Website URL : http://www.acas.org.uk/index.aspx?articleid=4187
Managing a complaint at work: A step-by-step guide
Managing a complaint at work - Step 3
Holding the grievance meeting
- The manager chairing the meeting should ask both parties to:
- state their case
- call witnesses
- say how they would like the problem to be resolved.
- Remember that during a grievance meeting:
- the parties might come to an amicable solution. Having sat down together and had the chance to express how they feel, misunderstandings can often be cleared up.
- employees may need a little time to "let off steam" before they get to the point. But they should not use abusive language or threatening behaviour.
- as the chair, you need to stay calm and be as fair and objective as possible in resolving the matter.
- Be prepared to adjourn the meeting if new facts emerge that need investigation, and agree a date for the meeting to resume.
- Once all the evidence has been heard, the manager chairing the meeting should:
- sum up the main points
- and tell the employee when they can expect a decision in writing, normally within 24 hours.
It is usually advisable not to make a snap decision at the meeting, but give some time for reflection afterwards.