1. DEALING WITH A DIFFICULT VOLUNTEER OR SITUATION AT YOUR PTO MEETING AND BEYOND

2. Challenging Personalities Plan of Action Prevention

3. KEEPING YOUR MEETING ON TRACK Situation Setting the Stage What to Say  Let everyone know at the beginning you are going to keep the meeting on track. If a discussion goes past your predetermined time you will table the discussion until next meeting or ask that person to see you after the meeting.  Encourage members to speak up BUT keep under control and don’t let it get argumentative or repetitive. “Thank you all for sharing but in respect to all we need to stay on task..our next item is…. Manage the Discussion

4. REACTING TO DIFFICULT PERSONALITIES And How to Deal with them

5. WHEN THE PERSON IS:

6. THE AGGRESSOR Behavior  Intimidating, hostile and loves to threaten. Solution  Listen to everything they have to say.  Avoid Arguments  Be Formal  Be concise and clear with your reactions “I see you have a passion for this issue, but in fairness to the group we need to move forward to the next issue.”

7. THE UNDERMINER Personality  Takes pride in criticism and is sarcastic and devious Solution  Focus on the issues and don’t acknowledge sarcasm.  Don’t overreact. Lets keep our focus on the goal at hand and that is to have a great fundraiser!

8. UNRESPONSIVE PERSON Personality  Difficult to talk to  Never revels their ideas Solution  Ask open-ended questions  Learn to be silent and wait for the person to say something  Be patient and Friendly What do you need our board to do?

9. THE EGOTIST Personality  The know it all  This person feels and acts superior Solution  Make sure you know all the facts.  Agree when possible, ask questions and Listen  Disagree ONLY when you know you are right. Lets review the facts at hand…….

10. WHISPERS OF DISCONTENT

11. HAVE A PLAN IN PLACE When confronted stay calm!  Verify the behavior  Document your finding  Have the person making the complaint put it in writing

12. HAVE A PLAN OF ACTION IN PLACE  Handle problem quickly  Let the Coordinator of the project know that there is a potential problem.  Keep Confidential  Tell the person, coordinator etc to direct all calls to you, principal or VIPS Coordinator.  DOCUMENT everything  Investigate Thoroughly  Have a meeting with the volunteer- never do this alone ask principal or another board member to join you!

13. PLAN OF ACTION:  If termination necessary, suggest they bring a spouse or support person with them.  STAY CALM and keep a soft voice during the meeting.  Put the reason in writing.  Make sure the volunteer is clear as to the problem  Have everyone in attendance sign and date  Give a copy to everyone.

14. LETS TALK PREVENTION  Accurate Job Descriptions  Detailed Policy and Procedure (Coordinator Notebooks)  Communication  Training  Recognition

15. FOR MORE INFORMATION GO TO: Lpsvips.wikispaces.com In the handout section