As a planning commissioner, you have the obligation to be polite and fair to all the citizens in your community: newcomers and oldtimers, people you agree with as well as those you would never invite to dinner.
Though the worst personal traits often come out at public hearings, people are not necessarily wrong just because they are angry, obstreperous and noisy, do not speak English well, or are confused about bureaucratic procedures. As annoying as they may be, try to overlook these so that you can understand and respond to the substance of their comments.
It is important that you show respect to the questioner even when you doubt the question. People ask stupid questions ... hostile ones ... tough ones ... all of which you and your colleagues should answer as well as you can, but always respectfully. Sometimes, you and a citizen will have to "agree to disagree", but you should never show anger or lose your temper.
Whenever you are holding a public hearing or meeting, it is important to be aware of the nonverbal clues, behavior, or habits that may seem to indicate your inattentiveness or rudeness. You send a negative message to the public when you slouch in your chair or lean back so far you appear to be bored or dozing. Likewise, they may be suspicious about what you are going to do with all your notes if you scribble constantly. Sit up straight, look at the person speaking, nod affirmatively, and otherwise show your interest. This becomes more difficult the later the hour, just the incentive you may need to call a halt to the proceedings and start fresh another day.
Do not chat with other commissioners or staff when a member of the public addresses the commission. While you may be discussing the subject at hand or have another legitimate purpose, you appear to be dismissing what the public has to say without really hearing it. Another habit to avoid is drumming your fingers or a pencil on the table as if you are impatient to get this all over with.
These are some of the most common forms of behavior. You may know others as annoying or distracting. The important point to remember is just as you want to be treated with respect, the public deserves no less when dealing with you.
Elaine Cogan is a partner in the Portland, Oregon, planning and communications firm of Cogan Owens Cogan. Her column, "The Effective Planning Commissioner," regularly appears in the