Course Outline
Introduction and Program Scope
- Course objectives, agenda, and dynamic approach.
- Setting participant expectations and establishing ground rules.
Operational Landscape: Public Services and Social Visibility
- The role of the field worker as the public face of the organization.
- Common high-pressure scenarios in public service delivery.
- The impact of public exposure on institutional credibility.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during on-site interactions.
- Techniques for self-regulation before and during confrontations.
- Preventing emotional exhaustion resulting from sustained public exposure.
Applying the ABC Protocol to Crises and Confrontations
- The three core phases: Anticipate, Block, and Channel.
- Practical application steps for public confrontations.
- Exercises for immediate application using standard scenarios.
- An ABC pocket card featuring key steps and recommended response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive behaviors.
- Using first-person messaging to clearly convey positions.
- Practicing in high-tension scenarios with hostile parties.
Managing Community Complaints Regarding Service Fees
- Understanding public perspectives on utility costs.
- Formulating empathetic responses that maintain institutional integrity.
- Simulated dialogues with residents questioning service charges.
Addressing Social Media Exposure and Viral Incidents
- Risk assessment: unauthorized recordings and viral dissemination.
- Professional guidelines for conduct when being filmed.
- Internal communication workflows following media incidents.
Engaging with Political and Institutional Leaders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparing for interventions in institutional meetings.
- Responding to challenging questions in political environments.
De-escalation Strategies for Public Confrontations
- Identifying early signs of escalation and methods to interrupt them.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing altercations in public settings.
Analyzing Real-World Field Cases
- Reviewing actual incidents from participants' operational contexts.
- Identifying effective responses and opportunities for enhancement.
- Integrating lessons learned into the ABC protocol.
Practical Simulations with Key Actors
- Developing scenarios based on actual team experiences.
- Intensive practice sessions with real-time feedback.
- Rotating roles to cultivate empathy for opposing parties.
Post-Incident Protocols and Institutional Messaging
- Procedures for internally reporting critical incidents.
- Collaboration with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Developing a Personal Action Plan
- Self-assessment to identify personal areas for improvement.
- Establishing concrete commitments for daily operational conduct.
- Creating a field pocket guide containing ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team care in sustaining emotional well-being.
- Peer support practices following critical incidents.
- Self-care routines for personnel in exposed roles.
Conclusion and Implementation Commitments
- Group reflection on primary learning outcomes.
- Setting goals for post-course follow-up.
- Adopting the ABC card as a standard daily field tool.
- Program evaluation and feedback collection.
Requirements
- Prior experience in field operations or community-facing roles is recommended but not required.
- A willingness to engage in role-plays and group activities.
Target Audience
- Field staff, supervisors, and commercial/institutional relations personnel in public services 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.
