RTAP Roundtable Discussion & Internal Agency Communications

1. RTAP Roundtable Discussion & Internal Agency Communications 22nd Annual Florida Commission for the Transportation Disadvantaged Best Practices and Training Workshop July 29, 2014 l Orlando, Florida

3. RTAP Roundtable Discussion & Customer Driven Service • Welcome • Introduction of Session Presenters • Mike Wright – Florida DOT • Jay Goodwill – USF CUTR • Roberta Yegidis – USF CUTR • Self Introductions

4. RTAP Roundtable Discussion & Customer Driven Service • Self Introductions • Your Name • Your Agency and Title • Role (if any) with your local: • Community Transportation Coordinator (CTC) • Local Coordinating Board (LCB) • Local Planning Agency (LPA) • Other ?? • Experience with Florida RTAP • Expectations for today’s session

5. Today’s Agenda • What is RTAP? • Discussion of Florida RTAP • Recent Activities • Future Direction • Florida RTAP’s Internal Agency Communications – Best Practices Training Module • Wrap-Up

6. Florida RTAP Objectives • Promote the safe and effective delivery of public transportation in non-urbanized (rural and small urban) areas and to make more efficient use of public and private resources • Foster the development of state and local capacity for addressing the training and technical assistance needs of the rural and small-urban transportation communities • Improve the quality of information and technical assistance available through the development of training and technical assistance resource materials • Facilitate peer-to-peer self-help through the development of local networks of transit professionals • Support the coordination of public, private, specialized and human service transportation services

7. Florida RTAP Objectives (continued) • Build a national (statewide) database on the non-urbanized segment of the public transportation industry • Organize and implement a highly effective and motivated advisory board, which is guided by a clear set of goals, responsibilities, and performance measures • Make RTAP a household word with small urban and rural providers who will actively use and benefit from the center • Develop and implement an evaluation process that ensures the training being offered is of the highest quality and is meeting the needs of the small urban and rural provider

8. Florida RTAP Outreach • RTAP Bulletin • a quarterly electronic newsletter

9. Florida RTAP Outreach • RTAP Website • Broadcasts • E-blasts • List Serv

10. Florida RTAP Outreach • Florida RTAP Paratransit Roadeo 2013 Lee County Roadeo Photos Ray Aylmer, Gulf County 1st Place CTAA Van Division

11. Florida RTAP Outreach • Training Opportunities • Classes • PDW • Webinars • CTD Workshop

12. Next Steps for Florida RTAP ??? Discussion on Likes, Dis-Likes, Wishes, If Only, etc. Let us know what you want from RTAP !!

13. Contact Information Mike Wright Michael.Wright1@dot.state.fl.us 850-414-4529 Jay Goodwill jaygoodwill@cutr.usf.edu 813-974-8755 Roberta Yegidis ryegidis@cutr.usf.edu 203-520-8894

14. Internal Agency Communication – Best Practices Roberta J. Yegidis 22nd Annual Florida Commission for the Transportation Disadvantaged Best Practices and Training Workshop July 29, 2014 l Orlando, Florida

15. Course Introduction This course is being offered to assist transit and transit related professionals, on the importance of effective communication. Emphasis will be on improving verbal communications between Operations, Maintenance and Administration units within a transit agency. Effective communication with external stake holders will also be discussed.

16. Course Overview • What is communication? • Two way process – including listening skills • Barriers to effective communication and how to address them? • Improving intra-transit agency communications • Interpersonal skills – understanding communication conflict personalities • Interfacing with other departments organizations

17. Course Goals and Objectives • Define what effective communication is. • Identify how your response and actions impact your fellow employees, stake holders and yourself. • How to successfully conduct and participate in meetings. • Provide you with tools and insights on how to successfully communicate and resolve issues.

18. Definitions • Communication: The act of exchanging or sharing information. • Intra-department: Within the same group or department. • Inter-department: Between multiple groups or departments. • Silo: A vertical/closed group not interested in sharing information or accepting suggestions from outside the group. • Interpersonal skills: The ability to get along with others. • Reflective Listening: The process of repeating what is said to ensure complete understanding.

19. Communication is a Two Way Process • Effective communication is: • The act of exchanging or sharing information. • 2-Way – up and down and down and up. • The conveyance of ideas, facts, andopinions. • The first part of communication is to clearly speak or say what needs to be addressed. EFFECTIVE COMMUNICATION IS AN ESSENTIAL COMPONENT OF ANY SUCCESSFUL ORGANIZATION

20. Listening Skills • Listening is the second part of an effective communication process. • You need to hear what is being said. • If you have already decided what the answer is, while someone is still speaking – you are not listening. • If you are unsure as to what has been said - ask someone to repeat or rephrase a statement.

21. Listening Skills (cont.) • Listen, empathize, and provide guidance and assistance in resolving their issues. • This processwill lead to an on-going relationship of trust and respect.

22. Barriers to Effective Communication • Not hearing (fully listening) to what the other person is saying. • Forming opinions and answers, before someone is finished speaking. • Placing blame. • Not being willing to take responsibility. • Silos. • Improper documentation.

23. Steps to Successful Listening • Hold off on formulating a response until the entire issue is explained. • Never attack the person – only attack/address the issue. • If you do not understand – ask someone to repeat, rephrase, clarify or re-address the issue.

24. Departmental Communications • Staff Meetings • Have weekly/regular staff meetings • Request that all cell phones be turned off – no emails or texting during the meeting • When possible, have the meeting on a day when most everyone is available. If necessary for different shifts, have more than one meeting. • Always have an agenda and stick to it • Respect Other’s Schedules – start and end on time • Learn how to control a meeting • Leave EGOS at the door • Provide everyone the opportunity to participate.

25. Departmental Communications (cont.) • Open discussions to the entire group. • Determine who is responsible for responding to open/action issues. • Identify who, what, when and how the issue will be settled. • Assign actions and deadlines for completion and document. • Insure that everyone at the meeting, and those that have missed the meeting, are informed of all subjects addressed and any open /action issues.

26. Departmental Communications (cont.) • Give public praise for jobs well done. • Acknowledge and celebrate successes • Always address individual or unit performance issues in private • Group meetings are never the time or place to discuss this subject.

27. Interpersonal Skills • Interpersonal Skills • The ability to get along with others. • Personality Types – studies have shown that there are five (5) personality types; • Competitive – comes from a position of power • Collaborative – everyone wins • Compromising – everyone gives up something • Accommodating – meeting others needs • Avoidance – hoping it will just go away • see www.mindtools.com

28. Interpersonal Skills (cont’d) What is your personality style under? • Normal Conditions • Under Stress • With Your Superiors • With Your Employees • Competitive • Collaborative • Compromising • Accommodating • Avoidance

29. Interpersonal Skills (cont’d) • Understanding each other's positions, challenges and goals always leads to a long term resolution of any issue. • When you make a mistake - own up to it. • Remember no one is perfect. • More conflicts can be resolved by starting off saying you are sorry, than any other way.

30. Interpersonal Skills (cont’d) • Learn how to deal with different ways of communicating: • Do not take it personally. • Understand the other’s situation/position. • Respecting each other’s space and time.

31. Interpersonal Skills (cont’d) What makes Leaders successful? • Traits of successful leaders: • They listen to what is being said. • They are engaged in the conversation. • They are always responsive. • They make everyone feel welcome and comfortable. • They eliminate physical barriers, i.e. desks, tables, etc. • They are respectful. • It may not seem important to you, but it is to them. COMMUNICATION!

32. Interpersonal Skills (cont’d) • Respect everyone’s personal space: • Try to have a comfortable space between you and the individual you are speaking with – do not get right in their face. • People value their work space as their own area. • Sitting or leaning on someone’s desk may upset them and show a lack of respect on your part.

33. Interpersonal Skills (cont’d) • Keep in mind that these are business conversations : • Although you may be friends outside of work – remember there are others around, who may feel as if you are playing favorites • Always keep an arms length. Reference Source: www.skillsyou need.co.uk

34. Interfacing with other Departments and Organizations • Inter-Department/Organization Communication • Remember – you are representing your group, department, or company • You should be: • Prompt • Prepared • Participative • Professional

35. Interfacing with other Departments and Organizations • Everyone is dependent on the next department. • Your organization must works with every department within a transit organization, and often with external governmental agencies.

36. Interfacing with other Departments and Organizations • Listen – if you do not understand, ask for clarification. • Use Reflective Listening. • Repeat what has been said, to insure that you clearly understand the message. • Employ good speaking and listening skills. • Don’t overstep your authority.

37. Interfacing with other Departments and Organizations • Take notes and determine who is responsible for any open issues. • When are the responses/actions due? • Summarize key points. • If appropriate, report back to your unit. • Foster positive relationships. • Leave a good impression.

38. Summary • What is communication? • Listening skills. • Barriers to effective communication. • Improving intra and inter departmental communications. • Interpersonal skills.

39. Summary (cont’d) • What is communication? • Understanding personality types/styles. • Interfacing with other Departments/Units. • Assuming responsibilities and taking actions.

40. Review of Course Goals • Define what effective communication is. • Identify how your response and actions impact your fellow employees, stake holders and yourself. • How to successfully conduct and participate in meetings. • Provide you with tools and insights on how to effectively communicate and resolve issues.

41. Internal Agency Communication – Best Practices Roberta J. Yegidis 22nd Annual Florida Commission for the Transportation Disadvantaged Best Practices and Training Workshop July 29, 2014 l Orlando, Florida

42. Contact Information Mike Wright Michael.Wright1@dot.state.fl.us 850-414-4529 Jay Goodwill jaygoodwill@cutr.usf.edu 813-974-8755 Roberta Yegidis ryegidis@cutr.usf.edu 203-520-8894