Course Outline
Welcome and Programme Context
- Learning objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Public Visibility
- The role of the field worker as the primary representation of the organisation.
- Common high-pressure scenarios in public service delivery.
- The impact of public visibility on institutional reputation.
Emotional Self-Regulation in the Field
- Recognising emotional triggers during field interactions.
- Techniques for self-regulation prior to and during confrontations.
- Strategies to prevent emotional burnout from sustained public exposure.
The ABC Protocol for Crisis and Confrontation
- The three phases: Anticipate, Block, and Channel.
- Step-by-step application within public confrontations.
- Practical exercises using typical field scenarios.
- An ABC pocket card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Applying the first-person message model to articulate positions clearly.
- Practising responses to high-tension scenarios involving hostile stakeholders.
Managing Community Complaints Regarding Service Fees
- Understanding public perceptions of utility costs.
- Constructing empathetic responses that maintain the institutional position.
- Simulated dialogues with residents questioning service charges.
Social Media Exposure and Viral Incident Response
- Risk assessment: unauthorised recordings and viral dissemination.
- Code of conduct when being recorded.
- Internal communication protocols following media incidents.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparing for interventions in institutional meetings.
- Addressing challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and methods to interrupt them.
- Utilising non-verbal cues to reduce hostility.
- Role-playing altercations in public spaces.
Real-World Field Case Analysis
- Reviewing actual incidents from participants’ operational environments.
- Identifying effective responses and opportunities for improvement.
- Applying lessons learned to the ABC protocol.
Practical Simulations with Critical Actors
- Developing scenarios based on real team experiences.
- Intensive practice sessions with real-time feedback.
- Role rotation to foster empathy with counterparties.
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 areas for improvement.
- Setting concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Building Organisational Resilience
- The role of team care in ensuring emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high exposure.
Closing and Application Commitments
- Group reflection on key takeaways.
- Establishing post-course follow-up goals.
- Integrating the ABC card as a daily field tool.
- Programme evaluation and feedback collection.
Requirements
- Background in field operations or community-facing roles (preferred but not required).
- Willingness to engage in role-plays and group activities.
Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who interact 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.
