Public Relations & Communications
HERO UNIT
Training Module
Introduction
This course is designed to provide
information concerning the public
relations function performed by the HERO
Unit and to convey the importance of this
function in the overall success of the
HERO Operator’s day-to-day operations.
Mission
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Minimize traffic disruptions
Perform as a First Responder
Provide assistance to motorist in trouble
Strive to enhance the overall safety for the
traveling public
HERO Operator’s Role
• First Responder
• Assist Motorist
• Notify proper authorities of abandoned
vehicles
• Assist at incident scenes
• Install traffic controls
• Remove debris from travel lanes
HERO Operator’s Role
• Traffic conditions & incident reporting to
TMC
• Notify GDOT of property damage
• Minimize disruption to traffic
Public Relations Defined
• Development and cultivation of a mutual
Relationship between an Organization and
its public.
Public Relations Functions
• Promoting Good will
• Unification Goal
• DOT Representatives
Public Relations Functions
• Releasing Information to the Public
• Accurate
• Appropriate
• Timely
Public Relations Functions
• Reinforcing the Image
• First Responders
• Motorists Assistance
• Traffic Flow Managers
Public Relations Functions
• Promoting the Service
• Utilization of Communication Equipment
• Newsletters
• Photographs
• Video Tapes
• Interagency Meetings
Public Relations Function
• Counteracting Negative Publicity
• Exhibiting Professional Behavior
• Demonstrating Positive Experiences
• Distributing Positive Experiences
Public Relations Functions
• Handling Internal Communications
• Information Filtering System
• Upward Communication
• Downward Communication
• Lateral Communication
Public Relations Function
• Planning
• Short-term Goals
• Long-term Goals
• Unification Plan
Public Relations & The HERO Operator
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Position Development
Leadership Role
Decision Making Skills
Authority & Responsibilities
Position Evaluation
Three P’s
• Preserving Life
• Preventing Injury
• Protecting Property
HERO UNIT & Communications
• Communication Model
• Unified Incident Management
Structure
• Primary Functions
– Keep Information Flowing
– Project Positive Image
• Decision Making Process
HERO UNIT & Communications
• Communication Response
• Level 1 Incident
• Level 2 Incident
• Level 3 Incident
• Level 4 Incident
HERO UNIT & Communications
• Communication with other Agencies
• Managerial Level
• Field Level
–GDOT / TMC
–Emergency Services
–Towing & Recovery
–Law Enforcement
–Media
–Public
HERO UNIT & Communications
• Positive vs Negative Messages
• Utilization of Positive Words
• Persuasiveness
• Creating a Positive Image
HERO UNIT & Communications
• Effective Listening
• Active Listening
• Barriers
• Improvement Techniques
HERO UNIT & Communications
• Communication Strategies
• Perception
• Conciseness
• Clarity
• Completeness
• Accuracy
HERO UNIT & Communications
• Team Building
• Building Components
• Team Members Characteristics
• Plan of Action
Managing Conflict
• Conflict Styles
• Fighting
• Smoothing
• Avoiding
• Bargaining
• Problem Solving
Managing Conflict
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Conflict Components
• Personal Zones
– Hot
– Warm
– Cold
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Hidden Messages
Emotions
Control
Positive Attitude
Alternative Solution
Managing Conflicts
• Conflict Procedures
• Detach
• Eliminate
• Communicate
• Initiate
• Diffuse
• Evaluate
Summary
This course was designed to teach HERO
operators the appropriate ways to project
a positive and correct image to the public
and other emergency agencies, as
representatives of the Georgia DOT
And to discover communication strategies
and conflict management techniques
which will aid the HERO operators in
doing the best job possible.
THE END
Questions or Discussion