Volunteering at the 2012 Olympic Games: a tenuous psychological contract

Dr. Geoff Nichols: University of SheffieldRita Ralston: Manchester Metropolitan University

Volunteers at the Olympic Games• 70,000

• Olympics and / or Paralympics

• Tasks organised by venues and roles

• Wide range of tasks

• A critical part of the workforce, and contribution to ambiance

Research questions

• How do volunteers experience the psychological contract – the ‘deal’

• What components make it untenable?

• Could inform management of volunteers at similar events

Background• Episodic volunteers – at the

biggest mega-sports event• Very strong motivation to be

part of it• Psychological contract –

influenced by experience

• Programme management will predominate over membership management

• Post-event euphoria

Recruitment, selection, training • Apply on line [250,000 applicants]• Interviews – regionally

• Orientation event• Roles training and venue training• Possible test events

• Pick up uniform and accreditation

Recruitment, selection, training • Months between application /

interview / notification of place

• Few weeks notification of training details

• No expenses or accommodation

• Early / late shifts, announced in May, June

Methods

• Interviews with 46 volunteers, mainly Sheffield / Manchester area

• February – June 2012

• To cover: – demographics – experience of volunteering process– positive and negative experiences – point at which withdrew – if applicable

Methods

• Follow-up focus groups in September / October 2012• To cover: – experience of volunteering– expectations exceeded, met or not met– experience of being managed– post-event feelings

Expectations almost met

• Interviewer lacked skills • Aware of costs of travel and

accommodation – able to plan in advance

• Opted for tent after orientation• Waiting to hear about shifts

[Feb.]

Retired, volunteer at Munich Games

Still volunteering - expectations strained

• Interview ‘I … felt like I was on some sort of MacDonald’s system’

• Orientation – wrong information / lack of refreshments / ‘all fluff’

• Poorly organised test event• Lack of shift information

Very experienced and current volunteer

Withdrawn from volunteering

• Interview – could be 20 minutes on phone

• Offered role she did not want to do – not using her skills

• Calculated costs / accommodation / time away – did not ‘stack up’

• Withdrew – but contacts to reconsider – impression of LOCOG incompetence

Third year student – language skills

Elements of the psychological contract not met /strained

• Costs – travel to the interview, ‘orientation event’, role training, venue training, accreditation and uniform pick up, test events

• The inflexible process of the interview

• Not using volunteers’ skills or experience

• Wasted time and expense

Elements of the psychological contract not met /strained

• Accommodation – having to find it• Minimal tangible personal rewards: no

complimentary tickets for events

• Volunteers away from the main venues might feel remote from the experience

• A lack of food• Waiting for information

Elements of the psychological contract not met /strained

• Lack of information – ‘drip fed’• Inaccurate or contradictory information

• Demands of great flexibility• Demanding shift times

• Clash with commercial values• Feeling taken for granted

At the Games

• Tsunami of positivism – collective enthusiasm

• Overcame previous negative impressions

• Shifts, transport etc – better than expected

• Strong identity as a GM – and as part of small team

At the Games

• Still some negatives– Variable team leaders– Poor training– Underused – Poor communication – contradictory

information – Working alongside poorly motivated

paid staff– BUT – not the anticipated problems

of transport, shifts, accommodation.

Further questions

• How does the PC vary by prior experience of volunteering and by personal circumstances?

• How perceptions change during and post-games – more analysis?

• How does an event of this size get the optimum balance between the needs of the event, and the needs of the volunteer?

Thank you for listening.Questions........

Dr. Geoff Nichols: University of Sheffield g.nichols@sheffield.ac.uk

Rita Ralston: Manchester Metropolitan University r.ralston@mmu.ac.uk