Course Outline
Welcome and Program Framing
- Objectives, agenda overview, and course dynamics.
- Participant expectations and established ground rules.
Operational Context: Public Services and Social Exposure
- The role of the field worker as the representative face of the organization.
- Recurring high-pressure situations inherent in public service operations.
- The impact of public exposure on institutional reputation.
Emotional Self-Management in the Field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques to employ before and during confrontations.
- Strategies to prevent emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- An overview of the three phases: Anticipate, Block, Channel.
- Step-by-step application in the context of a public confrontation.
- Immediate application exercises using typical scenarios.
- A pocket card featuring key steps and recommended response phrases.
Assertive Communication with Critical Stakeholders
- Distinguishing between passive, aggressive, and assertive responses.
- Utilizing the first-person message model to clearly convey positions.
- Practice exercises involving high-tension scenarios with hostile stakeholders.
Handling Community Complaints About Service Fees
- Understanding public perception regarding utility costs.
- Structuring an empathetic response that does not compromise the institutional position.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis: addressing unauthorized recordings and viral spread.
- Behavioral guidelines for when being filmed in the field.
- Internal communication protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: identifying local government, councils, community boards, and local leaders.
- Preparing interventions for institutional meetings.
- Handling challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Recognizing early warning signs of escalation and methods to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-play simulations of altercations in public spaces.
Real Field Case Analysis
- Study of real incidents from participants' own operations.
- Identifying effective responses and areas for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Critical Actors
- Designing scenarios based on real team experiences.
- Intensive practice sessions with immediate, real-time feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting a critical incident.
- Coordination with the corporate communications team.
- Defining spokespersons and 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 containing ABC steps and assertive phrases.
Building Organizational Resilience
- The role of team care in ensuring emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel exposed to high-stress environments.
Closing and Application Commitments
- Group reflection on key learnings.
- Setting post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback collection.
Requirements
- Experience in field operations or community-facing roles (beneficial, though not mandatory).
- Willingness to actively participate in role-plays and group exercises.
Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who interact with communities, local authorities, and digital media platforms.
Testimonials (4)
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.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
The good relationship that was established from the outset with the trainer and the group. The trainer adapted to the team's dynamics and understood our needs perfectly. It was both super helpful and fun.
Roger Negrete - Fundacion Mon Clinic Barcelona
Course - Effective English Communication: One-Day Training Program
The active sessions.
