The most important and most basic skill a Steward needs is good listening ability. Without it, no other Steward's duties can be carried out. Here are some tips on good listening:

 

Silence is golden. You can't listen while you're talking.

 

Look the speaker straight in the eye. It shows that you are concerned. You are also less likely to be distracted by other things around you.

 

Try to find a quiet, private place to talk. It helps a person relax.

 

Don't interrupt - give the member a chance to say what's on their mind. This is especially important if the member is upset.

 

Don't second guess and assume you know what the member is going to say before it's said. If you put words in the member's mouth, you're likely to be wrong.

 

Ask clarifying questions which encourage the member to explain more. This will help you determine the validity of the member’s complaint. It may be a valid grievance or a subject for labor/management. Sometimes the issue can be resolved by talking to shift command.

 

Avoid lecturing. Don't give advice or provide answers before the member has explained the entire situation.

 

Keep cool with the angry member -- two angry people make for big fireworks! Be patient and let the member blow off steam.

 

Repeat or rephrase what the member tells you every now and then. This confirms that you have been listening correctly and shows the member you are listening.

 

Practice good listening - not only with members, but at work and home. You'll be surprised what you can really hear.

 

Tell the truth and always encourage the grievant to tell the truth.