Chapter 13 - Resolving Employee Complaints and Grievances

Question 1

Gripes, complaints, and grievances

Answer 1

People gripe to let off steam. They usually do not expect a change.
Complaints require supervisors to take action. Some complaints are minor and can be settled on the spot.
If they are not handled satisfactorily, gripes and complaints can become grievances.
A grievance is usually a written expression of an employee’s dissatisfaction with something beyond his or her control.
Formal grievances must be resolved through a formal, step-by-step process.

Question 2

Causes of grievances

Answer 2

Work assignments
Working conditions
Problems with co-workers
Discrimination
Sexual harassment
Problems with the supervisor
Personal problems

Question 3

It is the supervisor’s job to respond to gripes and complaints

Answer 3

before they develop into grievances.

Question 4

Danger signals of dissatisfaction

Answer 4

Gloominess or lack of enthusiasm
Excessive griping
Lack of interest in the work
Excessive tardiness or loafing
Decline in output or increase in errors
Reluctance to assume responsibility
Excessive short-term sickness

Question 5

Preventing grievances

Answer 5

Talking frequently with employees and listening carefully to what they have to say
Providing an outlet for complaints
Watching for changes in behavior that may signal problems
Monitoring working conditions
Showing appreciation
Helping employees acquire new skills or responsibilities

Question 6

Systems for handling grievances should

Answer 6

Protect an employee’s basic rights as a citizen
Fit the size, complexity, and operating conditions of the organization
Be easy for employees to understand
Allow the employee to be accompanied or represented
Be in written form
Provide for a prompt, satisfactory response
Be fully understood and supported by management.

Question 7

Steps for handling a grievance

Answer 7

Determine who is responsible for trying to settle the grievance.
Listen attentively to the employee.
Question the employee.
Get additional facts and verify statements made by the employee.
Keep accurate records to show that the grievance was investigated thoroughly.
Assess alternatives.
Determine who has the authority to act.
Make your decision promptly.
Explain your decision to the employee.
Follow up.