HANDLING GRIEVANCES
BY
J.Mtengezo
(MPH, BSc., SRN/M)
LEARNING OUTCOMES
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Define grievance
Explain causes of grievances
Explain importance of grievances
Explain grievance procedure
What is Grievance?
• Dale Yoder “a written complaint filed by an
employee and claiming unfair treatment”
• Beach “any dissatisfaction or feeling of
injustice in connection with one’s employment
situation that is brought to the notice to the
management”
Why Grievance Arise?
Employee expectations
Unfulfilled
Dissatisfaction
Grievance
Causes of Grievance
Work Environment
Economic
Supervision
Work Group
Miscellaneous
Grievance Procedure
• The process whereby management formally
deals
with
the
officially
presented
complaint(s) of workers relating to the
employment
relationship
(excluding
disciplinary matters)
Importance of Grievance Procedure
• Maintain healthy employment relationship
• Provide a clear and transparent framework to
deal with difficulties
• Equal treatment to all under similar
circumstances
• To ensure issues are dealt with fairly and
reasonably
Importance of Grievance Procedure
• An opportunity to raise concerns fearlessly
• To provide points of contact and timescales to
resolve issues of concern
• To try to resolve matters without recourse to
legal intervention
• Acts as a defense for organization in case of
legal intervention
Grievance Procedure
Approaches to Grievance Handling
Open door policy
Step ladder policy
Step Ladder Policy
Formal written grievance report to
immediate supervisor
Union or worker’s
committee
Grievance committee/ middle management
(HOD)
Top management
HR Department
Employee
representative
Employee dissatisfied
Continue..
Employee dissatisfied
Union or worker’s
committee
Grievance committee/ middle management
(HOD)
Top management
Arbitration
HR Department
Employee
representative
Formal written grievance report to
immediate supervisor
Essentials of Good Grievance
Procedure
• Set down in writing
• Settling matters as closely as possible to the
point of origin
• Equitable treatment
• Simple to understand
Essentials of Good Grievance
Procedure
• Accessible
• Confidentiality
• No fear of adverse action
• Adhere to rules of ‘natural justice’
• Rapid operation
Guidelines for Effective Grievance
Interview
• Treat each case as important and get the
grievances in writing
• Accept responsibility- Do not ‘pass the buck’
• Do not pre-judge, always give people an
opportunity to explain
• Give him a patient hearing
• See whether any witness are available and visit
the work area
Guidelines for Effective Grievance
Interview
• Get all relevant facts about the grievance; examine
the personal records of the aggrieved worker
• Ensure confidentiality
• Handle each case within a time frame
• Control your emotions, your remarks and behavior
Guidelines for Effective Grievance
Interview
Maintain proper records and follow up the
action taken in each case
• Do not automatically take the easy way out –
the best course of action may not be the
easiest, the most popular of the most
expedient
• Be firm where necessary but fair
• Refer company Policy in each case
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REFERENCE
• Blackwells (http://www.blackwell-synergy.com
• Cole, G.A. (2004). Management, theory and
practice. London: Thomson