A grievance is any dissatisfaction or feeling of injustice having connection with one’s employment situ­ation which is brought to the attention of management. Speaking broadly, a grievance is any dissatisfac­tion that adversely affects organizational relations and productivity. To understand what a grievance is, it is necessary to distinguish between dissatisfaction, complaint, and grievance.

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

2. Grievance
• Any negative factor related to
Wages Hours of Work Working
Conditions
2

3. Grievance
Expressed
Implied
3

4. Grievance
Imagined
Real
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5. • 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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6. • 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
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7. Importance of Grievance Handling
Dissatisfaction of a
Worker
Dissatisfaction
of many workers
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8. Importance of Grievance Handling
Frustration and
Perception of Unfair
Treatment
Strikes/Slow down/
Unproductivity
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9. Importance of Grievance Handling
It affects
Good interpersonal
relationships
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10. Importance of Grievance Handling
It affects
Trust on the
management
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11. Importance of Grievance Handling
It affects
Employees’
Morale
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12. Importance of Grievance Handling
It can cause
Employee
unrest
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13. Can you think of something
more?
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14. 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
14

15. Legitimate
Grievance
Imagined
Grievance
Political
Grievance
Types of Grievance
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16. Grievance Rate
Number of written grievance per Year
Total Number of Employees
x 100
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17. Causes of Grievances
Contract
Terms
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18. Causes of Grievances
Working
Conditions
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19. Causes of Grievances
Unsatisfactory
Pay
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20. Causes of Grievances
Ineffective
Pay
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21. Causes of Grievances
Lack of
Participation
in
Management
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22. Causes of Grievances
Irresponsible
Employees
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23. Causes of Grievances
Interpersonal
Issues
23

24. Causes of Grievances
Lack of
Communication
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25. Causes of Grievances
Environment
of Distrust or
non-confident
25

26. Causes of Grievances
Improper HR
Practices/Policies
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27. Causes of Grievances
Improper HR
Practices/Policies
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28. Causes of Grievances
Organizational
Culture
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29. Causes of Grievances
Incompetency
of Employee
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30. To improve human relations
Objectives of Grievance Handling
30

31. Objectives of Grievance Handling
To improve morale
and motivation
31

32. Objectives of Grievance Handling
To enhance
productivity
32

33. Objectives of Grievance Handling
To enhance
organizational Image
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34. Objectives of Grievance Handling
To prevent accidents
and improve safety
standards
34

35. Objectives of Grievance Handling
To establish good
HRM practices
35

36. Objectives of Grievance Handling
To identify hot
spots
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37. Objectives of Grievance Handling
To improve
communication
37

38. Objectives of Grievance Handling
To ensure speedy
solutions for
grievances
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39. Grievance Handling Procedure
1. Define and describe
2. Collect the facts – how, when, where, why
3. Establish tentative solutions
4. Check on the validity of tentative solutions
5. Apply the solution
6. Follow up on the case
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40. Grievance Handling Interview
Listen Clarify Act
40

41. 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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42. 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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43. 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
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44. Preventing is better than curing
44

45. Preventing Grievances
Identify possible grievances
Exit
Interview
Attitude
Surveys
Complaints
Box
Observation
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46. Preventing Grievances
Identify possible grievances
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47. Exit Interview
People resign
due to
dissatisfaction
Knowing
exactly why
they leave
They spell out
the real truth
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48. Preventing Grievances
Identify possible grievances
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49. Attitude Surveys
Questionnaires Interviews
Anonymous
feedback
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50. Preventing Grievances
Identify possible grievances
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51. Complaint Box
Comfort to
complainants
Should not be
kept in public
places
Be mindful of
the misguiding
information
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52. Preventing Grievances
Identify possible grievances
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53. Observation
Identify the inner
feelings of people
through behaviour
Observe facial
expressions
Overhear the
conversations
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54. Visit me on
Krishanthajayasundara.branded.me
Find me on
Linkedin
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