GRIEVANCE HANDLING PROCEDURES AND EMPLOYEE PERFORMANCE: A CASE OF JAYEE UNIVERSITY COLLEGE

ABSTRACT This study assessed grievance handling procedures and employee performance with a specific focus on Jayee University College. To achieve this objective, the study identified the styles used at the university in handling employee grievances, explored employees’ perceptions about the way their grievances are handled, discovered factors which hinder effective management of employees’ grievances and found out what should be done to effectively manage employees’ grievances. In terms of research design and methodology, the study adopted a qualitative research design and gathered data through interviews. The population of the study included 22 staff of Jayee University College. Data were collected and analyzed using qualitative content analysis. The study found that majority of supervisors used integrating approach in trying to solve their employees’ grievances, whereas few supervisors used intimidating style of managing employee grievances. This study found that lack of human resources management skills, bureaucratic procedures and unequal relationship between supervisors and employees were the major hindrances to effective management of employee grievance at Jayee University College. The study concluded that there should be improved communication, enforcement of rules and regulations and improvement of employee punctuality through disciplinary procedures.