1. Risk Management: When Volunteers Require Extra Attention
Volunteer Management Conference
September 27, 2017
Debbie Cushman
Associate Director
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2. Your Presenter

3. Why Risk Management? Stress and conflict happen
Placement is not always perfect
To be intentional about exercising communication muscles
We work with… people!
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4. Unwelcome Surprises
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5. Four Tools for Difficult Volunteer Management Situations
Identify Challenges
Consider KSAOs
On-The-Level Communication
Giving and Receiving Feedback
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6. 1) Challenge Identifier: INDIVIDUAL LEVEL
Logistics
Experience
Personality /
Style
Training
Non-Work
Issue
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7. Activity
Section 1
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8. 2) What are KSAOs?
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9. Activity
Section 2
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10. 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
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11. Activity
Section 3
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12. Another View of “On-The-Level”
Purpose
Directness
Respect
Directness
Respect
Shared Responsibility
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13. 4) Giving and Receiving Feedback: Six Communication Skills
Receptive Skills
Observing
Listening
Empathizing
Expressive Skills
Questioning
Describing
Concluding
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14. Channels of Communication
Text
Phone
In person
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15. Giving & Receiving Feedback: Common Problems
Sender mistakes
Vagueness
Shutting Down
Anticipation
Receiver mistakes
Expecting the worst
Counterattacking
Passiveness
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16. Cross-purposes in delivering feedback
High
Buries the message
“On The Level”
Respect for feelings
Creates defensiveness
Low
High
Directness
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17. Activity
Section 4
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18. 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.
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19. Summary Identify challenges Clarify KSAO requirements
Main principles of On-The-Level
Feedback: directness v. respect
It takes practice!
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20. Successful Risk Management
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21. Questions? Debbie Cushman Associate Director dcushman@mnliteracy.org
(651)
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