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Different methods of investigating a complaint and making a decision
Alternative Dispute Resolution (ADR) is the term used to describe a range of processes for resolving or settling complaints and disputes outside the court system. All of the different processes described here involve a third party (the supervisor trying to resolve the complaint).
Supervisors should use their judgement when deciding which, if any, of these methods is most appropriate for resolving a complaint. There are many examples of good practice at the University and often the best approach is a mixture of common sense and experience. Supervisors new to complaint handling are encouraged to raise queries with Human Resources.
Facilitative Processes
Facilitative processes involve an independent third party, with no advisory or determinative role, who provides assistance in the process of resolving a complaint (including facilitation, conciliation and mediation).
A facilitative process aims to reach a consensual agreement with all concerned. It is only viable when all parties believe a resolution is possible and are willing to work to that end.
The processes vary in the extent to which the third party intervenes in the process in order to achieve a resolution. In practice a third party may adopt aspects of each of the processes during disputes resolution.
• Facilitation involves making arrangements so that it is easier for the parties involved to meet to reach an agreement on action to be taken. The tasks may vary from arranging the meeting and venue, to hosting the discussion and providing documents to assist the parties consider the solutions offered by the other party.
• Conciliation is a process in which the third party (the conciliator), assists the parties involved to identifying the problems to be resolved, acknowledges injured feelings and identifies the positive opportunities emerging through the interactions, and actively encourages them to accept an offer of resolution. The conciliator's focus is on acknowledging the feelings of the parties so they can focus on the actions needed to restore the working relationship.
• Mediation is a process in which a third party (the mediator), acts as an intermediary between the opposing parties and intercedes on behalf of the other party in order to assist all parties reach a solution. Activities might include identifying the key problems to be resolved, developing options, considering alternatives and reaching an agreement. The mediator may advise on or determine the process of mediation and communicate separately with the parties involved.
Advisory Processes
Advisory processes involve an independent third party who investigates the complaint and provides recommendations on possible outcomes (includes independent fact finding, evaluation and case appraisal). Advisory processes gather and present information to a person responsible for making a judgement.
Investigation
Investigation is a process in which all parties present arguments and evidence to an impartial third party (the investigator) who determines the facts of the dispute but does not make any judgements.
This may be useful in complex cases when it is not possible to substantiate allegations or establish facts, or when it would be useful for a third party to review and summarise the information gathered so far, ie. where an impartial view would add value.
Ensuring support for parties to a complaint
Staff may be distressed in relation to their complaint and may be nervous when talking to supervisors. The following actions are recommended for supervisors talking with complainants who may be upset, crying, withdrawn or confused:
• provide some privacy;
• remain calm and reaffirming;
• when the staff member regains their composure, ask if they are able to explain their concerns or if they would like to come back;
• offer to have the staff member return with a support person;
• paraphrase, summarise and clarify what they are saying to convey understanding to the staff member and to check that you are clear about their concerns;
• depending on the chosen course of action, it may be useful to arrange a follow up time for the staff member to talk to you again.
Staff who are at risk of harm to self or others may present as angry, agitated or threatening, or may be experiencing a psychiatric episode. Supervisors may wish to refer to section 3.3 of the University Emergency Management Plan (threatening behaviour) in addition to the suggestions given above.
Minimising possible victimisation
It is important that the supervisor identifies points of potential victimisation and develops strategies to deal with them.
• How can information be handled in order to ensure that only relevant people are involved and these people are bound to observe proper processes? It may not be appropriate to use a fax machine located in a public office or reception area, or to leave messages on answer phones that may be accessed by more than one person.
• How can natural justice be observed and safety maintained? If another party to the complaint needs to be informed and given the opportunity to respond and the complainant is frightened (with or without established reason), what measures can be put in place? It may be appropriate to take a staff's home address details off the management information system and arrange security escorts to and from campus.
• How can the outcomes of a complaint be handled to ensure no one is victimised at a later stage? This can occur when disciplinary action results in a department or area taking sides and resenting the complainant, when gossip leads to exclusion of one or more of the parties or when damaging comments are made about a staff member or supervisor in their professional field. Points to consider include who will be responsible for providing future references for the staff member and how long will documentation regarding the complaint be kept, and by whom.
Re-establishing positive relationships
As a final step in handling complaints, supervisors should consider any action that may re-establish positive working, learning and teaching relationships for all parties to a complaint. This might be achieved by:
• being explicit about all parties' rights and responsibilities;
• getting agreement between parties on future behaviour;
• facilitating a meeting (formal or informal) for parties to talk about future arrangements; and
• being clear about the expectations on all parties.
It will not always be possible or appropriate for this to occur; sometimes it will be in everyone's best interest for arrangements to be made that minimise the level of contact necessary between parties to a complaint.
It is important that all parties are told who to approach if problems occur following the resolution of a complaint to enable quick intervention and prevent the escalation of another complaint.

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Replies to This Discussion

Thanks for sharing this knowledge.

Questions:
1. Do you support the vision of top management or consider HR department a burden for the organization?

As a job seeker when you approach an organization the final interview that you have is with a Human Resource Manager and when you leave an organization you have an exit interview with the HR Manager. During the time period of your employment, you interact with the Human Resource department on almost daily basis. Human Resource Management has become one of the most important divisions of any organization nowadays. One cannot even imagine a proper organization or company functioning well without an effective Human Resource Management department.

Managing and handling the employees at any company is a major challenge that needs to be handled properly by people who are well trained in this area. A decade ago not many people were familiar with the concept of Human Resource Management and for quite some time the HR Managers were designated to administrative posts with little or no insight into what the job and the department actually entailed. Mostly they did what an administrator is supposed to do, only with the glorified title of being an HR Manager.

However, the last few years witnessed a change in the trend as more and more companies began recognizing the importance of Human Resource Management in any organization. At the same time, universities upgraded their curriculum to instill proper education and training to the students who opted to study Human Resource Management. The combined effect of these developments can be seen in the highly developed Human Resource Management departments in many organizations.

Key Responsibilities Of HR Managers

HR Mangers have a lot of responsibilities as it basically falls onto their shoulders to make sure that the company functions smoothly and effectively. If the HR Manager of an organization fails to perform his duties effectively, the entire working system of the company is affected badly. Some of the key responsibilities of an organization include:

Employee Recruitment

Recruitment of employees is one of the most important tasks of an HR Manager. Interviewing a prospective candidate and making sure that hiring him will be in the best interest of the company is the duty of a HR Manager. Moreover negotiating the salary and other job related clauses with the candidate is something that the company owners rely on the HR Managers for.

Employee Relations

Dealing with the everyday problems of the employees and the issues that arise within the organization on daily basis is also an important duty of the HR Managers. One of the most challenging tasks of the HR Managers is to make sure that the employees are happy and content with their jobs and do not lose their motivation.

Training And Development

Constantly training and developing the skills and capabilities of the staff members is also an important part of the HR Manager’s job. They have to organize seminars and workshops so that the employees get a chance to hone their skills and perform their duties in a better way.

Maintaining Conduct

Maintaining office discipline is fundamental to the success of any given organization and the HR Managers are responsible to make sure that the employees are conforming to the office discipline. HR Managers often have to deal with employees who are habitually late, take too many days off, spend too much time socializing with other employees and fail to meet the deadlines.

Making New Policies

The HR Management department is tasked with constantly reviewing the existing company policies, making appropriate changes in them and coming up with new strategies and policies that cater to the growing demands of any company. These policies help in maintaining the smooth functioning of an organization and ensure that the interests of both the company and the employees are safe guarded.

Implementing New And Old Policies

It also falls under the duties of the HR Management department to make sure that all the old and new policies of an organization are implemented in letter and spirit and all the employees adhere to the rules set under these policies strictly.

Appraisals And Rewards

One of the most important and difficult tasks the HR Management department is charged with is rewarding the employees and deciding appraisals. Rewarding the employees properly for their hard work and effort is essential in maintain employee satisfaction and keeping them motivated. A Human Resource Manager has to make sure that the appraisals that are handed out to the employees are fair and correspond with the level of input and output of each employee. If a Manager gives unfair or biased appraisals, the employees will become discontent and the quality of work will deteriorate quickly.

Conducting Exit Interviews

When an employee leaves an organization, the HR Manager has to conduct the exit interview as well. The exit interview provides valuable insight for the HR department as it makes them more aware to the needs and the problems that the employee faced at the organization. A typical exit interview consists of some of the following questions:

  • Why are you resigning from our organization?
  • How was your experience of working with us?
  • What are a few problems that you faced working at this organization?
  • What would you improve to make our organization a better workplace?
  • What does the new job offer entail that our organization did not offer?

These questions help the HR Managers in evaluating the performance of their organization in the eyes of the employees and enable them to make improvements where possible.

Final Words

Although the role of HRM in Pakistan has evolved quite a lot during the last few years, it is still not completely evolved. It faces constant challenges, but continues to grow nonetheless. Once fully evolved it will become one of the most fundamental departments in an organization; fully contributing towards its growth and prosperity.



Wah tariq bhai poora thesis hi chaap diya apne to friends ist question ka idea solution hai k HRM burden nai hai company pe n hrm long term vision pe kaam karahi hai.... 2nd Q ka ans suggestion deni hai or wo suggestion ye hosakti hai k hiring policies ko flexible banaya jaaye.... hope you got the main point so make your assignment in you own words....

exactly  dunphill admin  notices  chapp  daty  hn  just  give  the  main  idea  and  thank u for this

I THINK MAIN IDEA U CAN EASILY GET FROM SCENARIO!!!

N THE MAIN PURPOSE OF ADMIN IS TO PROVIDE THE WIDE RANGE OF KNOWLEDGE!!!

FROM MY POINT OF VIEW I GOT ANSWERS OF BOTH THE QUESTIONS FROM ABOVE GIVEN NOTICE N THESIS (AS U SAID)!!!

KISI KIMEHNAT PE PAI NAE GIRATY!!!

PLZZZZZZZZZZZZZZ

SORRY IF U HURT!!!

EVERY QUE CONATIN 10 MARKS N I DON'T THINK THROUGH JUST 1/2 LINES ANSWER

U CAN ENJOY HIGHEST MARKS!!!

U HAVE TO TAKE HELP HELP FROM ABOVE GIVE IDEA BY ADMINS!!!

SO SORRY IF U HURT!!! 

MGT501 1st Assignment Idea Solution 2012 NOV.

HRM is not burden for the company because they're working for long term benefits and complains of supervisors regarding production matters was short term problem so it can be sort out by implementing flexible policies regarding hiring of new employees....... hope this will help you to complete 2nd question

actually baat ye hy k we should suggest the top management that the issues between supervisors and hr need to be resolved on ground facts as both of them are important for organization.The HR section should be made so efficient so as quickly employ efficient employees which will resolve the issues.

Assignment # 01:

Questions:

1. Do you support the vision of top management or consider HR department a burden for the organization?

2. What do you suggest to the top management of Shaheen Corporation for handling the complaints raised by supervisors?

 

 

 

 

  1. 1.      Do you support the vision of top management or consider HR department a burden for the organization?

 Answer:

 

As a job seeker when you approach an organization the final interview that you have is with a Human Resource Manager and when you leave an organization you have an exit interview with the HR Manager. During the time period of your employment, you interact with the Human Resource department on almost daily basis. Human Resource Management has become one of the most important divisions of any organization nowadays. One cannot even imagine a proper organization or company functioning well without an effective Human Resource Management department.

However, the last few years witnessed a change in the trend as more and more companies began recognizing the importance of Human Resource Management in any organization. At the same time, universities upgraded their curriculum to instill proper education and training to the students who opted to study Human Resource Management. The combined effect of these developments can be seen in the highly developed Human Resource Management departments in many organizations.

Key Responsibilities Of HR Managers:

             HR Mangers have a lot of responsibilities as it basically falls onto their shoulders to make sure that the company functions smoothly and effectively. Some of the key responsibilities of an organization include:

  • Employee Recruitment,

             Recruitment of employees is one of the most important tasks of an HR Manager. Interviewing a prospective candidate and making sure that hiring him will be in the best interest of the company is the duty of a HR Manager. Moreover negotiating the salary and other job related clauses with the candidate is something that the company owners rely on the HR Managers for.

  • Employee Relations,

             Dealing with the everyday problems of the employees and the issues that arise within the organization on     daily basis is also an important duty of the HR Managers. One of the most challenging tasks of the HR Managers is to make sure that the employees are happy and content with their jobs and do not lose their motivation.

  • Training And Development,

                   Constantly training and developing the skills and capabilities of the staff members is also an important part of the HR Manager’s job. They have to organize seminars and workshops so that the employees get a chance to hone their skills and perform their duties in a better way.

  • Maintaining Conduct

            Maintaining office discipline is fundamental to the success of any given organization and the HR Managers are responsible to make sure that the employees are conforming to the office discipline. HR Managers often have to deal with employees who are habitually late, take too many days off, spend too much time socializing with other employees and fail to meet the deadlines.

  • Making New Policies

             The HR Management department is tasked with constantly reviewing the existing company policies, making appropriate changes in them and coming up with new strategies and policies that cater to the growing demands of any company. These policies help in maintaining the smooth functioning of an organization and ensure that the interests of both the company and the employees are safe guarded.

  • Implementing New And Old Policies

             It also falls under the duties of the HR Management department to make sure that all the old and new policies of an organization are implemented in letter and spirit and all the employees adhere to the rules set under these policies strictly.

  • Appraisals And Rewards

            One of the most important and difficult tasks the HR Management department is charged with is rewarding the employees and deciding appraisals. Rewarding the employees properly for their hard work and effort is essential in maintain employee satisfaction and keeping them motivated. A Human Resource Manager has to make sure that the appraisals that are handed out to the employees are fair and correspond with the level of input and output of each employee. If a Manager gives unfair or biased appraisals, the employees will become discontent and the quality of work will deteriorate quickly.

  • Conducting Exit Interviews

                         When an employee leaves an organization, the HR Manager has to conduct the exit interview as well. The exit interview provides valuable insight for the HR department as it makes them more aware to the needs and the problems that the employee faced at the organization.

A typical exit interview consists of some of the following questions:

  • Why are you resigning from our organization?
  • How was your experience of working with us?
  • What are a few problems that you faced working at this organization?
  • What would you improve to make our organization a better workplace?
  • What does the new job offer entail that our organization did not offer?

 

  • Final Words:

                       Although the role of HRM in Pakistan has evolved quite a lot during the last few years, it is still not completely evolved. It faces constant challenges, but continues to grow nonetheless. Once fully evolved it will become one of the most fundamental departments in an organization; fully contributing towards its growth and prosperity

 

 

 

  1. What do you suggest to the top management of Shaheen Corporation for handling the complaints raised by supervisors?

 

Answer:

 

Different methods of investigating a complaint and making a decision Alternative Dispute Resolution (ADR) is the term used to describe a range of processes for resolving or settling complaints and disputes outside the court system. All of the different processes described here involve a third party (the supervisor trying to resolve the complaint). 
Supervisors should use their judgment when deciding which, if any, of these methods is most appropriate for resolving a complaint. There are many examples of good practice at the University and often the best approach is a mixture of common sense and experience. Supervisors new to complaint handling are encouraged to raise queries with Human Resources. 

Facilitative Processes
         

                 Facilitative processes involve an independent third party, with no advisory or determinative role, who provides assistance in the process of resolving a complaint (including facilitation, conciliation and mediation).
A facilitative process aims to reach a consensual agreement with all concerned. It is only viable when all parties believe a resolution is possible and are willing to work to that end.
The processes vary in the extent to which the third party intervenes in the process in order to achieve a resolution. In practice a third party may adopt aspects of each of the processes during disputes resolution.

• Facilitation involves making arrangements so that it is easier for the parties involved to meet to reach an agreement on action to be taken. The tasks may vary from arranging the meeting and venue, to hosting the discussion and providing documents to assist the parties consider the solutions offered by the other party.

• Conciliation is a process in which the third party (the conciliator), assists the parties involved to identifying the problems to be resolved, acknowledges injured feelings and identifies vustudents.ning the positive opportunities emerging through the interactions, and actively encourages them to accept an offer of resolution. The conciliator's focus is on acknowledging the feelings of the parties so they can focus on the actions needed to restore the working relationship.

• Mediation is a process in which a third party (the mediator), acts as an intermediary between the opposing parties and intercedes on behalf of the other party in order to assist all parties reach a solution. Activities might include identifying the key problems to be resolved, developing options, considering alternatives and reaching an agreement. The mediator may advise on or determine the process of mediation and communicate separately with the parties involved. 

Advisory Processes

                Advisory processes involve an independent third party who investigates the complaint and provides recommendations on possible outcomes (includes independent fact finding, evaluation and case appraisal). Advisory processes gather and present information to a person responsible for making a judgment. 

Investigation
                 Investigation is a process in which all parties’ present arguments and evidence to an impartial third party (the investigator) who determines the facts of the dispute but does not make any judgments. 
This may be useful in complex cases when it is not possible to substantiate allegations or establish facts, or when it would be useful for a third party to review and summaries the information gathered so far, i.e. where an impartial view would add value. 

Ensuring support for parties to a complaint 
Staff may be distressed in relation to their complaint and may be nervous when talking to supervisors. The following actions are recommended for supervisors talking with complainants who may be upset, crying, withdrawn or confused: 

• Provide some privacy; 

• Remain calm and reaffirming; 

• When the staff member regains their composure, ask if they are able to explain their concerns or if they would like to come back; 

• Offer to have the staff member return with a support person; 

• Paraphrase, summaries and clarify what they are saying to convey understanding to the staff member and to check that you are clear about their concerns; 

• Depending on the chosen course of action, it may be useful to arrange a follow up time for the staff member to talk to you again.

Staffs that are at risk of harm to self or others may present as angry, agitated or threatening, or may be experiencing a psychiatric episode. Supervisors may wish to refer to section 3.3 of the University Emergency Management Plan (threatening behavior) in addition to the suggestions given above.

Minimizing possible victimization

It is important that the supervisor identifies points of potential victimization and develops strategies to deal with them. 

• How can information be handled in order to ensure that only relevant people are involved and these people are bound to observe proper processes? It may not be appropriate to use a fax machine located in a public office or reception area, or to leave messages on answer phones that may be accessed by more than one person. 

• How can natural justice be observed and safety maintained? If another party to the complaint needs to be informed and given the opportunity to respond and the complainant vustudents.ning is frightened (with or without established reason), what measures can be put in place? It may be appropriate to take a staff's home address details off the management information system and arrange security escorts to and from campus.

• How can the outcomes of a complaint be handled to ensure no one is victimized at a later stage? This can occur when disciplinary action results in a department or area taking sides and resenting the complainant, when gossip leads to exclusion of one or more of the parties or when damaging comments are made about a staff member or supervisor in their professional field. Points to consider include who will be responsible for providing future references for the staff member and how long will documentation regarding the complaint be kept, and by whom. 

Re-establishing positive relationships as a final step in handling complaints, supervisors should consider any action that may re-establish positive working, learning and teaching relationships for all parties to a complaint. This might be achieved by: 

• being explicit about all parties' rights and responsibilities; 

• getting agreement between parties on future behavior; 

• facilitating a meeting (formal or informal) for parties to talk about future arrangements; and 

• being clear about the expectations on all parties. 

It will not always be possible or appropriate for this to occur; sometimes it will be in everyone's best interest for arrangements to be made that minimize the level of contact necessary between parties to a complaint. 
It is important that all parties are told who to approach if problems occur following the resolution of a complaint to enable quick intervention and prevent the escalation of another complaint.

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