1. Handling Employee Grievances Meera Sherchan m_sherchan@yahoo.com

2. Discussion notes Concept/Symptoms/behavior Grievance handling process (LESSON process for handling grievances) Recent techniques in handling employee grievances effectively Grievance handling practices in Nepal Conclusion

3. What is grievance Formal dispute (employee & management/union & management) Perception, feelings and belief (unfair/unjust/inequitable on the job) Leads to the feelings of dissatisfaction or discontent Matter of important concern for HRM

4. Characteristics Notification of complaint Expressed/unvoiced/Legitimate/ ridicules/real/imaginary May not relate to organizational activities/policies

5. Contd. Behavior Keep within Share with colleagues Notice to supervisor Symptoms Sullenness Tardiness Moodiness Indifferent attitudes Insubordination

6. Effects of Grievance On production (low productivity, quality, quantity, wastage, increased cost) On the employee (absenteeism, reduced commitment, morale) On the managers (Strained superior-subordinate relations, indiscipline cases)

7. Steps in grievance handling Listen systematically/attentively Define the nature of the grievance Organize facts/evidence, use five Ws to investigate grievance (helps to explain who, what, when, where & why the grievance occurred) Identify what you want & make decision and take action immediately

8. Contd. Follow-up Collective bargaining Last step “Arbitration” (decision makes by arbitrator reaches a final decision binding on the both parties)

9. LESSON process LListen EEstablish the fact SSummarise SSpecify the solution OObtain agreement NNote everything

10. Informal procedures Open door policy Counseling Suggestion box Informal talk/meeting

11. Grievance handling practices in Nepal Formal & institutionalized mechanism does not exist Ministry wise some kind of practices/efforts can be seen, not noticeable Appointment of nodal officer/arrangement of public hearing, mobile team & PR office Labor Act 2048

12. Recent techniques in handling employee grievances effectively (Leadership Management Australasia) Be a good listener Ask questions/do not argue Make sure you understand Let the employee know about your response time Gather facts and make decision Explain your decision Thank the employee

13. Conclusion Grievance should recognized/settled promptly Early settlement prevents minor problems in becoming major disturbances

14. Thank you