Evaluating workplace grievance procedures - the employee perspective

Purpose: My research into workplace grievance resolution procedures in large Australian organisations includes seven case studies. The paper will report the findings from the first of these surveys to have been completed. The survey provides data which can be used to test management claims about the resolution of workplace grievances. While there has been considerable research into workplace conflict resolution systems (especially in the US) employee surveys such as this are uncommon. Design/methodology/approach: Interviews have now been conducted with human resource managers and union officials, and various documentary sources have been examined. The next stage is to conduct (where possible) online surveys of a sample of employees in each organisation. Findings: The findings from this initial survey suggest that management strategy has been largely successful. Employees consider that both their own managers and the organisation as a whole give them a fair hearing when they have concerns about employment matters. There is a high level of awareness of the organisation’s internal grievance resolution process, and most employees indicate a willingness to use this process in appropriate circumstances. In combination with other data, the results suggest that most employment issues get resolved informally. Research implications: The paper discusses the implications of the survey findings, and considers what improvements can be made to future surveys, particularly to improve the response rate.