Course Outline
Introduction and Program Overview
- Learning objectives, agenda, and course structure.
- Participant expectations and ground rules.
Operational Context: Public Services and Public Visibility
- The role of the field worker as the primary interface of the organization.
- Common high-pressure 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-control before and during confrontations.
- Preventing emotional exhaustion resulting from sustained public exposure.
The ABC Protocol for Crisis and Conflict Resolution
- The three stages: Anticipate, Block, and Channel.
- Practical application of the protocol in public disputes.
- Immediate practice exercises using common scenarios.
- An ABC pocket reference card featuring key steps and recommended responses.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Using first-person messaging to clearly articulate positions.
- Practicing high-tension scenarios with resistant stakeholders.
Managing Community Complaints Regarding Service Tariffs
- Gaining insight into public perceptions of utility costs.
- Crafting empathetic responses that uphold institutional integrity.
- Simulating dialogues with residents disputing service charges.
Social Media Visibility and Viral Incident Response
- Risk assessment: unauthorized recordings and viral dissemination.
- Guidelines for professional behavior when being filmed.
- Internal communication procedures following media incidents.
Interacting with Political and Institutional Stakeholders
- Stakeholder mapping: local government bodies, councils, community boards, and local leaders.
- Preparing for institutional meetings and engagement sessions.
- Addressing difficult questions in political environments.
De-escalation Techniques in Public Disputes
- Identifying early signs of escalation and intervention strategies.
- Leveraging non-verbal cues to lower tension.
- Role-playing conflicts in public areas.
Analysis of Real-World Field Cases
- Reviewing actual incidents from participants' operational contexts.
- Evaluating effective responses and identifying areas for growth.
- Integrating lessons learned into the ABC protocol.
Practical Simulations with Critical Actors
- Developing scenarios grounded in real team experiences.
- Intensive practice sessions with immediate feedback.
- Role switching to cultivate empathy with counterparties.
Post-Incident Procedures and Institutional Messaging
- Internal reporting steps for significant incidents.
- Coordinating with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Personal Action Planning
- Self-evaluation of areas requiring improvement.
- Setting specific commitments for daily work practices.
- Creating a personal field guide with ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team support in maintaining emotional well-being.
- Peer support mechanisms following critical incidents.
- Self-care routines for staff with high public exposure.
Conclusion and Commitment to Application
- Group reflection on core takeaways.
- Setting post-training follow-up objectives.
- Adopting the ABC card as a daily operational tool.
- Program assessment and feedback collection.
Requirements
- Background in field operations or community-facing positions is preferred but not required.
- A readiness to engage in role-plays and collaborative group activities.
Target Audience
- Field personnel, supervisors, and commercial or institutional relations staff within public services who engage with communities, local authorities, and digital media platforms.
Testimonials (2)
We have to have the right strategies to communicate better and this training has given us that.
Louella Macasaet - Agile Marketing Consultancy
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.
