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Supporting Volunteers through Change and Working with Challenging Situations

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Date: Wednesday 6th March 2024

This event will provide an opportunity to dive deeper into people management and change management.

By the end of the training participants will:

• Understand the importance of setting clear expectations with volunteers around behaviour and conduct
• Understand the key principles of change management and the benefits of involving volunteers
• Understand the key principles of a volunteer problem solving process including how to prepare, manage, resolve and reflect.
• Have explored a model for sharing feedback with volunteers
• Have developed their confidence and skills in addressing problems and difficulties with volunteers
• Have had the option to discuss and reflect on difficult scenarios within their own museum and to develop helpful strategies

Who should attend?
This event is suitable for individuals managing volunteers who wish to explore the principles of people and change management, and develop confidence and strategies for addressing challenges.

About the trainers

Carol is a specialist in volunteer management, mentoring and conflict resolution with over 25 years’ experience in the field. During that time, she has worked for local, regional and national charities across a variety of sectors including heritage, disability, animal welfare and international aid. She has led and managed volunteers across a number of disciplines including fundraising, service delivery, advice and support, research, visitor experience.

Laura is a specialist in volunteer engagement and volunteer management, with over 20 years’ experience working in this field. Her background includes working for both volunteer involving and volunteer infrastructure organisations. Since 2017 she has worked as a freelance consultant; supporting organisations to establish, grow and develop volunteering and delivering training, learning and mentoring for volunteer managers.

Maximum two delegates per organisation. Priority will be given to delegates from non-NPO and non-National museums in the West Midlands which are Accredited or officially Working Towards Accreditation. 


The event will be delivered via Zoom using a range of exercises and interactive features including Polls, Chat and Breakout Rooms. Participants are encouraged to ask questions and actively participate in discussion. If you have any concerns about accessibility or usability for these features please contact

This event will be auto-captioned through Zoom. If you would benefit from any other form of access support, including live captioning, please answer ‘yes’ to the access requirements question on the booking form and email the WMMD team as early as possible stating the support you require.

All participants will receive an email containing a Zoom link to the training prior to the event. The email will be sent to the email address used for booking. If you have not received an email the day before the event please contact us.

Supporting Volunteers Through Change and Working with Challenging Situations
Wednesday 6 March 2024, 9.30am-1pm
Optional Q&A 1-1.30pm

If you can’t see the booking button the course is fully booked. If you would like to join the waiting list please email

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