Employment Frameworks: How to Deal with Workplace Grievances Effectively

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Employment Frameworks How to Deal with Workplace
Grievances Effectively
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Employees are a crucial asset to any organization
and the employer. At times, despite the very best
efforts of the organisation, some employees can
become disappointed or upset about the actions of
others at work. When this happens, the employee
must know how the right way to make the employer
aware, and what the steps are that they should
follow to enable their concerns to be properly
understood and addressed. Unaddressed concerns or
complaints generally dont go away. They often
either negatively taint the employees view of
work and the organisation (and frequently vice
versa in terms of how the employer and co-workers
view the employee), but can also mean that the
employee sees the only option being to leave the
organisation to resolve the matter.
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When dealing with employee complaints and
grievances, there are some key things to consider
as an employer to help bring these matters to the
surface that can help in addressing these types
of matters quickly and professionally.
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Have a clear, simple and accessible complaints
process
Effective complaints management starts with the
obvious there must be a clear complaints
management process that employees know about and
can easily (and anonymously) access.
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Assistance and advice must be available and
non-judgemental
Getting to the point where an employee is
prepared to share their concerns with others is
often difficult. When they have decided to take
it further, they need to be able to discuss their
concerns with an HR area or employee assistance
provider that helps them work through their
concerns, not dismiss them or discourage them out
of hand.
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Assess the facts seek to understand whats
going on, not jump to a solution
The journey through the exploration of the
employees complaint or grievance is often just
as important as its resolution. Engage with the
employee and explore the circumstances leading up
to the complaint, to try to ensure that they have
been given the opportunity to explain the
situation from their perspective fully, that any
situation specific (or potentially systemic)
issues are brought to the surface, and that they
are properly explore.
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As part of the process, ask the complainant what
they are looking to get from the process, or what
a good outcome might look like. This helps the
employer understand the intent of the complaint
and take this into account in terms of next
steps. This does not mean that in all cases the
complaint or grievance will be investigated
further, it simply means that in all cases the
issues raised by the employee will be carefully
explored and considered. made the employee are
genuine.
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Make a decision on next steps dont just
procrastinate!
Once the matters have been explored and better
understood, the employer needs to make a quick
decision on next steps, communicate the decision
and take action. Even if the decision is to take
no action, this needs to be communicated to the
complainant and anyone else involved in the
initial considerations, so that they know where
the matter is at.
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The Takeaway
Even in the best of environments, employees
sometimes might raise a complaint or grievance.
It is important that the employee complaint and
grievance processes are well understood and
communicated and addressed in a productive manner
to maximise the productivity of both the
employees involved and the organisation more
generally.
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