Whether or not employees are represented by labor unions, the supervisor should follow the same general guidelines to resolve complaints or grievances. Among the most important supervisory considerations are to make time available, listen patiently and with an open mind, distinguish facts from opinions, determine the real issue, check and consult, avoid setting precedents, exercise self-control, minimize delay in reaching a decision, explain the decision clearly and sensitively, keep records and documents, and do not fear a challenge. p-635