Dealing with staff grievances

The purpose of a grievance procedure is to address staff issues or conflict before it escalates out of control. It is important to familiarise yourself with your organisation's grievance procedure. While we should not encourage the excessive usage of grievances, it does provide a structured process to deal with staff issues rather than tolerating disruptive behaviour. Grievances should never be raised simply to get even with somebody. When dealing with a grievance try to remember that just because something appears trivial to you, does not mean that it is not a major issue for someone else.

Dealing with grievances should be approached as a mediation process - it is about finding solutions in a structured way. The value of a constructive grievance process lies in its ability to disconnect people from the issue - it is both parties against the issue and not the two parties against each other. Here are some guidelines to assist you in effectively dealing with staff grievances:

1. Don't let things get out of hand: There are times when you may need to intervene even before an official grievance has been raised;

2. Prepare the participants for the mediation process: There are four aspects that come into play here: You firstly have to acknowledge that there is a conflict, as it cannot be dealt with if you refuse to admit that it exists.

   Secondly, you need to discuss the impact that the conflict is having on team dynamics and performance. This is a very important step, as it enforces why it is important that the issue is managed and resolved. Thirdly, make sure that the participants have a clear understanding of how the process will work and that you are seeking a win-win outcome.

   Lastly, obtain commitment from all parties that they will participate and support a constructive process and keep communication channels open. A grievance cannot be resolved if the parties involved will not cooperate. They need to be willing to put the team first and they need to understand that it may involve setting aside their individual opinions or ideas for the time being.

3. Get an understanding of the situation: Getting the issues out in the open in a controlled and constructive manner is an important step in resolving the grievance. Make sure that each person gets a fair chance to state his case, without interruptions;

4. Clarify positions: This step alone can go a long way to resolve the conflict, as it helps the participants to see the facts more objectively and with less emotion. List the facts, assumptions and beliefs underlying each position;

5. Identify the issues: The idea is to separate the people from the problem, so that both parties can see the conflict as a shared problem. A shared problem provides common ground and unity for individuals who previously were standing in opposing corners;

6. Work towards solutions: Encourage each party to propose possible solutions. Discuss the various options and reach agreement on the solutions. Make sure that you keep a written record of what was agreed upon - be as specific as you can; and

7. Close out the process: Follow up on what was agreed upon to ensure that the solutions are implemented and effective.
   

Be aware that a process of mediation can sometimes take considerable time. Make sure that you prepare for various eventualities before you enter into a mediation session. Throughout the process, it is important that you remain calm and in control of the session. This is an ideal opportunity to practice your active listening skills and ask open-ended questions.