Prepare the case beforehand – Have your facts down in writing. Organize and understand your presentation. Be confidant. Anticipate arguments.
Avoid arguments among union people in the presence of the company – Maintain a united front when meeting with management.
Stick to the point, avoid getting led off on side issues - Insist on discussing the issue at hand and take notes.
Get the main point of the companies’ argument – Try to narrow down the area of difference between the union and the company – look for solutions.
Disagree with dignity - Avoid getting excited, angry or hostile.
Avoid unnecessary delays – Justice delayed is Justice denied.
Settle grievances at the lowest possible step of the procedure - Handle them properly, and don’t pass the buck.
In discipline the ‘burden of proof’ is on management – Insist on the evidence.
Avoid bluffing – Develop a reputation for honesty.
Be prompt - follow through on the grievance – uncertainty causes fear and distrust.
Maintain your position until proven wrong – Avoid hasty conclusion.
...and finally...
12. Enforce the contract!! - Insist that the company live up to the terms of the agreement.