Managing employee problems: State government grievance and complaint resolution systems and practices

摘要: Conflict is a natural part of all workplaces. Conflict can arise from differences in concrete benefits or sanctions, when people feel they have been rewarded or punished differently in relation to their colleagues. Conflict can also arise around the nature of work itself, with employees holding different perspectives on how to address the fundamental tasks of the workplace (Litterer 1966; Jehn and Mannix 2001; Brewer and Lam 2009; Jehn, Rispens, and Thatcher 2010). In governments at all levels, conflict can be especially challenging, as political pressures can affect the nature of work, the nature of benefits, and the overall working environment facing government employees (Ingraham 1995; Elling and Thompson 2006; Crowell and Guy 2010). Civil service or merit systems were designed to protect or insulate employees from political or partisan intrusion, providing certain protections and affording them procedures or processes that would ensure that they were treated fairly if problems arose in the execution of their duties. However, administrative reforms across state governments in the United States have changed the structures and practices governing public employees, prompting the need to examine the nature of the systems in place to address workplace complaints and conflicts (Coggburn 2000, 2001; Bowman and West 2006; Kellough and Nigro 2006; Hays and Sowa 2006; Crowell and Guy 2010). Designing effective systems for resolving employee complaints can have significant tangible benefits in the workplace, including improved employee morale, reduced turnover, and increased employee loyalty. However, the challenge rests with …