Your success as a Councillor depends a lot upon your hard work and how you’re viewed by members of the public. It’s essential that all members of Council learn how to communicate effectively with each other and with the public, whether directly or through the news media.

Be Careful What You Say!

If Councillors are going to work well together, they must respect each other. So, before you speak, make sure:

• What you are going to say is true; and
• It will not hurt someone’s reputation.

If it’s not true and might be damaging, don’t say it.

Effective Communication

Effective meetings and interaction with the public require good communication, and you can do that by using good listening skills. These include:

• Asking questions to make sure you understand (“So your main concern is…” or, “What you are telling me is…”);
• Thinking before you speak;
• Keeping control of your emotions;
• Respecting other people’s opinions; and
• Speaking about the issue, not the individual making a motion or suggestion.

Poor communication can be a result of:

• Unclear language;
• Using jargon, technical terms or slang;
• Inappropriate body language;
• Strong emotion – if somebody is angry, they may not listen very well and not hear the message properly; and
• Listeners not paying attention – they are distracted by a noise or someone entering or leaving the room.

Debate Ends with a Vote

Once a decision is made, it’s important that you stand behind it, even though you voted against a motion or policy. Speaking out publicly against a decision after it has been made creates mistrust and anger and can pit Councillors against one another. Continuing to disagree with a decision can also confuse residents of your community and undermine the SAO’s ability to implement a policy supported by the majority of council. This is what’s known as “speaking with one voice.”

Members of the public can be critical of a decision, and they should be encouraged to come before Council, to make their feelings known. Perhaps they didn’t understand what was being discussed and only understand the implications once a policy is in effect. Dialogue with residents after a decision is healthy, but while it may not always result in a decision being reversed, listening to what people have to say and explaining why a decision was made is healthy communication.

Dealing with Complaints

As a member of Council, you will deal with many complaints. Here are some strategies to help you deal with them:

• Council should develop policies or ways to deal with certain issues;
• Administration and Staff should be trained to handle complaints. The receptionist or water truck driver can be the first person to deal with an upset member of the public;
• If your community runs effective programs, there should be fewer complaints;
• Show patience and tact when receiving a complaint;
• Ask the person to refer their complaint to the SAO in writing. The SAO will either solve the problem or refer the complaint to the Mayor/Chief and Council;
• Whatever the answer, report it back to the person who made the complaint; and
• Always remember, there are two sides to every story.

Make the Right Decision at the Right Time

There is often a lot of pressure to make a decision right away. Delegates that come before Council sometimes want answers immediately. Or fellow members of Council may want you to act immediately. However, it is important to take the time to make the best decision possible.

While you must be careful to not discourage communication, take time to think about an issue. Thank a delegation for their input but caution them that Council needs time to consider what has been said and to do further research.

You can’t be expected to know every detail of every issue

Don’t feel that you need to be right all the time

Ask questions – if you need more information, ask for it

Dealing with the News Media

So, you have received a call from the news media. What do you do now? It’s tempting to ignore the message in the hope they’ll just go away. However, that might not be the best strategy. Often, a reporter is calling in search of a story – any story. It’s important for Council through a designated spokesperson to create a relationship with reporters and establish a sense of trust and help them understand the issues affecting your community. This relationship will be invaluable in the event something tragic happens. And remember, while bad news almost always makes headlines, you can use the media to get vital information about programs and services to residents.

Here are some strategies:

• In your Council Procedures, appoint a spokesperson. That may be the Mayor/Chief on political issues or the SAO on technical matters. Refer questions to the appointed spokesperson;
• Speak with one voice – respect a decision of council once it has been made;
• Have key Council members or the SAO take media training;
• You don’t have to answer questions right away. Take time to consider the information being sought and draft some possible answers. Respect the reporter’s deadline but arrange the interview on your time frame;
• Every conversation with a reporter should be considered to be “on the record”;
• If you have a good news story, such as a community carnival or special occasion, issue a press release or call a reporter after preparing a statement. Chances are it will get reported;
• Don’t lie to a reporter;
• If possible, record the call so you have a record of what was said; and
• Avoid saying “No Comment” as this will make it appear as if you have something to hide.