There are several practical strategies for improving a labor union’s administration of grievances. One such strategy is the adoption of a servicing approach to dealing with employee grievances. The servicing approach views employee grievances as individual and specific problems that the union leadership needs to address and reach some resolution with management. The servicing model requires the union leadership to work on the resolution without direct involvement from offended employee. This model offers a higher level of professionalism as union stewards are trained in negotiation and mediation strategies. Union stewards are also more intimately knowledgeable of the collective bargaining agreement. Union leadership would also have access to records of previous grievances and the associated settlements. These previous settlement agreements may have relevant precedents that could help resolve future grievances more expeditiously.
The servicing model can also display a higher level of union presence, leading to a higher attitude toward the grievance procedure (ATGP) (Clark, 2013). The ATGP score consists of four areas of union service areas; effect, process, representation, and importance. If the union leadership adequately addresses grievances using the servicing model, employees will see an improvement in the effect component which includes a higher level of dignity, improved job protection, and more equitable treatment. The process component includes the timeliness of grievance resolution. This can be improved by leaving the negotiations to the trained steward under the servicing model. By relying on a trained steward to handle grievances the perception of profession representation is improved. The employee can realize a higher level of importance as union leadership commands the attention of management in timely resolution of grievances.
Some labor unions are transitioning to the organizing model which views all grievances as a group issue to organize around. However, in terms of providing a high level of visible service provided in exchange for union dues, the ATGP score can be higher with servicing model.
- Clark, P. F. (2013). Building more effective unions. Cornell University Press.
