1. Grievance Handling

2. Grievance Handling. Why? Offer security & protection to workers Ensure management right to take arbitrary decisions on workers is limited. Create an atmosphere of good relations between workers & management.

3. What is a Grievance? Violation of workers rights Feeling or belief that an injustice or unfair treatment has been suffered. A grievance is more than a complaint

4. Establishing a Grievance Looking at legal connotations Whether set standards have been violated Looking at moral grounds

5. Guidelines in Establishing a Grievance Is it a violation of law? Is it a violation of collective agreement? Is it a violation of industrial regulation? Is it a violation of company rules? Is it a violation of past practice? Is it an area of management responsibility?

6. Handling a Grievance Who? What? Where? When? Why?

7. Points to Note Put the aggrieved at ease and don’t intimidate Be sympathetic Take note of every point Do not excite, avoid raising hopes Assure the aggrieved that you will do everything possible to assist.

8. Check It Out Consult the witnesses Check company records Compare previous cases of similar nature Do not rush to take action before you are clear with your facts and evidence

9. Action Once you are clear that all relevant facts are available, you go further and meet management with a view to solving the problem.

10. Points to Observe on the table Stick to your key commitments Be careful not to be driven off the topic Identify and use common grounds Do not bluff Know when to stand firm or to give in Be prepared to listen Know when to pause questions

11. Activity Task: in your group Discuss what a grievance is How do you establish a grievance? What is meant by key commitments? What is meant by common grounds?