Week 3, January 22 & 24, 2008

PHED 1027

Another OPPORTUNITY...

NCCP Level 1 Special Olympics Coaching CourseCommunity Sport Context (about 10 hours)

February 2, 3rd

Contact Rob Saunders:Saunders_64@hotmail.com

477-1056

REMINDER.....BodySense TONIGHT!

Kimberly Tait Sara PicklesAlexandra Vanderlei Jon HammelKendra-Ann Kennedy Natasha DavidSophie Cartier Sheena WalshEmily Brown Agnes Plourde-

DoranNadine Steenhoek Graham Scholl

6:30-9:30 PM, A117

GENDER COMMUNICATION QUOTIENT

1. TRUE2. TRUE3. FALSE4. TRUE5. TRUE6. FALSE7. FALSE

8. FALSE9. FALSE10. TRUE11. TRUE12. TRUE13. TRUE14. TRUE

15. TRUE16. FALSE17. TRUE18. TRUE19. FALSE20. FALSE

Barriers to Communication (as a speaker or an audience)

Distractions – external or internal

Feelings – emotions

Preconceptions – stereotype

Language – slang, clichés, jargon, etc.

Style – volume, rambling, etc.

Rank - patronizing

Barriers to Communication (general interactions)

InsultsPersonal hostilities & needsDefensivenessCriticismPremature diagnosis of peopleMoralizingSarcasmGlobalizing BlamingMind ReadingChanging the Subject

The Language BarrierOne should hyperesthetically exercise

macrography upon that situs which he will eventually tenant if one propels onesself into the troposhpere.

Look before you leap!

Expression or Impression???

Goods vs. ServicesTangible or intangible?Perishable or non-perishable?

Service:“.....an intangible and perishable occurrence

that is created and used simultaneously” (Sasser et. A., 1978)

OrganisationsPhysical Capital

Organisational Capital

Financial Capital

Human Capital

•Facilities•Equipment•Geographic location

•Culture•History•Traditions

•Reserves•Debt•Revenue

•Expertise•Experience

Characteristics of Service

Intangibility

Perishability

Heterogeneity

Simultaneity

Lack of transfer of ownership

Transfer of Ownership (Chelladurai, 2005)

Transfer of ownership

IntangibilityHeterogeneitySimultaneityPerishability

IntangibilityHeterogeneitySimultaneityPerishability

Human ServicesHuman Services

Consumer ServicesConsumer Services

ServicesGoodsYES NO

High

Low

Categories of Service

Rented goods services

Place and space rentals

Labour and expertise rentals

Physical facility access services

Network access and usage

Professional vs. Consumer Services

Employee-client INTERFACE defines the nature of service

Professional Services:IndividualizedHigh skills involved in providing serviceNon-standardized Examples: professional coaches, exercise physiologists

Consumer Services:Large marketLow skills StandardizedExamples: recreation department, Surtees gym front

desk

Professional vs. Consumer Services

Variable NU Surtees Gym Clerk

NU Personal Trainer

Information Limited Broad

Decisions Simple Complex

Time Brief Lengthy

Client’s Knowledge

High Low

Transferability Easy Difficult

Perceived Power

Low High

Attachment Organisation Client

Type of employee

Low Skilled High Skilled

Organisational Structure

Controlled, standardised

Loosely controlled, unstructured

Human ServicesAny service designed to change or improve

human lives

People-processing

People-sustaining

People-changing

What service does the NU-BPHE program provide?

Sport, Physical Activity & Recreation Services

Participant ServicesParticipant Services

Consumer-pleasure or consumer healthConsumer-pleasure or consumer health

Human-skills or human-excellenceHuman-skills or human-excellence

Human- sustenance or human-curativeHuman- sustenance or human-curative

Spectator ServicesSpectator Services Sponsorship ServicesSponsorship Services

Sport & Recreation Services would not exist without

volunteers!

Workers in Sport & RecreationService Paid Volunteer

Customer Services

Human Services (“professional”)

Another Opportunity...CPR & First Aid TrainingWeekend of March 1, 2 or March 8,9 Emergency First Aid (with CPR) - $75.00 (1-

day)Standard First Aid (with CPR) - $100.00 (2-

day)Contact:

Michelle Zurawski (Education Centre Gym)Michelle.zurawski@canadorec.on.ca474-7600 Ext. 5164

In your experience as a volunteer

or a paid worker, have you found

any conflict between volunteers

and paid staff? Discuss the

reasons and solutions for such

conflicts.

What did you say???Different motivationsDifferent levels of respectDifferent levels of responsibilityDifferent levels of choiceResolving Conflict:Clarify duties and mission of the organisationUtilize expertise appropriatelyIncrease communicationIncrease understanding of rolesRecognize and reward volunteers

VOLUNTEERISM....

Economic significanceNoneconomic significance

Volunteering in Canada2nd only to the Netherlands in volunteering

worldwide45% of Canadians volunteered their time in 2004Canadian volunteers contributed an average of 168

hours in 2004Almost 2 billion volunteer hours (equivalent of 1

million full time jobs!)Sport is the largest volunteer sector!5.3 million sport & recreation volunteers in

Canada, the equivalent of 139,484 full time jobs.(Statistics Canada, 2004)

Canadian Sport OrganisationsVolunteer Board and professional staffCAHPERD – National Sport OrganisationCCES – National Organisation,

independent from Sport & GovernmentKidSport – Provincial Sport OrganisationNBCC – Local Sport Organisation

Volunteer and paid workers

How much volunteerism has occurred in this class?

Volunteer Job or Role Number of hours (approximate)

TOTAL HOURS:

AVERGAE HOURS:

Names:

Volunteering in Ontario Sport407,000 volunteer coaches in OntarioVolunteering is declining, and the average

number of volunteer hours is increasing25% of the volunteers are responsible for

73% of the hours givenSport is losing volunteers more quickly;

individuals would prefer to give money than time

(Statistics Canada, 2004)

Who are the Volunteers?

EmployedWell educatedYoung people or new CanadiansHigh school students (40 hour requirement)Seniors

Statistics Canada Data, 2000

Why volunteer?1. Volunteers believe in the mission of the

organisation2. Volunteers want to put their skills and

experience to work3. Volunteers are often personally involved

or affected by the organisation

Why People VolunteerUtilitarian Incentives - personal benefitsAffective Incentives – personal relationshipsNormative Incentives – doing something for

others

Does the mission of the organisation determine the reasons for volunteer involvement?

Reasons for Volunteering: (Statistics Canada, 2004)

Reason Percent

To make a contribution to the community (N)

92%

To use skills and experiences (U) 77%

Personally affected by the cause the organization supports (A)

60%

To explore one’s own strengths (U) 49%

To network or meet people (A) 47%

Friends volunteer (A) 43%

To fulfill religious obligations or beliefs (N)

22%

To improve job opportunities (U) 22%

Altruism...

“unselfish concern for others” (Oxford, 2001)

Egoism-altruism debateVolunteer motivation can be BOTH self-

oriented and other-orientedWhat are the by-products of altruistic

volunteerism?What is the impact on the organisation?

How do People Become Volunteers?1. Asked2. Previous experience3. Children involved

Reasons for NOT volunteeringNot enough time (67%)Can’t make a year-round commitment

(58%)No one asked (40%)

Recruiting VolunteersEmphasize the MISSIONPromote the positivePersonal contactDefined time, limited, “do-able” tasksLook around – not all volunteers are like

you! (e.g. Seniors, families, youth, new Canadians)

Emphasize personal growth and job transfer

VOLUNTEERING is PERSONAL....Appeal to the

PERSON!

Does your organisation need volunteers?

Recognize that your organisation needs to compete for volunteers

Know what you needModify the job to meet

the needs of the individual

Keeping VolunteersPay attention!Offer opportunities for

personal growth (increasing interpersonal skills, increasing communication skills)

Invest time and energy to recruit, screen, train and REWARD your volunteers. Your organisation depends on it!

Why did you volunteer?40 hour requirement?Altruistic Motives?Younger sibling?Future job prospects?

Canadian Code for Volunteer Involvement

www.volunteer.caStrategies to effectively involve volunteers in

organizationsValues for volunteer involvementGuiding principles for volunteer involvementOrganizational standards for volunteer

involvementClarifying ROLES

NEXT WEEK....

Read Chapter 2 – Professionals and Professionalism (p. 21-35)

Define the KEY TERMS found on page 35

Reminder – QUIZ on Tuesday, Feb. 5th

Why is the management of human resources of greater importance than management of other resources?

Why not Facility management?Field management?Fiscal management?Supplies & Equipment?Risk Management?

Human resources should be seen as ASSETS: enhancing their growth and potential (whether they are clients, volunteers or paid workers) will in turn contribute to the success of the organisation (performance and productivity).