1. Public Relations & Communications Public Relations & Communications HERO UNIT Training Module

2. Introduction This course is designed to provide information concerning the public relations function performed by the HERO Unit and to convey the importance of this function in the overall success of the HERO Operator’s day-to-day operations. This course is designed to provide information concerning the public relations function performed by the HERO Unit and to convey the importance of this function in the overall success of the HERO Operator’s day-to-day operations.

3. Mission Minimize traffic disruptionsMinimize traffic disruptions Perform as a First ResponderPerform as a First Responder Provide assistance to motorist in troubleProvide assistance to motorist in trouble Strive to enhance the overall safety for the traveling publicStrive to enhance the overall safety for the traveling public

4. HERO Operator’s Role First ResponderFirst Responder Assist MotoristAssist Motorist Notify proper authorities of abandoned vehiclesNotify proper authorities of abandoned vehicles Assist at incident scenesAssist at incident scenes Install traffic controlsInstall traffic controls Remove debris from travel lanesRemove debris from travel lanes

5. HERO Operator’s Role Traffic conditions & incident reporting to TMCTraffic conditions & incident reporting to TMC Notify GDOT of property damageNotify GDOT of property damage Minimize disruption to trafficMinimize disruption to traffic

6. Public Relations Defined Development and cultivation of a mutual Relationship between an Organization and its public.Development and cultivation of a mutual Relationship between an Organization and its public.

7. Public Relations Functions Promoting Good willPromoting Good will Unification Goal DOT Representatives

8. Public Relations Functions Releasing Information to the PublicReleasing Information to the Public Accurate Appropriate Timely

9. Public Relations Functions Reinforcing the ImageReinforcing the Image First Responders Motorists Assistance Traffic Flow Managers

10. Public Relations Functions Promoting the ServicePromoting the Service Utilization of Communication Equipment Newsletters Photographs Video Tapes Interagency Meetings

11. Public Relations Function Counteracting Negative PublicityCounteracting Negative Publicity Exhibiting Professional Behavior Demonstrating Positive Experiences Distributing Positive Experiences

12. Public Relations Functions Handling Internal CommunicationsHandling Internal Communications Information Filtering System Upward Communication Downward Communication Lateral Communication

13. Public Relations Function PlanningPlanning Short-term Goals Long-term Goals Unification Plan

14. Public Relations & The HERO Operator Position DevelopmentPosition Development Leadership RoleLeadership Role Decision Making SkillsDecision Making Skills Authority & ResponsibilitiesAuthority & Responsibilities Position EvaluationPosition Evaluation Three P’sThree P’s Preserving Life Preventing Injury Protecting Property

15. HERO UNIT & Communications Communication ModelCommunication Model Unified Incident Management Structure Primary Functions –Keep Information Flowing –Project Positive Image Decision Making Process

16. HERO UNIT & Communications Communication ResponseCommunication Response 1Level 1 Incident 2Level 2 Incident 3Level 3 Incident 4Level 4 Incident

17. HERO UNIT & Communications Communication with other AgenciesCommunication with other Agencies Managerial Level Field Level –GDOT / TMC –Emergency Services –Towing & Recovery –Law Enforcement –Media –Public

18. HERO UNIT & Communications Positive vs Negative MessagesPositive vs Negative Messages Utilization of Positive Words Persuasiveness Creating a Positive Image

19. HERO UNIT & Communications Effective ListeningEffective Listening Active Listening Barriers Improvement Techniques

20. HERO UNIT & Communications Communication StrategiesCommunication Strategies Perception Conciseness Clarity Completeness Accuracy

21. HERO UNIT & Communications Team BuildingTeam Building Building Components Team Members Characteristics Plan of Action

22. Managing Conflict Conflict StylesConflict Styles Fighting Smoothing Avoiding Bargaining Problem Solving

23. Managing Conflict Conflict ComponentsConflict Components Personal Zones –Hot –Warm –Cold Hidden Messages Emotions Control Positive Attitude Alternative Solution

24. Managing Conflicts Managing Conflicts Conflict ProceduresConflict Procedures Detach Eliminate Communicate Initiate Diffuse Evaluate

25. Summary This course was designed to teach HERO operators the appropriate ways to project a positive and correct image to the public and other emergency agencies, as representatives of the Georgia DOT And to discover communication strategies and conflict management techniques which will aid the HERO operators in doing the best job possible.

26. THE END Questions or Discussion Questions or Discussion