When a new building or development is planned in a neighborhood, it is only natural that emotions run high. A new project doesnt just change the skyline and sightlines, after all; it alters the fabric of communities in a way that can be unnerving for even the most open-minded resident. In our practice, Work Program Architects (WPA), we work on civic-oriented projects, which often get some pushback from residents and other stakeholders. Each project is different, but collectively they have provided us with valuable insights about complexities of community dynamics and the value of a well-run community engagement plan.It may be tempting to regard this part of the process as another box to check, but designers and builders cant afford to treat community engagement as an afterthought. Done wrong, this critical part of the design process can lead to mistrust, opposition, and polarization.A community board meeting for a new school in Virginia held on June 27, 2024 (Courtesy WPA)Done right, it can foster genuine dialogue, build trust, and empower communities to shape their own futures. The rewards are significant: Projects that are embraced rather than opposed, smoother development processes, and, most importantly, more effective design that is influenced by the people who will be living with it.Heres how weve made it work, and why designers and builders need to take community engagement more seriously.Building Trust Before Sharing InformationWe learned early on that real engagement doesnt happen overnight. Most attendees are skeptical, afraid, and wary of change. We understand that this is a normal human reaction. To get everybody to a place where they trust that their voice is being heard, we schedule at least three separate public meetings. In the first of these meetings, our two primary goals are to listen and build trust. We ask attendees to share their impressions of the project and we transcribe what is said. Then we share an engagement summary with the community for final review, guaranteeing that their words are officially on record without alteration. This transparency sets the tone for future conversations, helping us move toward constructive dialogue. Without this foundation, the rest of the engagement process is futile.Atop this foundation built on trust, we hold a second meeting where we encourage the residents to open up, air their grievances, and express their worst fears. We listen and record, and then we reconsider our plans and approach with all of these thoughts and fears in mind. By the third meeting, most people have let go of their anxieties and are ready to find common ground. This structured approach allows people to move from fear to collaboration, creating a much smoother path toward consensus.(Courtesy WPA)Sometimes we need to go even further to earn a communitys trust. This is what happened while working on a residential housing project in the Olde Huntersville neighborhood in Norfolk, Virginia. Instead of showing up only when tensions were high, we attended community meetings early on, simply listening and observing, putting in the time to understand the residents concerns about preserving their neighborhoods identity and addressing housing needs.Eventually, after seeing our commitment and respect for their autonomy, they invited us in to help address specific planning needsparticularly around housing redevelopment and infrastructure improvements. This trust didnt develop overnightit was the result of showing consistent dedication to their vision before we proposed any designs.Engaging With Emotions, Not Just FactsIts easy to get bogged down in facts and figuresdemographics, traffic patterns, zoning regulationsbut raw data alone rarely changes minds. One of the most critical lessons weve learned is the importance of emotional engagement. For people to buy into change, they need to see how it connects to their personal stories and values. We dont just present hard facts; we ask personal questions, like: Could you imagine a future where your kids or grandkids might want or need to live in a place like this? This empathetic approach encourages people to connect their families futures with the proposed changes, helping them see the value of the project beyond the immediate disruption.By integrating both the factual and emotional dimensions, we get a more comprehensive picture of the communitys concerns and desires. This human-centered approach has been instrumental in moving the needle on even the most contentious projects.Rethinking and Flexing the FormatTraditional meeting formats often hinder productive dialogue. Picture this: Rows of chairs facing a presentation screen, followed by a Q&A session. Its a perfect recipe for one or two individuals to dominate the conversation with a highly contentious agenda. These formats rarely allow for genuine, collaborative problem-solving.(Courtesy WPA)Instead, we opt for round tables, small group discussions and interactive exercises. We force groups with opposing views to sit together and collaborate. In one particularly contentious meeting, we assigned community members leadership roles, giving them ownership over the discussion. As soon as people realize they are in charge of the conversation, they begin to see the project as theirs, not something imposed on them. This subtle shift makes all the difference.Of course, community engagement is not a one-size-fits-all strategy, and designers and builders need to embrace adaptability and responsiveness rather than rigidly adhering to preset plans. Early in our work, we thought we could tackle everything in one meeting, but quickly realized that was not enough. In one public meeting in Virginia Beach, we had planned to discuss several topics before getting to the issue of a public park. When an elderly man stood up and demanded to discuss the park immediately, we adapted on the spot. By reorganizing the agenda and addressing his concern first, we salvaged the meeting and gained the trust of the attendees, showing them that we were willing to listen and adjust.Inspiring Community Ownership of the ProcessThe ultimate marker of a successful community engagement process is when our role becomes invisible. When the project is no longer about us as designers or facilitators, but about the community taking ownership, we know weve done our job. When we hear phrases like my plan or our project, we know the process is working. When people start to see the development as something theyve created, not something being imposed on them, the project becomes a true reflection of the communitys values.One of the most rewarding outcomes weve experienced in our work is watching communities become educated on complex topics like zoning and demographic shifts. Initially, many community members oppose any change because they dont understand the larger forces at play. But once we take the time to bring them up to speedsometimes over multiple meetingsthey often begin to come around. The most memorable example happened during our community engagement process for a controversial multifamily project in the Poplar Halls neighborhood in Norfolk, Virginia. We hosted a series of workshops aimed at educating residents about zoning and demographic changes with many residents who were opposed to any form of new housing in their neighborhood.Using a kit that includes parts of housing and amenity types, we had residents work in groups to design their own neighborhood of the future and present it to the whole room. By the end of the process, one property owner who had been adamantly against the change suggested rezoning her own property for multifamily housing. This shift happened because we provided residents with the tools and knowledge to make informed decisions and trusted them to do so.Mel Price is CEO and cofounder of Work Program Architects, an architecture and urban design practice located in Norfolk, Virginia.Peter Johnston is the director of urban design at Work Program Architects.