Risk Management: When Volunteers Require Extra Attention Volunteer Management Conference September 27, 2017 Debbie Cushman Associate Director mnliteracy.org

Your Presenter

Why Risk Management? Stress and conflict happen Placement is not always perfect To be intentional about exercising communication muscles We work with… people! mnliteracy.org

Unwelcome Surprises mnliteracy.org

Four Tools for Difficult Volunteer Management Situations Identify Challenges Consider KSAOs On-The-Level Communication Giving and Receiving Feedback mnliteracy.org

1) Challenge Identifier: INDIVIDUAL LEVEL Logistics Experience Personality / Style Training Non-Work Issue mnliteracy.org

Activity Section 1 mnliteracy.org

2) What are KSAOs? mnliteracy.org

Activity Section 2 mnliteracy.org

3) “On-The-Level” Communication (McLagan & Krembs, Berrett-Koehler Publications, 1995) Respect Shared Responsibility Purpose Directness Treating others with dignity and consideration for their thoughts, feelings, and opinions Stating honestly and openly what you know, think, feel or need Identifying what you want to accomplish and adjusting actions and words as needed to reach desired outcomes Ensuring two-way communication that focuses on achieving positive, mutually satisfying results mnliteracy.org

Activity Section 3 mnliteracy.org

Another View of “On-The-Level” Purpose Directness Respect Directness Respect Shared Responsibility mnliteracy.org

4) Giving and Receiving Feedback: Six Communication Skills Receptive Skills Observing Listening Empathizing Expressive Skills Questioning Describing Concluding mnliteracy.org

Channels of Communication Text Email Phone In person mnliteracy.org

Giving & Receiving Feedback: Common Problems Sender mistakes Vagueness Shutting Down Anticipation Receiver mistakes Expecting the worst Counterattacking Passiveness mnliteracy.org

Cross-purposes in delivering feedback High Buries the message “On The Level” Respect for feelings Creates defensiveness Low High Directness mnliteracy.org

Activity Section 4 mnliteracy.org

TIPS: Delivering & Digesting Tough Messages Don’t wait too long. Discuss problems before they become too big. But… define your view of the problem or relationship before discussing it. When receiving a tough message, focus on active listening. Focus the discussion on the problem, not the person. Get both sides involved in developing an action plan. mnliteracy.org

Summary Identify challenges Clarify KSAO requirements Main principles of On-The-Level Feedback: directness v. respect It takes practice! mnliteracy.org

Successful Risk Management mnliteracy.org

Questions? Debbie Cushman Associate Director dcushman@mnliteracy.org (651) 251-9095 mnliteracy.org