Course Outline
Welcome and Program Overview
- Discussion of objectives, agenda, and course dynamics.
- Alignment of participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the representative face of the organization.
- Common high-pressure scenarios in public service operations.
- The effect of public visibility on institutional reputation.
Emotional Self-Regulation in the Field
- Recognizing emotional triggers during field interactions.
- Techniques for self-regulation prior to and during confrontations.
- Strategies to prevent emotional burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- Overview of the three phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Immediate application exercises using typical scenarios.
- ABC pocket card containing key steps and recommended response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to articulate positions effectively.
- Practicing high-tension scenarios involving hostile stakeholders.
Managing Community Complaints Regarding Service Fees
- Understanding public perceptions of utility costs.
- Structuring empathetic responses without undermining institutional positions.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis of unauthorized recordings and viral dissemination.
- Behavioral guidelines for situations involving filming.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government bodies, councils, community boards, and local leaders.
- Preparation strategies for institutional meetings.
- Tackling challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and methods to interrupt them.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing altercations in public spaces.
Real-World Field Case Analysis
- Examination of actual incidents from participants' operational contexts.
- Identifying effective responses and opportunities for improvement.
- Applying lessons learned to the ABC protocol framework.
Practical Simulations with Critical Actors
- Scenario design based on real team experiences.
- Intensive practice with real-time feedback.
- Role rotation to cultivate empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Procedures for internal reporting of critical incidents.
- Coordination strategies with corporate communications teams.
- Defining spokesperson roles and key post-event messaging.
Personal Action Plan
- Self-assessment of individual areas for development.
- Establishing concrete commitments for daily operations.
- Developing a field pocket guide incorporating ABC steps and assertive phrases.
Building Organizational Resilience
- Team care as a pillar of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high public exposure.
Closing and Application Commitments
- Group reflection on key takeaways.
- Setting post-course follow-up goals.
- Integrating the ABC card as a standard daily field tool.
- Program evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Readiness to engage in role-plays and group-based exercises.
Audience
- Field staff, supervisors, and commercial or institutional relations professionals 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.
