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'�. DEPARTMENT <br />� OF N€VENUE <br />All proceedings must be public <br />The board meetings are subject to the open meeting law. The open meeting law requires that meetings of governmental <br />bodies generally must be open to the public. Therefore, all board proceedings must be public. <br />Board members should not leave the meeting to the assessors while they talk about other business. <br />Board members should not confer with each other, the assessor, or appellants regarding appeals in question outside the <br />board meeting(s). <br />Make appellants feel comfortable <br />Presenting an appeal to the Board of Appeal and Equalization can be intimidating for appellants. The goal of the board should <br />be to make the appellant feel comfortable, not intimidated. To make the appellant more comfortable when presenting an <br />appeal to the board, it is recommended that the appellant sit (or stand) in front of the board and present directly to the <br />board rather than having the appellant speak and address all present in the audience. This not only allows the appellant to be <br />more comfortable, but also decreases the potential that an angry "mob" will form at the meeting. <br />Dealing with angry or difficult properry owners <br />The following are some tips that may be helpful when dealing with an angry or difficult property owner: <br />■ Always treat the property owner with respect; <br />■ Listen to the propertyowner; <br />■ Speak calmly and keep your body language calm; <br />■ Encourage the property owner to discuss his/her concerns; <br />■ Do not get defensive; <br />■ Keep things on a positive level; <br />■ Avoid blaming statements ("You..."); <br />■ Keep the conversation focused on the issue, not personalities ("The assessor doesn't like me," etc.); <br />■ Clarify the problem; <br />■ Acknowledge the property owner's concerns; <br />■ Show empathy for the property owner; <br />■ Emphasize collaboration ("Let's see if we canfind a solution to this problem."); <br />■ Let the property owner know that you will be reviewing the facts of the case; and <br />■ End the property owner's presentation by acknowledging in a tactful manner that you've heard what he/she <br />has to say and will consider the matter. <br />If things get too heated, it may be a good idea to suggest a short break so the parties can calm down. Do not let things <br />get out of hand before informing the authorities. If the board is anticipating any problems, it may be a good idea to <br />inform local law enforcement of the meeting in advance. Do not take threats or someone talking about violence lightly. <br />Safety should be your main concern. If you feel threatened, call the authorities. <br />Oftentimes, property owners are frustrated by the process because they are unsure about how to appeal to the local <br />board. To reduce their frustration, it is recommended that the local board let them know what they will need to do to <br />substantiate their appeal (see "Handouts for propertyowners"section in theAppendixfor information local boards <br />may supply to property owners). <br />�� <br />24 <br />