Grievance

& Grievance Handling

Dr Anil Mehta

a written complaint filed by an employee and claiming unfair treatment Dale Yoder
any dissatisfaction or feeling of injustice in connection with ones employment situation that is brought to the notice to the management Beach

a grievance is a any discontent or dissatisfaction whether expressed or not,whether valid or not ,arising out of anything connected with the company which an employee thinks,believes or even feels to be unfair, unjust or inequitable
Jucious

Features
Any form of discontent Dissatisfaction must arise out of employment Discontent can arise out of real or imaginary reasons

Discontent may be voiced or unvoiced

Grievance is perceived non-fulfillment of ones expectation

Causes of Grievances
Economic reasons

Supervision
Work group

Individual advancement

Effects of Grievance
1 On production
Low quantity of production and productivity Low quality of production Increase in wastage Increase in production cost

2 On the employees
Increased absenteeism and turnover Reduced level of commitment, sincerity and punctuality Increased incidence of accidents Reduced level of employees morale

On the managers
Strained superior-subordinate relations Increased degree of supervision, control and follow up Increased indiscipline cases Increased unrest

Importance of Grievance Handling

Grievance seriously disturbs the employees
First line supervisors may not settled all the complaints Check on the arbitrary actions on management Serves as an outlet for employees frustration Means of upward communication uniformity Confidence to the workers

The Discovery of Grievance

Observation Grievance procedure Gripe boxes open-door policy Exit interviews Opinion-surveys

Pre-requisites of a Grievance Procedure

Conformity with statutory provisions Unabiguity Simplicity Promptness Training Follow-up

Steps in the Grievance Procedure

Receiving and defining the grievance Getting the facts Analysing the facts Taking an appropriate decision Communicating the decision Getting the reactions of decision

Model Grievance Procedure

Present grievance to the officer designated by
management answer with 48 hours

Present grievance to the head of department-answer within 72 hours

Present grievance to the grievance committee-answer with 7 seven,final decision of the management is communicated within 3 days after the receipt of the grievance committee recommendation

Appeal to management-answer within 2 weeks

Refer grievance within 1 week to voluntary adjudication

Some Procedural Matters

A grievance shall be assumed dispute only when final decision of the top management is not acceptable to the worker
Orders must be compiled before the procedure is activated Right to access any document by workers representative in grievance committee

Time limit 72 hours for appeal excluding holidays

Necessary help by management for smooth functioning of grievance machinery Payment for the time that has spent on the redress of grievances In case of discharge or dismissal the above procedure does not apply

Guidelines for Handling Grievances

Treat each case important and get the grievance in writing.

Talk to the employee directly. Encourage him to speak the truth . Give him a patient hearing.
Discuss in a private place.Ensure confidentiality, If necessary Handle each case within timeframe. Examine company provisions in each case

Get all related facts about the grievance. Examine the personal records of the aggrieved worker.Visit the work area . Find out where the things have gone wrong and who is at fault.
Gather the information from the union representative, what he has to say. Give short replies uncovering the truth as well as provisions. Treat him properly. Control your emotions, your remarks and behavior. Maintain proper records.