How to Handle an Informal Grievance in the Workplace
Workplace concerns and grievances are a natural part of any organisation. However, not every issue requires a formal complaint. Many concerns can be resolved more quickly and effectively through an informal grievance process.
For managers, handling grievances informally can help maintain a positive workplace culture, improve communication, and prevent small issues from escalating. Here’s a step-by-step guide on how to effectively manage an informal grievance in the workplace.
What is an Informal Grievance?
An informal grievance is when an employee raises a concern without submitting a formal written complaint. This could be about:
✔ Workplace relationships (e.g., conflict with a colleague)
✔ Work conditions or environment
✔ Unfair treatment or workload concerns
✔ Concerns about management decisions
Dealing with grievances informally can lead to faster resolutions, better relationships, and a more open workplace culture.
How to Handle an Informal Grievance
Encourage open communcation – managers should create a workplace where employees feel comfortable raising concerns without fear of negative consequences. Encourage employees to speak up early rather than letting issues fester.
✔ Make it clear that concerns are always taken seriously.
✔ Keep communication channels open—this could be through regular check-ins, one-to-ones, or an open-door policy.
✔ Foster a culture where employees trust that their grievances will be handled fairly and confidentially.
Arrange a Private & Confidential Discussion
Once an employee raises a concern, arrange a meeting in a neutral and comfortable setting. Ensure privacy to encourage open discussion.
✔ Schedule the conversation promptly to prevent delays in resolution.
✔ Let the employee know they can bring a colleague or union representative for support if they wish.
✔ Keep the conversation informal and supportive rather than interrogative.
Listen Actively & Gather Information
During the meeting, give the employee space to express their concerns without interruption.
✔ Use active listening techniques—nod, maintain eye contact, and acknowledge their feelings.
✔ Ask open-ended questions like, “Can you tell me more about what happened?”
✔ Avoid being defensive or dismissive, even if you don’t fully agree with their perspective.
✔ Take notes, but keep them informal unless the issue needs formal escalation.
Explore Possible Solutions Together
The goal of an informal grievance meeting is to find a resolution that works for everyone. Engage the employee in solution-finding.
✔ Ask the employee how they would like the issue to be resolved.
✔ Offer practical suggestions, such as adjusting work arrangements, providing additional support, or facilitating mediation.
✔ If the grievance involves a colleague, consider a neutral third party to help mediate the situation.
Take Action & Follow Up
Once a resolution has been agreed upon, it’s essential to take action and follow up.
✔ Implement any agreed solutions promptly.
✔ Check in with the employee after a few days or weeks to ensure the issue has been resolved.
✔ If necessary, keep a record of the resolution while maintaining confidentiality.
When to Escalate to a Formal Grievance
If the issue isn’t resolved through informal discussions, or if the concern is serious (e.g., harassment, discrimination, or legal breaches), the employee should be guided toward the formal grievance process.
✔ Explain the company’s formal grievance procedure and how to submit a written complaint.
✔ Offer support and ensure they feel comfortable taking the next steps.
✔ Continue to manage the situation professionally and fairly.
Why Managing Informal Grievances Effectively Matters
A well-handled informal grievance process can:
✔ Prevent minor issues from escalating into major conflicts.
✔ Foster a workplace culture of trust and transparency.
✔ Improve employee morale and engagement.
✔ Reduce the likelihood of formal grievances, which can be time-consuming and stressful.
By addressing concerns with empathy and professionalism, managers can build stronger relationships with their teams and contribute to a healthier, happier workplace.