Outline the features of a grievance procedure in Organization and the steps involved in it.
Every organization should have .a systematic grievance procedure in order to redress the grievances effectively. As explained above, unattended grievances may culminate in the form of violent conflicts later on. The grievance procedure, to be sound and effective should possess certain pre-requisites:
Conformity with Statutory Provisions: Due consideration must be given to the prevailing legislation while designing the grievance handling procedure.
Unambiguity: Every aspect of the grievance handling procedure should be clear and unambiguous. All employees should know whom to approach first when they have a grievance, whether the complaint should be written or oral, the maximum time in which the redressal is assured, etc. The redressing official should also know the limits within which he can take the required action.
Simplicity: The grievance handling procedure should be simple and short. If the procedure is complicated it may discourage employees and they may fail to make use of it in a proper manner.
Promptness: The grievance of the employee should be promptly handled and necessary action must be taken immediately. This is good for both the employee and management, because if the wrong doer is punished late, it may affect the morale of other employees as well.
Training: The supervisors and the union representatives should be properly trained in all aspects of grievance handling beforehand or else it will complicate the problem.
Follow up: The Personnel Department should keep track of the effectiveness and the functioning of grievance handling procedure and make necessary changes to improve it from time to time.
Steps in the Grievance Procedure.
- Employee dissatisfaction or grievance should be identified by the management if they are not expressed. If they are ventilated, management has to promptly acknowledge them.
- The management has to define the problem properly and accurately after it is identified / acknowledged.
- Complete information should be collected from all the parties relating to the grievance. Information should be classified as facts, data, opinions, etc.
- The information should be analyzed, alternative solutions to the problem should be developed and the best solution should be selected.
- The grievance should be redressed by implementing the solution.
- Implementation of the solution must be followed up at every stage in order to ensure effective and speedy implementation.