Effective Grievance Handling Ensure Good Industrial Relation

Grievance is one of the highlighted topics in HR field. Employee satisfaction is mostly depends on how to resolve Grievance in an organization, How to care their raised complain. Because proper ‘Grievance Handling’ is a Great Employee Care.

Grievance is the major obstacle of Team Work & main enemy of employee satisfaction. Only satisfied employee can contribute their maximum effort to grow-up an organization. So, Grievance Handling is the most intelligent/tactical job for HR professionals in any organization.

Based on my practical working experiences in manufacturing industry I will try to outline few grievance, and how to handle grievance which is a great employee care. It will safe an organization and make it more productive day by day. Normally HRD play core role of Grievance Handling.

Now question is why Human Resources Department is core responsible for Grievance Handling?
Why not others department engage in grievance handling!!

@Obviously HR is the main responsible department, but now-a-day contemporary management studies mention that, “Every departmental head is Human Resources Manager within the organization”. They are also supervising the daily jobs of their subordinates, they know their stuffs, and their staffs also share so many things excluding their daily job. An informal relationships also grow among the subordinates & departmental head/Supervisors. So, the account abilities of Grievance Handling also goes to the departmental heads/supervisors.

I have handled many grievances in my professional life. I want to point out few major grievances in usual job life.

@During Annual Evaluation:
Most of the employees think that their ‘Performance’ has ignored during annual evaluation, it is injustices, boss & organization don’t recognize their contribution etc. This group of employees shows their negative impression immediately most of the cases with HRD staffs. In some cases departmental Head/Supervisors pass them directly to HRD ‘I didn’t do this, ASK HRD! They ignore my proposal regarding your evaluation!? etc.’

By react this way normally departmental Head/Supervisor skipped their accountability to Handle Employee Grievance.
The worst cases are sometime some good employee also submits their resignation on this issue.

So, what should be the right way to handle these types of grievance? What will be the precaution?
@Suggested practice:
HRD will always review the annual evaluation, proposal, budget, etc with the departmental head. If any proposal needs to be customize considering the limitation HRD will communicate with departmental heads & aligned. Without alignment of others departmental head of HRD should not submit for final approval. Not only that after approval HRD will communicate with departmental heads the approved result & fix strategy to communicate with their staff.

@Employees Benefits & Facilities:
Fringe Benefits & Facilities are the most fogy/cloudy issues which makes employee unhappy & create Grievance. Some employee complain that they are always deprived some common facilities, such as Leave, Fringe Benefits (Phone Allowance, Transport Facilities, Office appliances [PC, Laptop, Land phone/intercom] accommodation, Office Furniture, seating arrangement etc). Some Benefits & Facilities also limited only for some selected people. But some employees suffering from inferiority complex & it become their Grievance day by day.

So, what should be the right way to handle these types of grievance? What will be the precaution?
@Suggested practice:
Communicate the fringe benefits via written SOP & display/promote to all employees. Be transparent & zero biasness to implement the SOP(s) of all fringe benefits. It will help educated all employees & they will feel comfort. It will reduce their inferiority complex, will free from Grievance.

@Respect for people/Trust Building:
I have seen the supervisory staffs are not well educated & they don’t care their subordinate properly. Most of the cases we found it happen in production floor, with the worker level. Supervisors are not well educated & they don’t care their subordinate properly, normally don’t care their workers needs, they don’t even listen to them properly. If the Front Line management don’t notice these situations & ignore, the distance between workers & management become bigger day by day. There is no trust each others. Workers become hostile if they get any issues & become worker unrest all over the factory. In some cases factory might be destroyed. So beware to ignore the employee care.

So, what should be the right way to handle these types of grievance? What will be the precaution?
@Suggested practice:
As my experience, I think establish Respect for People within the organization. Build strong communication & collaboration which establish TRUST each other. Show Empathy & attend workers problem. Establish justice by stop any types of abuse & harassment within the organization. Talk with worker, Listen them with care, Show empathy from Heart. There will no grievance among the worker & will help to increase productivity & Branding.

I have follow below Grievance Handling Procedure in manufacturing plant & get expected benefits.

                                                                        Fig: Procedure of Grievance Handling

So, I believe that there is no alternative of Team work to grow-up an organization. Human Resources Department is important strategic partner of an organization. To build a good company culture, Grievance Handling is very important, to become a Branded Company through Employee Care.

I will be thankful, if this writing changes my readers view to handle the Grievance properly at their workplace.

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