Dealing with Insubordination as a Retail Supervisor

I took over a small retail store a year ago, eager to turn it into a thriving business. With a limited team, every decision I make is magnified. My approach has always been to foster a positive work environment where my staff enjoy their time. We have contests, I buy lunch, and we pay above scale, creating a great culture and a wonderful team.

Minor Issues and Initial Conversations

Occasionally, I ask my staff to complete some simple tasks during slow weekends. However, I often find that these tasks go unattended. Nothing annoys me more than when something within their job description is forgotten. The first or second time this happens, I address it by having a conversation. I ask questions to understand the situation fully: were sales slow but there was good traffic, or was someone feeling unwell?

If I get no explanation, I directly ask: 'Why were these things not done?' By asking questions first, I ensure I have all the critical data. Instead of accusing them outright, I engage in a dialogue to find out the root cause. This direct and fair approach fosters honesty and transparency. I may exert my authority, but only when necessary, ensuring that my team understands the reasons behind my actions.

Handling Larger Insubordination

When insubordination becomes more serious, it may require a more formal approach. For example, if a staff member doesn’t clean the employee fridge or doesn’t take out the trash, these issues are relatively minor but still need to be addressed. The fridge should be cleaned as it can attract pests, but it’s not a major issue. However, when a task is crucial for business, such as not recording important data, the situation escalates.

I still address such issues by asking questions to understand the situation. If the task is not done and it has a direct impact on my business, I take a more assertive stance. The punishment should fit the crime. Ignoring important tasks is not tolerated, especially when they affect revenue. Direct and fair actions are key to maintaining a professional and respectful work environment.

Key Principles of Managing Insubordination

When dealing with insubordination, it's crucial to ensure you are not missing any critical details. Consistency and fairness are paramount. While it's important to get things done, you also want your staff to view you as reasonable and respectful.

Common issues arise when supervisors overload employees with tasks or add responsibilities outside the agreed-upon job description. For instance, you wouldn't hire someone with 10 years of coding experience to handle the trash, and they wouldn't take the job to be a custodian. Thus, you must respect the boundaries you have agreed upon.

Here are the guiding principles to follow when addressing insubordination:

Ask Questions: Understand the reasons behind the insubordination. Be Consistent: Ensure your actions are fair and consistent across all staff. Respect Boundaries: Stay within the agreed-upon job descriptions. Punish Appropriately: The punishment should fit the severity of the issue. Build a Positive Culture: Foster an environment where transparency and honesty are valued.

By following these principles, you can maintain a positive and productive work environment, ensuring that your retail business thrives despite occasional challenges.