Krishantha Jayasundara
(BA.UOP/PQHRM.IPM/NDTHRD.IPM.Following)

Grievance
• Any negative factor related to
Wages Hours of Work Working
Conditions
2

Grievance
Expressed
Implied
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Grievance
Imagined
Real
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• An official statement of a complaint over
something believed to be wrong or
unfair.
(http://www.oxforddictionaries.com/definition/
english/grievance)
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• 1. a real or imaginary wrong causing
resentment and regarded as grounds for
complaint
• 2. a feeling of resentment or injustice at
having been unfairly treated
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Importance of Grievance Handling
Dissatisfaction of a
Worker
Dissatisfaction
of many workers
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Importance of Grievance Handling
Frustration and
Perception of Unfair
Treatment
Strikes/Slow down/
Unproductivity
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Importance of Grievance Handling
It affects
Good interpersonal
relationships
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Importance of Grievance Handling
It affects
Trust on the
management
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Importance of Grievance Handling
It affects
Employees’
Morale
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Importance of Grievance Handling
It can cause
Employee
unrest
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Can you think of something
more?
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Things to Know
A grievance can be real or imagined
To become a grievance it needs not to be
expressed
Need not be true
It causes a feeling of injustice
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Legitimate
Grievance
Imagined
Grievance
Political
Grievance
Types of Grievance
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Grievance Rate
Number of written grievance per Year
Total Number of Employees
x 100
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Causes of Grievances
Contract
Terms
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Causes of Grievances
Working
Conditions
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Causes of Grievances
Unsatisfactory
Pay
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Causes of Grievances
Ineffective
Pay
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Causes of Grievances
Lack of
Participation
in
Management
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Causes of Grievances
Irresponsible
Employees
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Causes of Grievances
Interpersonal
Issues
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Causes of Grievances
Lack of
Communication
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Causes of Grievances
Environment
of Distrust or
non-confident
25

Causes of Grievances
Improper HR
Practices/Policies
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Causes of Grievances
Improper HR
Practices/Policies
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Causes of Grievances
Organizational
Culture
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Causes of Grievances
Incompetency
of Employee
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To improve human relations
Objectives of Grievance Handling
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Objectives of Grievance Handling
To improve morale
and motivation
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Objectives of Grievance Handling
To enhance
productivity
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Objectives of Grievance Handling
To enhance
organizational Image
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Objectives of Grievance Handling
To prevent accidents
and improve safety
standards
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Objectives of Grievance Handling
To establish good
HRM practices
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Objectives of Grievance Handling
To identify hot
spots
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Objectives of Grievance Handling
To improve
communication
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Objectives of Grievance Handling
To ensure speedy
solutions for
grievances
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Grievance Handling Procedure
1. Define and describe
2. Collect the facts – how, when, where, why
3. Establish tentative solutions
4. Check on the validity of tentative solutions
5. Apply the solution
6. Follow up on the case
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Grievance Handling Interview
Listen Clarify Act
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Stage 01-Listen
Welcome the
person
Assure the fair
hearing
Get the
grievance off
his chest
Show interest
to his story
Make notes of
important
areas
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Stage 02 - Clarify
Re-state the
grievance in
your words
Get his
agreement on
that
Make
corrections if
any
Obtain further
clarifications
Avoid
unpleasant
arguments
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Stage 03 - Act
Give your
decision
Reason out
well
Indicate clearly
what you
intend to do
Don’t give
promises you
can’t keep
Give the
feeling of
comfort
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Preventing is better than curing
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Preventing Grievances
Identify possible grievances
Exit
Interview
Attitude
Surveys
Complaints
Box
Observation
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Preventing Grievances
Identify possible grievances
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Exit Interview
People resign
due to
dissatisfaction
Knowing
exactly why
they leave
They spell out
the real truth
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Preventing Grievances
Identify possible grievances
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Attitude Surveys
Questionnaires Interviews
Anonymous
feedback
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Preventing Grievances
Identify possible grievances
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Complaint Box
Comfort to
complainants
Should not be
kept in public
places
Be mindful of
the misguiding
information
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Preventing Grievances
Identify possible grievances
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Observation
Identify the inner
feelings of people
through behaviour
Observe facial
expressions
Overhear the
conversations
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