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Do we need to train our managers in handling grievances?

Daud, Zulkiflee and Mohd Isa, Mohd Faizal and Wan Mohd Noor, Wan Shakizah and Zainol, Zairani (2013) Do we need to train our managers in handling grievances? International Journal of Business and Social Science, 4 (3). pp. 123-135. ISSN 2219-1933

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Research on grievance management is burgeoning, and yet the understanding of its antecedents and consequences remains rather unclear.This research discusses styles in handling grievances among heads of department at a telecommunication company located in Peninsular Malaysia and the influence of training and experiences in the appropriate grievance handling styles.This quantitative study is conducted to achieve two main objectives which are to investigate the styles that managers use in handling employees’ grievances and to examine the influence of training and experience on grievance handling styles.Factor analysis has resulted that the styles in handling grievance used by respondents are integrating, compromising and dominating.In general, this study reveals that after attending training in grievance handling, managers will not utilizing integrating style due to this particular style demands a longer period to perform.Unfortunately, each grievance management stage has stated a specific time for resolution.Thus, integrating is not becoming their style of resolution.In contrast, they will significantly choosing compromising and dominating styles. Additionally, experience in handling grievance is significantly influence the usage of dominating style amongst managers. Finding from this study will help organizations to construct their training framework when especially training in grievance management and leadership.

Item Type: Article
Uncontrolled Keywords: Grievance handling styles, grievance procedure, training and experience in handling grievance.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Zulkiflee Daud
Date Deposited: 12 Apr 2016 01:43
Last Modified: 12 Apr 2016 01:43
URI: http://repo.uum.edu.my/id/eprint/17771

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