Build Trust

Trust has to be earned and granted. Below are some best practices so planners have a greater chance to succeed in establishing and maintaining healthy relations with the community: 

• Introduce yourself.  Provide background on what you are doing and why you are doing it. Explain why it is important for everyone to be part of the process. Introduce the core functions and principles of planning, when appropriate. 

• Take time to talk to people and to get to know people in the neighborhood: their experience, their values, their priorities, their hardships, their joy, their hopes, and their vision.

• Stay present with the community. Do follow-ups and follow through. Always circle back with the information and provide updates. Continuously share important information and resources even if they do not relate to the planning project. As much as seeking help from the community during the planning process, planners should also be helpful and of service to them.

• Involve the community early in the process or even before the process begins.

• Acknowledge past planning mistakes, no matter who did them. Also, acknowledge the limitations of planning, including its potential ineffectiveness, especially in the short run.

• Recognize the hard work, cultures, and accomplishments in the community. If there are local positive role models, mention them; also mention positive programs or actions taken by the community or their contributions to the local economy, any historic events, etc. Building and recognizing community pride is key to earning trust.

• Find allies in the community who can introduce the planners to their groups. Be clear about the purpose of any request. Use phrases like “I need your input because…”.  

• Learn from the communities and share planning knowledge with the communities. 

• Be transparent during the whole process, explaining in detail the milestones of the project, potential delays, constraints, and failures.  

• Do not give up on the communities you’re working in and do not take their mistrust personally. Instead, try to understand the root of their emotions.