Kayveeyes Desk - The Foundation of an Effective Branch Secretary: Connection and Integrity - 1
Cultivating Authentic Member Relations: Beyond the Formalities
While being friendly and empathetic is a great starting point, a truly effective Branch Secretary goes deeper. It's about building genuine rapport and trust.
• Don't just wait for members to come to you. Be present in the workplace, engage in casual conversations, and make yourself known. Consider having regular, informal "open door" or "chat with the secretary" times.
• When members approach you, truly listen to understand their concerns, not just to respond. Sometimes, just being heard can be a significant comfort. Ask clarifying questions to ensure you grasp the full picture of their situation or complaint.
• Members must feel safe sharing sensitive information with you. Uphold strict confidentiality in all matters, especially personal ones. Your discretion builds immense trust and encourages members to confide in you.
• Beyond solving problems, educate members about their rights, the union's policies, and the grievance procedures. Empower them to understand their own standing and how the union works for them. This proactive approach reduces future misunderstandings and builds member knowledge. The process of handling complaints is a critical skill for any Branch Secretary.
• This isn't just about formality; it's about accuracy. A written complaint provides a clear record of the member's initial statement, which can be invaluable for reference during your investigation and subsequent discussions. Encourage members to be specific about dates, times, people involved, and any witnesses.
• Approach every complaint like a detective. Don't assume. Speak to all relevant parties – the member, any witnesses, and if appropriate, the management (though often you'll gather the member's side first). Cross-reference information. Look for inconsistencies or corroborating evidence. This thoroughness is what gives your argument weight.
• Once you have the facts, you need to construct a compelling argument. How does the situation violate a rule, or a principle of fair treatment? What is the desired outcome for the member? By doing your homework, you transform a member's grievance into a well-reasoned case that is harder for the Official Side to dismiss.
• It's uncomfortable, but sometimes a complaint truly has no merit. In such cases, your integrity demands that you explain this to the member. Do so respectfully and clearly, outlining why the complaint cannot be pursued, perhaps referencing specific rules or precedents. This prevents wasted time and preserves your credibility with both members and the Department.
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