CFAM&LDA7 Initiate and follow grievance procedures
Overview
This standard is about initiating and following your organisation’s grievance procedure in response to a concern, problem or complaint raised by a member of your team.
This standard is relevant to managers and leaders when they need to initiate and follow their organisation’s grievance procedure.
This standard links closely to CFAM&LDC5 Help individuals address problems affecting their performance and CFAM&LDA6 Initiate and follow disciplinary procedures.
Performance criteria
You must be able to:
P1 Keep individuals fully informed about your organisation’s current procedure for raising grievances.
P2 Seek support from colleagues or human resources or legal specialists on any aspects of implementing grievance procedures about which you are unsure.
P3 Identify potential grievances and take preventative measures to resolve issues where possible.
P4 If an individual raises a concern, problem or complaint with you, seek to resolve the situation informally, if you consider that an informal approach is likely to resolve the situation effectively.
P5 Follow your organisation’s formal grievance procedure, if an individual raises a grievance with you in writing.
P6 Keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary.
Knowledge and understanding
You need to know and understand:
General knowledge and understanding
K1 The importance of fully informing individuals about your organisation’s current procedure for raising grievances.
K2 Informal approaches to dealing with concerns, problems or complaints raised with you, and when this type of approach is likely to resolve the situation effectively.
K3 The importance of following your organisation’s formal grievance procedure, and when to do so.
K4 How to conduct a meeting with an individual to discuss their grievance.
K5 How to investigate the grievance fully.
K6 The importance of communicating clearly, concisely and objectively, and how to do so.
K7 How to keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary.
Industry/sector specific knowledge and understanding
K8 Industry/sector requirements for implementing grievance procedures.
Context specific knowledge and understanding
K9 Your organisation’s procedure for dealing with grievances.
K10 Sources of advice, guidance and support from colleagues, human resources or legal specialists.
K11 Your organisation’s policies and procedures for keeping full and accurate records.
Behaviours
When performing to this standard, you are likely to demonstrate the following behaviours:
1 Listen actively, ask questions, clarify points and restate or rephrase statements to check mutual understanding
2 Present information clearly, concisely, accurately and in ways that promote understanding
3 Keep people informed of plans and developments in a timely way
4 Show empathy with others’ needs, feelings and motivations and take an active interest in their concerns
5 Make time available to support others
6 Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
7 Act within the limits of your authority
8 Show integrity, fairness and consistency in decision making
9 Protect the confidentiality and security of information
10 Check the accuracy and validity of information
11 Seek concrete information in an ambiguous situation
12 Identify the implications or consequences of a situation
Skills
When performing to this standard, you are likely to demonstrate the following skills:
• Acting assertively
• Assessing
• Communicating
• Decision-making
• Empathising
• Information management
• Managing conflict
• Presenting information
• Questioning
• Reporting
• Reviewing
Key words Management & leadership; initiate; grievance; procedures
CFAM&LDA7 Initiate and follow grievance procedures
Overview
This standard is about initiating and following your organisation’s grievance procedure in response to a concern, problem or complaint raised by a member of your team.
This standard is relevant to managers and leaders when they need to initiate and follow their organisation’s grievance procedure.
This standard links closely to CFAM&LDC5 Help individuals address problems affecting their performance and CFAM&LDA6 Initiate and follow disciplinary procedures.
Performance criteria
You must be able to:
P1 Keep individuals fully informed about your organisation’s current procedure for raising grievances.
P2 Seek support from colleagues or human resources or legal specialists on any aspects of implementing grievance procedures about which you are unsure.
P3 Identify potential grievances and take preventative measures to resolve issues where possible.
P4 If an individual raises a concern, problem or complaint with you, seek to resolve the situation informally, if you consider that an informal approach is likely to resolve the situation effectively.
P5 Follow your organisation’s formal grievance procedure, if an individual raises a grievance with you in writing.
P6 Keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary.
Knowledge and understanding
You need to know and understand:
General knowledge and understanding
K1 The importance of fully informing individuals about your organisation’s current procedure for raising grievances.
K2 Informal approaches to dealing with concerns, problems or complaints raised with you, and when this type of approach is likely to resolve the situation effectively.
K3 The importance of following your organisation’s formal grievance procedure, and when to do so.
K4 How to conduct a meeting with an individual to discuss their grievance.
K5 How to investigate the grievance fully.
K6 The importance of communicating clearly, concisely and objectively, and how to do so.
K7 How to keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary.
Industry/sector specific knowledge and understanding
K8 Industry/sector requirements for implementing grievance procedures.
Context specific knowledge and understanding
K9 Your organisation’s procedure for dealing with grievances.
K10 Sources of advice, guidance and support from colleagues, human resources or legal specialists.
K11 Your organisation’s policies and procedures for keeping full and accurate records.
Behaviours
When performing to this standard, you are likely to demonstrate the following behaviours:
1 Listen actively, ask questions, clarify points and restate or rephrase statements to check mutual understanding
2 Present information clearly, concisely, accurately and in ways that promote understanding
3 Keep people informed of plans and developments in a timely way
4 Show empathy with others’ needs, feelings and motivations and take an active interest in their concerns
5 Make time available to support others
6 Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
7 Act within the limits of your authority
8 Show integrity, fairness and consistency in decision making
9 Protect the confidentiality and security of information
10 Check the accuracy and validity of information
11 Seek concrete information in an ambiguous situation
12 Identify the implications or consequences of a situation
Skills
When performing to this standard, you are likely to demonstrate the following skills:
• Acting assertively
• Assessing
• Communicating
• Decision-making
• Empathising
• Information management
• Managing conflict
• Presenting information
• Questioning
• Reporting
• Reviewing
Key words Management & leadership; initiate; grievance; procedures