Leading in a Union Environment
You have just been appointed the manager of a call center with a unionized staff. One of the first things you learn is that the call center has a large number of union grievances and a buildup of management/union conflict. Where do you start? Or better yet what steps can you take to help prevent it from getting to this point?
Firstly, if the company doesn’t have one already, you must create a values statement about how you treat staff and customers. Values statements keep you on track and ensure a high quality, consistent and fair handling of change and conflict.
Secondly, research the history of the union/management relationship. In your research you may hear a list of reasons of why you can’t trust the union and some stories of how previous attempts at meeting with the union didn’t work. Don’t let this discourage you. Keep in mind that the previous poor results may be due to bad handling by management and not solely due to the union. Prior to any meetings try to anticipate all the possible outcomes and prepare for each. Develop your plan and then consult with senior management and/or the labor relations manager. It is very important to remember that your actions will effect not only our department but also other departments within the company.
Call the union business representative to arrange a meeting. The goal is to hear the union’s view as well as to provide an opportunity to get to know each other. Listen objectively. Remember that there is almost a tradition in union/management meetings for both sides to parry. It can be a bit of a cat and mouse game, especially if the union isn’t sure of your sincerity. There are a number of techniques that may be utilized, really to test where you are coming from. Most important, be respectful, courteous and sincere. Keep in mind that the goal is to create the best work environment for the staff who are providing excellent customer service. Don’t plan on any concrete changes to happen during this first meeting. This one meeting will not bring results, as the union will be waiting to see how your words translate into actions. They will be checking back with their members to ascertain if you are sincere and are truly making changes that are helping the staff.
Don’t take the union’s comments personally - remember that they and management both have important roles. Often, it is tempting to think about the union’s role in a negative way and that is often how it is portrayed. If you fall into that trap, it will affect your attitude and it will be evident to the union when discussing issues with them. On the other hand if you respect their role and recognize they have needs that require addressing; it can over time develop into a good working relationship.
Success is very dependent on the call center manager having a positive attitude and a sincere desire to work with the union. Be as open as possible when sharing business objectives with the staff and union executive. Some may be surprised that the union does realize that the business needs are primary and understands the importance of helping the company be successful.
It cannot be said enough but a successful management/union relationship is dependent upon an open, sincere, and respectful approach by the manager.
Posted: January 28th, 2007 under People.
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