Course Outline
Welcome and Program Orientation
- Overview of objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Visibility
- The role of field workers as the public face of the organization.
- Frequent high-pressure situations encountered in public service operations.
- The impact of public visibility on institutional reputation.
Emotional Self-Management in the Field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques to use before and during confrontations.
- Preventing emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- Understanding the three phases: Anticipate, Block, Channel.
- Step-by-step application during a public confrontation.
- Immediate practice exercises using typical scenarios.
- A portable ABC card featuring key steps and response phrases.
Assertive Communication with Critical Stakeholders
- Differentiating between passive, aggressive, and assertive responses.
- Utilizing the first-person message model to convey positions clearly.
- Practicing with high-tension scenarios involving hostile stakeholders.
Addressing Community Complaints Regarding Service Fees
- Understanding public perception of utility costs.
- Structuring empathetic responses while maintaining the institution's stance.
- Simulated dialogues with residents challenging service charges.
Social Media Exposure and Managing Viral Incidents
- Risk analysis concerning unauthorized recordings and viral spread.
- Behavioral guidelines for individuals being filmed.
- 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.
- Navigating challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Recognizing early warning signs of escalation and how to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-playing altercations in public spaces.
Analysis of Real Field Cases
- Examining real incidents from participants' own operations.
- 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, real-time feedback.
- Rotating roles to foster empathy with counterparts.
Post-Incident Protocols and Institutional Communication
- Steps for internally reporting a critical incident.
- Coordinating with the corporate communications team.
- Designating spokespersons and defining key post-event messages.
Personal Action Plan
- Self-assessment of individual areas for improvement.
- Defining concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Building Organizational Resilience
- The role of team care in ensuring 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.
Requirements
- Experience in field operations or community-facing roles (preferred but not required).
- Openness to participating in role-plays and group exercises.
Audience
- Field staff, supervisors, and personnel involved in commercial and institutional relations within public services who interact with communities, local authorities, and digital media.
Testimonials (3)
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
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.
