SETTLEMENT OF EMPLOYESS GRIEVANCE

GRIEVANCE
A grievance is a complaint raised by an employee which may be resolved by procedures
provided for in a collective agreement, an employment contract, or by other mechanisms
established by an employer. Such a grievance may arise from a violation of a collective
bargaining agreement, the terms of a contract, the treatment by others in the workplace, or
violations of the law, such as workplace safety regulations. Typically, everyone involved with
a grievance has strict time lines which must be met in the processing of this formal
complaint, until it is resolved. Employers cannot legally treat an employee any differently
whether he or she has filed a grievance or not.
A collective grievance is a complaint raised by two or more employees in a unionized
workplace. Under some jurisdictions it may also be known as a collective or labor dispute.
The difference between a grievance and a complaint, in the unionized workplace, is whether
the subject matter relates to the collective bargaining agreement. If the dispute cannot be
resolved through discussion and negotiation between labor and management, mediation,
arbitration or legal remedies may be employed. Where a collective dispute cannot be resolved
it may lead to a strike action.

TYPES OF GRIEVANCES
Let's first look at some of the most common types of employee and workplace grievances.
Keep in mind that a grievance can be real or imaginary, and employees file grievances for a
range of issues that can be minor or major.

Pay and Benefits:

This is the most common area of employee complaints and grievances. These grievances
may involve the amount and qualifications for pay increases, pay equity for comparable work
within the organization, and the cost and coverage of benefit programs.

Workloads:
Heavy workloads are a common employee and workplace grievance. If you work for a
company that is going through lean times, you may have been asked to take on more work
without a pay increase. Perhaps your employer decides not to fill a vacant position and
instead assigns additional work to you and your colleagues. Such situations lead to employee
frustration and dissatisfaction.

SETTLEMENT OF EMPLOYESS GRIEVANCE

Work Conditions:
A safe and clean work environment is crucial to employee satisfaction and motivation.
Extensive state and federal regulations protect worker health and safety. Employees who
believe a company is not following applicable regulations and guidelines may decide to file a
grievance.

Union and Management Relations:

When unions represent employees, both the union and management must avoid unfair labor
practices. These illegal acts involve threatening or coercive behavior by either party designed
to obtain an employee's loyalty or cooperation. The National Labor Relations Act specifies
unlawful activities for employers and unions. For example, employers cannot threaten
employees with termination if they vote for a union. Employees may file grievances when
they experience unfair labour practices.

POLICY GRIEVANCES
Both the employer and the union can file a policy grievance. A policy grievance must relate
to an interpretation or application of the collective agreement and typically have, but not
limited to, a national impact. Only the President of the Public Service Alliance of Canada
(PSAC) can file and sign a policy grievance on behalf of the union.If a member(s) or a Local
feels that they have an issue that may warrant filing a policy grievance, they should contact
their Local President or their Union Services Officer at the UNDE National Office. The
matter in dispute should be submitted in writing to the President UNDE for furtherance to the
Public Service Alliance of Canada (PSAC).It is important to observe the timelines for the
filing of a policy grievance as much work is required by numerous levels within the union
structure to ensure timely submissions.

GROUP GRIEVANCES

The Public Service Labour Relations Act (PSLRA) allows UNDE members employed by
Treasury Board the right to file group grievances, formerly referred to as et al
grievances.Group grievances are filed by a group of employees rather than by an individual
employee. Grievances of this type are used in situations where a group of employees in the
same workplace or department face the same problem. The problem must relate to the
interpretation or application of the collective agreement. To proceed with a group grievance,
the union must obtain the consent of each of the employees concerned.

SETTLEMENT OF EMPLOYESS GRIEVANCE

Three (3) forms are required, the grievance form, a consent to be represented form, and a
signature form that must be signed by all employees that are party to the grievance.
Group Grievance (TBS/SCT 340-56)
(Form 19 Subsection 77(2))
(Supplemental Form 19 Subsection 77(2))
Depending on the subject of the grievance, group grievances can be referred to an
independent third party (an adjudicator or an arbitrator) for a binding decision. The decision
to refer a group grievance to adjudication/arbitration rests with the Public Service Alliance of
Canada (PSAC).

METHODS OF GRIEVANCE HANDLING

The manager should immediately identify all grievances and must take appropriate steps to
eliminate the causes of such grievances so that the employees remain loyal and committed to
their work. Effective grievance management is an essential part of personnel management.
The managers should adopt the following approach to manage grievance effectively-

CAREFUL
The GH needs to be particularly careful when taking notes during the meeting. To ensure
accuracy, the GH should record and repeat pronouncements made to ensure there are no
discrepancies. Note taking is also important for follow-up work.

Light-hearted
Humour diminishes tension and brings about a congenial atmosphere during a grievance
handling session. Having a good sense of humour will be helpful to a GH.
INCLUSIVE LANGUAGE
The GH should use inclusive language like we work together and our problem to
reassure the aggrieved employee. Making the grievance appear to be less of the individuals
problem helps the employee to be less defensive and more willing to speak up.

PLACID
The GH should aim to be placid and unruffled throughout the meeting with or without the
presence or active involvement of the TUR. If the aggrieved employee becomes agitated, the
GH should remain placid, polite and professional.

SETTLEMENT OF EMPLOYESS GRIEVANCE

QUICK ACTIONAs soon as the grievance arises, it should be identified and resolved. Training must be given
to the managers to effectively and timely manage a grievance. This will lower the detrimental
effects of grievance on the employees and their performance.
ACKNOWLEDGING GRIEVANCEThe manager must acknowledge the grievance put forward by the employee as manifestation
of true and real feelings of the employees. Acknowledgement by the manager implies that the
manager is eager to look into the complaint impartially and without any bias. This will create
a conducive work environment with instances of grievance reduced.
GATHERING FACTSThe managers should gather appropriate and sufficient facts explaining the grievances
nature. A record of such facts must be maintained so that these can be used in later stage of
grievance redressal.
EXAMINING THE CAUSES OF GRIEVANCEThe actual cause of grievance should be identified. Accordingly remedial actions should be
taken to prevent repetition of the grievance.

DECISIONINGAfter identifying the causes of grievance, alternative course of actions should be thought of
to manage the grievance. The effect of each course of action on the existing and future
management policies and procedure should be analyzed and accordingly decision should be
taken by the manager.
EXECUTION AND REVIEWThe manager should execute the decision quickly, ignoring the fact, that it may or may not
hurt the employees concerned. After implementing the decision, a follow-up must be there to
ensure that the grievance has been resolved completely and adequately. Higher employee
turnover is a problem of every organisation. Employees leave the organisation either due to
dissatisfaction or for better prospects. Exit interviews may be conducted to know the reasons
for leaving the job. Properly conducted exit interviews can provide significant information
about the strengths and weaknesses of the organisation and can pave way for further
improving the management policies for its labour force.
An effective grievance procedure ensures an amiable work environment because it redresses
the grievance to mutual satisfaction of both the employees and the managers. It also helps the
management to frame policies and procedures acceptable to the employees. It becomes an

SETTLEMENT OF EMPLOYESS GRIEVANCE

effective medium for the employees to express t feelings, discontent and dissatisfaction
openly and formally.
DIRECTIVE OBSERVATION:
Knowledge of human behaviour is requisite quality of every good manager. From the
changed behaviour of employees, he should be able to snuff the causes of grievances. This he
can do without its knowledge to the employee. This method will give general pattern of
grievances. In addition to normal routine, periodic interviews with the employees, group
meetings and collective bargaining are the specific occasions where direct observation can
help in unfolding the grievances.
GRIP BOXES:
The boxes (like suggestion boxes) are placed at easily accessible spots to most employees in
the organisation. The employees can file anonymous complaints about their dissatisfaction in
these boxes. Due to anonymity, the fear of managerial action is avoided. Moreover
managements interest is also limited to the free and fair views of employees.

Open door policy:

Most democratic by nature, the policy is preached most but practiced very rarely in Indian
organizations. But this method will be more useful in absence of an effective grievance
procedure, otherwise the organisation will do well to have a grievance procedure. Open door
policy demands that the employees, even at the lowest rank, should have easy access to the
chief executive to get his grievances redressed.
PRINCIPLES OR GUIDELINES FOR GRIEVANCE HANDLING
In handling grievances, a considerable amount of time must be spent in talking to employees;
gathering data from them and passing on various types of information. Such talks to be most
effective, should conform to definite patterns and adhere to well tested rules.

The manager must seek to develop an attitude towards employees that should be
helpful in gaining their confidence. The management should also display a sincere
interest in the problems of employees and their constructive willingness to be to help
to them with a view to gain not only their confidence but also their utmost loyal by
and genuine cooperation.
The procedure adopt by the management in handling the grievances must be apparent.
Grievances should be handled in terms of their total effect on the organisation and not
solely their immediate or individual effect.

FEATURES OF EMPLOYEE GRIEVANCE

SETTLEMENT OF EMPLOYESS GRIEVANCE

Following are the features of employee grievance in an organization:

1. Employee grievance is reflected in terms of dissatisfaction and dishonest behaviour.
2. Employee grievance is a feeling of unfair treatment by and individual/group in the
work floor.
3. A grievance may be written or verbal.
4. A grievance may be expressed or implied.
5. Grievance will be arisen from the differences between employees expectation and
managerial practices.
6. Grievance, if not settled, gives rise to discontent behaviour, frustration and low
productivity

OBJECTIVES OF GRIEVANCE HANDLING PROCEDURE:

Objectives of the grievance handling procedure are as follows:
1. To enable the employee to air their grievance
2. To clarify the nature of the grievance
3. To investigate the reasons for dissatisfaction
4. To obtain, where possible, a speedy resolution to the problem
5. To take appropriate actions and ensure that promises are kept
6. To inform the employee of their right to take the grievance to the next stage of the
procedure, in the event of an unsuccessful resolution

BENEFITS OF GRIEVANCE HANDLING PROCEDURE:

Benefits that accrue to both the employer and employees are as follows:
1. It encourages employees to raise concerns without fear of reprisal.
2. It provides a fair and speedy means of dealing with complaints.
3. It prevents minor disagreements developing into more serious disputes.
4. It serves as an outlet for employee frustrations and discontents.

SETTLEMENT OF EMPLOYESS GRIEVANCE

5. It saves employers time and money as solutions are found for workplace problems. It
helps to build an organizational climate based on openness and trust.
Details of a grievance procedure/machinery may vary from organization to organization.

The four stages of the machinery are briefly discussed here:

1. Initial level at which grievance occurs:
The greatest opportunity to redress a grievance is to resolve it at the initial level at
which it occurs. A workers grievance should be resolved by their immediate boss, the
first-line supervisor. The first stage of the procedure usually involves three persons
the aggrieved employee, his immediate boss and the union representative.It is possible
to involve the union in laying down the framework of the grievance procedure and
thereafter restrain union involvement in the actual process, at least in the first two
stages. Supervisory role needs to be strengthened, with appropriate training in
problem-solving skills, grievance handling, and counselling.

2. Intermediate stage:
If the dispute is not redressed at the initial state at supervisors level, it is usually
referred to the head of the concerned department. It is important that the management
assumes prime responsibility for the settlement of a grievance. At the intermediate
level, grievance can be settled with or without union involvement.

3. Organization level:
If a grievance is not settled at the intermediate level also, it can be referred to the top
management. Usually, a person of a level not less than the general manager
designated for the purpose directly handles the issue. At this level, it is very difficult
to reconcile the conflicting interests.

4. Third-party mediation:
If the grievance has not been settled bilaterally within the organization, it goes to a
third party for mediation. Arbitration or adjudication or the matter may even be
referred to a labour court. At this stage, the parties concerned lose control over the
way the grievance is settled.
In case of mediation (conciliation or arbitration), the mediator has no authority to
decide, but in case of the labour court or an adjudicator, the decision will be binding
on the parties, subject to statutory provisions for appeal to higher courts.At any stage
of the grievance machinery, the dispute must be handled by some members of the
management. In grievance redressal, responsibility lies largely with the management.
And, as already discussed, grievances should be settled promptly at the first stage
itself.
The following steps provide a measure of guidance to the manager dealing with grievances:

SETTLEMENT OF EMPLOYESS GRIEVANCE

1. Acknowledge dissatisfaction:
Managerial/supervisory attitude to grievances is important. They should focus
attention on grievances, and not turn away from them. Ignorance is not bliss; it is the
bane of industrial conflict. Arrogant attitude on the part of supervisors and managers
aggravates the problem.

2. Define the problem:

Instead of trying to deal with a vague feeling of discontent, the problem should be
defined properly. Sometime the wrong complaint is given. By effective listening, one
can make sure that a true complaint is voiced

3. Get the facts:

Facts should be separated from fiction. Although grievances result in hurt feelings, the
effort should be to get the facts behind the feelings. There is need for a proper record
of each grievance.

4. Analyse and decide:

Decisions on each grievance will have a precedent effect. While no time should be
lost in dealing with them, it is no excuse to be slipshod about it. Grievance settlements
provide opportunities for managements to correct themselves, and thereby come
closer to the employees. Horse-trading in grievance redressal due to union pressures
may temporarily bring union leadership closer to the management, but it will surely
alienate the workforce away from the management.

5. Follow up:
Decisions taken must be followed up earnestly. They should be promptly communicated to the concerned employee. If a decision is favourable to the employee, their
immediate boss should have the privilege of communicating the same.

Factors impacting General Grievance Handling

In handling General Grievances, it might be useful to remember the acronym,
WECURO;
WELL-TIMED
Information shared should be well-timed, not too little and not too late.
Management should be quick in dealing with any hint of trouble before it gets out of
control and employees start believing that rumours are facts.
EFFECTIVE
Information should be well planned, prudent and factual and communicated through
the most effective channel. When seeking feedback, a dialogue session is more
effective than e-mails.
CONSISTENT
It is very important that the information shared by all members of the Management
Team should be consistent. There should be no contradiction between CEO and the
HODs or even Section Heads.
UP-TO DATE

SETTLEMENT OF EMPLOYESS GRIEVANCE

The Management Team should always be up-to-date in the latest news or events
relating to the specific situations. By being informed, they will be able to handle any
inquiries or issues that may be raised by the employees.
REGULAR
Regular information sharing gives employees the impression that the Management
Team has no hidden agenda and helps to build trust. Trust is an important factor in
maintaining employees morale.
OPEN-MINDED
All parties should be open-minded, because of the need for effective communication
and a willingness to be flexible.

EMPLOYEE COUNSELLING SESSION

Individual Grievances can be managed effectively if employees are willing to utilise the GP
and talk to the GH openly about their grievances. Unfortunately, instead of this positive
approach, there are employees who resort to disruptive behaviour to express their grievances
such as:
Uncooperative behaviour or refusing to work as a team
Making unkind or rude remarks about the organisation or the management, especially in the
presence of new employees
Deliberate acts of misconduct such as late-coming, absenteeism or malingering
Deteriorating work performance
Such negative expressions of grievances would typically trigger off negative responses from
line managers, who may take disciplinary actions against such employees. It should be
treated as disciplinary matters if the employee has a track record of misconducts and despite
remedial measures taken, the employee refuses to improve. The situation is different if the
employee has a reasonably good work performance record. For such cases, the approach
would be more of an Employee Counseling session rather than a grievance handling meeting.
The objective of an Employee Counselling session is to ensure that:
i. the employee is reminded to use the GP, which is a more constructive approach, to express
his grievances;
ii. the pro-active steps are taken by the GH to indicate that the Management is concerned
when employees are not performing at their best; and
iii. the employee is made aware that his negative behaviour has been noted by Management
and found unacceptable. He should therefore end it.