Grievance Handling

Grievance Handling. Why?

• Offer security & protection to workers• Ensure management right to take arbitrary

decisions on workers is limited.• Create an atmosphere of good relations

between workers & management.

What is a Grievance?

• Violation of workers rights• Feeling or belief that an injustice or unfair

treatment has been suffered.• A grievance is more than a complaint

Establishing a Grievance

• Looking at legal connotations• Whether set standards have been violated• Looking at moral grounds

Guidelines in Establishing a Grievance

• Is it a violation of law?• Is it a violation of collective agreement?• Is it a violation of industrial regulation?• Is it a violation of company rules?• Is it a violation of past practice?• Is it an area of management

responsibility?

Handling a Grievance

• Who?• What?• Where?• When?• Why?

Points to Note

• Put the aggrieved at ease and don’t intimidate

• Be sympathetic• Take note of every point• Do not excite, avoid raising hopes• Assure the aggrieved that you will do

everything possible to assist.

Check It Out

• Consult the witnesses• Check company records• Compare previous cases of similar nature• Do not rush to take action before you are

clear with your facts and evidence

Action

• Once you are clear that all relevant facts are available, you go further and meet management with a view to solving the problem.

Points to Observe on the table

• Stick to your key commitments• Be careful not to be driven off the topic• Identify and use common grounds• Do not bluff• Know when to stand firm or to give in• Be prepared to listen• Know when to pause questions

Activity

Task: in your group• Discuss what a grievance is• How do you establish a grievance?• What is meant by key commitments?• What is meant by common grounds?