DEALING WITH INSUBORDINATION IN THE HAIRDRESSING, COSMETOLOGY, AND BEAUTY INDUSTRY: UNDERSTANDING THE DIFFERENCE BETWEEN INSUBORDINATION AND INSOLENCE

The Hairdressing, Cosmetology, and Beauty industry thrives on creativity, passion, and excellent customer service. However, like any workplace, salons, spas, and skills development providers are not immune to disciplinary issues. One of the more challenging issues salon/spa owners and managers face is insubordination—and often, it is confused with insolence.

Understanding the difference between these two behaviours is crucial for maintaining a respectful and productive working environment, especially in a client-facing industry where teamwork and professionalism are everything.

What is Insubordination in a Salon Setting?

Insubordination in a salon or spa typically occurs when an employee refuses to follow a lawful and reasonable instruction from a manager, owner, or team leader.

Examples in the beauty industry:

• A hairstylist refuses to clean their workstation after being asked to do so.

• A therapist declines to attend a compulsory staff meeting or training session.

• An employee openly says, “I’m not doing that,” when assigned to a walk-in client.

This isn’t just disagreement—it’s a direct refusal to follow instructions, which can disrupt operations, damage morale, and harm client relationships.

What About Insolence?

Insolence refers to rude, cheeky, or disrespectful behaviour towards a superior or colleague. While the employee might still complete the task, their attitude can be toxic to the work environment.

Common examples in salons/spas:

• A nail technician responds to a correction from the manager with sarcasm: “Ja, because you’re always right, hey?”

• A hairstylist rolls their eyes when being asked to fix a client’s complaint.

• A junior assistant mutters under their breath after being assigned a less glamorous task like sweeping hair or washing towels.

Insolence is about tone and attitude—and while it may not disrupt work directly, it undermines respect and team unity.

Quick Comparison

Aspect	Insubordination	Insolence
Nature of conduct	Refusal to follow a lawful instruction	Disrespectful or cheeky behaviour
Focus	Action (or lack of action)	Tone, language, and demeanour
Industry examples	Refusing a task, ignoring a rota or schedule	Sarcasm, eye-rolling, mocking or sullen tone
Seriousness	Often grounds for disciplinary action	May be less serious but still needs addressing

 How to Handle These Behaviours in the Salon/Spa

1. Address issues promptly and privately

If an employee refuses to follow an instruction or speaks disrespectfully, don’t ignore it. Address it as soon as possible, ideally in a private setting to avoid public embarrassment and defensiveness.

2. Distinguish between stress and defiance

Salons/Spas can be high-pressure environments, especially during peak hours. Sometimes rudeness stems from stress, not actual insolence. Other times, refusal is rooted in burnout or poor morale. Take the time to understand the “why.”

3. Stick to clear expectations

Make sure staff understand their duties, responsibilities, and the standards of behaviour expected—both in the servicing areas and behind the scenes. Include these in contracts and policies and reinforce them during team meetings.

4. Document everything

Whether it’s a refusal to attend training, a confrontation over client allocation, or repeated cheeky comments, always record what was said, who witnessed it, and what steps you took.

5. Apply fair disciplinary steps

The South African Labour Relations Act requires that dismissals and disciplinary action be procedurally and substantively fair. Start with verbal or written warnings for minor offences but follow due process for serious or repeated misconduct.

6. Foster a positive salon culture

Encourage open communication, respect, and professionalism. Lead by example and reward good behaviour. A happy team creates a happy workplace and happy clients.

In the Hairdressing, Cosmetology, and Beauty industry, where your team is your brand, respect and professionalism are non-negotiable. Whether you're managing a boutique salon, a mobile beauty business, or a large spa franchise, knowing how to handle insubordination and insolence ensures that your workspace remains positive, efficient, and client-ready.

By setting clear expectations and addressing poor behaviour quickly—but fairly—you’ll not only protect your business but also nurture a team that takes pride in their work and respects one another.