Grievance

A grievance occurs when an employee feels that he or she is being wrongly

treated by his her colleagues or the superior officer. This can arise out of the

feeling of being picked on, unfairly appraised in the annual performance

report, and unfairly blocked for promotion or discrimination against on

grounds of race, tribe, sex, religion, cultural practice, and the like.

For the purpose of harmonious interrelationship in the organizational setting,

an employee who has a grievance should be opportune to pursue it and

request to have the problem resolved.

 Characteristics
i . It may be unvoiced or expressly stated by an employee;

ii. It may be written or verbal;

iii. It may be valid and legitimate, untrue or completely

false, or ridiculous; and

iv. It may arise out of something that is connected with

the organisation in some way or the other.
 Tools to discover grievance
. Exit Interview:
1

Employees generally quit the organisations due to dissatisfaction or better

prospectors elsewhere. Exit interview, if conducted effectively, can provide vital
information about employee’s grievances.

2. Gripe Boxes:

These are boxes in which the employees can drop their anonymous complaints
in the organisations about the causes of dissatisfaction. It is different from the
suggestion scheme system in which employees drop their named suggestions
with an intention to receive rewards.

3. Opinion Surveys:

Group meetings, periodical interviews with employees, collective bargaining

sessions are some other means through which one can get information about
employee’s dissatisfaction before it turns into a grievance.
4. Open Door Policy:

In this policy no employee is prevented from going to management

directly with his grievance. It is useful in the case of small organisation
but in a large organisation this would not be possible because the top
management may not have the time to attend to each grievance at a
personal level.

5. Grievance Procedure:

It is one of the most important means for employee to express their

dissatisfaction. It also helps to management to keep a check on
relevant diagnostic data on the state of the organisation’s health. Thus
it is important to have a grievance procedure to process grievances.
 Features of Grievance
i. Grievance reflects dissatisfaction or discontent
experienced by employees.
ii. It is a sense of injustice to one’s job meted out by the
employer.
iii. It may be expressed or implied.
iv. It may be verbal or written.
v. It may be real or imaginary.
vi. It may be valid and legitimate or may not be so.
vii. Grievance may arise out of something related to
employee’s service contract.
viii. Grievance, not addressed in time, gives rise to
discontent, frustration, poor morale and low productivity
 Types of grievance

Type # 1. Visible Grievances or Hidden Grievances:

When the grievances are clearly visible to the others is called visible grievances. But it is not
necessary that all times these are visible then these are called hidden one. It is called hidden
grievances.

2.Real or imaginary

The grievances may be real or imaginary also. These may be called genuine or imaginary too.
When a grievance is due to a valid reason and related to the terms of employment only. The
management or concerned party responsible for redressing of grievance is called real, genuine or
factual grievance. Second, imaginary grievance is that when it is there not for any valid reason.
The management is not at fault. It is called imaginary only.

3. Expressed or Implied:

There may be expressed or implied grievances. When an employee felt the grievance and
expressed or reports to the management in written or oral forms, is called express because it has
been made clear. When it is not made clear but from the situation it can be inferred or judged that
there is a grievance. That type of grievance is called implied grievance.
4. Oral or Written:

According to the way of expression, the grievances can be oral or written. When orally it is reported
or expressed then it is called oral grievance. An employee makes a written complaint then it
becomes written grievance. Entirely according to their expression the grievances are classified.

5. Disguised Grievances:

Sometime the grievances take place but the employees do not know the reasons of grievances. The
causes of grievances are unknown. These are called disguised grievances. This type of grievances
take place due to mental pressure or frustration due to other factors and not related to work.

6. Individual or Group Grievances:

The grievances may be related to individual employee or a group of employees. In group we may
include team, department, etc. When an individual is affected then it is called individual grievance.
When a group is affected due to the grievances and reported then it becomes a group grievance.
Other factors for formation of types are not considered other than party affected.
7. Union Grievances:

The union presents the grievances to the management on behalf of member employees then it
becomes union grievance. It is presented in the interest of everyone in the union and not for
individual employee. When the employees felt that the terms of employment are violated then
union takes the initiative in reporting of the grievances. The union presents the case for collective
agreements in this case.

Type # 8. Policy Grievances:

When a grievance is related to policy of the company relating to terms of employment is called
policy grievance. The terms of employment may include appointment, training, compensation,
promotion and transfer, rewards and incentives, bonus, allowances, etc. When these are violated by
the management and reported by employees’ union then it becomes a policy grievance.
The following points are relevant to be kept in mind during handling a
grievance:

1. Every grievance must be given due respect and considered important.

2. A grievance should not be postponed with hope that people will “see the light” themselves.

3. A grievance should be put in writing.

4. A relevant facts about a grievance should be gathered by management and their proper records
should be maintained.

5. The employee should be given free time off to pursue his grievance.

6. Management should take a list of all solutions and later evaluate them one by one in term of
their total effect on the organisation.

7. Decision once reached should be communicated to the employee and acted upon by the
management.

8. Follow-up must be done by the management to determine whether action taken by it has
favourably changed the employee’s attitude or not
Grievance management Procedure

1. Timely Action – Management should ventilate the grievances as and

when they arise. They should be nipped in the bud. For this purpose,
supervisors should be trained in recognizing and handling the grievances
promptly.

2. Acknowledgement of Grievance – Once the grievance is filed,

management should register it and grievant should be assured that it
would be attended to.

3. Identifying the Problem – The supervisor has to diagnose the problem.

4. Collecting Facts – Once the problem is figured out, the supervisor

should collect all relevant facts and profile relating to the grievance.
5. Analyzing the Cause – Supervisor has to get to the root of the problem. It
involves studying various aspects of grievance like employee’s past history,
frequencies of occurrence, management practices, union practices etc.
Thus, identification of the cause helps the management to take remedial
actions.

6. Taking Decision – Various alternative courses of action are worked out.

These are evaluated in view of their consequences on the aggrieved
employee, the union and the management. Final decision suited to a given
situation is arrived at.

7. Implementing the Decision – The decision taken should be

communicated to the grievant and implemented by the authority.
 Discussion

Impact of employee grievance

management on organizational
performance

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