Volunteers are invaluable to many organizations, bringing passion and energy. However, sometimes you encounter challenging personalities that can disrupt team dynamics or hinder progress. Managing these situations requires tact, patience, and clear communication. Here’s how to manage difficult volunteers:
A volunteer may be considered “difficult” for several reasons, often related to behavior, attitude, or performance that disrupts team dynamics or hinders the organization’s goals. Here are some common examples:
- Unreliable: Frequently late, absent without notice, or fails to meet commitments.
- Resistant to Feedback: Unwilling to accept constructive criticism or improve after feedback.
- Overstepping Boundaries: Taking control or ignoring the scope of their role, which can create conflict or confusion.
- Negative Attitude: Complaining, gossiping, or fostering negativity, which impacts team morale.
- Uncooperative: Difficulty working with others or refusing to follow guidelines and processes.
- Lack of Accountability: Avoids taking responsibility for mistakes or shifts blame to others.
Volunteers are there to help, but when their actions undermine team efforts, leaders need to address the behavior while still valuing their contributions.
Managing unreliable volunteers
Unreliability could stem from personal challenges, confusion about expectations, or overcommitment. Give the volunteer space to explain their situation, which could reveal an underlying issue that can be resolved. Have this conversation in private, and be specific about the instances when they were late, absent, or failed to meet commitments. This avoids generalizing and keeps the focus on behavior.
Sometimes a volunteer may have life constraints affecting their reliability. If the issue is temporary or unavoidable, consider offering a more flexible schedule or adjusting their role to better fit their availability. If their unreliability is due to feeling overwhelmed or unsure of their tasks, offer training or additional support. This can increase their confidence and engagement.
If the behavior continues, clearly outline the consequences. This could range from scaling back their responsibilities to asking them to take a break from volunteering. Transparency about potential actions can motivate change.
Handling an unreliable volunteer with both firmness and understanding can help restore their commitment or allow for a graceful exit that’s in everyone’s best interest.
Managing volunteers resistant to feedback
Provide feedback in a private, calm environment. Avoid public situations that could cause embarrassment or defensiveness. Pick a time when both of you are not rushed to allow for a thoughtful discussion.
Start by recognizing their strengths and positive contributions. This helps soften the message and makes it clear that the feedback is intended to help them grow rather than to criticize them personally.
Cite concrete examples of the behavior or actions you are addressing. Keep the conversation focused on the impact of their actions rather than personal traits. For instance, say, “When tasks are done this way, it slows down the process,” rather than, “You’re not doing this right.”
Engage the volunteer by asking for their view of the situation. This encourages dialogue and helps you understand any underlying issues, such as miscommunication or frustration, that may be fueling their resistance to feedback.
Ask open-ended questions like, “How do you think that task went?” or “What would you do differently next time?” This encourages them to self-evaluate rather than feel like they are being judged externally.
Managing volunteers who overstep boundaries
As soon as you notice a volunteer overstepping their role, address it promptly. Delaying the conversation can lead to the behavior becoming entrenched, causing confusion or conflict within the team.
Volunteers often overstep because they’re passionate or want to do more. Acknowledge their initiative while gently guiding them back within the boundaries of their role. If the volunteer seeks more responsibility, explore whether there are appropriate roles or tasks where their skills and enthusiasm can be utilized. This allows them to feel valued while maintaining clear boundaries.
Reiterate the volunteer’s specific role and explain how their actions go beyond the agreed scope. Sometimes, volunteers may not realize they’re overstepping, so clearly outline the expectations and limits of their position.
Help the volunteer understand how overstepping can affect the team, disrupt workflow, or create confusion. For example, taking on tasks without approval may undermine other team members or interfere with overall project goals.
Managing volunteers with a negative attitude
A negative attitude often stems from underlying frustrations. Give the volunteer a chance to express any concerns or grievances they may have. Sometimes, they may feel unheard, overworked, or undervalued. Understanding the root cause can help you address it directly.
Keep the conversation focused on the specific negative behaviors and how they impact the team or project. Avoid labeling the person as “negative” and instead focus on how their actions affect morale or the overall environment.
If their negativity is rooted in feeling overwhelmed or disconnected, offer resources to help them, such as additional training, mentorship, or clearer communication channels. This support can shift their attitude if they feel better equipped to succeed.
Sometimes negativity arises when volunteers feel their efforts go unnoticed. Offer regular positive feedback when you see improvements or efforts toward a more positive attitude. Recognizing their contributions can help shift their mindset.
Managing volunteers who are uncooperative
Uncooperative behavior often stems from underlying issues such as misunderstandings, personal conflicts, or frustration with the role. Ask open-ended questions to understand their perspective and what might be driving the behavior. Sometimes volunteers don’t realize the impact of their actions.
If the uncooperative behavior is rooted in personal conflicts with other team members, consider mediation or conflict resolution techniques. Sometimes a facilitated conversation can help resolve underlying tensions and lead to better cooperation.
Ensure that the volunteer fully understands their role and how it fits into the larger goals of the team. Uncooperativeness can sometimes arise from a lack of clarity about tasks or responsibilities. Clearly outline expectations, processes, and guidelines.
Encourage the volunteer to focus on solutions rather than problems. Ask for their input on how they believe they can better cooperate and work with the team. This approach can help them feel more involved and responsible for their actions.
When the volunteer shows signs of improving their cooperation, acknowledge and encourage their efforts. Positive reinforcement can help sustain behavioral changes. Offer feedback in a way that feels supportive rather than critical.
Managing volunteers who lack accountability
Lack of accountability may stem from being overwhelmed or unclear on how to complete tasks. Provide the necessary tools, training, or mentorship to help the volunteer succeed. This shows them that they’re not left to figure things out alone, which can improve their engagement.
Ensure that the volunteer fully understands their role, tasks, and expectations. Provide written job descriptions or task lists so there’s no ambiguity about what they’re responsible for and the deadlines involved.
Implement a system to track tasks and progress, such as regular check-ins or progress reports. Clear deadlines create accountability by giving the volunteer measurable goals. Regular check-ins also give you a chance to address any potential issues early.
Encourage the volunteer to take ownership of their tasks by giving them autonomy where possible. This sense of responsibility can increase their accountability, as they feel more invested in the outcomes. Let them know they are trusted to handle their role but must deliver on commitments.
When a volunteer fails to follow through, address it directly. Use specific examples of when they didn’t meet their commitments and explain how it impacted the project or team. Frame the feedback as an opportunity for improvement, not as a personal criticism.
Model accountability by being reliable, transparent, and organized yourself. Volunteers will follow the example set by leaders, so demonstrating responsibility and delivering on your promises can inspire them to do the same.
How we can help
Zelos is a simple volunteer management app that helps you provide clear role assignments, simplify scheduling, and track performance. This usually reduces misunderstandings and improves accountability. Centralized communication makes it easier to deliver consistent feedback and address issues like uncooperativeness or resistance to guidance.
With our central management app you are also more likely to keep track of things and address arising problems early. Recognition features can help you motivate positive behavior. Documented performance records will provide transparency, foster fairness, and therefore reduce conflicts.
If you’re looking for practical help on how to manage difficult volunteers, sign up for a free account today and take Zelos for a spin and see if it’s a good fit for your volunteer management needs!