Handling workplace grievances well takes clarity, calm and an impartial approach.
Grievances are one of the most stressful and time-consuming issues a business can face, especially in the hospitality industry where working relationships are close-knit and fast-paced.
Over the past year, a high proportion or our work has been related to grievances. And the trend is growing.
Why? Because in smaller companies, it’s rare to have someone truly independent in-house who can manage a grievance objectively.
Too Close for Comfort
Often, the person best placed to handle a grievance is also too involved, either socially, professionally, or structurally within the business. This creates an inherent conflict of interest.
You might trust a manager to be fair, but if they’ve worked alongside the people involved, or are indirectly implicated, the process can quickly feel biased or flawed, no matter how well-intentioned.
Grievances require an impartial perspective and a clear focus on truth-finding. The goal isn’t to ‘pick a side’ but to uncover facts, ensure fair treatment, and navigate a situation that’s emotionally sensitive and legally complex.
The Problem with Letting It Linger
Being aware and nipping issues in the bud can prevent things getting out of hand, because one of the biggest risks with grievances is time. The longer they go on, the more complex they become.
We often say a grievance can “grow arms and legs”. What starts as one issue can quickly expand into a web of historical grievances and breakdown in relationships. Drawing the line on what’s relevant and what’s not becomes a minefield.
And there’s rarely a perfect outcome. If the grievance is upheld, the manager or colleague it’s against may feel unfairly treated or demotivated. If it’s not upheld, the employee may remain unhappy, disengaged, or worse, consider legal action or resign.
It’s Not Just About Process, It’s About People
We know how important it is to handle grievances with both professionalism and empathy. That means having a clear process but also understanding that you’re dealing with people who are often hurt, angry, or fearful. Grievances are emotionally charged. That’s why we advocate for a clear structure, supportive communication, and outside help when needed.
How Your HR Hub Can Help
If you’re facing a grievance situation and don’t have the capacity, or the objectivity, to handle it properly in-house, the Grievance Module in Your HR Hub can give you immediate guidance, structure, and confidence.
The module includes:
- Overview of the Grievance Process
- How to Conduct a Grievance Investigation
- How to Conduct a Grievance Hearing
- How to Determine the Outcome
- How to Conduct a Grievance Appeal
Each section includes:
- A video with Frances Gillespie walking you through each step
- A downloadable Step Guide to follow
- Ready-to-use Letter Templates you can tailor for your business
Whether you want to handle the situation in-house with expert backup, or need to call in external support, we’re here to help.
Get the Grievance Module today or book a call to talk to us about your current situation. Grievances are hard, but we make them easier.