ET 42022

Industrial Management

Employee Grievances Handling

Thilini C. Gamage, Ph. D.

Professor in Marketing
(Ph.D. (CMB), BSc. (Hons) in MIT (KLN), ACIM (UK), MSLIM)
Professor in Marketing
Department of Marketing Management, Faculty of Management Studies
Free Powerpoint
Sabaragamuwa Templates
University of Sri Lanka Page 1
 Grievances
• Grievances or conflicting thoughts are part of industrial life.

• It is essential to bring this conflict to the surface.

• All conflicts cannot be eliminated but their exposure will

contribute towards their reduction.

• Such exposures lead to adjustments and further improved

organizational effectiveness.

Free Powerpoint Templates

Page 2
Methods of Bringing Conflicts to Surface
• Grievance procedure
• Direct observation
• Suggestion boxes
• Personal counselor
• Exit interviews
• Miscellaneous channels

Free Powerpoint Templates

Page 3
 Grievances
• Dissatisfaction is any state or feeling of discontent
• Dissatisfaction orally made known by one employee to another is
a complaint.
• A complaint becomes a grievance when brought to the notice of
the management.

Free Powerpoint Templates

Page 4
 Grievances
According to Fillipo,
“The term would include any discontent and dissatisfaction that
affects organizational performance. It can either stated or unvoiced,
written or oral, legitimate or ridiculous.

(a) A complaint is a discontent that has not assumed importance.

(b) A complaint becomes grievance when the employee feels that

injustice has been committed.

Free Powerpoint Templates

Page 5
 Characteristics of Grievances
• It may be unvoiced or expressly stated.
• Written or oral
• Valid, legitimate or untrue or false
• It may relate to the organizational work
• An employee may feel an injustice has been done
• It may affect the performance or work

Free Powerpoint Templates

Page 6
 Characteristics of Grievances
• Grievances generally give rise to unhappiness,
frustration, indifference, discontent, poor morale, and
poor efficiency

• That is change in attitude, perception and behavior

Free Powerpoint Templates

Page 7
 Types of Grievances
• Visible grievances
• Hidden grievances
– An employee may feel that there has been an infringement of
his rights
– Grievances exist in the minds of individuals.
– Grievances may be concerning employment, working
conditions, change of service conditions, biased approach,
non-application of principle of natural justice, work loads and
work norms

Free Powerpoint Templates

Page 8
Need for a Grievance Handling Procedure
• Identification and analysis of grievances, nature nod causes
• Helps at formulating and implementing the policies and
programmes
• It is problem solving, dispute-settling mechanism.
• Strengthen good industrial relationship.
• It detects the flaws in working conditions and helps to take
corrective measures.
• Build good morale, maintains code of discipline.
• Brings uniformity in handling grievances.

Free Powerpoint Templates

Page 9
Need for a Grievance Handling Procedure
• It develops faith of employees.
• Reduces personality conflicts.
• It acts as a pressure valve.
• Provides judicial protection to the employees.
justice
• Provides avenues to present the problems.

Free Powerpoint Templates

Page 10
 Grievance Redress System
• Enables the parties to resolve differences in peaceful,
orderly and expeditious manner.
• Favors the parties to investigate and discuss the
problem
(i) Open-door policy
(ii) Step ladder type
(iii) Grievance handling committee

Free Powerpoint Templates

Page 11
Basic Elements of a Grievance Handling Procedure
1. Existence of sound channel of communication.
2. The procedure should be simple, definite and prompt.
3. It should be clearly defined.
4. Helpful attitude of management.
5. Fact-oriented system.
6. Respect for decisions.
7. Adequate publicity.
enough
8. Periodic Review.

• .
Free Powerpoint Templates
Page 12
 Steps in Handling Grievances
1. Receive and define the nature of dissatisfaction.
(a) Manner and attitude when complaint is received
(b) Assessment must be made that the complaint is
presented fairly.
(c) Statement and issues must not be pre-judged.
(d) Proper time and attention is given.

Free Powerpoint Templates

Page 13
 Steps in Handling Grievances
2. Get the facts
(a) Facts be separated from impressions and opinions.
(b) Consult the policies.
(c) Consult the records.

Free Powerpoint Templates

Page 14
 Steps in Handling Grievances
3. Analyze and decide.

4. Apply the answer.

5. Follow-up

Free Powerpoint Templates

Page 15
 Dos' in Handling Grievances
1. Investigate and handle each case carefully
2. Talk to the employee.
3. Enforce the time limit.
4. Visit the work area or place of grievance.
5. Determine witnesses.
6. Examine records.
7. Examine witnesses

Free Powerpoint Templates

Page 16
 Dos in Handling Grievances
8. Evaluate grievance.
9. Permit full hearing.
10. Identify the relief an employee is expecting.
11. Command the respect of all.
12. All discussions privately.
13. Keep superiors informed.
14. Ensure proper productivity.
15. Stick to labor agreements.

Free Powerpoint Templates

Page 17
Free Powerpoint Templates
Page 18