Interacting With the Public Communication Difficult Personalities Unfriendly 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 Public Involvement Training Class – Presented by the Office of Environmental Services 4

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! 5 Public 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 Public Involvement Training Class – Presented by the Office of Environmental Services 6

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 Public Involvement Training Class – Presented by the Office of Environmental Services 7

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

Difficult Personalities

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 10

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 Public Involvement Training Class – Presented by the Office of Environmental Services 12

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

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 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 Public Involvement Training Class – Presented by the Office of Environmental Services 22

Exercise #4  Role Playing Time!! Public Involvement Training Class – Presented by the Office of Environmental Services 23

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 25

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 Public Involvement Training Class – Presented by the Office of Environmental Services 26

Contacts  Tim Hill - OES Administrator  Erica Schneider - Policy AEA  Kevin E. Davis - Policy Supervisor  Jacque Annarino - NEPA Assignment Coordinator Public Involvement Training Class – Presented by the Office of Environmental Services 27

Questions? Thanks for coming today!