Course Outline
Introduction and Program Objectives
- Course goals, agenda, and interaction dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Visibility
- The field worker as the primary representative of the organization.
- Common high-pressure scenarios in public service delivery.
- The effect of public visibility on institutional standing.
Emotional Self-Regulation in the Field
- Recognizing emotional triggers during field engagements.
- Techniques for self-regulation before and during difficult interactions.
- Preventing burnout resulting from sustained public exposure.
The ABC Protocol for Crises and Confrontations
- The three core phases: Anticipate, Block, and Channel.
- Applying the protocol step-by-step in public confrontations.
- Hands-on exercises using realistic scenarios.
- Reference card for key steps and recommended responses.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to articulate positions clearly.
- Practicing high-tension scenarios involving difficult stakeholders.
Managing Community Complaints Regarding Fees
- Understanding public perceptions of utility costs.
- Crafting empathetic responses that maintain institutional integrity.
- Simulated dialogues with residents questioning service charges.
Social Media Visibility and Viral Incident Response
- Analyzing risks associated with unauthorized recordings and viral spread.
- Behavioral standards when being recorded.
- Internal communication procedures following media incidents.
Engaging Political and Institutional Partners
- Mapping stakeholders, including local government, councils, and community boards.
- Preparing for institutional meetings and forums.
- Addressing challenging questions in political contexts.
De-escalation Techniques for Public Confrontations
- Identifying early signs of escalation and strategies to interrupt them.
- Utilizing non-verbal cues to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real-World Field Cases
- Reviewing actual incidents from participants’ operations.
- Evaluating effective responses and identifying areas for growth.
- Aligning lessons learned with the ABC protocol.
Practical Simulations with Key Actors
- Creating scenarios based on real team experiences.
- Intensive practice with immediate, constructive feedback.
- Role rotation to foster empathy with various counterparts.
Post-Incident Protocols and Corporate Communication
- Procedures for internally reporting critical incidents.
- Collaborating with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Personal Action Plan
- Self-assessment of areas requiring individual improvement.
- Setting specific commitments for daily operational tasks.
- Creating a field pocket guide containing ABC steps and assertive phrases.
Building Organizational Resilience
- The role of team care in sustaining emotional well-being.
- Peer support mechanisms following critical incidents.
- Self-care routines for personnel with high exposure.
Conclusion and Commitments
- Group reflection on key takeaways.
- Establishing post-course follow-up objectives.
- Integrating the ABC card into daily field practices.
- Program evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (recommended but not required).
- Readiness to engage in role-playing and group activities.
Target Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who engage with communities, local authorities, and digital media platforms.
Testimonials (2)
We have to have the right strategies to communicate better and this training has given us that.
Louella Macasaet - Agile Marketing Consultancy
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.
