How to Handle Employees that Ask Too Many Questions

It's normal for HR to handle questions from employees, but what's not normal is dealing with an employee who asks too many questions. As an HR professional, you have a lot of responsibilities other than answering employee questions all day. How do you handle this issue?

If only it's as simple as telling the employee to go back to their desk and do their job. You could do that, but let's say, there's a different approach. Please take a minute to ask yourself why are they asking questions in the first place. The employee cares about their job because if they don't, they would not ask questions at all.

It's always wise to try and understand why the employee asks these questions.

The employee does not understand the process or protocol.

What if the employee does not understand specific procedures or protocol? If that is the case, then the questions should be right. You need your workers to know what they are doing.

Once an employee understands what they are doing and why, they are more likely to be engaged in their duties. The best way for employees to resolve their concerns is to ask questions.

Some process information differently and these people need to know as much information as possible before they can make decisions or fully understand what they need to do. HR needs to understand that this is a positive attribute as it shows the employee wants to take care before taking action.

The employee always interrupts meetings with questions.

If you notice that an employee always asks too many questions during staff meetings, you should consider scheduling a standing meeting with the employee. The meeting should be one-on-one, and after the staff meetings, so they can ask every question that needed to be answered.

Even a short meeting, maybe five to ten minutes long, could resolve the employee's concerns and give them the information they need to do their job and be productive.

The employee asks questions that are too basic.

You probably wonder if an employee keeps asking basic questions, they might not be qualified for the job. It is a possibility, so it is wise to have a conversation with them.

Let them know that you are worried that they are asking questions about subjects that you expected them to know before starting their job. Ask them what they need to be successful at their job.

You can provide the employee with training or put them on a performance improvement plan, if appropriate. You should check in with them regularly and do not take action against them just because of their questions. It could be their way of working through the process. All you need to do is focus on their performance and work product.

A short meeting could help the employee to address their concerns.

The employee does not like the new protocol; asking questions is their way to criticise it.

Sometimes, the company will introduce a new protocol or procedure, and of course, not everyone is a fan of it. Some employees will ask questions to address the protocol's flaws, but they will never admit that they do not like the protocol.

The best way to respond to this is if you assume that this is the employee's motivation, you risk dismissing the legitimate concerns of an employee who is engaged enough to ask questions. Organisations need employees who question processes.

As an HR professional, you need your employee's perspective, especially if they are the ones who will carry out the process. Your clients and customers are diverse in background, knowledge and thought processes, just like your employees. Listening to your employees is a proactive way to address potential concerns from clients and customers.

The right solution is to treat your employee's questions seriously. Take the time to answer their questions and follow up to see if they have any concerns in a few days. If they do not trust the management, take them seriously and follow through with diligence. This will help to build trust and show them that you value their input.

Everybody has different ways to process information. Therefore it is best to welcome questions, take the employee seriously and always listen to their feedback.

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