Identifying Challenges & Solutions

Question 1

Identify 3 challenges that VCs face with a eclectic group of volunteers and provide an illustration of the challenge from case scenario.

Answer 1

1. Volunteer acting outside assigned job scope and boundaries - made changes to the design of the brochure even though the committee approved it. He did not inform the team and decided on finalists design by himself.
2. Poor attendance of volunteers
3. Volunteers misusing organisation equipment and facilities

Question 2

Identify 2 communication skills that you may apply when discussing the issue with one of the challenging volunteers and give 2 examples.

Answer 2

1. Verbal communication
   - Keep language simple by using shorter sentences and avoiding jargons
   - Express what is to be said clearly and accurately
   - Use appropriate vocal qualities - voice, tone, pitch and volume to match volunteer’s way of communicating
   - Check understanding that he has understood your message as intended by verifying their comprehension through questions.
2. Active listening.
   - Establish eye contact and focus of him fully
   - Set aside personal judgment and withhold criticism
   - Use verbal encouragers
   - Paraphrase what you have heard

Question 3

Identify 3 principles of collaborative relationship that you should apply when communicating with the challenging volunteer about his behaviours and provide one example of what you should to demonstrate each of these principles.

Answer 3

ANY 3

1. Initiate interaction with him. Go on a conversation and find out why he was unhappy.
2. Treat him with respect. Speak to him patiently and politely.
3. Recognise diversity in volunteers. Use appropriate verbal and non-verbal communication techniques to match his profile.
4. Appreciate his contribution. Express appreciation to him by thank him personally for his contribution during the interaction.

Question 4

Describe 5 ways how you would apply the organisation procedures to manage the challenges caused by the challenging volunteer.

Answer 4

1. Step volunteer aside immediately to discuss the issues privately and objectively before the situation worsens.
2. Allow the volunteer to explain his actions and behaviors and listen attentively to identify his concerns and needs.
3. Explain to him why he was not selected to lead the team and discuss with him the possible solution to resolve the problem.
4. Document discussions with him - complete the organisation incident form and prepare the minutes of the meeting with him.
5. Observe his behavior and attitude and follow up by providing him with relevant training to improve his interpersonal skills.