Table of content
Introduction
The vast majority of volunteers give generously of their time and energy and are often deeply invested in the mission of an organization. Nonprofit work is emotionally demanding, and conflict with other volunteers is more common than most organizations care to admit.
Unaddressed and unresolved conflict among members of a volunteer team can negatively affect morale. In a toxic or uncomfortable environment, good people may choose to walk away, and for those who stay, the quality of service may be affected.
Why Conflict Between Volunteers Happens
In mission-driven organizations, conflict rarely appears out of nowhere. It typically builds gradually because of a combination of issues that may include:
- Unclear responsibilities. This may happen when there are no ground rules, and it’s not clear if one party is in charge of a job or another, which can lead to duplicated efforts and frustration.
- Communication breakdown. Volunteers may put in time on different schedules and prefer different methods of communication, which can lead to miscommunication and misunderstandings.
- Personality differences. Different personalities can be a challenge among members of any group, and volunteers are no exception.
- Burnout. When members of a volunteer program are spread too thin, they become reactive, and their emotions may get out of control.
- Inconsistent leadership or expectations. Shifting expectations or changes in direction without explanation can have an impact on relationships between volunteers.
5 Strategies for Managing Conflict Between Volunteers
It’s helpful to have a clear process for managing conflict. Here are five strategies that can create clarity and community among volunteers.
1. Address Issues Early Before They Escalate
Volunteer conflict management has to be a priority because the longer the conflict goes unacknowledged, the harder it may be to resolve. Minor misunderstandings can quickly get worse. It’s crucial to prevent resentment from building whenever possible to stop bigger problems from developing.
Waiting for problems to go away by ignoring them is rarely a good strategy. A good way to address issues early is to acknowledge there’s a problem by simply asking, “I noticed things seemed a little strained last week. Is everything okay?” When issues are addressed early, volunteers know the organization values the culture and their contributions.
2. Talk Privately With Each Person Involved
Before trying to talk to people together, give each person involved an opportunity to share their side without others hearing them. Active listening is essential because many volunteers are just seeking to feel heard. Focus totally on what’s being said with empathy and without distraction, and ask clarifying questions.
Remain objective during this meeting and don’t try to defend one volunteer to another. Allow each of the parties involved to share their perspective openly and honestly as you try to find the best solution for everyone concerned
3. Remain Calm And Objective During Difficult Conversations
You must remain calm during difficult conversations and focus on behaviors instead of personalities. If you become reactive or defensive, the volunteer most likely will as well.
Use neutral language that focuses on observed behaviors, not character judgment. Use language like “It seemed like…” or “Help me understand…” This invites an open conversation rather than defensiveness.
4. Clarify Roles, Expectations, And Boundaries
Communicate expectations clearly and clarify the role that each volunteer has. Set respectful behavior standards. When volunteers have clarity about what’s expected of them and know that the same expectations apply to everyone else, there are fewer reasons for conflict.
5. Redirect Volunteers Toward Shared Goals
A good approach for volunteer management is to shift conversations away from personal conflict and refocus on the mission. Most people who have had a chance to express their perspectives and are genuinely committed to making a difference benefit from being reminded to refocus on the mission and ways they can collaborate.
The important thing is to brainstorm solutions and identify the next steps the volunteers can take together or take on a parallel basis with less friction. This doesn’t require the conflict to be fully resolved. It just requires the willingness to keep moving forward and remember that the work and their willingness to serve is bigger than the disagreement.
Warning Signs Volunteer Conflict Is Escalating
Conflict between volunteers isn’t always obvious at first, but there are some warning signs that tension is escalating. Knowing what to look for in a volunteer’s behavior may make it possible to step in before things get significantly worse. Some things to look for include:
- Repeated hostility between specific volunteers, either verbally or in written communication, which is sometimes noticeable in their body language
- Gossip, which may mean people are venting to other staff rather than the person who is upsetting them
- Clique behavior, when volunteers divide into small groups that exclude others
- Passive-aggressive communication, which may be subtle or may include frequent sarcastic comments
- Volunteer engagement is reduced when certain volunteers who were previously enthusiastic begin missing shifts or pulling back from others
- Recurring interpersonal tension, which may be a sign of miscommunication
Unresolved conflict tends to spread, affecting the morale of not only those involved in conflict but also others on the team. Retention and quality of service may be affected over time. Recognizing and addressing problems early can prevent things from worsening.
When Nonprofits Should Consider Outside Support Or Training
Investing in how people communicate is a great way for organizations to be proactive about leadership development. The right time to consider outside support or training isn’t after a crisis; it’s before one occurs. De-escalation training helps volunteers and every staff member recognize when tension is rising, and training provides the skills to respond in ways that reduce conflict.
Communication training for nonprofit teams provides tools such as how to listen without being defensive and how to give feedback clearly, which can help prevent misunderstandings. Conflict management support for nonprofit teams is a way to work through disagreements constructively with the help of an impartial facilitator.
Conclusion
It’s not possible to eliminate disagreement, and sometimes disagreements provide a way to voice different perspectives, which can strengthen an organization and deepen a team’s commitment to the work.
The goal is to handle conflict constructively, to maintain healthy communication, and to protect the organization’s mission and culture. Volunteers contribute a lot to causes they believe in, and in return, organizations need to provide an environment where they feel valued and supported.
