Course Outline
Welcome and Program Overview
- Learning objectives, agenda, and course dynamics.
- Setting participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of the field worker as the organizational representative.
- Common high-pressure situations in public service delivery.
- The impact of public visibility on institutional reputation.
Emotional Self-Regulation in the Field
- Recognizing 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 Management
- The three phases: Anticipate, Block, and Channel.
- Step-by-step application in public confrontation scenarios.
- Practical exercises using typical field scenarios.
- Reference ABC pocket card containing 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 effectively.
- Practice scenarios involving high-tension interactions with hostile stakeholders.
Managing Community Complaints Regarding Service Fees
- Understanding public perception of utility costs.
- Formulating empathetic responses that maintain institutional positions.
- Simulated dialogues with residents questioning service charges.
Social Media Exposure and Viral Incident Response
- Risk assessment: Unauthorized recordings and viral dissemination.
- Behavioral guidelines for situations involving being filmed.
- Internal communication protocols following media-related incidents.
Engaging Political and Institutional Stakeholders
- Mapping stakeholders: Local government, councils, community boards, and local leaders.
- Preparing for interactions in institutional meetings.
- Navigating challenging questions in political environments.
De-escalation Techniques in Public Confrontations
- Identifying early signs of escalation and intervention methods.
- Leveraging non-verbal cues to reduce hostility.
- Role-playing altercations in public settings.
Analysis of Real-World Field Cases
- Examining actual incidents from participants' operational contexts.
- Identifying effective responses and areas for improvement.
- Applying lessons learned within the ABC protocol framework.
Practical Simulations with Critical Actors
- Designing scenarios based on real team experiences.
- Intensive practice sessions with immediate feedback.
- Role rotation to foster empathy with counterpart behaviors.
Post-Incident Protocols and Institutional Communication
- Procedures for internal reporting of critical incidents.
- Coordination strategies with corporate communications teams.
- Designating spokespersons and defining key post-event messages.
Developing a Personal Action Plan
- Self-assessment to identify individual areas for improvement.
- Setting concrete commitments for daily operational tasks.
- Creating a field pocket guide featuring ABC steps and assertive phrases.
Building Organizational Resilience
- The role of team care in sustaining emotional well-being.
- Implementing peer support practices after critical incidents.
- Establishing self-care routines for personnel with high exposure.
Closing and Commitments for Application
- Group reflection on key takeaways.
- Setting post-course follow-up goals.
- Integrating the ABC card as a standard daily field tool.
- Program evaluation and participant feedback.
Requirements
- Background in field operations or community-facing roles is beneficial but not required.
- Readiness to engage in role-plays and collaborative group exercises.
Target Audience
- Field staff, supervisors, and commercial or institutional relations personnel in public services who interact with communities, local authorities, and digital media channels.
Testimonials (3)
The difference between strategy and plan
Berat Rahmani - Wallee Group AG
Course - Leadership and Team Management for Managers
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
Stay calm. Analyze others carefully.
Eva Sickinger - Ferngas Service & Management GmbH & Co. KG
Course - Effective communication skills
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