46. Dealing with Unreliable Staff
How to manage employees who consistently fail to meet expectations.
Imagine this - An employee regularly misses deadlines, forgets key responsibilities, or arrives late without notice. Some days, they are productive and engaged, but on others, they seem distracted, disorganised, or absent altogether. Their unreliability -
Frustrates managers and colleagues who must compensate for their inconsistency.
Delays critical projects, creating inefficiencies and customer dissatisfaction.
Leads to workplace tension and a decline in team morale.
Encourages other employees to follow suit, normalising poor reliability.
Unreliable staff members are not necessarily bad employees—many struggle with time management, engagement, or personal distractions. However, without intervention, their behaviour can negatively impact business operations, damage trust, and cause resentment within the team.
HR psychology tells us that employees become unreliable due to lack of structure, unclear expectations, disengagement, or external personal stressors. If left unaddressed, their performance may deteriorate further, forcing difficult HR decisions.
The challenge? How do you turn an unreliable employee into a dependable and productive team member?
The Solution – A Three-Part Approach - Identify, Address, and Sustain Improvement
Effectively managing unreliable employees requires understanding the root cause, setting clear expectations, and reinforcing accountability. Here’s how to transform inconsistency into dependability.
1. Identify Why the Employee Is Unreliable
Before jumping to conclusions, determine why the employee is struggling with reliability.
A. Recognise Common Signs of Unreliable Behaviour
Frequent lateness, missed shifts, or unexplained absences.
Inconsistent work quality—some days excellent, others subpar.
Forgetting deadlines, meetings, or key responsibilities.
Excuses and justifications for not completing tasks.
Lack of communication about delays or issues.
Red Flag - If other employees start exhibiting similar behaviour, it suggests a larger issue with workplace culture or leadership enforcement.
B. Identify Possible Underlying Causes
Unreliable employees may not be intentionally neglecting their work—they may struggle with -
Personal challenges – Family issues, financial stress, or health concerns.
Workplace disengagement – Feeling unmotivated, unchallenged, or disconnected.
Poor time management – Struggling with organisation, prioritisation, or distractions.
Lack of accountability – No clear consequences or enforcement of expectations.
HR Psychology Insight - Employees who don’t feel a strong connection to their work or team are more likely to disengage and become unreliable.
2. Address the Issue with Clear Communication and Accountability
Once the cause is identified, it’s time to intervene and set clear expectations.
A. Have a Direct but Supportive Conversation
Approach the issue professionally and objectively.
Example - “I’ve noticed some inconsistencies in your attendance and work reliability. I’d like to understand if anything is affecting your ability to meet expectations.”
Listen to the employee’s perspective without judgment.
Clarify the impact of their unreliability on the team and business.
Example - “When tasks aren’t completed on time, it puts extra pressure on your teammates and affects customer satisfaction.”
HR Best Practice - Employees are more likely to improve reliability when they feel heard and supported rather than blamed.
B. Set Clear, Non-Negotiable Expectations
Define specific reliability expectations.
Example - “Being on time means arriving at 9 - 00 AM sharp, not 9 - 15 AM.”
Ensure deadlines and performance goals are well-documented.
Establish communication protocols if the employee is delayed or absent.
Red Flag - If expectations are vague or flexible, unreliable employees will continue to push boundaries.
C. Implement Accountability Measures with Consequences
If the behaviour does not improve, progressive action should follow -
Verbal Warning – A formal but friendly discussion.
Written Warning – A documented performance improvement plan (PIP).
Final Warning – If no change occurs, set clear consequences for continued unreliability.
Termination – If the employee does not improve, separation may be necessary.
HR Psychology Insight - Employees are more likely to change when they see real consequences for their actions.
3. Sustain Improvement and Foster Long-Term Dependability
Once reliability improves, reinforce positive behaviours to ensure long-term success.
A. Provide Structure and Support for Better Time Management
Use checklists, schedules, or digital tools to help employees stay organised.
Encourage daily and weekly goal-setting to improve focus.
Offer productivity training for employees who struggle with prioritisation.
HR Best Practice - Employees who develop strong organisational habits are significantly more reliable in the long run.
B. Increase Employee Engagement to Prevent Future Unreliability
If the root cause is disengagement, focus on -
Providing meaningful work that aligns with employee strengths.
Recognising and rewarding employees for consistency and reliability.
Creating a team-oriented culture where reliability is valued.
Red Flag - If employees remain disengaged despite clear expectations, they may not be the right fit for the role.
C. Offer Flexibility Where Appropriate
Some employees become unreliable due to rigid work structures that don’t align with their needs. If possible, offer -
Flexible start and end times to accommodate personal circumstances.
Remote or hybrid work options for employees with external obligations.
Alternative work arrangements that increase job satisfaction.
HR Psychology Insight - Employees who have some autonomy over their schedules are often more committed to meeting deadlines and responsibilities.
Reflective Scenario – What Would You Do?
You have an employee who regularly misses deadlines, arrives late, and forgets important details. Their team is frustrated, and their performance is dragging down overall productivity.
Using the strategies above, you might -
Hold a private meeting to understand why they are struggling.
Set crystal-clear expectations for reliability and accountability.
Implement structured support tools like schedules and checklists.
Monitor progress while reinforcing positive changes.
Take disciplinary action if patterns continue without improvement.
By balancing accountability with support, you encourage reliability without creating unnecessary workplace tension.
Golden Nugget - "Reliability isn’t just about showing up—it’s about consistency, accountability, and respect for the team."
By identifying root causes, setting clear expectations, and reinforcing accountability, SME leaders can transform unreliable staff into dependable, high-performing employees.