Emotional Audiences

Today’s Session 1.Fearful Audiences 2.Angry Audiences 3.Preventing Angry Audiences

Format Some Institute thoughts Your thoughts and experiences –Videos –What have you seen be effective? Resources

About ILG 501(c)(3) research organization Program areas Funding Key resource:

Handouts 1.Public Hearings 2.White Paper 3.Powerpoint on Website

Caveat: No Silver Bullets

1. Dealing with Fear, Emergencies or Tragedies

Key Principles Express empathy Action steps –For agency –For audience/community Transparency

Empathy Within first 30 seconds Acknowledge what community is feeling (frightened, anxious, confused, grief-stricken)

The Art of Empathy Needs to be genuine— –What we are experiencing together –Not “I understand what you are experiencing” Audience: “Do you ‘get it’?”

Message Points 1.Empathy 2.Confirmed facts and action steps 3.What you don’t know 4.Process to get answers 5.Commitment to update 6.Source(s) for more information

Resource CDC Publication: Crisis and Emergency Risk Communications ilg.org/leadership

Your Thoughts and Experiences

2. Dealing with Anger or Frustration

WWJSD? (What Would Jimmy Stewart Do?) 7 minutes [video clip omitted]

Analysis What didn’t work? What did?

Why Do People Get Angry? Hurt /Betrayed Threatened Fundamental beliefs challenged

Anger is Intensified When... Weak or powerless Treated unfairly, disrespectfully or dishonestly Feel not heard –Key democratic principle: public opinion matters

Three Key Strategies 1.Share Information 2.Listen 3.Learn

1. Share Information All information –The good, bad and ugly Goals: –Build long-term trust –Identify issues so they can be addressed

Honesty is the Best Policy 5 minutes [video clip omitted]

Analysis What didn’t work? What did?

Note: Keep Your Eye on the Prize The media is not your audience Don’t let them get under your skin Do offer them opportunities to be more well-informed

Share Information, continued About decision-making process –How input will be used –Any technical aspects of the decision Resource: Public Hearing One-Pagers (

2. Listen Shows: –Respect –Concern –Willingness to find solutions Techniques: –Active listening: Reiterating what has been heard (p10) –Record input (flip charts, dot voting, show of hands)

More about Listening Use follow up questions –Probe underlying assumptions and concerns –Identify interests (instead of positions) –Shared values Acknowledge depth of concern –Look past incivility/anger

The Role of a Leader “Knitting together” varying perspectives Workable level of unity

3. Learn Identify ways to bridge interests What steps would address concerns? Share own ideas Seek reactions or refinements

Results Better decisions Joint ownership of decision Public trust and confidence

Another Non-Audience Gadflies Don’t let them get under your skin Do treat them fairly & courteously

3. Preventing Anger: Thinking Through Meeting Design

Possible Meeting Goals 1.Public Information 2.Public Consultation 3.Public Deliberation

Case Study: Meetings Mismatched with Format? 2 minutes 30 seconds [video clip omitted]

Analysis What didn’t work? What did?

The Town Hall Meeting: History Goal: Deliberation Format: Exchange of ideas and decision

Was There a Disconnect? Did organizers want these to be informational meetings? Did attendees understand that these were opportunities for them to share their views?

Disconnect, continued Did the disconnect intensify anger? Does the tone of these meetings keep others away?

Different Format/ Different Result? 10 minutes [video clip omitted]

Analysis What didn’t work? What did?

The Role of a Leader Open communication channels Each side has a say/listens Reduce destructive forms of communication –Posturing and lies –Attacks

Public Meetings: Key Task Design processes that surface legitimate public concerns –Full spectrum of the community Include ways to address those concerns

Public Hearings Goal? –Satisfy legal requirements –Gauge public sentiment (imperfect) Format –Can be inherently adversarial –Speechmaking versus problem solving –Time limits rankle (especially selective ones)

Types of Meeting Formats Goal: Constructive Conversation Discuss: Problems, Options and Trade-offs Participants share interests, needs and concerns

About Ground Rules Effectiveness depends on the context Best: Shared interest in civility

Resources –Includes links to blog postings, etc. –Also a discussion group

Question/Suggestions What’s worked for you Situations grappling with

Note: Shaping the Tone of Public Discourse Be the change... Golden rule Criticize the concept, not the person

We are all faced with a series of great opportunities - brilliantly disguised as insoluble problems.

In Other Words... Emotional situations are an opportunity for leadership and to bring people together