Course Outline
Welcome and Program Introduction
- Course objectives, agenda, and learning dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of field workers as the primary face of the organization.
- Common high-pressure scenarios in public service operations.
- The influence of public exposure on institutional standing.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during field interactions.
- Techniques for self-regulation prior to and during confrontations.
- Strategies to prevent emotional burnout from sustained public exposure.
The ABC Protocol for Crises and Confrontations
- Overview of the three phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Immediate practice exercises using typical situations.
- ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using first-person messaging to convey positions effectively.
- Practicing with high-tension scenarios involving hostile parties.
Addressing Community Complaints Regarding Service Fees
- Understanding public perceptions of utility costs.
- Structuring empathetic responses that maintain institutional position.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Managing Viral Incidents
- Risk analysis of unauthorized recordings and viral dissemination.
- Behavioral guidelines when being filmed.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping covering local governments, councils, community boards, and leaders.
- Preparing for institutional meetings and interventions.
- Handling difficult questions in political settings.
De-escalation Techniques in Public Confrontations
- Identifying early signs of escalation and methods to interrupt them.
- Utilizing non-verbal communication to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real-World Field Cases
- Examination of actual incidents from participants' operational contexts.
- Identifying effective responses and opportunities for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Key Actors
- Designing scenarios based on real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Procedures for internally reporting critical incidents.
- Coordinating with corporate communications teams.
- Defining spokespersons and key post-event messages.
Developing a Personal Action Plan
- Self-assessment of areas for individual improvement.
- Setting concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Cultivating Organizational Resilience
- Team care as a driver of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for exposed personnel.
Closing and Commitments to Application
- Group reflection on key takeaways.
- Setting post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback session.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Openness to engaging in role-plays and group activities.
Target Audience
- Field staff, supervisors, and commercial or 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.
