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�n thon H <br /> E <br /> ilia c�' LE RS <br /> b ASSOCIATES INC <br /> PROBLEM SOLVING COMMUNICATIONS <br /> Sell the Problem _ - <br /> • Communicate the implications of not addressing or solving the problem. <br /> • If possible forecast the problem well in advance of needing to address <br /> problem. <br /> • Explain impact of not solving problem as outcome statements and impact on <br /> residents and customers. <br /> • Develop chronology of communications on important issues. <br /> • Develop communications plan to support effort. <br /> Sell the Process <br /> • Develop a process appropriate to problem(i.e. task force, staff report, <br /> commission study,etc.). <br /> • Communicate process including opportunity for public involvement. <br /> • Establish clear expectations regarding community involvement. <br /> • Request options to be evaluated. <br /> • Reaffirm problem statement. <br /> • Maintain chronology. <br /> Sell the Options <br /> • Communicate options generated from process. <br /> • Develop clear evaluation criteria for option including advantages and <br /> disadvantages. <br /> • Request feedback on additional options. <br /> • Request feedback on evaluation criteria. <br /> • Request feedback on evaluation. <br /> • Reaffirm problem statement and process. <br /> • Maintain chronology. <br /> Sell the Selected Option <br /> • Communicate selected option. <br /> • Communicate basis for selection. <br /> • Provide balanced evaluation including disadvantages of option. <br /> • Reaffirm problem statement, process and options. <br /> • Maintain chronology <br /> • Identify next steps for implementation. <br /> 8 <br />