Should you be "tough," or a "nice guy (gal)?" There is no right way that works for everyone in every situation. Some experienced representatives normally take a firm, tough approach. Others take a friendly approach that tends to relax the supervisor.

Either approach can get similar results.  However, sometimes being too tough or insistent will get a supervisor defensive and afraid to agree to anything or get them mad and just start an argument. On the other hand, being a "nice guy" with a supervisor that bulldozes over a member's rights and tries to dictate everything--even control the whole grievance meeting--is a waste of time.

 

You must use a style that you are comfortable with. You won't convince anyone how tough you are if you fake it, especially if normally you are easygoing and friendly. Also, if you feel very strongly about a grievance and are a direct "no-nonsense" person, you shouldn't try to fake being nice. It won't work very well for you.

 

See what style is most needed in each situation. On a simple item that doesn't seem to   be the supervisor's fault, and should be easy to settle, you can be easy going. But on a serious grievance, like harassment, you may have to be firm and willing to ask tough questions and defend the grievant from a hostile supervisor.

 

Let the supervisor know that if the grievance isn't settled at the first step, you'll probably go to the next step, but that you'd rather resolve it. Ask the supervisor what he thinks would be a good remedy if he disagrees with yours.

 

Ask them why they can't agree to your remedy. Maybe one part of it is not agreeable or maybe they need something in return for giving the remedy.

 

• Summary (Checklist)

 

• Use a style with which you are comfortable.
• Use a style that fits the situation.
• Conduct the meeting in a businesslike manner.
• Adjust your style if necessary, to how the supervisor reacts. Make sure the supervisor knows what you want.
• Don't box yourself into only one solution.
• Don't make it unnecessarily hard for the supervisor to agree with you.
• Don't be afraid to switch tactics.
• If a supervisor is trying hard to resolve things, tell them you appreciate it.
• Let the supervisor know you are willing to go further with the grievance if necessary. Sell your remedy.
• Ask the supervisor why they can't agree to your remedy.
• Ask the supervisor for their remedy to the grievance.
• Everything can't be resolved at the first step, don't be discouraged.