last updated: friday, 18 november 2016 · 2016. 11. 18. · last updated: friday, 18 november 2016...

Last Updated: Friday, 18 November 2016

© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach www.mikephillipstraining.co.uk [email protected] 07949 826881

NOT to be Photocopied without Permission 1

Releasing potential through

learning and development

Please take a few moments before the course & complete

‘My Personal Learning Objectives’ in your Workbook

Mike Phillips

Trainer, Facilitator, Consultant and Coach

(Assoc. CIPD, Cert. in Training Practice)

30 Vicarage Road

London

E15 4HD

07949 826881

For details about other course titles

available:

[email protected]

www.mikephillipstraining.co.uk

Follow Mike Phillips Training on:

http://mikephillipstraining.blogspot.co.uk/

www.facebook.com/MikePhillipsTraining

www.linkedin.com/in/mikephillipstraining

www.twitter.com/MikePTrain

Managing Volunteers


learning and development Volunteers are Superhuman!



Course Aim

To enable participants

to recruit, retain and

manage volunteers to

improve the

performance of their

organisation.

© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach

https://www.facebook.com/MikePhillipsTraining

http://www.linkedin.com/in/mikephillipstraining

https://twitter.com/MikePTrain









By the end of today’s course, you will be able to:

Identify good practice for all aspects of volunteer

management

Plan effective recruitment of diverse volunteers


management (inducting and supervising)


management (motivating volunteers)

Learning Outcomes




Define Volunteers and Volunteering

Identify the benefits of volunteering

List the skills and qualities of an effective Volunteer

Manager

Volunteers and Volunteering




“…an activity that involves

spending time, unpaid, doing

something that aims to

benefit the environment or

individuals or groups other

than (or in addition to) close

relatives”.

Compact Code of Good Practice on Volunteering, (2005)

Defining Volunteering







“Informal volunteering is

defined as giving unpaid help

as an individual to someone

who is not a relative.”

“Formal volunteering is

defined as unpaid help given

as part of groups, clubs or

organisations to benefit others

or the environment.”

Home Office Citizenship Survey (2005)

Defining Volunteering




Types of Volunteers

Family or friends

Internships

Long term

Short term – episodic

Student

Virtual Volunteers




Affiliation with the organisation

Asked personally to help

Connected to work

Enjoy type of ‘work’

Making life changes

Personal commitment or

connection to mission – the ‘cause’

Want to learn new skills

Want to meet people

Why People Volunteer






Need

for

Power

Need

for

Affiliation

Need

for Achievement

McClelland’s Motivation Theory

Source: David McClelland



learning and development Motivate

Power

Impact and influence others, work

alone or group, responds to needs of

people or programs

Achievement

Works toward goals, seeks

responsibility, sticks to tasks until done

Affiliation

Personal interaction, works to make

friends



Client Needs

Organisation

Needs

Volunteer

Needs

Balancing the Needs

Source: The Complete Volunteer Handbook







S

M

A

R

T

Specific

Measureable

Ambitious/Achieveable

Relevant/Realistic

Time Bound

SMART Goals



Skills of Effective

Volunteer Manager

Assertive

Competent at leading teams

Credible and able to build trust

Culturally aware

Effective mentor and coach

Effective networker

Persuasive and influential

Politically astute

Proactive

Self-aware

Skilled Communicator




Achieve

the Task

Develop the Individual

Build

the Team

Source:

John Adair’s Action-centred Leadership Model

Action-Centred Leadership

Source: John Adair’s Action-centred Leadership Model© 2016 Mike Phillips Trainer, Facilitator, Consultant and Coach






Pause for Thought

“Treat people as if they

were what they ought to be

and you help them to

become what they are

capable of being.”

Goethe




Welcome Back!




List ways in which we are different

Outline the Volunteer Recruitment Process

Plan effective recruitment of diverse volunteers using

the ‘6 Universal Questions’ Tool

Volunteer Recruitment







Diversity takes many forms. It is

usually thought of in terms of obvious

attributes – age differences, race,

gender, physical ability, sexual

orientation, religion, language.

Diversity in terms of background,

professional experiences, skills and

specialisation, values, culture, as well

as social class, is a prevailing

pattern.

Defining Diversity




Diversity Management

Diversity management should

thus be viewed as an inclusive

concept…it requires one to look

at the mind-set and culture of an

organisation and the different

perspectives people bring to an

organisation on account of their

ethnicity, social background,

professional values, styles,

disabilities or other differences.

Source: United Nations 2000




Policies and Procedures

Short

Booklet

Long Manual

Policies tell people

what to do

Procedures tell them

how to do it







A rationale of why you involve volunteers

Confidentiality, respect, diversity and

values

Recruitment and selection

Relationship between volunteers and

clients

Relationship between volunteers and staff

Role descriptions






Dealing with issues or

concerns

Expenses

Insurance

Recognition

Support and supervision

Training and development

‘Working’ conditions

Name badges

Dress code




Planning and

OrganisingRecruitment

Volunteer

Selection

Induction

and Training

Supervision

and Support

Volunteer Recruitment –

An Overview







Need a strategy

Personal Ask

♦ Charity/organisation web site

♦ Local Authority

♦ Networking

♦ Partnerships

♦ Poster/advertising campaigns

♦ Social Media – Facebook and

twitter

♦ Volunteer Centres

♦ Word-of-mouth

Recruitment




“I have six honest serving men;

they taught me all I knew.

I call them, what and

where and

when and

how and

why and

who.”

Rudyard Kipling

The 6 Universal Questions




Preparing for the Volunteer

ASK:

A volunteer inventory form will help to identify

key attitudes, skills and knowledge needed

Assessment and inventory of tasks, skills and

expectations

Be clear on skills (essential or desirable)

Define a Role Description

Recruitment process, screening and matching







Role Description

Benefits (W.I.I.F.M.)

Key bulleted list of

responsibilities

Location

Purpose/objective and Role

Title

Qualifications

Supervisor and contact

information

Time Commitment

Training/Support Provided




Pause for Thought

“I love strawberries. But

whenever I go fishing I bait

my hook with worms. This is

because fish like worms – not

strawberries”

Dale Carnegie




Welcome Back!







Be aware of communication styles when planning a

campaign


Volunteering and Communication




AIDA

A • Awareness

I• Interest

D• Desire

A• Action




Communication with Volunteers

Be clear

Be personal

Be prompt

Be reliable

Share Knowledge –

impact

Think three emails

and one phone call







Email

Facebook

LinkedIn

Teleconferencing

Videoconferencing

Virtual Meetings

Using Technology




Look for results

Motivated by

challenge

WHAT

Look for

fun/experience

Motivated by

experience

WHO

Look for

trust/security

Motivated by appreciation

HOW

Look for data

Motivated by procedures

WHY

Look for results

Motivated by challenge

WHAT

OPTMISTIC

EXTRAVERTED

PESSIMISTIC

INTROVERTED

DIRECT

TASK ORIENTED - THINKING

INDIRECT

PEOPLE ORIENTED - FEELINGS

Look for

fun/experience

Motivated by experience

WHO

Preferred Communication Styles




FACTS & FIGURES CHALLENGE & RESULTS

Decides after evaluation

Logical

May be self-critical

More concerned with ideas and

principles than people

Wants appreciation for job done – but

does not want to be condescended to

Can be hasty

Decides quickly

Direct

Loves change and challenge

Results oriented

Risk taker

Seeks solutions

PEOPLE & FEELINGS NEW IDEAS & CREATIVITY

Avoids confrontation and conflict

Can be slow to change

Intuitive

Likes to know motivations

Nice

Wants harmony

Fun

Enthusiastic

Optimistic

Unstructured

Can be mischievous

Forms opinions from feelings

People oriented

Communication Style Preferences







Interviewing Potential Volunteers

Consider what you

need to know

Consider what the

potential volunteer

might need to know




George’s

Alarm Clock

Questioning Skills




Pause for Thought

“Knowledge speaks, but

wisdom listens.”

Jimi Hendrix







Welcome Back!





Volunteering and Communication




Application

Interviewing (Inventory

Done)

Matching the volunteer,

the skill and the task

Screening

Set the initial

expectations

Making the Match







Pause for Thought

“Give a man a fish and

you feed him for a day.

Teach a man to fish and

you feed him for a

lifetime.”

Chinese Proverb




Please take a few moments before the course & complete

‘My Personal Learning Objectives’ in your Workbook

Mike Phillips



30 Vicarage Road

London

E15 4HD

07949 826881


available:

[email protected]







Managing Volunteers (Day 2)



Welcome Back!


https://www.facebook.com/MikePhillipsTraining

http://www.linkedin.com/in/mikephillipstraining

https://twitter.com/MikePTrain







MATURE

RAPPORT

Effective

Flexible

Open

Resourceful

TESTING

Guarded

Impersonal

Polite

Watchful

GETTING ORGANISED

Confronting issues

Creating Procedures

Developing skills

Giving feedback

INFIGHTING

Confronting people

Controlling conflicts

Difficulties

Feeling stuck

Opting out

PERFORMING FORMING

NORMING STORMING


Stages of Group Development –

Where are You?



P • Purpose and values

E • Empowerment

R • Relationships and Communication

F • Flexibility

O • Optimal Performance

R • Recognition and Appreciation

M • Morale

Highly Effective Teams PERFORM



Describe you Volunteer Programme and it’s Unique Selling

Points (USP) and ‘sell’ the concept of volunteering to a

range of stake-holders

Use questioning skills when recruiting volunteers

Volunteer Recruitment







George’s

Alarm Clock

Questioning Skills





management (inducting and supervising volunteers)

Volunteer Induction and Supervision




Develops realistic

expectations

Increases volunteer

satisfaction

Limits Turnover

Reduces anxiety

Saves Time for Staff

Sets positive attitudes

Effective Induction







Age appropriate and sensitive to

diversity

Emphasise people as well as policies

and procedures

Encourage exchange and questions

Most important information first

Okay not to know it all – get back to

you for discussion

Partner new volunteers with

experienced volunteers

Volunteer Induction Tips




Supervision

Skills

Active Listening

Effective Questioning

Feedback

Supervision Skills



Pause for Thought

“Coming together is a

beginning.

Keeping together is progress.

Working together is success.”

Henry Ford







Welcome Back!





management (training and developing)

Volunteer Training and Development




“I hated every minute of

training, but I said, don’t

quit, suffer now and live

the rest of your life as a

champion”

Muhammad Ali

Training: Move to Learning and

Development







Three types of Training

Induction

Training

♦ Mission

♦ Goals

♦ Services

♦ Role – tasks to be

completed

Ongoing Training –

Learning and

Development

Volunteer Training





management (motivating volunteers)

Motivating Volunteers




Why to Volunteers Leave?

40% stop due to poor

management

practice:

Poor use of time

Not using skills or talent

Tasks not clearly define

People say often family

or personal reasons







Keeping volunteers is

most influenced by:

providing training and

professional

development

recognising volunteers

screening volunteers

and matching them to

organisational tasks

Keeping Volunteers




“Motivation is the mental

processes, functions or

instincts that produce and

sustain incentive or drive in

human behaviour.”

Source: Reader’s Digest Dictionary

Motivation: A Definition




Hertzberg’s Theory







Source: www.businessballs.com

Biological and Physiological needsBasic life needs - air, food, drink, shelter, warmth, sex, sleep, etc.

Safety needs Protection, security, order, law, limits, stability, etc

Belongingness and Love needs

Family, affection, relationships,

work group, etc.

Esteem needsAchievement, status,

responsibility, reputation

Self-

actualisation Personal growth

& fulfilment

Maslow’s Hierarchy of Needs




Physiological needs: basic human

functions – shelter, food, drink etc.

Provide breaks and ensure that

volunteer expenses are met.

Safety needs: physical security,

security of resources.

Provide a safe volunteering

environment (e.g. H&S / risk

assessments )

Maslow’s theory & volunteering



Belonging needs: friendship,

belonging to a group, feeling needed

Reinforce team dynamics, clarity

on how volunteers are needed

Esteem needs: respect, recognition,

sense of contribution and self value.

Recognize achievements, give

effective feedback, allow volunteers

to feel appreciated and valued


http://www.businessballs.com/






Self Actualisation: quest of

reaching one's full potential

as a person.

Create challenging and

meaningful opportunities for

innovation, creativity, and

progress according to long-

term goals and aspirations.




Motivate with VIM

Vision

Inspiration

Motivation/Momentum



An effective leader should

be able to clearly and simply

share the vision they have

for their project, team,

service or organisation

‘A vision gives meaning and

purpose to your actions. It is

the picture on the jigsaw box

of life’

Vision






Values




Recognition

Appreciation events

♦ Volunteer of the Day, Year,

Long-service Awards etc.

Say thank you

Simple thank you gifts – during

event

Align with organisation

♦ Newsletter

♦ Annual report

♦ Social media and website

Volunteer Recognition



Welcome Back!







What do you see?





management (assertive management)

Assertive Volunteer Management




FOCUS ON

THE FUTURE

EXPLAIN THE

FACTS

OWN THE FEELINGS

Assertiveness Techniques







Broken Record

Context

Technique

identify goal and make a

clear and specific

statement

acknowledge response

whilst maintaining

statement

repeat statement

avoiding getting side-

tracked




Feedback




Feedback Burger

Commend

Recommend

Commend







Pause for Thought

“He that is good with a

hammer tends to think

everything is a nail.”

Abraham Maslow




Welcome Back!




Volunteering: Good Practices

Annual measurement of volunteer impact

Liability coverage for volunteers

Recognition activities

Regular collection of information on volunteer involvement

Screening and matching volunteers to jobs

Supervision and communication with volunteers

Learning and development for volunteers

Training for paid staff in working with volunteers

Written role descriptions, policies and procedures for

volunteers







Pause for Thought

“Change will not come if we

wait for some other person or

some other time. We are the

ones we've been waiting for.

We are the change that we

seek.”

Barak Obama




Please remember to hand in your completed Evaluation Form.

If you’d like to receive the slides from today, please clearly write

your email address on the form provided.

Mike Phillips



30 Vicarage Road

London

E15 4HD

07949 826881


available:

[email protected]







Thanks for your participation!


last updated: friday, 18 november 2016 · 2016. 11. 18. · last updated: friday, 18 november 2016...

Documents