Course Outline
Welcome and Program Overview
- Objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The field worker as the representative face of the organization.
- Frequent high-pressure scenarios in public service operations.
- The impact of public visibility on institutional reputation.
Emotional Self-Management in the Field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques before and during confrontations.
- Preventing emotional burnout resulting from constant public exposure.
The ABC Protocol for Crisis and Confrontation
- The three phases: Anticipate, Block, and Channel.
- Step-by-step application in a public confrontation scenario.
- Immediate application exercises using typical scenarios.
- ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Distinguishing between passive, aggressive, and assertive responses.
- The first-person message model for clearly conveying positions.
- Practice with high-tension scenarios involving hostile stakeholders.
Managing Community Complaints Regarding Service Fees
- Understanding public perception of utility costs.
- Structuring empathetic responses without compromising the institutional stance.
- Simulated dialogues with residents challenging service charges.
Social Media Visibility and Viral Incident Response
- Risk analysis: unauthorized recordings and viral spread.
- Behavioral guidelines for when being filmed.
- Internal communication protocol following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: 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 how to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-play of altercations in public spaces.
Analysis of Real Field Cases
- Study of real incidents from participants' 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 with 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 with ABC steps and assertive phrases.
Building Organizational Resilience
- The importance of team care for emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for exposed personnel.
Closing and Application Commitments
- Group reflection on key learnings.
- Post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback.
Requirements
- Experience in field operations or community-facing roles (preferred but not required).
- Willingness to engage in role-plays and group exercises.
Audience
- Field staff, supervisors, and commercial and 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.
