How to Deal with Difficult Staff

Issues with staff performance or behaviour can appear minor at first, but if left unaddressed, they can quickly escalate and impact team morale, productivity, and overall business performance.

While HR professionals deal with these situations routinely, many business owners approach them reactively. Taking a structured and proactive approach—supported by appropriate advice where needed—can significantly reduce risk and improve outcomes.

The following steps provide a practical starting point for business owners managing these situations:

Benefit of the Doubt

Before forming conclusions, take the time to understand the underlying cause of the issue. Behaviour that appears uncooperative or disengaged may be driven by factors outside of work, such as personal circumstances or workload pressures.

As an employer, your role is to establish the facts and, where appropriate, provide support. Addressing root causes early can often prevent issues from escalating.

Open Communication

Open, professional communication is essential. Once a concern has been identified, speak directly with the employee to understand their perspective.

Approach the conversation objectively, focusing on facts rather than assumptions. Where appropriate, seek input from another manager to ensure a balanced and consistent approach.

Set Clear Expectations

Many workplace issues stem from unclear roles, responsibilities, or expectations.

Employees should have a clear understanding of their responsibilities, reporting lines, performance expectations, and working arrangements. Where expectations are ambiguous, frustration and underperformance often follow.

The Feedback Loop

Feedback should be timely, specific, and focused on behaviour or outcomes. Avoid general criticism and instead use clear examples to explain the issue and its impact.

Where possible, deliver feedback in person, as written communication can be misinterpreted in sensitive situations.

Where performance gaps are identified, agree practical steps for improvement and consider targeted training or coaching to support progress.

Progressive Discipline

Sometimes disciplinary procedures are the only answer to difficult staff. No one enjoys it, but sometimes it’s necessary.

In cases where behavioural or performance issues persist, you may need to implement progressive discipline. This involves a structured approach, starting with verbal warnings and progressing to written warnings or performance improvement plans (PIPs). Clearly document each step of the process to maintain transparency to keep track of where you’re up to.

Resolving Conflict at Work

Where issues escalate into conflict, early intervention is important.

In some cases, a mediated discussion may be appropriate to facilitate resolution, either internally or with external HR support. The objective should be to resolve the issue constructively and prevent disruption to the wider business.

Get Protected

In more serious cases, professional HR or legal advice may be required.

Businesses should ensure they have up-to-date employment contracts, clear disciplinary and grievance procedures, and an employee handbook outlining workplace policies. These provide a framework for consistent decision-making and help protect the business in the event of disputes.

Managing difficult employees is an unavoidable part of running a business. While these situations are rarely straightforward, a fair, consistent, and well-documented approach will lead to better outcomes.

Where internal handling is not sufficient, seeking external HR support at an early stage can help prevent more complex issues later.