public relations & communications public relations & communications hero unit training...

Public Relations & Public Relations & CommunicationsCommunications

HERO UNITHERO UNIT

Training ModuleTraining Module

IntroductionIntroduction

This course is designed to provide This course is designed to provide information concerning the public information concerning the public relations function performed by the HERO relations function performed by the HERO Unit and to convey the importance of this Unit and to convey the importance of this function in the overall success of the function in the overall success of the HERO Operator’s day-to-day operations.HERO Operator’s day-to-day operations.

MissionMission

• Minimize traffic disruptionsMinimize traffic disruptions

• Perform as a First ResponderPerform as a First Responder

• Provide assistance to motorist in troubleProvide assistance to motorist in trouble

• Strive to enhance the overall safety for the Strive to enhance the overall safety for the traveling publictraveling public

HERO Operator’s RoleHERO Operator’s Role

• First ResponderFirst Responder• Assist MotoristAssist Motorist• Notify proper authorities of abandoned Notify proper authorities of abandoned

vehiclesvehicles• Assist at incident scenesAssist at incident scenes• Install traffic controlsInstall traffic controls• Remove debris from travel lanesRemove debris from travel lanes

HERO Operator’s Role HERO Operator’s Role

• Traffic conditions & incident reporting to Traffic conditions & incident reporting to TMCTMC

• Notify GDOT of property damageNotify GDOT of property damage

• Minimize disruption to trafficMinimize disruption to traffic

Public Relations DefinedPublic Relations Defined

• Development and cultivation of a mutual Development and cultivation of a mutual RelationshipRelationship between an Organization and between an Organization and its public.its public.

Public Relations FunctionsPublic Relations Functions

• Promoting Good willPromoting Good will

• Unification Goal

• DOT Representatives

Public Relations Functions Public Relations Functions

• Releasing Information to the Public Releasing Information to the Public

• Accurate

• Appropriate

• Timely

Public Relations Functions Public Relations Functions

• Reinforcing the ImageReinforcing the Image

• First Responders

• Motorists Assistance

• Traffic Flow Managers


• Promoting the ServicePromoting the Service

• Utilization of Communication Equipment

• Newsletters

• Photographs

• Video Tapes

• Interagency Meetings

Public Relations FunctionPublic Relations Function

• Counteracting Negative PublicityCounteracting Negative Publicity

• Exhibiting Professional Behavior

• Demonstrating Positive Experiences• Distributing Positive Experiences


• Handling Internal CommunicationsHandling Internal Communications

• Information Filtering System

• Upward Communication

• Downward Communication• Lateral Communication

Public Relations FunctionPublic Relations Function

• PlanningPlanning

• Short-term Goals

• Long-term Goals

• Unification Plan

Public Relations & The Public Relations & The HERO OperatorHERO Operator

• Position DevelopmentPosition Development• Leadership RoleLeadership Role• Decision Making SkillsDecision Making Skills• Authority & ResponsibilitiesAuthority & Responsibilities• Position EvaluationPosition Evaluation• Three P’sThree P’s

• Preserving Life• Preventing Injury• Protecting Property

HERO UNIT & HERO UNIT & CommunicationsCommunications

• Communication ModelCommunication Model

• Unified Incident Management Structure

• Primary Functions– Keep Information Flowing– Project Positive Image

• Decision Making Process


• Communication ResponseCommunication Response

• Level 1 1 Incident

• Level 22 Incident

• Level 33 Incident• Level 44 Incident


• Communication with other AgenciesCommunication with other Agencies

• Managerial Level

• Field Level–GDOT / TMCGDOT / TMC–Emergency ServicesEmergency Services–Towing & RecoveryTowing & Recovery–Law EnforcementLaw Enforcement–MediaMedia–PublicPublic


• Positive vs Negative MessagesPositive vs Negative Messages

• Utilization of Positive Words

• Persuasiveness• Creating a Positive Image


• Effective ListeningEffective Listening

• Active Listening

• Barriers• Improvement Techniques


• Communication StrategiesCommunication Strategies

• Perception

• Conciseness

• Clarity

• Completeness• Accuracy


• Team BuildingTeam Building

• Building Components

• Team Members Characteristics• Plan of Action

Managing ConflictManaging Conflict

• Conflict StylesConflict Styles

• Fighting

• Smoothing

• Avoiding

• Bargaining

• Problem Solving

Managing ConflictManaging Conflict• Conflict ComponentsConflict Components

• Personal Zones– Hot– Warm– Cold

• Hidden Messages• Emotions• Control• Positive Attitude• Alternative Solution

Managing ConflictsManaging Conflicts

• Conflict ProceduresConflict Procedures

• Detach

• Eliminate

• Communicate

• Initiate

• Diffuse• Evaluate

SummarySummary

This course was designed to teach HERO This course was designed to teach HERO operators the appropriate ways to project operators the appropriate ways to project a positive and correct image to the public a positive and correct image to the public and other emergency agencies, as and other emergency agencies, as representatives of the Georgia DOTrepresentatives of the Georgia DOT

And to discover communication strategies And to discover communication strategies and conflict management techniques and conflict management techniques which will aid the HERO operators in which will aid the HERO operators in doing the best job possible.doing the best job possible.

THE ENDTHE END

Questions or DiscussionQuestions or Discussion

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