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HANDLING COMPLAINTS ANDGRIEVANCES

Dr A.A Fajingbesi/Mr Soji Gbayesola

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Introduction

The Workplace

People Structure

Information

Product/services

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Human Resources Management

People Information

Interpersonal/Human Relationships

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The importance ofhuman resources management are in

the area of creating the consciousness in topmanagement that the human resource constitute themost critical factor.

The drive for productivity improvement, creation of newvalues that can enhance high level of productivity and

improvement in the level of self- fulfillment of workers areall essentials.

However, the issue of conflicts in organization is a matterthat requires management prompt action.

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Issue of Conflicts in a Workplace

Workload

Work environment/Ethics

Compensation/Remuneration

Staff Welfare and Development

Complaints

Grievances

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Complaints

Who ?

Why ?

To a ManagerIt Can:

Alert you to a new or growing problem before it getsout ofhand and turns into a grievance.

Draw attention to a ch

ronic problem you th

ough

t wasresolved.

Give you a chance to retain valued employees byattending to their concerns promptly.

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Responding to Complaints

Listen to the complainant

Question other employees about their perceptionof the issue and look for the root of the problem.

Let the employee know the status of their

complaint

check and see if the complainant is satisfied withthe results.

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Reducing Incidence of Complaints

Encouraging your managers to give regularfeedback on performance.

Employee involvement in work planning

Asking for and acknowledging employees'

ideas.

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Be receptive to complaints Actively seek employee input

Make it easy for people to complain

Never penalize complainants Reward employees for their honest feedback

Why Not

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Grievances

are formal complaints made by employees

when they think a company or governmentpolicy, such as compensation law, has been

violated

alarm bells, warning you about large

problems that require immediate attention.

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Policies and procedures in handling grievances

varies depending on size, structure and type oforganization

Responding:

Listening Action

Result

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Guidelines forHandling Grievances

Level 1: Early discussion of the problem

with aggrieved party by supervisors

Level 2: Management intervention

Level 3: Mediator/Arbitration

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General Rules

Confidentiality

Prompt Consideration No Persecution

Impartiality

Compassion

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Stages in Resolution

Negotiation: Btw parties

Mediation: Third party intervention

Conciliation: Third party intervention

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Possible Outcomes

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Avoiding Grievances

Get them involved

Standard procedure for Resolution

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Concluding Remarks