1. Interacting With the Public Effectively Communication Dealing with Difficult Personalities Unfriendly Situations Public Involvement Training Class – Presented by the Office of Environmental Services

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

3. Preparation is Key  Know the appropriate steps to take for each phase of the PDP  Be aware of project issues and controversy  Be mindful of community values, cohesion, needs, and desires  Know who the community leaders are  Anticipate type of responses from the public Public Involvement Training Class – Presented by the Office of Environmental Services 3

4. Be Responsive  Create a culture of trust and openness  Accommodate requests for information  Proactively listen – not just “hear”  Meet with property owners and residents, as appropriate  Adequately explain the process  Be forthcoming and answer questions  Don’t be a spin-doctor  Avoid ambiguity and “textbook” answers Public Involvement Training Class – Presented by the Office of Environmental Services 4

5. Listen and Learn  Avoid arguments  Avoid talking over and talking down to  Put yourself in their shoes  Stay focused on the customer  Avoid distractions  Maintain eye contact  Be cooperative  Provide clear and concise answers  Be wise - if you don’t know the answer, it’s OKAY to say so! Public Involvement Training Class – Presented by the Office of Environmental Services 5

6. Rate of Communication  On average, we:  Speak 125 words per minute  Listen 418 words per minute  Think 2000 words per minute Public Involvement Training Class – Presented by the Office of Environmental Services 6

7. 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

8. Interact Appropriately  Avoid being combative and defensive  Be open-minded and honest  Ask questions in return  Understand their concerns  Be patient  Do not speak for them  Allow formulation of thought  Allow them to express their frustration  Avoid premeditated answers  Active listening Public Involvement Training Class – Presented by the Office of Environmental Services 8

9. Body Language  All aspects of interpersonal communication beyond choice of words  Eye contact  Facial expression  Voice tone, volume, inflection and pace  Gestures, movements, posture  “Actions are louder than words”  Be aware of your communication style Public Involvement Training Class – Presented by the Office of Environmental Services 9

10. Dealing with Difficult Personalities Public Involvement Training Class – Presented by the Office of Environmental Services

11. Common Personalities  Aggressor  Analytical  Know-it-All  Cynic  Never Happy  Wall Flower  Super Agreeable Public Involvement Training Class – Presented by the Office of Environmental Services 11

12. 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 12

13. Analytical  Detailed oriented  Solution may not be logical based on their own research  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 13

14. 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 14

15. Cynic  The doubting pessimist  Believe decisions are already made  Suspicious of authority  Holds 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 15

16. 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 16

17. Wall Flower  Have an opinion, but…  Very hard to draw out  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 17

18. Super Agreeable  Everything is great!!  The “cheerleader” for a project  Want to be involved in every aspect  The neighborhood “spokesperson”  Held at neutral sites  Formal, with a specific agenda Public Involvement Training Class – Presented by the Office of Environmental Services 18

19. Unfriendly Situations Public Involvement Training Class – Presented by the Office of Environmental Services

20. 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- shows attention  A = Attentive  P = Position (do not get cornered) Public Involvement Training Class – Presented by the Office of Environmental Services 20

21. How to Address  Give your undivided attention  Use positive non-verbal's  Avoid crossing arms  Avoid looking annoyed  Be sincere and show interest  “That does sound upsetting…”  “I don’t blame you for being upset…”  “I can see how this would be a problem…” Public Involvement Training Class – Presented by the Office of Environmental Services 21

22. How to Address  Ask for their name and use it often when you speak with them  Identify the problem  Ask questions to understand the issue  Restate their concerns to gain clarification  Put yourself in their shoes!  Summarize and state how you will follow up Public Involvement Training Class – Presented by the Office of Environmental Services 22

23. Be Professional  You represent ODOT!  Ensure credibility and trust  Treat others equally and fairly  Be empathetic with concerns and existing situations  Provide accurate information  LISTEN CAREFULLY! Public Involvement Training Class – Presented by the Office of Environmental Services 23

24. Moving Forward  Resolve the problem and concern  If you can’t do exactly what they want, tell them what you can do  If it will take 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 24

25. Wrap-Up Public Involvement Training Class – Presented by the Office of Environmental Services

26. Core Principles  Plan and prepare with diligence  Demographic diversity and inclusion  Collaboration and shared learning  Openness and learning  Transparent and trustworthy  Be Proactive  Sustain engagement  Instill a participatory culture Public Involvement Training Class – Presented by the Office of Environmental Services 26

27. Summary  Know what you are getting into  Know the project, process and issues  Create the right environment  “Culture of openness”  Know your audience  Partner and engage with them  Communicate, communicate, communicate…  Document, document, document… Public Involvement Training Class – Presented by the Office of Environmental Services 27

28. Questions? Thanks for coming today!  Tim Hill – OES Administrator Tim.Hill@dot.state.oh.us 614-644-0377  Erica Schneider – Policy AEA Erica.Schneider@dot.state.oh.us 614-387-0134  Kevin E. Davis – Policy Supervisor Kevin.Davis@dot.state.oh.us 614-752-2788 Public Involvement Training Class – Presented by the Office of Environmental Services 28