This webinar is ideal for:

• Parish, Town & Community Council Clerks & Councillors

Community engagement in local government goes far beyond consultation forms and Facebook posts; it's what happens when a resident is furious about a decision or just wants someone at the council to actually listen.

Join Emma Payne, Town Clerk at Stotfold Town Council, for an honest look at what has worked—and what hasn't—at her council: the wins, the mistakes, and the moments engagement got uncomfortable. At the center of it all is one deceptively simple idea: treating people with kindness, even when the news is bad or the criticism is loud, can measurably change how residents feel about their council.

Emma has spent nearly 20 years in local government, is CiLCA-qualified, and is currently studying for an MA in Public Leadership—mostly, she suspects, to find out if there's an academic term for "just be nice to people and see what happens!"

Firmly believing that good governance and good manners aren't in competition, Emma will draw on real examples and survey data to share a advice that any parish or town council can use, regardless of team size or budget.

You will discover:

• How to deliver difficult news without losing trust: Leading with honesty even when the outcome is difficult and why softening the blow usually backfires.
• How kindness functions as an engagement strategy, not just a value: How to build this into everyday communication.
• How to know it's actually working: How to track sentiment over time, so 'we're building trust' isn't just a feeling, it's evidenced.