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Volunteering at the 2012 Olympic Games: a tenuous psychological contract
Dr. Geoff Nichols: University of SheffieldRita Ralston: Manchester Metropolitan University
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Volunteers at the Olympic Games• 70,000
• Olympics and / or Paralympics
• Tasks organised by venues and roles
• Wide range of tasks
• A critical part of the workforce, and contribution to ambiance
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Research questions
• How do volunteers experience the psychological contract – the ‘deal’
• What components make it untenable?
• Could inform management of volunteers at similar events
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Background• Episodic volunteers – at the
biggest mega-sports event• Very strong motivation to be
part of it• Psychological contract –
influenced by experience
• Programme management will predominate over membership management
• Post-event euphoria
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Recruitment, selection, training
• Apply on line [250,000 applicants]• Interviews – regionally
• Orientation event• Roles training and venue training• Possible test events
• Pick up uniform and accreditation
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Recruitment, selection, training • Months between application /
interview / notification of place
• Few weeks notification of training details
• No expenses or accommodation
• Early / late shifts, announced in May, June
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Methods
• Interviews with 46 volunteers, mainly Sheffield / Manchester area
• February – June 2012
• To cover: – demographics – experience of volunteering process– positive and negative experiences – point at which withdrew – if applicable
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Methods
• Follow-up focus groups in September / October 2012• To cover: – experience of volunteering– expectations exceeded, met or not met– experience of being managed– post-event feelings
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Expectations almost met
• Interviewer lacked skills • Aware of costs of travel and
accommodation – able to plan in advance
• Opted for tent after orientation• Waiting to hear about shifts
[Feb.]
Retired, volunteer at Munich Games
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Still volunteering - expectations strained
• Interview ‘I … felt like I was on some sort of MacDonald’s system’
• Orientation – wrong information / lack of refreshments / ‘all fluff’
• Poorly organised test event• Lack of shift information
Very experienced and current volunteer
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Withdrawn from volunteering
• Interview – could be 20 minutes on phone
• Offered role she did not want to do – not using her skills
• Calculated costs / accommodation / time away – did not ‘stack up’
• Withdrew – but contacts to reconsider – impression of LOCOG incompetence
Third year student – language skills
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Elements of the psychological contract not met /strained
• Costs – travel to the interview, ‘orientation event’, role training, venue training, accreditation and uniform pick up, test events
• The inflexible process of the interview
• Not using volunteers’ skills or experience
• Wasted time and expense
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Elements of the psychological contract not met /strained
• Accommodation – having to find it• Minimal tangible personal rewards: no
complimentary tickets for events
• Volunteers away from the main venues might feel remote from the experience
• A lack of food• Waiting for information
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Elements of the psychological contract not met /strained
• Lack of information – ‘drip fed’• Inaccurate or contradictory information
• Demands of great flexibility• Demanding shift times
• Clash with commercial values• Feeling taken for granted
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At the Games
• Tsunami of positivism – collective enthusiasm
• Overcame previous negative impressions
• Shifts, transport etc – better than expected
• Strong identity as a GM – and as part of small team
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At the Games
• Still some negatives– Variable team leaders– Poor training– Underused – Poor communication – contradictory
information – Working alongside poorly motivated
paid staff– BUT – not the anticipated problems
of transport, shifts, accommodation.
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Further questions
• How does the PC vary by prior experience of volunteering and by personal circumstances?
• How perceptions change during and post-games – more analysis?
• How does an event of this size get the optimum balance between the needs of the event, and the needs of the volunteer?
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Thank you for listening.Questions........
Dr. Geoff Nichols: University of Sheffield [email protected]
Rita Ralston: Manchester Metropolitan University [email protected]