Course Outline
Introduction and Program Overview
- Learning objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Exposure
- The role of the field worker as the organization’s public face.
- Common high-pressure scenarios in public service operations.
- The impact of public exposure on institutional reputation.
Emotional Self-Management in Field Operations
- Recognizing emotional triggers during on-site interactions.
- Self-regulation techniques for use before and during confrontations.
- Preventing emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Understanding the three phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Practical exercises applying the protocol to typical situations.
- ABC pocket card featuring key steps and recommended response phrases.
Assertive Communication with Challenging Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to communicate positions clearly.
- Practicing in high-tension scenarios with hostile stakeholders.
Managing Community Complaints Regarding Service Fees
- Understanding public perceptions of utility costs.
- Crafting empathetic responses that uphold the institutional stance.
- Simulated dialogues with residents questioning service charges.
Social Media Exposure and Viral Incident Response
- Risk assessment: unauthorized recordings and viral dissemination.
- Behavioral guidelines for when being filmed.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparing effective interventions for institutional meetings.
- Handling difficult questions in political settings.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and methods to interrupt them.
- Utilizing non-verbal language to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real Field Cases
- Examining actual incidents from participants’ operational contexts.
- Identifying effective responses and areas for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Key Actors
- Designing scenarios based on real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with counterparties.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting critical incidents.
- Coordinating with the corporate communications team.
- Designating spokespersons and defining key post-event messages.
Personal Action Plan
- Self-assessment of individual areas for improvement.
- Defining concrete commitments for daily operations.
- Creating a field pocket guide with 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 under exposure.
Conclusion 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.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Willingness to engage in role-plays and group activities.
Target Audience
- Public service field staff, supervisors, and personnel in commercial and institutional relations who interact with communities, local authorities, and digital media.
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.
