Lesson 1, Topic 1
In Progress

3.10. The ability to implement procedures to handle and implement offences is demonstrated.

ryanrori January 12, 2021

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See Assessment Criteria 3.2 for additional information

A grievance is a complaint or a dispute about an incident, situation or condition that is brought to the attention of management.

The grievance procedure is important because it serves as a safety valve in reducing aggression and tension; the worker cn communicate his grievance to management without fearing reprisala, it ensures honesty between supervisor and worker about difficulties and grievances, it enables management to identify and eliminate reasons for conflict and dissatisfaction; it influences employees’ moral positively and it makes it easier for the enterprise to achieve its objectives.

Causes of grievances

The major causes of grievances are: ambiguous or unnecessarily complex labour contracts that can be interpreted in various ways, the breaching of the contract by management or its representatives; disregard for the laws applicable to labour matters; disregard for normal procedure and unfair treatment of the worker by the supervisor.

Grievance Procedure

Step 1Discuss the problem with the shop steward. (Leader of the trade union members) The shop steward must help with the filling of a form. A good rule for remembering the crucial facts in a grievance is the 5 W’s; What happened, When did the event take place? Who was involved? Where did it happen? Why is the complaint a grievance? The written grievance is submitted to the supervisor and discussions are held  
Step 2If no solution is found, management officials become involved. If the employee and union representatives are not satisfied with management’s decision, they may appeal to the next step  
Step 3  Again, management hears the union’s case and arguments, and then issues its ruling on the matter. If the union are still unsatisfied with the results, they may appeal to a fourth and final step: arbitration  
Step 4The parties submit the unresolved dispute to a neutral third party for binding settlement  

Reducing grievances

Grievances can be reduced to the benefit of all parties involved by paying attention to the following:

  • The creation of a healthy climate with proper grievance administration and fairness and honesty in all respects.  Management and trade unions should see each other as partners rather than opponents.
  • The development of people-orientated supervisors who treat subordinates decently
  • An open door policy that applies throughout the enterprise.
  • Interviews with workers who resign in an attempt to establish the real reasons for their leaving.
  • The appointment of an ombudsman before grievances becomes really serious.
  • Periodic attitude surveys to establish what the atmosphere is in the enterprise and what makes employees dissatisfied.