Course Outline
Welcome and Program Introduction
- Course objectives, agenda, and dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Exposure
- The field worker as the primary representation of the organization.
- Recurring high-pressure scenarios in public service operations.
- The impact of public exposure on institutional reputation.
Emotional Self-Management in the Field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques for use before and during confrontations.
- Preventing emotional burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- Understanding the three phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontations.
- Immediate-application exercises using typical scenarios.
- ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Distinguishing between passive, aggressive, and assertive responses.
- Using the first-person message model to convey positions effectively.
- Practice exercises involving high-tension scenarios with hostile stakeholders.
Addressing Community Complaints About Service Fees
- Understanding public perception of utility costs.
- Structuring empathetic responses while maintaining institutional stance.
- Simulated dialogues with residents questioning service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis of unauthorized recordings and viral spread.
- Behavioral guidelines when being filmed.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparing interventions for institutional meetings.
- Handling challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Recognizing early warning signs of escalation and interruption methods.
- Using non-verbal language to reduce hostility.
- Role-playing altercations in public spaces.
Real Field Case Analysis
- Analysis of real incidents from participants' operational experiences.
- Identifying effective responses and areas for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Critical Actors
- Designing scenarios based on actual team experiences.
- Intensive practice with real-time feedback.
- Role rotation to foster empathy with counterparties.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting critical incidents.
- Coordination with the corporate communications team.
- Defining spokespersons and key post-event messages.
Personal Action Plan
- Self-assessment of individual areas for improvement.
- Defining concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Building Organizational Resilience
- Team care as a key factor in emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for exposed personnel.
Closing and Application Commitments
- Group reflection on key learnings.
- Setting post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback.
Requirements
- Experience in field operations or community-facing roles is preferred but not mandatory.
- A willingness to engage in role-plays and group exercises.
Audience
- Field staff, supervisors, and commercial and institutional relations professionals in public services who engage with communities, local authorities, and digital media.
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.
