Stage1 – Starting the conversation
This is the first stage, where we listen to members to understand their concerns and the issues that matter to them.
Remember:
- This is the beginning of an unfolding process
- Keep it friendly, open and casual – and short
- If conversation was an onion, this one is the first layer
5 Tips for Better Listening
Say, are you “here to hear”? The first step in “starting the conversation” with our members is to listen. Listening is more than waiting to talk – it's truly hearing the other person. This is harder than we think!
Here are some tips:
- Go for the connection – not the pitch;
- Listen to what is being said – not for what you want to hear;
- Make eye contact, if you feel that's appropriate – or use some other way to convey you are listening, either through sounds or body language;
- Don't respond, rebut or reject;
- Reflect back what you hear.
Open Ended Questions – What to say after “hello”
It's always a good idea to have a set of quick, open-ended questions in your back pocket. Open ended questions can't be answered “yes” or “no.” Instead, they encourage conversation. They create more space for the member to truly share their perspective or opinion.
The ones below can help...
- So what do you do here?
- What do you do in a day?
- What do you like about working here?
- What do you think about that?
- How does that make you feel?
Add your own open-ended questions
Follow Up Tips
Your Member-Engager notebooks are there for you to keep track of anything you might need to record for follow up. Don't use the notebooks to “take notes” while conversing with the member – use them after the conversation to write down any particular item that needs following up.
- Write down the member's top concerns – these are great things to discuss in Stage 2, Continuing the Conversation.
- Write down anything you said you would look into – our memory may not be as good as we think
- Always get back to the member as promptly as you can
Stage 2 – Continuing the conversation
In the second stage, we follow up with members to move the conversation from “listening” to “building connection”. We do this by noticing shared values. Key ideas:
- It's vital to follow up with the member to build connection
- This connection builds a sense of belonging
- Belonging leads to solidarity
- Building connection, belonging and solidarity moves the member along the spectrum of engagement towards deeper affinity for, and involvement in, the union
5 Ways to Build the Connection
Continuing the conversation can be hard. It's easy to start “pitching” our issues or spouting pro-union talking points. Instead, build on what was started in the first conversation. Here's how:
- Follow up is key. Start there.
- Present helpful information based on the member's interests: “When we talked, you said you're interested in health and safety. Here's some info.”
- Keep it human. You might just connect with them on a personal level with no reference to union stuff: “How are things going?”
- Keep the door open. The most important thing is to signal that Member-Engagers are always open to talk. “Get in touch – any time.”
- Keep it short
5 Tips for Better Listening
- Go for the connection – not the pitch (be “here to hear”)
- Listen to what is being said – not for what you want to hear
- Make eye contact, if you feel that's appropriate – or use some other way to convey you are listening, either through sounds or body language
- Don't respond, rebut or reject
- Reflect back what you hear
Open Ended Questions
Stuck in a conversation? Need questions that can't be answered with just “yes” or “no”? Open ended questions can help:
- What do you think about that?
- How does that make you feel?
Add your own:
Follow Up Tips
Use your Member-Engager notebooks after your conversations to track any follow-up (not to “take notes” while you're talking):
- Note the member's top concerns
- Write down anything you said you would look into
- Always get back to the member as promptly as you can
Stage 3 – Connecting the conversation to the union
In the third stage, we follow up with members to connect the earlier conversations to the union more directly. We do this by connecting the sense of belonging and connection to the union and unionism. Key ideas:
- This is where we connect shared values to the union's values
- Show how the union is about belonging and solidarity
- Move the member along the spectrum of engagement towards deeper affinity for, and involvement in, the union
6 Ways to Connect the Conversation to the Union
- Start with the members' interests and concerns
- Show how the members' interests and concerns are expressed by the union
- Present relevant union information to deepen understanding
- Invite the member to a union event or meeting
- Keep the door open. Signal that you are always open to talk about union issues, social issues or even personal ones (if appropriate). “Get in touch – any time.”
- Keep it light, informal and brief
5 Tips for Better Listening
Listening is more than waiting to talk – it's truly hearing the other person. Be “here to hear.” This is harder than we think!
Here are some tips:
- Go for the connection – not the pitch
- Make eye contact, if appropriate – or use some other way to convey you are listening, either through sounds or body language
- Listen to what is being said – not for what you want to hear
- Don't respond, rebut or reject
- Reflect back what you hear
Follow Up Tips:
Use your Member-Engager notebooks after your conversations to track any follow-up (not to “take notes” while you're talking):
- Become familiar with the member's top concerns
- Write down follow-up items
- Always get back to the member as promptly as you can