Grievances are concerns, problems or complaints that employees raise with their employer. A grievance might concern matters such as an employee’s work, physical working environment, pay and benefits, working hours, health and safety, working relationships or general treatment at work. A grievance may be presented in writing or verbally – it does not have to be called ‘a grievance’ to be treated under the policy (ie it could just be an email or conversation where your team member highlights concerns to you). You may be asked to hear a grievance from someone who is not in your team. Read your policy and ensure that you follow any timelines or processes laid out in the document.
Before you start:
- Consult with FieldHR as soon as possible if you need them to prepare all of the documents
- Ensure that you have a room booked, and appropriate time laid aside with no interruptions.
Your essential checklist
- Inform the employee that it is a formal grievance hearing, and confirm the roles of the participants – you may ask FieldHR to be present to ensure that due process is followed, the note taker is present to ensure an accurate record of proceedings, you are there to listen to the complaint and the employee is there to make their case in full, possibly using documentation or witnesses.
- Give them full opportunity to set out the case
- Ask the employee questions to ascertain the facts of the case – challenge any points that you do not understand or are not clear.
- Listen actively to what the employee has to say – ask ‘open’ questions to obtain clarity if necessary.
- Distinguish between facts and opinions, clarify the facts and explore the matter fully.
- Understand what they want to achieve – there has to be an action or outcome associated with the grievance (ie it can’t just be a complaint, they have to say what they want to happen as a result of raising the grievance)
- Remain objective, irrespective of personal like or dislike of the employee or your views on the merits of the case
- Decide if you need to conduct a further investigation and if so, adjourn the meeting and conduct an investigation
- If not, adjourn the meeting and properly consider the evidence
- Inform the employee of the decision, the reasons, and that they have the right of appeal
Top tips
- Remember not to be judgemental or to make any comments which indicate that you have made up your mind before you have considered all evidence or delivered your decision
- Don’t interrupt the employee unless this is necessary to keep the discussion on track.
- Point out, and question, any discrepancies, or challenge what the employee is saying if it is appropriate