“Let your breath be your first response.” These words, spoken with a southern drawl reminiscent of Matthew McConaughey in The Lincoln Lawyer, came from fellow Texan Jefferson Fisher and resonated with me. As the world’s most-followed trial attorney, Jefferson frequently shares practical communication tips on Instagram from his car. While he gave this advice in the context of a heated deposition, I instantly connected it to the work we do daily in local government.

If we’re honest with ourselves, how often do we listen just to respond when a conversation isn’t going the way we want rather than truly hearing what someone has to say? And how often do our agencies treat “public outreach” as a box-checking exercise?

Fisher’s advice is especially relevant in local government, where effective communication is essential in building trust and fostering community engagement. He goes a step further when discussing spirited discussions: after you take a breath, he suggests throwing out your first response. It’s often emotionally charged and reactionary. Instead, go with your second response—it will be more thoughtful and better suited to the situation. This approach can transform communication, encouraging more reflective and meaningful interactions.

Listening Builds Trust

Public trust in government has been steadily declining over the years. The Edelman Trust Barometer reveals that trust in government has reached critically low levels globally, driven by factors like polarization, economic uncertainty, and misinformation. However, local governments generally retain higher levels of trust than national governments, largely due to their closer proximity to citizens and ability to address concerns more directly.

Effective listening isn’t simply “checking the box” on public engagement requirements. It’s about genuinely valuing community input and taking action based on that feedback. When we treat listening as a formality, we miss the opportunity to build stronger relationships with the communities we serve.

By actively listening—acknowledging concerns and demonstrating a willingness to act—we strengthen bonds with our communities, increase credibility, and foster collaboration. Trust grows when people see their voices lead to meaningful change or at least thoughtful dialogue. Responsiveness, transparency, and acting on public needs are essential to improving trust in local government.

Moving Beyond Traditional Feedback Channels

Traditional feedback channels like city council meetings and public hearings often need to be revised. They rarely allow for in-depth, meaningful conversations needed for authentic engagement. A three-minute slot at a public hearing doesn’t give community members enough time to express their concerns fully, let alone the challenge of attending a meeting amidst busy personal schedules.

To foster more authentic engagement, we need to create more accessible venues for dialogue. Neighborhood meetings, focus groups, listening sessions, and a genuine open-door policy offer more flexible opportunities for interaction. These informal settings encourage broader participation and more profound feedback, especially from those who may feel uncomfortable speaking in formal public hearings.

Listening as a Shared Responsibility

Listening must be embedded at all levels of our organizations. While communication professionals often facilitate these efforts, it’s not solely our responsibility. City managers, department heads, and front-line employees all play critical roles in fostering a culture of listening and engagement. It’s crucial that everyone sees this as part of their role and honors this “task.”

We must also focus on internal listening. Employees’ insights can drive meaningful outcomes, ensuring that policies and services reflect the realities faced by those delivering them. A culture of listening—both internally and externally—creates a more responsive and effective government.

From Listening to Action

As Jefferson Fisher reminded me with his “take a breath” approach, listening isn’t about waiting for your turn to speak. It’s about pausing, reflecting, and thoughtfully responding. This approach leads to better decision-making and stronger public trust in local government communications. Listening and understanding should guide every interaction, not just responses to immediate concerns. After all, listening is the precursor to trust.

In an era of declining trust, listening is more than a communication tool—it’s the foundation of effective governance. When we prioritize listening and commit to acting on feedback, we move beyond being mere sources of information. We become true partners with our communities, working together to address issues and improve lives. By embedding listening into our organizational culture, we can build lasting relationships and foster a deeper sense of trust and collaboration with the people we serve.

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