MANAGEMENT OF GRIEVANCESMANAGEMENT OF GRIEVANCESDISSATISFACTION , COMPLAINT & DISSATISFACTION , COMPLAINT &

GRIEVANCESGRIEVANCES

Dissatisfaction :Anything that disturbs an employee , whether or not the unrest is expressed in words.

Complaint : A spoken or written dissatisfaction brought to the attention of the supervisor or the Shop Steward ( In – Charge ).

Grievance : A complaint that has been formally presented to a Management Representitive or to a Union Official

Some Definitions of GrievancesSome Definitions of Grievances1. A grievance is a formal dispute between an 1. A grievance is a formal dispute between an employee & management on the conditions of employee & management on the conditions of employment.employment.2.Grievances are complaints that have been 2.Grievances are complaints that have been formally registered in accordance with the formally registered in accordance with the grievance procedure.grievance procedure.3. A grievance is any dissatisfaction or feeling of 3. A grievance is any dissatisfaction or feeling of injustice in connection with one’s employment injustice in connection with one’s employment situation that is brought to the attention of the situation that is brought to the attention of the management.management.

Features of GrievancesFeatures of Grievances

1.Discontent or Dissatisfaction.1.Discontent or Dissatisfaction.2. Dissatisfaction must arise out of employment 2. Dissatisfaction must arise out of employment & not due to personal reasons.& not due to personal reasons.3. The discontentment can arise out of real or 3. The discontentment can arise out of real or imaginary reasons.imaginary reasons.4. The discontent may be voiced or unvoiced but 4. The discontent may be voiced or unvoiced but it must expression in some form.it must expression in some form.5. Broadly speaking a grievance is noticeable & 5. Broadly speaking a grievance is noticeable & traceable to real or perceived non-fulfillment of traceable to real or perceived non-fulfillment of one’s expectations.one’s expectations.

FORMS OF GRIEVANCESFORMS OF GRIEVANCESa) FACTUAL.a) FACTUAL.

b) IMAGINARY.b) IMAGINARY.

c) DISGUISED. c) DISGUISED.

REASONS FOR GRIEVANCESREASONS FOR GRIEVANCES

1. ECONOMIC.1. ECONOMIC.

2. WORK ENVIRONMENT.2. WORK ENVIRONMENT.

3. SUPERVISION.3. SUPERVISION.

4. WORK GROUP.4. WORK GROUP.

5. MISCELLANEOUS5. MISCELLANEOUS..

HUMAN ASPECTSHUMAN ASPECTS1. Work Environment : Light , space ,heat.1. Work Environment : Light , space ,heat.2. Use of equipment : Tools / Poor Maint.2. Use of equipment : Tools / Poor Maint.3. Supervisory Practices.3. Supervisory Practices.4. Personality clashes.4. Personality clashes.5. Managers’ Behavior.5. Managers’ Behavior.6. Refused requests.6. Refused requests.Problems wits pay / allowances.Problems wits pay / allowances.7. Perceived inequalities in treatment : Pay 7. Perceived inequalities in treatment : Pay ,appeals against performance related awards.,appeals against performance related awards.8. Organizational Change.8. Organizational Change.

EFFECT OF GRIEVANCESEFFECT OF GRIEVANCES1. 1. On ProductionOn Production : Low quality of production , : Low quality of production , Low productivity , Increase in wastage , Increase Low productivity , Increase in wastage , Increase in cost of productionin cost of production2. 2. On EmployeesOn Employees : Increased absenteeism , : Increased absenteeism , Reduction in level of commitment , Increase in Reduction in level of commitment , Increase in accidents , Reduced level of employee morale.accidents , Reduced level of employee morale.3. 3. On ManagersOn Managers : Strained superior – : Strained superior – subordinate relations , Need for increased subordinate relations , Need for increased supervision/control & follow up Increase in supervision/control & follow up Increase in unrest ,thereby machinery to maintain industrial unrest ,thereby machinery to maintain industrial peace.peace.

BENEFITS OF GRIEVANCE HANDLING BENEFITS OF GRIEVANCE HANDLING PROCEDURESPROCEDURES

1. It encourages employees to raise concerns 1. It encourages employees to raise concerns without fear of reprisal.without fear of reprisal.2. It provides a fair & speedy means of dealing 2. It provides a fair & speedy means of dealing of grievances.of grievances.3. It prevents minor disagreements developing 3. It prevents minor disagreements developing into more serious disputes.into more serious disputes.4. It saves employer’s time & money as 4. It saves employer’s time & money as solutions are found for workplace problems.solutions are found for workplace problems.5. It helps build in organisational climate based 5. It helps build in organisational climate based on openness and trust.on openness and trust.

OBJECTIVES OF GRIEVANCE HANDLING OBJECTIVES OF GRIEVANCE HANDLING PROCEDURESPROCEDURES

1. To enable employee to air his/her grievance.1. To enable employee to air his/her grievance.2. To clarify the nature of grievance.2. To clarify the nature of grievance.3. To investigate the reasons of dissatisfaction.3. To investigate the reasons of dissatisfaction.4. To obtain where possible a speedy resolution 4. To obtain where possible a speedy resolution to the porblem.to the porblem.5. To take appropriate actions & ensure that the 5. To take appropriate actions & ensure that the promises are kept.promises are kept.6. To inform the employee his /her right to voice 6. To inform the employee his /her right to voice the grievance & take it to next stage of the the grievance & take it to next stage of the procedure.procedure.

KEY FEATURES OF A GOOD GRIEVANCE KEY FEATURES OF A GOOD GRIEVANCE HANDLING PROCEDUREHANDLING PROCEDURE

1. FAIRNESS.1. FAIRNESS.

2. FACILITIES FOR REPRESENTATION.2. FACILITIES FOR REPRESENTATION.

3. PROCEDURAL STEPS.3. PROCEDURAL STEPS.

4. PROMPTNESS.4. PROMPTNESS.

DISCOVERY OF GRIEVANCESDISCOVERY OF GRIEVANCES

a) Observation.a) Observation.

b) Grievance procedure.b) Grievance procedure.

c) Gripe Boxes.c) Gripe Boxes.

d) Open Door Policy.d) Open Door Policy.

e) Exit Interview.e) Exit Interview.

f) Opinion Survey.f) Opinion Survey.

ESSENTIAL PREREQUISITES OF A ESSENTIAL PREREQUISITES OF A GRIEVANCE REDRESSAL PROCEDUREGRIEVANCE REDRESSAL PROCEDURE

1. Conformity withstatutory provisions.1. Conformity withstatutory provisions.

2. Unambiguous.2. Unambiguous.

3. Simplicity.3. Simplicity.

4. Promptness.4. Promptness.

5. Training.5. Training.

6. Follow up.6. Follow up.

STEPS IN GRIEVANCE REDRESSAL STEPS IN GRIEVANCE REDRESSAL PROCEDUREPROCEDURE

1. Identify grievance at the earliest.1. Identify grievance at the earliest.

2. Define the grievance correctly.2. Define the grievance correctly.

3. Collect data.3. Collect data.

4. Prompt Redressal.4. Prompt Redressal.

5. Implement and follow up.5. Implement and follow up.