Being at the front of a room and maintaining a productive and inclusive environment during an engagement event is a big responsibility. It is natural to feel nervous in a situation like this. Below are some tips to help feel calmer and stay relaxed.

• Write down and practice the event introduction to reduce the chance of stumbling over words when the event starts.
• Redirecting thoughts from concerns to parts of the event that feel more energizing and meaningful can help the body reinterpret nervousness.
• Connecting with team members and participants for quick chats can help build a positive environment.

Facilitation starts as soon as the first participants enter the event space. Staff can welcome participants and orient them to the space. When staff get to know participants and their reasons for attending the engagement event, participants may become more comfortable and open to sharing their ideas.

Once the event begins, the facilitator should explain to participants the purpose of the event, the desired input that the project team is seeking, and any guidelines for participation to make the event productive.

Two commonly used types of guidelines are standard engagement event guidelines and event agreements. Below are their definitions and when to use them.

Regardless of format, productive engagement event guidelines and engagement event agreements establish standards for how everyone should participate to keep engagement environments constructive, fair and respectful. Simple reminders of the guidelines or agreements can put potentially disruptive behaviors back on a productive track.

The City has standard productive engagement event guidelines, including an explanation of how to introduce them. Facilitators may modify the City’s standard guidelines to align with their facilitation style and/or the unique circumstances and needs of the event.

How to Use the Productive Engagement Event Guidelines:

• In larger public engagement events, the facilitator should introduce the guidelines both verbally and in writing at the beginning of the event and explain its purpose. Attendees do not need to formally acknowledge or verbally agree to these guidelines, but the information is shared to create a productive and safe space for all.
  • Example of a productive engagement event guidelines introduction by the facilitator: “Productive engagement event guidelines help us set expectations for participation during this event. They help make sure that all of us in this event have a positive and productive experience. We’ll review these guidelines now; please keep them in mind as the event progresses. My role throughout the event is to make sure that we’re living up to the guidelines and I’ll chime in to keep us on track if we are starting to deviate from them. If you don’t feel that you’re able to follow these guidelines, we would ask that you consider providing your feedback in a different manner such as through the online survey or by sending us an email.”
• In smaller group meetings (10-20 people, e.g. project-specific groups), it is preferable that the group collaborates and makes decisions together to create the engagement event agreements, particularly in a group that will work together over time. For these situations, use the guidelines below as a starting point to discuss and build on.

Each of the five guidelines below should be included on a single presentation slide followed by an explanation by the presenter.

Standard Productive Engagement Event Guidelines  

When people interact with government, they bring experiences and perceptions that may contribute to them wondering if the project team cares and why they should be trusted.

When community members experience care and trust, there’s greater opportunity for sharing project information and having dialogue about questions, concerns, ideas and solutions. When engaging with communities that have been structurally excluded, even greater effort to express care is warranted.

The entire project team can work to establish rapport with community members to express care. After reviewing the concepts below, the project team will likely identify others based on their own experiences and observations.

Concepts to implement care and increase trust include:

• Hospitality: Hosting a public engagement event can be compared to hosting a get-together for family and friends. Part of hosting is considering people’s needs and preferences beforehand and monitoring and attending to their comfort during the event.
• Active Listening: Active listening involves going beyond simply hearing the words that another person speaks. It involves carefully listening to what others are saying—not to immediately have a response, but to understand fully what is being said. With community members, active listening helps to convey that staff hear them and value their input. Be attentive, ask open-ended questions, summarize and paraphrase, request clarifications, show empathy and use open body language.
• Nonverbal Behavior: View the Nonverbal Communication section to learn strategies for effective communication with the public through attire, body language and music.
• Neutrality: Neutral facilitation can help participants be more comfortable sharing their diverse viewpoints. Facilitators should not provide their personal opinions on processes or project details, regardless of if they are personally in support or opposition.

Each group of participants will have their own unique needs. Consequently, moments may arise where the group is requesting a different approach than what was planned for the engagement event. Having the agility to respond to requests and alter plans demonstrates genuine care and signals intention to authentically engage community members. 

For example, if community members are vocalizing discomfort with a workshop format, consider pausing and convening the whole group. Listen to their concerns, take notes and try to incorporate their preferences around how they hope to engage moving forward. 

One of the benefits of public engagement events is community members having the opportunity to ask questions and seek information about things that are important to them. However, sometimes the project team does not have the answer.

Avoid deflecting responsibility or responding in a way that prevents people from receiving the information that they’re seeking. Instead, convey that staff will follow up to provide an answer and follow through with the action.

Team members who are not in the role of facilitator still play a big part in accomplishing a productive, inclusive public engagement event. Here are several ways to support and reinforce the facilitator’s role.

• During the event, stay within communication range of the facilitator in case they ask for assistance. For example, they may need help distributing materials, adjusting the room set up, troubleshooting audiovisual equipment or bringing out more refreshments.
• Greeters and sign-in table staff can hand out background materials, such as fact sheets, to participants as they enter the event.
• Identify ways to make the space more comfortable for participants and implement any quick adjustments.
• During a Q&A session, point out any participants whom the facilitator may have missed.
• When the facilitator sums up any topics of discussion, notetakers can share any points that the facilitator may not have heard to ensure that all input is recognized and recorded.