1 “Something is Not Right Here!”: Redirecting the Passion of a VolunteerWisconsin 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 CycleAttraction 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 AliveFeedback 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 ModelRecognition 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 PracticeRecognition 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 AliveCoaching 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?”

13

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

16 The Volunteer Performance Analysis ModelInternal: 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?Signed books currently available at a 20% discount off retail today or at

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 VolunteerWisconsin Volunteer Coordinators Association May 2017 Barry Altland, Facilitator Head, Heart and Hands Engagement Collective Winter Garden, FL