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Investigating Work Problems
MODULE: Advice and Information to Help You Represent Members in the Workplace

Solving work problems
As a union representative, members may approach you to help them deal with problems that they are experiencing at work. Some incidents are straightforward and relatively easy to resolve while others are more challenging.

Although individual cases vary, the systematic approach outlined in this section will help you achieve your objectives:

1. Investigate the problem
Before taking action on the member’s behalf, it is important to gather as much relevant information as you can about what has happened. This will help to ensure that you clearly understand the problem, build the strongest case and decide on the most appropriate action to take. To do this:

Interview the member. Ask questions to obtain a detailed account of the problem that the member is facing. When you have completed the interview, sum up and double check the major points to ensure that you have understood the situation clearly. Always remember to ask five key questions:

Who? who was involved
When? date and time of incident(s)
Where? the place the incident(s) took place
What? what actually happened; the nature of the problem
Why? the member's explanation of what happened.

(See appendix on pg 8 for tips on interviewing techniques)

Inform the member that you will treat any personal information as confidential unless they say otherwise.

Agree on the best way to proceed and what the ideal outcome would be. Before you can do this, you may have to investigate the case further to gather other relevant information and advice.
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Date added: 2002-11-28
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