Course Outline
Welcome and Program Overview
- Course objectives, agenda, and dynamics.
- Setting participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the face of the organization.
- Common high-pressure scenarios in public service operations.
- The impact of public visibility on institutional reputation.
Emotional Self-Management in the Field
- Recognizing emotional triggers during field interactions.
- Self-regulation techniques before and during confrontations.
- Preventing emotional burnout caused by continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- Understanding the three phases: Anticipate, Block, Channel.
- Step-by-step application during public confrontations.
- Immediate practice exercises using typical scenarios.
- ABC quick-reference card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Using the first-person message model to convey positions clearly.
- Practicing high-tension scenarios involving hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Gaining insight into public perception of utility costs.
- Structuring empathetic responses without compromising the institution's stance.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Viral Incident Response
- Risk analysis: managing unauthorized recordings and viral content spread.
- Behavioral guidelines when being recorded.
- Internal communication protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Mapping stakeholders: local government, councils, community boards, and local leaders.
- Preparing interventions for institutional meetings.
- Handling challenging questions in political environments.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and how to interrupt them.
- Utilizing non-verbal cues to reduce hostility.
- Role-playing altercations in public spaces.
Real-World Case Analysis
- Reviewing actual 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 real team experiences.
- Intensive practice with immediate feedback.
- Role rotation to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting critical incidents.
- Coordinating with the corporate communications team.
- Designating spokespersons and defining key post-event messages.
Personal Action Plan
- Self-assessment of individual improvement areas.
- Setting concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Building Organizational Resilience
- The importance of team care for emotional sustainability.
- Peer support practices after critical incidents.
- Self-care routines for personnel in high-exposure roles.
Closing and Application Commitments
- Group reflection on key takeaways.
- Setting post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback collection.
Requirements
- Experience in field operations or community-facing roles (recommended but not required).
- Openness to participating in role-plays and group exercises.
Target Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who engage with communities, local authorities, and digital media platforms.
Testimonials (4)
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.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
The good relationship that was established from the outset with the trainer and the group. The trainer adapted to the team's dynamics and understood our needs perfectly. It was both super helpful and fun.
Roger Negrete - Fundacion Mon Clinic Barcelona
Course - Effective English Communication: One-Day Training Program
The active sessions.
