Course Outline
Introduction and Program Overview
- Reviewing objectives, agenda, and training dynamics.
- Sharing participant expectations and establishing ground rules.
Operational Context: Public Services and Social Visibility
- The role of field workers as the public face of the organization.
- Recognizing recurring high-pressure scenarios in public service operations.
- Understanding how public visibility impacts institutional reputation.
Emotional Self-Regulation in the Field
- Identifying emotional triggers during field interactions.
- Applying self-regulation techniques before and during confrontations.
- Preventing burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation Management
- Overview of the three phases: Anticipate, Block, and Channel.
- Step-by-step application during public confrontations.
- Immediate practice exercises using typical scenarios.
- Distribution of an ABC pocket card containing key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Utilizing the first-person message model to clearly convey positions.
- Practicing through high-tension scenarios involving hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Gaining insight into public perceptions of utility costs.
- Structuring empathetic responses while maintaining the institution's stance.
- Conducting simulated dialogues with residents challenging service charges.
Managing Social Media Exposure and Viral Incidents
- Conducting risk assessments for unauthorized recordings and viral spread.
- Establishing behavioral guidelines when being filmed.
- Defining internal communication protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Mapping stakeholders: local government, councils, community boards, and local leaders.
- Preparing for interventions in institutional meetings.
- Managing challenging questions within political contexts.
De-escalation Techniques in Public Confrontations
- Recognizing early warning signs of escalation and methods to interrupt them.
- Utilizing non-verbal cues to reduce hostility.
- Conducting role-plays of altercations in public spaces.
Analysis of Real Field Cases
- Examining 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 real team experiences.
- Intensive practice sessions with immediate feedback.
- Rotating roles 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
- Conducting a self-assessment of individual improvement areas.
- Defining concrete commitments for daily operations.
- Creating a field pocket guide featuring ABC steps and assertive phrases.
Building Organizational Resilience
- The role of team care in emotional sustainability.
- Peer support practices following critical incidents.
- Self-care routines for personnel with high public exposure.
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 collection.
Requirements
- Experience in field operations or community-facing roles is advantageous but not mandatory.
- 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.
