Silabus Training:




1.     Why is it important to have a grievance handling procedure?

Grievance handling process gives the aggrieved employees an opportunity to communicate their feelings and problems to the concerned people. These people can then address the grievances as per the policies. A good grievance handling system brings following benefits to the organization:

a.     It develops the trust of employees in the organization, its motives and policies

b.     It helps in addressing the employees problems before they become too big

c.     It helps in improving the over all work conditions and atmosphere

d.     It helps in developing a committed work force and improving the productivity

e.     It helps in identifying the areas of improvement and taking the required actions

2.     What are the important steps in grievance handling procedure?

The important steps in grievance handling procedure are:

a)    Accepting the grievance and acknowledging it

b)    Carefully listening the problem

c)    Understanding the redefining the problem to ensure that both the parties are at the same level of understanding

d)    Gathering the information all facts and figures .

e)    Offering the best solution

f)      Follow up

3.     What can be the causes of grievances?

The factors causing the grievance can be divided into:

           i.       Management policies

          ii.       Working conditions

         iii.       Interpersonal factors


Grievances due to management policies can be sub-divided into:

a)    Salaries

b)    Overtime

c)    Leave policies

d)    Lack of growth in career

e)    Conflicts in the roles

f)      Unmatched skills and responsibilities

g)    Disciplinary action

Grievances due to working conditions can be sub-divided into:

a)    Unhygienic work environment

b)    Safety issues

c)    Insufficient equipments

d)    Indiscipline and wrong approaches to discipline

e)    Unrealistic expectations

f)      Transfer

Grievances due to interpersonal factors can be sub - divided into:

a)   Inability to get along with superiors

b)   Poor relations with team members

c)   Ego

d)   Impractical approach to life


4.     Explain the effects of grievances on:

a)    Employees

b)    Management

c)  Work

Following are the effects of grievances on each of the above mentioned parties:


a)   Employees

                    i.    Frustration

                   ii.    Demotivation

                  iii.    Aloofness

                 iv.    Low productivity

b)   Management

                    i.    Labour unrest

                   ii.    Absenteeism

                  iii.    Indiscipline

                 iv.    High labour turnover

c)   Work

                    i.    Low productivity

                   ii.    High wastages

                  iii.    Increased costs

5.     What are the main objectives of having a grievance handling procedure?

The main objectives of having a grievance handling procedure are to:

                    i.    Solve the problems when they are really small rather than letting them grow big and becoming insolvable

                   ii.    Improve the overall work conditions

                  iii.    Develop a happy work force

                 iv.    Keep the concentration on productivity

                  v.    Tackle human problems like absenteeism, demotivation etc.


6.     What are the important features of a good grievance handling procedure?

The important features of a good grievance handling procedure are:


                 i.       It confirms with existing legislation

                ii.       It is fairly acceptable to all it provides justice to the employees, reasonable authority to the manager and allows adequate participation of the union.

               iii.       It is simple and easily understood by all. Employees have sufficient information about the process and the authorities who can be approached in case of a problem.

              iv.       It is not a very long process

               v.       It is prompt and quick takes as little time as possible.

              vi.       The supervisors and union leaders are well trained to handle it.

7.     What are the different ways to discover a grievance?

Different ways to discover a grievance are:

              i.       Open door policy

             ii.       Exist Interviews

            iii.       Suggestion boxes

           iv.       Opinion surveys



8.     Why is it important to handle the grievances in a timely manner?

It is extremely important to handle the grievances in a timely manner. Justice delayed means justice denied.

   The delay in settlement frustrates and de-motivates the employee

   The delay reflects badly on the managements intentions and seriousness to settle

   It affects the overall work atmosphere

   It lowers the productivity

   It increases the cost and wastage

9.     What precautions would you suggest to the HR Manager to make the grievance handling process more effective?


  Give the employee an opportunity to speak openly

  Conduct the meeting in private

  Listen carefully with sincere interest without interruption or arguments

  Dont just go by the symptoms try to establish the actual reason

  Check the policy and records dont jump to conclusions

  Provide a timeline for the solution and act within it dont delay

  Provide an amicable, mutually acceptable solution

  Do not publicise the issue.


INSTRUCTOR : Dra. Tri Mardiana, M.Si. and Team


VENUE : Yogyakarta (Ibis Styles Hotel/ Ibis Malioboro Hotel/ Jambuluwuk Hotel/ Cavinton Hotel/ Grand Zuri Hotel, dll)





1. 15 Jan 2018-18 Jan 2018

2. 26 Feb 2018-01 Mar 2018

3. 26 Mar 2018-29 Mar 2018

4. 23 Apr 2018-26 Apr 2018

5. 14 May 2018-17 May 2018

6. 25 Jun 2018-28 Jun 2018

7. 23 Jul 2018-26 Jul 2018

8. 13 Aug 2018-16 Aug 2018

9. 24 Sep 2018-27 Sep 2018

10. 15 Oct 2018-18 Oct 2018

11. 26 Nov 2018-29 Nov 2018

12. 03 Dec 2018-06 Dec 2018




1.    Rp. 7.950.000/person (full fare) or

2.    Rp. 7.750.000/person (early bird, payment 1 week before training) or

3.    Rp. 7.500.000/person (if there are 3 persons or more from the same company)



1.    Training Module

2.    Flash Disk contains training material

3.    Certificate

4.    Stationeries: NoteBook and Ballpoint

5.    T-Shirt

6.    Backpack

7.    Training Photo

8.    Training room with Full AC facilities and multimedia

9.    Lunch and twice coffeebreak every day of training

10. Qualified Instructor

11. Transportation for participants from hotel of participants to/from hotel of training VV (if minimal participants is 4 persons from the same company)