Tip 14 of 25
Elaine Cogan
Planning issues can bring out the best and the worst in citizens. Your decisions affect the everyday lives of many people -- the quality of their neighborhoods and the value of their homes and businesses. At some point in your commission career, you will chair or sponsor a public meeting where people are polarized, opinionated, and possibly rude and abusive. It may not be easy in these difficult circumstances, but it is essential that you keep your temper under control and your opinions to yourself.
Here are descriptions of some of the most common disrupters and suggestions about how to deal with them.
Arguers. Never answer an accusation with an angry retort nor ask a question that encourages them to continue their tirade. Remember that it takes two to argue; a reasoned and fair-handed response may not convince them but they probably will give up trying.
Attackers. Attackers are probably making you or the agency the scapegoat for a more generalized anger against the “system” or other matters you cannot control. They usually speak hurriedly and in loud voices. Put them off guard and slow down the momentum by speaking deliberately and with assurance. If the attacker is a public official who seems to enjoy verbally abusing staff or volunteer commissioners, try to stay out of his way until he calms down. He will.
Gossip-spreaders. They speak in authoritative voices and will not be deterred by correct information. A simple, “Why, where did you hear that?” or “Does anyone know where we can get more information?” will often shame them, until the next time.
Hair-splitters. Sometimes their “picky” points are important to consider and perhaps a clue that you have neglected something. Do not take it up during the meeting. Refer the hair-splitters to a staff expert or someone who can do research and help resolve the issue with the correct facts.
Old-timers. They may be garrulous but they also are the keepers of valuable community memory. Appoint them to a subcommittee where their recollections can be put to good use.
Single-issuers. Every community has them. No matter the topic at hand, they are ready at every occasion to bring up the same issue. You may be talking about housing densities and they rant and rave about the sewers. You may be discussing park development and still they rail about sewers, and so on. After awhile, you will recognize them and probably can repeat what they have to say before they do. Listen and nod politely but do not ask them any questions or encourage them in any way … unless, of course, by some chance, you are talking about their favorite subject.
Yakkers. Strictly set and enforce time limits on all individual comments and use a bell or other audible means to keep yakkers in line. You may have to cut them off by calling on the next speaker, but it is important that everyone follow the same rules. The essence of democracy is to give equal time to many people with disparate points of view.
Deal with each situation with goodwill, fairness, and a sense of humor. Call a recess if warring factions are out of control. Most importantly, realize that the tone and tenor of the meeting is often influenced by your own behavior.
We're pleased to be posting over the next half-year, on a weekly basis every Wednesday, PCJ columnist Elaine Cogan's 25 tips for planning commissioners from her excellent Now That You're on Board Publication.
We hope this will provide a convenient opportunity for planning commissioners and other "citizen planners" to benefit from Cogan's years' of experience in working with communities. The complete attractively-designed, spiral-bound, Now That You're on Board publication is also available for purchase and delivery by mail.
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