Complaint handling and grievance management has become an integral part of an organization and institutions and almost each and every organization is looking into this seriously because Human resource management has become a priority today. While dealing with a complaint from an employee or a client the team who is handling complaints and grievances needs to follow some simple steps that will make sure that the process is followed and is convenient. The first step is to make time for the grievance to be accepted and available because each and every complaint or grievance should be taken up as soon as possible and considered as important.
The second step is to listen to the issue patiently and that too with a unbiased attitude if the grievance is regarding a person or individual then even the person needs to be called and confronted personally and if there is discrepancy between the statements of the two then they may be heard at the same time together. The minute details of the grievances and statements needs to be considered seriously and it should be noted down for future use as well.
The most important step is the final step where the person or team in charge of resolving the grievances need to distinguish between actual fact and opinions if any, because a decision cannot be made based on opinion of somebody as that is not at all justified. The true facts needs to found out based on any data collected from the stakeholders who are involved in the process. The final decision should be based on true facts and reasoning and personal relationships should not influence the decision
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