Grievance handling


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Grievance handling

  1. 1. 2013
  2. 2. What is Grievance ?What is Grievance ? • Grievance is “any discontent or“any discontent or dissatisfaction, whether expressed or not,dissatisfaction, whether expressed or not, whether valid or not, arising out of anythingwhether valid or not, arising out of anything connected with the company which anconnected with the company which an employee thinks, believes or even feels to beemployee thinks, believes or even feels to be unfair, unjust or inequitable.”unfair, unjust or inequitable.”
  3. 3. CAUSES for GrievanceCAUSES for Grievance
  4. 4. Need for Grievance ProcedureNeed for Grievance Procedure 1. Management can know the employees’ feelingsemployees’ feelings and opinionsopinions about the company’s policies andpolicies and practices.practices. 2. It keeps a check on the supervisor’s attitudesupervisor’s attitude and behaviorbehavior towards their subordinates. 3. Employee gets a chance to ventilate his feelingsventilate his feelings 4. Build good moralegood morale, maintains code of discipline.discipline. 5. Brings uniformityuniformity in handling grievances. 6. It develops faithfaith of employees. 7. Reduces personality conflictspersonality conflicts. 8. Provides judicial protectionjudicial protection to the employees.
  5. 5. Processing of GrievanceProcessing of Grievance – Primary Stage (Supervisor) – Intermediate Stage (Group head) – Organization Level (Management head) – Third Party Mediation (Legal authorities)
  6. 6. Errors in processing of GrievanceErrors in processing of Grievance 1. Stopping too soon in the search of facts 2. Expressing a management opinion prior to the time when all pertinent facts have been discovered 3. Failing to maintain proper records 4. Resorting to executive fiat or orders instead of discussion and conference to change minds 5. Setting the wrong grievance a mistake which may in turn produce a second new grievance.
  7. 7. Objectives of a Grievance HandlingObjectives of a Grievance Handling ProcedureProcedure a) To enable the employee to air his/her grievance. b) To clarify the nature of the grievance. c) To investigate the reasons for dissatisfaction. d) To obtain, where possible, a speedy resolution to the problem. e) To take appropriate actions and ensure that promises are kept. f) To inform the employee of his or her right to take the grievance to the next stage of the procedure, in the event of an unsuccessful resolution.
  8. 8. Steps in Grievance HandlingSteps in Grievance Handling ProcedureProcedure Acknowledge Dissatisfaction Define the Problem Get the Facts Analyze and Decide Follow up
  9. 9. Benefits of a Grievance HandlingBenefits of a Grievance Handling ProcedureProcedure 1. It encourages employees to raise concerns without fear of reprisal. 2. It provides a fair and speedy means of dealing with complaints. 3. It prevents minor disagreements developing into more serious disputes. 4. It saves employers time and money as solutions are found for workplace problems
  10. 10. Organization IncidentOrganization Incident • When:When: On 23rd September 1983 • How many:How many: A few hundred employees • Of:Of: Taj (Bombay) • Did what:Did what: expressed their unhappiness • By:By: setting fire to a few sofas in the lobby, breaking furniture and shouting anti- management slogans. • Owner:Owner: J.R.D. Tata • Reason:Reason: Management communications problem
  11. 11. Organization Incident (contd.)Organization Incident (contd.) • HR team:HR team: Provided an effective, internal channel for grievance anticipation and counseling. • Effects:Effects: Employee attrition reduced and customer satisfaction improved. • J.R.D:J.R.D: “I agree with your diagnosis. One lesson I have learnt through 50 years of working with people is that there are no union problems… only management problems.”