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Many industrial relations decisions are made on the basis of perceptions, including, in some cases, which shop steward to approach to handle a union member's grievance. An analysis of shop steward performance and role conflict suggests that steward effectiveness in relating to members and management can be fostered by providing more time for stewards to perform their duties as union representatives. While training can ease the adjustment to stewardship, its main impact on role performance may be greater information dissemination. Most important, greater conflict in the union-management relationship may lead to fewer resolutions at the first step, lower quality steward-management relations, and a lesser ability to disseminate information. Stewards generally reported that they adopted a rather pragmatic approach to resolving grievances with supervisors. Regression analysis suggests that women may adopt a less-aggressive, more problem-solving approach than men.