Course Outline
Welcome and Program Overview
- Discussion of objectives, agenda, and course dynamics.
- Setting participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the primary representative of the organization.
- Common high-pressure situations encountered in public service operations.
- The impact of public exposure on institutional standing.
Emotional Self-Regulation in the Field
- Recognizing emotional triggers during on-site interactions.
- Techniques for self-regulation prior to and during confrontations.
- Strategies to prevent emotional burnout from sustained public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Exploring the three phases: Anticipate, Block, and Channel.
- Step-by-step application of the protocol in public confrontations.
- Immediate practical exercises using typical scenarios.
- Introduction to the ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing the first-person message model to articulate positions clearly.
- Practicing responses in high-tension scenarios involving hostile parties.
Managing Community Complaints Regarding Service Fees
- Gaining insight into public perceptions of utility costs.
- Formulating empathetic responses that uphold institutional positions.
- Simulating dialogues with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Analyzing risks associated with unauthorized recordings and viral dissemination.
- Guidelines for professional behavior when being recorded.
- Internal communication protocols to follow after a media incident.
Engaging Political and Institutional Stakeholders
- Mapping stakeholders: local government, councils, community boards, and local leaders.
- Preparation strategies for institutional meetings.
- Tactics for handling 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 cues to reduce hostility.
- Role-playing scenarios of altercations in public spaces.
Analysis of Real-World Field Cases
- Examining actual incidents from participants’ operational contexts.
- Identifying effective responses and areas requiring improvement.
- Applying lessons learned to the ABC protocol framework.
Practical Simulations with Critical Actors
- Designing scenarios grounded in real team experiences.
- Intensive practice sessions with real-time feedback.
- Role rotation exercises to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting critical incidents.
- Coordination procedures with the corporate communications team.
- Defining spokespersons and key messaging post-event.
Developing a Personal Action Plan
- Self-assessment of individual areas for improvement.
- Establishing concrete commitments for daily operations.
- Creating a field pocket guide incorporating ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team care in sustaining emotional health.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high exposure.
Closing and Application Commitments
- Group reflection on key takeaways.
- Setting goals for post-course follow-up.
- Adopting the ABC card as a daily operational tool.
- Program evaluation and collection of feedback.
Requirements
- Experience in field operations or community-facing roles is preferred but not required.
- A willingness to engage in role-playing and group activities.
Target Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who interact 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.
