1. Emotional Audiences

2. www.ca-ilg.org Today’s Session 1.Fearful Audiences 2.Angry Audiences 3.Preventing Angry Audiences

3. www.ca-ilg.org Format Some Institute thoughts Your thoughts and experiences –Videos –What have you seen be effective? Resources

4. www.ca-ilg.org About ILG 501(c)(3) research organization Program areas Funding Key resource: www.ca-ilg.org

5. www.ca-ilg.org Handouts 1.Public Hearings 2.White Paper 3.Powerpoint on Website

6. www.ca-ilg.org Caveat: No Silver Bullets

7. 1. Dealing with Fear, Emergencies or Tragedies

8. www.ca-ilg.org Key Principles Express empathy Action steps –For agency –For audience/community Transparency

9. www.ca-ilg.org Empathy Within first 30 seconds Acknowledge what community is feeling (frightened, anxious, confused, grief-stricken)

10. www.ca-ilg.org The Art of Empathy Needs to be genuine— –What we are experiencing together –Not “I understand what you are experiencing” Audience: “Do you ‘get it’?”

11. www.ca-ilg.org Message Points 1.Empathy 2.Confirmed facts and action steps 3.What you don’t know 4.Process to get answers 5.Commitment to update 6.Source(s) for more information

12. www.ca-ilg.org Resource CDC Publication: Crisis and Emergency Risk Communications www.ca- ilg.org/leadership

13. www.ca-ilg.org Your Thoughts and Experiences

14. 2. Dealing with Anger or Frustration

15. www.ca-ilg.org WWJSD? (What Would Jimmy Stewart Do?) 7 minutes [video clip omitted]

16. www.ca-ilg.org Analysis What didn’t work? What did?

17. www.ca-ilg.org Why Do People Get Angry? Hurt /Betrayed Threatened Fundamental beliefs challenged

18. www.ca-ilg.org Anger is Intensified When... Weak or powerless Treated unfairly, disrespectfully or dishonestly Feel not heard –Key democratic principle: public opinion matters

19. www.ca-ilg.org Three Key Strategies 1.Share Information 2.Listen 3.Learn

20. www.ca-ilg.org 1. Share Information All information –The good, bad and ugly Goals: –Build long-term trust –Identify issues so they can be addressed

21. www.ca-ilg.org Honesty is the Best Policy 5 minutes [video clip omitted]

22. www.ca-ilg.org Analysis What didn’t work? What did?

23. www.ca-ilg.org Note: Keep Your Eye on the Prize The media is not your audience Don’t let them get under your skin Do offer them opportunities to be more well-informed

24. www.ca-ilg.org Share Information, continued About decision-making process –How input will be used –Any technical aspects of the decision Resource: Public Hearing One-Pagers (www.ca-ilg.org/onepagers)

25. www.ca-ilg.org 2. Listen Shows: –Respect –Concern –Willingness to find solutions Techniques: –Active listening: Reiterating what has been heard (p10) –Record input (flip charts, dot voting, show of hands)

26. www.ca-ilg.org More about Listening Use follow up questions –Probe underlying assumptions and concerns –Identify interests (instead of positions) –Shared values Acknowledge depth of concern –Look past incivility/anger

27. www.ca-ilg.org The Role of a Leader “Knitting together” varying perspectives Workable level of unity

28. www.ca-ilg.org 3. Learn Identify ways to bridge interests What steps would address concerns? Share own ideas Seek reactions or refinements

29. www.ca-ilg.org Results Better decisions Joint ownership of decision Public trust and confidence

30. www.ca-ilg.org Another Non-Audience Gadflies Don’t let them get under your skin Do treat them fairly & courteously

31. 3. Preventing Anger: Thinking Through Meeting Design

32. www.ca-ilg.org Possible Meeting Goals 1.Public Information 2.Public Consultation 3.Public Deliberation

33. www.ca-ilg.org Case Study: Meetings Mismatched with Format? 2 minutes 30 seconds [video clip omitted]

34. www.ca-ilg.org Analysis What didn’t work? What did?

35. www.ca-ilg.org The Town Hall Meeting: History Goal: Deliberation Format: Exchange of ideas and decision

36. www.ca-ilg.org Was There a Disconnect? Did organizers want these to be informational meetings? Did attendees understand that these were opportunities for them to share their views?

37. www.ca-ilg.org Disconnect, continued Did the disconnect intensify anger? Does the tone of these meetings keep others away?

38. www.ca-ilg.org Different Format/ Different Result? 10 minutes [video clip omitted]

39. www.ca-ilg.org Analysis What didn’t work? What did?

40. www.ca-ilg.org The Role of a Leader Open communication channels Each side has a say/listens Reduce destructive forms of communication –Posturing and lies –Attacks

41. www.ca-ilg.org Public Meetings: Key Task Design processes that surface legitimate public concerns –Full spectrum of the community Include ways to address those concerns

42. www.ca-ilg.org Public Hearings Goal? –Satisfy legal requirements –Gauge public sentiment (imperfect) Format –Can be inherently adversarial –Speechmaking versus problem solving –Time limits rankle (especially selective ones)

43. www.ca-ilg.org Types of Meeting Formats Goal: Constructive Conversation Discuss: Problems, Options and Trade-offs Participants share interests, needs and concerns

44. www.ca-ilg.org About Ground Rules Effectiveness depends on the context Best: Shared interest in civility

45. www.ca-ilg.org Resources www.ca-ilg.org/cgi www.ca-ilg.org/leadership –Includes links to blog postings, etc. www.thataway.org/ncddnet –Also a discussion group

46. www.ca-ilg.org Question/Suggestions What’s worked for you Situations grappling with

47. www.ca-ilg.org Note: Shaping the Tone of Public Discourse Be the change... Golden rule Criticize the concept, not the person

48. www.ca-ilg.org We are all faced with a series of great opportunities - brilliantly disguised as insoluble problems.

49. www.ca-ilg.org In Other Words... Emotional situations are an opportunity for leadership and to bring people together