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Interacting With the Public Effectively
CommunicationDealing with Difficult Personalities
Unfriendly Situations
Public Involvement Training Class – Presented by the Office of Environmental Services
Communication
Public Involvement Training Class – Presented by the Office of Environmental Services
Preparation is Key Know the appropriate steps to take for each
phase of the PDP Be aware of project issues and controversy Be mindful of community values, cohesion,
needs, and desires Know who the community leaders are Anticipate type of responses from the public
Public Involvement Training Class – Presented by the Office of Environmental Services 3
Be Responsive Create a culture of trust and openness Accommodate requests for information Proactively listen – not just “hear” Meet with property owners and residents,
as appropriate Adequately explain the process Be forthcoming and answer questions
Don’t be a spin-doctor Avoid ambiguity and “textbook” answers
Public Involvement Training Class – Presented by the Office of Environmental Services 4
Listen and Learn Avoid arguments Avoid talking over and talking down to Put yourself in their shoes Stay focused on the customer
Avoid distractions Maintain eye contact
Be cooperative Provide clear and concise answers
Be wise - if you don’t know the answer, it’s OKAY to say so!
Public Involvement Training Class – Presented by the Office of Environmental Services 5
Rate of Communication
On average, we: Speak 125 words per minute Listen 418 words per minute Think 2000 words per minute
Public Involvement Training Class – Presented by the Office of Environmental Services 6
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
Interact Appropriately Avoid being combative and defensive Be open-minded and honest Ask questions in return
Understand their concerns Be patient
Do not speak for them Allow formulation of thought Allow them to express their frustration
Avoid premeditated answers Active listening
Public Involvement Training Class – Presented by the Office of Environmental Services 8
Body Language All aspects of interpersonal communication
beyond choice of words Eye contact Facial expression Voice tone, volume, inflection and pace Gestures, movements, posture
“Actions are louder than words” Be aware of your communication style
Public Involvement Training Class – Presented by the Office of Environmental Services 9
Dealing withDifficult Personalities
Public Involvement Training Class – Presented by the Office of Environmental Services
Common Personalities Aggressor Analytical Know-it-All Cynic Never Happy Wall Flower Super Agreeable
Public Involvement Training Class – Presented by the Office of Environmental Services 11
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
Public Involvement Training Class – Presented by the Office of Environmental Services 12
Analytical Detailed oriented
Solution may not be logical based on their own research
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 13
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
Public Involvement Training Class – Presented by the Office of Environmental Services 14
Cynic The doubting pessimist
Believe decisions are already made Suspicious of authority Holds 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 15
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 16
Wall Flower Have an opinion, but…
Very hard to draw out 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 17
Super Agreeable Everything is great!! The “cheerleader” for a project Want to be involved in every aspect The neighborhood “spokesperson” Held at neutral sites Formal, with a specific agenda
Public Involvement Training Class – Presented by the Office of Environmental Services 18
Unfriendly Situations
Public Involvement Training Class – Presented by the Office of Environmental Services
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- shows attention A = Attentive P = Position (do not get cornered)
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How to Address Give your undivided attention
Use positive non-verbal's Avoid crossing arms Avoid looking annoyed
Be sincere and show interest “That does sound upsetting…” “I don’t blame you for being upset…” “I can see how this would be a problem…”
Public Involvement Training Class – Presented by the Office of Environmental Services 21
How to Address Ask for their name and use it often when
you speak with them Identify the problem Ask questions to understand the issue Restate their concerns to gain clarification Put yourself in their shoes! Summarize and state how you will follow up
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Be Professional You represent ODOT!
Ensure credibility and trust Treat others equally and fairly Be empathetic with concerns and existing
situations Provide accurate information LISTEN CAREFULLY!
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Moving Forward Resolve the problem and concern
If you can’t do exactly what they want, tell them what you can do
If it will take 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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Wrap-Up
Public Involvement Training Class – Presented by the Office of Environmental Services
Core Principles Plan and prepare with diligence Demographic diversity and inclusion Collaboration and shared learning Openness and 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 the right environment
“Culture of openness” Know your audience
Partner and engage with them Communicate, communicate, communicate… Document, document, document…
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Questions?Thanks for coming today!
Tim Hill – OES [email protected] 614-644-0377
Erica Schneider – Policy [email protected]
Kevin E. Davis – Policy [email protected]
Public Involvement Training Class – Presented by the Office of Environmental Services 28
