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Interacting With the Public Communication Difficult Personalities Unfriendly Situations Public Involvement Training Class – Presented by the Office of Environmental Services
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Communication
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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
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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
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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
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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
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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
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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
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Difficult Personalities
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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
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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
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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
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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
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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
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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
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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
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Unfriendly Situations
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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
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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
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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
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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
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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
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Exercise #4 Role Playing Time!! Public Involvement Training Class – Presented by the Office of Environmental Services 23
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Wrap-Up
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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
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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
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Contacts Tim Hill - OES Administrator Tim.Hill@dot.ohio.gov 614-644-0377 Erica Schneider - Policy AEA Erica.Schneider@dot.ohio.gov 614-387-0134 Kevin E. Davis - Policy Supervisor Kevin.Davis@dot.ohio.gov 614-752-2788 Jacque Annarino - NEPA Assignment Coordinator Jacqueline.Annarino@dot.ohio.gov 614-466-1484 Public Involvement Training Class – Presented by the Office of Environmental Services 27
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Questions? Thanks for coming today!
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