From Larry Susskind’s blog on the Consensus Building Approach
On April 30th and May 1st, I offer a two day training program called Dealing with An Angry Public (www.pon.execseminars.com). Along with my Harvard Business School colleague Michael Wheeler and Jeff Ansell, a well known Canadian journalist and media consultant, we show how a consensus building approach can be used to reshape interactions with various publics that are angry with you — either because of what you have done, what you propose to do or what you stand for. Most of what passes for media training in such situations focuses on getting the right message across. We teach how to go beyond that and interact with angry publics by (1) acknowledging the concerns of the other side; (2) encouraging joint fact finding; (3) offering contingent commitments and promising to compensate unintended but knowable impacts; (4) accepting responsibility, admitting mistakes and sharing power; (5) acting in a trustworthy fashion at all times; and (6) focusing on building long-term relationships.
The International Ombudsman Association will sponsor aspiring Ombuds to attend its annual conference in Virginia this spring. Depending on the number of applicants, the IOA International Outreach Committee will award full...By Tom Kosakowski