How to Handle an Employee Who Ignores the Chain of Command
Many companies implement a chain of command for workers to follow when asking questions or filing complaints. An employee should always go to his direct supervisor with issues before reaching out to a manager farther up the chain of command. When an employee refuses to follow the proper chain of command, it undermines the supervisor and interrupts company operations.
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Staff Meeting
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If you find that breaking the chain of command is a widespread problem, a staff meeting can help remedy the problem. At the staff meeting, outline the exact chain of command so every member of your staff knows the correct order. Speak about the problem and why it negatively impacts the flow of the company to immediately reach over someone else's head. Once you have addressed the issue with the entire staff, you can pinpoint those employees who don't correct their actions and deal with them individually.
Redirect
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When an employee goes to the wrong person in the chain of command with an issue, it is important for the manager who was contacted to recognize the misstep. This manager must firmly tell the employee that he cannot help him and redirect him to the proper contact, which is typically the employee's direct supervisor. The manager's refusal to deal with the issue lets the employee know that he cannot get away with reaching over his supervisor's head to resolve an issue.
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Open Door Policy
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Some employees who break the chain of command do so because they don't realize that their direct boss has an open door policy. If an employee is constantly breaking the chain of command, set up a meeting to encourage him to bring the issues to his direct supervisor first. A direct supervisor is there to meet his employee's needs and should be the first stop. Let an employee know that he can come to his supervisor without fear of repercussions.
Disciplinary Action
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Once you talk out the issue with an employee, he should make changes to his behavior to follow the proper chain of command. However, not all employees will change despite you giving them explicit instructions. In these cases, disciplinary action may be necessary. In some companies, this means writing up the offending employee. In others, it may involve an unpaid day off. It is important for your company to follow the proper procedure for discipline.
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References
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