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Inspiring Peak Performance from Your Volunteers Ohio Conference on Service and Volunteerism 2019 October 2019 Barry Altland, Facilitator Head, Heart and Hands Engagement Collective Winter Garden, FL http://HHHEngagement.com Four Questions

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Inspiring Peak Performance from Your Volunteers

Barry Altland, Facilitator Head, Heart and Hands Engagement Collective Winter Garden, FL http://HHHEngagement.com Ohio Conference on Service and Volunteerism 2019 October 2019

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Four Questions

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Question #1: The Value of Feedback

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Motivation: Only Two Types

pp. 11-13, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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Rethinking Feedback; Rethinking Leadership

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Question #2: How Do People React?

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Feedback is a series of informal, on-the-spot interactions with others to acknowledge work performance for the purpose of recognition or improvement. Feedback Defined

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Question #3: Connecting Feedback, Performance and Engagement

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The Volunteer Life Cycle

Attraction Discovery Engagement Sustainment Redirection

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The R-B-I/B-I-F Feedback Model

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

Recognition Behavior Impact When delivering feedback for recognition: Describe the behavior Explain the impact of the behavior Capture attention with a superlative word

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Your “Go-To” Superlative Word

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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Recognition, Behavior and Impact in Feedback

Recognition Behavior Impact When delivering feedback for recognition: “Jose, that was fantastic (R) how you engaged that couple with smiles and a warm tone of voice (B) while you assisted them (B) with their tax return! They now have the peace of mind that they have met their tax obligations (I), while also more deeply connecting to resources available to them (I) right here in their own community!”

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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When delivering feedback for improvement: Behavior Impact Future Explain the impact of the behavior Provide guidance/recommendations Describe the behavior

The R-B-I/B-I-F Feedback Model

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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Behavior, Impact and Future in Feedback

When delivering feedback for improvement: Behavior Impact Future “Joan, I noticed that you were late for two different appointments this week (B). Being on time helps our clients maintain their schedules while also receiving the help they need (I). In the future, please contact the office as far in advance as possible if you are running behind schedule (F).”

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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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

http://HHHEngagement.com > Leader Resources > Rethinking Feedback: The R-B-I/B-I-F Feedback Model

Skill Practice: The R-B-I/B-I-F Feedback Model

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More Ways to Rethink Feedback Replace stale phrases with descriptive Feedback

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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More Ways to Rethink Feedback Consider the environment

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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More Ways to Rethink Feedback Positive and Negative?

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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More Ways to Rethink Feedback Ratio?

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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More Ways to Rethink Feedback The Value of Documentation

pp. 106-114, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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Question #4: Feedback is Recognition; Recognition is Feedback

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“When it comes to Recognition, one size does not fit all.”

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“Extrinsic Motivation is effective only when it is in some way connected to a person’s Intrinsic Motivation.”

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“One Intrinsic Motivation all people share is the desire to Make a Difference.”

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“Feedback is Recognition; Recognition is Feedback.”

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Appreciation

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

Redefining Volunteer Acknowledgement

Recognition Reward Incentive

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Head, Heart and Hands . . . Engagement happens

ne person at a time.

1 for $15; 2 for $20

p. 68, “Engaging the Head, Heart and Hands of a Volunteer,” The Peppertree Press, 2015.

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Inspiring Peak Performance from Your Volunteers

Barry Altland, Facilitator Head, Heart and Hands Engagement Collective Winter Garden, FL http://HHHEngagement.com Ohio Conference on Service and Volunteerism October 2019