20 March 2025
To most people, the concept of “conflict” has an extremely negative connotation, in fact, people would more often than not prefer to avoid it altogether. Conflict is a normal by-product of all human interaction, which is why it is present in all workplaces but can very easily become dysfunctional and should therefore be managed professionally on a day-to-day basis to avoid the chain of events to follow.
A productive and positive work environment relies on open communication, trust, and fair conflict resolution. Employee grievances, concerns, or complaints are expected in any workplace. However, how these complaints and grievances are dealt with can significantly impact employee morale, retention, and overall company culture. Addressing grievances promptly and professionally ensures employees feel heard and valued and fosters a workplace culture of trust and mutual respect.
Grievances by an employee can arise from various factors, including but not limited to:
- Harassment;
- Working conditions;
- Promotions;
- Discrimination; and
- Interpersonal disputes between employees and/or employees and management.
It is best if there are formal procedures to deal with these issues and/or grievances in a structured and fair way. The grievance procedure is a useful mechanism for the purpose and is specifically instrumental in ensuring that agreements and solutions are implemented.
The fundamental stages that each and every employer should take into consideration when managing employee grievances are:
- Establish a Clear Grievance Policy - A well-structured grievance policy provides employees with a formal channel to express concerns. This policy should:
- Define what constitutes a grievance.
- Outline the steps employees should take to report an issue.
- Specify the timeline for response and resolution.
- Ensure confidentiality and protection from retaliation.
- Encourage Open Communication - Employees should feel comfortable discussing concerns without fear of victimisation. Fostering a culture of an open-door policy can prevent minor issues from escalating into larger disputes.
- Address Concerns Promptly and Fairly - When a grievance is raised by an employee the complaint should be acknowledged promptly followed by a fair, professional and objective investigation.
- Implement Solutions - Once a resolution is reached, it is essential to clearly communicate the outcome to all parties involved.
In Ngobeni v Interspray Durban [2024] JS739-18 (LC), the Labour Court addressed the issue of unprotected strikes stemming from unresolved employee grievances. The necessity for employers to have effective grievance procedures in place to manage and resolve employee concerns, thereby preventing escalation into industrial action is highlighted.
An effective grievance resolution process not only resolves disputes but also strengthens employee engagement and trust in leadership. Organisations that prioritise fairness and transparency create a more motivated and satisfied workforce, ultimately leading to higher productivity and work quality.
By fostering an environment where employees feel heard and respected, companies can proactively address concerns before they escalate, ensuring a more cohesive and successful workplace.
