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/