LISTENING TO VOLUNTEERS:
BEST PRACTICES

VOLUNTEERS = LIFEBLOOD
 “Volunteers are the lifeblood
of the nonprofit sector.
Without the hundreds of
people and the thousands of
hours volunteers so
graciously donate, most
nonprofits would close their
doors.”
(Duke Nonprofit Program, 2007, p. 45)

EVER FEEL LIKE THIS?

SURVEY RESULTS

OVERALL
9%
Listening
13% 39%
Nonverbal
Spoken
Reading
35%
6% Writing

BY GENDER
80
70
60
50
Spoken
40
Listening
30
20
10
0
Female Male

BY GENERATION
60
50
40
Listening
30
Spoken
20
10
0
Baby Boomers Generation X Millennials

WHEN LEADERS LISTEN . . .

WHEN LEADERS FAIL
TO LISTEN . . .

LEADER
WHEN YOU ARE THE

ACKNOWLEDGE RECEIVING
A MESSAGE OR IDEA.

STOP TALKING.

NONVERBALS COUNT, TOO.

A “NO” MIGHT ACTUALLY
MEAN “NOT NOW.”

HAVE REAL-TIME,
TWO-WAY COMMUNICATION
WHENEVER POSSIBLE.

SUMMARIZE TO ENSURE THAT
YOU UNDERSTAND.

WATCH “BUT.”
YOUR

LISTEN TO PEOPLE WHO
HAVE BEEN THERE A WHILE.

REALIZE THAT SOMETIMES
YOUR VOLUNTEERS MAY
JUST WANT TO VENT.

DON’T ASK
FOR SUGGESTIONS IF
YOUR MIND IS ALREADY MADE UP.

WHEN YOU ARE THE
VOLUNTEER

REMEMBER THAT
LISTENING AND AGREEMENT
ARE NOT THE SAME THING.
≠

REALIZE THAT IN MANY
CASES, THE LEADER IS
ALSO A VOLUNTEER.

PROVIDE CONTEXT TO YOUR
COMMENTS OR REQUEST.

LOOK FOR CUES
ABOUT HOW YOUR LEADER
PREFERS TO RECEIVE INFO.

WHAT OTHER TIPS
DO YOU HAVE TO SHARE?

RESOURCES
Barrett, J., Wheatley, D., & Townsend, L. (2007). 50 DOs for everyday

leadership: Practical lessons learned the hard way. Marshall, MI: Humanergy.
Diamond, L. E. (2007). Rule #1: STOP TALKING! Cupertino, CA. Listeners Press.

Duke Nonprofit Program. (2007). Volunteer management [Electronic Version].

Duke Nonprofit Management, 45-46. Retrieved April 25, 2007 from
http://www.learnmore.duke.edu/nonprofit/catalog/spring/sp07_volunteers.
pdf.
Gaillour, F. (2007). Doctor, you don't have to be right to be valued. Daring

Doctors: Leadership and Professional Development for Physicians. Retrieved
March 16, 2009, from
http://www.physicianleadership.com/wp/2007/05/07/have-you-ever-been-
butted-upside-the-head/.
Mao, T.-T. (1968). The wisdom of Mao. New York: Kensington Publishing Corp.


CONTACT ME
Barbara B. Nixon, Ph.D. (ABD)
Assistant Professor of Public Relations
Georgia Southern University
Life Member & Past President of the International Listening Association
(listen.org)
E-mail: bnixon@georgiasouthern.edu

Twitter: barbaranixon

Skype: barbara.b.nixon

Blogs: publicrelationsmatters.com &

listeningmatters.wordpress.com