Course Outline
Introduction and Program Framework
- Course objectives, agenda, and dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Public Visibility
- The field worker as the representative face of the organization.
- Common high-pressure scenarios in public service operations.
- The effect of public exposure on institutional reputation.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during field interactions.
- Techniques for self-regulation before and during confrontations.
- Preventing burnout resulting from sustained public exposure.
The ABC Protocol for Crisis Management
- The three stages: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Practical exercises applying typical scenarios.
- An ABC reference card featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to articulate positions.
- Practicing high-tension scenarios with hostile stakeholders.
Addressing Community Complaints Regarding Service Charges
- Understanding public perspectives on utility costs.
- Crafting empathetic responses that uphold institutional positions.
- Simulating dialogues with residents questioning service fees.
Managing Social Media Exposure and Viral Incidents
- Risk assessment: unauthorized recordings and viral dissemination.
- Behavioral guidelines when being recorded.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Partners
- Mapping stakeholders: local government, councils, community boards, and local leaders.
- Preparing for institutional meetings.
- Addressing difficult questions in political contexts.
De-escalation Methods in Public Disputes
- Identifying early signs of escalation and interrupting them.
- Utilizing non-verbal cues to lower hostility.
- Role-playing altercations in public areas.
Analyzing Real-World Field Cases
- Reviewing actual incidents from participants' operations.
- Identifying effective responses and areas for enhancement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Key Actors
- Developing scenarios based on real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Messaging
- Procedures for internal reporting of critical incidents.
- Collaborating with corporate communications teams.
- Identifying spokespersons and key post-event messages.
Personal Action Planning
- Self-assessment of individual areas for improvement.
- Setting specific commitments for daily operations.
- Creating a field reference guide with ABC steps and assertive phrases.
Enhancing Organizational Resilience
- Team support as a driver of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for exposed personnel.
Conclusion and Commitments
- Group reflection on key takeaways.
- Setting post-course follow-up objectives.
- Adopting the ABC card as a daily field resource.
- Program evaluation and feedback.
Requirements
- Background in field operations or community-facing roles is preferred but not required.
- Readiness to engage in role-plays and group activities.
Target Audience
- Field staff, supervisors, and commercial/institutional relations personnel in public services who interact 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.
