Course Outline
Welcome and Program Overview
- Program objectives, agenda overview, and course dynamics.
- Setting participant expectations and establishing ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the primary face of the organization.
- Frequent high-pressure scenarios inherent in public service operations.
- The impact of public visibility on institutional reputation.
Emotional Self-Regulation in the Field
- Recognizing emotional triggers during field interactions.
- Techniques for self-regulation before and during confrontations.
- Strategies to prevent emotional burnout from continuous public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Understanding the three phases: Anticipate, Block, and Channel.
- Step-by-step application during public confrontations.
- Immediate practice exercises using typical scenarios.
- Distribution of an ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Utilizing the first-person message model to articulate positions clearly.
- Practicing techniques in high-tension scenarios involving hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Gaining insight into public perceptions of utility costs.
- Structuring empathetic responses without compromising the institution's stance.
- Simulated dialogues with residents questioning service charges.
Social Media Visibility and Viral Incident Response
- Risk assessment: managing unauthorized recordings and viral dissemination.
- Behavioral guidelines for situations being recorded.
- Internal communication protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: identifying local government, councils, community boards, and local leaders.
- Preparing interventions for institutional meetings.
- Navigating challenging questions in political environments.
De-escalation Techniques in Public Confrontations
- Recognizing early warning signs of escalation and methods to interrupt them.
- Using non-verbal cues to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real-World Field Cases
- Examining real incidents from participants' own operations.
- Identifying effective responses and areas for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Critical Actors
- Designing scenarios based on real team experiences.
- Intensive practice sessions with immediate feedback.
- Rotating roles to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting a critical incident.
- Coordinating with the corporate communications team.
- Defining spokespersons and key messages for post-event communication.
Personal Action Plan Development
- Self-assessment of individual areas for improvement.
- Establishing concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Fostering Organizational Resilience
- The importance of team care in ensuring emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel in high-exposure roles.
Closing and Application Commitments
- Group reflection on key learnings.
- Establishing post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback collection.
Requirements
- Previous experience in field operations or community-facing roles is advantageous but not required.
- A willingness to actively engage in role-plays and group exercises.
Target Audience
- Field staff, supervisors, and commercial and institutional relations personnel in public services who interact with communities, local authorities, and digital media platforms.
Testimonials (4)
Meeting efficiency is something that's fairly "basic", but not thought about a lot and with really large implications on people/company time. Understanding these best practices and keeping them top-of-mind will be of immediate help.
Dan Moffatt - Chris Courtemanche
Course - Personal Efficiency and Managing Meetings
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
The good relationship that was established from the outset with the trainer and the group. The trainer adapted to the team's dynamics and understood our needs perfectly. It was both super helpful and fun.
Roger Negrete - Fundacion Mon Clinic Barcelona
Course - Effective English Communication: One-Day Training Program
The active sessions.
