Informal approaches to dealing with concerns, problems or complaints raised with you, and when this type of approach is likely to resolve the situation effectively. The importance of following your organisation’s formal grievance procedure, and when to do so. How to conduct a meeting with an individual to discuss their grievance. How to investigate the grievance fully. The importance of communicating clearly, concisely and objectively, and how to do so. How to keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary. Industry/sector specific knowledge and understanding You need to know Industry/sector requirements for implementing grievance and understand: procedures. Context specific knowledge and understanding You need to know Your organisation’s procedure for dealing with and understand: grievances. Sources of advice, guidance and support from colleagues, human resources or legal specialists. Your organisation’s policies and procedures for keeping full and accurate records. Behaviours When performing to Listen actively, ask questions, clarify points and restate this standard, you are or rephrase statements to check mutual understanding likely to demonstrate Present information clearly, concisely, accurately and in the following ways that promote understanding behaviours: Keep people informed of plans and developments in a timely way Show empathy with others’ feelings and motivations and take an active interest in their concerns Make time available to support others Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
Informal approaches to dealing with concerns, problems or complaints raised with you, and when this type of approach is likely to resolve the situation effectively. The importance of following your organisation’s formal grievance procedure, and when to do so. How to conduct a meeting with an individual to discuss their grievance. How to investigate the grievance fully. The importance of communicating clearly, concisely and objectively, and how to do so. How to keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary. You need to know and understand: Industry/sector specific knowledge and understanding Industry/sector requirements for implementing grievance procedures. You need to know and understand: Context specific knowledge and understanding Your organisation’s procedure for dealing with grievances. Sources of advice, guidance and support from colleagues, human resources or legal specialists. Your organisation’s policies and procedures for keeping full and accurate records. Behaviours When performing to this standard, you are likely to demonstrate the following behaviours: Listen actively, ask questions, clarify points and restate or rephrase statements to check mutual understanding Present information clearly, concisely, accurately and in ways that promote understanding Keep people informed of plans and developments in a timely way Show empathy with others’ feelings and motivations and take an active interest in their concerns Make time available to support others Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
DB6260_SVQ_Management_at_SCQF_L9_Assessment_Guidance.docx