Tips for Resolving Problems Informally

We say it all the time in Steward Training, as Union Representatives, we are here to be problem solvers. If a member has an issue, we want to find the solution. Sometimes, the best way to solve a member’s problem is by working it out with a supervisor or a manager before we file a grievance. Here are some tips for having successful conversations to resolve issues for our members:

Before an informal discussion:

• Find out what the involved member(s) want.

• Explain to the member(s) involved sometimes we can work things out before formally writing a grievance.

• Anticipate what management is likely to say, and think about how to respond.

• Explain to the member(s) that because of your training it’s often best for the steward to do most of the talking.

At the informal discussion:

• Set the right tone for a calm, non-confrontational conversation.

• Explain that your goal is to see if the issue can be resolved informally.

• Remind management that by resolving issues early, they can avoid further employee dissatisfaction.

• If management issues discipline, ask them to explain why.

• Listen.

• If necessary, caucus with the member(s) privately, before continuing the discussion.

• In some cases, ask the member(s) to explain what happened and/or their feelings about the case.

• Point out the strengths of our union’s position and weaknesses in management’s.

If management is open to settling the issue:

• Try to find out what settlements the supervisor might agree to.

• Don’t make any agreements without talking with the impacted member(s) first and getting their approval.

• When you reach a settlement, make sure that everyone affected understands the agreement.

• Put the settlement in writing if it is complicated or if it will be helpful (to reference the agreement) in the future.

If management is not open to settling the issue:

• Don’t keep arguing.

• Learn as much as you can about management’s position.

• Take notes after the meeting, especially about management’s version of what occurred.

• Make sure that you understand management’s position.

• Inform management that our union will file a grievance and end the meeting.