Grievance Handling PPT

1. GRIEVANCE HANDLING:
 The primary purpose of a
grievance procedure is to:
 channel conflict into an
institutionalized mechanism for
peaceful resolution
 enable employees to complain
with dignity knowing that there is
a system of appeals leading to an
impartial decision-maker;


2. Dissatisfaction, Complaint
and Grievance
 Dissatisfaction leads to complaint
 Complaint becomes a Grievance when
it is formally taken up with the
Management for redressal
 Failing to get promotion, denial of pay
hike etc., make the employee feel
dissatisfied eventually leading to
grievance

3. What is a Grievance?
 An employee’s formal expression of
disagreement arising from or relating
to issues such as:
– Discrimination
– Non sanctioning of leave
– A decrease in salary
– A demotion

4. Causes of Grievances
 Dissatisfaction over compensation,
incentives etc.,
 Denial of promotion or transfer
 Unpleasant relations with superiors or
colleagues
 Unhealthy or harmful working
conditions
 Denial of leave, other benefits

5. Benefits of Grievance
redressal procedure
 Employee frustration, poor performance and industrial
unrest
 Employee has alternative level for settling grievance
 Acts as a check on arbitrary action
 Free upward communication enabling top
management to be aware of the problems or
frustration
 Past cases to act as guidance for policy formulation
 Harmonious IR

6. Steps in Grievance
redressal procedure
 As per the Model Prescribed by National
Commission on Labour, there are 6 stages in
Grievance Redressal Procedure
 Oral representation to supervisor
 If supervisor fails to respond within 48
hours employee approaches head of the
department by filling up the prescribed form

7. Steps in Grievance
redressal procedure
 At this second stage Departmental
head plays a role in grievance
redressal and he has 3 days to settle
the grievance
 If he fails to reach a settlement within
3 days Grievance is referred to the
third level - Grievance Committee

8. Steps in Grievance
redressal procedure
 At the Grievance Committee level, time limit is 7
days for a settlement .If the decision is unanimous,
Management has to implement the decision
 Otherwise, Management has 3 days to take a
decision. In case of a failure to reach a settlement,
the grievance goes to 4th stage
 At the 4th stage employee and the departmental
head request the management to review its
decision. Management has 7 days time to review its
decision. If there is no change in the decision,
grievance is referred to the Union

9. Steps in Grievance
redressal procedure
 At this 5th stage union discusses the
issue and tries to reach a settlement
between Management and the
aggrieved employee. In case the
Union fails to reach a settlement, the
grievance goes to the last stage (VIth
stage)

10. Steps in Grievance
redressal procedure
 At the final and 6th stage, a settlement is
reached through Arbitration by a third party,
normally a Conciliation officer from the
State Labour department. This process
should be completed within 7 days
 The level at which grievance is settled
indicates the Industrial relations atmosphere
and the culture of the organization

11. Grievance Redressal in
unionized organizations
 At the first level grievance is referred to supervisor
 If the grievance is not settled by the supervisor, the
grievance is referred to the Departmental head who
is required to give his decision
 If the decision is not acceptable to the employee,
the grievance is referred to the Grievance
Committee comprising of both management and
union representatives
 If the Committee’s decision is not acceptable to the
employee, the grievance is referred to the Arbitrator
whose decision is final and binding

12. Conflict Resolution
 Unresolved grievances lead to conflict
 Incompatibility between Management
and the employees’ goal normally lead
to grievances and eventually to conflict
situation
 Conflict has both positive and negative
impact on the organization
 Constructive conflict

13. Different ways of conflict
resolution
 Avoidance- Less dominant party withdraws
 Accommodating-Sacrificing own interests to
reach amicable settlement
 Win/lose- One party takes an upper hand
 Arbitration- Outside party takes decision
 Mediation- Outside party helps for a solution
 Compromising- Bargaining for acceptable
position by making a few compromises
 Problem solving- Open discussion for a win
win solution