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5 Cards in this Set
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SHOULD SUPERVISORS INTERVENE AND TRY TO RESOLVE ALL OF THE COMPLAINTS OF THEIR EMPLOYEES? DISCUSS |
THERE ARE MANY TYPES OF COMPLAINTS, AS THE DEFINITION BEARS OUT: A COMPLAINT IS AN EXPRESSION OF GRIEF, REGRET, DISCOMFORT, DISSATISFACTION, PAIN, CENSURE, OR RESENTMENT. SUPERVISORS SHOULD NOT GET INVOLVED IN ALL OF THE COMPLAINTS OF THEIR SUBORDINATE. SUCH A MOTHER HEN SUPERVISORY STYLE IS ENTIRELY INAPPROPRIATE. ON THE OTHER HAND, SUPERVISORS WHO DO NOT GET INVOLVED IN CERTAIN EMPLOYEE COMPLAINTS, BY THEIR LACK OF ACTION, SERIOUSLY ENDANGER BOTH EMPLOYEE MORALE AND PRODUCTIVITY. IT IS IMPORTANT THEIR, FOR SUPERVISORS TOO KNOW WHICH EMPLOYEE COMPLAINTS MERIT SUPERVISORY INTERVENTION AND WHICH DO NOT. #DOES A WORK RELATED EMPLOYEE COMPLAINT HAVE TO BE SUPPORTED BY FACTS BEFORE IT MERITS SUPERVISORY INTERVENTION? DISCUSS; SUPERVISORS MUST INTERVENE IN ANY WORK RELATED EMPLOYEE COMPLAINT REGARDLESS OF THE MERITS OF THE COMPLAINT. SOMETIMES COMPLAINTS ARE BASED UPON A PERSON'S PERCEPTION RATHER THAN OH THE REALITY OF THE SITUATION. THEREFORE, SOME COMPLAINTS HAVE A SUBJECTIVE BASE, WHILE OTHERS HAVE AN OBJECTIVE BASE. EVEN IF THERE IS NO BASIS FOR THE COMPLAINT, THE EMPLOYEE THINKS THERE IS. THEREFORE, IT SHOULD BE TREATED AS IMPORTANT TO YOU AS THE EMPLOYEE COMPLAINING. #NAME AND DISCUSS FIVE CHARACTERISTICS OF AN EFFECTIVE EMPLOYEE COMPLAINT SYSTEM; 1) THEY SHOULD HAVE MORE THAN ONE ENTRANCE POINT AND ANONYMOUS COMPLAINTS SHOULD BE ACCEPTED. TWO FORMS ARE POSITIVE, ONE DIRECTLY TO IMMEDIATE SUPERVISOR, SECOND, INFORM SUBORDINATES OF AN EFFECTIVE ANONYMOUS WAY TO INFORM IF A COMPLAINT. ANONYMOUS INFORMATION IS USUALLY VERY VALUABLE. 2) EFFECTIVE COMPLAINT SYSTEMS SHOULD PROTECT THOSE WHO COMPLAIN. IT IS IMPERATIVE FOR SUPERVISORS TO CONVINCE EMPLOYEES THAT THE SUPERVISOR WANT TO HEAR COMPLAINTS AND WANT TO SETTLE THEM. THEY SHOULD NOT FEAR REPRISAL OR RETALIATION. 3) EFFECTIVE COMPLAINT SYSTEMS SHOULD PROVIDE FIT EQUITABLE AND OBJECTIVE INVESTIGATIONS INTO ALL COMPLAINTS. EMPLOYEE COMPLAINT SYSTEMS ARE WORTHLESS UNLESS THEY ASSURE COMPLAINING PARTIES OF AN EQUITABLE AND OBJECTIVE INVESTIGATION BY A NEUTRAL PARTY, PERVERSELY THE IMMEDIATE SUPERVISOR OF THE COMPLAINING MEMBER, UNLESS THAT SUPERVISOR IS IN SOME WAY INVOLVED IN THE COMPLAINT.IT IS IMPERATIVE THAT EACH AND EVERY ANONYMOUS COMPLAINT BE INVESTIGATED. 4)EFFECTIVE COMPLAINT SYSTEMS SHOULD PROVIDE FEEDBACK ON THE DISPOSITION OF COMPLAINTS: IT IS STRONGLY RECOMMENDED THAT ALL AGENCIES KEEP THEIR EMPLOYEES INFORMED ABOUT EMPLOYEE COMPLAINTS MADE AND THE DISPOSITION OF SUCH COMPLAINTS. 5) EFFECTIVE COMPLAINT SYSTEMS SHOULD HAVE AN APPEALS PROCESS. AN EMPLOYEE COMPLAINT SYSTEM WILL NOT BE FULLY ACCEPTED WITHOUT AN APPEALS PROCESS BUILT INTO IT.
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DISCUSS FOUR CONDITIONS OR PRACTICES WHICH COMMONLY GENERATE EMPLOYEE COMPLAINTS |
1) INAPPROPRIATE SUPERVISORY PRACTICES; REFRAIN FROM USING VULGAR IT INTEMPERATE LANGUAGE; REFRAIN FROM PLAYING FAVORITES; GIVE PUBLIC RECOGNITION FOR GOOD PERFORMANCE; CRITICIZE IN PRIVATE WHENEVER POSSIBLE; ENFORCE RULES AND REGULATIONS IN A CONSISTENT MANNER; RELY PRIMARILY ON POSITIVE DISCIPLINE TO DEAL WITH MINOR VIOLATIONS. 1) INAPPROPRIATE SUPERVISORY PRACTICES; REFRAIN FROM USING VULGAR IT INTEMPERATE LANGUAGE; REFRAIN FROM PLAYING FAVORITES; GIVE PUBLIC RECOGNITION FOR GOOD PERFORMANCE; CRITICIZE IN PRIVATE WHENEVER POSSIBLE; ENFORCE RULES AND REGULATIONS IN A CONSISTENT MANNER; RELY PRIMARILY ON POSITIVE DISCIPLINE TO DEAL WITH MINOR VIOLATIONS.2) VIOLATIONS OF THE PROVISIONS OF COLLECTIVE BARGAINING AGREEMENTS; AVOIDING VIOLATIONS CAN BE ACHIEVED BY, PUBLICATION BY AGENCY ADMINISTRATORS OF THOSE PROVISIONS OF THE COLLECTIVE BARGAINING AGREEMENT THAT RELATE THE MAKING OF PERSONNEL DECISIONS. PUBLICATION BY AGENCY ADMINISTRATORS OF THE SPECIFICS OF THOSE CASES IN WHICH EMPLOYEE COMPLAINTS CONCERNING CONTRACTUAL VIOLATIONS WERE UPHELD. INCLUSION BY AGENCY ADMINISTRATORS OF A REVIEW OF PERTINENT CONTRACTUAL PROVISIONS IN THE SUPERVISOR TRAINING CURRICULUM. DIRECT LIAISON AT THE LOCAL LEVEL ASKING SUPERVISORS AND EMPLOYEE REPRESENTATIVES OF THE RECOGNIZED EMPLOYEE COLLECTIVE BARGAINING UNIT, WHO ARE OFTEN REFERRED TO AS DELEGATED. FAR TOO OFTEN, SUPERVISORS CREATE RELATIONSHIPS WITH THESE DELEGATES THAT CAN ONLY BE DESCRIBED AS ADVERSARIAL. SUPERVISORS OFTEN OVERLOOK THE FACT THAT THE PRIMARY FUNCTION OF DELEGATES IS TO INSURE THAT WORKERS ARE TREATED IN ACCORDANCE WITH THE TERMS OF THE CONTRACT. SINCE SUCH TREATMENT IS OUR SHOULD BE ALDI A MAJOR CONCERN IS SUPERVISORS, A LIAISON BETWEEN A SUPERVISOR AND THE DELEGATE REPRESENTING THE SUPERVISOR'S SUBORDINATES IS THE BEST WAY TO AVOID INADVERTENT CONTRACTUAL VIOLATIONS. 1) INAPPROPRIATE SUPERVISORY PRACTICES; REFRAIN FROM USING VULGAR IT INTEMPERATE LANGUAGE; REFRAIN FROM PLAYING FAVORITES; GIVE PUBLIC RECOGNITION FOR GOOD PERFORMANCE; CRITICIZE IN PRIVATE WHENEVER POSSIBLE; ENFORCE RULES AND REGULATIONS IN A CONSISTENT MANNER; RELY PRIMARILY ON POSITIVE DISCIPLINE TO DEAL WITH MINOR VIOLATIONS.2) VIOLATIONS OF THE PROVISIONS OF COLLECTIVE BARGAINING AGREEMENTS; AVOIDING VIOLATIONS CAN BE ACHIEVED BY, PUBLICATION BY AGENCY ADMINISTRATORS OF THOSE PROVISIONS OF THE COLLECTIVE BARGAINING AGREEMENT THAT RELATE THE MAKING OF PERSONNEL DECISIONS. PUBLICATION BY AGENCY ADMINISTRATORS OF THE SPECIFICS OF THOSE CASES IN WHICH EMPLOYEE COMPLAINTS CONCERNING CONTRACTUAL VIOLATIONS WERE UPHELD. INCLUSION BY AGENCY ADMINISTRATORS OF A REVIEW OF PERTINENT CONTRACTUAL PROVISIONS IN THE SUPERVISOR TRAINING CURRICULUM. DIRECT LIAISON AT THE LOCAL LEVEL ASKING SUPERVISORS AND EMPLOYEE REPRESENTATIVES OF THE RECOGNIZED EMPLOYEE COLLECTIVE BARGAINING UNIT, WHO ARE OFTEN REFERRED TO AS DELEGATED. FAR TOO OFTEN, SUPERVISORS CREATE RELATIONSHIPS WITH THESE DELEGATES THAT CAN ONLY BE DESCRIBED AS ADVERSARIAL. SUPERVISORS OFTEN OVERLOOK THE FACT THAT THE PRIMARY FUNCTION OF DELEGATES IS TO INSURE THAT WORKERS ARE TREATED IN ACCORDANCE WITH THE TERMS OF THE CONTRACT. SINCE SUCH TREATMENT IS OUR SHOULD BE ALDI A MAJOR CONCERN IS SUPERVISORS, A LIAISON BETWEEN A SUPERVISOR AND THE DELEGATE REPRESENTING THE SUPERVISOR'S SUBORDINATES IS THE BEST WAY TO AVOID INADVERTENT CONTRACTUAL VIOLATIONS. 1) INAPPROPRIATE SUPERVISORY PRACTICES; REFRAIN FROM USING VULGAR IT INTEMPERATE LANGUAGE; REFRAIN FROM PLAYING FAVORITES; GIVE PUBLIC RECOGNITION FOR GOOD PERFORMANCE; CRITICIZE IN PRIVATE WHENEVER POSSIBLE; ENFORCE RULES AND REGULATIONS IN A CONSISTENT MANNER; RELY PRIMARILY ON POSITIVE DISCIPLINE TO DEAL WITH MINOR VIOLATIONS.2) VIOLATIONS OF THE PROVISIONS OF COLLECTIVE BARGAINING AGREEMENTS; AVOIDING VIOLATIONS CAN BE ACHIEVED BY, PUBLICATION BY AGENCY ADMINISTRATORS OF THOSE PROVISIONS OF THE COLLECTIVE BARGAINING AGREEMENT THAT RELATE THE MAKING OF PERSONNEL DECISIONS. PUBLICATION BY AGENCY ADMINISTRATORS OF THE SPECIFICS OF THOSE CASES IN WHICH EMPLOYEE COMPLAINTS CONCERNING CONTRACTUAL VIOLATIONS WERE UPHELD. INCLUSION BY AGENCY ADMINISTRATORS OF A REVIEW OF PERTINENT CONTRACTUAL PROVISIONS IN THE SUPERVISOR TRAINING CURRICULUM. DIRECT LIAISON AT THE LOCAL LEVEL ASKING SUPERVISORS AND EMPLOYEE REPRESENTATIVES OF THE RECOGNIZED EMPLOYEE COLLECTIVE BARGAINING UNIT, WHO ARE OFTEN REFERRED TO AS DELEGATED. FAR TOO OFTEN, SUPERVISORS CREATE RELATIONSHIPS WITH THESE DELEGATES THAT CAN ONLY BE DESCRIBED AS ADVERSARIAL. SUPERVISORS OFTEN OVERLOOK THE FACT THAT THE PRIMARY FUNCTION OF DELEGATES IS TO INSURE THAT WORKERS ARE TREATED IN ACCORDANCE WITH THE TERMS OF THE CONTRACT. SINCE SUCH TREATMENT IS OUR SHOULD BE ALDI A MAJOR CONCERN IS SUPERVISORS, A LIAISON BETWEEN A SUPERVISOR AND THE DELEGATE REPRESENTING THE SUPERVISOR'S SUBORDINATES IS THE BEST WAY TO AVOID INADVERTENT CONTRACTUAL VIOLATIONS. 2) VIOLATIONS OF THE PROVISIONS OF COLLECTIVE BARGAINING AGREEMENTS; AVOIDING VIOLATIONS CAN BE ACHIEVED BY, PUBLICATION BY AGENCY ADMINISTRATORS OF THOSE PROVISIONS OF THE COLLECTIVE BARGAINING AGREEMENT THAT RELATE THE MAKING OF PERSONNEL DECISIONS. PUBLICATION BY AGENCY ADMINISTRATORS OF THE SPECIFICS OF THOSE CASES IN WHICH EMPLOYEE COMPLAINTS CONCERNING CONTRACTUAL VIOLATIONS WERE UPHELD. INCLUSION BY AGENCY ADMINISTRATORS OF A REVIEW OF PERTINENT CONTRACTUAL PROVISIONS IN THE SUPERVISOR TRAINING CURRICULUM. DIRECT LIAISON AT THE LOCAL LEVEL ASKING SUPERVISORS AND EMPLOYEE REPRESENTATIVES OF THE RECOGNIZED EMPLOYEE COLLECTIVE BARGAINING UNIT, WHO ARE OFTEN REFERRED TO AS DELEGATED. FAR TOO OFTEN, SUPERVISORS CREATE RELATIONSHIPS WITH THESE DELEGATES THAT CAN ONLY BE DESCRIBED AS ADVERSARIAL. SUPERVISORS OFTEN OVERLOOK THE FACT THAT THE PRIMARY FUNCTION OF DELEGATES IS TO INSURE THAT WORKERS ARE TREATED IN ACCORDANCE WITH THE TERMS OF THE CONTRACT. SINCE SUCH TREATMENT IS OUR SHOULD BE ALDI A MAJOR CONCERN IS SUPERVISORS, A LIAISON BETWEEN A SUPERVISOR AND THE DELEGATE REPRESENTING THE SUPERVISOR'S SUBORDINATES IS THE BEST WAY TO AVOID INADVERTENT CONTRACTUAL VIOLATIONS. |
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SHOULD A SUPERVISOR AUTOMATICALLY CONCLUDE THAT ALL IS WELL WITH HIS SUBORDINATES SIMPLY BECAUSE NO ONE IS MAKING ANY COMPLAINTS TO HIM? DISCUSS |
A PROACTIVE SUPERVISOR HAS HIS EAR TO THE GROUND, HEARS PROBLEMS COMING AND DEALS WITH THEM BEFORE THEY GENERATE COMPLAINTS.AS A GENERAL RULE, A NEW SUPERVISOR ONLY HEARD COMPLAINTS THROUGH THE GRAPEVINE. ONCE A SUPERVISOR EARNS A EPSON AS BEING TRULY INTERESTED IN RESOLVING COMPLAINTS, MORE AND ME OF HIS SUBORDINATES WILL BRING SUCH COMPLAINTS TO HIM. |
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IDENTIFY AND DISCUSS THE STEPS A SUPERVISOR SHOULD TAKE WHEN DEALING WITH WORK RELATEDCOMPLAINTS OF HIS SUBORDINATES |
RECEIVE COMPLAINT, REMAIN CALM. DO NOT INQUIRE WORTH A SERIES OF QUESTIONS, LET THEN TELL THE STORY TAKE NOTES. REFRAIN FROM PASSING JUDGEMENT, OFFERING OPINIONS OR INTERRUPTING. CONCENTRATE ON THE PERCEPTION OF THE EMPLOYEE. QUESTIONS WILL COME LATER IN THE INTERVIEW. WHILE LISTENING, TRY TO DETERMINE THE REAL CAUSE OF THE COMPLAINT, IT WILL SOMETIMES CHANGE AS THE STORY UNFOLDS. ONLY WHEN THE TRUE PROBLEM IS ISOLATED CAN THE EMPLOYEES COMPLAINT BE RESOLVED. DO NOT INTERRUPT, TALKING OUT ONES PROBLEMS WITH AN EMPATHETIC LISTENER PROVIDES A RELEASE OF FRUSTRATION, FEAR, ANGER OVER ASSUMED SLIGHTS. AFTER HEARING THE COMPLAINT, ASK QUESTIONS TO CLARIFY ANYTHING THAT MAY NOT BE CLEAR. DETERMINE THE STATUS; NO VALID COMPLAINT, EXPLAIN USING ONLY FACTS AND EXPRESS IT IS NOT THE PERSONAL FEELINGS OF THE SUPERVISOR, JUST FACT. A VALID COMPLAINT, IMMEDIATE REMEDY; IF SUPERVISOR IS AUTHORIZED TO RESOLVE EITHER BY AGENCY POLICY OUT THE PROVISIONS OF AN EXISTING COLLECTIVE BARGAINING AGREEMENT. REMEMBER, IF THE COMPLAINT CAB BE RESOLVED A NUMBER OF WAYS, IT'S BEST TO RESOLVE IT ALONG THE LINES OF THE EMPLOYEES THOUGHTS IF POSSIBLE. A VALID COMPLAINT, NO IMMEDIATE REMEDY; EXPLAIN THE APPEALS PROCESS, ENCOURAGE IT. IF THE SUPERVISOR HAS FIND HIS JOB HE HAS NOTHING TO FEAR FROM AN APPEAL, EVEN IF IT IS DETERMINED THE SUPERVISOR MADE A MISTAKE, THAT IS WHAT THE SYSTEM IS DESIGNED FOR. KEEP SUPERVISORS INFORMED; A SUPERVISOR WHO TAKES CORRECTIVE ACTION TO RESOLVE A VALID WORK RELATED EMPLOYEE COMPLAINT, SHOULD PUT ALL THE FACTS IN A WRITTEN MEMORANDUM AND FORWARD TO HIS SUPERIOR. SUPERVISORS HAVE AN OBLIGATION TO KEEP MGMT INFORMED OF NEGATIVE AS WELL AS POSITIVE. A COPY OF THIS MEMO SHOULD BE RETAINED BY THE SUPERVISOR IN THE EVENT AMY DECISIONS HAVE TO BE DEFENDED BEFORE AN APPEALS BOARD. ENGAGE IN FOLLOW UP; IN ALL CARESS, GOD SUPERVISORY PRACTICES MANDATE THAT SUPERVISORS TOUCH BASE WITH EMPLOYEES WHO HAVE LODGED COMPLAINTS WITHIN A REASONABLE PERIOD OF TIME AFTER A RESOLUTION TO THE PROBLEM HAD BEEN IMPLEMENTED FOR 2 REASONS, TO MAKE SURE THE PROBLEM HAS BEEN RESOLVED AND SECOND TO FEATURE THE EMPLOYEE THAT HIS KIDDING OF THE COMPLAINT WILL NOT BE HELD AGAINST HIM. DO THIS WITH A SINCERE INVITATION TO BRING ANY OTHER COMPLAINTS DIRECTLY TO HIM. |
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DISCUSS THE DOCUMENTATION OF WORK RELATED EMPLOYEE COMPLAINTS |
ALL WORK RELATED COMPLAINTS, INCLUDING GRIEVANCES SHOULD BE DOCUMENTED IN WRITING. A COMPREHENSIVE WRITTEN REPORT OF THE COMPLAINT, INCLUDING S GRIEVANCE SHOULD INCLUDE THE FOLLOWING INFO; A) THE IDENTITY OF THE COMPLAINING MEMBER B) THE IDENTITY OF THE SUPERVISOR WHO RECEIVED THE COMPLAINT C) THE IDENTITY OF ALL OTHER EMPLOYEES AND/OR SUPERVISORS INVOLVED D) AN EXPLANATION OF THE SUBSTANCE OF THE COMPLAINT E) IF IT'S A GRIEVANCE, THE SPECIFIC SECTION OF THE CONTRACT SHOULD BE ACCURATELY STATED F) THE TIME FRAMES INVOLVED IN THE COMPLAINT. IF AVAILABLE, THE EXACT TIME IF THE OCCURRENCE SHOULD BE INCLUDED. IF THE COMPLAINT IS ABOUT SOMETHING THAT CONTINUED OVER A PERIOD OF TIME, THE EXACT TIME PERIODS INVOLVED, IF AVAILABLE, MUST BE INCLUDED. G) THE LOCATIONS INVOLVED IN THE COMPLAINT. NOW THAT WHEN THE EXACT LOCATION IS A CRITICAL CONSIDERATION, A DIAGRAM MUST BE INCLUDED WITH EXACT MEASUREMENTS H) A STATEMENT EXPOSING WHY THE INCIDENT BEING COMPLAINED HAPPENED I) A STATEMENT OUTLINING THE REMEDIAL ACTION BEING SOUGHT BY THE COMPLAINING MEMBER J) THE RECOMMENDATIONS OF THE INVESTIGATING SUPERVISOR |
