Approaching sensitive conversations

Understand how to have a sensitive or challenging conversation with a volunteer – includes planning, having open discussions and agreeing next steps

As a Commissioner, an important part of your role is to ensure the right processes are in place to provide care and support for local volunteers

This is part of Girlguiding’s commitment to caring for the individual.

Every volunteer’s support needs are different. There may be times when you need to have a challenging or sensitive conversation with a volunteer about additional support, to ensure they are happy in their role and performing to the best of their ability.

As the line manager for volunteers in your area, you need to get to know each person well, so make time to talk to them and be aware of their circumstances both in and outside of guiding. You can then build up a relationship with them and - by keeping in touch regularly - offer help and assistance if they need it.

There may be times when you need to follow formal Girlguiding processes, for example if a complaint is made against a volunteer or there is a safeguarding concern. For more information, see our Complaints policy and Managing Concerns about Adult Volunteers policy.

Sensitive and challenging topics

There are many reasons you might need to have a conversation with a volunteer that could be challenging or difficult.

They may:

  • have asked you for support
  • have disclosed information about their physical or mental health
  • need maternity cover or support
  • have had a change in personal circumstances, eg their childcare needs have changed
  • be experiencing difficulties at home
  • have had a professional change, eg they are now working evenings or shifts
  • be considering retirement
  • have changed their communication patterns, eg a volunteer who normally answers emails quickly isn’t replying to communications
  • have been a subject of concern from parents or other volunteers.

In any case, it’s important to consider how to approach the conversation, so it is as constructive as possible.

Preparing to talk with the volunteer

  • Pick the right communication method – some members may not like to be contacted over the phone, while others may struggle with long emails – so when making initial contact, use their preferred method. It’s better to have any challenging or sensitive conversations face to face.
  • Use positive language – when you contact the volunteer, use positive active language such as ‘I want to have a chat about how I can support you more’.
  • Offer reassurance – let the member know that this is not a formal conversation or process. For some volunteers this may be the first time that they have been contacted directly by their Commissioner, so they may be worried or concerned that they are in trouble.
  • Think about the venue – choose a location where you both feel comfortable to have the conversation, eg a café. This is not a formal process conversation and does not need to be in a formal location – however, if a conversation is potentially sensitive, it may be more appropriate to choose somewhere more discreet and quiet.
  • Plan your time – make sure that you both have plenty of time for the conversation, so that you don’t feel rushed and are able to fully discuss the volunteer’s needs.

During the conversation

The aim of your conversation with the volunteer is to consider ways that you can support them as an individual. There are a host of ways you can do this – for example, you may want to offer them training, discuss making changes in their leadership team, or review their role so it best suits their needs.

However, this is a two way conversation, so don’t begin knowing what you would like the outcomes to be. Give the volunteer the opportunity to feed into the discussion and influence the outcomes – and make notes of any key points raised and any agreed actions.

You may wish to use our conversation template to help facilitate the discussion. This is intended as a guide and not a script, so feel free to adapt it to your needs.

At the end of the conversation:

  • make sure that you have both agreed the outcomes to the conversation and that you are both clear who has agreed to do what
  • confirm this with the volunteer in writing, including agreed actions and dates
  • agree a date to both update each other on changes and review whether the support agreed is working for the volunteer and for local guiding
  • let them know that they can contact you in the meantime.

After the conversation

There may be times when formal Girlguiding processes need to be followed, for example if a complaint is made against a volunteer or a safeguarding concern has been raised. Make sure you’re familiar with our policies and procedures, so you can identify when it’s appropriate to take further action. 

If you feel that the changes in the volunteer’s circumstances means they will pose a risk to themselves or others by continuing in their role – and they are not willing to make adjustments to ensure everyone’s safety – you must discuss this with your Commissioner or our Volunteer Support team. The volunteer should be made aware that you are seeking further advice.

More generally, if you have any further concerns about volunteers in your area, it’s important to keep your Commissioner informed. Write a brief report on your talk and agreed outcomes – using the volunteer’s membership number rather than name to identify them. If you’re sending the report by email, make sure to password protect it, and ensure you keep any related correspondence confidentially locked and secure.

If a volunteer has disclosed information about their health or a disability, this is strictly confidential and must not be shared with anyone else without the volunteer's permission.

Download our template conversation

Our conversation template gives you an idea of the sorts of questions you could ask a volunteer about their situation, and how best to enquire about their support needs.