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InteractingWith the Public
CommunicationDifficult PersonalitiesUnfriendly Situations
Public Involvement Training Class – Presented by the Office of Environmental Services
Communication
Something that is simple to you can be misunderstood by others
“We have been given two ears and one mouth so that we can talk less and listen more”
Anonymous
Public Involvement Training Class – Presented by the Office of Environmental Services 3
Preparation is Key Know the process and appropriate next steps
during each phase of the PDP Know your audience Be aware of project issues and controversy and
mindful of community values, needs, and desires
Anticipate public reaction
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Be Responsive Create a culture of trust and openness Accommodate requests for information Provide clear and concise answers
Plain English - avoid ODOT speak Be forthcoming - do not be a spin-doctor Avoid ambiguous and “textbook” answers Avoid premeditated answers Be wise - it is acceptable to say you do not
know the answer!
5Public Involvement Training Class – Presented by the Office of Environmental Services
Listen and Learn Proactively listen – not just “hear” Avoid talking over and talking down to Put yourself in their shoes Be customer service oriented
Avoid distractions Maintain eye contact
Be cooperative
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Interact Appropriately Avoid being argumentative, defensive and
combative Be open-minded and honest Ask questions in return to understand their
point of view Be patient
Do not speak for them Allow formulation of thought Allow them to express their opinions
Be aware of your communication style
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Body Language All aspects of interpersonal communication
Eye contact Facial expression Voice tone, volume, inflection and pace Gestures, movements, posture
Actions are louder than words
Public Involvement Training Class – Presented by the Office of Environmental Services 8
DifficultPersonalities
Aggressor Assertive and forceful
In-your-face attitude Loves to vent Forces you to listen Combative
How to address Keep calm and do not return fire! Be resolute and confident Listen carefully Entertain suggestions if reasonable
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Analyst Detailed oriented
Solution may not be logical Research/data oriented Require detailed explanations Want the “right” decision made (theirs)
How to address Be patient Provide factual answers – DO NOT FAKE IT Take time to explain the process Invite them to review studies conducted
Public Involvement Training Class – Presented by the Office of Environmental Services 11
Know-it-All The “Expert”
Assertive and arrogant Self-educated Know how everything works Always “right”
How to address Respect their knowledge Show appreciation Capitalize on what they know Do not demean or minimalize
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Cynic The doubting pessimist
Believe decisions are already made Suspicious of authority Contempt for the process Distrustful and sarcastic
How to address Ask direct questions, give direct answers Do not engage in an argument Avoid one-on-one confrontations Be objective and positive Don’t be afraid to disagree
Public Involvement Training Class – Presented by the Office of Environmental Services 13
Never Happy Ultra-negative
Everything is bad Nothing is ever right Suspicious of authority Is the “victim”
How to address Be respectful, positive, and patient Do not argue, stick with facts, use logic Ask for suggestions If truly a negative, acknowledge it
Public Involvement Training Class – Presented by the Office of Environmental Services 14
Wall Flower Have an opinion, but…
Very hard to draw out May be hesitant or afraid to speak up May feel their opinion will be unpopular May feel their concerns are trivial
How to address Provide open-ended questions Avoid questions with “yes”/”no” answers Allow them time to respond Provide an opportunity to follow-up later
Public Involvement Training Class – Presented by the Office of Environmental Services 15
Super Agreeable Everything is great!!
The project “cheerleader” Want to be involved in every aspect The community “spokesperson”
How to address Assign them a specific task Limit their involvement Delegate opportunities
Public Involvement Training Class – Presented by the Office of Environmental Services 16
UnfriendlySituations
Don’t Let Bad Situations Get Worse
Be diplomatic and courteous Be mindful of the situation S.L.A.P.
S = Sit or stand squarely L = Lean into, not away from
Posture is important A = Attentive P = Position (do not get cornered)
Public Involvement Training Class – Presented by the Office of Environmental Services 18
How To Address Ask for the person’s name and use it often
when you speak with them Give your undivided attention
Use positive non-verbal's Avoid crossing arms Avoid looking annoyed
Ask questions to understand the issue Restate their concerns to gain clarification
Identify the problem
Public Involvement Training Class – Presented by the Office of Environmental Services 19
How To Address Be open and interested in their concerns
“That would upset me too…” “I can’t blame you for being upset…” “I can see how this creates a problem…”
Put yourself in their shoes! Summarize and state how you will follow up
Public Involvement Training Class – Presented by the Office of Environmental Services 20
Be Professional You represent ODOT!
Ensure credibility and trust
Treat others equally and fairly Be aware of concerns and existing situations Provide accurate information LISTEN CAREFULLY!
Public Involvement Training Class – Presented by the Office of Environmental Services 21
Moving Forward Resolve the issue
If you can’t do exactly what they want, tell them what you can do
If longer than anticipated to respond to an issue, provide updates
Ensure the person knows you are working to solve the problem
If we screwed up, admit the error and fix it Do not make excuses or minimize a mistake
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Exercise #4 Role Playing Time!!
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Wrap-Up
Core Principles Plan and prepare with diligence Demographic diversity and inclusion Collaboration and shared learning Transparent and trustworthy Be proactive Sustain engagement Instill a participatory culture
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Summary Know what you are getting into Know the project, process and issues Create a “culture of openness” Know your audience
Be engaged Create a partnership
Three C’s of PI Documentation
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Contacts Tim Hill - OES Administrator
Erica Schneider - Policy [email protected]
Kevin E. Davis - Policy [email protected]
Jacque Annarino - NEPA Assignment [email protected]
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Questions?
Thanks for coming today!
