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1. Grievances or conflicting thoughts are part of industrial life.

2. It is essential to bring this conflict to the surface.

3. All conflicts cannot be eliminated but their exposure will contribute towards their reduction.

4. Such exposures lead to adjustments and further improved organizational effectiveness.


1. Grievance procedure

2. Direct observation

3. Suggestion boxes

4. Personal counselor

5. Exit interviews

6. Miscellaneous channels


(A) Dissatisfaction is any state or feeling of discontent

(B) Dissatisfaction orally made known by one employee to another is a complaint.

(C) A complaint becomes a grievance when brought to the notice of the management.

According to Fillipo, “The term would include any discontent and dissatisfaction that affects organizational performance. It can either stated or unvoiced, written or oral, legitimate or ridiculous.

(a) A complaint is a discontent that has not assumed importance.

(b) A complaint becomes grievance when the employee feels that injustice has been committed.


(i) It may be unvoiced or expressly stated.

(ii) It may be written or oral

(iii) It may be valid, legitimate or untrue or false.

(iv) It may relate to the organizational work.

(v) An employee may feel an injustice has been done.

(vi) It may affect the performance or work.

Grievances generally give rise to unhappiness, frustration, indifference, discontent, poor morale, and poor efficiency THAT IS CHANGE IN ATTITUDE, PERCEPTION AND BEHAVIOR.


(a) Visible grievances

(b) Hidden grievances

An employee may feel that there has been an infringement of his rights.

Grievances exist in the minds of individuals.

Grievances may be concerning employment, working conditions, change of service conditions, biased approach, non-application of principle of natural justice, work loads and work norms.


(i) Identification and analysis of grievances, nature nod causes.

(ii) Helps at formulating and implementing the policies and programmes.

(iii) It is problem solving, dispute-settling mechanism.

(iv) Strengthen good industrial relationship.

(v) It detects the flaws in working conditions and helps to take corrective measures.

(vi) Build good morale, maintains code of discipline.

(vii) Brings uniformity in handling grievances.

(viii) It develops faith of employees.

(ix) Reduces personality conflicts.

(x) It acts as a pressure valve.

(xi) Provides judicial protection to the employees.

(xii) Provides avenues to present the problems.


Enables the parties to resolve differences in peaceful, orderly and expeditious manner.

Enables the parties to investigate and discuss the problem

(i) Open-door policy

(ii) Step ladder type

(iii) Grievance handling committee


1. Existence of sound channel.

2. The procedure should be simple, definite and prompt.

3. It should be clearly defined.

4. Helpful attitude of management.

5. Fact-oriented system.

6. Respect for decisions.

7. Adequate publicity.

8. Periodic Review.


1. Receive and define the nature of dissatisfaction.

(a) Manner and attitude when complaint is received

(b) Assessment must be made that the complaint is presented fairly.

(c) Statement and issues must not be pre-judged.

(d) Proper time and attention is given.

2. Get the facts

(a) Facts be separated from impressions and opinions.

(b) Consult the policies.

(c) Consult the records.

3. Analyze and decide.

4. Apply the answer.

5. Follow-up


1. Investigate and handle each case carefully

2. Talk to the employee.

3. Enforce the time limit.

4. Visit the work area or place of grievance.

5. Determine witnesses.

6. Examine records.

7. Examine witnesses.

8. Evaluate grievance.

9. Permit full hearing.

10. Identify the relief an employee is expecting.

11. Command the respect of all.

12. All discussions privately.

13. Keep superiors informed.

14. Ensure proper productivity.

15. Stick to labor agreements.


Vikram Singh

From India, Delhi

Dear Vikram,
very useful information. Thanks a lot for sharing with all. I want to make conflict resolution document which have all the records of conflict in organization. Can you please suggest me how to do it and what all details should i add? My organization is very small - 25 employee.

From India, Mumbai
Hi Vikram, I am heading the grievance redressal department in my organization. I agree with you on the essentials of the conflict resolution. Nice Post!!!!
From India, New Delhi
pavan 88
hello sir
iam pavan newly joined in this site to acquire knowledge from friends like u i had seen ur post which i liked very much. iam having doubts regarding policies in HR practices actually what is a policy in HR practice and categories of policies.i hope u will send some information regarding my questions
thankyou sir bye

From India, Visakhapatnam
Pls tell the Describe the meaning and Procedure of grievance. Discuss various approaches to grievance resolution. In your opinion which approach is most effective and why? Explain with help of suitable examples.

From India, Coimbatore
Krishna Saranya Danturti
I am Krishna Saranya Danturti, I am from JNTU Kakinada Affiliated college doing my MBA in HR discipline. I planned to do mini project in ICICI Bank but i am very confused in selecting a HR topic in Banking Sector. I thought of taking Employee Grievances as my topic. Is it suggestible if not please suggest me with a topic. please reply me soon.. Waiting for your replies.

From India, Chandra
I was working for a Mumbai based company. They gave a termination letter on 22 February 2014. They did not give my TADA from August & my salary for the month of Jan & Feb 2014. During the visit of the director of a company he had attended a distributor meet & the payment was made by me which is still pending, as he was checking out he said that his card was not working & I paid his bills from my card, which he said that once I reach Mumbai I will credit the amount in your account. I just want to know how do I take out my pending money and the harassment which I went though all these days. I have all the documents and the mails which I had sent to them. Please suggest what should i do
Ajit Agarwal

From India, Chennai
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