Grievance Handling

Meaning of Grievance

Role of Grievance System in Union-Management Relations

Importance of Grievance Redressal SystemLearning Objective

DefinitionDissatisfaction : arises when an Definition individual is not happy in his job & when the organization does not recognize the individuals goals.Complaint : when an individual discusses his dissatisfaction with other employees it becomes complaint.Grievance : is a sign of an employees discontent, either with the job or the organization.Conflict :Grievances lead to conflict if there is incompatibility in the goals & expectations of the management, those of the employee & of the union

GrievanceA sense of injustice

Alleged violation of the labour agreement

A complaint brought to the notice of the management

Expressed & Unexpressed GrievancesUnexpressedFelt but not communicated to ManagementExpressedFelt and communicated to managementThe unexpressed grievances are most dangerous.The grievance handling procedure must ensure to minimise percentage of unexpressed grievances.

Need For a grievance Procedure To create a healthy working climate

To provide a vent to employee frustration

Medium for upward communication

To ensure smooth functioning of the organization The very fact that the employees have a right to be heard and are actually heard helps to improve morale

Need for Grievance Redressal SystemAbsence of the system may lead to industrial unrest.If employee is not happy in the first level settlement he can go to 2nd level.Keeps a check on arbitrary actions & controls biased decisions.Helps in upward communication.Previous knowledge & experience can help management while formulating plans for expression.Helps in maintaining harmonious industrial relations

National Commission of Labor suggested a 6 - stage model procedure for grievance redressal I Stage Conveys Grievance to 1st Level of Superior Decision in 48 hrs.II Stage 2nd Level of Superior Decision in 3 daysIII Stage Grievance Committee - Decision in 7 days.IV Stage Employee & the department representative appeal to the management to review its decision - Decision in 7 daysV Stage Penultimate Stage Union discusses the issue & tries to bring settlement between employee & management. Decision in 7 daysVI Stage Settlement Stage Voluntary arbitration with help of 3rd party. Decision in 7 days.Grievance Redressal Procedure

Pre-requisites of Effective grievance Redressal systemPromptShould not just be for record sakeGrievance heard is half solvedEncourage the employees to expressTier system for RedressalCommunication is of vital significanceDeveloping mutual trust and faith

Grievance settlement for nonunion employeesNormally limited number of workersOpen-Door policyOmbudsmanLabour courts

Grievance settlement for Unionised employeesDesign the system in consultation with UnionsMulti tier time bound approach

Grievance Redressal system in Unionized companiesGrievance Redressal System in Non -unionized Companies like Wipro, Infosys, etc.Legislative aspects of Grievance Redressal Procedure Industrial Employment (Standing Orders ) Act, 1946 . - Indian Labour Conference,1957 guiding code of discipline. Legislative aspect of grievance handling

Industrial employment (Standing) Act,1946

Conflict Resolution7 different ways people respond to resolve conflict Avoidance :Less dominant party withdraws from conflictAccommodating : Differences are sorted out as the parties consider the importance of organizations performance.Win/Lose : One party takes an upper hand Arbitration : Outside party resolves conflict & issues a final decision on the conflict.Mediation : Mediator helps the 2 parties reach conciliation & reach settlement.Compromising : Bargaining is done to arrive at an intermediate acceptable position.Problem Solving : An open exchange of information takes place so that differences between both the parties can be resolved to achieve win win situation.

SummaryA grievance is a sign of an employees discontentment with job or his relationship with others.Effective Grievance Redressal Systems importance.Open door policy.Model Grievance Procedure.Conflict resolution by 7 different methods