1. “Something is Not Right Here!”: Redirecting the Passion of a Volunteer
Wisconsin Volunteer Coordinators Association
May 2017
Barry Altland, Facilitator
Head, Heart and Hands Engagement Collective
Winter Garden, FL

2. “But wait, there’s more!”
“Set it and forget it.”
“But wait, there’s more!”

3. What is the potential pitfall of the “set it and forget it” approach to engaging volunteers?

4. The Volunteer Life Cycle
Attraction
Discovery
Engagement
Sustainment
Redirection

5. Leadership

6. How frequently do you have opportunity to share in meaningful conversations with volunteers?

7. Sustainment: Continuous Sharing to Keep the Passion Alive
Feedback is
a series of informal, on-the-spot interactions with others to acknowledge work performance for the purpose of recognition or improvement.
pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

8. R-B-I/B-I-F Feedback Model
Recognition
Behavior
Impact
When delivering feedback for recognition:
Describe the behavior
Explain the impact of the behavior
Capture attention with a superlative word
When delivering feedback for improvement:
Behavior
Impact
Future
Explain the impact of the behavior
Provide guidance/recommendations
Describe the behavior
pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

9. R-B-I/B-I-F Feedback Model: Skill Practice
Recognition
Behavior
Impact
When delivering feedback for recognition:
Describe the behavior
Explain the impact of the behavior
Capture attention with a superlative word
When delivering feedback for improvement:
Behavior
Impact
Future
Explain the impact of the behavior
Provide guidance/recommendations
Describe the behavior
pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

10. Sustainment: Continuous Sharing to Keep the Passion Alive
Coaching is
Conducting regularly scheduled one-on-one discussions between the leader and the team member that are focused on performance and development.
pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

11. Coaching Questions: Skill Practice

12. “What keeps you coming back as a volunteer?”
#1 Coaching Question a Leader May Ask . . .
“What keeps you coming back as a volunteer?”

14. Redirecting the Passion of a Volunteer
How do you, as a leader, react when a volunteer is not meeting expectations?
Becoming a Volunteer Performance Analyst, pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

15. Redirecting the Passion of a Volunteer
Becoming a Volunteer Performance Analyst, pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

16. The Volunteer Performance Analysis Model
Internal: Not enough practice
Internal: Continue preparation using The Task Competency Model
Don’t Know
External: Not well prepared
External: Develop/use onboarding tools
The Volunteer Performance Analysis Model
Internal: Personal limitations
Internal: Redirect volunteer to a different role
Performance Shortfall
Can’t Do
External: Barriers to service
External: Address roadblocks/barriers to service
Internal: Chooses to not follow rules
Internal: Refer to Parting Ways With a Volunteer
Don’t Care
External: Something changed
External: As a leader, look within/ continue development
Becoming a Volunteer Performance Analyst, pp , “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

17. What questions do you have?
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18. Engagement happens one person at a time.
Head, Heart and Hands . . .
Engagement happens one person at a time.
p. 68, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

19. “Something is Not Right Here!”: Redirecting the Passion of a Volunteer
Wisconsin Volunteer Coordinators Association
May 2017
Barry Altland, Facilitator
Head, Heart and Hands Engagement Collective
Winter Garden, FL