When does a workplace complaint arise? How to run a complaint management process? It is believed that ten percent of the female workforce who experience harassment lodge their complaints. More than forty percent make workers have grumbled against one another but a few go for a formal complaint. The men are comparatively less prone to unleash complaints. These complaints may relate to a multitude of reasons: operations, harassment, secrecy, nationality, religion, ethnicity, and trust deficit. It is the duty of HR Departments to resolve these complaints in cooperation with the Complaint Management Unit. The article is a humble effort to sorting out different complaints and assuming an effective approach to resolve these complaints accordingly.
Usually, all the complaints could be placed in two groups.
- Internal complaints (amongst employees in the hierarchy)
- External complaints (between employees and customers and suppliers)
What does give rise to workplace complaints?
- The complaints happen when there exists imbalanced compatibility amongst employees.
- Lack of interdepartmental coordination results in complaints of functional nature.
- Striking the nationality or ethnicity of an employee may emerge a severe complaint that is usually deemed as intolerable by the HR managers.
- Religious talks and political debates at the workplace often end up with a complaint letter.
- Leg pulling compels even hardworking employees to go for the complaint against those who always try to politicize others’ efforts for the employer.
- Customer service is another area where an external complainant – vendor, supplier, and customer – may show his or her grievances against the employees.
How to resolve workplace complaints?
- Get the complaint from the employee in black and white with all necessary details and the particulars of the employees concerned. Here starts the complaint management process!
- Review the complaint in a professional way to understand the nature, type, and reason for arising such a complaint.
- Discuss the complaint manuscript with the relevant Head of Department to reveal the behavioral history of the stakeholders.
- In case of an internal complaint, check the body language of the parties to a complaint. Do the same to execute the complaint assessment phase for the external complaints.
- Put your vision and the rules of business to evaluate the complaint. Listen to many people but talk to a few.
- Investigate all the concerned unbiasedly. Impartiality makes up the core of the investigation process. A few complaints could be resolved without a formal investigation.
- Organize the final meeting with the parties to a complaint before drawing the conclusion.
- Implement the results transparently once the complaint is resolved.