Dear Denise – Your HR Agony Aunt | Edition 11: Phone use getting out of hand

When an employee uses their phone frequently during work hours, it can be difficult for employers to handle the issue whilst trying to balance the line of privacy.

This month’s Dear Denise – HR Agony Aunt from BeyondHR looks at how employers should approach a situation where an employee’s mobile phone is taking priority over their work. Denise Donnelly, Senior HR Consultant with over 20 years’ experience, gives her insights on why an informal conversation should usually come first and whether a disciplinary or performance process should be followed.

Dear Denise, 

Recently one of our reliable employees has not been hitting targets and we have noticed that they have been on their phone during working hours more than normal.

We have not asked many questions as we don’t want to interfere with their personal life, although their attitude and behaviour is affecting their performance.

We don’t want to ignore the issue, but we also don’t want to make things more difficult than it has to be, especially since the employee is normally very reliable.

What is the best way to approach this, and if it continues when should it become a disciplinary issue?

Business Owner, Renfrew 

Dear Business Owner, 

When a reliable employee suddenly becomes unproductive, I would recommend addressing the issue informally first.

Your first step should be to monitor their phone usage to gather the facts before speaking to the employee.

Start With Monitoring Their Phone Usage

Keep a record of how frequently the employee is using their phone in the workplace as well as reviewing their performance.

Depending on the employee’s job, perform a risk assessment to ensure that their phone usage does not become a distraction. An example of this would be an employee using their phone while driving or while operating machinery or medical equipment, putting themselves or others at risk.

Speak With The Employee Informally

Initially, you should have a private meeting with the employee to gain a better understanding of their current situation and how you can help them. This is the best way to start an informal process.

During this meeting, explain that you have noticed a change in their productivity levels and that they are making mistakes that they usually wouldn’t make. Mention you have noticed they are using their phone more frequently during the working day. Depending on their response, offer support if required and explore ways to work together to get their performance back on track, whilst reminding the employee of the company policy regarding phone usage in the workplace.

It’s also worth noting, you should discuss options with the employee to help them improve their productivity at work through reasonable adjustments or giving them a work phone.

When Should It Become Formal?

If the employee’s persistent misuse continues despite an informal discussion, appropriate support, and alternative solutions have been explored, it may be necessary to take a more formal approach.

At that stage, you should follow your organisation’s policy and procedures on phone usage. Clearly explain the concerns, required improvements, offer support where appropriate and outline expectations moving forward and possible consequences if improvement is not achieved. 

You should go through a performance management process with the employee and then potentially a disciplinary process if it’s a conduct issue.

Companywide Memo

Finally, I would recommend sending out a companywide memo to remind everyone about mobile phone policies in the organisation including where the phone can be used, when is appropriate for phone usage and what the exceptions are around this.

The reminder of the guidelines should outline the consequences of breaches of the policy.

Kind Regards,

Denise 
Your HR Agony Aunt at BeyondHR 

Have an HR question you’d like Denise to answer?  

If you have an HR issue in your business you would like an answer to, send it to denise@wegobeyondhr.com for the chance to be featured in a future Dear Denise column. All submissions will remain anonymous. 

For confidential advice tailored to your business, call the BeyondHR team on 0800 111 4461.