If you’ve worked with volunteer boards or committees for any length of time, you know this truth:  Strong personalities and deep passion aren’t the exception—they’re the norm.

In over three decades of work with more than 275 boards, committees, and task forces, we have seen almost every scenario play out. And in a recent conversation with an executive director navigating tension between volunteer board leaders, a familiar question surfaced:

“What is my role in this situation?”

His instinct was thoughtful. He wanted to help—but he also recognized that stepping in too quickly might not lead to the best outcome.

That pause was not hesitation. It was wisdom.

I just returned from the Fort Worth Chamber’s State of Economic Impact event – and it was excellent. (Thank you, Fort Worth Chamber, and Cadence Bank!)  All the speakers were great, but three inspired this article: 

Ken Buchanan, EVP of Revenue Management at the DFW Airport who described their best-in-class volunteer program as a key part of delivering exceptional customer care.

Steve Montgomery, President of the Fort Worth Chamber, who praised the Chamber’s member volunteers for their work during a recent small business walk.

Robert Sturns, the newly named Executive Director of Workforce Solutions for Tarrant County (WSTC) whose facilitation reminded me of the time he invited me to speak on volunteerism at the Arlington Chamber of Commerce.  He was serving the City of Arlington at the time, I think.

That event - years ago - brought together leaders from chambers, nonprofits, corporations, and civic sectors across the region to discuss building organizational capacity.  My contribution focused on using volunteer engagement as a capacity-building tool. Reflecting on that presentation, I realize that the advice I shared then is just as relevant today – and perhaps even more so, and I offer it here.