The document outlines grievance procedures for handling employee dissatisfaction in the workplace. It defines a grievance as any discontent or dissatisfaction experienced by an employee related to their job. Grievances can be factual, imaginary, or disguised. Common causes of grievances include poor working conditions, unfair management policies, and personal issues. Left unaddressed, grievances can negatively impact productivity, employee morale, and managerial strain. The document recommends establishing a formal grievance handling procedure to clarify issues, investigate their causes, make appropriate decisions, and ensure timely resolution. It provides examples of open-door policies, step-ladder processes, and model procedures involving escalation to higher levels of management and external arbitration if needed

1. GRIEVANCE &
ITS HANDLING PROCEDURE

2. GRIEVANCE
Grievance
Discontentment
Or
Dissatisfaction
Employees
Related to
Enterprise
(Where he is working)
Long hours of working,
Unfair treatment,
Poor working facilities,
Poor Salaries…. etc.

3. A “grievance” means any discontentment or
dissatisfaction in an employee arising out of
anything related to the enterprise where he is
working.

4. FORMS OF GRIEVANCES
FACTUAL
IMAGINARY
DISGUISED
•When the legitimate needs are not
fulfilled.
•Employee dissatisfied with his job
for genuine reason.
•Ex- Breach of terms of employment..
…etc
•When an employee’s grievance
occurs due to wrong perception,
wrong attitude or wrong
information… etc
•When the dissatisfaction reason are
unknown by the employee(himself).
•This may be because of pressures &
frustrations that an employee is
feeling from other directions.
•The manager have to detect it &
solve it by counseling procedure.

5. IDENTIFYING GRIEVANCES
EXIT
INTERVIEW
•Employees usually quit organization
or better prospects elsewhere.
•Exit interview, if conducted
carefully, can provide important
information about employees’
grievances.
GRIPE BOXES
•These are boxes in which the
employees can drop their
anonymous complaints.
•These are different from
suggestion boxes( drop
suggestion with intention to
receive reward).
OPINION
SURVEY
•Through Group meetings,
periodically interviews with
employees, collective
bargaining sessions… etc
OPEN-DOOR
POLICY
•General invitation to their
employees to informally drop
in the manager’s room
anytime & talk over their
grievances.
OBSERVATION

6. CAUSES OF GRIEVANCES
FROM
WORKING
CONDITIONS
FROM
MANAGEMENT
POLICY
FROM PERSONAL
MALADJUSTMENT

7. FROM WORKING CONDITIONS
Lack of Job Specification( improper matching of the worker
with the job).
Changes in Schedules or Procedures.
Poor Working Facilities(Non-Availability of proper tool,
machines & equipments for doing work.. etc).
Poor Working Environment.
Tight Production Standards(Strict rules, Mandatory target
achievement.. Etc).
Poor relationship between employer & employees.. etc

8. FROM MANAGEMENT POLICY
Remuneration (wage payment & job rates).
Leave
Overtime
Promotion
Transfer
Disciplinary action
Lack of role clarity
Lack of employee development plan… etc

9. FROM PERSONAL
MALADJUSTMENT
Over –Ambition
Excessive Self – Esteem
ImpracticalAttitude
Short Tempered

10. EFFECTS OF GRIEVANCE
On
PRODUCTION
•Low Production Quality
•Low Productivity Quality
•Increase in the wastage of
material,sopilage/leakage of
machinery
•Increase in Cost of production
per unit.
On
EMPLOYEES
•Increase the rate of Absenteeism
•Reduces the level of
commitment, sincerity &
punctuality.
•Increase the incidence of
accidents.
•Reduces the level of employee
morale… etc
On
MANAGERS
•Strains the superior sub-ordinate
relations.
•Increase the degree of supervision,
control & follow-up.
•Increase in discipline cases…. etc

11. NEED/OBJECTIVE OF ESTABLISHING
GRIEVANCE HANDLING PROCEDURE
To clarify the nature of the grievance.
To enable the employee to air his/her grievance.
to investigate the reason for dissatisfaction.
to take appropriate actions & ensure that promises are kept.
To obtain a speedy resolution to the problem.
To inform the employee of his/her right.

12. STEPS IN GRIEVANCE HANDLING
PROCEDURE
Acknowledge
Dissatisfaction
Define the
Problem
Get the Facts
Analyze & Decide
Follow Up
•The problem should be define
properly.
•Sometimes wrong complaints is
given.
•By effective listening manager can
find out the validity of complaints.
•Get all the information
related to the grievance.
•It should be genuine, not
a fiction.
•Properly analyze all the relevant
fact & incidents and then decide any
conclusion.
•It must be promptly
communicated (follow up)
to the concerned
employee.

13. GRIVANCE HANDLING
PROCEDURES
OPEN-DOOR POLICY
STEP-LADDER
PROCEDURE
MODELGRIEV
ANCE
PROCEDURE

14. OPRN-DOOR POLICY
Any employee can take his grievance
to the chief boss & talk over the
problem.

15. STEP-LADDER PROCEDURE
The employee with a grievance has
to proceed step by step unless he is
able to redress his grievance.

16. MODEL GRIEVANCE PROCEDURE
Aggrieved
Employee
Grievance
Committee
SETTLEMENT OF GRIEVANCE
Departmental
Representative
Head of the
Department
48 hours
3 days
7 days
Chief
Executive/
Manager
3 days Voluntary
Arbitration
7 days
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