Representatives and Employment Rights Disputes: What Works and What Doesn’t?

Abstract

Grievances continue to attract much public controversy, but amid the ongoing rhetoric, the research evidence is limited. The popular debate has centred largely on the actions of employers and employees. This study of grievance cases explores the factors that influence the progression of these disputes. The findings highlight the influential role of external representatives in either restoring relationships or escalating disputes. The nature of that influence is associated with three critical attributes of the representative: (a) their current relationships with others involved in the dispute; (b) the extent to which they seek to maintain relationships into the future; and (c) their competency in dispute-handling. While these attributes are largely related to individuals rather than roles, unions have unique potential for functioning as relationship managers and preserving employment relationships. The decline of unions, however, heightens the need for organizations to seek other improved ways of resolving disputes.