February 23, 2011

Benefits Conference News

The Center is grateful to three companies—Mutual of America, Arthur J. Gallagher & Co., and Aflac—for their generous support of the Center’s first Nonprofit Employee Benefits Conference, May 16-17, 2011 at The Salvation Army Conference Center in West Nyack, NY. To learn more about the line-up of workshops that will be offered at this brand new event, visit the conference webpage. Registrations will be accepted until the conference “sells-out,” which is likely to occur in the weeks ahead.

Tell Me a Story

By Melanie Lockwood Herman

At workshops for nonprofit leaders I often invite members of my audience to share their stories about risk. Sometimes a participant will share their experience with upside risk—things that turned out better than expected. In most cases several participants will eagerly recount unanticipated, downside risks and the toll risk missteps have taken on their organizations.

At a recent workshop participants seemed uncharacteristically reluctant to share their stories about risk. This led me to reflect on the topic of “Risk Communication,” a subject that will be the focal point for the next First Wednesdays Webinar, which will be delivered by Chris Youngberg on Wednesday, March 2nd.

Risk communication is a broad topic that may be defined and understood in various ways. In the Center’s book, Ready…or Not: A Risk Management Guide for Nonprofit Executives, we offer the following, two-part definition:

A reminder to “lock up” before leaving the facility posted on a sign placed on the exit door is an example of (1) and (2). The sign serves as a subtle reminder about the downside risk of leaving a facility unlocked afterhours, and a simple reminder about “what to do” to minimize the risk of unauthorized entry. Examples of (2) include: a screening protocol for volunteers that is memorialized in a document outlining sequential steps; and a code of conduct for the board that is included in the board orientation packet, posted on the board’s secure webpage, and distributed by email to prospective board members.

Simple, clearly written policies represent one way to engage in risk communication. But don’t limit your risk communication methods to written policies. In some cases the use of stories may be a better way to share why a risk issue is important, how it relates to mission-fulfillment, and what you expect or require of the listener/receiver.

Why Stories?

You’ve probably heard that “the best way to teach is through stories.” Modern-day storyteller Kathy Hansen offers a wonderful definition of “storyteller” which she attributes to the School of Storytelling at Emerson College in the UK. The following definition of “storyteller” appears on Kathy’s blog, “A Storied Career.”

If you’ve been wearing the “Risk Manager” hat in your nonprofit for some time now you may be thinking that the “teacher” label sounds about right. But do you think of yourself as an “entertainer” and “healer”? Let’s explore how these roles intersect with the work of a nonprofit leader responsible for risk management.

• Entertainer – As anyone who’s tried to communicate with a teenager can attest, the first step in communicating an important message is to get the attention of the person you’re trying to reach. I’ve learned this lesson the hard way. Risk communication is about sharing information on risks as well as risk-related strategies. As the champion of sound risk management in your nonprofit, it is vital that the people who need to learn and understand your messages about risk are indeed giving you and your messages the attention they deserve. If you’re having trouble getting the attention of an audience you need to reach, consider alternatives to issuing yet another sternly-worded risk “directive.”
• Teacher – Risk management involves showing as well as telling. As a risk management “faculty member” in your nonprofit one of your goals is to help members of your team--including staff, volunteers and clients—how to proceed with safety in mind. In a youth-serving organization teaching may include demonstrating appropriate touching. In a residential facility teaching may include leading an orderly evacuation. The opportunities to “teach” abound in risk management. Remember the many ways to teach including: by example (your own conduct), by demonstrating a technique, through classroom and online instruction, and more.
• Healer – In organizational life, most, but not all wounds heal with the passage of time and proper care. As the risk management leader in your nonprofit you can help the organization you serve heal from the wounds that result from downside risk by making sure that victims of harm are treated with compassion and that valuable lessons from loss are preserved to strengthen the organization. When a CEO is terminated for failing to meet the board’s expectations, the board should reflect on “what went wrong” before it begins the process of recruiting a replacement. Were expectations clear? Were the appropriate screening tools employed? Were warning signs of poor performance addressed or ignored?

Storytelling is a proven way to teach and inspire. Why? Writer Andrea Pitzer offers the following possible explanation: “the most important thing… may be that narrative appears to be the most efficient vehicle for getting people to understand, remember, or accept new information.”

Helping personnel in your nonprofit understand, remember or accept new information is vital to effective risk communication. As you reflect on the ways to communicate about risk and persuade others that risk-taking and risk management truly matter to your mission, don’t forget that you have a story to tell.

Melanie Lockwood Herman is Executive Director of the Nonprofit Risk Management Center. She welcomes your ideas about any risk management topic, feedback on this article and questions about the Center’s resources at Melanie@nonprofitrisk.org or (202) 785-3891. The Center provides risk management tools and resources at www.nonprofitrisk.org and offers custom consulting assistance. Melanie’s recent books include No Surprises: Harmonizing Risk and Reward in Volunteer Management-5th Edition, available as an old fashioned hard copy book or as a downloadable PDF.