Category: From the Files of HR Answers

Client: I’ve noticed one of my employees keeps skipping their lunch break and then leaving early. It’s against our policy, and I’m not sure how to address it without seeming petty.

Consultant: You’re right to pay attention. Breaks aren’t optional—they’re built into labor laws and company policies. Allowing someone to skip them and leave early creates compliance risks and morale issues.

Client: But if they’re still finishing their work, why should I care?

Consultant: Two reasons:

1. Legal compliance – In many states, meal breaks are required, and organizations can be held accountable if employees skip them.
2. Fairness – Other employees will notice, and soon you’ll have a line of people saying, “If they get to leave early, why can’t I?” That’s a recipe for resentment.

Client: What if they argue they don’t want a lunch break? They say it just slows them down.

Consultant: That may be their preference, and it’s not their decision.

You might say:
“I get that you’d rather power through, and our policy requires you to take your scheduled break. It protects you from burnout and keeps us compliant with labor laws. If you want to adjust your schedule, we’d need to look at that formally—not just skip breaks.”

Client: I can already hear them saying, ‘But everyone else leaves early sometimes.’ What do I do then?

Consultant: That’s a common dodge. Stay focused on this employee’s behavior rather than comparisons.

 You could respond with:
“Our policy applies to everyone. If you’re seeing something that looks inconsistent, let me know and I’ll address it. For now, I need you to take your break and stay until the end of your shift.”

Client: Okay, but what if they frame it as doing the company a favor? Like, ‘I’m saving you overtime by leaving early.’

Consultant: That’s a clever spin, and it might even feel tempting to accept. Don’t.

You could say:
“I appreciate your efficiency, and the expectation is that your full schedule is worked. Leaving early isn’t the way to save costs—we need consistency across the team. If you have ideas for improving efficiency, I’m open to hearing them.”

Client: What if they just keep doing it anyway?

Consultant: That’s when it shifts from coaching to compliance. Document your conversations. If it continues, escalate using your progressive discipline steps. Make it clear this isn’t about preference—it’s about workplace rules.

Client: So basically, I need to address it directly, not let it slide, and treat it as a policy issue if it doesn’t change?

Consultant: Exactly. Breaks aren’t just a suggestion. Skipping them undermines compliance, consistency, and trust within the team. A clear conversation now saves bigger headaches later.

And if you’d like, we can help you review your break and scheduling policies, train supervisors on how to spot and address these issues early, and make sure your practices are fully compliant with your state’s labor laws. That way you’ve got both the consistency and the legal protection you need.

Client: Is it ever appropriate to terminate an employee over the phone or via email?

Consultant: In almost every case—no. Termination is one of the most significant moments in the employment relationship, and it deserves the dignity of a direct conversation. Firing someone by phone or email feels cold, can come across as disrespectful, and can leave the organization open to unnecessary risk.

Client: So, never? What about special circumstances?

Consultant: There are rare exceptions—like if the employee is fully remote in another state, poses a safety risk by coming onsite, or has essentially abandoned the job and won’t respond otherwise. Even then, a video call is better than phone, and phone is better than email. Written notice should only confirm what’s already been discussed.

Client: What if the employee is actively avoiding the meeting? We’ve scheduled two times, and both were ‘missed.’ I can tell they know what’s coming.

Consultant: That’s actually pretty common. No one wants to sit through their own termination. Still, you shouldn’t default to email just because they’re dodging you. Instead, document your attempts to meet, then deliver the message by phone or video if they continue to avoid showing up.

You might say when you finally reach them:
“We’ve tried to schedule a meeting and haven’t been able to connect, so I want to make sure we talk today. Unfortunately, this conversation is about ending your employment. I’ll explain the details and follow up in writing as well.”

That way you’ve made a good-faith effort to handle it with professionalism.

Client: What if they just won’t answer at all?

Consultant: At that point, you still document your outreach attempts—calls, emails, calendar invites. After multiple good-faith efforts, you can send the termination notice in writing, but make it clear that this follows prior attempts to connect. Keep the message simple:
“We attempted to reach you by phone on [dates] to discuss your employment status. As of [effective date], your employment with [Company] has ended. Attached are the details regarding your final paycheck and benefits.”

That way, you’ve preserved professionalism and a record of your efforts.

Client: If I do get them on the phone or video, how do I handle it without making it worse?

Consultant: Keep it short, clear, and respectful. Don’t debate. Don’t drag it out. Have a witness on the call if possible. And always follow up with written documentation.

You might say:
“This isn’t an easy conversation. After reviewing the situation, today will be your last day with the company. I want to thank you for your contributions, and I’ll walk you through your final pay and benefits.”

Client: What if they get angry or try to argue?

Consultant: Stay calm, don’t match their tone, and redirect back to logistics.
If they push, you can say:
“I understand this is difficult news. The decision is final, and I want to focus on making this transition as smooth as possible for you.”

Client: So, the key is to avoid email-only terminations, make every effort for a conversation, and document if they won’t cooperate?

Consultant: Exactly. Terminations should always be handled with dignity, fairness, and a clear record. In-person is best, video or phone is acceptable if necessary, and email alone should only ever be a last-ditch confirmation, never the main event.

Client: We approved an accommodation for an employee with a medical condition that makes typing difficult. They’ve been using voice-to-text software, which seemed fine at first, but now we’re seeing a lot of errors in their documents. Coworkers are frustrated because they’re spending extra time fixing mistakes. Is this a sign the accommodation isn’t working?

Consultant: It might be—but it could also be a performance issue. The difference comes down to what’s causing the errors.

• If the tool itself is malfunctioning (mishearing, dropping words, or creating garbled text even when used correctly), then the accommodation may need to be adjusted. That means revisiting the interactive process, testing new tools, or adding supports.
• If the tool is working, and the employee isn’t reviewing their own work, then that’s not about the accommodation—that’s a performance expectation. All employees, regardless of accommodation, are responsible for producing accurate work.

Client: So, how do I know which it is?

Consultant: Start with curiosity and observation. Ask the employee how they’re using the tool and whether they’ve noticed the same errors. You might learn that the system is glitchy—or that they’re relying on it without proofreading.

You could say:
“I want to check in about the voice-to-text software. We’ve seen some accuracy issues in recent documents, and I’d like to understand what you’re experiencing with the tool. Is it the software itself, or is it more about having time to review your work before submitting?”

Client: What if it’s really the employee not checking their own work?

Consultant: Then it shifts into performance management. You still honor the accommodation, and you set clear expectations that accuracy is part of the job.

For example:
“I want to be clear—regardless of the tool you use, your responsibility is to submit accurate, final work. Using voice-to-text is fine, and I need to see that all documents are reviewed and edited before they go out.”

That keeps the focus on performance, not the accommodation.

Client: And if it turns out the software really isn’t working?

Consultant: Then it’s back to the interactive process. Explore alternatives like upgraded software, proofreading support, or splitting tasks differently. Document that you’re adjusting because the original solution isn’t effective, not because the employee failed.

Client: So, the key is to separate tool failure from employee responsibility?

Consultant: Exactly. Accommodation doesn’t lower performance standards—they just provide different ways to meet them. If the tool is the problem, fix the tool. If the employee isn’t meeting expectations, coach and hold them accountable. That distinction protects fairness, compliance, and team morale.

And if you ever need help documenting where “accommodation ends and performance begins,” we can guide you through that line.

Client: I’ve got a situation. A former employee left weeks ago and still hasn’t returned their company laptop and access badge, even though our policy requires it. What should I do?

Consultant: You’re not alone—this happens more often than you’d think. The key is to stay professional, document your efforts, and use the right channels to get the property back.

Client: What’s my first step?

Consultant: Start with IT and security. Immediately deactivate their system access, email, and building badge. If it’s a laptop or mobile device, have IT remotely disable or wipe it. This protects your data and prevents unauthorized use—whether or not you get the equipment back.

You could also notify them:
“Please be aware your system access and badge have been deactivated for security reasons. To avoid further action, return all company property by [date].”

This makes it clear you’re serious while keeping it professional.

Client: What if they still don’t respond?

Consultant: That’s when you move from informal to formal. Send a certified letter with a clear deadline for return, referencing the policy they acknowledged when they left.

You might write:
“As a reminder, company property (laptop, access badge, etc.) must be returned no later than [date]. Please contact [HR or IT contact] to arrange return. If the items are not received by this date, the organization may take further steps to recover them.”

This creates a paper trail and sets a firm expectation.

Client: And if that still doesn’t work?

Consultant: If reminders don’t work, review your organization’s policy. Some states let you deduct the cost of missing property from an employee’s final paycheck, but others—such as Oregon—do not. Many require prior written consent, and some ban deductions entirely. Always verify state rules before proceeding.

If deductions aren’t possible, your remaining options are to escalate with legal counsel or pursue recovery in small claims court.

Client: What if the property is damaged when I finally get it back?

Consultant: Document its condition immediately and follow your policy. If you don’t have one that covers damage, create one for future use. Have employees sign an equipment agreement at onboarding that clearly states expectations for return, loss, or damage.

Client: Okay, so lock down access, send reminders, and then escalate?

Consultant: Exactly. Here’s the step-by-step approach:

1. Deactivate access – IT/security shuts down systems and badges immediately.
2. Send reminder – email or call with a professional request for return.
3. Send certified letter – set a clear deadline and reference policy.
4. Review policy & law – check what is legally allowed for recovery in your state.
5. Escalate if necessary – legal counsel or small claims for unresolved cases.

Client: That’s helpful. How do I avoid this next time?

Consultant: Plan ahead. At offboarding, have a property checklist and collect items before final pay or benefits are processed—if your state law allows. An in-person equipment return during the exit meeting is the cleanest and most effective process.

Client: So, the key is to secure the organization first, then recover what you can?

Consultant: Exactly. Protect your systems, follow a clear process, and tighten up offboarding for the future. Think of this as both a recovery step and a process improvement opportunity.

And if you’d like, we can help you draft a simple, air-tight property return agreement for future hires.

Client: I have a problem. One of my employees was hired for a role that requires travel, but now they’re refusing to do it. How do I handle this?

Consultant: That’s a tough one. Travel was part of the job description, so refusing to do it means they aren’t fulfilling their role. The first step is to understand why they’re refusing—sometimes there’s a personal or medical reason behind it, other times it’s just reluctance.

Client: So, I should just ask them why they don’t want to travel?

Consultant: Exactly. Start with curiosity, not confrontation.

You might say:
“I understand you’re hesitant about the travel requirements. Can you share what’s making this difficult? Let’s talk about it.”

This gives them space to explain whether it’s a temporary issue, like childcare, or something more permanent, like fear of flying.

Client: What if it’s a personal preference—they just don’t want to travel anymore?

Consultant: Then it’s time to be clear: this is a fundamental part of the role, and choosing not to travel isn’t optional.

You could say:
“When you accepted this position, travel was an essential function of the role. While I understand your concerns, fulfilling that requirement is part of your job expectations. If you feel unable to meet that requirement, we need to discuss what that means moving forward.”

This makes it clear that they can’t pick and choose the parts of the job they want to do.

Client: What if they say it’s a medical or family reason?

Consultant: That’s where the ADA or other accommodation processes may come into play. If it’s medical, you’re required to go through the interactive process to see if accommodations can be made. That might mean reducing travel temporarily, providing alternatives (like virtual meetings), or adjusting how travel is scheduled.

You might say:
“If this is related to a medical or family need, let’s work together to explore possible accommodations. We’ll need documentation so we can understand what adjustments may be required.”

Client: And if no accommodation applies, but they still won’t travel?

Consultant: At that point, it’s a performance issue. You’ll need to address it the same way you would with someone refusing any other key duty.

Try:
“I need to be clear—travel is a requirement of this job. If you’re unwilling to meet that expectation, we’ll need to explore other options, which may include disciplinary steps.”

This sets the boundary while giving them a final chance to correct course.

Client: What if there aren’t any other roles for them here?

Consultant: Then it may ultimately lead to separation. Not every employee is a fit forever, especially when job requirements can’t be negotiated. Document the conversations, follow your policy, and be consistent.

Client: So, the key is to ask why, consider accommodations if appropriate, and then hold them accountable if it’s just refusal?

Consultant: Exactly. Show empathy by exploring the ‘why,’ and show fairness by considering accommodations. And if it comes down to flat-out refusal with no legitimate reason, you move into accountability. That way, you’ve balanced compassion with the needs of the organization.

And remember—if you need support navigating the interactive process or structuring the accountability steps, we’re here to help.

Client: I need to announce upcoming layoffs due to financial strain, and I’m worried about damaging morale. How do I communicate this in a way that’s compassionate but still honest?

Consultant: This is one of the most difficult conversations a leader can have. The key is to be clear, transparent, and humane—while avoiding unnecessary details that can spark rumors or panic. Employees should hear the news directly from you, not through the grapevine, and they should understand both the ‘what’ and the ‘why.’

Client: Should I tell everyone at once, or start with individual conversations?

Consultant: Timing and sequencing matter. If the layoffs affect multiple people, it’s best to tell impacted employees privately first, then address the whole group. This ensures individuals don’t hear about their own layoff in a group setting, which can feel impersonal and disrespectful.

You could say to impacted employees:
“I want to speak with you privately because I have some difficult news. Due to ongoing financial strain, we have to reduce our workforce, and your position is being impacted. This decision is not a reflection of your performance. I want to walk you through what this means and the support we’ll provide during this transition.”

Client: How much detail should I share about the financial situation?

Consultant: Share enough to provide context without overloading employees with numbers or confidential details. The goal is to help them understand this is a business decision, not a personal judgment.

You might say to the group:
“Our organization has been facing significant financial challenges due to [brief reason—declining revenue, loss of a major contract, etc.]. After exhausting other options, we have to make the difficult decision to reduce staff so we can remain viable and continue serving our mission.”

Client: What if employees who are staying feel guilty or fearful?

Consultant: That’s a real risk. Address it head-on. Recognize the emotional impact and outline the plan moving forward.

Try this:
“I know this is hard, and it’s natural to feel a mix of emotions right now. We’ll be supporting those who are leaving, and we’re also committed to supporting those who remain. I want to focus on stability and clarity for the team moving forward.”

Client: How do I make sure people know we care?

Consultant: Show it through action, not just words. For departing employees, offer outplacement resources, job search assistance, or extended benefits where possible. For remaining employees, be present, listen, and communicate regularly.

You can add:
“We value the contributions of every team member. For those leaving, we’ll do our best to provide resources to help with the transition. For those staying, I’m committed to keeping you informed and involved as we navigate the future together.”

Client: What if people get angry or start asking tough questions I can’t answer?

Consultant: Stay calm, acknowledge the emotions, and be honest when you don’t have all the details.

You might say:
“I understand this is upsetting, and I may not have every answer today. I will share updates as soon as I can, and I’m committed to being as transparent as possible.”

Client: So, the key is clarity, compassion, and consistency?

Consultant: Exactly. Communicate early, directly, and with empathy. Make sure people know the decision is about the financial reality, not individual worth. And follow up—how you lead after the announcement will matter just as much as the announcement itself.

And, if you’d like help preparing your talking points or a support plan for both departing and remaining employees, we’re here to help.

Client: Some of my employees are coming to me with questions about which bathroom an employee who is undergoing a gender transition should use. I want to make sure I respond respectfully and inclusively, without making things more tense. How do I handle this?

Consultant: This is a common concern, and it’s important to handle it with clarity, respect, and a focus on your organization’s values and policies. The goal is to support the transitioning employee while setting a respectful tone for the entire workplace.

Client: Right, but employees are asking me to make a ‘special rule’ or provide separate facilities. What do I say?

Consultant: Keep it policy-based and tied to legal and inclusion standards—not personal opinions. You could say:
“Our policy, in alignment with applicable laws and our commitment to inclusivity, is that employees may use the restroom that corresponds with their gender identity. We expect all staff to respect this and maintain a professional environment.”

This keeps the focus on compliance and respect, rather than individual preferences.

Client: What if someone says they’re uncomfortable?

Consultant: Discomfort isn’t the same as a legitimate workplace need. That said, you can address concerns without infringing on anyone’s rights. You might say:
“If you’re uncomfortable, you’re welcome to use any available single-user restroom or take breaks at different times. What we can’t do is single someone out or limit their access to facilities based on gender identity.”

This offers options without placing the burden on the transitioning employee.

Client: What if employees start gossiping or making comments?

Consultant: That’s a conduct issue, not a restroom policy problem. Address it the same way you would any disrespectful or unprofessional behavior:
“Comments or gossip about a coworker’s personal characteristics are not appropriate in the workplace. We maintain an environment of respect for everyone.”

Client: “What about signage or changes to the facilities?”

Consultant: If you have single-user restrooms, labeling them as “All-Gender” can signal inclusivity. Even without physical changes, communicate clearly:
“Our facilities are available for all employees, and we will continue to ensure privacy and respect for everyone.”

Client: So, the key is to follow policy, set expectations, and address behavior—not the person?

Consultant: Exactly. Treat it as a workplace respect and compliance matter, not a debate. The more confidently and consistently you handle it, the quicker your team will adapt.

And remember, if you need help updating policies or training staff on respectful workplace practices, we’re here to support you.

Client: I just found out an employee worked overtime last week, but I didn’t know about it until after payroll was already processed. What do I do?

Consultant: First things first—you have to pay them for the overtime. Even if it wasn’t authorized, once the work is done, wage and hour laws require you to compensate them for it. The real focus now is on addressing the process and preventing it from happening again.

Client: So, I have to pay them even though they didn’t get approval?

Consultant: Yes. You can’t withhold pay for time actually worked. That said, you can treat the unauthorized overtime as a performance issue and address it through coaching or corrective action.

You might say:

“I understand you worked extra hours, and I want to remind you that all overtime must be approved in advance. Going forward, please get approval before working extra so we can plan and manage costs.”

This keeps it clear and professional.

Client: What if they say they had to do it to get their work done?

Consultant: That’s when you dig into the why. Was the workload unreasonable? Was there a last-minute request? Or is this a pattern?

You could respond with:

“If your workload requires overtime to complete, I need you to let me know before staying late so we can prioritize or redistribute tasks. We’ll work together to make sure deadlines are met without unapproved overtime.”

This helps solve the root cause while reinforcing the process.

Client: What if this keeps happening?

Consultant: If it’s a one-off, a reminder may be enough. If it’s recurring, it’s time to escalate.

You might say:

“We’ve discussed overtime approvals before, and I’m still seeing unapproved hours. This needs to change, or we’ll need to take further action.”

Document each conversation so you have a record of the issue.

Client: Should I update my policy to cover this?

Consultant: Absolutely. Your policy should clearly state:

✔ Overtime must be approved in advance

✔ Unauthorized overtime will be paid, but may result in corrective action

✔ Employees must communicate workload concerns before working extra hours

That way, there’s no confusion about expectations.

Client: So, the key is pay now, address the behavior, and fix the process?

Consultant: Exactly. Paying for all hours worked keeps you compliant, and addressing the behavior ensures you’re not in this situation every payroll cycle. Clear policies, open communication, and follow-up are your best tools here.

And if you’d like, we can help you review your overtime policy to make sure it’s both legally sound and operationally practical.

Client: I have an employee with physical work restrictions from their doctor, but they keep ignoring them because they ‘don’t want to burden the team.’ I appreciate their work ethic, yet I’m worried they’re going to hurt themselves—or make things worse. How do I address this?

Consultant: You’re right to be concerned. Even with good intentions, working beyond medical restrictions can lead to reinjury, liability for the organization, and disruptions for the whole team. The key is to prioritize safety, follow medical guidance, and help the employee see that respecting restrictions is part of being a good teammate.

Client: They say they feel fine and can handle it. Can I just let them keep working?

Consultant: No. Medical restrictions are there for a reason, and allowing them to be ignored puts everyone at risk.

You could say:
“I appreciate that you want to help your coworkers, and part of helping the team is making sure you stay healthy. We need to follow your doctor’s restrictions so you can recover fully and avoid further injury.”

This frames compliance as a team benefit—not a personal limitation.

Client: What if they think I’m just trying to make their job easier?

Consultant: Reinforce that this is about safety, not workload preference. Tie it back to policy and medical guidance.

You might say:
“Your doctor provided these guidelines so you can heal safely. My responsibility is to make sure we follow them. If we need to adjust tasks temporarily, that’s part of supporting both you and the team.”

Client: They’re worried others will think they’re not pulling their weight.

Consultant: That’s common. Help them understand that short-term modifications protect their long-term ability to contribute.

Try this:
“I understand you don’t want to let the team down. Following these restrictions is how you make sure you can keep contributing in the long run. We’ll communicate task changes so the team knows this is temporary and medically necessary.”

Client: What if I see them ignoring the restrictions?

Consultant: Address it immediately—privately and factually.

You might say:
“I noticed you were lifting [X pounds / doing [task]] that’s outside your current medical restrictions. We need to stick to the plan from your doctor to protect you from reinjury. Let’s talk about how to handle this task differently.”

This makes it clear that ignoring restrictions isn’t optional.

Client: What if they keep doing it?

Consultant: At that point, it becomes a compliance and performance issue. You may need to document the conversations and, if necessary, require a follow-up with their healthcare provider to review the restrictions.

You could say:
“We’ve discussed following your medical restrictions, and I’ve noticed repeated instances where they’re not being followed. This is a serious concern for your safety and the organization’s liability. We need to meet again to determine next steps, including whether your doctor should re-evaluate your work plan.”

Client: So, the key is to align with medical guidance, frame restrictions as a team benefit, and address non-compliance quickly?

Consultant: Exactly. Good intentions don’t override medical safety. Helping an employee understand that following restrictions is part of supporting the team—and protecting their own future—keeps everyone safe and productive.

And if you need help creating a modified duty plan or communicating restrictions to your team, we’re here to assist.

Client:
I’ve noticed that upper management isn’t following the same policies they expect from everyone else. Things like remote work, deadlines, even conduct during meetings—there’s a clear double standard. But I’m not in a position of power, and I don’t want to overstep or cause conflict. What can I do?

Consultant:
That’s a tricky but critical situation. When policies only apply to some people, it doesn’t just hurt morale—it damages credibility. Your goal is to raise the concern constructively, protect your professionalism, and invite accountability without making it personal.

Client:
How do I even bring this up without sounding accusatory or insubordinate?

Consultant:
Lead with values, not accusations. Focus on consistency, trust, and the employee experience—not blame.

Try this:
“I’ve noticed that there are some inconsistencies in how policies are applied, especially around [specific issue]. I’m concerned it may be sending mixed messages to staff. Can we talk about how to align messaging or clarify expectations so we’re all on the same page?”

Client:
What if I’m brushed off or told, ‘That’s not your concern’?

Consultant:
That’s a real possibility—especially if someone feels uncomfortable being held to their own standard. If that happens, remain calm and reinforce your intent.

Say:
“I understand I’m not here to manage leadership decisions. I’m raising this because it’s impacting how policies are viewed across the team. I want to support our culture and make sure I’m representing expectations accurately.”

Client:
What if I’m worried about retaliation or damaging relationships?

Consultant:
Then start with a private one-on-one with someone you trust—a peer in HR, a supervisor, or someone with influence who can carry the message up. You don’t have to go in alone or publicly.

You can say:
“I want to get your read on something. I’ve noticed some policy gaps at the leadership level, and I’m not sure the best way to raise it without it sounding critical. Can we talk through it?”

Client:
What if leadership hears it—but doesn’t change?

Consultant:
Then focus on what you can control: how policies are applied in your scope, how you model expectations, and how you communicate boundaries.

Say:
“Regardless of what happens elsewhere, I’m committed to clear and fair policy use on my team. If people have questions about broader alignment, I’ll refer them back up—but I’ll keep doing what I know is right.”

Client:
So, I can speak up without stepping on toes?

Consultant:
Exactly. You’re not challenging authority—you’re upholding equity. Lead with curiosity, stay grounded in values, and document concerns if they escalate.

Recap:

• Raise concerns by focusing on consistency, not criticism
• Use language that supports culture, not confrontation
• Find a trusted ally if you’re unsure about speaking up
• Reinforce what you can control, even if others don’t
• Integrity isn’t insubordination—it’s leadership from where you stand

And if you need help crafting a policy communication plan or navigating organizational politics—we’re here to support you.