Nonprofit looks to overhaul processes

Q: I manage a nonprofit book store and we are planning to introduce some new financial practices. My problem is that we have longstanding volunteers who are set in their ways. I feel quite sure that they won’t be happy about these new procedures.

Because the store has always been run rather informally, we want to begin managing our funds in a more professional manner. We need to keep better records, balance accounts regularly and store cash more securely. How can I explain this without causing hurt feelings?

A: Managing volunteers can be a tricky business, so you are wise to consider their reactions. Since change often triggers an emotional response, some resistance is probably inevitable. However, these policies are clearly needed.

To accept change, people must first understand why it’s necessary. Consider bringing in a credentialed and credible speaker to discuss fiscal responsibility.

Next, try to understand the change from a volunteer perspective. Solicit questions, address concerns, invite feedback and adopt any reasonable suggestions. If their work will become more complicated, describe your plans for training. Involving them in the process will not only reduce resistance, but it may also improve implementation.

Finally, express sincere appreciation for all the time your unpaid helpers have donated over the years. Because volunteers tend to be dedicated folk, most of them should understand and adapt. But if some diehards stubbornly refuse to comply, then you must sadly bid them farewell.