05/08/2026
“Was this query really necessary?” 🤔
A few years ago, a customer walked into an office just as one of the staff members was about to go on lunch break.
Although it was officially her break time, she politely attended to the customer because no one else was immediately available. Helping the customer took about 20 minutes, so she returned from lunch later than expected.
The next morning, she was handed a query for “returning late from break and failing to observe official working hours.”
She tried to explain that she had stayed back to ensure the customer wasn’t left unattended, but the decision had already been made.
It got me thinking…
Should every mistake—or perceived mistake—automatically result in a query?
Sometimes, a simple conversation can reveal the real reason behind an employee’s actions. Not every situation is an act of indiscipline; some are acts of commitment that deserve understanding.
As leaders or HR professionals, balancing accountability with empathy is what builds trust and a healthy workplace culture.
What do you think?
* Did the staff deserve the query?
* Or should the supervisor have had a conversation first before issuing one?
I’d love to read your perspective in the comments.