- No matter what the subject or context of the grievance, there is a prototypical standard practice that managers can follow to enhance the chances of a satisfactory resolution:
– Listen carefully and ask for clarification to make sure you fully understand the nature of the grievance.
– If the matter requires getting further information from others – let the employee know that the matter will be looked into and that a prompt response will be forthcoming. It is important to keep in mind that many times the employee putting forth the grievance is actually part of the problem. Knowing all the sides to the story is a critical part of the process.
– If the grievance is at all serious, discuss it with your boss and H.R.
– Once all the relevant information is gathered, consider all possible options for the resolution.
– Select the best option, dialogue with the direct report about that option avoiding a “this or nothing” approach.
– Implement the solution once agreement is reached. However, agreement is not required as the manager is the boss.
– Follow up later to ensure the issue has been solved.
– On occasion, employees may feel uncomfortable bringing a grievance directly to the boss and would rather talk to H.R. If the employee isn’t overtly attempting to undermine the supervisor’s position or authority, it is appropriate to provide access to the alternative source.