Principles of
grievance handling are guidelines for the efficient and effective settlement of
a grievance. It is very important to settle a grievance always at the lowest
level if possible. This was mentioned earlier as a principle presented by the
Indian institute of personal management to be followed in designing it.
5.2. The
Immediate superior should follow the following principles for efficient and
effective grievance handling:
v Treat all
grievances as important: The grievance procedure should be
demonstrated fairly. The attitude of the supervisor is very important. He
should accept the employee’s right to appeal as long as no by-passing is
involved. In a unionized company, supervisors should also recognize the
employees’ right to be represented by a union official, if they so desire.
v Obtain all the
relevant information: It is important to get information not only
from the employee who presents the complaint but also from others who are aware
of the problem. It is necessary to treat the grievance and take action without
delay, a sufficient time needs to be spent to obtain all information
essential for making a correct decision. (Sincerity and professionalism of the
superior).
v
Discuss:
Discussion is to be done without arguing.
v Proper Listening: First
the manager should stop talking and pay attention to the grievance.
v Build Trust: It is
possible to build trust within the grieved employee.
v Accept Mistakes: If the manager finds that he or she made a
mistake, admitting it is very important. Accepting mistakes is not a weakness
of the superior in this context. It is a good trait to be possessed by the
superior so that the grievant can find a solution to settle.
v
Utilize
authority wisely: The superior may process the authority to make a decision
to solve the grievance without holding any discussion with the grievant.
Frequently the grieved employee resents the decision taken without a
discussion. There is a more tendency within the grieved employee to accept the
decision positively if taken after a free discussion between the two people.
v Give the decision promptly: After the decision is taken it should be communicated
to the relevant employee and this should be done by management promptly. When
an employee complains about a condition and the facts don’t back him/her up,
the best the manager can do is to demonstrate that the settlement is just even
if it is not exactly what the employee would like(Bittel and Newstrom,1990).
v Do a follow-up: The manager should do a follow-up to make sure
that the decision was taken to solve the grievance has been implemented and whether
the grievance has been settled due to the decision. There is a need to do a follow-up
to ascertain what has happened and what will happen.
v Seek expert advice if necessary:
The manager needs some expert advice, he/she
should not be hesitant to get it from the right person who may be the HR manager
in the organization or maybe another well-experienced superior/person.
v Maintain Records for future
reference: The manager
should maintain records of all grievances presented, their impact on
productivity, and the decision taken to settle them. Grievance records will be
very useful for future research and HRM audits.
v
Get
proper training on grievance handling: The manager needs to undergo training on
grievance handling so that they will acquire better knowledge and skills
regarding the issue. An important aspect on which training should focus is
proper listening. Giving proper training to the immediate superior is a responsibility
of the top management that wishes to maintain favorable LMR and employee
relations.
5.3 Dimension and Elements of
Grievance Handling
Figure 19-3 Dimensions and Elements of Grievance Handling.
Reference
Your Article Library.
2022. 7 Main Principles for Handling Grievances. [online] Available
at: <https://www.yourarticlelibrary.com/business-management/7-main-principles-for-handling-grievances/2643>
[Accessed 9 May 2022].
Answers.microsoft.com.
2022. C:\Users\user\Downloads\WindowsXPMode_eu-us.exe is not a valid
Win32 application. [online] Available at:
<https://answers.microsoft.com/en-us/windows/forum/all/cusersuserdownloadswindowsxpmodeeu-usexe-is-not-a/6e912f58-335c-e011-8dfc-68b599b31bf5>
[Accessed 9 May 2022].
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