Org B - Ch 10

Front 1

Grievance and Complaint Systems
- Grievance Procedure
- Discipline Procedures

Back 1

Grievance Procedure- a formal procedure that allows employees who feel they have been wronged to express their complaints and have them resolved without fear of retaliation
Discipline Procedures- A formal procedure for correcting employee misbehavior and protecting the interests of the company

Front 2

Grievance Procedures in Union Companies
- Binding Arbitration
- Submission Agreement
- Alternative Dispute Resolution

Back 2

Binding Arbitration- the final step in most grievance procedures. Dispute is given to a 3rd party who has the authority to decide the issue
Submission Agreement- a statement prepared by both management and union that describes the dispute and the potential solutions the arbitrator can decide
Alternative Dispute Resolution- alternative methods of resolving complaints between employers and employees without resorting to civil court

Front 3

Complaint Procedures in Nonunion Companies
- Ombudsman
- Grievance Committee
- Open Door Policy
- Fact-finding

Back 3

Ombudsman: The impartial person designated by an organization to hear complaints from members who feel powerless and unable to obtain a fair hearing on their own
Grievance Committee- committee to hear complaints
Grievance Appeal Procedure
Open Door Policy- an invitation by top management for employees who have complaints to visit them in their offices and discuss their grievances
Fact-finding- Gathering information about employee complaints and sharing it with people who can resolve them

Front 4

Solving Performance Problems

Back 4

• Describe the problem or situation
• Diagnose whether it is an ability or motivation problem
• Use joint problem solving
• Communicate consequences for motivation probelsm
• Handle emergent problems
• Decide who will do what by when and then follow-up

Front 5

How can punishment be used effectively? (steps 1-4)

Back 5

- when it occurs immediately after mistake
- should be unpleasant, but not severe
- should focus on a specific act, not on a person or on general behavior patterns
- Punishment should be consistent across persons and time

Front 6

How can punishment be used effectively? (steps 5-7)

Back 6

- should be administered in a way that informs people that they did wrong and how they must change
- have it occur in th context of a loving and nurturing relationship
- not followed by undeserved rewards

Front 7

Progressive Discipline
- Due Process
- Just Cause

Back 7

• Due Process- telling the misbehaved what they did wrong and allowing them to defend themselves in an impartial setting
• Just Cause- taking disciplinary action only for good and sufficient reason

Front 8

Progressive Discipline
- Steps

Back 8

• Verbal Warning
• Verbal Reprimand
• Written Reprimand
• Suspension
• Discharge