NEW YORK NURSE: June 2010

RNs at work

Grievance Interviewing

Q.: I am a new delegate and heard about the “Five W’s” of grievance interviewing. Can you explain?

A.: Employees bring all kinds of problems and concerns to their delegates and an issue is rarely a simple matter. Effective interviewing and investigation entails the gathering of valuable information and facts needed to work out solutions in order to represent union members for due process. The proper handling of an interview can make for a positive outcome.

The “Five W’s” get to the core elements of needed information:

WHO is the employee – name, job title, employee unit/shift and date of hire? Who witnessed the incident or was involved in the situation? Who are the management people involved?
WHAT happened or failed to happen? What did the employee do? What did management say, do, or fail to do? What happened in the past that could have contributed to the situation, including any past negative exchanges or disciplines? What should be done – what is the remedy?
WHEN did the incident happen – the date and time?
WHERE did the incident happen – the location? Where do we go from here? What are the next steps the delegate will take to follow up after the interview?
WHY did the incident happen? This question often generates more opinion than fact, but it is important and the delegate should uncover the facts.

A good interview is a two-way communication that collects information, demonstrates the union’s concern, and involves the employee in taking responsibility to analyze the issue. Delegates are the official face of the union and assured representation of members builds confidence in the union. The NYSNA Grievance Fact Sheet is a helpful tool to use. Ask your nursing representative for a copy.

The NYSNA EGW Program receives many inquiries each month from members who have problems in their workplaces. If you have a question about labor relations at your facility, contact your NYSNA nursing representative. If you have a question you think should be featured in this column, send it to: RNs at Work, NYSNA, 120 Wall Street, 23rd Floor, New York, N.Y. 10005.