1. Grievance Handling

2. Learning Objective
Meaning of Grievance
Role of Grievance System in Union-
Management Relations
Importance of Grievance Redressal
System

3. Definition
Dissatisfaction : arises when an Definition
individual is not happy in his job & when the
organization does not recognize the individual’s
goals.
Complaint : when an individual discusses his
dissatisfaction with other employees it becomes
complaint.
Grievance : is a sign of an employee’s discontent,
either with the job or the organization.
Conflict :Grievances lead to conflict if there is
incompatibility in the goals & expectations of the
management, those of the employee & of the union

4. Grievance
A sense of injustice
Alleged violation of the labour
agreement
A complaint brought to the notice of
the management

5. Expressed & Unexpressed
Grievances
• Unexpressed
– Felt but not communicated to Management
• Expressed
– Felt and communicated to management
• The unexpressed grievances are most
dangerous.
• The grievance handling procedure must
ensure to minimise percentage of
unexpressed grievances.

6. Need For a grievance Procedure
To create a healthy working climate
To provide a vent to employee frustration
Medium for upward communication
To ensure smooth functioning of the organization
“The very fact that the employees have a right to be
heard and are actually heard helps to improve
morale”

7. Need for Grievance Redressal System
Absence of the system may lead to industrial
unrest.
If employee is not happy in the first level
settlement he can go to 2nd level.
Keeps a check on arbitrary actions & controls
biased decisions.
Helps in upward communication.
Previous knowledge & experience can help
management while formulating plans for
expression.
Helps in maintaining harmonious industrial
relations

8. Grievance Redressal Procedure
National Commission of Labor suggested a 6 - stage model procedure
for grievance redressal –
I Stage – Conveys Grievance to 1st Level of Superior – Decision in
48 hrs.
II Stage – 2nd Level of Superior – Decision in 3 days
III Stage – Grievance Committee - Decision in 7 days.
IV Stage – Employee & the department representative appeal to
the management to review its decision - Decision in 7 days
V Stage – Penultimate Stage – Union discusses the issue & tries to
bring settlement between employee & management. Decision in 7
days
VI Stage – Settlement Stage – Voluntary arbitration with help of 3rd
party. Decision in 7 days.

9. Pre-requisites of Effective
grievance redressal system
• Prompt
• Should not just be for record sake
• Grievance heard is half solved
• Encourage the employees to express
• Tier system for redressal
• Communication is of vital significance
• Developing mutual trust and faith

10. Grievance settlement for nonunion
employees
• Normally limited number of workers
• Open-Door policy
• Ombudsman
• Labour courts

11. Grievance settlement for Unionised
employees
• Design the system in consultation with
Unions
• Multi tier time bound approach

12. Grievance Redressal systerm in Unionised
companies
Grievance Redressal System in Non -unionized
Companies like Wipro, Infosys, etc.
Legislative aspects of Grievance Redressal
Procedure
– Industrial Employment (Standing Orders ) Act,
1946 .
- Indian Labour Conference,1957 – guiding code of
discipline.
Legislative aspect of grievance handling
Industrial employment (Standing) Act,1946

13. Conflict
Resolution
7 different ways people respond to resolve conflict
Avoidance :Less dominant party withdraws from conflict
Accommodating : Differences are sorted out as the parties
consider the importance of organization’s performance.
Win/Lose : One party takes an upper hand
Arbitration : Outside party resolves conflict & issues a final
decision on the conflict.
Mediation : Mediator helps the 2 parties reach conciliation &
reach settlement.
Compromising : Bargaining is done to arrive at an intermediate
acceptable position.
Problem Solving : An open exchange of information takes place
so that differences between both the parties can be resolved to
achieve win – win situation.

14. Summar
y
A grievance is a sign of an employee’s
discontentment with job or his relationship
with others.
Effective Grievance Redressal System’s
importance.
Open door policy.
Model Grievance Procedure.
Conflict resolution by 7 different methods