Communication in a Local Government Setting Presented by Dick Isabelle, CAO Town of Oromocto to Annual Conference June 2014

Verbs of Communication Inspiring Reassuring Directing Teaching Rewarding Correcting Discussing Planning Setting Expectations Assessing Outcomes Informing Updating Announcing Explaining Warning Celebrating Grieving Interviewing Engaging Consulting Sharing Collaborating Selling Negotiating Herding Attracting

30 Years in the Army Tactical Operational Strategic

The Tactical Level

Specific Tasks Drills Processes Procedures Situation Reports Critique the event Evaluate Performance The Tactical Level

S ituation M ission E xecution Tasks Resources S upport C ommunications Orders!

The Operational Level

S ituation M ission E xecution Tasks Resources S upport C ommunications Orders!

Policies Major Projects Programs Annual Reports Evaluate Performance Opportunities for Improvement The Operational Level

The Strategic Level The thirty thousand foot view Blue Sky Thinking

Provide direction through policies, program mandates and laws Move from project management to program management Set expectations through: 5 – 10 year strategic plans Visions and Values Strategic goals and objectives Annual Measurables The Strategic Level

Client Service

Department of Public Safety Police, Fire and Emergency Services

Program Management and Policy Development Legislative Changes Sensitivity to the Political Agenda Stakeholder Engagement Media Relations Department of Public Safety Police, Fire and Emergency Services

Fredericton Daily Gleaner - June 10 th 2011 Isabelle Inherits Divided Council -Problems / Spats abound at Oromocto Town Hall. -Reports of a dysfunctional and poisonous work environment. Model Town is a Model of Dysfunction - This week we learned that dysfunction reigns within Oromocto Town Council and between council and municipal staff. -Of course, many within the organization, and outside it, have opinions about exactly what’s gone wrong. -Is it the holding back of information by staff when Council requests it? -Is it that some councillors are trying to be the Town’s administrators and run everything? -Is it unreasonable demands made of staff by councillors? -Is it a lack of communication, a lack of respect, a lack of team- building skills or way too much ego?

Fredericton Daily Gleaner - June 10 th 2011 I said: I understand how important it is for the town that this be addressed and that’s my responsibility to address it. Our goal has to be a happy and healthy workplace and a very strong relationship between elected officials and the town staff and, similarly, within town staff. In my experience, the key to that is just really strong communications between all of the parties, all of the interests. It is my job to ensure those communication lines are in place and they’re constantly fostered.

Other Opportunities: Several recent or ongoing harassment complaints 1 – 2 grievances per month from the firefighter union Consequences: Outdated policy manual Outdated by-laws Limited performance evaluation Limited public engagement Not much joint planning, other than Emergency Planning No long term plans, other than the Municipal Plan

Respectful Work Place Team Approach to Planning and Problem Solving Functioning Labour – Management Process A Framework for Consistency Clear Processes, Procedures, Policies and By-laws Improved Citizen Engagement Positive Media Relations A Long Term View

Verbs of Communication Inspiring Reassuring Directing Teaching Rewarding Correcting Discussing Planning Setting Expectations Assessing Outcomes Informing Updating Announcing Explaining Warning Interviewing Engaging Consulting Sharing Collaborating Selling Negotiating Herding Attracting

QUESTIONS?