Course Outline
Welcome and Program Overview
- Program objectives, agenda, and interactive 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.
- Frequent high-pressure scenarios inherent in public service operations.
- The impact of public visibility on institutional reputation.
Emotional Self-Management in the Field
- Recognizing emotional triggers during field interactions.
- Techniques for self-regulation prior to and during confrontations.
- Preventing emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- The three core phases: Anticipate, Block, Channel.
- Step-by-step application during public confrontations.
- Immediate-application exercises using typical scenarios.
- Introduction to the ABC pocket card containing key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Utilizing the first-person message model to articulate positions clearly.
- Practice sessions using high-tension scenarios involving hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Understanding public perceptions of utility costs. \r
- Structuring empathetic responses without compromising institutional stance.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis: managing unauthorized recordings and viral dissemination.
- Behavioral guidelines when being recorded by the public.
- Internal communication protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: identifying local government bodies, councils, community boards, and leaders.
- Preparing for interventions in institutional meetings.
- Navigating challenging questions in political environments.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and methods to interrupt them.
- Leveraging non-verbal communication to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real Field Cases
- Examining real incidents from participants' operational experiences.
- Evaluating effective responses and identifying areas for improvement.
- Applying lessons learned to the ABC protocol framework.
Practical Simulations with Critical Actors
- Developing scenarios based on authentic team experiences.
- Intensive practice sessions with real-time feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Procedures for internally reporting critical incidents.
- Coordination strategies with the corporate communications team.
- Designating spokespersons and defining key post-event messages.
Personal Action Plan
- Self-assessment of individual improvement areas.
- Establishing concrete commitments for daily operations.
- Creating a field pocket guide incorporating ABC steps and assertive phrases.
Building Organizational Resilience
- Team care as a driver of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel in high-exposure roles.
Closing and Application Commitments
- Group reflection on key takeaways.
- Setting post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback collection.
Requirements
- Experience in field operations or community-facing roles (preferred but not required).
- Readiness to participate in role-plays and group exercises.
Audience
- Field staff, supervisors, and commercial and institutional relations personnel in public services who interact with communities, local authorities, and digital media channels.
Testimonials (4)
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.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
The good relationship that was established from the outset with the trainer and the group. The trainer adapted to the team's dynamics and understood our needs perfectly. It was both super helpful and fun.
Roger Negrete - Fundacion Mon Clinic Barcelona
Course - Effective English Communication: One-Day Training Program
The active sessions.
