Course Outline
Welcome and Program Framing
- Objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Exposure
- The field worker as the face of the organization.
- Recurring high-pressure situations in public service operations.
- Impact of public exposure on institutional reputation.
Emotional Self-Management in the Field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques before and during confrontations.
- Preventing emotional burnout from continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- The three phases: Anticipate, Block, Channel.
- Step-by-step application in a public confrontation.
- Immediate-application exercises with typical scenarios.
- ABC pocket card with key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Distinguishing passive, aggressive, and assertive responses.
- The first-person message model for conveying positions.
- Practice with high-tension scenarios involving hostile stakeholders.
Handling Community Complaints About Service Fees
- Understanding public perception of utility costs.
- Structuring an empathetic response without compromising institutional position.
- Simulated dialogue with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis: unauthorized recordings and viral spread.
- Behavioral guidelines when being filmed.
- Internal communication protocol following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, local leaders.
- Preparing interventions for institutional meetings.
- Handling challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Early warning signs of escalation and how to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-play of altercations in public spaces.
Real Field Case Analysis
- Study of real incidents from participants' operations.
- Identifying effective responses and areas for improvement.
- Lessons learned applied to the ABC protocol.
Practical Simulations with Critical Actors
- Designing scenarios based on real team experiences.
- Intensive practice with real-time feedback.
- Role rotation to develop empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting a critical incident.
- Coordination with the corporate communications team.
- Defining spokespersons and key post-event messages.
Personal Action Plan
- Self-assessment of individual improvement areas.
- Defining concrete commitments for daily operations.
- Building a field pocket guide with ABC steps and assertive phrases.
Building Organizational Resilience
- Team care as a factor of emotional sustainability.
- Peer support practices after critical incidents.
- Self-care routines for exposed personnel.
Closing and Application Commitments
- Group reflection on key learnings.
- Post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback.
Requirements
- Experience in field operations or community-facing roles (desirable, not mandatory).
- Willingness to participate in role-plays and group exercises.
Audience
- Field staff, supervisors, commercial and 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.
