Course Outline
Introduction and Program Context
- Course objectives, agenda, and operational dynamics.
- Participant expectations and session ground rules.
Operational Landscape: Public Services and Social Visibility
- The role of the field worker as the primary face of the organization.
- Common high-pressure scenarios in public service operations.
- The influence of public exposure on institutional standing.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during field engagements.
- Techniques for self-regulation prior to and during confrontations.
- Mitigating emotional burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation Management
- The three core phases: Anticipate, Block, and Channel.
- Step-by-step implementation in public confrontation scenarios.
- Practical exercises applying the protocol to typical situations.
- Creation of an ABC pocket guide featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Applying the first-person message model to convey organizational positions.
- Practicing interactions with hostile stakeholders in high-tension settings.
Managing Community Complaints Regarding Service Charges
- Understanding public perception of utility costs.
- Crafting empathetic responses that maintain institutional integrity.
- Simulating dialogues with residents questioning service fees.
Social Media Visibility and Viral Incident Response
- Risk assessment: unauthorized recordings and viral dissemination.
- Behavioral guidelines when being recorded.
- Internal communication procedures following media incidents.
Interacting with Political and Institutional Stakeholders
- Stakeholder mapping: local government bodies, councils, community boards, and local leaders.
- Preparation for interventions in institutional meetings.
- Addressing challenging questions in political contexts.
De-escalation Techniques in Public Confrontations
- Identifying early signs of escalation and methods to interrupt them.
- Leveraging non-verbal communication to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real-World Field Cases
- Examination of actual incidents from participants' operational contexts.
- Identifying effective responses and areas for enhancement.
- Integrating lessons learned into the ABC protocol framework.
Practical Simulations with Critical Actors
- Developing scenarios based on real team experiences.
- Intensive practice sessions with real-time feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internal reporting of critical incidents.
- Coordination with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Personal Action Planning
- Self-assessment to identify individual areas for improvement.
- Setting concrete commitments for daily operations.
- Compiling a field pocket guide with ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team support in emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel in exposed roles.
Conclusion and Application Commitments
- Group reflection on key takeaways.
- Establishing post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Course evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Willingness to engage in role-plays and collaborative group activities.
Target Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who engage with communities, local authorities, and digital media platforms.
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 3900 € + VAT*
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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.
