Employee Grievance Handling.

What is Grievances? 

 Any dissatisfaction arising out of any reason connected with the employer or personal life which an employee believes unfair or unjust.

Definitions 

Gary Dessler "any factor involving wages, hours, conditions of employment that is used as a complaint. Similarly it could be expressed or not expressed."

The International Labour Organization "any complaint or dissatisfaction on the part of a worker or a group of workers relating to his/their employment in the understanding, with the general claims which normally fall within the scope of collective bargaining as a result of employment."

Research Findings on Grievances that most of the grievances are imaginative and unfounded beliefs. Most of the dissatisfaction never run into big issues, as something happens to make it unnecessary. Grievances are rarely reported as most employees do not wish to antagonize their immediate superior by questioning their judgement.

Grievance Handling is an important function of HR. Although it may not be possible to eliminate grievances altogether from an organization. Problems are often aggravated in most organization as a result of ineffective grievance handling. The managers from the supervisory level to the senior management should have a sound knowledge of grievance handling.

Importance of Grievance Handling 

Types Of Grievances 

1. Legitimate Grievances 

They occur when there is a reasonable cause to think that there has been a contrast violation.

2. Imagined Grievances

Is a complaint without merit.

3. Political Grievances

They are most common before contract negotiations, union elections, and in situations when the employer and employees have strained relationship.

Grievance Rate 

A  grievance rate is usually stated in terms of the number of written grievances for 100 employees in one year.

Causes  Of Grievances 

• Contract Terms
• Working Conditions.
• Unsatisfactory Pay 
• Ineffective Supervisors
• Lack of Participation in Management.
• Irresponsible employees.
• Interpersonal issues.
• Lack of Communication.
• Environment of distrust and non confidence.
• Improper HR Management policies.

It is compulsory for an organization to set up a grievance procedure as its objective is to settle the disputes at the earliest possible stage without waiting till a dispute arises. Each and every worker must have the right to submit his or her grievances and have it examined in an appropriate manner. A fair and effective grievance procedure is essential to the sound and efficient ER ( Employee Relation).  A worker will encourage to bring their grievances to the management and Manager should resolve them. Organization should act proactively without waiting till a grievance takes place.

Objectives Of Grievance Handling. 

1. Improve morale /motivation.
2. Helps to enhance productivity.
3. To improve IR ( Industrial Relation) .
4. Helps to enhance productivity.
5. Improve the image of the organization.
6. Establish good HRM practises.
7. Improve Communication.

Steps Of The Grievances Handling.

The Grievance Interview .

Stage 1 - Listen

• Welcome
• Let him or  her get the grievance off his chest.
• Show Interests.
• Make Notes.

Stage 2 - Clarify 

• Re-state the grievances.
• Get his agreement.
• Correctly any inaccuracies.
• Obtain Further facts.
• Keep tempers under control.

Stage 3 - Act 

• Give your decisions with reasons.
• Indicate what you intend to do.

Identifying Employee Grievances 

1.  Exit Interview 

Employees resign from the jobs of the organization because of high dissatisfaction or securing a better job in another organization. 

Knowing why they leave the organization may reveal some grievances being faced by the employees. Employees who are about to exit may tend to give the true reasons as they do not stay with the organization.

2. Attitudes Surveys. 

A survey can be designed and conducted through data collection techniques such as questionnaire , interview in order to find current grievances and or grievances that may arise in future.

3. Complaints Box Or Suggestion Box 

Install a suggestion boxes at a suitable places within the organization for the purpose of obtaining complaints from the employees. Anonymous or named complaints can be expected to be put into these boxes . 

For an Example In my office 15 th of every month a member of the HR must open the box and take out complaints and  display the prevention actions or the answers for their complaints for their problems on the notice board.  

04. Observation

 The manager can observe directly or indirectly the behaviour of subordinates to find out whether there are unusual ones. There may be subordinates who are not willing to express their grievances.

Methods Of  Grievance Settlement 

The organization adopt several methods to settle grievances. There is no unique method that can be adopted.

• Formal Grievance Settlement Procedure.
• Open- Door Policy 
• Quasi - Method.
• Committee Approach .
• Counselling.
• Ombudsman.
• Mixed Methods.

Formal Grievance Settlement Procedure ( FGSP)

The formal method is used mostly in unionized organization set ups to solve employee grievances. Formal method involves several steps and the number of steps may differ from organization  to organization. In most instances the procedure is specified in the collective agreement.

Advantages Of  FGSP 

• Quick Solutions by the management.
• Equal and fair treatment for all levels.
• Enhance Communication with the management.
• Avoiding of major conflicts as minor issues resolve at initial stage. 

Objectives Of FGSP 

• Enable the  employee to air grievances.
• Clarify the nature of grievances.
• Investigate the reasons for dissatisfaction.
• Obtain a speedy resolution.

Principles Of FGSP 

1. All grievances are to be treated as important.

2. Collect all the data about the person/issues.

3.Listen attentively .

4. Build up Confidences.

5.Accept the fault .

6.Use authority wisely.

Key Elements Of FGSP .

1. Formality
2. Number Of Stage.
3. Time Limits.
4. Participation.
5. Simplicity .

Strategies To Solve Grievances By Line Manager.

1. Allow to talk .

2. Allow to blow-up.

3.Give In

4.Allow Change Behaviour.

5.Share The feelings.

Responsibilities Of Human Resources Department.

• Conduct regular training sessions for line managers .
• Introduce open door policy and friendly culture.
• Try Understanding the changes in work groups .
• Maintain a good relationship with unions .
• Maintain records and ensure follow-up action.

Do's and Don'ts Of  Grievance Handling.

Do's

• Talk with the employee about his or her grievance.
• Visit the work area of grievance
• Determine whether there were any witness.
• Examine the grievant personal record.
• Fully Examine prior grievance records.
• Hold your grievance discussion privately.

Don'ts 

• Hold back the remedy if the company wrong.
• Trade a grievance settlement for a grievance withdrawal. 
• Agree to informal amendments in the contract.
• Discuss the case with union representatives alone the grievant should be there.

Video 

Conclusion.

When the employees bring their grievances to the department, the manger should solve their grievances in a fairly manner and also organization  should act before hand without waiting till a grievance takes place. If Line mangers and HR Department fails to settle grievance handling properly it may affects to the organization. The best way to handle a grievance is to develop a work environment in which grievances don't  occur in the first place.

References 

1. Judge, Graham and Gennard, John, Employee Relations,3rd Edition,2002.
2.Cenzo De/ Robbins, Human Resource Management , 5th Edition, 1996.
3. Daniel  Barnet,( 2021) Resolving Grievances.
4. Tricia Jackson, (2000) Handling Grievances.
5. Maurice S  Trotta( 1976) Handling grievances: A guide for management and labor.
6.Karen Ertel, Grievance Guide , 11th Edition.
7. Karen Ertel, Grievance Guide , 12th Edition.
8.Bureau of National Affairs (Washington, D.C.) Grievance Guide , 7th Edition.
9.https://www.tal.sg/tafep/employment-practices/grievance-handling
10.https://www.davidsonmorris.com/grievance-procedure-steps

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