Course Outline
Introduction and Program Overview
- Course objectives, agenda, and learning dynamics.
- Participant expectations and established ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the public face of the organization.
- Common high-stress scenarios encountered in public service operations.
- The influence of public exposure on organizational reputation.
Emotional Self-Regulation in Field Settings
- Recognizing personal emotional triggers during field interactions.
- Techniques for self-regulation before and during confrontational situations.
- Strategies to prevent emotional exhaustion resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- The three core phases: Anticipate, Block, and Channel.
- Applying the protocol step-by-step in public confrontations.
- Practical exercises using typical field scenarios.
- A portable ABC reference card featuring key steps and recommended phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Using the first-person message model to articulate positions clearly.
- Practicing responses in high-tension scenarios with hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Gaining insight into public perceptions of utility costs.
- Crafting empathetic responses that uphold the institution’s stance.
- Simulated dialogues with residents questioning service charges.
Managing Social Media Exposure and Viral Incidents
- Risk assessment: unauthorized recordings and potential viral spread.
- Behavioral guidelines for maintaining professionalism when being filmed.
- Internal communication procedures following media-related incidents.
Engaging with Political and Institutional Stakeholders
- Stakeholder mapping: local governments, councils, community boards, and regional leaders.
- Preparing for interventions in institutional meetings.
- Responding effectively to challenging questions in political environments.
De-escalation Techniques for Public Confrontations
- Identifying early signs of escalation and methods to interrupt them.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing exercises simulating altercations in public areas.
Analysis of Real-World Field Cases
- Examination of actual incidents from participants’ operational contexts.
- Evaluating effective responses and identifying areas for development.
- Integrating lessons learned into the ABC protocol framework.
Practical Simulations Involving Critical Actors
- Developing scenarios rooted in real team experiences.
- Intensive practice sessions with immediate feedback.
- Role rotation to cultivate empathy with counterpart perspectives.
Post-Incident Protocols and Internal Communication
- Procedures for internally reporting critical incidents.
- Collaborating with corporate communications teams.
- Designating spokespersons and defining key messages for post-event communication.
Personal Action Planning
- Conducting a self-assessment to identify individual areas for improvement.
- Setting specific commitments for daily operational practice.
- Creating a personal field guide containing ABC steps and assertive communication phrases.
Building Organizational Resilience
- The role of team support in sustaining emotional well-being.
- Implementing peer support practices after critical incidents.
- Establishing self-care routines for personnel in high-exposure roles.
Conclusion and Commitments to Application
- Group reflection on key takeaways.
- Setting goals for post-course follow-up.
- Integrating the ABC card as a daily field reference tool.
- Program evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (preferred, but not required).
- Willingness to engage in role-playing and group-based activities.
Target Audience
- Field employees, supervisors, and staff in commercial or institutional relations within public services who engage with communities, local authorities, and digital media.
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.
