7 Interacting with the Public - Pages

1 11/20/20171 InteractingWith the PublicCommunicationDifficult PersonalitiesUnfriendly SituationsCommunication11/20/20172 Something that is simpleto you can be misunderstood by othersWe have been given two ears and one mouth so that we can talk less and listen moreAnonymous Public Involvement Training Class Presented by the Office of Environmental Services311/20/2017311/20/20174 Preparation is Key Know your audience Understand the PDP process Be familiar with the next steps during each phase Be aware of project issues and controversy Be mindful of community values, needs, and desires Anticipate Public reaction8 Public Involvement Training Class Presented by the Office of Environmental Services11/20/20175 Listen and Learn Proactively listen not just hear Do not be condescending Be customer service oriented Avoid distractions Maintain eye contact Be cooperative 9 Public Involvement Training Class Presented by the Office of Environmental ServicesInteract Appropriately Avoid being argumentative.

2 Defensive and combative Ask questions to understand their point of view Be open-minded Be patient Allow them to express their opinions Be aware of your communication style10 Public Involvement Training Class Presented by the Office of Environmental Services11/20/20176 Interact Appropriately 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 or textbook answers Be wise it s acceptableto say you do not know the answer!11 Public Involvement Training Class Presented by the Office of Environmental ServicesBody Language All aspects of interpersonal communication Eye contact Facial expression Voice tone, volume, inflection and pace Gestures, movements, posture Actions are louder than words12 Public Involvement Training Class Presented by the Office of Environmental Services11/20/20177 DifficultPersonalitiesAggressor Assertive and forceful In-your-face attitude Love to vent Force you to listen Combative How to address Keep calm and do not return fire!

3 Be resolute and confident Listen carefully Entertain suggestions14 Public Involvement Training Class Presented by the Office of Environmental Services11/20/20178 Analyst Focused on Details May provide solutions Research/data oriented Require thorough explanations Want the right decision made (theirs) How to address Be patient Provide factual answers DO NOT FAKE IT Explain the process Invite them to review studies conducted15 Public Involvement Training Class Presented by the Office of Environmental ServicesKnow-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 minimalize16 Public Involvement Training Class Presented by the Office of Environmental Services11/20/20179 Cynic The doubting pessimist Believe decisions are already made Suspicious of authority Contempt for the process Distrustful and sarcastic How to address Give direct answers.

4 Ask direct questions Do not engage in an argument Avoid one-on-one confrontations Be objective and positive Don t be afraid to disagree 17 Public Involvement Training Class Presented by the Office of Environmental ServicesNever 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 18 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201710 The Introvert Have an opinion, 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 later19 Public Involvement Training Class Presented by the Office of Environmental ServicesSuper Agreeable Everything is great!

5 ! 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 20 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201711 UnfriendlySituationsDon t Let Bad Situations Get Worse Be diplomatic and courteous Be mindful of the situation S = Sit or stand squarely L = Lean into, not away from A = Attentive P = Position (do not get cornered)22 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201712 How To Address Ask for the person s name 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 problem23 Public Involvement Training Class Presented by the Office of Environmental ServicesHow To Address Be open, honest, and interested in their concerns Put yourself in their shoes!

6 Summarize and state how you will follow up24 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201713Be Professional You represent ODOT! Reflect credibility and trustworthiness 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 Services25 Moving Forward Resolve the issue If we 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 Do not make excuses or minimize a mistake26 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201714 Exercise #4 Wrap-Up11/20/201715 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 culture29 Public Involvement Training Class Presented by the Office of Environmental ServicesSummary Know what you are getting into Know the project.

7 Process and issues Create a culture of openness Know your audience Be engaged Create a partnership Three C s of PI Documentation 30 Public Involvement Training Class Presented by the Office of Environmental Services11/20/201716 Contacts Tim Hill - OES Erica Schneider - Policy Kevin E. Davis - Policy Jacque Annarino - NEPA Assignment Involvement Training Class Presented by the Office of Environmental ServicesQuestions?Thanks for coming today!