What are the key points to remember while handling a grievance?

What are the key points to remember while handling a grievance?

Grievance handling is one of the most difficult tasks for a manager. He is the mediator between the employee & the management. The manager should be a good listener & should use a friendly & positive approach towards a complainant rather than a defensive attitude. He should be patient & unbiased to give justice to the employee. The complainant & the management should be informed regularly on the proceedings. The manager should ensure speedy implementation of the decision to avoid further consequences, which is consensually taken by the Management & the complainant.

Every argument has two sides. Thus, Decision making in Grievance redressal becomes difficult. Comment.

A coin has two sides. Similarly, in an argument one is affirmative whereas the other is negative. The negative side always has the chances to win an argument as the burden of presenting the proof always lies on the affirmative side. Also, in an argument every person has his own views which may be right to his perspective & context. The manager thus should be well trained, unbiased & should have good judgement knowledge to handle the grievance.