Interacting With the Public Communication Difficult Personalities Unfriendly Situations

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 3 Public Involvement Training Class – Presented by the Office of Environmental Services

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 reaction 8 Public Involvement Training Class – Presented by the Office of Environmental Services

Listen and Learn Proactively listen – not just “hear” Do not be condescending Be customer service oriented Avoid distractions Maintain eye contact Be cooperative Avoid an “us” vs. “them” mentality – remember, ODOT is responsible for our actions and engaging the public to inform them of our intentions Be prepared and willing to accept criticism, opposition and different points of view. Public Involvement Training Class – Presented by the Office of Environmental Services

Interact Appropriately Avoid being argumentative, 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 style Public Involvement Training Class – Presented by the Office of Environmental Services

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 acceptable to say you do not know the answer! Meet with property owners and residents, as appropriate Public Involvement Training Class – Presented by the Office of Environmental Services

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 Show Video – Ron Swanson in swiveling chair Public Involvement Training Class – Presented by the Office of Environmental Services

Difficult Personalities Personalities most common to encounter

Aggressor 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! Be resolute and confident Listen carefully Entertain suggestions Public Involvement Training Class – Presented by the Office of Environmental Services

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 conducted Public Involvement Training Class – Presented by the Office of Environmental Services

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

Cynic The doubting pessimist How to address Believe decisions are already made Suspicious of authority Contempt for the process Distrustful and sarcastic How to address Give direct answers, ask direct questions Do not engage in an argument Avoid one-on-one confrontations Be objective and positive Don’t be afraid to disagree Most likely believe an ulterior motive exists (hidden agenda) Believes we can’t be trusted How to address – Ask questions like “What do you mean by that?”, “Where did you get your information?” Do not engage in an argument as this will only embolden them more Be straight forward and be supportive of the decisions made and do not be afraid to let them know there is no basis for their claims Public Involvement Training Class – Presented by the Office of Environmental Services

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

The Introvert Have an opinion, but… 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

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

Unfriendly Situations

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 A = Attentive P = Position (do not get cornered) Public Involvement Training Class – Presented by the Office of Environmental Services

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 problem Public Involvement Training Class – Presented by the Office of Environmental Services

How To Address Be open, honest, and interested in their concerns Put yourself in their shoes! Summarize and state how you will follow up Public Involvement Training Class – Presented by the Office of Environmental Services

Be 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 Services

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 mistake Public Involvement Training Class – Presented by the Office of Environmental Services

Exercise #4

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 Public Involvement Training Class – Presented by the Office of Environmental Services

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 Three C’s are Communication, Communication, Communication Public Involvement Training Class – Presented by the Office of Environmental Services

Contacts Tim Hill - OES Administrator 614-644-0377 Tim.Hill@dot.ohio.gov Erica Schneider - Policy AEA 614-387-0134 Erica.Schneider@dot.ohio.gov Kevin E. Davis - Policy Supervisor 614-752-2788 Kevin.Davis@dot.ohio.gov Jacque Annarino - NEPA Assignment Coordinator 614-466-1484 Jacqueline.Annarino@dot.ohio.gov Public Involvement Training Class – Presented by the Office of Environmental Services

Thanks for coming today! Questions? Thanks for coming today!