Citizen and Employee Engagement for the Common Good

1. Citizen and Employee Engagement for the Common Good Leadership Academy Session #3—June 26, 2014 Dr. Frank Benest frank@frankbenest.com

2. Simon Sinek • TED.com video • Key points

3. Steve Jobs Commencement Speech • What was remarkable about speech? • What was Job’s “crucible” experience?

4. Feedback on Team Projects • Each team briefly presents modified work plan: • The challenge • Research methodology • Deliverable(s) • Feedback from all

5. Employee Engagement Is. . . “. . .the degree to which employees are connected & committed to their work, their colleagues & the purpose of organization.” “. . .demonstrated in the way the organization & employee work to support each other’s success.”

6. Employee Engagement • Positive outcomes are greatly enhanced • Discretionary effort! • Productivity • Customer service • Innovation & adaptability • Political support • Costs are greatly reduced • Absenteeism including sick time • Turnover • Workers comp & disability claims

7. Employee Engagement • San Mateo Co Guide • “In my current role, what is one thing that I can personally do to better engage direct reports or co-workers?”

8. Overview 1. “Developing Strategic Communications Plan” 2. Engagement as paramount strategy 3. Two models of govt work 4. Continuum of involvement 5. Case study—Civic engagement 6. Tool kit of engagement strategies

9. Overview (con’t) 7. Discussion of report on “Civic Engagement” 8. Reaction panel & key learnings 9. Scheduling development conversations with coach 10. More feedback on team projects 11. Team meetings

10. Developing Strategic Communications Plan • Share in pairs • Focus on Q’s # 1, 2, 6, 7, 10 • Share in large group

11. Big Challenges Require Boundary Crossing • Economic vitality • Educational achievement • Safe communities • Availability of water • Transportation • Affordable housing • Environmental protection • Health care • Immigration

12. Engagement Is Paramount Strategy • To address adaptive challenges, local govt must engage: • employees • other govt agencies & other sectors • citizens (directly but usually through “intermediary institutions”) • Local govt cannot do it alone!

13. Lack of Trust

14. Why Is There Mistrust in Government? • Lack of trust in all institutions • Questioning authority is part of American culture • Government scandals • Cynical media • Diverse society (“government for whom?”) • Anti-government leaders • Informationrevolution

15. Why Focus on Engagement? • Why do we need to engage citizens?

16. What Is The “Common Good”? People willing to. . . • Acknowledge needs & interests of other groups • Differentiate between “needs” &“wants” • Compromise with other groups • Acknowledge larger organizational, community, national or global needs

17. Two Models of Government Work • Vending Machine (people are passive consumers of public service)

18. Two Models of Government Work • Barn-Raising (people are active citizens who co-produce service)

19. Government-Centric Government

20. Issue-Centric Issue

21. Continuum of Involvement Informing Engaging *One-way *Two-way *Telling/selling *Listening/responding/listening *Educating *Learning *Presenting technical information *Eliciting values, hopes, aspirations, concerns *Discerning “public opinion” *Promoting “public judgment” *No responsibility for problem *People struggle to find solutions

22. Case Study Critique of case study • What went well? • What did not go so well? • What are lessons learned for our future practice?

23. Community vision workshops Family room dialogues Coffees with the Mayor and City Manager Call-in television shows with dept head Citizen surveys Social media Advisory panels of a representative sample of citizens Interactive websites “Instant voting” Engagement Tools

24. Engagement Tools Used by Your AgencyEffectiveness (hi, med, low) 1. 2. 3.

25. Discussion of ICMA Report • “How Civic Engagement Transforms Community Relations” • Key points • In practice, what do you find difficult or problematic?

26. Additional Resources Publications from Institute for Local Governmentwww.ca-ilg.org • “Civic Participation in California—How Local Agencies are Involving the Public, Building Trust and Making Better Decisions” • “Planning Public Forums” • “Getting the Most Out of Public Hearings”

27. Resources Articles from Frank Benest www.frankbenest.com • “Serving Customers or Engaging Citizens—What is the Role of Local Government?” • “City By Design” • Career Compass “Dealing with Angry Crowds” Books • Bowling Alone, Robert Putnam, 2000

28. Reaction Panel What resonated with me? What did not resonate with me? What do I have to add?

29. Assignments for Next Session Complete readings Schedule meeting with Exec Sponsor to inform about scope of team project Schedule “development conversation” with your coach Go to handout “Becoming a Great Coach” (posted for session #4)

30. Enhancing Team Projects • Eileen Beaudry

31. Feedback on Team Projects • Each team presents: • The challenge • Research methodology • Deliverable(s) • Feedback from all

32. Sample Outline for Team Report • Principles • Start with end in mind • What does audience want to know? • Less is more • Outline • Challenge & assignment • Summary of recommendations • Methodology • Conclusions • Recommendations

33. Team Project Reports Presentation incl. recommendations (15 minutes) Questions by Board & responses (10 minutes) Enhancing the report for Exec Sponsor(s) (5 minutes)

34. Scheduling the Team Reports • Five reports • One in Aug • Two in Sept • Two in Oct

35. Team Projects • Questions from teams? • Assistance needed? • Team meetings Thank you! www.frankbenest.com