Turning Tough Around: Skills for Managing Critics AICP CM 1.5 Critics. Tough crowds. We've all faced them! Imagine turning those critics into supporters -- or at least respectful, constructive participants in your projects. Learn how to set up your team for success by carefully structuring meetings and messages. Explore ways to manage difficult crowds and sticky situations while still building long-term relationships and agency credibility. Hear stories and strategies from people who've survived -- and even thrive on -- divisive public processes. Moderator: Allison Brooks, Director, Bay Area Joint Policy Center, Oakland, California Ken Snyder, CEO/President, PlaceMatters, Denver, Colorado David A Goldberg, Communications Director, Transportation For America, Washington, DC Salima (Sam) O'Connell, Public Involvement Manager, Metro Transit, St. Louis Park, Minnesota

1. Turning Tough Around:
Skills for Managing Critics
It starts with framing and shared values
David Goldberg
Rail-Volution 2014

2. 2
Lessons learned from surveys and
focus group research, including…
• National surveys of voters conducted by
T4America, the Rockefeller Foundation,
NRDC and Ford Foundation 2010-2013
• Focus group research by T4America 2010-11
• Millennials poll by Rockefeller and T4America
2014
• State and Regional Surveys conducted in
Pennsylvania, Colorado, Oregon, Minnesota,
Ohio, New Jersey and the Atlanta metro area.

3. 3

4. 4
In focus groups, voters across the political spectrum
describe the “future of transportation” as one in which
public transportation plays a more prominent role.
“There will be trains
everywhere..terminals where you
can get everything.”
– Suburban Atlanta Democrat
“(I see) sleek, fast, quiet trains covering
wide distances, going through the
countryside.”
– Suburban Detroit swing voter
“There will be friendlier
neighborhoods where you could
walk…not disconnected streets.”
- Suburban Denver swing voter
“(Public transportation) would be a
well oiled machine that would work
smoothly and be reliable…you would
arrive when you’re supposed to.”
– Suburban Atlanta Democrat
“If you build it, they will come.
(People) will use it.”
– Richmond Republican woman

5. 5
Only one in five Americans backs building new roads as
the best solution for traffic.
2012 National Voter Survey for NRDC
42%
47%
49%
21%
25%
26%
20%
20%
21%
17%
8%
4%
0% 10% 20% 30% 40% 50% 60%
2012
2009
2007
2012
2009
2007
2012
2009
2007
2012
2009
2007
Which of the following proposals is the best long-term
solution to reducing traffic in your area?
Improving public transportation
Developing communities where
people do not have to drive as
much
Building new roads
All/None/DK/NA

7. 7
56%
31%
27%
22%
20%
19%
9%
16%
8%
10%
7%
9%
4%
Ranked by %
Combined Choice
Safer streets for our communities
and children
More transportation options
Less money spent out-of-pocket on
transportation
A faster commute to/from work
Less time spent in the car
High speed inter-city travel
More predictable travel times
First Choice – 42%
By a significant margin, Americans say safer streets
should be the primary objective of increased
infrastructure investment.

8. 8
Demographic Groups
Safer
Streets
More
Options
Spend
Less
Money
Faster
Commute
Less
Time In
Car
High
Speed
Travel
Men 46% 32% 27% 22% 23% 22%
Women 65% 30% 26% 22% 18% 16%
Urban Residents 50% 34% 22% 24% 19% 24%
Suburbanites 56% 30% 26% 23% 22% 18%
Rural Residents 64% 28% 34% 14% 17% 14%
Car Commuters 53% 33% 28% 26% 21% 21%
Non-Car Commuters 56% 39% 22% 25% 10% 28%
Do NOT Commute 58% 28% 26% 17% 21% 16%
And, while there are some percentage differences
among demographic groups, safety still ranks at the
top of everyone’s list.

10. 10
Americans believe expanding options is a key
to our future.
53%
48%
85%
79%
Strongly Agree
The United States would benefit from an
expanded and improved public transportation
system, such as rail and buses.
In order for the United States to remain the
world’s top economic superpower we need to
modernize our transportation infrastructure
and keep it up to date.
*Data from a Jan/Feb 2011 Hart Research/Public Opinion Strategies Poll

11. 11
Americans do not feel they have options now,
but would like them.
73%
66%
23%
32%
I have no choice but to
drive as much as I do.
I would like more
transportation options,
so I have the freedom to
choose how to get where
I need to go.
Agree Disagree
Strongly
Agree
42%
Strongly
Agree
56%
Strongly
Disagree
17%
Transportation Statements
*Data from a Smart Growth America survey conducted February 27-March 2, 2010

12. 12
Look at what people
told us are the realities
of driving now.
“Trust me. I hate
driving.”
“It is affecting my quality of life.
We have all knocked our head
on the steering wheel…(driving
in traffic congestion) is making
life really unpleasant.”

13. 13
But keep in mind, this is an OPTION, not a
replacement. Few in our focus groups can even
imagine giving up having a car or multiple cars.
Having a car is too expensive and too
much trouble I want to live where I
don’t need one as much.
*Data from a Ford Foundation survey conducted by Harris Interactive 4th quarter, 2010.

14. 1414
Transportation Messages
Agree
Infrastructure spending on roads, trains, and buses create jobs and help the
economy get stronger. 75%
The federal government should stop focusing only on car-oriented systems, and
start balancing the funding more toward public transportation. 68%
We need to rethink the way we develop housing and transportation in this
region. The way we have been doing it isn’t working for most people. 66%
Bikeways, sidewalks, and trails are as important as any other kinds of
transportation routes. 64%
I would prefer to live in a lively town center or downtown area if it was safer and
more affordable than it is now. 45%
Having a car is too expensive and too much trouble. I want to live where I don’t
need one as much. 34%
© Ford Foundation, 2010. Poll conducted by Harris Interactive 4th Qt 2010

15. 15
Another formulation of this message
tested late last year was the second
strongest tested.
*Data from a Smart Growth America survey conducted November 16-22, 2010
Investing in transit options can reduce the number
of miles driven in a community by as much as 58%.
If we reduce the number of miles we drive, we’ll
also reduce our dependence on oil.

17. 17
In national polling the concept of
“fix it” tests well.
Establishing a “fix-it-first” policy that
focuses, as much as possible, on
maintaining our existing networks of
roads, bridges, and public
transportation systems before
building new ones.
49% 86%
Strongly Agree Total Agree
*Data from a Jan/Feb 2011 Hart Research/Public Opinion Strategies Poll

18. 18
In the focus groups, voters clearly state that “fix it”
to them should mean “fixing how people get
around” their communities, not just filling pot holes.
• “You’ve got to fix the pot holes, sink holes, and
crumbling bridges. It’s a danger.”
• “But, we need to get bigger and bolder, too. We
want to gamble on a huge benefit.”
• “We need to extend Marta, so it has more
routes, make it accessible, so you could really
use the system.”
• “We need a just do it attitude.”
-Atlanta respondents discussing a ‘fix it” approach to transportation

19. 19
Voters FAVOR maintaining existing infrastructure and
funding public transportation
OVER building new roads
*Data from a Smart Growth America survey conducted November 16-22, 2010
Which one of these do you feel should be the top priority as your state makes its plans for how best to use its transportation funding in 2011?
Which one of these do you feel should be the top priority as your state makes its
plans for how best to use its transportation funding in 2011?
This table has been ranked by the highest percentage Percent
Maintaining and repairing roads, highways, freeways,
and bridges 51%
Expanding and improving bus, rail, van service, biking,
walking, and other transportation choices 33%
Expanding and building new roads, highways,
freeways, and bridges 16%

21. 21
In the focus groups, we often run into a roadblock in
imagination about how new options could alter their current
world experience.
• “Realistically, people will use their cars.”
• “I would never use it, so I don’t know why I should
pay for it.”

24. 24
“As I read each one, please tell me whether you agree or disagree with that
particular statement. Transportation infrastructure funding decisions are based
more on politics than on need.”
Key Sub-Groups
Strongly
Agree
Men 62%
Women 62%
Urban Residents 58%
Suburbanites 67%
Rural Residents 54%
Car Commuters 60%
Non-Car Commuters 55%
Do NOT Commute 65%
Total Agree
85%
Total
Disagree
13%
Don't Know 2%
62%
Strongly
Agree
Nearly everyone agrees that transportation funding
decisions are politically driven.
*Data from a July 2009 Greenberg/Public Opinion Strategies Poll

25. 25
Here are some statements made by those who oppose any change in Colorado’s system for
transportation funding. For each statement, tell me whether it is very convincing, somewhat
convincing, or not very convincing argument.
Q24: Existing transportation revenues would be sufficient if spent more
efficiently and with less waste.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Denver Arapahoe, Douglas,
Jefferson
Adams, Broomfield,
Boulder
Greeley, Ft. Collins Colorado Springs,
Pueblo
Western slope,
plains
77% 77% 78% 79%
76%
78%
21% 22%
18% 18%
21% 19%
1% 1%
4% 2% 2% 3%
Convincing Not Convincing Unsure

26. 26
Accountable
Government officials must be held accountable for how our
transportation tax dollars are spent. We cannot afford to
build more roads, while existing roads are in disrepair.
Income
Expanding and improving our transportation options will
help those of poor or modest incomes or those without
cars have a way to get to their jobs, training programs or
school.
Health
A better network of roads and trails that are safe for
walking and bicycling would help Americans stay active
and healthy. Kids could walk or bike to school, families and
workers would have better transportation options, and
those who choose to walk or bicycle can be healthier.
Progress
It has been 50 years since government really looked at our
transportation needs. We need our leaders to have their
eyes on the future and invest in modern transportation
options, including public transportation. We cannot rely on
yesterday’s transportation options in our 21st century
economy.
% Very
Convincing
26
% Total
Convincing

28. Americans over-estimate what their state spends on
public transportation…
If you had to guess, what proportion of every dollar your state spends on
transportation would you estimate currently goes to improving and
maintaining public transportation – like buses or trains?
35%
14%
8%
3%
3%
1%
1%
1%
0%
0%
36%
0% 5% 10% 15% 20% 25% 30% 35% 40%
0-10%
11-20%
21-30%
31-40%
41-50%
51-60%
61-70%
71-80%
81-90%
91-100%
DK/NA/Ref
16.2%
Average amount
among those
offering an opinion
2012 National Voter Survey for NRDC

29. …and still would like that
proportion nearly doubled.
If you were in charge of your state’s transportation budget, what proportion
of every dollar would you spend on improving and maintaining public
transportation – like buses or trains?
21%
11%
11%
6%
12%
2%
1%
1%
0%
1%
34%
0% 5% 10% 15% 20% 25% 30% 35% 40%
0-10%
11-20%
21-30%
31-40%
41-50%
51-60%
61-70%
71-80%
81-90%
91-100%
DK/NA/Ref
28.1%
Average amount
among those
offering an opinion
2012 National Voter Survey for NRDC

30. However, even after citizens hear how little their state
actually takes in in gas taxes, they remain averse to an
increase.
How acceptable would you find a proposal to increase gas
taxes by $.05 per gallon to fund improvements to
roads, highways and public transit in your state?
18%
21%
18%
39%
4%
0% 10% 20% 30% 40% 50%
Very acceptable
Somewhat acceptable
Not too acceptable
Not at all acceptable
DK/NA
Total
Not Too/At All
Acceptable
57%
Total
Acceptable
39%
2012 National Voter Survey for NRDC

31. For focus group participants a gas tax was a
clear non-starter.
 The immediate and overwhelmingly negative
reaction to a gas tax – evident also in recent polling
– cannot be over-stated.
 One Philadelphia area woman burst out “Oh dear
God!” upon being queried about a gas tax, and the
immediate reaction was immediate and negative
across all the groups.
“There’s no alternative to gas at the moment.
Once you have this beautiful transportation
infrastructure in place and driving is purely
optional, then you could put a significant tax on
[gas]. But for now there’s no choice.” - Raleigh
male
 There was a strong sense that the timing
for a gas tax increase is wrong -- when the
price of gas is already so high and many
feel it will go higher.

32. 32
First of all, Americans are saying that
higher gas prices are here to stay.
Rising Gasoline Prices
“Here are a series of events that have occurred recently. For each one please tell me
whether you see this as an isolated event that is happening at this time or part of a larger
change that will continue for some time to come?”
*Data from an NBC/WSJ survey conducted March 31-April 4, 2011.
Isolated/
Happening At This Time
Larger Change/
Will Continue

35.  Voters have far more confidence in local government than
state or federal government.
 Voters will support public spending that will benefit them in
tangible, local ways.
 Most voters view transportation infrastructure as an
economic investment.
So why did 3/4 of transit funding
measures pass last November?
 Though concerned about the economy,
voters are becoming more confident about
their personal financial situation.
 Concern about tax rates remains relatively
low.

36.  Stress the economic benefits of the measure in terms of job
creation – both direct and indirect.
 Make low per-household costs clear.
 Highlight specific, flagship projects that are locally important.
Strategies for Local Revenue Success
 Emphasize that funds will be spent
locally – not at the state level.
 Highlight fiscal accountability
provisions – audits, oversight, public
disclosure, sunset provisions, etc.

38. Data Collected by NALEO
Latinos, for example. Though their voting rate has lagged
their population share, it is growing dramatically.

39.  49% of voters of color report using transit, biking or
carpooling in the past month, compared to 32% of
whites.
 51% of voters of color support increasing transit as
the best solution to traffic, compared to 41% of
whites
 84% of voters of color support their local
government investing more to improve transit –
including buses, trains, and light rail – compared to
65% of whites
This is good news for transportation, as communities of color
evidence stronger support for public transportation.
2012 National Voter Survey for NRDC

40. MetLife Market Institute
Millennials are changing the equation:
The largest cohort, and most diverse
25%
All
others
75%
Share of Population
White
60%
Hispanic
19%African-
American
14%
Asian/
Pacific
Islander
4%
Other
3%
Racial Distribution
Millennial

41. Millennials are more likely than others to want more
transit and less driving, but are less likely to say it is not
convenient.
2012 National Voter Survey for NRDC
Statement
% Agree –
All Voters
% Agree –
Millennials
My community would benefit from an
expanded and improved public
transportation system, such as rail and
buses.
64% 71%
I would like to spend less time in my
car.
55% 66%
I would like to use public
transportation more often, but it is
not convenient to or available from my
home or work.
61% 53%

42. Millennials changing the equation
4 in 5 want to live where
they have a variety of
options to get to jobs,
school or daily needs;
3 in 4 say it is likely they
will live in a place where
they don’t need a car
Apr 2014 survey Rockefeller Foundation and Transportation for America
• 18-34 year olds
• 10 U.S. cities (Chicago, NY, San Francisco, Charlotte, Denver, LA, Minneapolis,
Nashville, Indianapolis, Tampa-St. Petersburg
• 95% confidence with a ±3.7% margin of error

43. Millennials changing the equation
66% say that access to
high quality public
transportation is one of
the top three criteria for
deciding where to live
next.
Apr 2014 survey Rockefeller Foundation and Transportation for America
• 18-34 year olds
• 10 U.S. cities (Chicago, NY, San Francisco, Charlotte, Denver, LA, Minneapolis,
Nashville, Indianapolis, Tampa-St. Petersburg
• 95% confidence with a ±3.7% margin of error

44. Turning Tough Around:
Skills for Managing Critics
David Goldberg
dgoldberg@T4America.org
THANK YOU!

45. 45
Turning Tough Around:
Skills for Managing Critics
Sam O’Connell, AICP
Rail-Volution 2014
Minneapolis/St. Paul, Minnesota

46. 46
Transit Projects Are Complex
• 5 Cities, 1 County
• 17 new stations
• 16 miles of track

47. 47
• Project Elements
 Guideway
 Stations and station access
 Park and ride facilities
 Pedestrian/bike facilities
 Connecting bus facilities
 Roadway facilities
 Operation and maintenance facilities
 System elements
 Public space/art
 Landscaping
Transit Projects Are Complex

48. 48
Pre-2013: Feasibility Studies, Alternatives Analysis, Federal and State Environmental
Documentation
• Project Development2013
• Municipal Consent2014
• Engineering, Supplemental DEIS, Final EIS2015
• Full Funding Grant Agreement2016
• Heavy Construction2016-18
• Passenger Operations2019
Transit Projects Take Time

49. 49
Transit Projects Engage Many Stakeholders
Cargill

50. 50
Many, Many, Stakeholders

51. 51
Earning and Keeping Public Trust
• Transparent
• Responsive
• Accountable
• Collaborative

52. 52
Fail to Plan, Plan to Fail
• Elements you control
 You
 Your purpose
 Your setting
 Your resources

53. 53
You
• Center yourself
 Stance
 Voice
 Gestures
 Eye Contact

54. 54
Your Purpose
• Purpose
• Goals
• Outcomes
• Participant’s Goals

55. 55
Your Setting
• Location
• Layout
• Format
• Time

56. 56
Your Resources
• Staff
• Research
• Materials/Equipment
• Lifelines:
• Open ended questions
• Meeting agenda
• Flip charts
• Facilitator
• Community representative

57. 57
Tough Crowds: Moving Forward
• Way-off topic rants
• Audience does not engage
• Your facts, their facts
• Managing agenda and time
• Real threat to safety and security

58. 58
More Information
Online:
www.SWLRT.org
Email:
sam.oconnell@metrotransit.org
Twitter:
www.twitter.com/southwestlrt

59. PlaceMatters is a
non-profit think tank
for civic engagement
and process in
planning.

60. Today’s Topics
 What is participation?
 Turning Tough Around
– Key concerns raised today
– Tactics used to disrupt meetings and processes
– Tactical and authentic responses
– Key ingredients of a low conflict meeting
 Communicating with complexity

61. What is
participation?

62. Public engagement is any
process that involves the public
in decision-making
Includes the promise that the public’s
contribution will influence the decision

63. Why bother?
 Democratic principles
 Mutual learning
 Better decisions
 Greater buy-in to final decision
 Enhanced relationships, social capacity

64. Core principles
 Clearly define roles, responsibilities and
expectations (e.g. observers, reviewers,
advisors, deciders)
 Consider the needs and interests of all
participants, including decision-makers
 Provide the information needed to
participate in a meaningful way
 Communicate to how input will be used,
and how it affected the final decision

65. Key considerations
 What is the decision to be made?
 Who makes the decision?
 Who has a stake in the outcome of the
decision?

66. Key considerations
 How will decisions be made
 Different roles in the process
inform consult involve collaborate empower
Civic Engagement Spectrum
Source: International Association for Public Participation
influenc e over dec is ions
http://www.iap2.org/

67. Public participation goal
impart information
seek information or feedback
engage as participants
work as partners
place final decision-making in
the hands of the public
Inform
Consult
Involve
Collaborate
Empower

68. The participation promise
we will keep you informed
we will implement what you
decide
Inform
Consult
Involve
Collaborate
Empower

69. The participation promise
we will work with you to ensure
your concerns and aspirations
are reflected in the alternatives
developed
Inform
Consult
Involve
Collaborate
Empower

70. The art and science of engagement

71. Selecting the right level of
engagement
 How much can the stakeholder influence
the decision?
 What input from stakeholders will help
inform the decision?
 What resources are available?
 At what stage in the process will input be
most helpful?

72. Selecting the right level of
engagement (example)
Define
problem
Gather
info
Establish
criteria
Develop
options
Evaluate Decide
Inform X X
Consult X X
Involve X
Collaborate X
Empower

73. Selecting the right set of tools
 Level of engagement
 Cost/benefit analysis
 Tailored to multiple audiences
 Layered opportunities to engage
 Keeping the participation promise in the face of
disruption

74. Dynamics of Group Decision Making
NEW
TOPIC
DECISION
POINT
FAMILIAR
OPINIONS
DIVERSE
PERSPECTIVES
✓
DIVERSITYOFIDEAS
TIME
From: Facilitator’s Guide to Participatory Decision-Making

75. Turning Tough
Around
Examples of disruption tied to concern

76. Discussion points
 What tactics are being used to disrupt meetings?
 What are some genuine concerns being raised?
 For the organizer, what worked and what could
have been done differently?
 Putting yourself in the shoes of others, what
might be some appropriate changes to process
to accommodate different opinions?

77. Lessons learned
 A few things to know about Agenda 21
 Understanding the history behind
concerns
 Process & timing can save or kill a
meeting
 Responding accordingly
– Preparations ahead of time
– Things to do at the public meeting
– What worked and areas for improvement

78. Be Prepared
 Know what is being said on local blogs,
local meetings, and in the media
 Find out if there have already been
meetings with elected officials, public or
private, with disruptions or polarized
confrontations
 If so, what are some of the key
concerns?

79. Building Local Constituencies
Recruit people what are respected in the
community for having balanced opinions to
help with key components of the process

80. Dealing with Orchestrated Attacks
While some participants are genuinely
concerned about the consequences of the
process on their property rights and local
autonomy and are there to learn, others
maybe there primarily to disrupt and
discredit the process.

81. Ingredients of a low conflict meeting
 Ground rules
 Structure of meeting
 Transparency techniques
 Capacity building

82. Staying on top of the game
Denver Schools Example
Source: Denver Post Online

83. Contingency plans
• What to do when one or more individuals
try to disrupt the meeting with
confrontational questions but remain
respectful of the process
• What to do when several individuals
repeatedly disregard the ground rules and
demand a different process
• What to do when the meeting is
impossible to get back on track (Worse
case scenario)

84. Additional Resources
 APA materials
 Smart Growth America
 Orton Family Foundation
 R.B. Hull, a professor at VA Tech
 PlaceMatters

85. Communicating
with Complexity
Tools and Techniques

86. Working with Different Stakeholders
within Different Contexts

87. Interactive meetings

88. Brainstorm ideas online
Neighborland
visit neighborland.com

89. Brainstorming with translation

90. “Go to them” techniques
Portable Walk-the-line, Denver

91. Experimenting with place making
Pop up design
Tactical urbanism

92. Ken Snyder
303.964.0903
ken@placematters.o
rg
www.placematters.o