An Effective grievance management procedure is essential for enhanced work performance and organizational productivity. In dealing with grievance, we must first understand the distinction between a complaint and a grievance. Grievance administration is important machinery which enables organisations or companies to deal with matters that may affect the achievement of organisation or company objectives.
A complaint is a discontent or dissatisfaction which has not yet assumed a great measure of importance to the complainant; a grievance however, is any dissatisfaction or feeling of injustice in connection with one's employment situation that is brought formally to the attention of management. In another line of thought, Beach S Dale (2003:26) defines grievance as "any injustice to an individual that is brought forward to the attention of the management". Management has the obligation to get to the root cause of an employee's grievance so that the smooth functioning of the organisation is prevailed. This can be possibly done by putting an effective administration procedure to redress issues of complaints and grievances which if left unattended to would yield negative results in an organisation.
Basically, there are two approaches to grievance handling; these are the narrow and broad approaches. The usual questions asked in the narrow approach are:-
i) Is it a violation of the Collective Agreement (CA)?
ii) Is it a violation of the labour law?
iii) Is it a violation of the past practice, custom or company rules? Or
iv) Is it an area of management responsibility?
The arguments here are that:-
i) A grievance is genuine only if there has been some alleged violation of for example, the collective agreement, Labour law, past practice, company rules etc.
ii) It is assumed that...