Dealing With Difficult People Requires Finesse
by Elaine Cogan
Are your planning commission meetings attended by accusers, attackers, gossip-spreaders, hair-splitters, old-timers, or yakkers? Elaine Cogan gives some tips on how you can deal effectively with each of these types.
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Planning issues seem to bring out the best and the worst in
citizens. It should not be too surprising. The decisions of
local planning commissioners and staff affect the everyday lives
of many people. They concern the quality of their neighborhoods
and their communities or the value of their homes and businesses.
At times in your career as a planning commissioner you will
preside over or participate in a public meeting where people are
polarized, opinionated, and possibly rude and abusive.
General descriptions of some who may cause
difficulties and suggestions about how to deal with them follow.
Accusers. They may jump out of their seats and shout in
frustration: "I've been listening to you for twenty minutes now,
and it's the same old stuff we always hear. I'll bet not one of
you has been down to our neighborhood to see how bad the traffic
really is."
The problem with such an accusation is that it may
be true. Staff and commissioners may have been talking
theoretically about a problem that is very real to the people
who live there. If the Accusers are right, invite them to tell
their side of the story and listen attentively. Better yet, make
a date to go out to their neighborhood. You may learn something.
If they are accusing you unjustly, set them straight, but still
give them time to tell their side of the issue. Never rise to
the bait with an angry retort. "That's not fair; our staff spent
hours in you neighborhood ..." will neither mollify Accusers nor
advance the discussion. ...
[article continues with Elaine Cogan's discussion of: "Attackers," "Gossip-spreaders," "Hair-splitters," "Old-timers," and "Yakkers"]
