By Caley Mutrie, CAE, IOM & Elizabeth Schlicht, MMgt, CAE
“The quality of our lives depends not on whether or not we have conflicts, but on how we respond to them.” ~Thomas Crum
Navigating difficult conversations is a critical skill for anyone working with volunteer leaders. Conflict exists in even the healthiest relationships, but what matters most is how it’s managed. Respect, emotional intelligence, active listening, and a focus on the bigger picture all help create constructive dialogue that serves the mission, not personal egos.
Supporting Leadership and Volunteers in Tough Moments
When association leaders and volunteers must address sensitive issues—such as a member’s poor behavior—staff can help frame the message clearly and respectfully. Providing background and talking points, the opportunity to role-play scenarios, or attending the conversation as a neutral presence can help empower others to navigate conflict effectively.
When Staff Face the Conflict
Staff may occasionally encounter conflict in their interactions with leaders and volunteers. Remember to remain calm and professional, work to clarify roles and expectations, and escalate more serious issues appropriately.
Saying “No” with Tact
Staff sometimes must say “no” without expressing this directly. Strategies that help include reframing the situation. Responses like “Let me explore some options…” or “May I offer a different perspective?” keep the conversation collaborative and focused on the mission.
Be Proactive, Not Reactive
Preparing for tricky conversations through role-play and peer feedback builds confidence. Draft emotional emails without a recipient, then revisit them with a clear head. Consider what you would tell a colleague to do in a similar situation.
When handled with empathy and professionalism, difficult conversations can strengthen relationships and reinforce a culture of respect. Stay mission-focused, uphold boundaries, and approach each interaction with intention and care.