Volunteers and staff clash over program decisions. How can you navigate this conflict effectively?

I strongly agree. I would ad that it is important to learn what is at the core of the disagreement. Sometimes, the argument is a symptom of another thing entirely. Talk with each person separately and get to understand their point of view and their rationale. Work from that place of understanding. Options include sitting down with both parties and serving as a coach. Often disagreements happen because of unclear language or differences in interpretation. Help them see and understand the other person’s perspective. Most people are reasonable and the conflict dies down when they feel they have been heard. Help them brainstorm solutions together and then agree on one that works. Follow-up in a few days and as needed. Help as you are able.

If Volunteers and Staff clash over a program I have to ask myself first and foremost what I as Leader did wrong when I created or approved this program. Here is my opportunity to learn and grow. The rest depends so heavily on the selection of my staff that any general advise is futile

Remind them of the organization’s vision and the role each one plays. This helps them analyze if they are actually doing their role effectively or taking on tasks or issues the should not be involved in.

Create a structured environment where both groups can share their concerns and suggestions, such as in regular meetings or feedback sessions. For instance, if there's disagreement about how resources are allocated, organize a meeting where everyone can discuss their perspectives. Encourage participants to listen actively and consider each other's viewpoints. This not only helps air out differences but also promotes a culture of transparency and inclusivity. Make sure everyone feels their input is valued and use these discussions to educate each side on the other's roles and constraints. By fostering open communication, you can bridge gaps and find solutions that work for both volunteers and staff, leading to more effective collaboration.

Involve both groups in setting project objectives so everyone works towards a common purpose. For example, if your non-profit is running a community health initiative, gather volunteers and staff to discuss what success looks like—whether it's reaching a certain number of participants or improving health outcomes by a specific percentage. By establishing clear objectives, everyone understands the priorities and can make decisions that align with the organization’s mission. This clarity reduces misunderstandings and ensures that both volunteers and staff are aligned in their efforts, making it easier to resolve conflicts and work collaboratively towards shared goals.

Find a middle ground where you can benefit from the unique insights of volunteers while respecting the operational constraints and expertise of the staff. For example, if volunteers suggest a new initiative that seems too ambitious for the current budget, consider scaling down the idea or implementing it in phases. This way, you’re acknowledging the volunteers’ creativity while also being realistic about resources and timelines. Compromising might involve adjusting timelines, re-evaluating program components, or reallocating resources to make the idea work. By finding a balanced approach, you can create a program that is both innovative and feasible, leveraging the strengths of both volunteers and staff for a successful outcome.