Communication in a
Local Government Setting
Presented by
Dick Isabelle, CAO
Town of Oromocto
to
Annual Conference
June 2014
Verbs of Communication
Inspiring
Reassuring
Directing
Teaching
Rewarding
Correcting
Discussing
Planning
Setting Expectations
Assessing Outcomes
Informing
Updating
Announcing
Explaining
Warning
Celebrating
Grieving
Interviewing
Engaging
Consulting
Sharing
Collaborating
Selling
Negotiating
Herding
Attracting
30 Years in the Army
• Tactical
• Operational
• Strategic
The Tactical Level
The Tactical Level
Specific Tasks
Drills
Processes
Procedures
Situation Reports
Critique the event
Evaluate Performance
Orders!
S ituation
M ission
E xecution
Tasks
Resources
S upport
C ommunications
The Operational Level
The Operational Level
The Operational Level
The Operational Level
Orders!
S ituation
M ission
E xecution
Tasks
Resources
S upport
C ommunications
The Operational Level
Policies
Major Projects
Programs
Annual Reports
Evaluate Performance
Opportunities for Improvement
The Strategic Level
Blue Sky
Thinking
The thirty
thousand
foot view
The Strategic Level
Provide direction through policies, program mandates and laws
Move from project management to program management
Set expectations through:
5 – 10 year strategic plans
Visions and Values
Strategic goals and objectives
Annual Measurables
Client Service
Department of Public Safety
Police, Fire and Emergency Services
Department of Public Safety
Police, Fire and Emergency Services
Program Management and Policy Development
Legislative Changes
Sensitivity to the Political Agenda
Stakeholder Engagement
Media Relations
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 teambuilding 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 complaints
1 – 2 grievances per month from the firefighter union
Consequences:
Outdated policy manual
Outdated by-laws
Limited performance evaluation
Limited public engagement
Not much joint planning, other than Emergency Planning
No long term plans, other than the Municipal Plan
Respectful Work Place
Team Approach to Planning and Problem Solving
Functioning Labour – Management Process
A Framework for Consistency
Clear Processes, Procedures, Policies and By-laws
Improved Citizen Engagement
Positive Media Relations
A Long Term View
Verbs of Communication
Inspiring
Reassuring
Directing
Teaching
Rewarding
Correcting
Discussing
Planning
Setting Expectations
Assessing Outcomes
Informing
Updating
Announcing
Explaining
Warning
Interviewing
Engaging
Consulting
Sharing
Collaborating
Selling
Negotiating
Herding
Attracting
QUESTIONS?