Conflict-resolution procedures have a number of steps that begin at the supervisory level. A grievance procedure in a unionized setting and a complaint procedure in a nonunionized setting differ in two major ways. In the nonunionized setting, the employee normally must make a complaint without assistance; an employee who files a union grievance has the assistance of a steward or some other union representative. Second, the final decision is usually made by the chief executive or the HR director in a nonunionized firm, and some firms use other ways to resolve complaints. In a union grievance matter, an outside neutral arbitrator may make the decision at the final step.

Alternative dispute resolution (ADR) procedures take various forms, including mediation, arbitration, and panel, or peer review. ADR is especially used to expedite and resolve discharge and discrimination cases to avoid high litigation costs. Online dispute resolution (ODR) has become a viable option for some dispute adjudication. Some organizations are mandating procedures for processing employee complaints, especially for nonunion personnel and salaried staff. These types of procedures may include mandatory arbitration of disputes when preliminary steps do not resolve the issues. p-635