How to Negotiate With an Angry Public

An angry public can be a powerful force.

Dealing with an angry public is a simple fact of life for public and private managers. Fortunately, with proper planning and preparation, it is possible to negotiate effectively with members of the public, no matter how angry they are. Usually, when managers negotiate with the public, they do so through representatives, such as politicians, union leaders and interest group leaders.

Instructions

1. Determine who the appropriate negotiating representative is. If the issue is related to labor, you might need to speak with a union boss. If the issue is related to geography, you might need to speak to a politician. Use news coverage to find out which group is upset, and visit the group's website to find out who you need to speak with.

2. Respond to any media requests you receive. State your company's position on the issues when you are interviewed. If your position is flexible, state this fact.

3. Speak with a lawyer. If your company has a lawyer dealing with public or labor issues, speak with that lawyer. If your company does not have such a person, contact a law firm and ask to arrange an appointment with a lawyer in their labor or mediation department. Ask your lawyer to advise you on your legal options (i.e. what you can and cannot offer; the legal consequences of various bargaining positions). Use a legal directory to find lawyers who are noted experts in their field.

4. Call the public representative and schedule an initial, informal meeting. The purpose of this first meeting is to simply arrive at an understanding, not to hammer out a fleshed out agreement. Put the options on the table and ask the representative what he can offer in return. Before the meeting is over, agree to a date for a second meeting with lawyers present, at which a contract will be agreed on.

5. Attend the second meeting with your lawyer and the public representative. Make your initial offer, whether it be a pay raise, an increase in benefits, or whatever you think strikes a good balance between meeting your needs and the public's. It is important that you not offer your maximum up front; you want to see if the representative will accept a lower offer, since you do have a duty to your company above all else. If the representative does not accept your initial offer, you have room to move. Continue this process until an agreement is reached.

6. Get your lawyer to write up the agreement. Sign the agreement. Ensure that the public representative also signs the agreement.

7. Contact a media representative and announce that an agreement has been reached. Have your lawyer write an official announcement, and distribute this to media outlets.

References

• My Business: Negotiate with Union Representatives
• "Vancouver Community Network"; Dealing with an Angry Public; Deborah Stein
• Dr. Phil's Advice: How to Negotiate

Resources

• American Bar Association