Chapter6

Grievance handling
Faculty
Gp Capt(Dr.) RM Saxena
 Introduction

Human nature is such that wherever he works, he has

grievance about something or the other.
They may be real or imaginary, valid or invalid, genuine
or false.
The grievance produce unhappiness, frustration,
discontent, indifference and low. morale and ultimately
it has an adverse effect on the efficiency and
productivity of an employee
 Definition of Grievance
Prof. Pigors and Meyers define grievance as
dissatisfaction. According to them, dissatisfaction of
an employee is anything that disturbs the employee,
whether expressed or not
Dale Yoder defines it as "a written complaint filed by
an employee,claiming unfair treatment".
The National Commission of Labour states that
complaints affecting one or more individual workers in
respect of their wage payments, overtime, leave,
transfer, promotion, seniority, work assignment, and
discharges would constitute grievance
 Why do grievances arise?
 A grievance is always a symbol of some malfunctioning or
maladjustment.

 The causes of employee grievances could be grouped as follows:

1.Promotions 2. Amenities
3. Continuity of Services 4. Fines
5. Compensation 6. Increments
7. Disciplinary action 8. Wages
9. Acting Promotion 10. Transfer
11. Recovery of dues 12. Superannuation
13. Safety appliances 14. Super session
15. Victimization 16. Conditions of work.
 Directions help in handling a grievance

1. Receive and define the nature of the dissatisfaction

2. Get the facts
3. Analyze and divide
4. Apply the answer
5. Follow up
 Errors in processing of Grievance
1. Stopping too soon in the search of facts

2. Expressing a management opinion prior to the time when all

pertinent facts have been discovered

3. Failing to maintain proper records

4. Resorting to executive fiat or orders instead of discussion

and conference to change minds

5. Setting the wrong grievance as a mistake which may in turn produce a

second new grievance. Follow up is the step in the procedure that tells us
when a mistake in handling has been made.
 Principles of Grievance handling
 Principles suggested by the Indian Institute of Personnel Management for
addressing the grievance are as follows:

a) A grievance should be dealt within the limits of the first line supervisor.

b) The appellate authority should be made clear to the employee so that if he

cannot get satisfaction from his immediate supervisor, he should know the
next step.

c) The grievance should be dealt with speedily.

d) In establishing a grievance procedure, if the grievance is against an

instruction given by a superior in the interest of order and discipline, the
instructions must be carried out first and then only employee can register
his protest
 Grievance Machinery

Usually thought of in connection with a company that

deals with a labour union.
Whether unionized or not, should have established and
known methods of processing grievances.
Representatives from each department/shift can
constitute a new machinery.
Agreed list of names from Union as per any existing
agreement.
A satisfactorily running Works Committee member
shall act as the departmental representative
 Grievance Handling Procedure
Grievance procedure vary from industry to industry and from trade union to trade
union because of the variations in the size of organizations, trade union strength,
the management philosophy, the company traditions, industrial practices and in
the cost factor.
Grievant Management
STAGE I :Conveys verbally O i/c to reply in 48 hr

II:Grievant+Dept.Rep. HOD to reply in 3days

III:Grievant+ Dept.Rep. Grievance com.to decide in 7days.Mgt.to accept

& communicate in 3days.

IV:Grievant+Dept.Rep. Appeal to Mgt. A week to consider.

V:Grievant+Mgt.may refer to union Voluntary arbitration within a week

after stage -IV
 Grievance Handling
Procedure

Initial step

Intermediate step

Final Company union step

 ARBITRATION

TOP UNION
TOP MANAGEMENT
LEADERSHIP

COMPANY UNION
MIDDLE
GRIEVANCE
MANAGEMENT
COMMITTEE

UNION
SUPERVISOR
REPRESENTATIVE

AGGRIEVED
EMPLOYEE
 Grievance handling Mechanism for
Central Govt. Employees
In1967, the govt. of India has introduced the ‘Scheme
for Joint Consultative Machinery & Compulsory
Arbitration’(JCM scheme) for central govt. employees.
Three levels to promote harmony & cooperation.
1.Office Council: Chaired by Head Of office
/Organisation
2.Department Council :At ministry level, chaired by
respective Secretaries.
3.National Council: At the apex level, functioning under
Dept. Of Personnel & Training. The Chairman is the
cabinet Secretary.
 Important aspect of
the grievance machinery
 The reassurance given to an individual employee by the mere fact
that there is a mechanism available to him which will consider his
grievance in a dispassionate and detailed manner, and that his point
of view will be heard and given due consideration.

 An employee's conception of his problems may be quite biased.

Venting his grievance and being heard gives him a feeling of being
cared for.

 He gets it "off his chest", so to say, and it does a lot of good for his
morale as revealed by the famous Hawthorne Studies.
 Concept of Arbitration
The union can temporarily or permanently drop the
issue.
The union can call a strike if the contract permits.
The case may be submitted to an impartial arbitrator.
 Arbitrator
 Arbitration is usually handled by either a single individual or a
panel of three, consisting of a representative of labour, one of
management, and an impartial third person.
 An arbitrator is an outside third party who is brought in to settle a
dispute, and he or she has the authority to make a decision.
 The arbitrator may be hired for a particular case or may be
appointed as a permanent official for the industry or the company
and the union.
 Generally, the person may be acceptable to both union and
management.