In investigating problems or concerns brought to you by your members, a steward relies heavily on good interviewing skills. Here are a few suggestions on how to conduct a successful interview.

Find the right place and time for the interview;

A steward needs to know convenient places in or near their workplace where the steward and member can talk in private. Sometimes this means taking time at lunch to listen to a member's concern. Try to gauge how much time you will need to spend with the member. If you feel rushed because of time pressures, it is likely that you will not have a very productive interview.

Just the facts…Your primary objective is to get the Grievant to explain the facts of their case.

Listening is not easy; This is particularly true when we feel threatened by what is being said to us--for instance, when we are being criticized. Under these circumstances our normal impulse is to defend ourselves rather than to listen.

Listening requires an active effort to convey that you understand and are interested in what the other person is saying--almost like you are helping them say it. A friendly facial expression and an attentive but relaxed attitude are important. Be sure to restate to the Grievant what they said to you to make sure you have a clear understanding of what they conveyed to you about their case.