Course Outline
Introduction and Program Overview
- Course objectives, agenda, and learning dynamics.
- Clarifying participant expectations and establishing ground rules.
Operational Context: Public Services and Social Visibility
- The role of field workers as the primary face of the organization.
- Common high-pressure scenarios encountered in public service operations.
- The impact of public visibility on institutional standing.
Emotional Self-Regulation in the Field
- Recognizing emotional triggers during interactions in the field.
- Techniques for managing emotions before and during confrontations.
- Strategies to prevent emotional burnout from sustained public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Understanding the three core phases: Anticipate, Block, and Channel.
- Step-by-step implementation in public confrontation scenarios.
- Practical exercises applying the protocol to typical field situations.
- Reference to the ABC pocket card containing key steps and response phrases.
Assertive Communication with Difficult Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing the first-person message model to articulate positions clearly.
- Practicing responses to high-tension scenarios involving hostile parties.
Addressing Community Complaints Regarding Service Fees
- Understanding public perspectives on utility costs.
- Crafting empathetic responses that uphold institutional positions.
- Simulating dialogues with residents questioning service charges.
Managing Social Media Exposure and Viral Incidents
- Risk assessment: unauthorized recordings and potential viral spread.
- Recommended behavior when being filmed or recorded.
- Internal communication protocols following media-related incidents.
Interacting with Political and Institutional Stakeholders
- Mapping key stakeholders: local government, councils, community boards, and leaders.
- Preparing for effective interventions in institutional meetings.
- Responding to challenging questions in political environments.
De-escalation Techniques for Public Confrontations
- Identifying early signs of escalation and methods to interrupt them.
- Leveraging non-verbal cues to lower hostility levels.
- Role-playing altercations in public settings.
Analysis of Real-World Field Cases
- Examining actual incidents from participants' operational contexts.
- Evaluating effective responses and identifying areas for enhancement.
- Applying lessons learned to the ABC protocol framework.
Practical Simulations Involving Critical Actors
- Creating scenarios based on real team experiences.
- Engaging in intensive practice with immediate feedback.
- Rotating roles to foster empathy with opposing parties.
Post-Incident Protocols and Institutional Communication
- Procedures for internal reporting of critical incidents.
- Coordination strategies with the corporate communications team.
- Defining spokespersons and key messaging for post-event communications.
Developing a Personal Action Plan
- Self-assessment to identify individual areas for improvement.
- Setting specific commitments for daily operational tasks.
- Creating a field pocket guide featuring ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team care in sustaining emotional well-being.
- Implementing peer support practices following critical incidents.
- Establishing self-care routines for personnel exposed to high-stress environments.
Conclusion and Commitment to Application
- Group reflection on key insights gained.
- Setting post-course follow-up objectives.
- Integrating the ABC card as a routine field tool.
- Program evaluation and collection of feedback.
Requirements
- Prior experience in field operations or community-facing roles is recommended but not required.
- A willingness to actively participate in role-playing and group-based activities.
Target Audience
- Field staff, supervisors, and personnel in commercial and institutional relations within public services who engage with communities, local authorities, and digital media channels.
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.
