Employee Grievances
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22-1
EMPLOYEE GRIEVANCES
22-2
INTRODUCTION When an employee feels that something is unfair in the organisation, he is said to have a grievance. To be precise, grievances have certain common features.
Features of the term “grievance”
Perceived non fulfillment of one's expectations leading to dissatisfaction with any aspect of the organisation.
The dissatisfaction arises out of employment and not due to personal or family problems
The reasons could be real or imaginary or disguised.
The discontent may be voiced or unvoiced.
22-3
EMPLOYEE GRIEVANCES Causes Economic Work environment Supervision Work group Miscellaneous Effects If grievances are not identified and redressed properly, they may adversely affect the workers, managers and the organisation. Production Employees Managers
22-4
Grievance Procedure It is a formal channel of communication used to resolve grievances. Having a formal grievance procedure has its own advantages. Workers get a wonderful opportunity to ventilate their feelings. Management can go back to the roots of a problem quickly. Supervisors, too, have to fall in line and listen to workers’ complaints more seriously. A fair redressal mechanism would boost the morale of all employees greatly.
22-5
The discovery of grievances The success of a grievance procedure, to a large extent, depends on the various ways adopted to uncover the problem:
How to uncover grievances?
Observation
A formal grievance procedure
Open door policy
Exit interviews
Opinion surveys
22-6
Essentials of a formal grievance procedure A sound grievance procedure must have the following characteristics
Prerequisites of a grievance procedure
Conformity with statutory provisions
No ambiguity
Simplicity
Promptness
Training
Follow up
22-7
Steps in the grievance procedure
Identify grievances
Define correctly
Collect data
Analyse and solve
Prompt redressal
Implement and follow up
22-8
Model Grievance Procedure The model grievance procedure suggested by the National Commission on Labour involves six successive time-bound steps each leading to the next, in case employees have any reason to complain against any issue affecting their organisational lives.
Model grievance procedure P ro ced u re
T im e F r a m e
A p p e a l a g a in s t w ith in a w e e k M anager
3 days
G r ie v a n c e C o m m itte e
7 d a y s u n a n im o u s
HOD
3 days
S u p e r v is o r
4 8 h o u rs
F o re m a n W o rk e r
22-9
Grievance Procedure Guidelines for handling grievances
Treat each case as important and get the grievance in writing
Talk to the employee directly
Discuss in a private place
Handle each case within a time frame
Examine company provisions in each case
Get all relevant facts
Control your emotions
Maintain proper records
Be proactive, if possible.
EMPLOYEE GRIEVANCES
22-2
INTRODUCTION When an employee feels that something is unfair in the organisation, he is said to have a grievance. To be precise, grievances have certain common features.
Features of the term “grievance”
Perceived non fulfillment of one's expectations leading to dissatisfaction with any aspect of the organisation.
The dissatisfaction arises out of employment and not due to personal or family problems
The reasons could be real or imaginary or disguised.
The discontent may be voiced or unvoiced.
22-3
EMPLOYEE GRIEVANCES Causes Economic Work environment Supervision Work group Miscellaneous Effects If grievances are not identified and redressed properly, they may adversely affect the workers, managers and the organisation. Production Employees Managers
22-4
Grievance Procedure It is a formal channel of communication used to resolve grievances. Having a formal grievance procedure has its own advantages. Workers get a wonderful opportunity to ventilate their feelings. Management can go back to the roots of a problem quickly. Supervisors, too, have to fall in line and listen to workers’ complaints more seriously. A fair redressal mechanism would boost the morale of all employees greatly.
22-5
The discovery of grievances The success of a grievance procedure, to a large extent, depends on the various ways adopted to uncover the problem:
How to uncover grievances?
Observation
A formal grievance procedure
Open door policy
Exit interviews
Opinion surveys
22-6
Essentials of a formal grievance procedure A sound grievance procedure must have the following characteristics
Prerequisites of a grievance procedure
Conformity with statutory provisions
No ambiguity
Simplicity
Promptness
Training
Follow up
22-7
Steps in the grievance procedure
Identify grievances
Define correctly
Collect data
Analyse and solve
Prompt redressal
Implement and follow up
22-8
Model Grievance Procedure The model grievance procedure suggested by the National Commission on Labour involves six successive time-bound steps each leading to the next, in case employees have any reason to complain against any issue affecting their organisational lives.
Model grievance procedure P ro ced u re
T im e F r a m e
A p p e a l a g a in s t w ith in a w e e k M anager
3 days
G r ie v a n c e C o m m itte e
7 d a y s u n a n im o u s
HOD
3 days
S u p e r v is o r
4 8 h o u rs
F o re m a n W o rk e r
22-9
Grievance Procedure Guidelines for handling grievances
Treat each case as important and get the grievance in writing
Talk to the employee directly
Discuss in a private place
Handle each case within a time frame
Examine company provisions in each case
Get all relevant facts
Control your emotions
Maintain proper records
Be proactive, if possible.
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