How to Handle Employee Complaints
How to Handle Employee Complaints
Introduction
You
may have to handle the complaint yourself if you don't have an HR department or
if the complaint is minor. Receiving an employee complaint is the first and
most important step in the process, since it will determine how you respond
Listen fully to the complaint
: Even if it appears to be a little
matter, give it your whole attention. This will give the employee the
impression that their voice is being heard. They don't always want you to take
action; sometimes all they want is for you to listen
Ask lots of questions
: Ask a lot of questions regarding
the situation during the chat. "Who, what, when, where, why, and how"
should always be remembered
Ask for something in writing
: This is a crucial step in the
complaint procedure. Following your talk, ask the person to send you an e-mail
describing the facts of the complaint
Advise the person to keep the
complaint to themselves : Employees may enjoy gossiping and
wishing for workplace allies, but when it comes to a formal complaint, they
must keep their mouths shut. As a result, as a manager, you must keep the
complaint to yourself
Ensure action :
Make it clear to your employee that you intend to follow through. Please don't
say anything else (like what you plan to do or when you will do it). Simply
thank the employee for the information and assure them that you will
investigate the situation.
Conclusion
When
dealing with employee grievances, time is of the essence. The longer you wait
to solve it, the more likely individuals will forget facts, another mishap will
occur, resulting in another complaint, and so on. I've seen things deteriorate
when managers failed to respond to complaints promptly.
References
Buchan,
J., 2004. What difference does ("good") HRM make?. Human
Resource for Health.
Edwin, V., 2005. Human Resources Management. 10th
Edition ed. New Delhi : Hill Publishing Co. Ltd.
Harrison, R. & Kessels, J., 2004. Human Resource
Development in a Knowledge Economy: An Organisational View.. New York:
McMillan.
This is a very critical area that most of the state HR administration lacking. Great Insights !
ReplyDeleteIn this article you have described handling methods of complaints. In addition to this you can explain pros and cons by handling complaints to the organisation. Nice topic
ReplyDeleteAs explained in this article, HR managers should effectively handle employee complaints at the initial instance in order to prevent disputes. When complaints are handled properly, employees are satisfied and happy with the employer and their performance will not be affected. good article. All the Best!
ReplyDeleteAs a HR Manager its a main duty to handle employee complaints without having any dissatisfaction to the employee. In your article you have nicely describe how to manage employee complaints in a proper way. Good Luck !
ReplyDeleteActive listening and relevant questions should be asked by a leader while dealing with a complaint. Also, the employees must be treated with respect, and a reasonable solution must be offered, which they will happily accept. Although the leader may recognize that the complaint isn't valid based on his experience, the complainant must be updated. good article.
ReplyDeleteEvery employee is equally important in an organization but we have to pay more attention on employee complains since they can damage the image of organization as well as the moral of other employees. Really good article.. All the best
ReplyDelete