Volunteering at the 2012
Olympic Games: a tenuous
psychological contract
Dr. Geoff Nichols: University of Sheffield
Rita 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
Retired, volunteer at Munich Games
• 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.]
Still volunteering - expectations strained
Very experienced and current volunteer
• 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
Withdrawn from volunteering
Third year student – language skills
• 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
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