Course Outline
Welcome and Course Introduction
- Overview of learning objectives, agenda, and course structure.
- Setting participant expectations and establishing ground rules.
Operational Landscape: Public Services and Public Scrutiny
- The role of field workers as primary representatives of the organization.
- Common high-stress scenarios in public service delivery.
- The influence of public visibility on institutional credibility.
Emotional Self-Regulation in Field Settings
- Recognizing personal emotional triggers during public interactions.
- Techniques for maintaining composure before and during confrontations.
- Strategies to prevent burnout from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- Understanding the three core phases: Anticipate, Block, and Channel.
- Applying the protocol step-by-step in public disputes.
- Practical exercises using common field scenarios.
- Providing an ABC pocket card featuring key actions and suggested responses.
Assertive Communication with Difficult Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing the first-person message model to express positions clearly.
- Practicing responses in high-tension situations with resistant parties.
Addressing Service Fee Complaints from the Community
- Analyzing public perceptions regarding utility and service costs.
- Crafting empathetic responses that maintain institutional integrity.
- Simulating conversations with residents questioning service charges.
Managing Social Media Exposure and Viral Incidents
- Risk assessment: unauthorized recordings and rapid viral spread.
- Behavioral best practices when being recorded.
- Internal communication procedures following media-related incidents.
Engaging with Political and Institutional Stakeholders
- Mapping key stakeholders: local government, councils, community boards, and local leaders.
- Preparing effective presentations for institutional meetings.
- Navigating challenging questions in political environments.
De-escalation Techniques for Public Disputes
- Identifying early indicators of escalation and intervening proactively.
- Utilizing non-verbal cues to lower tension.
- Role-playing scenarios of public altercations.
Analysis of Real-World Field Cases
- Reviewing actual incidents relevant to participants’ operations.
- Evaluating successful responses and identifying areas for growth.
- Integrating lessons learned into the ABC protocol framework.
Practical Simulations with Key Actors
- Creating scenarios based on actual team experiences.
- Intensive practice sessions with immediate feedback.
- Rotating roles to foster empathy with counterpart perspectives.
Post-Incident Protocols and Internal Communication
- Procedures for reporting critical incidents internally.
- Collaborating with corporate communications teams.
- Designating spokespersons and key messaging for post-event communications.
Developing a Personal Action Plan
- Conducting a self-assessment of personal development needs.
- Establishing specific commitments for daily work routines.
- Creating a field reference guide with ABC steps and assertive language tools.
Enhancing Organizational Resilience
- Promoting team well-being as a key to emotional sustainability.
- Implementing peer support practices following critical events.
- Adopting self-care routines for high-exposure roles.
Conclusion and Implementation Commitments
- Group reflection on core takeaways.
- Setting goals for post-training application.
- Integrating the ABC card into daily field practices.
- Course evaluation and participant feedback.
Requirements
- Background in field operations or community-facing positions (preferred but not required).
- Openness to engaging in role-playing and collaborative group activities.
Target Audience
- Public service field staff, supervisors, and personnel in commercial or institutional roles who engage with communities, local government bodies, and digital media channels.
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.
