Communication in aLocal Government Setting

Presented by

Dick Isabelle, CAOTown of Oromocto

to

Annual ConferenceJune 2014

Verbs of CommunicationInspiringReassuringDirecting TeachingRewardingCorrecting

DiscussingPlanningSetting ExpectationsAssessing OutcomesInformingUpdating

AnnouncingExplainingWarningCelebratingGrieving

InterviewingEngagingConsultingSharingCollaborating

SellingNegotiating

HerdingAttracting

30 Years in the Army

• Tactical

• Operational

• Strategic

The Tactical Level

Specific TasksDrills

ProcessesProcedures

Situation Reports

Critique the eventEvaluate Performance

The Tactical Level

S ituationM issionE xecution

TasksResources

S upportC ommunications

Orders!

The Operational Level

The Operational Level

The Operational Level

The Operational Level

S ituationM issionE xecution

TasksResources

S upportC ommunications

Orders!

PoliciesMajor Projects

ProgramsAnnual Reports

Evaluate PerformanceOpportunities for Improvement

The Operational Level

The Strategic Level

The thirty thousandfoot view

Blue Sky Thinking

Provide direction through policies, program mandates and laws

Move from project management to program management

Set expectations through: 5 – 10 year strategic plansVisions and ValuesStrategic goals and objectivesAnnual Measurables

The Strategic Level

Client Service

Department of Public SafetyPolice, Fire and Emergency Services

Program Management and Policy Development

Legislative Changes

Sensitivity to the Political Agenda

Stakeholder Engagement

Media Relations

Department of Public SafetyPolice, Fire and Emergency Services

Fredericton Daily Gleaner - June 10th 2011

Isabelle Inherits Divided Council- Problems / Spats abound at Oromocto Town Hall.- Reports of a dysfunctional and poisonous work

environment. Model Town is a Model of Dysfunction- This week we learned that dysfunction reigns within

Oromocto Town Council and between council and municipal staff.

- Of course, many within the organization, and outside it, have opinions about exactly what’s gone wrong.- Is it the holding back of information by staff when

Council requests it?- Is it that some councillors are trying to be the Town’s

administrators and run everything?- Is it unreasonable demands made of staff by

councillors?- Is it a lack of communication, a lack of respect, a lack

of team-building skills or way too much ego?

Fredericton Daily Gleaner - June 10th 2011

I said:

I understand how important it is for the town that this be addressed and that’s my responsibility to address it.

Our goal has to be a happy and healthy workplace and a very strong relationship between elected officials and the town staff and, similarly, within town staff.

In my experience, the key to that is just really strong communications between all of the parties, all of the interests.

It is my job to ensure those communication lines are in place and they’re constantly fostered.

Other Opportunities:Several recent or ongoing harassment complaints1 – 2 grievances per month from the firefighter union

Consequences:Outdated policy manualOutdated by-lawsLimited performance evaluationLimited public engagementNot much joint planning, other than Emergency PlanningNo long term plans, other than the Municipal Plan

Respectful Work PlaceTeam Approach to Planning and Problem SolvingFunctioning Labour – Management ProcessA Framework for Consistency

Clear Processes, Procedures, Policies and By-lawsImproved Citizen EngagementPositive Media RelationsA Long Term View

Verbs of CommunicationInspiringReassuringDirecting TeachingRewardingCorrecting

DiscussingPlanningSetting ExpectationsAssessing OutcomesInformingUpdating

AnnouncingExplainingWarning

InterviewingEngagingConsultingSharingCollaborating

SellingNegotiating

HerdingAttracting

QUESTIONS?