Carrie Pfeffer, a consultant and former reporter, led a training session for the Planning and Zoning Commission titled “Life in the public spotlight,” offering guidance on public communication, civics context and meeting procedures.

Pfeffer told commissioners the role carries a public‑service responsibility and urged members to view that role as a professional obligation rather than a burden. She recommended that commissioners provide civic context for decisions so members of the public understand the steps that led to an agenda item, and she encouraged making agendas and procedural rules conversational and clear without sacrificing legal accuracy.

Pfeffer reviewed communication fundamentals and research on how people hear messages: roughly 7% of communication is word choice, 38% is tone of voice and 55% is body language. She advised commissioners to be mindful of voice tone and nonverbal cues, especially during extended meetings or contentious items. Pfeffer recommended consistent meeting rules to reduce perceived unfairness and to avoid conflicts, and she emphasized listening as the commission’s most important communication skill, including repeating back key points so speakers feel heard.

Commissioners and staff discussed practical points: acknowledging speakers courteously, maintaining eye contact when appropriate, and making brief, explanatory remarks to provide context for complex items. Chair David Gillette and several commissioners noted they try to validate speakers’ concerns even when votes do not go the speaker’s way.

Pfeffer concluded by urging the commission to treat public interactions as opportunities to explain processes and to model civil engagement.