Grievance handling and grievance procedure

Grievance Handling & Grievance Procedure

Krishantha Jayasundara(BA.UOP/PQHRM.IPM/NDTHRD.IPM.Following)

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Grievance

• Any negative factor related to

Wages Hours of Work Working Conditions

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Grievance

Expressed

Implied

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Grievance

Imagined

Real

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Definitions-Grievance

• An official statement of a complaint over something believed to be wrong or unfair.

(http://www.oxforddictionaries.com/definition/english/grievance)

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Definitions-Grievance

• 1. a real or imaginary wrong causing resentment and regarded as grounds for complaint

• 2. a feeling of resentment or injustice at having been unfairly treated

(HTTP://DICTIONARY.REFERENCE.COM/BROWSE/GRIEVANCE)

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Importance of Grievance Handling

Dissatisfaction of a Worker

Dissatisfaction of many workers

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Frustration and Perception of Unfair Treatment

Strikes/Slow down/ Unproductivity

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It affects

Good interpersonal relationships

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It affects

Trust on the management

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It affects

Employees’ Morale

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It can cause

Employee unrest

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Can you think of something more?

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Things to Know

A grievance can be real or imagined

To become a grievance it needs not to be expressed

Need not be true

It causes a feeling of injustice

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Legitimate Grievance

Imagined Grievance

Political Grievance

Types of Grievance

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Grievance Rate

Number of written grievance per Year Total Number of Employees

x 100

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Causes of Grievances

Contract Terms

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Working Conditions

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Unsatisfactory Pay

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Ineffective Pay

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Lack of Participation

in Management

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Irresponsible Employees

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Interpersonal Issues

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Lack of Communication

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Environment of Distrust or non-confident

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Improper HR Practices/Policies

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Improper HR Practices/Policies

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Organizational Culture

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Incompetency of Employee

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To improve human relations

Objectives of Grievance Handling

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To improve morale and motivation

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To enhance productivity

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To enhance organizational Image

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To prevent accidents and improve safety

standards

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To establish good HRM practices

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To identify hot spots

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To improve communication

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To ensure speedy solutions for grievances

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Grievance Handling Procedure

1. Define and describe 2. Collect the facts – how, when, where, why 3. Establish tentative solutions4. Check on the validity of tentative solutions5. Apply the solution6. Follow up on the case

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Grievance Handling Interview

Listen

Clarify Act

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Stage 01-Listen

Welcome the person

Assure the fair hearing

Get the grievance off

his chest

Show interest to his story

Make notes of important

areas

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Stage 02 - Clarify

Re-state the grievance in your words

Get his agreement on

that

Make corrections if

any

Obtain further clarifications

Avoid unpleasant arguments

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Stage 03 - Act

Give your decision

Reason out well

Indicate clearly what you

intend to do

Don’t give promises you

can’t keep

Give the feeling of comfort

Preventing is better than curing

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Preventing Grievances

Identify possible grievances

Exit Interview

Attitude Surveys

Complaints Box Observation

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Exit Interview

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Exit Interview

People resign due to

dissatisfaction

Knowing exactly why they leave

They spell out the real truth

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Attitude Survey

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Attitude Surveys

Questionnaires Interviews

Anonymous feedback

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Complaint Box

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Complaint Box

Comfort to complainants

Should not be kept in public

places

Be mindful of the misguiding

information

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Observation

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Observation

Identify the inner feelings of people through behaviour

Observe facial expressions

Overhear the conversations

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Leadership & Management

Grievance handling and grievance procedure