In order to get at the heart of the matter, the steward has got to speak with the member and find out exactly what happened. If a steward is going to follow-up the problem, he or she has to be sure what happened. Most of this information will also be needed on the grievance form. Get dates and time as accurately as possible. In answering this question, you may have to sift conflicting opinion to get at the facts.
More Tips Do it in person and spend time .
Asking the five W's may not be difficult. Getting useful answers is another story. Your member may be so hot under the collar that you may have to wait a few minutes before he or she can settle down and tell you the whole story accurately and factually. Take notes . Always take notes.