Every time employees walk to your office lamenting, they expect that someone will lend them an ear as they vent out what has been offending them. Listening is an art, and good managers listen more than they talk.
Act quickly upon ascertaining the facts
The aim is to ascertain whether the employee’s allegations are a true reflection of the state of affairs as at that particular time.
Eliminate the root cause of the problem
Going the quick fix route can be costly and detrimental to the organization. Once an employee formally launches a complaint, it should be addressed once and for all. If you do not get a lasting solution, you can expect the employees to come back to your office every day with the same complaint, which for your information is quite annoying.
Communicate the decision to the parties concerned
Once a decision is made, there should be no time wasted in communicating the resolution. The action taken might not be agreeable to all employees, but they have to understand the stand of the management.
Maintain a good grievance policy
Grievance policies determine the actions to be taken. It is important in coming up with solutions which should be fair to all those involved. Having well documented policies makes it easier to handle grievances, as the policies provide a framework which will be followed in settling disputes.
Carry out post implementation reviews
After implementing the resolutions, it is always healthy to look back to evaluate the impact of the resolutions. If the employees are happier and settled, then you handled the grievance well.
From India, Mumbai
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