KC Cooper

Taming the Lions, Part 1

Chances are you've had to meet with the public to educate, or gather information from, the community. Without careful planning and facilitation, a public meeting, particularly on a controversial project, can devolve into chaos.

How to avoid running into those bothersome pitchforks and torches? If possible, do some reconnaissance to determine the sensitive issues, and be prepared with information to help inform decisions or dispel misperceptions. Set the stage for an effective meeting by making sure you have a timed agenda, with clearly stated outcomes.

Develop ground rules and get agreement from the participants. Examples? No interruptions, raise your hand to speak, no side conversations, be a good listener, no personal attacks, help keep the agenda focused and on time, and my favorite-silence those cell phones! Some may feel that you're patronizing them with these rules fit for a third grader, but you'll be glad in the long run, particularly when the topic is hot.

Still, for all your planning, someday you'll be faced with participants who can make or break your meeting. One individual can wreak havoc with your agenda if you're not prepared to manage the disruption. Here are some personality types you may run across and strategies for dealing with them.

Develop ground rules and get agreement from the participants

The Dominator: Also known as Mr. Know-It-All, this person will try to dominate or direct the discussion. Once he gets the floor, he's reluctant to give it up. He may interrupt others and can intimidate shyer participants.

Strategy: At the start, make it clear that everyone needs to be heard. In severe cases, you can go around the room giving each participant a limited time to reply. If necessary, avoid looking at him to make it harder for him to get the floor.

Roger Rabbit: This is the guy who jumps around the agenda, derailing the focus and flow of the discussion. He may make good points but at inappropriate times.

Strategy: Tell him he has a good point, refer to the agenda, and ask him to bring up his point at a more appropriate time.

The Nay Sayer: She will challenge every point you make and dredge up old issues that don't pertain. She may toss out facts and figures (either right or wrong) to put you on the defensive. She may have a grudge against you or others on the project.

Strategy: If she deviates from the topic, gently remind her of the focus and ground rules. If she debates a point, suggest a conversation afterwards, then don't forget to follow through. At a break, acknowledge her frustration, and ask if she will help move the agenda along when you resume.

Side Bar Sally : This guy continually holds side conversations with those around him, distracting them as he editorializes; he is usually passive aggressive when it comes to being a participant.

Strategy: Shades of high school! Remind him about no side conversations and ask if he wants to share his point with the whole group. If he continues, pause and look at him until he stops.

The Wallflower: This timid soul sits in the back and just listens, reluctant to offer his opinion.

Strategy: Make sure you go around the room with questions to draw people out. Some may decline, but after a few rounds, they'll begin to speak up. If not, talk to them apart from the group.

One Note Samba: She is the person who has a single agenda item, can't see the big picture, and is reluctant to compromise on her point.

Strategy: Request that participants not reiterate previously mentioned issues but add new information. I call this the "yes, and"-she can say she agrees with a previous speaker, and then add to the point. You can gently remind One Note Samba that her point has been taken.

Often you will have allies in the more moderate voices in the group who can call "foul" on someone who is out of line. Many detractors will respond to peer pressure. That's why it so important up front to stress that the group is responsible for the successful outcome of the meeting.

Next >> Walking the High Wire

KC Cooper is the Public Involvement Team Leader for the JD White, a division of BERGER/ABAM Engineers. Email KC to learn how JD White can help with your public involvement and public relations needs.

This article was originally published in the BERGER/ABAM Inside Out Newsletter.