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Grievance Handling & Grievance Procedure
Krishantha Jayasundara(BA.UOP/PQHRM.IPM/NDTHRD.IPM.Following)
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Grievance
• Any negative factor related to
Wages Hours of Work Working Conditions
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Grievance
Expressed
Implied
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Grievance
Imagined
Real
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Definitions-Grievance
• An official statement of a complaint over something believed to be wrong or unfair.
(http://www.oxforddictionaries.com/definition/english/grievance)
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Definitions-Grievance
• 1. a real or imaginary wrong causing resentment and regarded as grounds for complaint
• 2. a feeling of resentment or injustice at having been unfairly treated
(HTTP://DICTIONARY.REFERENCE.COM/BROWSE/GRIEVANCE)
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Importance of Grievance Handling
Dissatisfaction of a Worker
Dissatisfaction of many workers
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Importance of Grievance Handling
Frustration and Perception of Unfair Treatment
Strikes/Slow down/ Unproductivity
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Importance of Grievance Handling
It affects
Good interpersonal relationships
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Importance of Grievance Handling
It affects
Trust on the management
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Importance of Grievance Handling
It affects
Employees’ Morale
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Importance of Grievance Handling
It can cause
Employee unrest
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Can you think of something more?
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Things to Know
A grievance can be real or imagined
To become a grievance it needs not to be expressed
Need not be true
It causes a feeling of injustice
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Legitimate Grievance
Imagined Grievance
Political Grievance
Types of Grievance
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Grievance Rate
Number of written grievance per Year Total Number of Employees
x 100
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Causes of Grievances
Contract Terms
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Causes of Grievances
Working Conditions
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Causes of Grievances
Unsatisfactory Pay
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Causes of Grievances
Ineffective Pay
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Causes of Grievances
Lack of Participation
in Management
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Causes of Grievances
Irresponsible Employees
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Causes of Grievances
Interpersonal Issues
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Causes of Grievances
Lack of Communication
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Causes of Grievances
Environment of Distrust or non-confident
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Causes of Grievances
Improper HR Practices/Policies
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Causes of Grievances
Improper HR Practices/Policies
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Causes of Grievances
Organizational Culture
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Causes of Grievances
Incompetency of Employee
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To improve human relations
Objectives of Grievance Handling
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Objectives of Grievance Handling
To improve morale and motivation
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Objectives of Grievance Handling
To enhance productivity
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Objectives of Grievance Handling
To enhance organizational Image
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Objectives of Grievance Handling
To prevent accidents and improve safety
standards
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Objectives of Grievance Handling
To establish good HRM practices
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Objectives of Grievance Handling
To identify hot spots
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Objectives of Grievance Handling
To improve communication
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Objectives of Grievance Handling
To ensure speedy solutions for grievances
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Grievance Handling Procedure
1. Define and describe 2. Collect the facts – how, when, where, why 3. Establish tentative solutions4. Check on the validity of tentative solutions5. Apply the solution6. Follow up on the case
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Grievance Handling Interview
Listen
Clarify Act
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Stage 01-Listen
Welcome the person
Assure the fair hearing
Get the grievance off
his chest
Show interest to his story
Make notes of important
areas
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Stage 02 - Clarify
Re-state the grievance in your words
Get his agreement on
that
Make corrections if
any
Obtain further clarifications
Avoid unpleasant arguments
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Stage 03 - Act
Give your decision
Reason out well
Indicate clearly what you
intend to do
Don’t give promises you
can’t keep
Give the feeling of comfort
Preventing is better than curing
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Preventing Grievances
Identify possible grievances
Exit Interview
Attitude Surveys
Complaints Box Observation
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Preventing Grievances
Identify possible grievances
Exit Interview
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Exit Interview
People resign due to
dissatisfaction
Knowing exactly why they leave
They spell out the real truth
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Preventing Grievances
Identify possible grievances
Attitude Survey
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Attitude Surveys
Questionnaires Interviews
Anonymous feedback
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Preventing Grievances
Identify possible grievances
Complaint Box
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Complaint Box
Comfort to complainants
Should not be kept in public
places
Be mindful of the misguiding
information
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Preventing Grievances
Identify possible grievances
Observation
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Observation
Identify the inner feelings of people through behaviour
Observe facial expressions
Overhear the conversations
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