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