AC 3.4 Advise on the importance of handling grievances effectively
The primary goals of developing an effective complaint process at the workplace include allowing employees to vent their grievances to management, clarifying the nature of the grievance, and investigating potential causes of dissatisfaction. This process also strives to find quick solutions to issues it raises and takes appropriate action. Employees are informed of their rights to escalate grievances, especially when a problem emerges within the workplace environment.
Once an employee files a complaint, the management ought to respond immediately and efficiently. Indeed managing complaints may be both challenging and time-consuming. Hence, any delay in addressing and resolving a complaint will exacerbate the situation, as it may result in unfavourable publicity that can occur due to poor employee grievance management within organisations. The negative publicity causes a loss in the client base, thereby affecting revenue. Additionally, it might result in financial issues and a considerable decline in market value due to eroding client loyalty.
According to Mukiira (2020), managing workplace grievances aids in the establishment of various workplace norms and codes that promote employment relations. The ideal way of addressing grievances is through addressing them as soon as they arise and handling them promptly with the help of an immediate supervisor. Managing employee grievances stands to benefit both employees and the organisation. Employees are encouraged to express their concerns without fear of retaliation when grievances are handled effectively. It also prevents minor workplace disagreements from escalating into more heated arguments and provides a quick and equitable mechanism for dealing with such grievances. It saves the organisations money and time by identifying and implementing solutions to issues that emerge at the workplace. Grievance handling processes contribute to the development of a coherent organisational atmosphere built on honesty and openness, hence enhancing the employee-employer relationship.
