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Grievance Handling Handbook

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1. 2. 3. 4. 5. 6. 7. 8. 9. Introduction: Why a Grievance Handling Procedure is Vital Definition of Grievances and Complaints at the Workplace Work-related Grievance Types of Grievance: General vs Individual Handling of General Grievances Handling of Individual Grievances Making the Grievance Procedure Work Employee Counselling Handling Unexpected Scenarios 01 02 03 05 06 09 12 20 24 28

10. Going Beyond the Organisation


1. Introduction: Why a Grievance Handling Procedure is Vital
There is a greater diversity in the Singapore workplace today, comprising employees from different age, nationality, gender, ethnic and religious background. In such work environment, miscommunication and misunderstanding are likely. If not managed properly, such misunderstandings will affect employees’ moral and productivity. With employees being more Internet savvy and the popularity of social media, such unhappiness may also be publicised on social media platforms such as Facebook or Twitter. Such negative publicity can affect the employers’ image and brand, causing unnecessary embarrassment to the management. In some cases, such grievances can also lead to expensive and time consuming litigations. Employers can pre-empt such situations by creating favourable working environment through adoption of fair employment practices. This includes having a proper Grievance Procedure (GP) to handle complaints. Employers and employees should understand that it is unrealistic for every grievance to be resolved to the absolute satisfaction of either party. In most...

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