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2.1 Introduction

The section will be distributed including literature relevant to the studies and will cover the object

of these studies behind. Theories related to studies will enhance the pertaining aspect along with the past

studies of the grievances handling along with the fluctuation in employee motivation (Pavliuk, 2017).

For the impressive change in the environment of organizational hierarchy, organizations always go of

some strategic changes which make them handle the employee's voices and the resultant will show the

productivity in an organizational graph (Adebisi, 2014). Similarly, the growing internal and external

factors have a great impact on organizational performance, productivity. Managing grievances to

accommodate the best working force in an organization could ensure a conducive working environment

to accommodate the diversity that makes them able to strata of workers (Adomi, 2015).

To manage the employees of any organization its important task in which management ensures

the various interests along with the entire management decision process. With the growing ends most

organization impact on the needs of the employees considered by the management of a

company (Adebisi, 2014).

EMPLOYEE

The term employee defined an individual become hired as a staff person of organization,

assigned some tasks in form of job description this is important for that staff person to fulfill all the

requirements and at the end of the month this staff person will be gained or eared money in form of

salary. This is an employee of a company.Resposiable to complete the assigned task and helpful for the

company to increase growth and profitability along with productivity.

EMPLOYEE MOTIVATION
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Employee motivation is one of the most important aspects which helpful for a company to gain

maximum advantage. The edge of advantage only be availed until or unless the company generates

those policies which increase the level of motivation of employees (Shadare et al, 2009).A well-

motivated worker of any company. inspiration has a positive impact on the behavior of workers

because once employee of any company is not fully devoted and willing to work then they feel no

interest while doing work ,on the other hand if employee become fully fresh, willing to work and ready

to give their maximum because organization have worked more to retain their employees through

awarding different benefits or some other kind of facilities, at the level when company evaluate

outcome that would be positive because company have well planned retaining strategies to make the

employee more comfortable and relax for being a part of this organization.

Employee Performance

Employee performance is the attitude or behavior of employees towards work with respect to

the working conditions company supply or facilitates. the performance of employee is more important

element for organizational perspective as well as this performance element also states that the higher

the performance of employee the better the earning organization will, and for organizational

perspective the better the organization retain their employee the better organization can feedback

from employees(Arnett et al., 2002). When the level of satisfaction of employee become touches the

higher level of satisfaction, in restricted environment in any organization will make the company’s

employee becomes dissatisfied and once the employee is not fully motivated and satisfied then they will

not perform which is the benchmark of any organization, at the result of this discomfort be environment

the level of stress increase and motivation level decrease because these two elements are inversely

proportional to each other and at the end the productivity will be decreases(Skinner and Champion,

2008).
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similarly many influencing effects in between staff has highly diversifies the nature of

organization sometimes the poor conflict handling ability in between manager makes the awkward

organizational culture . Furthermore these factors have high tendency to manage the insureaity of

management in organization. The impact of poor management facing grievances in shape of conflict is

well known. most organization have proper processes to control the grievances of employee and having

proper implementation to overcome that aspect , which become helpful for employee to get rid of

conflict based situation and in the resultant the productivity increases because of better management of

employee toward grievances and always be well motivated towards work (kazimoto, 2013). Most

Grievances Handling System Gives No Chance For employee to better connected between reward and

punishment (osad and osas, 2014).The concept of work place conflict implies the presence of discomfort

ability between employees of organization because once there is a misunderstanding element being

developed between organizational top management and employees then at the end the result will

remains negative an un fruitful as far as company’s growth is concern (Adomie and Anie, 2015). Result of

controlling the procedure of handling the grievances situation in organization will also become helpful to

maintain the relationship between co workers as well. over all position of any organization will depends

upon their employee how they are perfuming and the way they are motivated towards work for

increasing the growth graph of organization.

Classification of conflict within an organization categorized in to two branches which upon the

context. But the purpose of this organization can be divided in to two based conflicts formal and

informal (ogunbameru, 2016). Formal conflict means the level of dissatisfaction and formal conflicts

implies, an informal conflict means dissatisfaction between the behaviors of employee towards

management in an organizational environment grievances is commonly related to inner environment of

organization as well as the environment of surrounding which is also said to be the macro and micro

environment of the company if this environment suffers.

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This can be expressed by the employee through unconscious protest, unfriendly behaviors both to

coworker, management or even customer, organizational sabotage, as well as other forms of poor attitude

by the employee within the organizations (Mugal, 2013). However, the reality remains that if this

informal conflict is left to escalate unchecked, it might result to some very negative significant impact on

both the organizational image and productivity index of other employee within the organization. Informal

conflict can either result in poor job focus, retarded employee turnover rate as well as poor profitability,

productivity, efficiency and effectiveness of the organization in the long run (Kazimoto, 2013). Similarly,

the formal classification of workplace conflict entails any form of employee’s dissatisfactions that is

expressed in an organized form which is displayed either through the channel of trade unions or any other

representatives of the employee to the organizational management (Ogunbameru, 2016). The reality with

this form of organizational conflict is that it 28 can be traced to a specific organizations system and can be

easily visible, identified and policy action taken. This class of organizational conflict is expressed in a

conscious and highly calculated manner which might have a major impact on the employment

relationship within the organization (Mugal, 2013). The reality about the various classes of conflict in the

organization is that they most often than not determine the patterns of relationship formed in the

organization. Whether formal or informal, the major issue within these two major classes of conflict in

the organization lies in the fact that one result in a healthy relationship in the organization, whereas the

other may have in destructive impact in the entire organizational system. Hence the major distinction

between these various forms of conflict lies in their approach at solving the problem in the organization.

The major issues identified above shows that formal conflict system results in restructuring of

employment relationship in an organization, whereas the informal system leads to eventual sabotage and

retarded productivity and profitability of the organization. However, it can be deduced from the above

that the formal and informal classes of conflict are neither entirely bad nor entirely good, since conflict is

very important in the organization which leads to disruption and change (Obasan, 2011). However, the

major issues lie on whether the change is for good or bad depending on what organizational management

make out of it per time. In most modern organization, conflict management units are established since
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most management has realized the high potential of conflict or dispute in resulting in positive adjustment

of entire work place relationship which can lead to improved performances outcome (Albert, 2011). In the

same vein most of the argument surrounding the conflict of formal and informal classes of conflict border

on the effect which they have in determining the entire organizational process, 29 without examining on

the effect which it has on employee’s interpersonal relationship with coworkers and even the

management. In most cases formal conflict affects essentially the interpersonal relations between the

employee and the organizational management since this class of grievances is expressed through unionist

groups. On the other hand, the informal conflict often affects the employee’s relationship with coworker

since this form of conflict is seen in the light of unruly disposition of the employee to co employee and

even in some cases the management. Irrespective of the classes of conflict available in most organization

the reality remains that achieving organizational goals must take into consideration the effective

management of conflict if productivity and profitability is to be achieved. The nest section identifies the

various types of grievances and conflict that are specific to any modern organization.

Grievances may also define as the mismanaging condition between employee and management

which is explicitly related to employee commitment (Britton, 1982:12).The agreement between

management and employee being not being conducted in written format but it always record and

saved in the either in the form of words or by conduct.

Types of grievances

Most of the mishandling behaviors or any kind of dispute (westin & feliu, 1988:42). Moreover if there is

a misperception between employee statement and management then it could be the misfit or

mishandling condition for employees as well as well company once balance becomes fluctuated the

condition will not be stabled ever at the end condition will be end with intention turnover by employee

job switching or they prefer to leave company (westin & feliu, 1988:24). For those employees generates

complains have full span of corporate employment along with the specialized in sales and managing

(westin & feliu, 1988:25).The culture and character of company depends upon the workforce they
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preferably hired to handle the unfair situation and the disruptive mechanism in the environment of an

organisation.Dicrmination from management with their employees makes them to claim in shape of

promotion, evaluation, discharge when resultant of employees to feel uncomfortable while be a part of

an organization (westin & feliu, 1988:24).

During sever stages when issues being well addressed before it have been the part of formal

organizational grievances’. Essentially employee arguments become the basic factor for the

discoverability being placed in the environment of any organization. Once the complain system in any

organization being well addressee it becomes the situation of savoir grievances handling of any

organizations (obi, r. (2012). Although many studies regarding the management concerned have well

classified as the factor called grievances handling most studies have opined that a complaint may not be

officially written to management for it to be classified as a grievance, it’s instructive to note that a

grievance may be stated, written, unvoiced, orally expressed, justifiable. in the same light a grievance

may be true or untrue and may emanate from faulty organizational process or member of staff displaying

displeasure about a perceived case of injustice that the employee believes may have an undue influence

on the performance or reward accruable to them. Most cases of grievances in an organizational are mostly

related to employment relationship, organizational working environments, and situations of alteration of

employment conditions, unfair and unequal opportunities and accessibility to 30 resources in the

organization, including growing cases of injustices and unevenly distributed workloads in an

organization. Organizational grievances among the employee mostly result in a state of dissatisfaction,

such as unhealthy conditions of discontent, employee frustration, unhappiness, reduced morale, poor

competence as well as change of attitude, behavior and distorted ego. however, for the purpose of this

study organizational grievances can be classified into three major typologies which are grievances related

to managerial polices, grievances associated with organizational working and service conditions as well

as grievances emanating from individuals’ peculiarities and factors (locke, 2013). essentiality

organizational grievances can emanate from some level of inconsistencies with managerial policies such
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as performance appraisal mechanism, salary and wages, leave policies, work overtime and benefits, career

planning and employee role conflict, insincerity in keeping up with employment contract and agreements,

lack of respect for worker skill and differences as well as other inconsistencies with reward and

punishment process. on the other hand, organizational grievances may be classifying according to the

organizational working conditions which an employee is exposed to. this includes poor availability of

safety working programs, unavailability of physical settings to improve the success of working

environment, inadequate working tools to as well as relevant machinery to enhance the work process,

unrealistic work target set by management on the employee, poor employee safety rewards in case of

eventualities faced by the employee in the course of duty (ogunbameru, 2016). most of the grievances

which arise a s a result of employee poor working condition are mainly centered on the management

inability to make adequate provisions to cover for loses whether capital loses or physical which an

employee might be faced with in the process of performing his task in the organization. mostly prevalent

in developing countries where the rate of unemployment 31 is very high and, on the increase, daily, an

employee may not be willing to discuss the safety condition, since he/she is only concerned about putting

daily food on the table for the family. in this regards employer often take advantage of this to excludes

substantial safety benefits for the employee which goes a long way in determining the level of

commitment of the employee. However, in the long run when the employee begins to feel dissatisfied

with this process, it can lead to grievances in the organization. Finally, organizational grievances can also

emanate from personal factors which mostly impact on the inter-personal relationships in the

organization. some of the interpersonal sources of conflict in the organization includes but are not limited

to poor interactions among members of a team or group, fallouts of autocratic leader either by a team

leadership or organizational managers, unruly disposition towards fellow workers and even towards

superior colleagues as well as incessant complaint and conflict with customers, employment associates

and other colleagues (osad, 2013). In some modern organizations, a grievance can be visible or invisible

depending on the pattern of expression which it follows. in the case of visible grievances employee

dissatisfaction with employment systems as well as tendencies of infringement on his/her right may be
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expresses through written complaints or verbal expression. However, when an employee decides to allow

their dissatisfaction exists only in their mind but waiting for the perfect day to extent their anger on the

entire organizational structure, it is therefore categorized as invisible grievance. it should be noted that

whatever form of grievances identified, the unexpressed grievances remains the unhealthiest aspect of all,

since it does not provide management with the opportunity to ensure that they make improvements as

well as address the problems of the employee which might be inimical to the overall achievement of

organizational growth and development (rahim, 2012). whatever source of grievance which is available

or prevalent in the organization, whether related to working condition, personal factors, or unfavorable

and unfair managerial policies, the need for management to ensure a process that accommodate and

addresses these various grievances remains very important in achievement of organizational growth. as

opined by most scholars the increasing tendencies of grievance may not only influence the profitability

and productivity of an organization, rather it can also impact on the external organizational image which

would affect its growth and development plans (thomas, 2016). however, amongst all the various forms of

grievances, management are often highly concerned with the ones that impacts on the morale level of

employees since it has the capacity to determine the overall employee level of commitment and

motivation to exert exceptional control on the entire organizational outcome. when employee is aggrieved

with the organizational management policies, efforts are directed towards restructuring them in order to

accommodate the needs of these employees except they may impact negatively on the organizational

vision and mission process. this position does not undermine the effectiveness of grievances emanating

from personal factors and safety working condition, as this also has the capacity of determining employee

morale and capacity to perform in an exception way too. in most developing condition great emphasis is

not laid to the need for management to ensure that the safety policies and healthy environmental

conditions of the employees are established. This is as a result of the fact that most government policies

have failed to specifically compel these organizations, particularly multinational organizations to ensure

that the safety policies of their employee are respected. this often results in situations whereby the

employees are left to carter for themselves in cases of eventualities which might occur even in the process
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of performing their routine jobs. This situation can result in unhealthy dissatisfactions among the

employee which might most often develop into grievances 33 in the organization. however, management

unhealthy safety and working environment may not only result in dissatisfaction and grievances on the

part of the employee, but will also create negative image for the organization, which will result in the

inability of the organization to attract and retain cutting edge skills and knowledge during its recruitment

periods (tsevendorj, 2011). On the other hand, grievances emanating from personal factors also have

managerial impact, since they may result in very unfriendly working environment, which not only results

in the level of discord in the working environment but also affects the customer satisfaction level. when

the inter personal relationship in an organization is faulty, an employee may decide to exert these unruly

dispositions to the customer, thereby attending to the demands and needs of the customers in an unruly

and unsatisfactory manner. thus, ensuring that various forms of grievance in the organization are

adequately addressed remains highly significant in the entire managerial success of an organization.

ensuring that management policies are fair and favorable enough will increase the commitment and

dedication of the employee. Ensuing that safety practices are adhered to as well as healthy working

conditions are provided gives the employee a sense of belongingness and happiness. in the same vein

ensuring that interpersonal relationship within the organization are strictly follow, not only results in

employee’s contentment’s and joy with fellow employee but also improve the level customer satisfactions

in the organization (uchendu, 2013). Whatever form of grievances that exist in the organizational, the

need to address them lies in the growth and development plans of the organization. hence management

systems have to be strategically structures in order to ensure that the various sources of grievance are

identified, recognizes and efficient and effectives process instituted to reduce the time spent in addressing

these grievances. in the same vein identification of the effect of diversities in the various grievance

systems in the organization remains a major factor in determining the effectiveness of any form of 34

grievance handling procedure which the organization might decides to opt for. in this link the next section

of this study tries to examine the various effect of diversity in the various grievances handling system and

process as well as outcome in most modern organizations, particularly multinational firms. Grievance
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handling procedure management of grievance in an organization remains a major managerial function

owing to the increasing nature as well as the increasing diversities in modern organization which has the

potential of breeding, complaints, conflict and disputes in most organizations. therefore, management has

to identify the various suitable measures to handle the various employee complaints in order not ensure

that the commitment and decision of employees are sustained toward improved performance and

productivity (francois, 2014). Any form of formal grievances addressed to the various managerial

channels in the organization has to go through several challenges before it finally gets to the advanced

managerial level. This therefore described the concept of grievance handling procedures which constitutes

a formal communication process that emanates from the complaint of workforce to the management

which it’s addressed for the purpose of settlement of such grievances (vigil, 2016). Grievance handling

procedures differs from one corporate entity to another depending on the nature, capacity as well as

managerial practices and leadership styles prevalent within such organization. in some organization

grievance handling procedure may consist of open-door policy or a process characterized by step-ladder

policy. a policy of open-door grievance handling procedures consists of a situation whereby the employee

is expected to address his grievances directly to the top managers of the business. This approach can only

be achievable in small sized 45 firms given the fact that the level of accessibility and distance between the

employee and the top manager is little. However, in most big organization top manager rarely has time for

complaint and are busy with other mush bigger organizational challenges (bagraim, 2017). in some case

the office of the top manager is most often not located in similar locations with other employee, hence

they often engage in delegate grievance handling procedure and practices. in some case employee may

even feel shy or threatened to approach the top managers and present their grievances to them, however

the step ladder policy often revolves towards a policy that ensures a step by step organizational grievance

policies in order to ensure that their compliant are addresses. This process ensures that employees are

often presented with the option reporting their compliant or grievances directly to the closest supervisor

who most often engages in serial of process that ensures that these grievances are addressed (bamberger,

2013). When the supervisor fails to address these grievances, the employee may them can engage the
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chief executive directly on the issue being discussed. These grievances handling procedure is one of the

universally adopted procedure especially by most multinational organization used in collective bargaining

agreements (cbas). The step by step approach follows system that ensures the addressing of employee

grievances from the lowermost level to the highest level of conceivable resolution. When this process

fails then an unbiased third party may be involved (doyle, 2015). The benefits of grievance handling

mechanisms in the organization cannot be overemphasized especially in its role in assisting management

to raise the commitment and dedication level of employees in the organization through a renowned

conflict management as well as disagreement resolution method (lewin & peterson, 2014). Management

of the organization always should aware regarding the action and words for workforce (Westin & Feliu,

1988:229).To motivate the employees there are few factors which are responsible for determining that

case include employee absenteeism focusing the aspect for that situation.

Such factors include:

• Time period of bad attendance being recorded

• Turnover reasons

• Nature of job

• Workforce attendance record

• Whether the employer has a clear disciplinary policy relating to absenteeism, which is known to all

employees and which is applied fairly and consistently, and Effective grievance mechanism reduces

tendencies for employee turnover as well as diminishes pressures, doubts and other unsettled

disputes in place of work (Saundry, Cradle & Thomas, 2013).

1.1 Theoretical Foundation of the Study

This study is a tie-up with two organizational theories which becomes helpful for the

organizational purpose.

Theories of Motivation
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The theories of motivation always being categorized in two sub categories .content theories and

second are process theories (lguisi, 2009).In content theories which are consists of those theories which

motivates person by energizing way. In content theories most promising theories are Maslow hierarchy

of needs, Herzberg’s theory also said as two factor theory and david Mecalled theory name as 3 factor

theory.

2.1.1 Herzberg’s Two-Factor Theory

Frederick Herzberg’s motivation theory will support that research. Frederick Herzberg’s two-

factor theory showed that human behavior is influenced by two sets of factors which are the satisfaction

factor and the dissatisfaction factor. He believes that those factors result in human motivation and job

satisfaction in the workplace and the absence of them does not cause dissatisfaction but not motivation

either. Based on the theory, Frederick Herzberg also pointed out the two components which contribute to

the state of satisfaction and dissatisfaction, called motivator factors and hygiene factors (Herzberg, 1987).

2.1.2Maslow Hierarchy of Needs

The theoretical perspective of Maslow in the stance pf research which implies towards the

motivational aspect of employees. Abraham Maslow (1908–1970) a well renowned researcher who

worked and study the perspective of employees towards motivating them well known American

psychologist his theory of Hierarchy of Needs is the most famous motivational theory.. The theory

illustrates five different stages of human needs in hierarchic order, starting from the most basic to the

most complex ones. In a survey “Review of General Psychology” published in 2002, Maslow was

named among the tenth most famous psychologists in the 20th century, there are some needs fundamental

to human beings, and without their existence nothing else matters. We – living persons – consider needs

as a motivator. We always start with the lowest level of needs (Skemp-Arlt&Toupence, 2007) and strive

for satisfaction fulfillment; once achieved, we are then looking to satisfy higher needs. “a person cannot

move to the next level of needs without satisfying the previous level” (Maslow,1954) Maslow’s

Hierarchy of Needs is often described in a pyramid shape with the largest and most elementary levels of

need at the bottom, and the need for self-actualization at the top (Steere,1988). “Maslow used the terms
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‘physiological’, ‘safety’, ‘belongings’ and ‘love’, ‘esteem’, and ‘self-actualization’ to describe the pattern

that human motivations move through (Drakopoulos and Grimani, 2017). The goal of Maslow’s theory is

to attain the highest level of the stage: self-actualization needs” (McEwen & Wills, 2014).This theory of

motivation is cater as the most famous theory being used by the various researchers. Maslow hierarchy of

need basically deals with the needs of human. Human need from the lower to top level in shape of

pyramid. The spirit of that theory believes that satisfied need will no longer motivate human

 Physiological Needs:

The need of the basics starts with the life of human and onwards includes food cloth

shelter furthermore the real necessity of life without that life can’t be lived. These are the

megacities of life for survival of human. And these all factors are helpful to influence the human

positive or motivated behavior. Because these need are important for survival of human and also

influencing factor of any human to motivate them towards positive thinking. Once physiological

needs are satisfied, they no longer motivate the man.

2. Safety Needs:

Once physiological needs become balanced through satisfying. The safety need are

required for the protective environment, protection form danger either it could be physical or

mental once these are the preferable needs to be fulfils. Similar to physiological need to make

satisfied the human nature.

3. Social needs:

Man is a social animal this is the basic reason they prefer to socialize with surroundings and belongings

due to socializing and belonging factor, human being always prefer to work in a group to be well

motivated and remains well focused.

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4. Esteem Needs:

these needs are required when person also want to be respect in self sense or in other words self respect is

more important, for fulfilling theses needs always leads with the better self confidence and abilities along

with well focused strength become useful for the betterment of any organization

Self-Actualization Needs:

1. This is the lower level or maybe the level of initial stage at that stance of life human being

required maximum need to remains satisfied. in short this is the need which required to be

fulfilled.

2. Self actualization term coined by goldstone to actualize the potential of good. This is the ability

or perception which makes the person always be well motivated.

There Are Some Ways Which May Criticized With Respect To Following Theory

1. The following of need may or may not be inclined so the chance of mixing being also

placed like the satisfaction of social nee will not be fulfilled by exploring safety need.

2. In all the department or places the priority table can’t be implemented.

3. Man’s behavior being evaluated most of time being also with respect to multiple ways

hence the level of perception needs to be well satisfied should always be one time

4. in case of low level of motivation in employees like person who is not well according to

health become unemployed always be satisfied until or unless he get the required

maintained supply of food remains in stable condition.

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The theory of Maslow received lots of appraise from the different researcher in side research

world. Because the theory of Maslow has a logical reasoning which implies that the major need is

more important to fulfils other needs of life.

2.2 Definition of Employee Motivation

The term motivation implies that in a border sense the factors which cause or makes a person

behave more constantly in a positive manner. The motive behind that why to behave we not only have

specifically reasons or cause to behave but we infer existence that makes actually to behave positive

manners (Lipman, 2014).

2.3 Importance of Employee Motivation

In organizations no matter about size and the way of technology being used inside of any organization

the all reason behind to maintain that way of doing business with the present of current competitive

business environment. The use of this technology just for the organizational perspective because every

organization has an aim to build aim and objective and make sure to achieve them in very positive and

competing business environment.

In the difference aspect of companies through which become responsible to maintain strong

relationship between top management and employees for the achievement of effective productivity and

growth for company (adi, 2000,anka, 1988, rothberg, 2005).today’s business environment in which

companies are facing environment which is employee retention. now onwards the companies should have

to play an important role for the employee perspective to make them motivated towards work.

Motivation is one of most important factor to enhance the productivity of any organizations because once

the morale of company’s force is high then the result will always be positive. Now a day’s many

organization thinks about the way to enhance the performance of organization which would be the key

aspect of organizational profitability along with the productivity.

Thus motivating workforce is more important for the growth on single bases as well as good for

the organization. From all important aspect for the betterment of workforce of any organization
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motivating employees is also major factor for the betterment of any organization to increase the

productivity and to enhance the graph of growth (pavliuk, 2017).

CONCEPTUAL FRAMEWORK

This conceptual framework adopted from [ CITATION MdN16 \l 1033 ][ CITATION Loi13 \l

1033 ].

H1 connection between worker Conflict and Employee Motivation

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The factor of motivation totally depends upon how the conflict being operated or handled

by competing, accommodating, avoiding and in the end compromising these are helpful aspect for the

companies to handle the senior which implies that motivation OF WORK FORCE has a positive impact

on worker conflict.

H2 Relationship between Employee Retention and Employee Motivation

In the phase of hrm inspiration is all time important aspect for the productivity of organization

and for the better performance from employees, because retention of employees depends upon motivation

aspect., it’s true that other factor also important like culture, empowerment and intention but at the result

these other aspects will not be helpful for creating a sense of belonging for the organization. Thus

employee retention is directly proportional to employee motivation.

H3: Relationship between Employee Intentions an Employee Motivation.

Moynihan, landuyt (2018) investigated he examines result according to the finding that

the impact of job satisfaction, pay, promotion have great impact on job satisfaction once an

employee become satisfied then there is a positive high chance that employee remain at his place

with full motivation with his work.

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