Five companies volunteer to participate in the project

By Sanath Nanayakkare

Grievance handling in Human Resource Management (HRM) refers to the process by which employee complaints, concerns, or disputes are formally addressed and resolved. The goal is to provide a structured channel for employees to express their concerns or report issues they are facing in the workplace for the benefit of the company, the management and the employees.

True to those values, the International Labour Organization (ILO) recently invited the Employers’ Federation of Ceylon (EFC) to initiate a pilot project to launch Grievance Handling Guidelines that were formulated through several workshops conducted in 2019 in consultation with ILO constituents.

Giriulla Mills Ltd, HNB Assurance Ltd, HNB General Insurance Ltd, Cambio Software Engineering and Taj Bentota Resort and Spa, volunteered to participate in this project. They represented the manufacturing, finance, IT, and hospitality sectors respectively. The pilot project was formally launched on 20th September 2022.

EFC’s team of trainers visited these selected companies and engaged in discussions with their management to gain insights into their existing employee grievance handling systems.

They also gathered feedback from employees to assess their satisfaction with present grievance mechanisms. Based on the findings, EFC team developed customised grievance handling policies aligned with each organisation’s culture and specific requirements of each company to ensure practical implementation of the same.

All these grievance policies were designed in adherence to the Guidelines on Grievance Handling which were established for Sri Lanka in 2019 through workshops conducted by the ILO.

Following the development of these policies, four training sessions were conducted for the management teams of the participating companies. During these training sessions, the policies were presented in detail. The sessions also aimed to provide a comprehensive understanding of what constitutes employee grievances, the importance of addressing them promptly and the potential consequences if grievances are left unattended.

In addition to policy dissemination, the training sessions also focused on equipping managers with the necessary skills to effectively handle employee grievances. This included discussions on communication strategies, conflict resolution techniques, and the importance of empathy and active listening when addressing employee concerns.

NSB Nawala Branch which was relocated recently, was first established in the year 2003 and had been renowned for its customer service over a span of two decades.

Anoma Gomes, Deputy General Manager of National Savings Bank graced the occasion of the opening of the newly relocated Nawala Branch at the new address No. 221, Nawala Road, Nugegoda.

Furthermore, the former General Manager / CEO of NSB, Eastman Narangoda, Dr. Anura Wickramasinghe of the Open University of Sri Lanka, Dr. Hector Jayawardane graced the occasion as special invitees.

Higher Management of NSB and invited guests including Asst. General Manager – Nalika Wijesinghe, Regional Manager – Charini Ekanayake, Branch Manager of Nawala Branch – Chaminda Piyathilake also attended this event.

Equipped with ATM facilities and state-of-the-art banking facilities the relocated NSB Nawala Branch is housed in a spacious premises to deliver a supreme customer service catering to all the financial requirements of the public.