Course Outline
Introduction and Program Objectives
- Overview of learning objectives, schedule, and course structure.
- Setting participant expectations and establishing ground rules.
Operational Environment: Public Services and Social Visibility
- The role of the field worker as the primary representative of the organization.
- Common high-stress scenarios in public service delivery.
- The influence of public visibility on institutional standing.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during on-site interactions.
- Techniques for self-regulation prior to and during confrontations.
- Mitigating emotional fatigue resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Explanation of the three stages: Anticipate, Block, and Channel.
- Detailed application of the protocol in public disputes.
- Immediate practical exercises using common operational scenarios.
- Provision of an ABC pocket guide featuring key steps and recommended phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing first-person messaging to clearly convey positions.
- Practicing responses to high-tension situations involving hostile parties.
Managing Community Complaints Regarding Service Fees
- Understanding public perspectives on utility costs.
- Crafting empathetic responses that maintain institutional integrity.
- Simulated conversations with residents disputing service charges.
Social Media Exposure and Viral Incident Response
- Risk assessment: unauthorized recordings and viral dissemination.
- Conduct guidelines when being filmed by the public.
- Internal communication procedures following media-related incidents.
Interactions with Political and Institutional Stakeholders
- Stakeholder analysis: local governments, councils, community boards, and local leaders.
- Preparing for engagements in institutional forums.
- Navigating difficult questions in political environments.
De-escalation Techniques in Public Disputes
- Identifying early indicators of escalation and intervening effectively.
- Leveraging non-verbal cues to lower hostility.
- Role-playing scenarios of altercations in public areas.
Analysis of Real-World Field Cases
- Reviewing actual incidents from participants' operational experiences.
- Evaluating effective responses and identifying areas for enhancement.
- Integrating lessons learned into the ABC protocol framework.
Practical Simulations with Key Actors
- Creating scenarios grounded in actual team experiences.
- Intensive practice sessions with immediate feedback.
- Role rotation exercises to foster empathy with counterpart parties.
Post-Incident Procedures and Institutional Communication
- Internal reporting steps for critical incidents.
- Collaboration with corporate communications teams.
- Designating spokespersons and defining key post-event messaging.
Developing a Personal Action Plan
- Self-evaluation of individual areas for improvement.
- Establishing specific commitments for daily operations.
- Compiling a field pocket guide with ABC steps and assertive phrases.
Enhancing Organizational Resilience
- The role of team support in maintaining emotional sustainability.
- Peer support practices following critical events.
- Self-care routines for personnel in high-exposure roles.
Conclusion and Implementation Commitments
- Group reflection on core takeaways.
- Setting post-training follow-up objectives.
- Integrating the ABC card as a routine field tool.
- Program assessment and participant feedback.
Requirements
- Background in field operations or community-facing positions is beneficial but not required.
- A willingness to engage in role-playing scenarios and group activities.
Target Audience
- Field personnel, supervisors, and commercial/institutional relations staff in public services who engage with communities, local government bodies, 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.
