Grievances At Work

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Grievances in the Workplace

Grievances at work can be time consuming.

There are two approaches that may be used to handle grievances in the workplace.

1. Prevent grievances from happening, by eliminating their causes.
2. When grievances do occur, handle them effectively.

Let us look at the two approaches and build two methods.

Prevention is better than cure.

Grievances are usually caused by one of four things.

1. What someone did.
2. What someone failed to do, or
3. What someone said.
4. What someone failed to say.

If you can improve the quality of the performance, and especially the language, of the key members of your management and leadership team, then the incidents of grievances will be reduced.

If there are certain people whose behaviour or language tends to generate problems, then you may want to train them.

Train them on personal effectiveness skills and ask them to stop doing the things that cause the problems, (which is often the way they communicate to colleagues).

If you want to prevent the grievances, then send your managers on our two-day leadership programme.

What if you cannot prevent it and you have an existing grievance?

Six-Step Method to Handling Grievances

These six steps will help you handle grievances effectively:

1. Listen without interruption.
2. Empathise (without implying agreement).
3. Question to get the facts (apart from the feelings).
4. Answer: Logically evaluate the facts and formulate your answer.
5. Confirm: Ensure they understand your answer.
6. Close the conversation or change the subject, when understanding has been reached.

Summary: How to handle grievances in the workplace

If you want to learn more about how to effectively handle grievances at work, please take a look are our Conflict Management training course.

It is worth memorising this list and remember the method, next time you need to handle a grievance.

1. Listen.
2. Reflect.
3. Question.
4. Answer.
5. Confirm.
6. Close.

Conflict Management

Conflict Management Training

Conflict is inevitable, because people disagree. Therefore, you must be able to handle conflict situations effectively. You must know how to be assertive, clear and professional (not emotional, upset and angry) whilst in conflict. If you want to learn more on how to achieve this, please click here to see our conflict management training.

About the Author: Chris Farmer

Chris Farmer is the founder of the Corporate Coach Group and has many years’ experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.

Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.

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Further Reading in Conflict Management and Handling Difficult People

• How to Handle a Difficult Person in Six Easy Steps
  A simple six-step technique that will allow you to deal with argumentative people both at work and in your personal life.
  Read Article >
• Six rules for better conflict management
  Six Rules for Better Conflict Management Are you looking for some ideas on how to better handle conflict and difficult people? If so, I have some good points for you. Over the last ten years, I have taught these ideas to thousands of people who find themselves in conflict situations similar...
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• Is the Karpman Drama Triangle Good for Resolving Conflicts?
  The Karpman Drama Triangle represents a commonly used method to resolve conflicts, but is flawed and ineffective. This blog explains what should be used instead to resolve conflict.
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• How to Handle a Complaint
  It is vital that all staff are taught how to handle complaints in a professional manner. Follow this six step method for handling complaints successfully and improve your overall customer service.
  Read Article >
• How to Handle Conflict Situations
  It is important that managers are able to handle conflict in an assertive, yet positive and professional manner. In order to do that they need to know the principles governing rational conflict management skills.
  Read Article >

Looking for Conflict Management Training?

If you're looking to develop your Conflict Management and Handling Difficult People Skills, you may find this Conflict Management Training Course beneficial:

Open Training Course Pricing and Availability

Next Open Course Starts in 22 days, Preston, places available Book Now >