INVESTIGATE
FIRST
Remember, a member who’s upset, angry, and frustrated may not always give you
an accurate picture of what happened. A disgruntled member may sometimes
exaggerate and leave out important details. It’s up to you to investigate,
look at the facts, and then decide on a strategy for dealing with the problem.
The first step in your investigation is to conduct effective interviews.
Get the information you need from an upset member after they’ve calmed down,
either by taking them aside and talking for awhile, or by meeting with them
later. Here are some time-tested tips for getting the most information.
* Make sure you’re relaxed — and take
your time. Listening is the key, so control your feelings and concentrate on
hearing what the member says. Write down important facts, including who, what,
when, where, how, why, and the names of any witnesses.
* Encourage the member to "get it all
out" (both facts and feelings).
* Ask questions that can’t be answered
yes-or-no when you don’t understand something or when you need to clear
something up, such as: "Why do you think this happened?" Or,
"Give me an example."
* Once in awhile, repeat back to the worker
what you’ve heard them say. This checks your accuracy and often brings out
overlooked facts.
* Avoid making judgments during the
interview. Form your opinion later, after you’ve gathered the facts.
* Avoid making promises about the actions
you will take. Assure the worker that you will investigate and let them know
when you’ll get back to them. Make sure you do!
* If you don’t know the answer to a
question, don’t guess. Promise the member you’ll find out and get back to
them (and do it!).
A FULL INVESTIGATION
Interview everyone connected to the problem in the same manner. Talk to other
workers, any witnesses, other stewards, even foremen and supervisors. Never
depend on a single version of what happened, if you can avoid it. And remember,
interviews are one way of getting at the facts, but they’re not the only way.
Check documents and records that could help you decide what happened and what
should be done. They include:
*Past grievances, steward’s notes, and arbitration decisions;
*The contract and supplemental agreements;
*Employer policies and work rules, and;
*Information that you may need from the boss.
When you’ve gathered all the facts, then it’s time to put your case together
(if there is one), and determine what strategy (big plan) and tactics (smaller
moves) that can be used to solve it.