Human resource management

1. 1
COMPLAINT MANAGEMENT AND
GRIEVANCE’S HANDLING

2. Discipline and Grievances
• Discipline is a ‘Management’s Complaints’ against
an employee.
Grievance is an ‘Employee’s complaint’ against
management.

3. Why Disciplining Employees?
 Employees experience conflict at work and sometimes
break the rules.
 It then becomes your job to minimize the conflict and
get things going back on track.
 Disciplinary policies and actions play the prime role in
prohibiting unwanted employee behaviors.

4. Definition of Complaint

5. Complaint
Improveme
nt
Satisfied
Customer
Improved
Business

6. Is a complaint a gift? Why?
 Complaints are gift packages waiting to be opened because they:
 Are given freely
 Are not solicited by the recipient organization
 Are unexpected…they come as a surprise
(usually)

7. The customer’s needs when they complain
 The customer has 2 separate needs when complaining-
 needs relating to the complaint
 needs as individuals and
 Example 1
 Complaint – the product is not working as expected
 underlying message – I don’t understand the new technology, I need help
 Example 2
 Complaint- I was disappointed with the service during my last visit
 Underlying message – I am testing the value you place on my loyalty to your
business

8. Different Types of Complainer

9. Types of Complainers
 They openly
display their
anger
 They can be
intimidating
 They want
and need to
be noticed
 They don’t say
anything; they
simply don’t
return
 They pass on the
bad news to
others
 They make up the
majority of
unhappy
customers or
 They are full of
useful ideas for
change
 They address their
problem to the
business in a calm
rational manner
 They allow an
organization to see
and ‘repair’
problems

10. Case study 1
 Mr . Perera has complained about his promotion situation he
was not given specific tasks as the manager is not fair . Could
not prove him self for the last 10 years
 Manager has produced a performance evaluation forms for
10 year..
 How would you resolve this ?

11. Rita has complained about a sexual harassment by
her supplier ?

12. The Process
L
Listen Attentively
A
Apologize & Empathize
S
Solve the issue on hand
(Solution provided)
T
Thank the Guest

13. Behaviors to Avoid …
• Forceful hand
gestures
• Entering
guest’s
personal
space
• Defensive
body
language
• Raising your
voice
• Bad language
• Confrontation
al situations

14. Solving complaints
Win - Win
our guests are happy and
so is the Management….. 

15. Grievance Handling
 Grievance handling is the management of employee
dissatisfaction or complaints (e.g. favoritism, workplace
harassment, or wage cuts).
 By establishing formal grievance handling procedures, you
provide a safe environment for your employees to raise
their concerns. You also create a channel to explain your
policies and rationale for actions or decisions.
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16. 16
What is
grievance?
A grievance is any dissatisfaction or
feeling of injustice having connection
with one’s employment situation
which is brought to the attention of
management.

17.  Dissatisfaction – is anything that disturbs any employee,
whether or not the unrest is expressed in words.
 Complaint – is a spoken or written dissatisfaction brought to
the attention of the supervisor or the shop steward.
 Grievance – is a complaint that has been formally presented
to a management representative or to a union official.
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18. 18
Four (4) Key Features of a Good
Grievance Handling Procedure by
Torrington and Hall
1. Fairness
2. Facilities for Representation
3. Procedural Steps
4. Promptness

19. What are the reasons for a grievance ?
Discuss
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20. Employee Grievance Handling – Six (6) Main Objective
 To enable the employee to air his/her grievance.
 To clarify the nature of the grievance.
 To investigate the reasons for dissatisfaction.
 To obtain, where possible, a speedy resolution to the problem.
 To take appropriate actions and ensure that promises are kept.
 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
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21. The Crucial “W”s of Grievance
Investigations
Who
When
Where
What
Why

22. Crucial “W”s (cont.)
WHO is involved
WHEN did it happen
WHERE did it happen
WHAT happened (EXACTLY)

23. Crucial “W”s Continued
WHY is it grievabl
WHEN must the grievance be filed
WHAT are the deadline dates
WHAT must be done to make the grievant
WHOLE

24. Grievance Identification Techniques
Observation
s
Grip Boxes
Exit
Interview
Open Door
Policy

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THANK YOU