Course Outline
Welcome and Program Orientation
- Course objectives, agenda, and interactive dynamics.
- Setting participant expectations and ground rules.
Operational Landscape: Public Services and Public Visibility
- The role of the field worker as the primary face of the organization.
- Common high-pressure scenarios in public service delivery.
- The influence of public exposure on institutional credibility.
On-Site Emotional Self-Management
- Recognizing emotional triggers during field interactions.
- Applying self-regulation techniques before and during confrontations.
- Mitigating emotional burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- The three core phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Hands-on exercises using typical field scenarios.
- ABC pocket reference card featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing the first-person message model to express positions clearly.
- Practicing high-tension scenarios with hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Understanding public perspectives on utility costs.
- Formulating empathetic responses that maintain institutional integrity.
- Simulated dialogues with residents disputing service charges.
Social Media Visibility and Viral Incident Response
- Risk assessment: unauthorized recordings and viral dissemination.
- Code of conduct when being filmed.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparation strategies for institutional meetings.
- Navigating difficult questions in political settings.
De-escalation Techniques in Public Disputes
- Identifying early warning signs of escalation and interventions.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing scenarios in public spaces.
Analysis of Real-World Field Cases
- Reviewing actual incidents from participants' operational contexts.
- Identifying successful responses and areas for refinement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Critical Actors
- Creating scenarios based on real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Procedures for internal reporting of critical incidents.
- Collaboration with corporate communications teams.
- Designating spokespersons and crafting key post-event messages.
Personal Action Plan
- Self-assessment of individual areas for improvement.
- Establishing specific commitments for daily operations.
- Developing a field pocket guide with ABC steps and assertive phrases.
Enhancing Organizational Resilience
- Team support as a driver of emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high exposure.
Closing and Commitment to Application
- Group reflection on key takeaways.
- Defining post-course follow-up objectives.
- Integrating the ABC card as a daily field resource.
- Program evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Readiness to engage in role-plays and group-based exercises.
Target Audience
- Public service field staff, supervisors, and commercial/institutional relations personnel who interact with communities, local authorities, and digital media platforms.
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.
