Hi
Step Number 1
At least closer to 50% of the grievances are imaginary This is the first presumption generally people have
I will start with a belief that all grievances are real
So when I talk to the person coming to me with a grievance, he feels I am genuine in attempting to resolve their grievance/
Step Number 2
I will offer him or her a seat and devote time to listen carefully. If it is serious grievance, then i wont pick up calls for 15 minutes or so
Step 3
Discuss this grievance with the person concerned. For example, if the grievance is on leave, discuss with the supervisor concerned with the knowledge of his boss. Dont directly call the supervisor and start discussion. Keep his boos in the loop.
Step 3
Analyse and find out the truth in the grievance. If there is truth, then find out a way to resolve.
(One example : In a factory where I was working as Head of HR, suddenly there was a drop in production in one particular Department and the Concerned departmental head started putting the blame on the union and a particular workman. When I spoke to the Workman , he came out with grievances including discrimination,improper training etc. The matter became very serious and my efficiency in handling the situation was questioned. I was counselling the HOD
I was convinced in this case that there was some truth in the grievance of the workman and I highlighted this to my peer group. But unfortunately none heeded to my advice.
Then i got into facts analysed and presented in two sentences to the Top Management The fact was that particular workman was transferred to that particular machine just 15 days back and no training was imparted to him. he also seemed to have expressed his opinion that he may take more time to learn and his learning history had always been poor.
All job cards pertaining to this workman were analysed and the facts highlighted
It was proved that there was no IR Issue here and it was a genuine grievance and the Top Management took a decision to replace that workman with another and found a suitable job for him The entire process took nearly 20 days to 30 days)
Step 4
Be neutral whatever may be the criticism you face. Over a period of time they will appreciate
Step 5
Do not jump at any conclusion Discuss with all, gather data, and do not express opinions in the process
In otherwords the tool to be used
1. Listen carefully
2. Define the Grievance
3.Analyse with past data and present data
4.Discuss with peer group and the person concerned
5.Try to make people meet and resolve
6. Be neutral
7 Be firm
I hope I make some sense
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Siva