Service Area: Roads and Infrastructure
Role: Business Support Team leader
Engagement Method(s): Informing, Consulting
The employee has considerable experience of community consultation and combines a detailed project management approach with a commitment to really listening to people.
Example – organising public meetings
The engagement method was consultation based on the purpose to seek views of residents with limited opportunity for further involvement in the outcome, which was set by legislation, the context was enforcement of parking charges.
Bringing her experience to play in how to run public consultations and making them more interactive, more about talking with people rather than talking at them. This included publicising events widely and providing information in different formats and different ways of expressing their views. This allows officers to manage and diffuse situations where negative voices and opinions can become the dominant voices. The consultation event travelled around several locations. The events were staffed by at least 4 people and were organised in an exhibition format, with a welcoming party, offering support to participants, as required.
Practical steps:
- Book a large hall and invite the community, particularly key stakeholders.
- Create an entrance area, with a meet and greet.
- Explain to attendees how the event is being run and offer them some leaflets, perhaps with maps or other project detail.
- Ask them to sign in to provide a record of attendance.
- Limit the numbers entering the exhibition area to small groups of 4-6.
- Provide more than one exhibition space, staffed by a project worker, who can then talk through the project and answer questions.
- This allows conversations with at least 10 people at one time, with the smaller groups allowing more a more collaborative approach.
- Also provide leaflets at a seating area, so that people can write down their feedback, whether positive or negative, given anonymously
- Commit to providing feedback, perhaps on a website.
- Providing tea and biscuits at this stage or at reception also helps.
The above format provides participants a variety of options for giving their views, whether verbally, in writing with support provided if required and feeling that their contribution has been valued.
She explained: “Your objector can become your biggest ally if you can get them talking and understanding that you’re not the enemy and that you want to be accommodating where you can”.
