My Employee Isn't Following Instructions — What Should I Do?
When an employee stops following reasonable instructions, it places you in a difficult position.
You have a business to run. You have standards to maintain. And you have a responsibility, both to the business and to your employees, to handle the situation correctly.
The most important thing at this stage is not to act on frustration. How you respond in the early stages of a situation like this will determine whether it resolves quickly and cleanly or develops into something more serious and costly.
Before taking any action, you need to understand the reason behind the behaviour. That reason determines your next step, and getting it right protects both the business and the employment relationship.
Review the instruction itself
Before drawing any conclusions about the employee's conduct, it is worth reviewing the instruction itself objectively.
Consider the following:
- Was the instruction communicated clearly and specifically?
- Was it reasonable in the context of the employee's role and responsibilities?
- Was there a clear explanation of what a satisfactory outcome looked like?
- Is there any realistic possibility of misinterpretation?
This is not about self-doubt. It is about making sure that any action you take is built on solid ground. A significant proportion of cases that initially appear to be conduct issues are, on closer inspection, due to unclear communication. Identifying that early saves considerable time and avoids unnecessary escalation.
Have a direct and professional conversation
Once you are satisfied that the instruction was clear and reasonable, the next step is a direct, professional conversation with the employee.
This should not be a formal disciplinary meeting at this stage. It should be a genuine and measured conversation aimed at understanding what is happening.
The most common reasons an employee does not follow instructions include:
- A genuine misunderstanding of what was required
- A lack of skill, training, or confidence to carry out the task
- Workload or capacity issues that make the instruction difficult to fulfil
- A deliberate decision not to comply
Each of these requires a fundamentally different response. Treating a training gap as a disciplinary matter, or a genuine performance issue as wilful misconduct, creates legal risk and can significantly damage the employment relationship.
The conversation is where you establish which situation you are dealing with. It should happen before any formal steps are considered.
Address the underlying cause
Once you have a clear picture of what is driving the behaviour, address it directly and proportionately.
Depending on what the conversation reveals, the appropriate response might include:
- Clarifying the instruction and confirming expectations in writing
- Providing additional training, guidance, or practical support
- Reviewing workload or priorities to ensure the instruction is realistic
- Resetting expectations clearly and documenting what has been agreed
In the majority of cases, when the barrier is identified and removed, and expectations are clearly reset, the issue resolves without the need for formal action. Employees generally respond well to a structured and supportive approach, particularly when it is handled professionally and without unnecessary confrontation.
Escalate appropriately when required
If the situation does not improve following a clear conversation, documented support, and reset expectations, formal escalation may be necessary.
The appropriate route depends on the nature of the issue:
- Where the matter relates to capability or training, continue to support and document your steps carefully and consistently
- Where there is clear evidence of a deliberate and ongoing refusal to follow reasonable instructions, a formal disciplinary process may be appropriate
If you proceed formally, it is essential that you:
- Follow your disciplinary procedure in full
- Adhere to Acas guidance at every stage of the process
- Base all decisions on documented facts and evidence rather than assumptions
A properly conducted process protects the business from legal challenge and demonstrates that you have acted fairly and proportionately throughout.
The importance of documentation
Regardless of which stage you are at, maintaining clear and accurate records is essential.
Document what instruction was given, when it was communicated, and how. Record the conversations you have had, what was agreed, and what happened subsequently. Note any support that was offered and whether it was taken up.
This does not need to be elaborate. A brief contemporaneous note or a short follow-up email is sufficient. What matters is that there is a clear and consistent record of events should the situation escalate further.
How we can support you
Managing a situation like this fairly and correctly, while continuing to run the business, is not always straightforward.
We work with business owners and managers to assess the situation objectively, identify the right course of action, and ensure that any steps taken are fair, proportionate, and legally defensible.
If you are dealing with a situation like this and would like some guidance, we are here to help.
Get in touch for a confidential, no-obligation conversation, and we will talk you through your options.
📞 0161 757 7576
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