Developing effective labour relations skills: understanding the grievance process

The grievance process provides a formal mechanism for dealing with worker-management disputes arising from the application of negotiated collective agreements. This paper examines the literature describing the direct and indirect functions of the grievance process, grievance procedure language, and arbitration. Some of the unique features of labour relations and the grievance process in the public sector are also reviewed. Pharmacy Managers are encouraged to improve their personnel management skills by developing a greater understanding of the grievance process. A number of recommendations are provided to assist the Pharmacy Manager in the handling of grievances.