Improving Demeanor

Managing and influencing a group of volunteers in a non-hierarchical organization, particularly when there are interpersonal challenges and a direct impact on customer interactions, requires a nuanced approach. Here are some strategies that could help foster a more positive atmosphere and encourage volunteers to adopt a constructive mindset:

1. **Facilitate Open Dialogue**: Organize regular meetings or feedback sessions where volunteers can discuss their experiences and voice concerns in a structured environment. Emphasize the importance of constructive criticism and positive feedback. The aim is to create an atmosphere where grievances can be aired respectfully and constructively, rather than allowing them to fester or be discussed informally in potentially harmful ways.

2. **Set Clear Expectations**: Even in a non-hierarchical structure, it's helpful to have clear expectations for behavior and interactions, both internally and with customers. This doesn’t need to be formalized rules, but rather shared agreements or community guidelines developed collaboratively. This process can help volunteers understand the impact of their behavior on the organization and each other.

3. **Encourage Positive Reinforcement**: Highlight and celebrate examples of positive interactions and successful engagements. This can be done through informal recognitions like a 'kudos' board or more structured rewards like 'volunteer of the month'. Positive reinforcement can shift the focus from what’s going wrong to what’s going right.

4. **Provide Training and Resources**: Offer training sessions that focus on communication skills, conflict resolution, and customer service. These sessions can help volunteers develop the skills they need to interact more effectively with each other and with customers. Training can also include team-building activities that strengthen bonds and improve the group dynamics.

5. **Promote a Culture of Empathy**: Encourage volunteers to see situations from each other’s perspectives, fostering a deeper understanding and empathy. Techniques such as role-playing different roles within the organization during training sessions can help in cultivating this empathy.

6. **Develop a Shared Vision**: Engage everyone in creating a shared vision for the organization. What do you all hope to achieve? How does each person contribute to this goal? A shared vision can unify the group and provide a common goal that motivates positive behavior.

7. **Implement a Buddy System**: Pair newer or less confident volunteers with more experienced ones. This mentorship approach can help spread positive attitudes and behaviors and provide on-the-job guidance which can help reduce the airing of grievances.

8. **Leadership by Example**: Even in a non-hierarchical setting, there are often natural leaders. Encourage those who are respected and influential within the group to set an example by demonstrating the type of positive behavior and attitude that's expected. Leadership by example can be one of the most powerful ways to influence change.

9. **Feedback Mechanism**: Establish a confidential and respectful way for customers and volunteers to provide feedback about their experiences. This can help the organization learn and adapt, addressing any issues before they become ingrained in the culture.

10. **Reflect on Organizational Culture**: Regularly assess and reflect on the organizational culture. What’s working? What’s not? Is the environment conducive to a positive, collaborative atmosphere? This can be done through surveys, discussions, or retreats focused on organizational development.

Each of these strategies can be tailored to fit the specific context and needs of your organization, and when implemented thoughtfully, can lead to significant improvements in the atmosphere and effectiveness of the group.