Many well-intentioned volunteer appreciation tactics actually end up demotivating people. This is one of the reasons why many organizations struggle with volunteer engagement. But there are simple things you can do to turn this around. In this free webinar, Barry Altland, a leading expert on volunteers will show you: - The 6 keys to increasing volunteer engagement - The 2 big mistakes most volunteer leaders make that cause volunteers to disengage - How to build lasting relationships with your volunteers

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9. How Top Non-Profits Get Their Volunteers
to Sustain Their Service
Barry Altland, Facilitator
Head, Heart and Hands Engagement Collective
Winter Garden, FL
http://HHHEngagement.com
Wild Apricot Expert Webinar Series
May 2017

10. Volunteer, Anthony

11. Leadership

12. Motivation: Only Two Types
pp. 11-13, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

13. Touching the Heart
must come from
the Heart.
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

14. Otherliness and its Meaning to Leaders
Otherliness is
pp. 6-7, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
placing the needs, wants and desires of others
ahead of our own.

15. The Volunteer Life Cycle
Attraction Discovery Engagement Sustainment Redirection

16. Discovery
pp. 61-66, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

17. Discovery:
Part of the Guide for Engaging Volunteers
pp. 61-66, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
♦ “What brings you to this event? What attracted you to this organization?”
♦ “Tell me more about your interests and hobbies. What do you like to do?”
♦ “What special skills or talents do you have that could benefit others as you share them?”
♦ “Talk about your passions . . . What gets you really excited about serving as a volunteer?”
♦ “What thought have you given to getting more involved as a volunteer?”
♦ “Describe your career goals. How could serving as a volunteer help you develop professionally?”
♦ “What makes volunteering meaningful to you?”

18. Volunteer, Anthony

19. The Volunteer Life Cycle
Attraction Discovery Engagement Sustainment Redirection

20. Appreciation
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Redefining Volunteer Acknowledgement
Recognition
Reward Incentive

21. Appreciation
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Your Leadership Acknowledgement Tools
Recognition
Reward Incentive

22. Defining Appreciation
Appreciation is
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
A general expression of gratitude
for presence,
demonstrated qualities and characteristics
and overall contribution.

23. pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Advantages and Shortcomings of Appreciation
✓ General expressions as the “go-to”
✓ May ring hollow
✓ May appear out of touch

24. Appreciation Applied
“I’d like to thank
everybody on the team
for being so loyal
to the foundation!
Your continued commitment to serving
those in need really makes a difference
in our community!”

25. Defining Recognition
Recognition is
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
a specific expression provided
in acknowledgment of
having met or exceeded performance expectations;
recognition delivers intrinsic, emotional value
to the recipient.

26. pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Advantages and Shortcomings of Recognition
✓ Uses descriptive words
✓ Leverages operant conditioning
✓ Touches the heart

27. R-B-I/B-I-F Feedback Model
Recognition
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. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

28. Feedback is Recognition; Recognition is Feedback
“Troy, I noticed
how amazing you were today
handing out the water cups
for runners during the 10k race!
Your smile and
words of encouragement
no doubt inspired a second wind
for many in the race!”

29. Defining Reward
Reward is
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
a tangible item provided
in acknowledgement of
having met or exceeded performance expectations;
a reward delivers extrinsic, monetary value
to the recipient.

30. pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Advantages and Shortcomings of Reward
✓ Stimulus to increase
the likelihood of
repeat performance
✓ Touched vs. Felt
✓ One can stand on its own;
other struggles as a lone factor

31. Defining Incentive
Incentive is
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
a factor that drives or enables
meeting or exceeding performance expectations
by providing predetermined recognition or reward;
an incentive may have
tangible or emotional value.

32. pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Advantages and Shortcomings of Incentives
✓ Knows “the deal” in advance
✓ In contrast to no prior agreement
✓ Arrives as a delightful surprise

33. The Volunteer Life Cycle
Attraction Discovery Engagement Sustainment Redirection

34. Discovery and Recognition are Connected
Attraction Discovery Engagement Sustainment Redirection

35. Volunteer, Anthony

36. Coaching and Recognition are Connected
Coaching is
Conducting regularly scheduled
one-on-one discussions
between the leader and the team member
that are focused
on performance and development.
pp. 115-121, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

37. Coaching and Recognition are Connected
Coaching is
Conducting regularly scheduled
one-on-one discussions
between the leader and the team member
that are focused
on performance and development.
pp. 115-121, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

38. Coaching and Recognition are Connected
Coaching is
Conducting regularly scheduled
one-on-one discussions
between the leader and the team member
that are focused
on performance and development.
pp. 115-121, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

39. Coaching and Recognition are Connected
Coaching is
Conducting regularly scheduled
one-on-one discussions
between the leader and the team member
that are focused
on performance and development.
pp. 115-121, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

40. Coaching: The Power of Open-Ended Questions
pp. 61-66, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

41. Sample Coaching Conversation Focus Areas
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Preferences and Pet Peeves
Photo on bulletin board?
Public with the entire team?
Private and one-on-one?
Name in a blog or newsletter?
Personal, handwritten note?
Delivered by executive
leaders?
Cake and balloons?
Social media shout-out?
Subtle and understated?
Knowing they made a difference?
Offered by peers as social recognition?

42. Appreciation
pp. 131-137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.
Rethinking Volunteer Recognition
Recognition
Reward Incentive

43. Discovery, Coaching and Recognition are
Connected
Attraction Discovery Engagement Sustainment Redirection

44. Volunteer, Anthony

45. 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.

46. Head, Heart and Hands . . .
Meaningful recognition happens
one person at a time.
p. 137, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

47. What questions
do you have?
Resources available at http://HHHEngagement.com

48. Barry Altland, Facilitator
Head, Heart and Hands Engagement Collective
Winter Garden, FL
http://HHHEngagement.com
How Top Non-Profits Get Their Volunteers
to Sustain Their Service
Wild Apricot Expert Webinar Series
May 2017

49. #1 Membership Management Software Provider
wildapricot.com

50. Build. Connect. Grow. Membership & more.
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51. THE END