ODOT- Office of Environmental Services

How to Deal Effectively with the Public

1. Be Prepared!!!!! Know the PDP Know the project issues Understand the community Know who the community leaders are Know possible issues/concerns Practice possible responses

2. Create a comfortable atmosphere Make sure the meeting site is conducive to open discussion. Comfortable temperature, appropriate space, good graphics, etc.

3. Create an environment of Trust and Openness Explain the process and the schedule Identify known issues and their resolution status Explain what this meeting will accomplish and what it will not Expect back what you dish out….

Stop talking and listen to them…. Thats why youre there…. Dont be distracted… focus your attention on the customer…. Dont worry… be ___? Maintain eye contact… use appropriate non-verbals…. Dont compose an argument in your mind… Put yourself in their place….

Ask questions…. Shows youre listening and you understand. Be patient…give them time to finish their thoughts, let them express their issues…. Sometimes, they just need to get it out…

Regardless how challenging, belligerent or negative the person is - dont take it personally. Need to be able to spot the 7 difficult personality types and respond to each in a manner that best works for that type of person. Knowing how to put out these fires will make your meetings better!!!

1. Attackers Assertive, forceful - they require people to listen and they usually have steam to blow off. 2. Princess/Prince Expert, assertive - they know what they are talking about. 3. Sneaks Take pot-shots and often use sarcasm as a weapon. They are usually not direct with criticism.

4. Victims (the Baby) Mr. and Mrs. Whiner, they are powerless and defeated - whine about everything. 5. Mr. or Ms. Negative They are suspicious of those in authority. They believe their way is the ONLY right way. 6. Super-Agreeable (People Pleaser) Strong need to help. Willing to help out with everything anytime.

7. Unresponsive They have concerns but dont speak them. Very hard to draw out. Exercise!!!!!! Need volunteers.

1. Attackers Assertive, forceful - they require people to listen; they usually have steam to blow off. How to address them: Keep calm. Worst thing you could do is return the attack! Respond in a quiet yet firm voice and by their name. Listen carefully to their issues as they usually have reasonable suggestions.

2. Princess Expert, assertive - they know what they are talking about. How to address them: Show respect for their knowledge. Capitalize on what they know by asking questions. Dont try to fake it with them. They love to show their knowledge - give them praise and show appreciation.

3. Sneaks Take pot-shots and often use sarcasm as a weapon. They are usually not direct with criticism. How to address them: Confront with direct questions and let them know you dont appreciate their sarcasm. Use positive reinforcement and try to turn comments to the issues, not personalities.

4. Victims (the Baby) Mr. and Mrs. Whiner, they are powerless and defeated - whine about everything. How to address them: Ask them for suggestions to improve the situation. Bring up negatives yourself and address each with logic and positively. Direct attention to more positive aspects of the project.

5. Mr. or Ms. Negative They are suspicious of those in authority. They believe their way is the ONLY right way. How to address them: Stay positive, but realistic. Refuse to argue and stick with the facts. Usually, others in the group will enlighten them that better solutions exists.

6. Super-Agreeable (People Pleaser) Strong need to help. Willing to help out with everything anytime. How to address them: Carefully limit how much they volunteer as they tend to volunteer for way too much. Try Youre working on so many worthy projects already…. Who else would like to assist with this one?

7. Unresponsive They have concerns but dont speak them. Very hard to draw out. How to address them: Use open-ended questions to draw them out. Nothing that can be answered with a simple yes or no. Wait for a response. Follow up with them.

Remember the S.L.A.P method…. Safety first… Show you care! Get out of the crowd… Establish eye-to-eye level (sitting is best) Use non-verbals to show concern Show sincere interest: That really does sound upsetting…. I dont blame you for being concerned and upset. I can understand your concern… I can see how this would be a problem…

Identify and truly understand the problem Ask questions to better understand the issue. Ask the persons name and use it often when you speak with them. Put yourself in their place! Use their words when you discuss the issue/solutions. Summarize and state how you will follow up or move forward.

Deal with the Persons problem/concern If you cant do exactly what they want, tell them what you can do. If it takes a long time to respond to their issue, provide updates (keep a record as well). Ensure the person knows you are working to solve the problem. If ODOT screwed up - admit the error and fix it. Dont make excuses or minimize a mistake.

Remember- this is ODOTs and your creditability. Follow up – even if you dont have good news!

Dont: Order, direct or command people. Tell the person about negative consequences due to their actions. Tell the person how something should be done. Try to change or put down the other persons opinions. Be judgmental or patronizing. Diminish the other persons experiences. Assume you know what the other person is thinking…

Do: Encourage people to take action. Inform about positive outcomes/benefits. Let the person offer suggestions on how to solve the problem. Give full info and show examples. Treat everyone equally and fairly. Always be positive in action and response. Be empathetic with peoples situations. Listen carefully.

Body language is all aspects of interpersonal communication beyond your choice of words. Eye contact, facial expression, voice tone, volume, inflection and pace, gestures, movements (or lack thereof), posture… Your body language communicates well beyond what you are saying. Be aware of all aspects of your communication style. (Handout)

1. Know what you are getting into… Know the project, process and issues coming into the meeting. 2. Create the environment (trust, openness, listen to the them, etc.) 3. Know your publics personality type and be prepared to work with them. 4. Remember your body language can and will speak volumes about how you really feel.

National Coalition for Dialogue & Deliberation (NCDD),the International,Association for Public Participation (IAP2), the Co-Intelligence Institute (handout) Their seven core principles are: 1. CAREFUL PLANNING AND PREPARATION 2. INCLUSION AND DEMOGRAPHIC DIVERSITY 3. COLLABORATION AND SHARED PURPOSE 4. OPENNESS AND LEARNING 5. TRANSPARENCY AND TRUST 6. IMPACT AND ACTION 7. SUSTAINED ENGAGEMENT AND PARTICIPATORY CULTURE