This follow-on training builds on the School Rep Induction, giving workplace representatives the skills and strategies to handle members’ queries effectively, accurately, and with confidence. Led by experienced teaching union trainers, the course focuses on practical approaches for listening, understanding, and resolving concerns while knowing when and how to escalate issues.

 

Participants will learn how to:

  • Identify the key facts in a member’s query and ask the right follow-up questions.
  • Provide clear, accurate information on common workplace issues such as contracts, pay, workload, and leave entitlements.
  • Signpost members to appropriate union resources, legal advice, or regional/national support.
  • Maintain confidentiality while keeping accurate records.
  • Manage expectations and deal with complex, sensitive, or emotionally charged situations.

 

By the end of the course, participants will have a proven framework for dealing with member queries, strengthened communication skills, and greater confidence in representing colleagues professionally and effectively.