Grievance

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International Journal of Humanities and Social Science

Vol. 1 No. 7 [Special Issue –June 2011]

THE INFLUENCE OF HEADS OF DEPARTMENT PERSONALITIES ON THE SELECTION OF GRIEVANCE HANDLING STYLES Zulkiflee Bin Daud (PhD)* Assoc. Prof. Khulida Kirana Yahya (PhD)** Mohd. Faizal Mohd. Isa*** Wan Shakizah Wan Mohd Noor**** College of Business University Utara Malaysia 06010 Sintok, Kedah Malaysia E-mail: zulkiflee@uum.edu.my,* khulida@uum.edu.my** m.faizal@uum.edu.my,*** shakizah@uum.edu.my**** Abstract Grievance management is an important topic in the area of industrial relations. Research on grievance management is burgeoning, and yet the understanding of its antecedents and consequences remains rather unclear. This research discusses the styles in handling grievances among heads of department at a telecommunication headquarters and branches located in Peninsular Malaysia and the determinant of personalities in selecting the appropriate styles. It was conducted to achieve two main objectives which are to investigate the styles managers use in handling employee grievances and to examine influence of personalities in choosing style used by the managers in handling grievances. The result of factor analysis reveals that the grievance handling styles used by managers in this study are integrating, compromising and dominating. In general, the study reveals that extraversion is negatively and significantly influences the selection of integrating style. Conscientiousness contributes significantly to the prediction of dominating style. Finally, emotional stability is positively and significantly influences compromising style in handling grievances.

Key words: Grievance handling styles, grievance procedure, personality, extraversion, conscientiousness, emotional stability.

1. Introduction
Grievance is defined as any dissatisfaction regarding work and workplace filed by employee formally to his immediate supervisor (Rose, 2004). An organization establishes a grievance procedure to give an avenue to the employee to file his or her dissatisfactions. The establishment of grievance procedure is in line with the principle of “due process” (Mante-Meija & Enid, 1991) which guarantees the application of procedural justice and ethical decision making in an organization. Besides the establishment of grievance procedure will resolve employees’ dissatisfaction fairly, behavior of personnel who handle grievance also brings effect to the employee’s satisfaction on the result of grievance resolution. Managers will handle grievances referred to them base on their personality reference. Therefore, this research assumes that managers’ personalities have to be investigated to determine its influence on manager’s style in handling grievances.

2 Literature Review
2.1 Background of Study Issues of grievances are normally associated with dissatisfaction among employees which related to working procedure, working facilities (Bean, 1994), confusions on provisions stated in company’s policy (Ayadurai, 1996) and the violation of provisions in terms and conditions of employment stated in collective agreement (Salamon, 2000). In resolving grievances, aggrieved employees will file their dissatisfaction through grievance procedure and their immediate managers or supervisors are responsible to take action within period given. This procedure is important to deny the construction of employees’ dispute (Rose, 2004). Settling grievances as near as its origin is important in order to deny the construction of employees’ disputes. Therefore, immediate supervisors are responsible to settle the grievance as they are the nearest personnel that represent managerial team. The argument on the vital role played by supervisors in managing employees’ grievances paralleled that of past studies. Study made by Rollinson, et.al (1996) has identified that complaints are quite common and only extends to taking-up a matter informally with a supervisor. As maintained by Catlett...
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