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16 Aircraft Noise: A Toolkit for Managing Community Expectations Subsequent chapters of the Guidebook and Toolkit references will give information about characteristics of the relationship between aircraft noise and surrounding land uses, an overview of the various noise metrics available to the noise analyst to enhance the public's understanding of the conditions of noise in the airport environs, and discussion and tools to assist the airport manager to better communicate about concepts of noise abatement and land use management opportunities that always will arise during discussions of aircraft noise with public audiences. The chapters will provide tools and examples that the airport manager may tailor to the airport's particular needs. Throughout the remainder of this Guidebook, icons, as indicated below, will be included that relate to the documents, graphics, or other examples provided on the accompanying Toolkit Com- pact Disc. Each icon will consist of a box surrounding a computer mouse icon with a two part number. The first number is the chapter where it is referenced, and the second number is the sequential tool number within that chapter. X-1 The tool may be accessed by going to the table of contents for the Toolkit CD and double clicking on the tool number. When to Use This Chapter Airport Managers should refer to this chapter when: Responding to controversial issues of noise and sensitive use conflicts that have arisen around the airport, particularly if unexpected Developing a long-term community engagement strategy; Developing a noise abatement and land use management program Planning a new project; Constructing improvements; and Any other time controversy arises between the airport and its surrounding community over issues of environmental concern. Community Engagement Strategies Airport surveys (airport noise officer survey results are located in the Toolkit) 4-1 , follow- up interviews, case studies, literature reviews and professional experience were sifted for the fun- damental ideas and strategies that would help managers of airports of all sizes to implement an effective noise communications approach. Although local community engagement efforts could succeed without addressing all of these strategies, the chances of success improve greatly when most or all of these strategies have been addressed. Strategies for Successful Community Engagement Have a community/service-oriented commitment; Develop progressive communication strategies; Establish continuous proactive engagement; Acquire good listening skills; Develop quality, rather than quantity information; Build lasting relationships and establish trust; Manage community expectations through transparency; Address emotional feelings and do hard things; and Decide when help is needed.