ODOT- Office of Environmental Services

How to Deal Effectively with the Public

1. Be Prepared!!!!!◦ Know the PDP◦ Know the project issues◦ Understand the community◦ Know who the community leaders

are◦ Know possible issues/concerns◦ Practice possible responses

2. Create a comfortable atmosphere

◦ Make sure the meeting site is conducive to open discussion. Comfortable temperature, appropriate

space, good graphics, etc.

3. Create an environment of Trust and Openness◦ Explain the process and the

schedule◦ Identify known issues and their

resolution status◦ Explain what this meeting will

accomplish and what it will not◦ Expect back what you dish out….

Stop talking and listen to them…. That’s why you’re there….

Don’t be distracted… focus your attention on the customer….

Don’t worry… be ___? Maintain eye contact… use appropriate non-verbals….

Don’t compose an argument in your mind…

Put yourself in their place….

Ask questions…. Shows you’re listening and you understand.

Be patient…give them time to finish their thoughts, let them express their issues…. Sometimes, they just need to get it out…

Regardless how challenging, belligerent or negative the person is - don’t take it personally.

Need to be able to spot the 7 difficult personality types and respond to each in a manner that best works for that type of person.

Knowing how to put out these fires will make your meetings better!!!

1. Attackers◦ Assertive, forceful - they require people to listen

and they usually have steam to blow off.

2. Princess/Prince◦ Expert, assertive - they know what they are

talking about.

3. Sneaks◦ Take “pot-shots” and often use sarcasm as a

weapon. They are usually not direct with criticism.

4. Victims (the Baby)◦ “Mr. and Mrs. Whiner, they are powerless and

defeated - whine about everything.

5. Mr. or Ms. Negative◦ They are suspicious of those in authority. They

believe their way is the ONLY right way.

6. Super-Agreeable (People Pleaser)◦ Strong need to help. Willing to help out with

everything anytime.

7. Unresponsive◦ They have concerns but don’t speak them. Very

hard to draw out.

Exercise!!!!!!◦Need volunteers.

1. Attackers◦Assertive, forceful - they require people to

listen; they usually have steam to blow off.

How to address them:◦Keep calm. Worst thing you could do is

return the attack!◦Respond in a quiet yet firm voice and by

their name. ◦Listen carefully to their issues as they

usually have reasonable suggestions.

2. Princess◦Expert, assertive - they know what they

are talking about. How to address them:

◦Show respect for their knowledge.◦Capitalize on what they know by asking

questions.◦Don’t try to “fake it” with them.◦They love to show their knowledge - give

them praise and show appreciation.

3. Sneaks◦Take “pot-shots” and often use sarcasm as

a weapon. They are usually not direct with criticism.

How to address them:◦Confront with direct questions and let them

know you don’t appreciate their sarcasm.◦Use positive reinforcement and try to turn

comments to the issues, not personalities.

4. Victims (the Baby)◦“Mr. and Mrs. Whiner, they are powerless

and defeated - whine about everything.

How to address them:◦Ask them for suggestions to improve the

situation.◦Bring up negatives yourself and address

each with logic and positively. ◦Direct attention to more positive aspects

of the project.

5. Mr. or Ms. Negative◦They are suspicious of those in authority.

They believe their way is the ONLY right way.

How to address them:◦Stay positive, but realistic.◦Refuse to argue and stick with the facts.◦Usually, others in the group will

“enlighten” them that better solutions exists.

6. Super-Agreeable (People Pleaser)◦Strong need to help. Willing to help out with

everything anytime.

How to address them:◦Carefully limit how much they volunteer as

they tend to volunteer for way too much.◦Try “You’re working on so many worthy

projects already…. Who else would like to assist with this one?”

7. Unresponsive◦They have concerns but don’t speak

them. Very hard to draw out.

How to address them:◦Use open-ended questions to draw them

out. Nothing that can be answered with a simple “yes” or “no.”

◦Wait for a response. ◦Follow up with them.

Remember the S.L.A.P method….◦Safety first…

Show you care!◦Get out of the crowd…◦Establish eye-to-eye level (sitting is best)◦Use non-verbals to show concern◦Show sincere interest: “That really does sound upsetting…. I don’t

blame you for being concerned and upset.” “I can understand your concern…” “I can see how this would be a problem…”

Identify and truly understand the problem◦Ask questions to better understand the

issue.◦Ask the person’s name and use it often

when you speak with them.◦Put yourself in their place!◦Use their words when you discuss the

issue/solutions.◦Summarize and state how you will follow up

or move forward.

Deal with the Person’s problem/concern◦If you can’t do exactly what they want, tell

them what you can do.◦If it takes a long time to respond to their

issue, provide updates (keep a record as well).◦Ensure the person knows you are working to

solve the problem.◦If ODOT screwed up - admit the error and fix

it. Don’t make excuses or minimize a mistake.

Remember- this is ODOT’s and your creditability. ◦Follow up – even if you don’t have good

news!

Don’t:◦Order, direct or command people.◦Tell the person about negative consequences

due to their actions.◦Tell the person how something should be done.◦Try to change or put down the other person’s

opinions.◦Be judgmental or patronizing.◦Diminish the other person’s experiences.◦Assume you know what the other person is

thinking…

Do:◦Encourage people to take action.◦Inform about positive outcomes/benefits.◦Let the person offer suggestions on how to

solve the problem.◦Give full info and show examples.◦Treat everyone equally and fairly.◦Always be positive in action and response.◦Be empathetic with people’s situations.◦Listen carefully.

Body language is all aspects of interpersonal communication beyond your choice of words.

Eye contact, facial expression, voice tone, volume, inflection and pace, gestures, movements (or lack thereof), posture…

Your body language communicates well beyond what you are saying.

Be aware of all aspects of your communication style.

(Handout)

1. Know what you are getting into… Know the project, process and issues coming into the meeting.

2. Create the environment (trust, openness, listen to the them, etc.)

3. Know your public’s personality type and be prepared to work with them.

4. Remember your body language can and will speak volumes about how you “really” feel.

National Coalition for Dialogue & Deliberation (NCDD),the International ,Association for Public Participation (IAP2), the Co-Intelligence Institute (handout)

Their seven core principles are:1. CAREFUL PLANNING AND PREPARATION2. INCLUSION AND DEMOGRAPHIC DIVERSITY3. COLLABORATION AND SHARED PURPOSE4. OPENNESS AND LEARNING5. TRANSPARENCY AND TRUST6. IMPACT AND ACTION7. SUSTAINED ENGAGEMENT AND PARTICIPATORY

CULTURE