Grievance & its handling procedure

Grievance & its handling procedure

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  By- Manisha Srivastava Assistant Professor GRIEVANCE& ITS HANDLING PROCEDURE
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  GRIEVANCE Grievance Discontentment Or Dissatisfaction Employees Related to Enterprise (Where heis working) Long hours of working, Unfair treatment, Poor working facilities, Poor Salaries…. etc.
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  A “grievance” meansany discontentment or dissatisfaction in an employee arising out of anything related to the enterprise where he is working.
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  FORMS OF GRIEVANCES FACTUAL IMAGINARYDISGUISED •When the legitimate needs are not fulfilled. •Employee dissatisfied with his job for genuine reason. •Ex- Breach of terms of employment.. …etc •When an employee’s grievance occurs due to wrong perception, wrong attitude or wrong information… etc •When the dissatisfaction reason are unknown by the employee(himself). •This may be because of pressures & frustrations that an employee is feeling from other directions. •The manager have to detect it & solve it by counseling procedure.
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  IDENTIFYING GRIEVANCES EXIT INTERVIEW •Employees usuallyquit organization or better prospects elsewhere. •Exit interview, if conducted carefully, can provide important information about employees’ grievances. GRIPE BOXES •These are boxes in which the employees can drop their anonymous complaints. •These are different from suggestion boxes( drop suggestion with intention to receive reward). OPINION SURVEY •Through Group meetings, periodically interviews with employees, collective bargaining sessions… etc OPEN-DOOR POLICY •General invitation to their employees to informally drop in the manager’s room anytime & talk over their grievances. OBSERVATION
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  CAUSES OF GRIEVANCES FROM WORKING CONDITIONS FROM MANAGEMENT POLICY FROMPERSONAL MALADJUSTMENT
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  FROM WORKING CONDITIONS Lackof Job Specification( improper matching of the worker with the job). Changes in Schedules or Procedures. Poor Working Facilities(Non- Availability of proper tool, machines & equipments for doing work.. etc). Poor Working Environment. Tight Production Standards(Strict rules, Mandatory target achievement.. Etc). Poor relationship between employer & employees.. etc
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  FROM MANAGEMENT POLICY Remuneration(wage payment & job rates). Leave Overtime Promotion Transfer Disciplinary action Lack of role clarity Lack of employee development plan… etc
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  FROM PERSONAL MALADJUSTMENT Over –Ambition Excessive Self – Esteem Impractical Attitude Short Tempered
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  EFFECTS OF GRIEVANCE On PRODUCTION On EMPLOYEES On MANAGERS •LowProduction Quality •Low Productivity Quality •Increase in the wastage of material,sopilage/leakage of machinery •Increase in Cost of production per unit. •Increase the rate of Absenteeism •Reduces the level of commitment, sincerity & punctuality. •Increase the incidence of accidents. •Reduces the level of employee morale… etc •Strains the superior sub-ordinate relations. •Increase the degree of supervision, control & follow-up. •Increase in discipline cases…. etc
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  NEED/OBJECTIVE OF ESTABLISHING GRIEVANCEHANDLING PROCEDURE To clarify the nature of the grievance. To enable the employee to air his/her grievance. to investigate the reason for dissatisfaction. to take appropriate actions & ensure that promises are kept. To obtain a speedy resolution to the problem. To inform the employee of his/her right.
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  STEPS IN GRIEVANCEHANDLING PROCEDURE Acknowledge Dissatisfaction Define the Problem Get the Facts Analyze & Decide Follow Up •The problem should be define properly. •Sometimes wrong complaints is given. •By effective listening manager can find out the validity of complaints.•Get all the information related to the grievance. •It should be genuine, not a fiction. •Properly analyze all the relevant fact & incidents and then decide any conclusion. •It must be promptly communicated (follow up) to the concerned employee.
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  GRIVANCE HANDLING PROCEDURES OPEN-DOOR POLICY STEP-LADDER PROCEDURE MODELGRIEVANCE PROCEDURE
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  OPRN-DOOR POLICY Any employeecan take his grievance to the chief boss & talk over the problem.
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  STEP-LADDER PROCEDURE The employeewith a grievance has to proceed step by step unless he is able to redress his grievance.
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  MODEL GRIEVANCE PROCEDURE Aggrieved Employee Departmental Representative Headof the Department Grievance Committee Chief Executive/ Manager Voluntary Arbitration SETTLEMENT OF GRIEVANCE 48 hours 3 days 7 days 3 days 7 days NS NS NS NS NS