MANAGING DIFFICULT PERSONALITIES Maralee Self... · “Dealing with Difficult Employees.”...
Transcript of MANAGING DIFFICULT PERSONALITIES Maralee Self... · “Dealing with Difficult Employees.”...
MANAGING DIFFICULT
PERSONALITIES Presented by Maralee Self, CVA
Volunteer Coordinator
Hospice of the Sandias
Albuquerque, NM
Be Proactive
Meet and Interview
◦ Why?
◦ Purpose of hospice?
◦ Volunteer experiences?
◦ What do you see yourself doing?
◦ What gifts do you bring?
◦ 5 adjectives that describe you
Close the Interview
◦ I will be in touch
◦ Perhaps this is not a good “ fit” or match
Application and Requirements
TB testing
Drug testing
References
Fingerprinting
Length of Commitment
Training
◦ Getting to Know You
◦ Interest & Responses
◦ Job Description
◦ Code of Conduct
◦ Communication requirements
◦ Evaluation
◦ Chance to “opt” out
You have a plan
Program is organized
You are prepared
YOU the Supervisor
Form and Maintain Relationships
Opt out period
SHOW the way
Expect Improvement
DIFFICULT PERSONALITIES
THE WHINER
MR. KNOW-IT-ALL
MISS LONELY, MISS NEEDY
THE CLUELESS
ALL TALK-NO ACTION
ALL BURNED OUT
CONFLICTS!!
Japanese saying
I am right and you are wrong.
I am wrong and you are right.
We are both right.
We are both wrong.
SOLVING CONFLICTS
CLEARLY UNDERSTAND THE PROBLEM
BE GENUINE ABOUT SOLVING THE PROBLEM
BRAINSTORM ABOUT RESOLUTIONS
WIN-WIN IS A WIN FOR YOU
PAST RESOLUTION
Re-visit & Document
Clear Expectations & Document
Consequences & Document
Sign & Date Agreement
FIRING A VOLUNTEER . . .REALLY?
Get used to the idea
Areas of concern
Policies
Give Notice
Investigate/Determine
Application
CASE STUDIES
Let’s test our skill!
THE END
“Life is not about waiting for the
storms to pass...it's about learning
how to dance in the rain!"
- Vivian Greene
Bibliography
Lee, Jarene Frances and Catagnus, Julia M. What we learned( the hard way) about Supervising Volunteers. Philadelphia: Energize, Inc., 1999, Chapter 6, pp 71-92.
“5 Steps to Deal with Difficult Employees.” www.entrepreneur.com/article/201950
“Dealing with Difficult Employees.” management.about.com › ... › Managing People › Employee Motivation
“Dealing With Difficult Volunteers.” im.dev.virginia.edu/wp/.../files/2011/11/Difficult_Volunteers.pdf
“Know Your Boundaries.” www.volunteerhub.com/blog/know-your-boundaries/
“A Few Pointers on the Unpleasant Topic of Firing Volunteers.” www.serviceleader.org/leaders/firing
“How to Fire a Volunteer and Live to Tell About It.” www.casaforchildren.org
Other Resources
“Firing a Volunteer.” www.volunteerfd.org/recruitment/articles/245105
“Firing Volunteers.” www.netplaces.com
“5 Tips for Dealing with Difficult Volunteers.” Handsonblog.org/2011…/5-
tips-for-dealing-with-difficult-volunteers
“Ten Steps to an Exceptional Coaching Discussion.”
www.yourofficecoach.com/