CIVILITY: The Good, The Bad, and The Costly Ray Gosack , City - - PowerPoint PPT Presentation

civility the good the bad and the costly
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CIVILITY: The Good, The Bad, and The Costly Ray Gosack , City - - PowerPoint PPT Presentation

CIVILITY: The Good, The Bad, and The Costly Ray Gosack , City Administrator Fort Smith, Arkansas ICMA Conference Presenter WAYS TO DEAL WITH INCIVILITY 21 Coping Mechanisms for Dealing with Incivility Use Them Wisely COPING MECHANISMS


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CIVILITY: The Good, The Bad, and The Costly

Ray Gosack, City Administrator Fort Smith, Arkansas ICMA Conference Presenter

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WAYS TO DEAL WITH INCIVILITY

  • 21 Coping Mechanisms for Dealing with

Incivility

  • Use Them Wisely
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COPING MECHANISMS

  • Keep Control of Yourself
  • Adjust Your Expectations
  • Maintain a Professional Demeanor
  • Choose Your Battles Wisely
  • Listen
  • Paraphrase
  • Respectful, Forthright
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SLIDE 4
  • Use Empathy
  • Let Off Steam
  • The Speaker Might be Right
  • Switch Extremes Into Facts
  • Move to Problem Solving
  • Have Speakers Introduce

Themselves

  • Peer Pressure
  • Pause Before Responding
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SLIDE 5
  • Three Responses
  • “Huh?”
  • “Do you really believe what you just said?”
  • “I can see how this is good for you. Tell me

how it’s good for all of the citizens?”

  • Use Deflectors
  • Use the Staff
  • Go to Lunch with Those Who

Disagree

  • Cut Them Off
  • Plan Ahead
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SUMMARY

–YOU Set the Tone –Stay in Control –Remain Professional –Be Respectful

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KEEPING IT IN PERSPECTIVE

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Questions/Comments?

Additional Information… Ray Gosack rgosack@fortsmithar.gov 479-784-2201

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