DEALING WITH DIFFICULT EMPLOYEES - A PRACTICAL GUIDE ROOTED IN THE CODE OF GOOD PRACTICE DISMISSAL

The beauty industry thrives on creativity, personal interaction, and customer experience. Because of this, the behaviour, attitude, and professionalism of staff directly affect brand reputation, client retention, and workplace morale. Yet even the most skilled teams sometimes encounter difficult employees - individuals who resist instruction, display poor performance, or disrupt workplace harmony.

Handling such situations requires firmness, fairness, and consistent application of labour principles. The Code of Good Practice Dismissal (previously schedule 8 of the LRA) gives employers a framework for managing misconduct, performance problems, and conflict while ensuring fairness. In the beauty industry - where customer-facing professionalism is essential—this code becomes even more important.

1. Identify the Type of Difficulty Early — Guided by Fair Assessment

A “difficult” employee can show up in many forms:

• Constant lateness

• Poor client service

• Negative attitude or gossiping

• Ignoring workplace protocols

• Misuse of products/equipment

• Insubordination

Before acting on assumptions, the Code of Good Practice stresses fair assessment and fact-finding. In a salon or spa environment, this means observing patterns, reviewing appointment logs, checking CCTV where appropriate, or speaking to colleagues. Documentation protects both the business and the employee, especially in industries where emotions can run high.

2. Address Issues Informally First — The Code Encourages Early Correction

The beauty industry runs on relationships. A stylist or therapist who feels heard is more likely to improve. The Code of Good Practice encourages employers to start with informal counselling or corrective guidance before jumping to warnings.

In practice, this looks like:

• A private conversation at a calm time

• Outlining the observed issue (e.g., rough handling of clients, lateness, or tension with coworkers)

• Allowing the employee to explain

• Agreeing on a solution or improvement plan

• Documenting the conversation respectfully

This respects the Code’s emphasis on progressive discipline and avoids creating unnecessary hostility in a creative workspace.

3. Use Progressive Discipline — A Core Principle of the Code of Good Practice

If informal conversations fail, the Code recommends progressive discipline. In the beauty industry, this is crucial to keep standards high while still giving employees a fair opportunity to improve.

Progressive steps include:

1. Verbal warning – For minor issues (lateness, dress code, small customer service issues).

2. Written warning – If the unacceptable behavior persists.

3. Final written warning – For serious or repeated misconduct.

4. Hearing and possible dismissal – Only after following due process.

When issuing warnings, always refer back to your salon policies, health & safety procedures, and client care protocols. These become your link to the Code of Good Practice because they show that rules were communicated clearly.

4. Maintain Consistency — A Requirement of the Code

The Code of Good Practice highlights consistency as a key element of fairness. In a salon setting, this means:

• Don’t discipline one stylist for lateness while ignoring another’s lateness.

• Treat all beauty therapists and support staff equally, regardless of personal relationships or seniority.

• Apply the same standards across branches if you have multiple locations.

Inconsistent application of rules can result in resentment, claims of unfair treatment, or even CCMA disputes.

5. Focus on Performance and Skills — Particularly Important in the Beauty Field

In the beauty industry, the quality of a service directly impacts your brand. If an employee is struggling due to skills gaps rather than misconduct, the Code of Good Practice states that the employer should first support them.

Support may include:

• Additional training (cutting, chemical application, massage techniques, customer care, hygiene standards)

• Shadowing a senior stylist or therapist

• Providing product knowledge training sessions

• Ensuring the employee has the right tools and equipment

If performance still doesn’t improve, the Code allows for a poor performance process, which includes formal warnings, a performance review plan, and ultimately a hearing if improvement doesn’t occur.

6. Manage Attitude and Client Interaction Issues with Clear Expectations

The beauty industry depends heavily on customer experience, and an employee with a negative attitude can damage the entire brand. The Code supports setting clear expectations so the employee understands what professional behavior looks like.

This may include:

• Greeting clients warmly

• Maintaining hygiene standards

• Respecting personal space

• Avoiding conflict on the salon floor

• Following booking systems and time management rules

When employees fall short, address it promptly and relate your conversations to the rules and service standards already given to them.

7. Handle Misconduct Formally When Needed — In Line With the Code

Some behaviors are too serious to treat informally. In the beauty industry, this includes:

• Theft of products or cash

• Assault or threatening behavior

• Intoxication at work

• Damaging equipment intentionally

• Gross insubordination

The Code of Good Practice requires a fair hearing, which means:

• Giving written notice of the allegations

• Informing the employee of their rights (representation, opportunity to state their case)

• Conducting the hearing with impartiality

• Considering evidence before deciding on the outcome

This prevents emotional decisions and ensures a legally sound process.

8. Promote a Healthy Workplace Culture — Prevention Is Better Than Discipline

The Code encourages employers to create systems that prevent issues, not just react to them. In the beauty industry, this can be done by:

• Having clear workplace policies

• Offering regular team meetings

• Holding customer service refreshers

• Encouraging staff to voice concerns early

• Rewarding positive behavior

• Building a culture of respect and teamwork

A strong culture makes it harder for “difficult behavior” to take root.

9. Document Everything — Essential Under the Code

Whether it’s performance issues, misconduct, or conflict, the Code of Good Practice emphasizes the importance of record keeping. In a salon, this protects you because the industry is client-driven, and disputes can easily escalate.

Document:

• Conversations

• Warnings

• Customer complaints

• Training provided

• Improvements or lack thereof

Good records show that you followed a fair process, which is vital during any labour dispute.

Balancing Professionalism and Compassion

Dealing with difficult employees in the beauty industry requires both leadership and empathy. The Code of Good Practice isn’t just a legal guideline—it is a practical framework that helps employers maintain professionalism, protect their business, and give employees a fair chance to improve.

By applying the Code in every decision - from counselling to warnings, to training, to hearings, you build a workplace where expectations are clear, service quality is protected, and discipline is always fair, consistent, and legally sound.