Handling Grievances

Here are 20 points that range from the obvious to the "best practice." Most important, they should serve as a guide for every steward handling grievances.

1.  Know your membership.

2.  Encourage your members to submit all grievances through their representative.

3.  Discourage members from shopping around for a representative.

4.  If the member has a complaint, not a grievance, take the time to explain why it cannot be processed as a grievance and then try to address the issue.

5.  Do not make promises you cannot keep

6.  Know your collective bargaining agreement. Read and reread it.

7.  Get all the relevant facts about a grievance and record them.

8.  Make sure the grievant knows what the issues are.

9.  Be honest with the grievant.

10. Separate personal vendettas from real grievances.

11. Try to settle the grievance early on.

12. Discourage the member from discussing a grievance with management.

13. Try to retain your member’s confidence at all times.

14. Discourage your members from processing their own grievances or settling privately with management.

15. Listen to the grievant — know when he/she is telling the truth.

16. If a worker has an obvious grievance and won’t file it, find out why.

17. Do not take bad grievances.

18. Keep written records of all conversations. You will need them.

19. Set up a filing system that works for you.

20. If you don't know, ask.