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1. A complaint became a grievance when

a) Worker remains dissatisfied b)
Employer is dissatisfied c) Worker’s
dissatisfaction is intimated to the
management in writing d) Worker
expresses his dissatisfaction by word of
mouth (orally)
2. The dissatisfaction of an employee,
when orally conveyed, it becomes
a) Grievance b) Complaint c)
b) d) Violation
3. “A written complaint filed by an
employee and claiming unfair treatment”
is defined as definition for grievance by
a) Dale Yoder b) Michael Jucius c) Michael
Jackson d) Kornhauser
4. Which one may ‘test the meaning of an
agreement clause or raise a question of
equity’ in writing?
a) A complaint b) Grievance c)
Negotiation d) Closed-shop
5. ……........ Operates in an atmosphere in
which tensions are more personal then

a) Grievance b) Foreman c) Supervisor d)
6. Though the stakes are not critical, the
ultimate sanction is not the use of force
in a) Complaint b) Grievance c)
Enforcement of agreements
d)grey areas in agreement

7. Which one of the following is the ‘bitter

fruit’ when grievance remains as the
‘root’? a) Over-time work b) Transfer c)
Turnover d) Low productivity.

8. Adverse allocation of rewards for

employee services and conditions under
which services are rendered give rise to
a) Disciplinary action b) Grievance c)
Work to rule d) Desertion
9. Which one is not a factor responsible
for grievances to emerge?
a) Working conditions and rewards
b) Management policies and practices
including supervision
c) Maladjustment of employees
d) Customer’s dissatisfaction
10. Proactive approach to grievance
management does NOT involve
a) Identification and grievances

b) Nature of grievances
c) Nurturing factors
d) Quick-fix for grievances
11. Which one is NOT a method for
identifying grievances?
a) Exit interview b) Gripe box system c)
Open-door policy d) Re-poll
12. Exit interview, grip box system,
opinion surveys and open door policy help
generate a) Workers antipathy b)
Contact c) Communication
d) Information
13. Exit interview help obtain relevant
information about worker’s
dissatisfaction from
a) Rank and file within the organization
b) Informants
c) Employees who have the resigned or
d) Supervisors
14. The management taking measures to
modify factors leading to grievance is the
(a) Proactive approach b) Reactive
c)Retrospective approach d)
Prospective approach

15. In spite of redressal of grievances,

the underlying causes continue to exist in

(a) Reactive approach (b) Proactive
approach c) Retrospective approach (d)
retrodictory approach
16. Reactive approach to grievances
a) Partial in redressal of grievances b)
Totally removes underlying causes c)
redressal is half-hearted d) Underlying
causes continue to exist.
17. As regards grievances, an excellent
management follows the principle
a) A bird in the hand is worth two in the
b) Something is better than nothing
c) Better late than never
d) Prevention is better than cure
18. Which one of the following is similar?
a) Exit interview and gripe box system b)
Gripe box system and opinion surveys
c) Opinion surveys and open door policy
d) Gripe box system and suggestion box
19. Exit interview is free from……
a) Information b) Inhibitions c)
Exploitation d) Dissatisfaction
20. Exit interview suffers from…………on
the part of employees currently in
a) Inhibitions (b) Exhibition c) Ambition

d) Benevolence
21. Which method helps to obtain
valuable information from sources other
than current employees?
a) Gripe box b) Exit interview c) Opinion
survey d) Open-door policy.
22. Which method encourages animosity
being maintained in making complaints?
(a) Gripe Box (b) Open-door (c) Exit
interview (d) Opinion Survey
Correct Answers:
1) C (2) B (3) A (4) B
5) A (6) B (7) D (8) B
9) D (10) D (11) D (12) D
13) C (14) A (15) A (16) D
17) D (18) D (19) B (20) A
21) B (22) A.

23. Mutual distrust between employees

and employers makes this method more
appropriate? (a) Gripe Box system (b)
Opinion survey (c) Open-door policy (d)
Exit interview.
24. In the collection of relevant
informantion, opinion survey involves
a) Other than supervisors (b)Workers
themselves (c) Co-workers (d)

25. Who are involves in the collection of
relevant information under opinion
surveys? (a) Non-supervisors (b) Workers
(c) Co-workers (d) Supervisors.

26. Open-door policy's basic objective is

(a) Upward communication b) Downward
communication (c)Lateral communication
(d) Communication through another

27. Open-door policy in identifying

grievances will succeed when managers
develop (a) Positive attitudes (b)
Generous attitude (c) Hostile attitude d)
Indifferent attitude.

28. Free and frank expression of problem

by the employees is encouraged under (a)
Open-door policy (b) Exit interview (c)
Gripe box (d) Opinion surveys.

29. Open-door policy should be adopted

in which organisations?
(a) Large (b) Small (c) Medium (d)

30. grievance procedure is required to (a)

Prevent explosive situations in the future
(b) Make employees happy (c) Silence
trade unions d) Make managers

31. Grievance procedures give the

a) Greater faith (b) Bargaining power
(c) Room for susoicion (d) Benefits.
32. According to .............Grievance
procedures act as a 'pressure value on a
steam boiler'. (a) Keith Davis (b) Deming
(c) Jucius (d) Calhoon.

33. In the third step in Grievance

Procedure, the Grievance is referred to
a) Grievance committee (b) Supervisor
(c) Personnel Manager (d)Arbitrator.

34. At the fifth stage in grievance

procedure, the decision of the arbitrator
a)Final and binding (c) Not final (c) Not to
be taken seriously (d) Likely to be

35. In the final stage, grievance is

referred to (a) Arbitrator (c) Junior
representative (c) Personnel Manager (d)

Grievance committee.
36. The grievance, when not redressed, is
referred to the Senior or Personnel
Manager at which step (a) Fourth (b)
Third (c) Second (d) First.

37. The aggrieved employee explains his

grievance to his immediate supervisor at
which step (a) First (b) Second (c) Third
(d) Fourth.

38. In the second step, who handles the

employees' grievances?
a)Departmental head/personnel
department (b) Immediate supervisor
c) Senior personal manager (d)
Grievance committee.

39. A good grievance procedure for its

completion takes/involves
a) least time and cost (b) Very long time
(c) Lot of expenditure (d) Lot of

40. Grievance procedure needs to be (a)

able to satisfy emotional needs of
employees (b) Long forceful (d) within
legal framework.

41) Promptness, being one of the

features of good grievance procedure
insists that (a) justice delayed is justice
denied (b) Justice is impersonal
c) Justice is neutral (d) Justice hurried,
justice buried.
42. Definition of Grievance by National
Commission of Labour does not include
(a) Work environment (b) Promotion (c)
Merit (d) Wage payment.

43. Which one of the items does not

constitute grievance, according to
Calhoon? (a) Settled by court (b) that
which exists in the minds of the individual
(c) fostered by pressure group. (d) made
worse by supervisors.

44. Poor relationship with the employer,

poor superintending, vague job
infrastructure can be brought under
which factor for Grievance?
a) Supervision (b) Maladjustment of
employee (c) management policies (d)
working conditions.

45.According to Walter E.Bear, Grievance

Procedure is a Machinery which
a) Settles disputes (b) Suggests remedies
(c) Makes cosmetic changes
d) Looks into legal aspects.

NOTE: All (a)s are the correct answers to
questions from 23 to 45

46. Grievance procedure acts as a check

a) Arbitrary action of management (b)
Personnel department (c) Lawful
complaints of workers (d) Trade

47. Grievance procedure provides (a)

Outlet for the aggrived woker
(b)Scope for litigation (c) Opportunity for
the management (d) For supervisors to
get work done.

48. Which of the following norms need

not to be considered for constructing
grievance procedure?
a)Detailed process (b) Conformity with
legal provisions (c) Promptness d)

49. Which Act requires employers in
Industrial Establishments to define
conditions of employment? (a) Industrial
Employment (Standing Orders) Act (b)
Industrial Disputes Act (c) Factories Act
(d) Workmen's Compensation Act.

50. 'Promoting measures for securing and

preserving amity and good relations
between employer and employee' is the
purpose of
a)Works Committee (b) Welfare Officer
(c) Canteen Committee (d) Code of

51. The essential objective of grievance

procedure is to
a) Sustain good relations between
employer and employees and promote
efficiency (b) Redress employees
grievances (c) Promote unionism
(d) Be a manager of discontent.

52. Constitution of Works Committee is a

requirement under
(a) Industrial Disputes Act (b) Factories
Act (c) Industrial Employment

(Standing Orders) Act (d) Indian Trade
Unions Act.

53. Which piece of legislation provides for

investigation and settlement of
differences between employer and
a) Industrial Disputes Act (b) Workers'
Compensation Act (c) Indian Trade Union
Act (d) Employees' State Insurance Act.

54. Mediating in and promoting

settlement of Industrial Disputes is the
duty of (a) Conciliation Officer (b) Welfare
Officer (c) Production Manager (d)
Personnel Manager.

55. Which one of the following is not a

cause of employees grievances?
a) Policies of the State (b) Management
practices (c) Union practices d) Individual
personal traits.
56. Which style of management is
conducive to minimising grievances in the
present day context? (a) Participative (c)
Missionary (c) Bureaucratic
d) Autocratic.
57. The Grievance Machinery serves as an
important vehicle for .............
a) General Unions b) Business unions

(c) Craft Unions (d) Ideological
58. Statutorily required, but Company
appointed...........................looks after
favourable working conditions and
amenities (a) Welfare Officer (b)
Personnel Officer (c) Canteen Manager (d)
Rest-shed in charge.

59. In the absence of formal grievance

procedure, which one plays the role of
discussing and settling workers'
grievances? (a) Works Committes
c)Welfare Officer (c) Personnel Manager
(d) HR Department.

60. Grievance processing and settlement

becomes complicated in the context of
(a) Politically affiliated and extramurally
drawn leadership
b) Intramurally drawn leadership (c) Self-
centred leadership (d) Ideological unions.

61. Which one of the legislations does not

deal with workers' grievances?
a) Employees' State Insurance Act (b)
Factories Act (c) Industrial Disputes
Act (d) Industrial Employment
(Standing Orders) Act.

62. The Factories Act provides for (a)
Welfare Officer (b) Works Committee (c)
Grievance procedure (d) Personnel

63. The Industrial Employment (Standing

Orders) Act provides for a) Grievance
procedure (b) Welfare Officer (c)
Conciliation Officer d) Works Committee.

64. The Industrial Disputes Act provides

a) Works Committee (b) WelfareOfficer (c)
Personnel manager d) Grievance

65. According to Schuler, if 'discharge' is

the most common grievanace issue, which
one is the other? (a) Discipline (b)
Rewards (c) Wages (d) Incentives.

66. Schuler calls that important

grievances requiring speedy redressal
result in such uncommon expression as
a) Wildcat strike (b) Pearl strike (c)
Bumper strike (d) Cacanny practices.
67. A strike forbidden by an employee-
employer contract is illegal, uncommon,

but still takes place as (a) Wildcat strike
(b) Running sore strike (c) Irritation strike
(d) Wide-mouthed strike.
68. "One cannot successfully agitate
without widespread"...............
a) Grievances (b) Management's approval
(c) Government's non-interefernce
d) Unionised setting.
Note: All (a)s are the correct answers to
questions numbers from 46 to 68.