Ten top tips for managing a workplace grievance

Whatever the topic, handling an employee grievance correctly can mean the difference between a successful resolution and it escalating to an employment tribunal. Here are my top 10 tips for handling a grievance: 1. The informal route: When the complaint is made, line managers can speak to the employee informally and look for a solution. This helps resolve the grievance quickly and prevent it from escalating into a bigger issue. 2. Moving to the formal route: Where the informal route isn’t appropriate, or it hasn’t resolved the issue, you should move to the formal grievance process. If the employee made the complaint verbally, ask them to put it in writing to take it forward. 3. Ask the right questions: Start by exploring what outcome the employee wants. This focusses on working towards an agreeable solution and prevents the likelihood of the employee being disgruntled with the outcome. 4. Follow fair process: As a minimum, you must comply with the ACAS code of practice on disciplinary and grievance procedures. Any additional steps in your company grievance procedure must also be followed. 5. Chair the hearing: The employee’s manager is the most appropriate person to chair the grievance hearing. If the grievance is about the line manager, then another manager or HR should take it. Make sure there are enough senior members of staff to have an impartial person hear every stage of the process. 6. Establish the facts: Carry out a full investigation and collect all relevant evidence. This will include speaking with other employees, taking witness statements and gathering documents or CCTV footage. 7. Grievance hearing: Invite the employee who raised the grievance to a meeting to discuss the matter. Ask for their version of events and talk through the evidence gathered. They have a right to be accompanied at the meeting. 8. Keep records: Every step must be in writing, including meetings invites and decisions made. Always minute every meeting in case you need evidence of what was discussed. 9. Communicate: At the outset, the employee should be made aware of the process to be undertaken and must be informed of the outcome in writing. 10. Prepare for an appeal: If a grievance is rejected or partially rejected the employee can appeal. The outcome letter should tell the employee how long they have to submit their appeal. It should be heard by another manager. Jill Coote, Employment Law Specialist at Croner is leading a Brighton Chamber Bite-sized Learning: Ensure your employment contracts protect your business on February 21. For more informationabout Brighton Chamber and upcoming training events visit www.businessinbrighton.org.uk