Grievances in most organisations tend to be far less frequent than disciplinaries and should not be confused with the appeal process. It is important that all employers have a clearly laid down Grievance Procedure as, like the disciplinary process, it is a legal requirement that employees know what it is. We recommend that it is contained within the Handbook of Employment Procedures. Not all grievances are a ‘bad thing’ as they may alert employers to a problem which properly resolved leads to an improvement in performance. Most grievances however can be time consuming and aggravate an already problematic working relationship. So a formal grievance can make matters even worse. So how do you avoid them?
1) Identify problems
By spotting signs of conflict early, you have a better chance of identifying the causes and resolving it. Ensure line managers are trained to identify and handle possible grievances at an early stage, preferably before people resort to formal processes. Some managers will find it easier than others, but those others can be trained to spot the symptoms.
2) Openness
You are more likely to be able to interpret the behaviour of your employees if you have regular channels for open communication and consultation. By listening to the views of your employees at an early stage – before issues become potential problems – you can gauge future reaction to proposed changes.
3) Training
Assess and develop the “softer” line management skills such as listening, persuasion and feedback, which may be reinforced in line manager’s appraisals. Ensuring managers are properly trained to handle their management responsibilities will make a huge difference to their confidence and that of their staff. Competent managers produce less grievances.
4) Deal with stress
Hold regular, informal meetings with those showing signs of possible stress due to bullying, harassment or overwork to ensure issues do not progress to grievances.
5) Real policies
Having sound policies and procedures in your handbook or elsewhere will reduce the scope for misunderstandings and provide a framework for fair interpretation. Real policies do not just sit on a shelf gathering dust, they help people to understand what to do about maternity, mobile phones, dress codes, internet usage or harassment etc. Demonstrate that you value employees and are thinking about the business culture of the workplace. Remember “It is not what you do, its the way that you do it”.
6) Change happens
Grievances are often more likely when people are asked to change working practices. If this is not explained well they are likely to be resistant to what you need them to do differently. Communicate the need for staff to take on additional responsibilities, for regular updating of existing policies and change to meet your sector dynamics and financial circumstances.
7) Hygiene
Look after what are often called the ‘hygiene issues’ such as the remuneration package of pay and benefits, work environment and health and safety. Dissatisfaction is often a result of a lack of ‘hygiene factors’. What de-motivates us is different to that which motivates us. Being paid properly and the conditions we work in can cause de-motivation and anxiety. Work-life balance may also be seen as such a hygiene issue.
8) Manage performance
Ensure that good performance is always recognised by line managers and employees are given regular feedback and praise for work well done. Managers should deal effectively and fairly with under performance as delaying tackling problems can lead to resentment in other team members.
9) Diversity
Have a clear equality policy and procedures for dealing with harassment and bullying in your workplace, which Managers have had some training in. This should help to reduce feelings of unfair treatment, and so prevent conflict.
10) Mediation
Suggest mediation as a means of settling disputes ahead of a formal grievance. If you believe that there is a problem which requires resolution with some third party assistance, don’t wait. Mediation should result in a win-win outcome.
The guidance provided in this article is just that – guidance. Before taking any action make sure that you know what you are doing, or call us for specific advice.
