Effective Ways For Human Capital Consultants To Handle And Resolve Employee Grievances

One of the biggest assets that an organization can have is its workforce and in order to ensure maximum efficiency and benefits from this vital asset, organizations need to take proper care of every individual member. However, despite the best efforts of an organization, it is almost impossible to keep every single employee satisfied and the problem increases with the increase in the number of employees.

In most organizations, the responsibility of handling and resolving employee grievances rests on the shoulders of its HR executives and managers. For companies, that choose to outsource their HR services, the responsibility of keeping the employees happy and satisfied, lies with the human capital consultants. These professionals use the following methods to ensure that every single employee grievance is handled efficiently and a satisfactory resolution is provided to the complainants.

Seek Direct And Honest Information: As soon as an employee puts across a complaint, it is the duty of the HR personnel to seek more information about the same. The best approach is to contact the employee in question directly and listen to what he/she has to say. In addition the HR executives should also verify whether the complaint is valid and authentic. They should resolve any doubts about the matter by making frank queries and seeking honest answers from the employee before deciding their next course of action. It is highly advisable to avoid providing any negative feedback during this first interaction with the employee, even if the complaint does not hold any merit.

 

Make Discreet Enquiries: As the saying goes, every coin has two sides and in order to find an effective solution to a problem it is important to look at both sides. Having listened to the employee side of the story is not enough to take action. The HR consultants should also make discreet enquiries to learn the whole truth of the matter. They should make sure to have found answers to the 5 W’s namely, what happened, who all were involved, where it happened, when it happened and why it happened? This will help the HR consultants to get a clearer picture of things and make the right decisions.

 

Document All Information: A common mistake made by even the most expert professionals from renowned HR consulting firms in India is to no document the information they receive. This can make the whole process of grievance handling extremely complex. At the same time, the HR professionals need to ensure that they document only the factual details about the grievance and do not include any arguments or opinions, whether they are their own or supplied by the complaining employee. This ensures that they are not influenced in any manner while reviewing the facts and evidences collected regarding the complaint.

 

Present The Solution: One the solution for resolving the complaint has been found, the HR executives should implement it at the earliest. They should also inform the complaining employee about the same and ensure him/her that all the necessary measures have been taken to resolve the problem in the best possible manner within the regulations and guidelines of the organization and in keeping with their best interests.