Course Outline
Introduction and Program Context
- Review of objectives, agenda, and course dynamics.
- Establishing participant expectations and ground rules.
Operational Context: Public Services and Public Visibility
- The role of the field worker as the public face of the organization.
- Common high-pressure situations encountered in public service operations.
- The effect of public visibility on the institution’s standing.
Emotional Self-Regulation in Field Settings
- Recognizing emotional triggers during interactions in the field.
- Techniques for self-regulation prior to and during confrontations.
- Strategies to prevent burnout resulting from sustained public exposure.
The ABC Protocol for Crisis and Conflict Management
- Overview of the three phases: Anticipate, Block, and Channel.
- Practical application of steps during a public conflict.
- Immediate application exercises using common scenarios.
- Provision of an ABC pocket guide featuring key steps and response phrases.
Assertive Communication with Key Stakeholders
- Differentiating between passive, aggressive, and assertive communication styles.
- Utilizing the first-person message model to articulate positions clearly.
- Practicing with high-tension scenarios involving difficult stakeholders.
Managing Community Complaints Regarding Service Charges
- Understanding public perspectives on utility costs.
- Structuring empathetic responses while maintaining institutional boundaries.
- Simulating dialogues with residents questioning service fees.
Handling Social Media Exposure and Viral Incidents
- Risk assessment: Unauthorized recording and rapid digital spread.
- Behavioral guidelines to follow when being recorded.
- Internal communication procedures following a media incident.
Interaction with Political and Institutional Stakeholders
- Mapping stakeholders: local government, councils, community boards, and local leaders.
- Preparation for interventions in institutional meetings.
- Managing difficult inquiries in political environments.
De-escalation Methods for Public Conflicts
- Identifying early signs of escalation and techniques to interrupt them.
- Leveraging non-verbal cues to lower hostility.
- Role-playing altercations in public settings.
Analysis of Real-World Field Cases
- Examination of actual incidents from participants’ operational contexts.
- Identifying effective responses and identifying areas for improvement.
- Applying lessons learned to refine the ABC protocol.
Practical Simulations Involving Critical Actors
- Creating scenarios based on authentic team experiences.
- Intensive practice sessions with immediate feedback.
- Role rotation exercises to foster empathy towards counterparts.
Post-Incident Procedures and Organizational Communication
- Procedures for internal reporting of critical incidents.
- Collaborating with the corporate communications department.
- Defining spokespersons and key messages post-event.
Personal Action Planning
- Self-assessment to identify individual areas for growth.
- Setting specific commitments for daily operational practice.
- Creating a field pocket guide containing ABC steps and assertive phrases.
Cultivating Organizational Resilience
- The role of team care in sustaining emotional well-being.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high public exposure.
Conclusion and Commitment to Application
- Group reflection on primary takeaways.
- Setting goals for post-course follow-up.
- Integrating the ABC card into daily field operations.
- Course evaluation and participant feedback.
Requirements
- Background in field operations or community-facing roles is preferred but not required.
- An openness to engaging in role-play scenarios and group-based exercises.
Target Audience
- Public service field staff, supervisors, and commercial or institutional relations professionals who engage 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.
