Course Outline
Welcome and Program Introduction
- Course objectives, agenda, and dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The field worker as the primary representative of the organization.
- Common high-pressure scenarios in public service operations.
- The impact of public exposure on institutional reputation.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during on-site interactions.
- Self-regulation techniques for managing reactions before and during confrontations.
- Strategies to prevent emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation Management
- The three core phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Practical exercises addressing typical field scenarios.
- A portable ABC reference card featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Using the first-person message model to articulate positions clearly.
- Practicing high-tension scenarios involving hostile stakeholders.
Managing Community Complaints Regarding Service Charges
- Understanding public perception of utility costs.
- Crafting empathetic responses while maintaining institutional positions.
- Simulated dialogues with residents disputing service fees.
Social Media Exposure and Response to Viral Incidents
- Risk assessment: unauthorized recordings and viral dissemination.
- Behavioral guidelines for when being filmed.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Mapping stakeholders: local government bodies, councils, community boards, and local leaders.
- Preparing interventions for institutional meetings.
- Addressing challenging questions in political environments.
De-escalation Techniques for Public Confrontations
- Identifying early 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
- Reviewing actual incidents from participants' operational contexts.
- Identifying effective responses and areas for improvement.
- Integrating lessons learned into the ABC protocol.
Practical Simulations with Critical Actors
- Developing scenarios based on real team experiences.
- Intensive practice with real-time feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internal reporting of critical incidents.
- Coordination with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Personal Action Planning
- Self-assessment of individual areas for improvement.
- Defining concrete commitments for daily operations.
- Creating a personal field guide incorporating ABC steps and assertive phrases.
Building Organizational Resilience
- Team support as a pillar of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel in high-exposure roles.
Closing and Commitments to Application
- Group reflection on key takeaways.
- Establishing post-course follow-up goals.
- Integrating the ABC card as a daily field tool.
- Program evaluation and feedback.
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 (3)
Managing difficult conversations
Kgaogelo Ratau - City Lodge Hotels
Course - Effective Communication in the Workplace
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.
