How Do You Handle Verbal Complaints About a Difficult Department Head?

I need ideas for handling the grievances of people that do not come in written form. There are many complaints regarding behavioral issues of a department head; however, the juniors only complain verbally.

Swati

Dear Swati,

For this, we have an evaluation model, PE 360 degrees. You can use it as a tool with seniors.

Regards,
Shiv

Hi Swati,

Please don't accept those verbal complaints. You may hear them because you are interested, but refrain from taking action. You could get into trouble if they push you. Ask them to provide the complaints in writing.

Regards,

Thanks Divya. I have been listening all these days. I can see the problem growing but cannot do anything without written evidence. That's why I am thinking of some alternative method.

Swati

Dear Swathi,

It is as simple as evaluating your teacher or lecturer in school. The evaluation form will be issued to all team members without acknowledging names. They have to write the feedback on the supervisor.

Regards,
Shiv

It is a strange case. No one will give you in writing. Your first weapon should be "ask them in writing with signature and date." Then half of complaints will come down. Even if you entertain complaints verbally, they will not stand by the next hour as we see in many cases. You should deal with them tactfully; it requires a bit of patience.

Hope you understand the situation and act.

B. Dakshina Murty
Manager - HR & Admn

Dear Swati,

Please draft a policy on grievance handling, obtain approval from top management, and communicate it to all workers, staff, and managers.

In the complaint form, you have to fill it on behalf of the employee or assist them in completing it and obtaining their signature. There should be a policy in place that ensures no one discloses the name of the complainant except for a few top managers who need to know the identity.

You should set up a suggestion box or arrange a complaint register where employees can submit their complaints. Every 15 days, the drop box should be opened by an authorized person for further investigation. Monitor the issues, contact the complainant, inquire about the incident or issue in detail, analyze the situation, and take appropriate action.

Best Regards,

Sajid Ansari
Delhi

There should be a few top management involved in this process.

Hi,

1. Grievances, whether verbal or written, are feedback. They are equally important and should be encouraged. They should also be addressed in time before they become insurmountable. Since the employee has approached you, make an impartial assessment of the matter. Take input from other sources and arrive at a decision on whether to counsel or consider it trivial.

2. Culturally mature organizations mostly use the verbal method of grievance handling. The open-door policy of some top management is the result of this approach.

Take care.

Tunar

Dear Swati,

A better way to manage grievances from employees is to maintain a register in the office to note down their concerns. Regular inspections should be conducted daily to follow up on the actions taken regarding these grievances. Employees with serious complaints should write them in the register.

Please consider this suggestion.

Regards,
Sdd.

Dear All,

In the current world scenario, don't expect everything in writing. Certain things need to be discussed verbally and actioned. Tunar has clearly and correctly written. Many organizations these days follow an open-door policy; hence, one needs to address this problem maturely and wisely. You need to understand the perspective of the problem, whether the information provided is correct and how important it is, i.e. the level of grievance, and then take action based on the findings. You cannot ignore such a grievance, which is verbal; it is as important as any other work provided it holds true.

Yes, indeed, there is some problem arising from your boss, but you can handle it confidently by doing your best. Ignore the past history of your boss and approach the situation as if dealing with a new employee. You will find that your problem has been resolved. There is no need for a written statement.

Dear,

I have formed a grievance handling committee for my organization. I think it could be helpful to you.

Dear Swati,

If any written complaint comes in, then only you take any action; otherwise, you don't need to get involved. Let the seniors handle such issues as they have been verbally instructed to do so.

Regards,
Twin_hr

Dear Swati,

The best way to solve employee grievances is by being an HR professional. What I feel is, you should know your people well. If there is any issue in organizing, there are many ways to solve the problem. You should understand the mindset of employees and convince them in a way that after discussion, they agree with you. It totally depends on your personality to solve the grievances of employees. If I'm not wrong.

Regards,
Ramya.R

Hi Swathi,

While I can understand the problem you are in, I would still say that you keep quiet in this situation and act in consensus rather than being unanimous, as some others have said before. Don't ever voice your worries and concerns bluntly as it has every chance of backfiring on you, especially because you are pointing fingers towards the Dept. Head.

Please take steps professionally rather than being emotional. We all have faced similar situations in some form or another, but with tact and patience, overcame them. That is how we learned to cope with Corporate politics.

Remember, at the end of the year, your appraisals would probably be in the hands of this person or his/her immediate delegate, and it may have a devastating impact that could be detrimental to your career in the organization you are in.

So please take steps professionally and document whatever you do and nothing verbally.

Regards,
Probhat

Hi Swathi,

The best way to address any grievance is first to ensure you have the information. Have connections in every department and ensure that the information reaches you immediately. You can also plan shop floor meetings with the floor incharges and HODs so that people can express their concerns.

Not all issues will be presented to you in a clear manner. For example, the performance appraisal process may not be impartial, and no one will be willing to provide written feedback as everyone may fear their superiors and the impact on their career. Sometimes, after obtaining information, it is essential to meet with the employee on a one-on-one basis.

Employees should feel that you will not disclose information, and you will resolve issues with your expertise amicably. They should also see you as a "shoulder to cry on." Building this level of trust and confidence among employees is crucial.

Regards,
Kameswarao

React if willing to stick until the resolutions or you will invite unnecessary issues to yourself and the employees addressed too. Such issues, according to me, are to be addressed only if received in writing (email). Suggest them to email you with the issues as a procedure you must follow. If they don't, then you will understand the level of grievances yourself.

Recently, there have been some amendments in the ID Act. Please find the attachment.

Regards,
Prasad. SBR

When we start operations, people will usually come to us with their issues. The first step is to prioritize the important issues from those that are situation-based. To do this, you need to listen to both sides and analyze the situation. If you feel that there are serious issues that need to be addressed, discuss them with your superior. Relying solely on written communication may not be as effective.

Regards, Payal Jain

I need ideas for handling the grievances of people that do not come in written form. There are many complaints regarding the behavioral issues of a department head; however, the juniors only complain verbally.

Hey Swathi,

It's a good idea to have a counselor on board who will be able to handle such grievances and help the employees resolve them at their end. For issues that are beyond the scope of an individual employee, the counselor can bring them to the notice of the HR.

Dear Swati,

Making simple to complex is easier, but making complex to simple is somewhat simple, awesomely, and that requires creative skills. My suggestion for your queries are:

a) Place a Suggestion Box in all the departments where the complaints arising from the subordinates, and inform all the employees to submit their issues and anything related to the growth of the company. You will definitely get the suggestions (in written form) from the employees who are facing issues with their higher officials; it may be complaints or whatever. It is easier for the employees to place their complaints in written form (for their safer side).

This system is being carried and followed by many multinational concerns for solving an issue. I feel it is simpler rather than applying the "PE 360 degrees" ideas. When there is an issue, try to solve it in a simple manner than going for complex calculations.

Thanks & Best Regards,
Muralikrishna R

Dear Swati,

I suggest placing a suggestion box in the concerned department where the issues are arising and informing the employees or anyone in that department to place their suggestions anonymously. This way, nobody will know who is submitting the suggestions in the box. This method has been proven to be effective, and you should start seeing results in a few weeks or even days. I believe this approach will work much better than any other method.

Thanks & Best Regards,
Muralikrishna R

Please help me. I am working in a small company as an Executive-HR. In my company, a union has been formed, and I am seeking ideas on how to deal with this situation and potentially address rifts within the union.

The expertise lies in not encouraging the other group to form the second union but to help them feel that a second union must be formed as the present union is not protecting the interests of the workers properly!

You can't take any action on departmental heads without written form. Ask juniors to complain in written form if they are feeling inconvenience with their heads. The juniors are looking for their security. If you take any action on departmental heads without written complaints, your superior will ask you only one thing: don't you know the grievance procedure? Then what will you do? Sometimes, all of a sudden, the juniors may change their words in front of your superior. What will you say then? Just explain to the juniors the way to take action through the grievance procedure. Ok, wish you good luck.

Hi,

As stated by krao1954, unions are good to work with. It leads to mature HR policies. However, a few individuals on a fine morning cannot get together and announce that they have formed a union. There are compliances like registration, affiliation, recognition, election of works committee, etc., which are required to be completed. Go through relevant sections of the Factory Act. In principle, you cannot stop a union from being formed if the employees fulfill the prerequisites. The idea of two or more unions being better than one doesn't appear to be sound. I advise all of you to stay out of union politics. The term of reference should be that all employees are equal whether they are unionized or not.

Take care,
Tunar