HANDLING COMPLAINTS AND GRIEVANCES
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Transcript of HANDLING COMPLAINTS AND GRIEVANCES
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HANDLING COMPLAINTS ANDGRIEVANCES
Dr A.A Fajingbesi/Mr Soji Gbayesola
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Introduction
The Workplace
People Structure
Information
Product/services
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Human Resources Management
People Information
Interpersonal/Human Relationships
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The importance ofhuman resources management are in
the area of creating the consciousness in topmanagement that the human resource constitute themost critical factor.
The drive for productivity improvement, creation of newvalues that can enhance high level of productivity and
improvement in the level of self- fulfillment of workers areall essentials.
However, the issue of conflicts in organization is a matterthat requires management prompt action.
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Issue of Conflicts in a Workplace
Workload
Work environment/Ethics
Compensation/Remuneration
Staff Welfare and Development
Complaints
Grievances
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Complaints
Who ?
Why ?
To a ManagerIt Can:
Alert you to a new or growing problem before it getsout ofhand and turns into a grievance.
Draw attention to a ch
ronic problem you th
ough
t wasresolved.
Give you a chance to retain valued employees byattending to their concerns promptly.
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Responding to Complaints
Listen to the complainant
Question other employees about their perceptionof the issue and look for the root of the problem.
Let the employee know the status of their
complaint
check and see if the complainant is satisfied withthe results.
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Reducing Incidence of Complaints
Encouraging your managers to give regularfeedback on performance.
Employee involvement in work planning
Asking for and acknowledging employees'
ideas.
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Be receptive to complaints Actively seek employee input
Make it easy for people to complain
Never penalize complainants Reward employees for their honest feedback
Why Not
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Grievances
are formal complaints made by employees
when they think a company or governmentpolicy, such as compensation law, has been
violated
alarm bells, warning you about large
problems that require immediate attention.
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Policies and procedures in handling grievances
varies depending on size, structure and type oforganization
Responding:
Listening Action
Result
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Guidelines forHandling Grievances
Level 1: Early discussion of the problem
with aggrieved party by supervisors
Level 2: Management intervention
Level 3: Mediator/Arbitration
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General Rules
Confidentiality
Prompt Consideration No Persecution
Impartiality
Compassion
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Stages in Resolution
Negotiation: Btw parties
Mediation: Third party intervention
Conciliation: Third party intervention
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Possible Outcomes
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Avoiding Grievances
Get them involved
Standard procedure for Resolution
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Concluding Remarks