GRIEVANCE

HANDLING AND
REDRESSAL
Presented by : GROUP 7
1) PRANAV PANDITA
2) UDAY ANAND
3) VARUN CHOWDHARY
4) ADVIT ARORA
5) MUNAL SAH
6) DEEPENDRA
 TOPICS

1 CONCEPT OF
GRIEVANCE
HANDLING 2
PROCEDURE
3
REDRESSAL
 CONCEPT AND NATURE OF
EMPLOYEE GRIEVANCES
Employee grievance refers to any dissatisfaction or feeling of injustice
that an employee experiences in the workplace. It could arise from
various issues such as unfair treatment, harassment, discrimination,
workload, salary disputes, or violation of workplace policies. Grievances
can be formally or informally expressed by employees to their
supervisors, HR department, or management. Handling grievances
effectively is crucial for maintaining a positive work environment,
employee satisfaction, and organizational productivity.
 PROCESS
1. Grievance Recieved: Acknowledge the grievance formally, ensuring the employee
feels heard and respected.
2. Investigation : Gather relevant information and evidence regarding the grievance. This
may involve interviewing the employee, witnesses, and reviewing documentation.
3. Analysis: Evaluate the facts objectively to determine the validity and severity
of the grievance.
4. Resolution: Develop potential solutions or actions to address the grievance,
ensuring fairness and compliance with policies and regulations.

5. Implementation: Execute the agreed-upon resolution promptly and effectively.

FLOWCHART OF GRIEVANCE HANDLING
 ESSENTIALS OF EFFECTIVE
GRIEVANCE PROCEDURE
Clear Policy: A well-defined grievance policy outlines the process
for employees to raise concerns and expectations for resolution.

Transparent Process: The procedure should have clearly outlined steps

from filing a grievance to resolution, ensuring transparency and consistency.

Impartial Investigation: An unbiased investigation is essential to gather facts

and resolve the grievance fairly, often conducted by HR or an impartial party.

Mediation and Resolution: Offering mediation can facilitate resolution by

allowing parties to discuss and find mutually acceptable solutions.
Timely Resolution: Promptly addressing grievances helps prevent
escalation and fosters trust in the procedure and organisation.

Effective Communication: Clear and open communication throughout the

process ensures all parties are informed and involved.

Training and Awareness: Providing training on the grievance procedure

ensures employees and managers understand their rights and responsibilities.

Continuous Improvement: Regular review and refinement of the procedure

based on feedback contribute to its effectiveness over time.
 OPEN DOOR AND STEP
LADDER PROCEDURES
Introduction:
Grievances are potential disruptors in organizational harmony, necessitating swift resolution for industrial peace. Within this
context, two primary grievance procedures emerge: the Open Door Policy and the Step-Ladder Procedure.

Open Door Policy:

Allows employees direct access to the chief executive for grievance resolution.
Attractive but impractical for large organizations due to time constraints on top management.
Lower-level executives may feel sidelined, complicating human relations.
Operative employees may hesitate to approach higher management.

Step-Ladder Procedure:
1. Initial Step: Employee presents grievance in writing to supervisor or foreman.
2. Escalation: Unsatisfied employees may appeal to the head of the department.
3. Joint Grievance Committee: If departmental decision is unsatisfactory, a committee may be formed.
4. Final Escalation: Grievance may be referred to the chief executive if previous steps fail.
5. Exhaustion: Procedure is considered exhausted if top management cannot resolve the grievance.
6. Further Action: Employee refrains from further action until grievance procedure is exhausted.
7. Voluntary Arbitration: Worker may seek voluntary arbitration for grievance redressal.
8. Conflict Resolution: Unresolved grievances may escalate into conflicts, advisable to refer to voluntary arbitration.
Characteristics of an Effective Grievance Procedure:

An effective grievance procedure must be simple, ensuring accessibility and comprehension for all
involved. Active participation from employee leaders enriches the process, fostering inclusivity and
trust. Speed is imperative for resolution, preventing escalation and demonstrating organizational
commitment. Ultimately, it should prioritize individual satisfaction, offering validation and fairness.

Conclusion:

Effective grievance handling is pivotal for organizational harmony and employee satisfaction. By
adopting appropriate procedures and imbuing them with key characteristics, organizations can
navigate conflicts with agility and fairness, sustaining industrial peace and fostering a cohesive
workforce.
 MODEL GRIEVANCE
PROCEDURE IN INDIAN
INDUSTRY
In Indian industry, a model grievance procedure is essential for
maintaining healthy employee relations and fostering a positive work
environment. This process ensures that employee grievances are
addressed promptly and fairly, contributing to employee satisfaction
and productivity. While each organization may tailor its grievance
procedure to suit its specific needs and culture, a general model
grievance procedure for Indian industry can also follow the Indian
Institute of Personnel Management (IIPM) steps which offers a
recommended framework that many companies follow.
 STEPS
A model grievance procedure in Indian industry typically follows a structured approach to ensure employee complaints are
handled fairly and promptly. Here's a short explanation of the key steps:

Grievance Policy: Establish a clear policy outlining grievance types and reporting procedures. Communicate it to all employees.

Reporting Channels: Offer various ways for employees to raise grievances, such as written complaints, emails, or grievance boxes.

Acknowledgment: Respond promptly to complaints (e.g., within 24-48 hours) and document the details.

Grievance Committee: Form a committee of management and employee representatives to handle grievances impartially.

Investigation: Conduct a thorough investigation to gather relevant facts and perspectives from all parties involved.

Decision and Action: Based on findings, make a decision and take appropriate action, such as mediation, counseling, or disciplinary
measures.
Communication: Inform the complainant of the decision and actions taken. Allow them to provide feedback on the resolution.
Follow-up: Check in with the complainant to ensure satisfaction with the outcome and resolution of the issue.

Record Keeping and Privacy: Maintain confidential records of grievances and outcomes for future reference.

Review and Improvement: Periodically review and improve the grievance procedure based on feedback and changing regulations.
CASE STUDY
Technovation Inc.
 BACKGROUND
Technovation Inc. is a fast-growing tech startup with a young and vibrant
workforce. Recently, Sarah, a software developer, filed a grievance with the HR
department alleging a hostile work environment created by her team lead,
Michael. Sarah claimed Michael frequently made condescending remarks about
her work, took credit for her ideas, and assigned her more tedious tasks compared
to her male colleagues.
The HR department initiated an investigation by interviewing Sarah, Michael, and
other team members. The interviews revealed that while some team members
corroborated Sarah's experience of Michael's micromanagement, none witnessed
outright hostility. Michael denied Sarah's accusations, claiming her performance
was lacking.
HR DILEMMA ACTIONS TAKEN
HR facilitated a mediation session
How to determine validity of
Sarah’s claims between Sarah and Michael, focusing on
Should there be disciplinary communication and fostering a
action against Michael collaborative work environment.
How to ensure a fair and HR provided Michael with management
respectful work environment training on unconscious bias and fostering
for all employees
a respectful team dynamic.
HR implemented a company-wide
anonymous feedback mechanism for
employees to report concerns about
workplace behavior.
OUTCOMES
While Sarah remained apprehensive about Michael's leadership, the
mediation session improved communication and reduced overt conflict
within the team.
The management training for Michael resulted in a more positive team
dynamic.
The anonymous feedback mechanism provided valuable insights for HR
to address broader cultural issues within the company.
QUESTIONS
Do you think the HR department handled the grievance effectively?
Why or why not?
What alternative approaches could HR have taken to address the
situation?
How important is a clearly defined grievance redressal process within
a company?
In today's work environment, what additional steps can Technovation
Inc. take to promote a culture of respect and inclusion?
ANSWERS
1. EFFECTIVENESS OF HR'S RESPONSE: THERE'S ROOM FOR DEBATE ON HR'S APPROACH. HERE'S WHY:
STRENGTHS: HR FACILITATED COMMUNICATION, ADDRESSED POTENTIAL BIAS THROUGH TRAINING,
AND CREATED A REPORTING SYSTEM FOR FUTURE CONCERNS. THESE ARE POSITIVE STEPS.
WEAKNESSES: THE LACK OF CONCLUSIVE EVIDENCE MIGHT LEAVE SARAH FEELING UNHEARD. THE
TRAINING FOR MICHAEL MIGHT BE SEEN AS INSUFFICIENT PUNISHMENT FOR HIS ACTIONS.
2. ALTERNATIVE APPROACHES: HERE ARE SOME OPTIONS HR COULD HAVE EXPLORED:
MORE INTENSIVE INVESTIGATION: HR COULD HAVE CONDUCTED A MORE IN-DEPTH INVESTIGATION,
POTENTIALLY INCLUDING REVIEWING WORK ASSIGNMENTS AND COMMUNICATION RECORDS.
FORMAL DISCIPLINARY ACTION: IF EVIDENCE SUPPORTED SARAH'S CLAIMS, A FORMAL REPRIMAND
OR EVEN TEMPORARY SUSPENSION FOR MICHAEL COULD HAVE BEEN IMPLEMENTED.
OFFERING SARAH A TRANSFER: PROVIDING SARAH THE OPTION TO MOVE TO A DIFFERENT TEAM
COULD HAVE ADDRESSED HER DISCOMFORT WITH MICHAEL'S LEADERSHIP.
3. IMPORTANCE OF GRIEVANCE REDRESSAL: A CLEARLY DEFINED GRIEVANCE PROCESS IS CRUCIALAS:
EMPOWERS EMPLOYEES: EMPLOYEES FEEL SAFE RAISING CONCERNS, FOSTERING TRUST AND OPEN
COMMUNICATION.
FAIRNESS AND CONSISTENCY: A DEFINED PROCESS ENSURES CONSISTENT GRIEVANCE HANDLING
AND PREVENTS FAVORITISM.
EARLY ISSUE IDENTIFICATION: IT ALLOWS FOR ADDRESSING PROBLEMS BEFORE THEY ESCALATE,
MINIMIZING DISRUPTION AND FOSTERING A POSITIVE WORK ENVIRONMENT.
4. PROMOTING RESPECT AND INCLUSION: HERE'S HOW TECHNOVATION INC. CAN GO FURTHER:
DIVERSITY AND INCLUSION TRAINING: REGULAR TRAINING FOR ALL EMPLOYEES ON RECOGNIZING
AND PREVENTING BIAS CAN CREATE A MORE INCLUSIVE ENVIRONMENT.
EMPLOYEE FEEDBACK SURVEYS: ANONYMOUS SURVEYS CAN REVEAL BROADER CULTURAL ISSUES
AND EMPLOYEE SENTIMENT REGARDING RESPECT AND INCLUSION.
ZERO-TOLERANCE POLICY: A CLEAR POLICY AGAINST HARASSMENT AND DISCRIMINATION, WITH
STRONG ENFORCEMENT PROCEDURES, SENDS A STRONG MESSAGE OF INTOLERANCE.
BY TAKING THESE ADDITIONAL STEPS, TECHNOVATION INC. CAN BUILD A STRONGER FOUNDATION FOR A
WORKPLACE CULTURE THAT VALUES RESPECT AND INCLUSION FOR ALL EMPLOYEES.
T/F
1 The primary goal of grievance handling is to punish the

QUESTIONS employee who filed the grievance.

2 Grievance handling is only relevant in unionized

workplaces

Grievances should always be resolved through formal

3
channels

4 Redressal mechanisms should be transparent and

accessible to all employees.

Answers - 1) F , 2) F , 3) F , 4) T
 Research Article
*Title: Enhancing Organizational Effectiveness through Effective Grievance Handling and Redressal Mechanisms*
**Abstract:**
Grievances within organizations are inevitable and can significantly impact morale, productivity, and overall organizational effectiveness if not addressed promptly and effectively.
This research article explores the importance of grievance handling and redressal mechanisms in organizational settings. It delves into the significance of establishing robust systems
for identifying, addressing, and resolving grievances to foster a positive work environment conducive to employee satisfaction and organizational success. Drawing on existing
literature and case studies, this paper provides insights into best practices for designing and implementing grievance handling procedures, emphasizing the role of communication,
transparency, and fairness in the process. Additionally, it discusses the implications of effective grievance redressal mechanisms for employee engagement, retention, and
organizational performance.

**Keywords:** Grievance handling, Redressal mechanisms, Organizational effectiveness, Employee satisfaction, Communication, Fairness
**1. Introduction:**
Grievances are concerns or complaints raised by employees regarding their work conditions, treatment by supervisors, colleagues, or the organization's policies and practices. Left
unaddressed, grievances can escalate into conflicts, adversely affecting employee morale, productivity, and organizational harmony. Thus, organizations must establish effective
grievance handling and redressal mechanisms to address issues promptly, impartially, and satisfactorily. This paper aims to explore the significance of grievance handling in
enhancing organizational effectiveness and the key components of successful grievance redressal systems.

2. Importance of Grievance Handling:**

Effective grievance handling is crucial for maintaining a harmonious work environment and promoting employee satisfaction and engagement. By providing employees with channels to voice their concerns and
ensuring fair and timely resolution, organizations can prevent grievances from festering and escalating into more significant problems. Moreover, addressing grievances demonstrates organizational responsiveness,
fosters trust, and enhances employee commitment and loyalty.

**3. Components of Effective Grievance Redressal Mechanisms:**

a. **Transparent Communication:** Clear communication channels should be established to encourage employees to express their grievances without fear of reprisal. Regular communication about the grievance
handling process, including timelines and steps involved, helps manage expectations and build trust.
b. **Fair and Impartial Procedures:** Grievance procedures should be fair, impartial, and free from bias or favoritism. Employees must have confidence that their grievances will be investigated objectively, and
decisions will be based on evidence and merit.
c. **Timely Resolution:** Prompt resolution of grievances is essential to prevent escalation and minimize the impact on employee morale and productivity. Organizations should set realistic timelines for addressing
grievances and ensure that the process is expedited without compromising thoroughness and fairness.
d. **Confidentiality:** Confidentiality should be maintained throughout the grievance handling process to protect the privacy and anonymity of employees raising concerns. This encourages open communication and
ensures that individuals feel comfortable coming forward with their grievances.
e. **Training and Support:** Managers and HR personnel responsible for handling grievances should receive training on conflict resolution, communication skills, and procedural fairness. Providing support and
resources to those involved in the grievance process enables them to effectively manage and resolve disputes.
 *5. Conclusion:**
In conclusion, effective grievance handling and redressal mechanisms are essential for
promoting employee satisfaction, maintaining harmonious workplace relations, and
enhancing organizational effectiveness. By establishing transparent, fair, and timely
grievance procedures and providing the necessary support and training to those
involved, organizations can create a positive work environment conducive to employee
engagement, productivity, and success.

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Academic Research in Business and Social Sciences, 9(7), 324-332.
3. Dowling, P. J., Festing, M., & Engle, A. D. (2017). International Human Resource
Management (7th ed.). Cengage Learning.
4. Mathis, R. L., & Jackson, J. H. (2018). Human Resource Management (15th ed.).
Cengage Learning.
5. Robbins, S. P., & Judge, T. A. (2019). Organizational Behavior (18th ed.). Pearson.