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Today we are going to discuss grievances. So are you ready with your list! I am sure
you will have a long one. In fact we are so much used to cribbing and complaining
that we forget the good things of life. We take them for granted!!
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Let us examine another definition of grievance.
It arises when an employee feels that something has happened or is going to happen
which is unfair, unjust or inequitable. Thus, a grievance represents a situation in
which an employee feels that something unfavorable to him has happened or is going
to happen. In an industrial enterprise, an employee may have grievance because of
long hours of work, non-fulfillment of terms of service by the management, unfair
treatment in promotion, poor working facilities, etc.
Nature of Grievance:
Grievances are symptoms of conflicts in the enterprise. Just like smoke could
mean fire, similarly grievances could lead to serious problem if it is not addressed
immediately! So they should be handled very promptly and efficiently. Coping with
grievances forms an important part of any job. The manner in which a manager deal
with grievances determines his efficiency of dealing with subordinates. A manager is
successful if he is able to build a team of satisfied workers by removing their
grievances.
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Another point that needs to be noted here is that the grievances may relate to either
one employee (individual grievances) or group of employees (group grievances).
Individual and group grievances are to be redressed through grievance procedure,
which we would be studying in detail a little later in the class. Individual employee or
group of employees concerned and manager concerned play vital role in grievance
procedure.
Now let me ask you a question. What do you think is the difference between
grievance and conflict? Are they the same? Can they be used interchangeably?
We discussed in the definition of grievance that it may be valid or not. Now don't tell
me that you have forgotten the definition!
Forms of Grievances.
A grievance may take any of the following forms:
- Factual,
- Imaginary,
- Disguised.
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Imaginary: When an employee's grievance or dissatisfaction is not
because of any factual or valid reason but because of wrong perception, wrong
attitude or wrong information he has. Such a grievance is called an imaginary
grievance. Though it is not the fault of management, the responsibility of
dealing with it still rests with the management. So the problem is not real. It is
in the mind or just a feeling towards someone or something. So be careful
your grievances could be very much imaginary!
FORMS OF GRIEVANCE
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Identifying grievances:
- It is so beautifully described that good management redresses grievances as
they arise; excellent management anticipates and prevents them from arising. An
effective manager thus has to be proactive. A manager can know about the problems
even before they turn into actual grievances through several means such as:
- Exit interviews
Suggestions boxes
Opinion surveys
Open door policy.
(B) Gripe Boxes: These are boxes in which the employees can drop their
anonymous complaints. They are different from the suggestion boxes in
which employees drop their named suggestion with an intention to receive
rewards It is normally said that if you want to progress in life, you should be
close to critics. These gripe boxes can perform the role of critics for the
organisation. The management should carefully act upon the information thus
gathered. Now I don't want to sound repetitive by saying that the internal
customers of an organisation should be satisfied if the external customers are
to be kept happy.
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sessions etc. through which one can get information about employees'
dissatisfaction before it turns into a grievance.
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What leads to a grievance?
Let us discuss the causes of grievances
- Over - ambition.
- Excessive self-esteem or what we better know as ego.
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- Impractical attitude to life etc.
Effects of Grievances:
- Frustration
- Alienation
- Demotivation
- Slackness
- Low Productivity
- Increase in Wastage & Costs
- Absenteeism
- In discipline
- Labor unrest
1. A grievance should be dealt with in the first instance at the lowest level: that
is, an employee should raise his grievance with his immediate superior. It may
be simple to settle it on the spot and that will be the end of it. Even if it cannot
be settled at that level, the man's superior will know what is happening. This is
necessary not only to maintain his authority, but also to prevent him from
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being aggrieved, as he will certainly be, if he is by-passed and hears of the
complaint from his own superior.
2. It must be made clear to the employee what line of appeal is available. If he
cannot get satisfaction from his immediate superior, he should know the next
higher authority to which he can go.
3. Since delay causes frustration and tempers may rise and rumors spread around
the work, it is essential that grievances should be dealt with speedily. As it is
said that a stitch in time saves nine, similarly the problems of the employees
should be taken care of by the management least it should become a major for
the management.
4. The grievance procedure should be set up with the participation of the
employees and it should be applicable to all in the organisation. The policies
and rules regarding grievances should be laid down after taking inputs from
the employees and it should be uniformly applicable to all in the organisation.
It should be agreed that there would be no recourse to the official machinery
of conciliation unless the procedure has been carried out and there is still
dissatisfaction, and moreover, there must be no direct action on either side,
which might prejudice the case or raise tempers while the grievance is being
investigated.
5. Can you explain to me that why do we need to take inputs from the employees
while framing the policies? Yes... it is necessary because it is going to be
applicable to the employees and not only that; if the employees have
contributed to the policies then their commitment is higher.
6. Have you read something about the Open - Door Policy and the step- ladder
procedure of discipline!!
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Step-Ladder Procedure
Under the step-ladder procedure, the employee with a grievance has to
proceed step by step unless he is able to redress his grievance. According to
the Model Grievance Procedure, an aggrieved employee shall first present his
grievance verbally in person to the officer designated by the management for
this purpose. An answer shall be given within 48 hours. If he is dissatisfied
with the answer, the worker will present his grievance to the head of the
department, who will give his answer within 3 days. If the worker is
dissatisfied with the answer, he may ask that his grievance should be referred
to the Grievance Committee, which shall make its recommendations within 7
days to the manger. The management must implement unanimous
recommendations of this committee. A dissatisfied worker can apply to the
management for a revision of its decision within on week's time.
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Discovery of Grievances
Grievances can be uncovered in a number of ways. Gossip and Grapevine offer vita!
clues about employees grievances Gripe boxes, open door policies, periodic
interviews exit surveys could also be undertaken to uncover the mystery surrounding
grievances These methods are discussed below
up and burst up in violent forms at a future date. By that things might have taken an
ugly shape altogether, impairing cordial relations between labour and management if
management fails to induce employees to express their grievances, unions will take
over and emerge as powerful bargaining representatives
Gripe Boxes: A gripe box may be kept at prominent locations in the factory for
lodging
eveal his identity, he can express his feelings of injustice or discontent 'ankly and
without any fear ot victimization
4) Open door Policy: This is a kind of walk-in-meeting with the manager when the
employee can express his feelings openly about any work related grievance. The
manager can cross-check the details of the complaint through various means at his
disposal
5) Exit interview: Employees usually leave their current jobs due to dissatisfaction or
belter prospects outside. If the manager tries sincerely through an exit interview he
might be able to find out the real reasons why 'x1 is, leaving the organization To elicit
valuable information, the manager must encourage the employee to give a correct
picture so as to rectify the mistakes promptly If the employee is not providing fearless
answers, he may be given questionnaire to fill up and post the same after getting all
his dues cleared from the organization where he is currently
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6) Opinion Surveys: Surveys may be conducted periodically to elicit the opinions of
employees about trie organization and its policies
It is better to use as many channels as possible, if the intention is to uncover the truth
behind the curtain
1. The labour contract approach is a wholly legalistic approach. The management and
the worker, categories covered by the contract, follow the provisions therein
Grievances are those defined by the contract, and the process for dealing with the
grievance is clear to all concerned and specified with the time span for each stage The
provisions and the interpretations thereon of the contract are of paramount
importance, more than concern for specific exceptions depending on the
circumstances of the case.
2. The human relations school is the antithesis of the legal contract school. The
employee anil specific problem is the major concern. The concern is for
understanding and doing something help overcome the individuals' problem, the
fundamental assumption being that individuals' more important than production
targets. It is quite likely that understanding their -Leeds are grievances will help in
attaining production targets, but primarily individuals are the end rather than a means
to the end.
Obviously, these are two extreme situations; many organizations have practices some-
where in between It is possible to envisage a contract with a human relations
approach, intact, in the final analysis, it amounts to the "spirit'' in which the grievance
procedure is implemented in an organization involving both managerial and worker
attitudes.
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1. An aggrieved employee shall first present his grievance verbally in
person to the officer designated by the Management for this purpose. An
answer shall be given to him within 48 hours of the presentation of the
complaint.
2. If the worker is not satisfied with the decision of this officer or fails
to receive an answer within the stipulated period, he shall in person or by
his departmental representative, if required, present his grievance to the
head of the department designated by the management for this purpose.
And he will get the answer within 3 days of the presentation of his
grievance.
• Calculating the various time intervals under the above clauses, holidays
shall not be included.
• The Management shall provide the necessary clerical and other assistance
for the smooth functioning of the grievance machinery.
• During the working time, the concerned person may go for enquiry with the
Labour/personnel Officer, provided the he has taken permission from his
supervisor. Hence he may not suffer any loss of payment.
In the case of any grievance arising out of the discharge or dismissal of a worker,
the above procedure shall not apply. If it is so, he may appeal wither to the
dismissing authority or to a senior authority within a week from the date of
dismissal or discharge.
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Elements of a Grievance Procedure
The basic elements of a grievance redressal procedure are
i) The existence of a sound channel through which a grievance may pass for
redressal if the previous stage or channel has been found to be inadequate,
unsatisfactory or unacceptable this stage may comprise three, four or five sub-stages.
i) The procedure should be simple, definite and prompt, for any complexity or
vagueness or delay may lead to an aggravation of the dissatisfaction of the aggrieved
employee. -
c) Analysis the facts, after taking into consideration the econcmic, social,
psychological and legal issues involved in them.
iv) Whatever the decision, it should be followed up in order that the reaction of the
decision may be known and in order to determine whether the issue has been closed
or not.
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Guidelines for Effective Handling: Grievance
While dealing with grievances, a manager cannot depend upon some ready-
made, solutions. Every case has to be dealt with on merit. The following guidelines
may help to deal effectively with the grievances:
- The superior should try to get at the root of the problem. It should be
remembered that symptoms are not the problems. It should also be noted that
if there are symptoms, there would be a problem as well.
- If the grievances are real and their causes located, attempts should be made to
remove the causes.
- Every grievance must be handled within the reasonable time limit. I am sure
you will agree with this. Imagine you have a genuine problem and you share it
with the authorities. You will also expect immediate action taken to take care
of your problem.
- All grievances should be put into writing. Some proofs required as well..
- Relevant facts about the grievance must be gathered. The management should
not haste!
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ESSENTIALS OF A GRIEVANCE PROCEDURE:
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6. Follow-up: The personnel department should review the working of the
grievance procedure periodically and necessary changes should be introduced
to make it more effective. This is generally ignored by the organizations. A
regular follow up of the system increase the faith of the people in the system.
Therefore it is necessary that the grievance procedure should be reviewed
whenever it is so required.
Please note that there can be a shortcut to handling Grievances. Let us study this in
the form a checklist.
- Consult others
- Refer to the written policy
- Consider the employee's view point
- Look at the employee's record
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- Keep your cool
- Prepare the case for appeal.
4. Follow Through
Scope
The grievance procedure normally deals with matters relating to amenities/facilities,
continuity of service, compensation, discharge/dismissal, fines, increment, leave,
medical benefits, misconduct, nature of job, promotion, safety, suspension, transfer,
victimization, warning letter.
Stage I
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make the necessary enquiries and return the form with his remarks or those of the
departmental head within two days. If the case requires reference to higher
authorities, the time limit may be relaxed.
Stage II
If the employee is still dissatisfied with the decision, he can appeal to the head of the
department directly on Grievance Form II within three days of receiving the reply
from the general foreman. Cases of suspension may be submitted within a week of
the receipt of suspension order of the decision at Stage I. The departmental head will
pass an order within threeworking days.
Stage III
If the employee is not satisfied with the decision at Stage II, he may appeal to the
chairman of the Zonal Works Committee on an ordinary paper or a Grievance Form
III within a week of the reply received at Stage II. Appeals against
discharge/dismissal have to be addressed only to the chairman of the Zonal Works
Committee within two months of the receipt of the orders of discharge or dismissal.
Based on the committee's unanimous recommendations to which no objection is
raised by management or the union, the management will decide the case within
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- Be consistent: Having policies and procedures in place means that all
employees are treated in the same way.
- Admit errors: If you have acted incorrectly or inappropriately - say so!
Then fix the problem.
- Closure: Decide your response/action and give a full explanation. This
allows the matter to be finalised.
- Learn from it: The resolution of this grievance should give you practical
insight in how to deal with this situation (and possibly others) in the future.
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Resolving complaints
The best way to clear the air of complaints is to focus on problems before they
fester. These five strategies make that easier:
1. Watch your tongue. The way you react to a complaint immediately sets a
tone. Managers often discourage employees from telling them what's
wrong by subtle threats or outright punishment. In that case, "the
complaints go underground, surfacing as water cooler conversation and e-
mails that reek of Dilbert-esque cynicism," says Larry Johnson, co-author
of "Absolute Honesty."
Don't trivialize the grievance, even if it's a noisy protest about the lack of a
cappuccino machine in the lunchroom. You don't have to remedy every
complaint, but you should be courteous. "Employees want to be heard, so
open by saying, 'I appreciate, I respect, I understand why you might feel
that way,'" says Jay Arthur, author of "Motivate Everyone."
To avoid legal pitfalls, clearly define the process and ensure that it's private
and moves toward an outcome or resolution. "Supervisors should set a time
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in which to respond," says management consultant John Reddish at Advent
Management in Chadds Ford, Pa.
"Good point. We can fix that." Then identify and document how. o "Can you
clarify your complaint and/or get me more facts by [such-and-suchtime]... so I
can better evaluate or act on it." o "We can't change the situation and here's
why... " Explain your company policy. After that, don't forget to update HR or
any appropriate managers.
The CEO might talk about business trends, worries he has, the impact of
international events — basically, a casual "state of the company" address.
"In the course of the meeting, he might ask, 'What else would you like us to
address?'" Michels says. He might also invite employees to talk to him
later, privately, if something's on their mind. "The best companies are
places where the chain of communication goes both ways," Michels says.
Obviously, all complaints aren't created equal. But ignoring them altogether
can only cause damage. Start working on that manual.
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cleaning the machines. Recently Ram Avatar has noticed that he is required to
spend much more time cleaning machines than are the other helpers. Since this is
the least pleasant and lowest -status of all his tasks, he thinks it is unfair that he
should have to do so much of it.
When Ram Avatar discusses his problems with the supervisor, Sharma, he is told
that job assignments are arranged in order to use the workforce more efficiently.
All helpers are hired with the understanding that they will be doing one or all of the
tasks noted above. Sharma feels that some of the other men are more skilled in
handling the material and feeding machines. So it seems a better use of manpower
to have Ram Avatar spend more of his time cleaning machines.
Unsatisfied by Sharma's answer, Ram Avatar considers calling in the union for
help. He hesitates for a while; for fear that such a step may antagonize his
supervisor and win him the reputation of troublemaker. Then he decides that, after
all, help is what he pays dues for. So Ram Avatar talks to the union representative
for the machine shop, who happens to work in an adjacent building. The
representative discusses the problem with Sharma and reports back to Ram Avatar
the next day.
Sharma refuses to do anything. He says it's his job to make decisions like this one,
and he is not trying to discriminate against you. I'm not satisfied with his answer;
I'll see the general Secretary tonight at the union meeting and see what he says."
The representative goes to the General Secretary and describes the case. Here is the
General Secretary's reaction:
"This is not a simple case; we have to be careful. In the first place we have to
consider the reaction of the other men in the department. Ram Avatar is the newest
employee; they may get pretty sore if more of this cleaning work is thrown at them.
Secondly, the whole thing may backfire. Our present agreement is weak on this
point. Here is actually nothing to prevent the company from changing a man's
work, and if they start giving him a lot of the dirty jobs if they want to be meaning
about it, they might be able to justify paying him less money since his work may
now be less skilled than before. But only chance to win would be if we could show
that the supervisor was doing this to Ram Avatar because he didn't like him. That
would be covered by clause 14. Discuss it with Ram Avatar, and if he has some
evidence on this, get him to sign a grievance."
Ram Avatar agrees to sign the formal grievance papers charging Sharma with
discrimination. He notes on the printed form that his assignment to excessive
clearing duties followed an argument with Sharma over new uniforms. "When I
complained that my uniform (supplied by the company) was too torn, Sharma said
I was always complaining and ought to have
something to really complain about for a change". The grievance is also signed by the
representative the supervisor himself signs it, but only after adding this note:
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Grievance refused - employee has not been discriminated against." Then in the
General Secretary sends the grievance to the plant manager, asking for an
appointment to talk over the matter.
After the manager receives the grievance, he calls in the supervisor, Sharma to get his
version of the case. He also checks with the GM - Personnel to see whether similar
cases have established precedents in this area that would affect the settlement.
The manager is at first concerned that this might be a cause for discrimination. The
company has a firm policy that no supervisor is to allow personal feelings to enter
into personnel decisions. Having satisfied himself that Sharma was right, the manager
feels that he cannot grant the grievance. To do so would be to open the door to a
stream of union challenges of work assignments. The manager tells the general
Secretary that even though a man may feel he is getting more than his share of
unpleasant jobs, it is up to the supervisor to make such decisions in accordance with
his own work requirements and the available manpower. So while he will caution
Sharma to make sure such assignments are dictated by work needs and not by his
personal feelings toward particular employees, the grievance will have to be refused.
The manager's answer to the grievance is, "No agreement violation, supervisor was
acting within normal management prerogatives."
Case prepared based on the book "Personnel: The Human problems of Management"
by George Strauss and Leonard R. Sayles.
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BIBLIOGRAPHY
www.Wipepedia.comom.
www.gooogle.com.
www.scribed.com.
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