As an essential function of human resources management,
managing employee grievances and complaints is critical for maintaining a
positive and productive workplace (Armstrong & Taylor, 2014). Unresolved
grievances and complaints can cause tension and negativity in the workplace,
leading to decreased morale, increased absenteeism, and turnover (Brewster
& Hegewisch, 2017). Therefore, it is essential for human resources managers
to understand the different types of grievances and complaints and how to handle
them effectively. In this article, I will discuss the importance of managing
employee grievances and complaints and some best practices for doing so.
Types of Employee Grievances and Complaints
Employee grievances and complaints can be classified into different categories based on their nature and origin. Some common types of employee grievances and complaints are discrimination, harassment, safety concerns, unfair treatment, contractual disputes and retaliation (Gennard & Judge, 2002).
Harassment and Discrimination: Harassment and discrimination in the workplace can take many forms such as sexual harassment, racial discrimination and age discrimination. Employees may file complaints against their coworkers or managers for such behavior (EEOC).
Workplace Safety and Health: Employees may file complaints related to safety and health hazards in the workplace such as poor ventilation, unsafe equipment, and hazardous chemicals (OSHA).
Unfair Treatment: Employees may file grievances related to unfair treatment such as unfair evaluations, lack of recognition, and favoritism.
Contractual Disputes: Employees may file grievances related to contractual disputes such as salary, benefits, and working conditions (USAGov, 2023).
Retaliation: Employees may file complaints of retaliation for reporting a grievance or complaint. Retaliation can take many forms such as demotion, termination, or exclusion from work-related events (SHRM, 2023).
These grievances and complaints can be formal or informal, verbal or written, and can be addressed through different channels such as a grievance procedure, mediation, or legal action. Therefore, it is crucial for human resources managers to have a clear understanding of the different types of grievances and complaints and how to respond to them appropriately.
Importance of Managing Employee Grievances and Complaints
Managing employee grievances and complaints is critical for several reasons.
Addressing grievances and complaints in a timely and effective manner can prevent the escalation of the issue and minimize its impact on the workplace (Armstrong & Taylor, 2014).
It can improve employee morale and job satisfaction, leading to higher levels of productivity and retention (Guest, 2017).
It can help human resources managers identify and address systemic issues that may be contributing to grievances and complaints.
Best Practices for Managing Employee Grievances and Complaints
To effectively manage employee grievances and complaints, human resources managers should follow some best practices.
They should establish a clear and transparent grievance procedure that outlines the steps for addressing grievances and complaints, including the roles and responsibilities of all parties involved (Gennard & Judge, 2002).
They should ensure that the procedure is accessible and easily understood by all employees (Armstrong & Taylor, 2014).
They should provide training and support to managers and supervisors on how to handle grievances and complaints effectively.
They should listen actively and em-pathetically to employees who raise grievances or complaints (Brewster & Hegewisch, 2017).
They should investigate the issue thoroughly and objectively, gather evidence, and document their findings (Gennard & Judge, 2002).
They should also communicate with the employee throughout the process and keep them informed of any decisions made.
They should take appropriate action to address the issue, such as implementing corrective measures, providing support to the employee, or taking disciplinary action if necessary.
There are several related HR theories that can be effectively used in managing employee grievances and complaints:
- Psychological Contract Theory: This theory suggests that employees have expectations regarding the exchange relationship between themselves and their employer. If an employee perceives a breach in their psychological contract, they may file a grievance or complaint (Rousseau, 1989).
- Social Exchange Theory: This theory proposes that employees engage in a social exchange with their employer, where they receive resources such as salary and benefits in exchange for their labor. When employees feel that they are not receiving an equitable exchange, they may file a grievance or complaint (Blau, 2017).
- Expectancy Theory: This theory suggests that employees' level of motivation is based on their expectations of the outcome of their efforts. If employees believe that their grievance or complaint will lead to a positive outcome, they are more likely to file one (Lokman et al, 2022).
- Justice Theory: This theory proposes that employees' perceptions of fairness and justice influence their attitudes and behaviors. When employees perceive a grievance or complaint as unfair or unjust, they may file one (Adams, 1965).
This video by Moorepay (2022) will give you a deep insight on how to handle employee grievances.
(Source: https://www.youtube.com/watch?v=aRtqDKufSAA )
In conclusion, managing employee grievances and complaints is an essential aspect of human resources management (Armstrong & Taylor, 2014). It requires human resources managers to have a clear understanding of the different types of grievances and complaints and how to handle them effectively. By establishing a clear and transparent grievance procedure, providing training and support to managers, and taking appropriate action to address the issue, human resources managers can prevent the escalation of grievances and complaints, improve employee morale, and enhance workplace productivity and retention.
References:
Adams, J. (1965) Inequity In Social Exchange. Advances in Experimental Social Psychology, pp 267-299. [Online] DOI: http://dx.doi.org/10.1016/S0065-2601(08)60108-2 .
Armstrong, M. & Taylor, S. (2014) Armstrong's handbook of human resource management practice. (13th edition). [Online] London: KoganPage Limited. Available at: https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwj7_q--7I3-AhWwZWwGHcEUD0MQFnoECB0QAQ&url=https%3A%2F%2Fe-uczelnia.uek.krakow.pl%2Fpluginfile.php%2F604792%2Fmod_folder%2Fcontent%2F0%2FArmstrongs%2520Handbook%2520of%2520Human%2520Resource%2520Management%2520Practice_1.pdf%3Fforcedownload%3D1&usg=AOvVaw0vAalR0oVVYcuAsOkfhIhB [Accessed on 01.04.2023].
Blau, P. (2017) Exchange and power in social life. [Online] Oxon: Routledge. Available at: https://www.taylorfrancis.com/books/mono/10.4324/9780203792643/exchange-power-social-life-peter-blau [Accessed on 05.04.2023].
Brewster, C. & Hegewisch, A. (2017) Policy and practice in European human resource management: The Price Waterhouse Cranfield Survey. (9th volume). [Online] Oxon: Routledge. Available at: https://www.taylorfrancis.com/books/edit/10.4324/9781315231426/policy-practice-european-human-resource-management-chris-brewster-ariane-hegewisch [Accessed on 01.04.2023].
EEOC. Harassment. [Online] Washington, DC: EEOC. Available at: https://www.eeoc.gov/harassment# [Accessed on 03.04.2023].
Gennard, J. & Judge, G. (2002) Employee Relations. (3rd edition). [Online] London: CIPD. Available at: https://books.google.gm/books?id=XDejHKLZxFoC&printsec=frontcover&source=gbs_atb#v=onepage&q&f=false [Accessed on 02.04.2023].
Guest, D. (2017) Human resource management and employee well-being: towards a new analytic framework. Human Resource Management Journal, 27(1) pp 22–38. [Online] DOI: 10.1111/1748-8583.12139 .
Lokman, A. et al (2022) Investigating Motivation for Learning Via Vroom’s Theory. International Journal of Academic Research in Business and Social Sciences, 12(1) pp 504-530. [Online] Available at: https://www.researchgate.net/publication/357826859_Investigating_Motivation_for_Learning_Via_Vroom%27s_Theory [Accessed on 05.04.2023].
Moorepay (2022) How to handle employee grievances|HR essentials. [Online video] Available at: https://www.youtube.com/watch?v=aRtqDKufSAA [Accessed on 03.04.2023].
OSHA. Occupational Safety & Health Administration. [Online] Washington, DC: OSHA. Available at: https://www.osha.gov/ [Accessed on 03.04.2023].
Rousseau, D. (1989) Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, 2(2) pp 121-139. [Online] DOI:10.1007/bf01384942 .
SHRM (2023). Anti-harassment Policy and Complaint Procedure (includes Dating/Consensual Relationship Policy Provision). [Online] India: SHRM. Available at: https://www.shrm.org/resourcesandtools/tools-and-samples/policies/pages/anti-harassment-policy.aspx [Accessed on 03.04.2023].
USAGov (2023). Labor Laws and Issues. [Online] USAGov. Available at: https://www.usa.gov/labor-laws [Accessed on 03.04.2023].
Well written article, Lasni. Your articles are becoming more interesting as time passes by. Kudos to you on that. Something I would like to see touched on in discussions surrounding this topic is policies on employer sponsored counselling and policies to protect employees who report their grievances. Keen to know your thoughts on this.
ReplyDeleteEmployer-sponsored counseling programs can be an effective way to support the mental health and well-being of employees. Such programs can include access to trained counselors, confidential sessions, and referrals to external resources. According to a study by the American Psychological Association, employer-sponsored counseling programs have been found to reduce absenteeism, increase productivity, and improve job satisfaction among employees (APA, 2018). However, it is important for employers to ensure that these programs are accessible, inclusive, and non-discriminatory. In addition to counseling programs, it is also crucial for employers to have policies in place to protect employees who report grievances. These policies should include clear procedures for reporting and investigating complaints, as well as measures to protect employees from retaliation or discrimination for reporting their concerns. According to the U.S. Equal Employment Opportunity Commission, such policies can help prevent harassment, discrimination, and other forms of misconduct in the workplace (EEOC, 2016). Employers should also provide training and education to employees and managers on these policies and procedures, as well as their legal obligations to prevent and address workplace misconduct.
DeleteYour article provides a good overview of the types of employee grievances and complaints and the importance of managing them effectively. It's also great that you've included best practices for managing grievances and related HR theories that can be applied to this issue.
ReplyDeleteOne suggestion to further improve your article is to provide examples for each type of grievance or complaint you listed to help readers understand them better. Additionally, you can provide some tips on how to prevent grievances and complaints from happening in the first place, such as creating a positive work environment and promoting open communication between employees and management.
Overall, your article is informative and well-written. Keep up the good work!
Thanks for the feedback Hansika. As you also have mentioned, some tips to reduce grievances and complaints can be fostering open communication, providing clear expectations and policies, and promoting a culture of respect and fairness (SHRM, 2021). Employers should also prioritize training and education on topics such as diversity and inclusion, conflict resolution, and harassment prevention. Regularly soliciting feedback from employees and addressing concerns promptly can also help prevent issues from escalating. By taking these proactive steps, employers can create a workplace culture that promotes employee satisfaction and reduces the likelihood of grievances and complaints.
DeleteExcellent explanation of how to handle employee complaints Lasni, I previously worked as an HR professional for an engineering company where there were more technical employees than senior employees, therefore complaints about salary and benefits are frequent. The executive personnel, who are referred to as knowledge workers, hardly ever raises complaints. Consequently, the type of employees has some influence on complaints.
ReplyDeleteReally appreciate on engaging with my article Piumi. Yes, I agree that the type of employees can have some influence on the nature and frequency of complaints in the workplace Piumi. Different employees may have different backgrounds, experiences, and perspectives, which can affect how they perceive and respond to workplace issues. For example, employees from historically marginalized groups may be more likely to experience harassment or discrimination, while employees in high-stress positions may be more prone to burnout or mental health concerns. Additionally, factors such as age, gender, and seniority can also play a role in how employees view and navigate workplace issues. Therefore, it is important for employers to take into account the diversity of their workforce and tailor their policies and practices to address the specific needs and concerns of different employee groups.
DeleteValuable article Lasni , According to Dhanabhakyam,M. and Monish ,P. (2021) Employee grievance management is considered as the most important aspects of every organization. These grievances may arise from working conditions, health and safety, performance appraisal, relationship with superior and subordinates, training and development activities and personal aspects. Some of the psychological and behavioral aspects are also leads to employee grievances. Grievances are not complaints. The registered complaints or complaints followed formal structure are known as grievances. IT industry faced many challenges over years. Talent management and change management issues, performance management and digitalization are some of the key areas. Hence lot of grievance is filed by employees related with these aspects also. Hence a better grievance management system is essential for every organization which significantly contributes towards job commitment, job involvement, job attachment, productivity, and morale.
ReplyDeleteThank you for engaging in my article. Having a strong grievance management system is essential for every organisation as it can help prevent conflicts and promote a positive workplace culture. A well-designed system provides clear channels for employees to raise concerns and a fair and efficient process for addressing and resolving complaints. According to a study by the International Labour Organisation, effective grievance management systems can reduce the likelihood of litigation and improve employee satisfaction and retention (ILO, 2021). By demonstrating a commitment to addressing employee concerns and promoting a safe and respectful workplace, employers can foster trust and loyalty among their workforce.
DeleteGood review Lasni. Complaints are an important way for the management of an organization to be accountable to the public, as well as providing valuable prompts to review organizational performance and the conduct of people that work within and for it
ReplyDeleteThank you for the review. I agree with you. Complaints are an important aspect of organisational life, as they can provide valuable feedback on workplace issues and help identify areas for improvement. By giving employees a safe and accessible platform to voice their concerns, organisations can identify and address problems before they escalate. Additionally, a well-managed complaints process can demonstrate an organisation's commitment to transparency, fairness, and employee well-being, which can help build trust and loyalty among employees. Therefore, it is crucial for organisations to prioritize the development of effective complaints procedures and to ensure that employees are aware of their rights and resources for reporting workplace issues.
DeleteThis is a well-written and informative article about the importance of managing employee grievances and complaints. The article effectively highlights the different types of grievances and complaints that employees may have and how to address them appropriately. The best practices suggested in the article, such as establishing a clear grievance procedure, providing training to managers, and taking appropriate action, are all crucial for effectively managing grievances and complaints. The article also provides relevant HR theories that can help managers understand the underlying reasons behind grievances and complaints. Overall, this is a useful resource for HR professionals and managers who want to create a positive and productive workplace.
ReplyDeleteThank you for your feedback Sarah.I'm glad that you found the information provided to be helpful and informative. As you mentioned, it's important for organisations to have a clear grievance procedure in place, provide training to managers, and take appropriate action when addressing employee grievances and complaints. Understanding the underlying reasons behind grievances and complaints can also be helpful in preventing them from occurring in the future.
DeleteA comprehensive article! Managing employee grievances and complaints is an essential aspect of human resource management. When employees have grievances, it is critical to listen to them, take their concerns seriously, and address their issues in a timely and appropriate manner.
ReplyDeleteI believe that following the best practices that you have mentioned in your article, employers can ensure that they are effectively managing employee grievances and complaints. This can lead to a more positive work environment and better employee morale.
Thank you for your comment Chathura. I completely agree with you that managing employee grievances and complaints is a critical aspect of human resource management. It's important for employers to listen to their employees and take their concerns seriously to ensure that they feel valued and supported. As you mentioned, following the best practices outlined in the article can help employers effectively manage employee grievances and complaints, leading to a more positive work environment and improved employee morale. It's essential to create a culture where employees feel comfortable raising their concerns and trust that their employer will address them promptly and appropriately.
DeleteHi Lasni, well written. Employee grievances and complaints can have a negative impact on an organization if not handled properly. Research suggests that a proactive approach to managing employee grievances can lead to increased employee satisfaction, improved communication, and reduced turnover (Macey & Schneider, 2008).
ReplyDeleteOne important step in managing grievances is to provide employees with multiple channels to report complaints, such as a hotline or an anonymous reporting system. It is also important to create a safe and supportive environment where employees feel comfortable expressing their concerns. Furthermore, managers should be trained to handle complaints in a timely, fair, and confidential manner to avoid potential legal issues (Lipsky & Seeber, 2019).
However, simply having a grievance procedure in place does not guarantee that it will be effective. The success of the procedure depends on a number of factors, including management support, communication, and consistency in the application of policies and procedures (Dundon et al., 2008).
Therefore, it is crucial for organizations to invest time and resources in creating an effective grievance handling system to ensure that employees feel heard, supported, and valued. This can lead to improved employee morale and productivity, and ultimately, a positive impact on the overall success of the organization.
Thank you for your comment Prasad. You bring up some great points about the importance of a proactive approach to managing employee grievances and complaints. I completely agree that providing multiple channels for employees to report complaints, such as hotlines or anonymous reporting systems, can make a huge difference in creating a safe and supportive environment for employees to express their concerns. I also appreciate your emphasis on the importance of training managers to handle complaints in a fair, timely, and confidential manner. This is crucial to avoid potential legal issues and ensure that employees feel heard and valued. You're right that simply having a grievance procedure in place is not enough. It's also important to have management support, effective communication, and consistent application of policies and procedures. Organisations should invest time and resources in creating an effective grievance handling system to improve employee morale, productivity, and overall success.
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