When I worked in municipal government, I held a position which made me the point person when citizens had questions about decisions made by Council. Often, the phone calls began with someone being very unhappy. Always, the phone calls ended with someone thanking me for listening to them and (when necessary) fully explaining the issue or decision to them. It was very common for me to hear: “Well, I still don’t like the decision, but at least I understand it better now. Thank you.”
Prior to and after working in that role, I worked in public and government relations (first for someone else, then my own small business) where I wrote speeches, built presentations, and wrote brochure and newsletter content for local municipalities and various Niagara Region projects. The goal: to always communicate in a way that was accessible to the general public. Continue reading “Communication is of paramount importance”