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 (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.
