International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss

Do We Need To Train Our Managers in Handling Grievances?
Zulkiflee Daud, Mohd Faizal Mohd Isa, Wan Shakizah Wan Mohd Nor, Zairani Zainol

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.

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