general manager of this store told me if she doesn't listen, then I have the authority to send her home which I did. What exactly does telling her mother do for me? I asked the mother that if she didn't listen to her boss would she be fired and she said yes. She just doesn't get the point

Answer 1

KTM, at first as I read your posting I was concerned that maybe you had let your authority as manager go to your head by requiring some small but essentially irrelevant act of obedience from this employee, just so she would know who was boss. But, if your managers have supported you in what you have done and other employees recognize how unruly, willful and insubordinate this girl is, then I think you have shown quite bit or mature restraint in how you have handled things.

My niece is a very good worker and deserving of more responsibility. She is not like your subordinate. My niece's manager, a mature woman, called her the other day because they were desperate for her help. My niece's mother (my sister-in-law) happened to answer the phone and when the mother found out the manager needed help the mother read the manager the riot act which brought the manger to tears.

My niece's mother and this employee's mother were COMPLETELY out of line, especially in the case of your employee. I would not be worried about what this mother does. I would stand up for how I handled this situation with confidence. If your bosses want to discuss this matter with you, I would explain the situation and how I had handled it and ask if they have any other suggestions about how I could have done better just to be sure there wasn't something wrong with how I handled the situation.

If your bosses take the side of the mother in this in any way, they will effectively cut your legs off in front of this troublesome employee and she will become impossible to for you, and probably anyone else to manage. This employee's is trying to "go over your head" and undermine your position by taking her complaints to your boss. The only time this is ever appropriate in any working environment is if the employee's manager is, without any doubts, in the wrong and there is no other way for the employee to address the problem than by taking their complaint directly to the next level up the organization. This stratgey usually only works for the employee in the most egregious circumstances and would often be supported by the experiences of other employees. If other employees you supervise do not feel the same way as this employee, then this employee is behaving in a grossly insubordinate manner. I hope your bosses see this situation for what it is and either transfer this problem employee to another shift or fire her a**. If this employee stays on your shift, you better be prepared for more trouble.

Answer 2

You were right, if it is a justifiable case of insubordination. There are two reasons to coach someone, 1) A Motivational Issue or 2) A Skill Issue. Skill issues should be tolerated until it reaches stagnation. Motivational issues should be tolerated long enough to fix or replace the insubordinate employee. Replacement can be costly, but sometimes it is necessary, especially with someone who doesn't want to perform duties the position calls for. Note if it is an ongoing problem than the attitude could be attributed to the work atmosphere or the hiring manager as oppose to the employee. Before anything make sure you get the side of employee because it could just be a bad time in their life. If so than care about them as a person and not a profit, it'll pay off. Don't every under estimate the power of love, it is the greatest motivator.

Answer 3

How old is your employee? I mean, it sounds as if she has some growing up to do, and she is spoiled! I do not feel as if you did anything wrong except give her too many chances! Obviously, she has not learned the concept of "J-O-B" yet. She is getting paid a certain amount to do her required job. If she cannot comprehend that, then she needs to seek employment elsewhere. I cannot stand to go to a fast-food restaurant and have the drive-thru employee act or sound as if I am "interrupting their social life" so to speak. It takes less time to be friendly; leave your cell-phone and problems in the car BEFORE you walk in. She did not and does not have the right to yell at you for any reason. She must not know the meaning of the word respect. How rude for her to get up and walk away; I am sure she does it to her mom as well. Speaking of Mommy, she is partly to blame for her daughters actions. Had she told her daughter her behavior was unacceptable on the job (or anywhere else for that matter), then her daughter would realize the world does not revolve around her. Some parents cannot let go and think if they go over your head, something can be done for their precious angel who does no wrong. Honestly, what did mom expect; you to giver her daughter a raise?? I hope and pray the GM backs you up. I think you did the right thing, just don't beat yourself up about it.
I would have sent her home the second time and fired her after the third. She has much to learn and needs to grow up. I am guesing she is a teenager.

Answer 4

My first question is...

Is there any kind of an employee handbook that covers insubordination and did this employee sign something acknowledging she had seen a copy of or had in her possession such a handbook. OR has she seen and acknowledged seeing a copy of her job duties and employee responsibilities ?

If yes, then she IS aware of what is expected of her and given the fact that you have given her both verbal and written warnings, I'd say you have sufficent grounds for immediate dismissal. If she has any personal effects still there, I'd box them up in witness of another business manager, document all that is in the box and lock the box in a secure place. Then I'd either call or notify by certified mail that you have terminated her employee, clearly list way and tell her to come get her personal effects within an alotted time.

Too many people would love to have a job for you to have to put up with an individual like her.

I'd say you did the right thing.

Answer 5

You need some backbone give her her walking papers. It's been three times. As for her mommy coming in I would not have given her any information it's not her business.
Maybe looking for a new job may help her get the POINT. If her mommy comes in again show her the door. Even in a union shop third time is a charm. As for using the phone while on duty what kind of company do you work that allows that?

Answer 6

Everything you did was proper. She wanted the job, but now tht she has it and sh'e making some money, she thinks that she can do what she wants. This is the real world and I don't care how good you are at what you do, unless you are the boss, you have to do what they want. The mother has nothing to do with this situation. Childish I would say. Does the girl think that the mother will get her out of all the bad situations in life. I hope not for her sake.
Keep doing the good work man and its a good thing you document.

Peace out.

Answer 7

I am a retail manager, and it sounds like you took the right steps. It is flat out insubordination, and quite frankly you didn't hire their mother, so you honestly do not have to answer anything to her. It is important to always document situations of this nature that you can forward to hr personnel if it escalates. If you have any witnesses of such instances I would get their statement as well. I would sit her down, pull out her job description, a copy of employee policies from your policy and procedure manual, and make sure she understands expectations, and what is considered unacceptable behavior. Partner with hr and see what next steps you can approriately take. If this is re-occuring, she is obviously not someone you want on your team, and I would take all of the necessary steps to ensure she is let go by way of her breaking P&P.

Answer 8

you are right, and since you documented it, it would hold up in court fine, unless they can prove that you did something inappropriate (which it doesn't sound like you did). Get written statements from the employees who complained about her, and who saw this going down, get them dated and signed. When you sign up to work somewhere you agree that they can prety much fire you for doing anything. Employers put bogus fire clauses into contracts so that they can easily fire you for those reasons if they don't like you (ex: chewing gum on the job, not being able to lift 50 lbs, wearing the wrong color shoes), so getting her out of there shouldn't be a problem at all.

Answer 9

She needs to be fired.
It will be a good lesson for her.
Just make sure everything is well documented. She sounds like the type who will complain to the labor board even though she doesn't have a leg to stand on.
Good Luck and may the next employee be a better worker.

Answer 10

The ONLY thing you did wrong was to respond to the mother. Mommy has NO input in employee relations. You should have told Mommy that the situation was employee related and that her daughter would explain it to her, if she chose to.

Any time you respond to Mommy, this insolent brat will think that complaining to Mommy will get her what she wants. Make her stand on her OWN two feet.