What is malicious compliance?

Malicious compliance is when an employee follows company rules despite knowing that doing so won’t produce the desired results. In other words, they use the company’s own rules against it. Compliance means adhering to regulations set by an organization or a governing body. Most employees typically understand and follow the spirit of the rules. However, some may intentionally stick to a literal interpretation of regulations to create disruptions. 

Determining malicious compliance often depends on the employee’s intention for the behaviour.  Strictly following rules is typically not malicious compliance unless the employee means to cause harm. This behaviour generally comes from employees who are upset with the company or their managers and seek revenge. While they stay within legal boundaries by following the rules, their actions can still harm the company.

Examples of malicious compliance

The examples below illustrate how following rules too literally can sometimes weaken their intended purpose, leading to inefficiencies, frustration, and malicious compliance.

Following exact orders

An employee’s manager tells them to “stop working on tasks after 5 p.m.” The employee might leave unfinished tasks at the end of the day, even when a quick fix could solve a problem, knowing this action will delay projects.

Strict receipt policies

A store’s policy instructs customer service representatives to only give refunds when customers provide a receipt. When a regular customer comes in with proof of purchase but without a receipt, the representative might refuse the refund, knowing this strict adherence will annoy managers and customers and go against the spirit of good service.

Dress code enforcement

A company enforces a strict dress code requiring “formal attire at all times.” In protest, employees might show up in tuxedos and evening gowns, technically complying with the rule but making a point about its impracticality.

Office supplies limitation

A manager mandates that employees only request office supplies once monthly to save costs. In response, employees might request more supplies than necessary at the start of each month, leading to excess inventory and waste.

Mandatory overtime

An employer demands that all employees must work overtime on a project. A team member might comply with the rule but work inefficiently during these hours, stretching simple tasks over long periods and reducing productivity.

Strict time logging

A company requires employees to log every minute of their working day in a time-tracking system. In response, an employee might log everything from bathroom breaks to casual conversations, creating a cumbersome and exaggerated record that mocks the purpose of time tracking.

Following the exact recipe

In a restaurant, the chef’s instructions are to follow a standardized recipe without deviation. Knowing that a particular ingredient is out of season and subpar, the chef might still use it, resulting in a dish that follows the recipe but falls short of quality expectations.

Strict return policies

A store implements a policy that only accepts returns within 30 days. Employees might take this so literally that they refuse to accept returns for defective products on the 31st day, leading to customer dissatisfaction and bad reviews.

Attend all meetings

A manager insists that every employee must attend all scheduled meetings, regardless of relevance. Employees might attend but remain silent and disengaged, knowing their participation is purely procedural and adds no value.

Reasons for malicious compliance

There are several reasons why employees may engage in malicious compliance, such as:

Unfair treatment

Malicious compliance often begins when employees receive unfair orders and feel a sense of injustice. This treatment can make employees resentful, and they might follow the orders literally, knowing that doing so will lead to negative outcomes. Malicious compliance typically happens because of poorly thought-out company policies. Employees who perceive unfair treatment may seek revenge against the company by engaging in this behaviour.

Blind obedience

When companies value blind obedience over critical thinking, they can accidentally encourage malicious compliance. Employees might fear punishment if they question policies, so they follow them without thinking about the result. This culture can prevent innovation and creativity because people become more focused on sticking to the rules than finding the best solutions.

Policymaker disconnect

Another potential cause is the gap between those who make policies and those who follow them. When policymakers don’t consult frontline employees, policies might not consider real-world situations and be susceptible to abuse. Employees who feel excluded from decision-making might engage in malicious compliance to quietly resist or protest.

Metrics focused

Organizational policies focusing too much on metrics like key performance indicators (KPIs) can encourage malicious compliance. When companies measure success only in terms of hitting targets, employees might concentrate on meeting quotas rather than using good judgment or making ethical decisions. This behaviour can lead to employees cutting corners or acting unethically to meet targets while still technically following company policies.

How to prevent malicious compliance

Handling employees who engage in malicious compliance can be challenging. While it’s generally impossible to eliminate these incidents entirely, adopting good management practices can help reduce them. The following tips can help you prevent these situations from happening in your workplace.

Listening to your employees

Malicious compliance frequently occurs when employees feel ignored or disrespected. If something is affecting their performance, listening to their concerns can be beneficial. Creating an environment where employees know that management will listen to their issues encourages employees to discuss their problems without worrying about reprimand. Understanding their views and working together to find a solution that benefits everyone is a potential solution for the company and its employees.

Regularly reviewing policies

Regularly assess your company’s rules and regulations to identify any clauses that may negatively impact employee morale or fail to benefit the organization. Revising these rules can eliminate any problematic clauses. Engage all stakeholders, including frontline employees, in this review process to address potential issues and ensure policies align with the company’s goals and values. Neglecting this can lead to malicious compliance and higher employee turnover. 

Trusting your team

Companies can thrive by trusting their employees. Consider avoiding unreasonable policies that unfairly penalize employees, such as docking pay for being a few minutes late or leaving early for a valid reason. Valuing employees as the company’s greatest asset can contribute to its success.

Communicating clearly

Clearly explain your policies to your team, including the reasons behind them. Being transparent can help employees understand and support these rules, reducing the chances of malicious compliance due to confusion or frustration.

Empowering employees

Encourage empowerment and flexibility by allowing employees to use their discretion and judgment rather than sticking to strict rules. Promoting a culture that values autonomy can foster open communication between staff and management.

Building an ethical foundation

Create an ethical framework for policies that focus on principles over strict rule-following. Encourage employees to raise ethical concerns, ensuring they feel confident that management will address issues quickly and fairly.

Rewarding problem solving

Reward employees for using critical thinking and problem-solving skills to show your appreciation. This approach can promote a culture of innovation and continuous improvement.

Malicious compliance can occur when employees strictly follow rules to cause disruptions. This behaviour can negatively impact morale and productivity and lead to unhappy customers. Organizations can mitigate the risks of malicious compliance by understanding its causes and implementing effective management practices—such as clear communication, regular policy reviews, valuing employee input and fostering a supportive, ethical work environment. Encouraging a culture of trust, empowerment and continuous improvement can help prevent these issues and promote a healthier, more productive workplace.