A trade union member at a particular workplace, who is elected by the other trade union members in that workplace, to be the link between themselves and management and the wider trade union, and even the community. The shop steward is seen as the "frontline" of the trade union and "the trade union at the workplace". In some trade unions, the term delegate may be used exclusively for that member who is elected to represent the others at the annual or other general congress. The position of shop steward is enshrined in the collective agreement. In that section, there will be words to the effect, that workers from among themselves will be elected to represent their interests before management. The section will also say that such elected workers will be called shop stewards, stewards or delegates, and that their names. Shall be intimated to the management in writing. Because of this formalized arrangement, the shop steward is to be accorded the same respect as the highest ranking trade union official. So important is the position of the shop steward in industrial relations, that ILO Convention No. 135 and its accompanying ILO Recommendation No. 143 speak to the need for "protection of workers' representatives in the undertaking," and of the "facilities to be afforded them". Within the workplace, the shop steward performs the following roles: (a) represents the trade union, and keeps members informed on the trade union. (b) ensures that all workers within the bargaining unit are mobilized into the trade union's membership; (c) ensures that all members are in good standing with the trade union; (d) speaks on behalf of the membership; (e) represents the members in grievances, complaints and other issues with management; (f) keeps members and union officials informed about management's plans and workplace developments. To effectively carry out his or her responsibilities, the shop steward must know among other things, the trade union; workplace membership; the collective agreement; employer's policies and workplace rules; workplace customs and practices; labour legislation; working conditions; supervisors and management, and his or her own strengths and weaknesses. Additionally, to be further able to function effectively, the shop steward should be knowledgeable and competent; able to guide and support; just and fair; trustworthy; convincing; courageous, and a 'model employee'