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 (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.
