Grievance Handling

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What is Grievance?

Grievance means any type of disappointment or unhappiness arising out of factors related to an employee’s job which he thinks is unfair. Grievance can be factual, imaginary or disguised.

A grievance arises when an employee goes through an unfair, unjust or inequitable situation or treatment at the workplace. This feeling grows over a period of time and leads to a complaint by the aggrieved employee. And if his complaint goes unheard or unattended for a long time it takes the form of grievance.

A well-defined grievance procedure is an important element of sound industrial relation machinery. To maintain industrial peace prompt actions should be taken and the grievance of the employees should be effectively attended to.

A grievance is any dissatisfaction or feeling of injustice in connection with one’s employment situation that is brought to the attention of management.Dale S Bearch
A grievance is any discontent or dissatisfaction whether expressed or not, whether valid or not, arising out of anything connected with the company that an employee thinks believes or even feels, is unfair, unjust or inequitable.Michael J Jucious

Causes of Grievance

There are various factors that leave an employee unhappy and dissatisfied at the workplace. They become a cause of concern and results in a demotivated staff. Below are some of the causes:

Inadequate Wages and Bonus

When the workers are not paid adequate amount of wages and bonus for their hard work or if equal wages are not paid for the same work, grievance may arise.

Unachievable and irrational targets and standards

Sometimes targets set by the managers are so impractical, that they cannot be achieved easily. Workers eventually get under tremendous stress and pressure in the effort of chasing the targets, this leads to grievance among the employees.

Bad working conditions

Working conditions is a very important factor that impacts the satisfaction level of an employee. Bad working conditions, unavailability of tools and proper machinery etc lead to grievances amongst the employees.

Inadequate health and safety devices

Companies while paying attention to maximizing their profit end up compromising with the health and safety conditions of the employees. Unhygienic environment, poor safety conditions etc demotivates an employee to come to the work place.

Strained relationship amongst the employees

Sometimes the employee feels jealous, anxious, nervous etc. working with their employees, superior or subordinate. Absence of healthy relationship amongst the employees leads to an environment which is conducive to unhappiness, dissatisfaction and grievance.

Layoffs and Retrenchment

At the time of economic breakdown, every company try to reduce the strength of their employees so that they can cut down the overall cost. In such cases, the retrenched employees feel cheated and it also instils fear in the minds of the employees who are retained.

Lack of career planning and employee development Plan

Planning enables employees to think about their future and overall development. For the employees to stay successful in their career it is a must for them to keep pace with the changing trend and environment. Lack of planning and showing no interest in the development of an employee makes them dissatisfied and stagnant in life.


Effects of Grievance

A dissatisfied and unhappy employee will not be able to perform to the best of his ability. His mind will be preoccupied with the things that are bothering him which leads to lack of focus on his current job in hand. It leads to drop in productivity and efficiency of the employee and the organization on a whole.

Below are some of the effects of employee grievance:

  • Demotivated staff: If there is no corrective action taken when an employee approaches with a complaint regarding something that is troubling him at the workplace, he may end up feeling frustrated and demotivated. A demotivated employee losses his interest in his work or job assigned. He works only for the sake of wages or salaries.

  • Low Productivity: If the grievance is not sought out in proper time or as and when it arises employees become dissatisfied and will not work to their full potential which leads to low productivity overall.

  • Labor unrest: Distressed employees if not handled properly eventually can even get violent which will cause heavy damage to the company.

  • Absenteeism: Delay or neglect in solving the problem of the employee will kill the drive in him to report to work every day This may cause an unwanted increase in absence rate.

  • High rate of attrition: Attrition rate refers to the number of people leaving an organization over a period of time. If an employee is unhappy with the organizations working conditions, culture etc, the organization may end up eventually losing the employee to its competitors in the industry.

  • Strains the superior-subordinate relationships: Once disciplinary action is taken against a subordinate it strains the relationship between the superior and him as he feels that the action must be taken as per superiors’ recommendation or with his consent and knowledge.

  • Reduces employee morale and commitment: An unattended grievance of an employee may make him feel that he is been taken for granted by the organization. His morale and faith in the organization may come down tremendously and he may not feel committed to the organization anymore.

  • Increase in wastage and cost: With an occupied mind the employee may not be able to focus in utilizing the factors of production to the optimum level, this might lead to wastage of materials and lead to high costs.

Elements Required for an Effective Grievance Handling

The effectiveness of a grievance procedure depends on some prerequisites which are as follows:

  • Acknowledging grievance: Any kind of discontent or dissatisfaction whether expressed or not, whether valid or not, should be entertained by the superiors and managers, there should be a free flow of communications and the employees should feel free to express whatever is troubling them.

    Acknowledgement of their problems instills confidence in them that they are in safe hands and their problems will be resolved.

  • Quick action: As we all know justice delayed is justice denied. A grievance should be settled at the lowest stage, it will ensure the worker that management is listening to them and trying to solve their problems. The grievance procedure must aim at a speedy settlement of a grievance.

  • Adherence to prevailing law: The grievance procedure should be planned in compliance with the existing law. In other words, the existing grievance machinery as provided by law should be strictly followed.

  • Clarity: The procedure should be clear and simple enough to be understood by each and every employee. Every employee must clearly understand the different stages of the procedure, the forms to be filled up etc.

  • Grievance handling training to be imparted to the supervisors and union representatives: Training should be imparted to the supervisors and union representatives because they are the one, who guide, supervise or spend more time with workers at the workplace.

    So if any grievances arise it will instantly come to their knowledge, it is most effective if the grievances are resolved at that stage itself, there will be no need of taking it further to the next level.

  • Execution and review (follow up): A regular follow up of the system increases the faith of the people in the system. The HR department should periodically review the grievance procedure of an organization and make the necessary changes whenever required.

Steps in Grievance Handling

Grievance affects not only the employee and the manager but also the organization as a whole. The grievance procedure has to be carefully designed and implemented as it deals with human sentiments.

Below steps should be followed to redress the grievance for smooth functioning of the organization.

Acknowledge and understand grievance

The first step in grievance handling is to timely acknowledge the problems before they turn into actual grievances through several means such as:

  1. Observation: Through observation, a manager/supervisor can easily track the behaviour of people working under him. He can easily find out the unusual behaviour and prepare report accordingly.

  2. Opinion surveys: Periodical interviews, group meetings, collective bargaining sessions etc with the workers are also helpful in knowing employee discontent before it becomes a grievance.

  3. Gripe boxes: It is a box in which employees can drop their complaints. Employees do not have to disclose their identity while expressing their feelings of injustice or discontent.


  4. Exit interviews: Employees usually leave their current jobs due to dissatisfaction regarding some areas at work. Exit interviews, conducted properly, can provide important information about employee’s grievances.

  5. Open door policy: This policy is useful in keeping touch with the employee’s feelings as some organizations extend a general invitation to their employees to talk over their grievances in the manager’s room.

Gathering facts and data

The next step is to collect facts and data about the grievance from all the parties involved. Everyone’s opinion should be given equal importance and no fact should be neglected or ignored

Analysis of the grievance

The problem should be analyzed on the basis of the facts and data received after taking into consideration the economic, social, psychological and legal issues involved in them.

Deriving a solution

After analyzing all the facts and data, different alternative solutions to the problem should be discussed and the best solution should be selected.

Redressal

The grievance should be redressed by promptly putting into action the best solution selected. The employee should be relieved of the stress and discontent as soon as possible.

Execution and Follow up

Once the solution is executed and implemented, there should be a timely follow up registering the employee’s reaction to the decision. Also, it should be checked time and again whether the issue has been properly closed and it should be made sure that it does not reoccur.


Benefits of Grievance Handling

The benefits of a good grievance handling system are as follows:

Avoids disputes

Before a grievance takes the form of any kind of dispute, it is the duty of the management to solve it as soon as possible. Timely redressal of grievance saves the organization from settling a dispute that may arise otherwise.

Opportunity for the workers to express their dissatisfaction

It provides the workers an opportunity to express their fears, anxieties and dissatisfaction. It brings grievance to the open and to the knowledge of the managers so that they can take a step to resolve it.

Boosts morale and emotional security

It provides employees a platform where they can formally release their emotional stress and dissatisfaction. It thus builds within him a sense of emotional security.

Enhances commitment of the staff

When the employees feel emotionally secured that their problems and grievances are being attended to and resolved promptly, they feel a sense of commitment to the organization. Their drive to perform to the best of their ability increases and they become more loyal towards the organization.

Helps maintain cordial relationship

Acknowledgement of employee grievance by the managers and redressal of the same as soon as possible promotes a healthy relationship between the subordinate and the superior. The subordinate feels cared for and in return would follow the instructions of the superior with greater dedication.

Improves staff productivity

When an employee grievance is attended to and a prompt action is taken to redress it, it boosts the employee’s morale, motivates him to maximize his potential and work with full dedication and commitment. This results in higher standards of productivity and optimum utilization of resources.


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