1. Interacting With the Public
Communication
Difficult Personalities
Unfriendly Situations

2. Communication

3. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. Difficult Personalities
Personalities most common to encounter

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. Unfriendly Situations

22. 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

23. 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

24. 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

25. 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

26. 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

27. Exercise #4

28. Wrap-Up

29. 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

30. 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

31. Contacts Tim Hill - OES Administrator 614-644-0377
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

32. Thanks for coming today!
Questions?
Thanks for coming today!