Volunteers: Moving From the Outside In

The University of Michigan's School of Information emphasizes the importance of community. This is done in many ways, including student involvement with community groups. Students face the challenge of entering a community as an outsider and gaining the trust of others. There are many obstacles to gaining this trust, but it is possible to move beyond them and make valuable contributions to the community. 

As a professional, I've worked with many communities over the years. As a student, I worked extensively on a technology development initiative with a public housing community. I've experienced the challenge of being an outsider, sometimes failing, sometimes succeeding, but always learning. In the following pages, I outline ideas I've found useful in establishing trust. While they are certainly not definitive, they may provide helpful to others who face this challenge.

Do a Little Homework
Before you start, learn something about the community. Learn about its history, the people who live there, demographics, culture etc. Most community groups have a mission statement and supporting literature; read them! Learning at the outset may help frame trust building issues that emerge, and prevent small problems from becoming big ones. Every community is different, with unique opportunities and challenges. Getting a handle on them early helps. 

Be Yourself
In the beginning, accept a certain level of awkwardness as normal. Spending time with people you don't know can be initially uncomfortable. This is true for the community too. Don't try to "make an impression," or show you "understand." It can create a negative perception, and kill trust building at the beginning. If people think you are putting up a front, they may assume you can't be trusted. 

Be Honest
Trust implies being trustworthy. So don't lie. Don't exaggerate. If you don't know something, say so. If you promise to do something, do it. If you can't or are unwilling to do something, say so. 

Labeling someone honest usually requires time, and honesty over many incidents. Labeling someone as dishonest only takes a single incident. People will observe your integrity, and may overtly test you. 

Don't Gossip, and Don't Get Involved in Internal Affairs
A community of any size is bound to have differences of opinion. You may be asked your opinion on matters outside your scope as a volunteer. You might even be asked to take sides. Resist the urge, unless of course illegal or unethical behavior is occurring. Stay out of the fray and stay focused on your goals. If people hear you gossip, they'll wonder whether you gossip about them when they are not around. 

Watch what you say, and who you say it to, especially when you haven't figured out the power structure. Thoughtless words may come back to haunt you. 

Be Non-Judgmental
Critical words about people or processes are destructive. Most communities operate within a framework of consensus. If you think things can be improved, express your ideas about positive change in the appropriate forum. Express yourself in positive terms, noting the benefit of change, not how bad something is. This conveys the notion that you are interested in making things better for everyone. 

Listen
When you take the time to listen, it tells people you care about their concerns, are willing to learn and see things from another perspective. This is all part of living in a community, and you won't be accepted if you aren't a good team player. 

Demonstrate Empathy
Listening fosters empathy. Once you understand the concerns of a community, verbalize it back to them. Indicate an appreciation for its significance to the community, and a willingness to participate in a solution. 

Spend Time There
As an outsider, physical co-presence is critical to building trust. If you aren't there much, you won't be accepted. Determine how much time is required to meet your personal objectives, how much time you are willing to spend, create a regular, reliable timetable and stick to it. Let people know they can expect you at certain times, and be there consistently. 

Be Active in the Community
Words without action mean little. Showing up just to listen or talk usually doesn't help much. Most problems require solutions, and these may require a tremendous amount of work in understanding, gaining consensus, creating a course of action, and pursuing it. Be sure that your involvement with the community includes positive movement towards a resolution of the problem. 

Let Relationships Develop Over Time
Building trust between people simply takes time. It is demonstrated over many incidents over time. It is a mutual assessment process. If you try to bypass this process, you risk failing simply because others may be unwilling to extend assistance. Pursue any activities that are enabled by the current level of trust, will foster more trust, and gradually increase activities as necessary. 

Build Relationships
Your willingness to invest energy and time in other people is a factor of trust. If you become too centered on problems, processes or solutions, you may communicate greater concern for these than people. Relationships are the bridge over which solutions can travel. 

Use Social Skills
Common courtesy goes a long way. Memorize people's names. Use them frequently. Smile. Always greet people when you see them, and say goodbye to them when you leave. Look for opportunities to note their strengths, and don't dwell on their weaknesses. If you can do this with sincerity and unfeigned, it will open many doors. 

Don't Try to Please Everybody
Communities working together to solve a common problem operate on consensus, not total accord. Discover what the consensus is, find the role that you will play, and focus on it. Recognize that naysayers exist, note their concerns, bring them into the process when valuable, but ensure they do not control the process. Extend courtesy to everyone in order to minimize, when possible, friction. 

Be Patient
It simply takes time to build trust. People will look for many of the attributes we've discussed, either consciously or subconsciously. The more positive attributes they see over time, the more willing they'll be to extend trust and acceptance. The more trustworthy you are, the more you will be extended trust.