In their working lives, employees occasionally have cause to be uncomfortable, disappointed
or aggrieved either about certain managerial decisions, practices or service conditions. The
question then is whether this particular symptom or feeling is given any attention or is
ignored altogether. What are the pros or cons of each of the approaches? To a large extent,
the approach will be governed by several variables such as the style of management, size of
the enterprise, level of education of workforce, technology of the plant and extent of
unionization of workforce.

The grievance procedure is one of the more important means available for employees to
express their dissatisfaction. It is also a means available to management to keep a check on
relevant diagnostic data on the status of the organization’s health. There are other means also
for this, such as decline in production/output (other things being equal), change in an
individual’s work habit and approach to the job itself. Statistical indexes taken together and
analysed to determine a pattern could also be revealing- indexes such as absenteeism rates,
accident data, request for transfer, number of disciplinary cases and separation and quits.
Besides, there are some employees who by nature are not forthcoming and hence may not
like to avail the grievance machinery; in such cases these indexes have an added justification.
Nevertheless, rather than wait only for the grievance mechanism to indicate the state of the
organization’s health. The management could use the above indexes in conjunction with the
grievance procedure to anticipate problem areas and take corrective action, or introduce new
policies, as the situation may demand.
Whether this channel of upward communication will, in the first instance, be implemented
will depend on the management’s approach, the extent of unionization, and the union’s
strength in each particular plant.

Understanding Employee Grievances in Industry:
a) Step Ladder Method: In the step ladder method ( also called the formal procedure),
the aggrieved employee first places his grievance before his immediate
superior/supervisor (who acts as a first level grievance machinery) for suitable
consideration. If the employee is not satisfied with the decision given by his
immediate superior, he is allowed to take his grievance to the departmental head and
to higher levels if necessary.

b) Open Door Method: Open door method (also called informal procedure) is an
alternative to step ladder method for the settlement of grievances of employees. Here,
formal grievance procedure is not followed. An aggrieved worker is allowed to go
directly to the top management executive with his complaint for consideration and
suitable action (remedial measure). There is no formal procedure. The doors of the
top executive/chief executive are always kept open to the employees and they are
allowed to approach him directly with their complaints/grievances.

c) Observations: A manger/supervisor can usually track the behavior of people working
under him. If a particular employee is not getting along with people, spoiling
materials due to carelessness or recklessness, remaining absent etc., the signals are
fairly obvious. Since the supervisor is close to the scene of action, he can always find
out such unusual behavior and report promptly.

d) Opinion Surveys: Surveys may be conducted periodically to elicit the opinions of
employees about organization and its policies. Group meetings, periodical interviewswith workers and collective bargaining sessions are also helpful in knowing employee
discontent before it becomes a grievance.

e) Gripe Boxes: A gripe box may be kept at a prominent location in the factory for
lodging anonymous complaints pertaining to any aspect relating to work. Since the
complainant need not reveal his identity he can express his feelings of injustice or
discontent frankly and without any fear of victimization. Gripe boxes are different
from suggestions with name written on them.

f) Exit Interview: Employees usually leave their current jobs due to dissatisfaction or
better prospects outside. Exit interview, if conducted carefully can provide important
information about the employee’s grievances. If the manager tries sincerely through
an exit interview, he might be able to find out the real reasons why the employee is
leaving the organization

Nature and Causes of Grievances In Industry:
a) Grievance Resulting from Working Conditions:
Improper matching of the worker with the job.
Changes in the schedules and procedures.
Non-availability of proper tools, machines and equipment for doing the job.
Tight production standards.
Bad physical conditions of workplace.
Failure to maintain discipline (excessive discipline or lack of it, both are equally harmful).
Poor relationship with the supervisor.

b) Grievance Resulting from Management Policy :
Wages, payment and job rates,
Leave,
Overtime,
Seniority,
Transfer,
Promotion, Demotion and discharges,
Lack of career planning and employment development plan,
Hostility towards a labour union.

c) Grievance Resulting From Alleged Violation of:
The collective bargaining agreement
Central or state Laws
Past Practices
Company rules
Management’s responsibility

d) Grievance Resulting from personal maladjustment:
Over-ambition
Excessive self-esteem
Impractical attitude to life etc