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  1. 1. Grievance Handling
  2. 2. Learning ObjectiveMeaning of GrievanceRole of Grievance System in Union-Management RelationsImportance of Grievance RedressalSystem
  3. 3. DefinitionDissatisfaction : arises when an Definitionindividual is not happy in his job & when theorganization does not recognize the individual’sgoals.Complaint : when an individual discusses hisdissatisfaction with other employees it becomescomplaint.Grievance : is a sign of an employee’s discontent,either with the job or the organization.Conflict :Grievances lead to conflict if there isincompatibility in the goals & expectations of themanagement, those of the employee & of the union
  4. 4. GrievanceA sense of injusticeAlleged violation of the labouragreementA complaint brought to the notice ofthe management
  5. 5. Expressed & Unexpressed Grievances• Unexpressed – Felt but not communicated to Management• Expressed – Felt and communicated to management• The unexpressed grievances are most dangerous.• The grievance handling procedure must ensure to minimise percentage of unexpressed grievances.
  6. 6. 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”
  7. 7. Need for Grievance Redressal System Absence 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
  8. 8. Grievance Redressal Procedure 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 days III Stage – Grievance Committee - Decision in 7 days. IV Stage – Employee & the department representative appeal to the management to review its decision - Decision in 7 days V Stage – Penultimate Stage – Union discusses the issue & tries to bring settlement between employee & management. Decision in 7 days VI Stage – Settlement Stage – Voluntary arbitration with help of 3rd party. Decision in 7 days.
  9. 9. Pre-requisites of Effective grievance redressal system• Prompt• Should not just be for record sake• Grievance heard is half solved• Encourage the employees to express• Tier system for redressal• Communication is of vital significance• Developing mutual trust and faith
  10. 10. Grievance settlement for nonunion employees• Normally limited number of workers• Open-Door policy• Ombudsman• Labour courts
  11. 11. Grievance settlement for Unionised employees• Design the system in consultation with Unions• Multi tier time bound approach
  12. 12. Grievance Redressal systerm in UnionisedcompaniesGrievance Redressal System in Non -unionizedCompanies like Wipro, Infosys, etc.Legislative aspects of Grievance RedressalProcedure – Industrial Employment (Standing Orders ) Act,1946 . - Indian Labour Conference,1957 – guiding code ofdiscipline. Legislative aspect of grievance handling Industrial employment (Standing) Act,1946
  13. 13. Conflict Resolution7 different ways people respond to resolve conflictAvoidance :Less dominant party withdraws from conflictAccommodating : Differences are sorted out as the partiesconsider the importance of organization’s performance.Win/Lose : One party takes an upper handArbitration : Outside party resolves conflict & issues a finaldecision on the conflict.Mediation : Mediator helps the 2 parties reach conciliation &reach settlement.Compromising : Bargaining is done to arrive at an intermediateacceptable position.Problem Solving : An open exchange of information takes placeso that differences between both the parties can be resolved toachieve win – win situation.
  14. 14. Summar yA grievance is a sign of an employee’sdiscontentment with job or his relationshipwith others.Effective Grievance Redressal System’simportance.Open door policy.Model Grievance Procedure.Conflict resolution by 7 different methods