Guest Information

Mark Zeigler, Senior Lecturer and Director of First-Year Experience Programs, Florida State University

Desiree Casanova, Assistant to the County Administrator, Sarasota Florida
 

Takeaways

• Effective communication requires understanding the past, present, and future of interactions.
• Empathy is crucial in communication, especially in local government settings.
• Nonverbal communication can account for a significant portion of the message conveyed.
• Follow-up communication is essential to show that you value the conversation.
• Personalized responses can significantly improve public trust in government.
• Active listening involves not just hearing but understanding the speaker's message.
• Tailoring communication styles to the audience can enhance understanding and cooperation.
• Silence can be detrimental; addressing issues directly is important.
• Building trust takes time and requires consistent, genuine interactions.
• Stories can be powerful tools to connect with skeptical audiences.
   

Chapters

Introduction to Effective Communication

Philosophical Foundations of Communication

Understanding Roles in Communication

Empathy and Active Listening

Nonverbal Communication Techniques

The Power of Follow-Up Communication

Personalized Responses in Local Government

Tailoring Communication Styles

Resources from ICMA Learning Lab

Self-Paced Online Course: Communicating with Elected Officials, Staff, and the Media

Free On-demand Webinar: Improving Trust and Transparency with Better Public Communications