Wednesday, April 21, 2010

“Grievance Handling Procedure” – Prof.M.S.Rao

“It is not always who is right and who is wrong. But it is always what is right and what is wrong.” – Prof.M.S.Rao, Chief Consultant, MSR Leadership Consultants, India.

What is Grievance?

Grievance is all about violation of the contract, practices, rules and regulations. As human beings are different there is bound to be grievances among employees leading to conflicts at the workplace. To avert any kind of conflicts within the organization, there is need for a proper grievance procedure so that the employees feel that their grievances are addressed and redressed.

Essential Ingredients for Grievance Procedure:

The grievance process must be clear and simple. It must be well-defined. It must conform to the current legislation without any prejudice. There should not be any delay in the grievance process as it might result into crisis. Regular training must be provided to the supervisors and seniors who involve in this process so that they can handle effectively. Finally, there has to be follow-up to check the status of the grievance and for improving the systems better from time to time.

Steps in Grievance Handling Procedure:

Identify the grievance and acknowledge the same. Listen carefully to the complainant. Define the grievance clearly. Gather the complete information with facts and figures. Analyze and search for multiple solutions to the grievance and finally select the best feasible and possible solution and implement the same. Ensure that there is follow-up at each stage for successful grievance procedure.

Prescriptions During Grievance Procedure:

• If you are not the appropriate person, refer to the right person.
• Spend adequate time with the complainant.
• Be cool and composed during the process.
• Check for facts and figure rather than hearsay.
• Practice attentive listening skills.
• Find out what bugs the complainant.
• Don’t have any preconceived notions about the involved parties.
• Don’t threaten people.
• Always try to settle the grievance at the lower level amicably rather than dragging to the higher levels where it might become more complicated.
• Conduct the grievance hearing privately.
• Make necessary changes, if there are any irregularities in policies and procedures.
• Keep the entire grievance process confidential.
• Always make the process win-win.


"Language alters our perception of reality, because we see the world through words," writes Dr. David J. Lieberman. "Language is the basis of thought and thought is the extension of emotion." (Lieberman, David J. Get Anyone to Do Anything and Never Feel Powerless Again. New York: St. Martin's Press, 2000). It is essential to use the right language during the entire grievance handling procedure to ensure successful outcomes.

Managers must address and redress the grievances in the initial stage itself. The grievance should not only be addressed and redressed but also seems to be redressed in the eyes of the involved parties.

Every management should have efficient handling employee grievances to ensure organizational excellence and effectiveness. Right mechanism, procedures and practices help ensure organizational culture and climate leading to better productivity and performance.


Anonymous said...

that's a very nice article.. but how can we fist identify a grievance and then handle it?



Kalyan Ghosh said...

Nice write up systematic grievance handling procedure has been discussed elaborately. But who cares? Government of India acts as a post office to handle grievance. The grievance is forwarded again to the same place where injustice has been done. Grievance is disposed off without any consideration/hearing of the victim. NeGP, Digital India etc are just hoodwinks.A hapless commoner in India is bound to bear with injustice.

Ankit Mathur said...

An interesting read and well covered points. You can also add something related to how the manager looks at grievance, its importance and this mostly depends upon the manager personal behavior and thoughts.