COMPLAINT HANDLING ON THE SHOP FLOOR: COOPERATIVE RELATIONSHIPS AND OPEN‐MINDED STRATEGIES

Abstract

Managing conflicts between employees and supervisors is a critical issue in maintaining productive labor‐management relations. This study uses the theory of cooperation and competition to specify the nature of the relationship and the flexible strategies that facilitate mutually beneficial solutions to employee complaints. Results based on interviews of supervisors and union employees in a remote site in British Columbia support the hypotheses that cooperative, compared to competitive and independent, goals promote open‐minded discussions of complaints that result in efficient resolutions which benefit both supervisors and employees. Results suggested that developing cooperative goals and open‐minded negotiation skills can help supervisors and employees to create integrative solutions to shopfloor conflicts.