…and, perhaps most importantly, front-line leadership is not excluded from participating as well. The perfect customer service employees do more than seek to meet expectations: They have positive attitudes, patience with customers, and display politeness to all. Yet the expenses associated with adversarial labor-management relationships are real and not commonly quantified. The few, however, who represent labor and management for their agency may want to look in the mirror and ask themselves if the best and most respected managers and employees in their organization would approve of their perspective and tactics. Their union local had, by their reckoning, become a club for malcontents. He was challenging my interpretation of “management rights” as defined in statute and interpreted by the Federal Labor Relations Authority. This one-day workshop aims to improve the employee representatives’ knowledge of their typical duties, responsibilities and good practice and develop their skills and confidence in a way that help improve their effectiveness in role. All of this leads me to wonder whether a more democratic union is actually a better one in the eyes of the bargaining unit they represent. They have been replaced in the union hierarchy by others – both angry and not. Mansfield As agency officials had predicted, they were somewhat obnoxious. At these Federal activities, labor representatives often advance into HR positions and supervisory roles, carrying with them a firm command of union perspectives and operations. endstream endobj startxref What makes for an effective union representative? My most esteemed colleague responded to my characterization of those two by saying, “They are just a reflection of us.”  I cannot forget that moment. They asked if I could be of assistance in helping to marginalize and contain these unpleasant and demanding people. I, of course, was not immune. Arbitrations and unfair labor practice charges were common at our (now defunct) shipyard. Employee representation is an essential element of most successful business. When I worked for the (now defunct) Charleston Naval Shipyard, managers excluded the union from decision-making meetings unless forced to do so. I have been teaching basic labor law to Federal audiences for decades since leaving that job. The key to keeping your customers happy is making sure they speak with a good customer service representative. As I look at Federal labor-management relations decades later, Neville Chamberlain comes to mind. NG21 0HJ, Registered in England and Wales They can represent employees in forums and other settings where they can show their creativity and negotiating skills. Open, the Federal Government will begin a phased transition to normal operations in line with the national guidelines to Open Up America Again. A refund, replacement, extra assistance or gift may be in order. Perhaps it’s the one who projects concern for their agency’s mission and wants to work with managers to best achieve that from their constituents’ perspectives is a better representative. In another place and time, a jointly-attended basic labor relations class was disrupted by the local union president. 2175 0 obj <> endobj … About a year after that job, I got a call from a recently elected local president of that same local. Is the best union leader the one who takes no prisoners and fights for every inch of employee rights and convenience? 2. They were similarly out of touch with their front-line supervisors. Fewer clients want union officials invited to attend my management seminars. For Whom The effective employee representative plays a critical link between staff and management, helping both to understand the others views and perspectives. Use the tools provided by management to meet the customer's needs. Our style was different – they were volatile, were we well-mannered. Once, an agency client approached me regarding their aggressively adversarial union leadership. For several years prior to this career, I represented the Department of the Navy in its dealings with three labor unions that represented over 6,500 employees. (By comparison management is the equivalent of an authoritarian regime.) Nottinghamshire “Managers are evil” and “Unions are a plague” seem to dominate any conversation on this subject. What if union leadership included ambitious workers who want to advance into leadership positions? My contact suggested that most bargaining unit (represented) employees were also turned off by the union’s leadership. By the same token going into labor relations with a game plan of “Winning is everything”, may create and/or embolden the very monster we intended to slay. Ransom Hall Here are the top employee qualities: 1. The same questions arise. He reported that the new local leadership was making a tangible difference and believed that their national union’s training and advice was more adversarial than useful. Along with everyone else, the union officials in question attended these cafeteria-filled events. To improve success and efficiency in role and to reduce dispute over legislation or proven good practice it is beneficial for Employee Reps to have a good understanding of their role and duties and the key legislation they may be involved with. %%EOF The managers and union representatives attending became very nervous. They heard grievances (and there were many) but did not see the prospect of preventing them by making efforts to better integrate themselves with the workforce.