GRIEVANCE

• Introduction and Definition of Grievance:

• A grievance is any dissatisfaction or feeling of injustice having
connection with one’s employment situation which is brought to the
attention of management.
• Speaking broadly, a grievance is any dissatisfaction that adversely
affects organizational relations and productivity.
• 1. Dissatisfaction is anything that disturbs an employee, whether or
not the unrest is expressed in words.
• 2. Complaint is a spoken or written dissatisfaction brought to the
attention of the supervisor or the shop steward.
• 3. Grievance is a complaint that has been formally presented to a
management representative or to a union official.
• According to Michael Jucious, ‘grievance is 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’
• In short, grievance is a state of dissatisfaction, expressed or
unexpressed, written or unwritten, justified or unjustified, having
connection with employment situation.
• Features of Grievance:
• 1. A grievance refers to any form of discontent or dissatisfaction with
any aspect of the organization.
• 2. The dissatisfaction must arise out of employment and not due to
personal or family problems
• 3. The discontent can arise out of real or imaginary reasons. When
employees feel that injustice has been done to them, they have a
grievance. The reason for such a feeling may be valid or invalid,
legitimate or irrational, justifiable or ridiculous.
Grievance handling in HRM
➢Grievance handling in Human Resource Management (HRM) refers to
the process by which employee complaints, concerns, or disputes are
formally addressed and resolved.
➢The goal is to provide a structured channel for employees to express
dissatisfaction or report issues they are facing in the workplace.
➢The process aims to reach an equitable resolution that satisfies both
the employee and the organization, ideally in a manner that is
confidential, timely, and fair.
Types of grievances in a company
1 .Work conditions
• Safety Concerns: Employees may raise issues related to unsafe work
conditions, inadequate safety measures, or lack of safety equipment.
• Environment: Complaints about the cleanliness, temperature, or
general working conditions.
2.Pay and benefits
• Wage Issues: Grievances related to salary, overtime pay, or wage
deductions.
• Benefits: Complaints about vacation time, health benefits, retirement
plans, or other employment benefits.
3.Management and supervision
➢Poor Management: This includes complaints about inconsistent or
unclear instructions, lack of support, or unfair treatment.
➢Discriminatory Treatment: Accusations of discrimination based on
race, gender, age, religion, or other protected categories.
➢Harassment: Claims of verbal, or physical harassment.
➢Favoritism/Nepotism: Perceptions that certain employees are given
preferential treatment.
4.Job roles and career development
• Job Description: Issues regarding unclear or frequently changing job
responsibilities.
• Lack of Growth Opportunities: Concerns about lack of training,
promotions, or opportunities for skill development.
• Work Overload: Complaints about excessive work, unrealistic targets,
or lack of resources.
• Work-life Balance: Issues related to excessive working hours, lack of
breaks, or intrusion into personal time.
5.Interpersonal relations
• Coworker Conflicts: Disputes or issues between employees that
affect work.
• Communication: Grievances about the lack or ineffectiveness of
communication within the team or company.
6.Company policies and ethics
• Policy Issues: Grievances related to company policies, including those
that are outdated, unfair, or inconsistently applied.
• Ethical Concerns: Issues related to company ethics, such as fraud,
dishonesty, or other illegal activities.
7.Miscellaneous
• Retaliation: Complaints that an employee is being unfairly treated as
retaliation for reporting a grievance or issue.
• Inadequate Resources: Issues related to the lack of necessary tools,
technology, or other resources required to perform tasks effectively.
• Relocation or Changes in Shifts: Concerns about sudden location
changes, shift timings, or other alterations in work schedules that
adversely affect an employee's life.
• Employment Termination: Concerns or complaints related to layoffs,
terminations, or the resignation process
Employee grievance handling procedure
• Reporting
• The employee submits a formal complaint through the appropriate
channel. This could be via a grievance form, an email, or a scheduled
meeting with the HR department.
• Acknowledgment
• HR acknowledges the receipt of the grievance and may conduct a
preliminary assessment to determine the severity and validity of the
issue.
• Investigation
• HR or designated parties investigate the grievance by gathering
necessary information. This could involve interviewing the involved
parties, collecting evidence, and reviewing any applicable laws or
policies.
• Resolution
• Actions are taken to resolve the grievance, which may include
disciplinary action, policy changes, or other measures aimed at
resolving the issue.
• Feedback
• The employee who raised the grievance is informed about the
outcome of the investigation and the steps taken for resolution.
• Documentation
• All steps, from reporting to resolution, are documented for future
reference and compliance with legal requirements.
• Follow-up
• In some cases, a follow-up may be necessary to ensure that the
implemented measures effectively address the grievance.
Importance and benefits of grievance handling
• Employee satisfaction and retention
• Employee morale: Addressing grievances promptly and fairly boosts
employee morale. When employees feel heard and valued, they are
more likely to be engaged in their work.
•
Reduced turnover: Employees are more likely to stay with a company
that effectively addresses and resolves their concerns.
• Productivity and performance
• Increased productivity: Resolving issues that impede employee
performance can lead to increased productivity.
• Quality of work: Employees who are content in their work
environment are likely to produce higher-quality work.
• Legal compliance and risk mitigation (modification)
• Legal safeguards: Proper grievance handling processes help to
protect the company against potential lawsuits related to harassment,
discrimination, and unfair treatment.
• Due diligence: Documented grievance procedures provide evidence
that the company took steps to address issues, which could be crucial
in legal disputes.
• Organizational culture and reputation
• Trust and openness: A transparent grievance process fosters
(promotes) a culture of trust between employees and management.
• Employer reputation: Companies that handle grievances effectively
are more likely to be seen as desirable places to work, attracting high-
quality talent.
• Management and decision making
• Feedback loop: Employee grievances can provide valuable insights
into areas of the organization that need improvement.
• Data-driven decisions: Patterns in grievances can provide data points
for HR and management to make informed decisions.
• Relationships and communication
• Improved relationships: Addressing grievances often leads to the
resolution of interpersonal conflicts, improving relationships within
the team.
• Clear communication: A formal process for grievance handling
ensures that there is a clear channel for communication between
employees and management.
Some grievance handling techniques and
methods
• Open-door policy
• What it is: An open-door policy encourages employees to speak
freely about their concerns with their managers or HR at any time.
• When to use it: Useful as a proactive approach for minor issues that
can be resolved informally.
• Active listening
• What it is: Giving the complainant your full attention and refraining
from interrupting while they share their grievances.
• When to use it: This technique should be used in all grievance
discussions to understand the issue fully.
• Immediate acknowledgment
• What it is: Acknowledging the receipt of the grievance as soon as
possible to let the employee know that their concern is being taken
seriously.
• When to use it: Ideal for all types of grievances.
• Formal investigation
• What it is: A comprehensive review involving interviews, document
collection, and other fact-finding methods.
• When to use it: Best suited for serious complaints like harassment or
discrimination.
• Mediation
• What it is: A neutral third party helps facilitate a dialogue between
conflicting parties to reach a mutual agreement.
• When to use it: Useful for interpersonal conflicts among employees.
• Anonymous reporting channels
• What it is: Providing a way for employees to submit complaints
anonymously.
• When to use it: This is especially important for sensitive or potentially
dangerous issues where the complainant may fear retaliation.
• Root cause analysis
• What it is: Identifying the underlying cause of the grievance rather
than just addressing the symptoms.
• When to use it: Suitable for systemic issues that require
organizational changes.
• Follow-up and feedback
• What it is: Keeping the complainant informed about the steps being
taken and the outcomes, and ensuring the resolution is satisfactory.
• When to use it: Applicable in almost all cases to ensure that the issue
has been resolved effectively.
• Documentation
• What it is: Keeping detailed records of the grievance, investigation
process, and the steps taken to resolve it.
• When to use it: Required for all formal grievances to protect both the
company and the employee, and for legal compliance.
• Escalation procedures
• What it is: A structured process for escalating the grievance to higher
levels of management or specialized departments, if it cannot be
resolved at the initial stages.
• When to use it: When a grievance is either not adequately addressed
or is of such a nature that it requires senior-level attention.
• Training and workshops
• What it is: Educating managers and employees about proper conduct,
company policies, and the grievance process.
• When to use it: Best as a proactive measure, but can also be useful as
a preventative step following the resolution of a grievance.
Characteristics and qualities to have as an HR
handling grievances
• Empathy and compassion
• The ability to understand and share the feelings of others is crucial.
This helps in addressing the emotional aspects of a grievance in a
sensitive manner.
• Communication skills
• Clear, open, and honest communication is essential. The HR
professional should be able to actively listen, ask probing questions,
and convey decisions in an understandable
• Confidentiality
• Given the often sensitive nature of grievances, it's crucial for HR to
maintain confidentiality to protect both the employee and the
organization.
• Neutrality and objectivity
• An impartial approach - ensures that grievances are handled fairly.
HR should not take sides but instead focus on an objective (unbiased)
evaluation of the facts.
• Knowledge of policies and laws (compliance)
• A thorough understanding of organizational policies, as well as
employment laws, is crucial for effective grievance handling.
• What is HR Compliance?
• HR compliance is the process of ensuring that an organization
adheres to the employee and labor laws of the state by setting up
relevant policies and systems.
• Any non-compliance with laws and regulations can lead to business
shutdown and increased costs due to heightened employee turnover
rates
• Attention to detail
• Grievance handling often involves sifting through documentation,
records, and verbal accounts. Attention to detail is essential to ensure
that no critical information is overlooked.
• Analytical skills
• Being able to analyze complex situations and draw logical conclusions
helps in the resolution of grievances. This skill is also useful in
identifying patterns or trends in complaints.
• Decision-making abilities
• The HR professional must be capable of making tough decisions,
often in situations where not everyone will be pleased with the
outcome.
• Emotional intelligence
• Understanding one's own emotions, as well as those of others, is
important for navigating the emotional complexities often present in
grievance scenarios.
• Negotiation skills
• Sometimes, resolving a grievance requires negotiation between conflicting
parties. Skillful negotiation can help reach a resolution that is acceptable to
all.
• Resilience and stress management
• Handling grievances can be emotionally taxing. Being resilient and knowing
how to manage stress are important traits to have.
• Note: Resilience is the ability to withstand adversity and bounce back from
difficult life events. Being resilient does not mean you never experience
stress, emotional upheaval, and suffering. Resilience involves the ability to
work through emotional pain and suffering.
• Accountability
• Taking responsibility for ensuring that grievances are addressed
appropriately and learning from any mistakes or shortcomings.
• Integrity
• Acting with integrity helps to build trust, ensuring that employees feel
comfortable bringing their grievances forward.
• Adaptability
• Policies change, and each grievance is unique. The ability to adapt to
new information and modify approaches is vital.