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| Dealing
with Public Anger: New Approaches to an Old Problem |
Across America and overseas, the media are chronicling battles being
waged between citi
zens and large, well-known, established companies. In some
cases, people are objecting to the size of a proposed new facility (e.g.,
superstore) or the expansion of an existing one. In other cases, they are
objecting to the very presence of the company in their community. Today, the
"NIMBY" (not in my backyard) syndrome encompasses opposition to more than just
power plants, landfills or factories. And it's not just the private sector
that's under attack. Angry parents and residents are challenging all sorts of
decisions being made by school boards, city councils and other
organizations.
Dealing with Public Anger: New Approaches to an Old
Problem is a session that offers practical guidance for reducing
public anger when dealing with an angry person or group of people.
Benefits of
Attendance
Public anger today is more common, more newsworthy and
more damaging than it used to be. It is also more avoidable and more
manageable. In recent years, much has been learned about what causes public
anger, and what works and what doesn't work when dealing with an angry public.
The goal of this workshop is to give you the confidence and competence needed
to deal with individuals who are upset, angry, aggressive or even abusive.
Among the topics covered in this session:
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The four "publics" in public involvement, and guidelines for dealing
with them. |
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Establishing trust and credibility: the overriding goal of all
communication with an angry public. |
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Visual, vocal and verbal components of credibility. |
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Pitfalls that undermine credibility. |
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The underlying reasons people get angry. |
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Stages of anger development. |
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Proven techniques to defuse anger. |
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Handling Q&A when facing skepticism or hostility. |
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How to obtain public support when a damaging event
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Who Should Attend
This workshop is appropriate for
anyone who may have to deal with an angry public. Participants typically
include the following:
| Education |
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School board members |
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Superintendents |
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Assistant superintendents |
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Principals |
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Assistant principals |
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Other administrators |
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Counselors |
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Coaches |
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Teachers |
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College/university administrators |
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| Government |
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City council members |
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Mayors |
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Other elected officials |
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City department heads |
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Regulatory officials |
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| Private Sector |
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Plant managers |
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Environmental, health & safety managers |
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Public affairs officials |
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Executive management |
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Practical
Learning
This is a skills development workshop. As our firm's name
suggests, the training we provide is experiential. This workshop involves a
number of videotaped simulations. Those simulations illustrate different
encounters, involving varying degrees of anger. For example, depending on the
client, we simulate encounters between a parent and a principal, a citizen and
a school board or city council member, a resident and a plant manager, etc.
These simulations, developed with input from the client, are videotaped and
critiqued. The techniques we teach are based on case studies, behavioral models
and proven psychological principles. Through individual and group exercises,
you will learn effective responses to public anger.
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