Jomo Kenyatta University of Agriculture andTechnology

Bachelor of Human Resource Management3.2

Industrial And Employee relations
Group Assignment
Group I
11th July, 2023

Presented by;

1. Jade Nadia - HDE212-0109/2019

2. Victor Otieno - HDE212-0779/2021

3. Bakari Purity - HDE212-0793/2021

4. Sheila Muli - HDE212-1885/2021

5. Oimba Maxwel - HDE212-0805/2021

6. Jerry Junior - HDE212-2091/2021

7. Wanjala W. Sammy - HDE212-0773/2021

8. Michael Lidahuli - HDE212-0788/2021

9. Wahome Joyce Wanjiku - HDE212-0757/2021

10. Joycatherine Wangari- HDE212-0061/2019

11. Amanda Samantha- HDE212-0780/2021

You have been approached as a consultant to set up standard operating procedure for the HR
department on Grievances and Dispute settling procedures.
1. Draw up the following
-the meaning
-clouses
-remedies
-mechanisms for handling grievances

1. Meaning of Grievance and Dispute Settling Procedures:

Grievance and Dispute Settling Procedures refer to a structured approach adopted by an
organization to manage and resolve conflicts, complaints, or dissatisfaction raised by
employees. It aims to provide a fair and transparent platform for employees to voice their
concerns and seek resolution.

2. Causes of Grievances
Grievances can arise due to various factors, including but not limited to:
- Violation of company policies or employment contract
- Unfair treatment or discrimination
- Miscommunication or misunderstandings
- Inadequate working conditions
- Lack of career growth opportunities
- Harassment or bullying in the workplace
- Non-payment or delays in salary or benefits

3. Remedies for Grievances:

To address and resolve grievances effectively, the following remedies can be adopted:
- Informal resolution through open communication and dialogue
- Mediation or alternative dispute resolution methods
- Facilitating corrective actions, such as policy changes, training programs, or process
improvements
- Providing counseling or support to affected employees
- Disciplinary action against the party found responsible for the grievance

4. Mechanisms for Handling Grievances and Dispute

To handle grievances and disputes efficiently, the HR department can implement the following
mechanisms:
- Establish a dedicated grievance redressal committee or team responsible for receiving,
investigating, and resolving complaints.
- Develop a clear procedure for employees to raise grievances, including designated personnel
to contact and specific forms to fill out.
- Conduct prompt and fair investigations into grievances, ensuring confidentiality and unbiased
assessment.
- Arrange for face-to-face meetings between concerned parties to foster communication and
understanding.
- Maintain proper documentation of grievance cases, including the nature of the complaint,
actions taken, and outcomes.
- Review and analyze grievance data periodically to identify recurring issues and take
preventive measures.

Examples of Standard Operating Procedures for Grievance and Dispute Settling Procedures:

i. Procedure for Employees to Raise Grievances and Disputes

a) Employees must submit a written grievance or dispute form, clearly stating the details of the
issue.
b) The form should be submitted to the designated HR representative within a specified
timeframe.
c) A receipt acknowledgement should be provided to the employee upon submission.
d) The HR representative will initiate an investigation process within a defined timeframe.

ii. Investigation Process

a) The HR representative will conduct an impartial investigation, ensuring confidentiality and
fairness.
b) The investigation will involve gathering relevant evidence, such as documents, witness
statements, and any other material related to the grievance or dispute.
c) The HR representative will interview all involved parties, allowing them to present their
perspectives and provide any supporting evidence.
d) The investigation should be completed within a specified timeframe, taking into account the
complexity and urgency of the issue.

iv. Mediation or Alternative Dispute Resolution

a) If deemed appropriate, mediation or alternative dispute resolution methods could be offered
and facilitated by a trained mediator or an impartial third party.
b) The mediator will work with the involved parties to help them reach a mutually acceptable
resolution.
c) Mediation sessions should be confidential, and the mediator will not impose any decisions on
the parties.
d) If successful, the mediated resolution will be documented and signed by all parties involved.

v. Decision and Resolution

a) Upon completing the investigation or mediation, the HR representative will analyze the
gathered information to develop an appropriate resolution.
b) The HR representative will communicate the decision and resolution to all parties involved,
ensuring clarity and understanding.
c) Any necessary corrective actions or disciplinary measures will be implemented promptly.
d) Follow-up communication and documentation will occur to ensure the resolution has been
effectively executed and any further issues are addressed.
 vi. Documentation and Reporting
a) The HR department will maintain detailed records of all grievance and dispute cases,
including the initial complaint, investigation findings, resolutions, and any subsequent actions
taken.
b) Periodic analysis and reporting of grievance and dispute data will be conducted to identify
trends, recurring issues, and areas for improvement.
c) The HR department will ensure compliance with legal requirements for record-keeping and
reporting.

Remember, these examples are a general guideline, and specific procedures may vary
depending on the organization's policies, regulations, and industry norms.

While the examples provided above are generally accepted practices for grievance and dispute
settling procedures, specific references may vary depending on the organization, industry, or
jurisdiction. However, here are some commonly referenced sources that provide guidelines and
best practices for establishing standard operating procedures for grievance and dispute settling
procedures:

i. Society for Human Resource Management (SHRM)

SHRM offers resources and guidance on various HR topics, including grievance and dispute
resolution. Their website provides articles, templates, and tools to help organizations establish
effective procedures.

ii. International Labour Organization (ILO)

The ILO is a United Nations agency that sets international labor standards and provides
guidance on various employment-related issues, including grievance and dispute resolution.
Their publications and website offer valuable insights into best practices and procedures.

iii. Department of Labor (DOL) or Employment Standards Agency

The labor departments or employment standards agencies of different countries or states often
provide guidelines and resources for organizations to establish fair and effective grievance and
dispute resolution procedures. These governmental organizations may have specific regulations
or standards that organizations must comply with.

iv. Professional Associations and Industry Groups

Many professional associations and industry groups have resources and guidelines related to
grievance and dispute resolution specific to their respective industries. These resources often
provide insights into industry-specific challenges and best practices.

It's important to consult relevant local laws and regulations, as well as seek legal advice, when
establishing and implementing grievance and dispute resolution procedures to ensure
compliance with specific legal requirements in your jurisdiction.