CaliforniaVolunteers 2009 AmeriCorps Conference
Welcome to the session:
The Basics of
Member Management
Presenter: Natalie Banks,
National Service Consulting
Session Outcomes
• To understand the four “dimensions of success”
necessary in any organization, project, and team
• To understand the greater context of the member
management cycle
• To understand the "what" and the "how" of member
management high quality principles
• to increase their member supervision skills through the
"Situational Leadership©" model
• To increase their knowledge of resources to support
and guide them in member management
• To develop action steps for practicing the tools in the
workplace
Four Dimensions of Success
WHAT?
Products
HOW?
Results
Bottom Line
Process
Vision
Planning
Details
WHY?
Purpose
WHO?
People
Relationships
Team
Big Picture
When we are no longer able
to change a situation –
we are challenged
to change ourselves.
-Viktor E. Frankl,
psychiatrist and Holocaust survivor
The
Strategic
Moment
#1. Where
am I?
(assessment
of present
and past)
Repeat as needed
#2. Where do I
want to go?
(purpose –
then goals)
#3. How will I get
there?
(process, planning)
The Five Finger Contract
2. Respect!
3. Commitment!
Stick to agreements - follow
through and actively participate;
no complaining (find a way to
contribute)
Act with consideration, kindness, and care NO rudeness, sarcasm, gossiping, teasing, or
meanness
1. Safety
First!
Create a safe, trusting
environment with actions
and reactions
- ALSO take responsibility
and NO blaming
4. Support!
5. Have fun!
GIVE HELP - provide
others the support or
direction that they need ALSO ASK FOR HELP
when you need it - get own
needs met
Keep a sense of humor and
light-heartedness - people
do better when they are
relaxed and enjoying
themselves
BUILD
TRUST
C
The Four Dimensions
of Success
WHAT?
Products
Results
HOW?
Bottom Line
Process
Planning
Details
WHY?
Purpose
Vision
WHO?
People
Relationships
Team
Big Picture
“Organizational Hierarchy of Needs”
Self-actualization, vision – the desire to become everything that one is capable of
becoming, long-term potential and growth
LIVING
Esteem – skills mastery, success in task and goals, recognition from others for
accomplishments; confidence and competence; self-respect and respect from
others (insecurities)
INTERIOR
Relationships – trust, care, support, reliability, team building, sense of belonging,
partnerships, “love” over fear (loneliness, social anxieties)
ROOF
Safety, security, structure needs – policies, procedures, systems, expectations,
agreements, plans, boundaries, potential obstacles (fears and anxieties)
FRAMING
Basic needs: homeostasis – funds, staff, office space, support
FOUNDATION
15 - minute break
MEMBER
MANAGEMENT
CYCLE
High Quality Principles and
The Member Management Cycle
ACTIVITIES:
1. Complete a Program Self-Assessment to determine
the needs/priorities of your program.
2. Go to the different stations provided to review
resources for each stage of the cycle.
3. Take notes and create action steps for utilizing
resources and making program changes as needed.
As we develop in any new area,
we all need varying degrees of TWO THINGS:
SUPPORT
encouragement, validation, inspiration,
appreciation, trust, confidence, motivation,
cooperation, stimulation, revelation
DIRECTION
guidance, rules, structure, focus, results, goals,
process, planning, procedures, benchmarks,
targets, deadlines, outcomes/deliverables
Stages of Group Development
Adjourning
Performing
Norming
Storming
Forming
Situational Leadership©
Leader
3. “Supporter”
Styles
• low direction
• high support
• high direction
• high support
4. “Delegator”
1. “Director”
• low direction
Learner • low support
Stages
2. “Coach”
• high direction
• low support
4. Delegate to me 3. Support me 2. Coach me 1. Direct me
NORMING
3. “Supporter”
•low direction
•high support
STORMING
2. “Coach”
•high direction
•high support
4. “Delegator”
1. “Director”
•low direction
•low support
•high direction
•low support
PERFORMING
FORMING
Situational Leadership©
Activity: Match/Mismatch
• Move to the “pods” - eight chairs per pod – and sit
in a chair (hold on to your balloon!).
• Read the paper on your chair; in the top right
corner is your role (don’t share this yet).
S = supervisor, D = Developer
• Remember how to play your role – look at the SL
chart on the paper. Exaggerate and have fun!
• We will role play in 2-minute rounds and rotate
clockwise after each round. Listen for the signal!
Situational Leadership©
Debrief
• Move chairs into a large group to debrief –
form a circle so everyone can see each
other.
• Return to your seat and capture your
thoughts in your RAJ.
Being Situational:
Final Thoughts
• Being an effective leader means ASSESSING the
needs (your own needs AND the needs of others) and
then finding ways to MEET the needs.
• Use the basic concepts - if not the exact language - in
the tools to better understand others’ perspective and
perception.
• SPEAK UP and share your perspective in ways that
respect the grander purpose, meet the desired goals,
follow the necessary process, and preserve the
integrity of the relationship.
“Do all you can do,
with what you have,
with the time you have,
in the place you are.”
- Nkosi Johnson