Transcending Complaints

No one likes a complaining voice, least of all HR, as the management may perceive these complaints as the HR department’s failure to deliver adequate services. However, not all grievances are invalid and if tackled positively can be used to improve productivity and processes.

Here are some tips:

Policy: A user friendly complaint policy or Standard Operating Procedure (SOP) not only provides a guideline on how to deal with contentious issues but also indicates to the employees that the organization values their opinions.

Reframing: Policies are useless unless mindsets are aligned. All incoming information should be treated as constructive feedback. Until that happens minds will remain closed to suggestions.

Filtering: Sift the good from the bad through non-judgment evaluation.

Validation: Verify all facts, especially those of a serious nature. This will not only encourage others to follow suit but also how HR to learn about different issues on a first hand basis.

Joint Management: Handling of the complaint process should not be seen as a “policing”, rather it should facilitate the all round coordination and involvement of key stakeholders.

Action: Avoid falling in the typical lip servicing trap. Trust and confidence are synonymous with promptness and fairness; organizations and HR departments lose credibility in their absence.

On-going process: Suggestion boxes, Recognition Programmes, Role Models, Task Forces, etc., should be promoted as effective tools.

Culture: A corporate environment where people are encouraged to voice their opinion without fear and are publicly recognized for doing so should be nurtured.

Employee Engagement: Perhaps the best way to achieve company growth is by listening to people and acting on their opinions. Often the difference between average and great companies lies in their ability to execute this function well.