Course Outline
Introduction and Program Objectives
- Learning goals, agenda, and course dynamics.
- Participant expectations and established ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the organization’s representative.
- Frequent high-pressure situations in public service operations.
- The effect of public visibility on institutional reputation.
Emotional Self-Regulation in Field Operations
- Recognizing emotional triggers during on-site interactions.
- Techniques for self-regulation before and during conflicts.
- Mitigating emotional burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Conflict Management
- The three core phases: Anticipate, Block, and Channel.
- Step-by-step implementation during public disputes.
- Immediate application exercises using common scenarios.
- An ABC reference card featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to communicate positions effectively.
- Practicing high-tension scenarios involving difficult stakeholders.
Managing Community Complaints Regarding Service Charges
- Understanding public views on utility costs.
- Crafting empathetic responses that maintain institutional stance.
- Simulated discussions with residents questioning service fees.
Managing Social Media Visibility and Viral Incidents
- Risk assessment: unauthorized recordings and viral distribution.
- Conduct guidelines when being filmed.
- Internal communication procedures following media-related incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparation strategies for institutional meetings.
- Addressing challenging questions in political environments.
De-escalation Strategies for Public Disputes
- Identifying early signs of escalation and methods to interrupt them.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing conflicts in public settings.
Analysis of Real-World Field Cases
- Review of actual incidents from participants’ operational contexts.
- Assessing effective responses and identifying areas for growth.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Key Parties
- Developing scenarios based on real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with different counterparts.
Post-Incident Procedures and Institutional Communication
- Procedures for internally reporting critical incidents.
- Coordinating with the corporate communications team.
- Identifying spokespersons and defining key post-event messaging.
Individual Action Plan
- Self-assessment of personal areas for improvement.
- Setting specific commitments for daily operations.
- Creating a portable field guide with ABC steps and assertive phrases.
Enhancing Organizational Resilience
- Team support as a key element of emotional sustainability.
- Peer support practices following critical events.
- Self-care routines for staff in high-exposure roles.
Conclusion and Implementation Commitments
- Group reflection on primary takeaways.
- Setting goals for post-course follow-up.
- Integrating the ABC card as a daily field resource.
- Program assessment and feedback collection.
Requirements
- Background in field operations or community-facing roles (recommended but not required).
- Readiness to engage in role-playing and group activities.
Target Audience
- Field staff, supervisors, and commercial or institutional relations professionals in public services who engage with communities, local authorities, and digital media.
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.
