1. An Employee Appears with a Problem
· Put the employee at ease
· Encourage discussion on the problem
· Let employee tell own story but guide the discussion... Listen intentively
· Give your full attention. Do not create a negative atmosphere
· When employee has finished, ask questions
· Do not personalize the issues. Maintain an objective attitude
· Clarify any doubtful or ambiguous points
· Do not ask questions that will reveal some predisposed decision on how to handle the grievance
· Do not jump to conclusions-investigate thoroughly
· Distinguish between facts, opinions, allegations and assumptions
· Ask employee to repeat story-be aware of verbatim story and inconsistencies
· Probe for weaknesses
· Take notes but not too early or too quickly
· Get names, times, places
· Insulate against being intentionally baited or irritated
· Recap your understanding of what the grievance is and remedy sought
2. The Next Step
· Check grievability or arbitrability
· Check the appropriate contract provisions, rules or policies
· Check the time limits
· Locate and interview witnesses
· Talk to all persons who can shed light on the case, including those the other party will use
· Check the facts on both sides
· Examine and organize all records and documents
· Look at the physical premises
· Check relevant past practices
· Check previous grievance settlements for precedent and guidance
· Check the experience of others in similar cases