RTAP Roundtable Discussion &
Internal Agency Communications
22nd Annual Florida Commission for the Transportation Disadvantaged
Best Practices and Training Workshop
July 29, 2014 l Orlando, Florida
Center for Urban Transportation Research | University of South Florida
2
RTAP Roundtable Discussion &
Customer Driven Service
• Welcome
• Introduction of Session Presenters
– Mike Wright – Florida DOT
– Jay Goodwill – USF CUTR
– Roberta Yegidis – USF CUTR
• Self Introductions
3
RTAP Roundtable Discussion &
Customer Driven Service
• Self Introductions
– Your Name
– Your Agency and Title
– Role (if any) with your local:
•
•
•
•
Community Transportation Coordinator (CTC)
Local Coordinating Board (LCB)
Local Planning Agency (LPA)
Other ??
– Experience with Florida RTAP
– Expectations for today’s session
4
Today’s Agenda
• What is RTAP?
• Discussion of Florida RTAP
– Recent Activities
– Future Direction
• Florida RTAP’s Internal Agency Communications
– Best Practices Training Module
• Wrap-Up
5
Florida RTAP Objectives
• Promote the safe and effective delivery of public
transportation in non-urbanized (rural and small urban)
areas and to make more efficient use of public and private
resources
• Foster the development of state and local capacity for
addressing the training and technical assistance needs of
the rural and small-urban transportation communities
• Improve the quality of information and technical
assistance available through the development of training
and technical assistance resource materials
• Facilitate peer-to-peer self-help through the development
of local networks of transit professionals
• Support the coordination of public, private, specialized and
human service transportation services
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Florida RTAP Objectives
(continued)
• Build a national (statewide) database on the nonurbanized segment of the public transportation
industry
• Organize and implement a highly effective and
motivated advisory board, which is guided by a clear
set of goals, responsibilities, and performance
measures
• Make RTAP a household word with small urban and
rural providers who will actively use and benefit from
the center
• Develop and implement an evaluation process that
ensures the training being offered is of the highest
quality and is meeting the needs of the small urban
and rural provider
7
Florida RTAP Outreach
• RTAP
Bulletin
– a quarterly
electronic
newsletter
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Florida RTAP Outreach
• RTAP Website
• Broadcasts
–E-blasts
–List Serv
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Florida RTAP Outreach
• Florida RTAP Paratransit Roadeo
2013 Lee County Roadeo Photos
Ray Aylmer, Gulf County
1st Place CTAA Van
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Florida RTAP Outreach
• Training
Opportunities
–Classes
–PDW
–Webinars
–CTD Workshop
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Next Steps for Florida RTAP ???
Discussion on Likes, Dis-Likes, Wishes, If Only, etc.
Let us know what you want from RTAP !!
Contact Information
•
•
•
Mike Wright
Michael.Wright1@dot.state.fl.us
850-414-4529
Jay Goodwill
jaygoodwill@cutr.usf.edu
813-974-8755
Roberta Yegidis ryegidis@cutr.usf.edu
203-520-8894
Internal Agency Communication – Best Practices
Roberta J. Yegidis
22nd Annual Florida Commission for the Transportation Disadvantaged
Best Practices and Training Workshop
July 29, 2014 l Orlando, Florida
Center for Urban Transportation Research | University of South Florida
Course Introduction
This course is being offered to assist transit and
transit related professionals, on the importance of
effective communication. Emphasis will be on
improving verbal communications between
Operations, Maintenance and Administration units
within a transit agency. Effective communication
with external stake holders will also be discussed.
15
Course Overview
• What is communication?
• Two way process – including listening skills
• Barriers to effective communication and how to
address them?
• Improving intra-transit agency communications
• Interpersonal skills – understanding
communication conflict personalities
• Interfacing with other departments organizations
16
Course Goals and Objectives
• Define what effective communication is.
• Identify how your response and actions impact your
fellow employees, stake holders and yourself.
• How to successfully conduct and participate in
meetings.
• Provide you with tools and insights on how to
successfully communicate and resolve issues.
17
Definitions
• Communication: The act of exchanging or sharing
information.
• Intra-department: Within the same group or department.
• Inter-department: Between multiple groups or departments.
• Silo: A vertical/closed group not interested in sharing
information or accepting suggestions from outside the group.
• Interpersonal skills: The ability to get along with others.
• Reflective Listening: The process of repeating what is said to
ensure complete understanding.
18
Communication is a Two Way
Process
• Effective communication is:
• The act of exchanging or sharing information.
2-Way – up and down and down and up.
The conveyance of ideas, facts, and opinions.
• The first part of communication is to clearly speak
or say what needs to be addressed.
EFFECTIVE COMMUNICATION IS AN ESSENTIAL
COMPONENT OF ANY SUCCESSFUL ORGANIZATION
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Listening Skills
• Listening is the second part of an effective
communication process.
• You need to hear what is being said.
• If you have already decided what the answer is, while
someone is still speaking – you are not listening.
• If you are unsure as to what has been said - ask
someone to repeat or rephrase a statement.
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Listening Skills (cont.)
• Listen, empathize, and provide guidance and
assistance in resolving their issues.
• This process will lead to an on-going relationship
of trust and respect.
21
Barriers to Effective Communication
• Not hearing (fully listening) to what the other person
is saying.
• Forming opinions and answers, before someone is
finished speaking.
• Placing blame.
• Not being willing to take responsibility.
• Silos.
• Improper documentation.
22
Steps to Successful Listening
• Hold off on formulating a response until the
entire issue is explained.
• Never attack the person – only attack/address
the issue.
• If you do not understand – ask someone to
repeat, rephrase, clarify or re-address the
issue.
23
Departmental Communications
• Staff Meetings
• Have weekly/regular staff meetings
• Request that all cell phones be turned off – no emails or
texting during the meeting
• When possible, have the meeting on a day when most
everyone is available. If necessary for different shifts, have
more than one meeting.
• Always have an agenda and stick to it
• Respect Other’s Schedules – start and end on time
• Learn how to control a meeting
• Leave EGOS at the door
• Provide everyone the opportunity to participate.
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Departmental Communications
(cont.)
• Open discussions to the entire group.
• Determine who is responsible for responding to
open/action issues.
• Identify who, what, when and how the issue will be
settled.
• Assign actions and deadlines for completion and
document.
• Insure that everyone at the meeting, and those
that have missed the meeting, are informed of all
subjects addressed and any open /action issues.
25
Departmental Communications
(cont.)
• Give public praise for jobs well done.
• Acknowledge and celebrate successes
• Always address individual or unit performance
issues in private
• Group meetings are never the time or place to discuss
this subject.
26
Interpersonal Skills
• Interpersonal Skills
• The ability to get along with others.
• Personality Types – studies have shown that there are
five (5) personality types;
Competitive – comes from a position of power
Collaborative – everyone wins
Compromising – everyone gives up something
Accommodating – meeting others needs
Avoidance – hoping it will just go away
• see www.mindtools.com
27
Interpersonal Skills (cont’d)
What is your personality style under?
• Normal Conditions
• Under Stress
• With Your Superiors
• With Your Employees
•
•
•
•
•
Competitive
Collaborative
Compromising
Accommodating
Avoidance
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Interpersonal Skills (cont’d)
• Understanding each other's positions, challenges and
goals always leads to a long term resolution of any
issue.
• When you make a mistake - own up to it.
• Remember no one is perfect.
• More conflicts can be resolved by starting off saying
you are sorry, than any other way.
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Interpersonal Skills (cont’d)
• Learn how to deal with different ways of
communicating:
• Do not take it personally.
• Understand the other’s situation/position.
• Respecting each other’s space and time.
30
Interpersonal Skills (cont’d)
What makes Leaders successful?
• Traits of successful leaders:
•
•
•
•
•
•
They listen to what is being said.
They are engaged in the conversation.
They are always responsive.
They make everyone feel welcome and comfortable.
They eliminate physical barriers, i.e. desks, tables, etc.
They are respectful.
• It may not seem important to you, but it is to them.
COMMUNICATION!
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Interpersonal Skills (cont’d)
•
Respect everyone’s personal space:
• Try to have a comfortable space between you
and the individual you are speaking with – do
not get right in their face.
• People value their work space as their own
area.
 Sitting or leaning on someone’s desk may
upset them and show a lack of respect on
your part.
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Interpersonal Skills (cont’d)
•
•
Keep in mind that these are business
conversations :
 Although you may be friends outside of
work – remember there are others around,
who may feel as if you are playing favorites
Always keep an arms length.
Reference Source: www.skillsyou need.co.uk
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Interfacing with other Departments
and Organizations
• Inter-Department/Organization Communication
• Remember – you are representing your group,
department, or company
• You should be:
Prompt
Prepared
Participative
Professional
34
Interfacing with other Departments
and Organizations
• Everyone is dependent on the next
department.
• Your organization must works with every
department within a transit organization, and
often with external governmental agencies.
35
Interfacing with other Departments
and Organizations
• Listen – if you do not understand, ask for
clarification.
• Use Reflective Listening.
• Repeat what has been said, to insure that you
clearly understand the message.
• Employ good speaking and listening skills.
• Don’t overstep your authority.
36
Interfacing with other Departments
and Organizations
• Take notes and determine who is responsible for any
open issues.
• When are the responses/actions due?
• Summarize key points.
• If appropriate, report back to your unit.
• Foster positive relationships.
• Leave a good impression.
37
Summary
• What is communication?
• Listening skills.
• Barriers to effective communication.
• Improving intra and inter departmental
communications.
• Interpersonal skills.
38
Summary (cont’d)
• What is communication?
• Understanding personality types/styles.
• Interfacing with other Departments/Units.
• Assuming responsibilities and taking actions.
39
Review of Course Goals
• Define what effective communication is.
• Identify how your response and actions
impact your fellow employees, stake holders
and yourself.
• How to successfully conduct and participate in
meetings.
• Provide you with tools and insights on how to
effectively communicate and resolve issues.
40
Internal Agency Communication – Best Practices
Roberta J. Yegidis
22nd Annual Florida Commission for the Transportation Disadvantaged
Best Practices and Training Workshop
July 29, 2014 l Orlando, Florida
Center for Urban Transportation Research | University of South Florida
Contact Information
•
•
•
Mike Wright
Michael.Wright1@dot.state.fl.us
850-414-4529
Jay Goodwill
jaygoodwill@cutr.usf.edu
813-974-8755
Roberta Yegidis ryegidis@cutr.usf.edu
203-520-8894