Chapter 11

Question 1

Should supervisor intervene and try to resolve all of the complaints of there employees, discuss

Answer 1

• No, being a mother hen to subordinates is inappropriate

Question 2

Does a work-related employee complaint have to be supported by facts before it merits supervisory intervention, discuss

Answer 2

• No, any action or statement that clearly indicates displeasure sufficiently warrants intervention

Question 3

Name and discuss five characteristics of an effective employee complaint system

Answer 3

• Should have more than one entrance point, and anonymous complains should be accepted
• Should protect those who complain
• Should provide for equitable and objective investigations into all complaints
• Should provide feedback on the disposition of complaints
• Should have an appeals process

Question 4

Discuss four conditions or practices which commonly generate employee complaints

Answer 4

• Inappropriate supervisory practices
• Violations of the provisions of collective bargaining agreements
• Physical plant and equipment problems
• Outdated rules and regulations
• Uncovering employee complaints

Question 5

Should a supervisor automatically conclude that all is well with his subordinates simply because no one is making any complaints to him, discuss

Answer 5

• No, a scarcity of employee complaints is probably indicative of a supervisor who, for some reason, has not yet won the trust of his subordinates.

Question 6

Identify and discuss the steps a supervisor should take when dealing with the work-related complaints of his subordinates

Answer 6

• Receive the complaint properly
• Determine the status of the complaint
• Take action or defer action depending on the status of the case
• Explain the appeals process
• Keep superiors informed
• Engage in follow-up

Question 7

What is a grievance? Are grievances handled differently than other work-related employee complaints? Discuss

Answer 7

• A grievance is a term used when referring to a complaint which alleges a violation of an existing collective bargaining agreement or contract
• They are handled the same as other work-related employee complaints, however, they must be handled in accordance with the terms of the contract

Question 8

Discuss the documentation of work-related employee complaints

Answer 8

• All work-related complaints, including grievance, should be documented in writing by t eh supervisor who took the complaint. However, the extent of this required documentation varies depending on the circumstances.