Cursusaanbod
Welcome and program framing
- Objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational context: Public services and social exposure
- The field worker as the face of the organization.
- Recurring high-pressure situations in public service operations.
- The impact of public exposure on institutional reputation.
Emotional self-management in the field
- Identifying emotional triggers during field interactions.
- Self-regulation techniques before and during confrontations.
- Preventing emotional burnout from continuous public exposure.
The ABC protocol for crisis and confrontation
- The three phases: Anticipate, Block, Channel.
- Step-by-step application in a public confrontation.
- Immediate-application exercises with typical scenarios.
- ABC pocket card with key steps and response phrases.
Assertive communication with critical stakeholders
- Distinguishing passive, aggressive, and assertive responses.
- The first-person message model for conveying positions.
- Practice with high-tension scenarios involving hostile stakeholders.
Handling community complaints about service fees
- Understanding public perception of utility costs.
- Structuring an empathetic response without compromising institutional position.
- Simulated dialogue with residents challenging service charges.
Social media exposure and viral incident response
- Risk analysis: unauthorized recordings and viral spread.
- Behavioral guidelines when being filmed.
- Internal communication protocol following a media incident.
Engaging political and institutional stakeholders
- Stakeholder mapping: local government, councils, community boards, local leaders.
- Preparing interventions for institutional meetings.
- Handling challenging questions in political settings.
De-escalation techniques in public confrontations
- Early warning signs of escalation and how to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-play of altercations in public spaces.
Real field case analysis
- Study of real incidents from participants' operations.
- Identifying effective responses and areas for improvement.
- Lessons learned applied to the ABC protocol.
Practical simulations with critical actors
- Designing scenarios based on real team experiences.
- Intensive practice with real-time feedback.
- Role rotation to develop empathy with counterparts.
Post-incident protocols and institutional communication
- Steps for internally reporting a critical incident.
- Coordination with the corporate communications team.
- Defining spokespersons and key post-event messages.
Personal action plan
- Self-assessment of individual improvement areas.
- Defining concrete commitments for daily operations.
- Building a field pocket guide with ABC steps and assertive phrases.
Building organizational resilience
- Team care as a factor of emotional sustainability.
- Peer support practices after critical incidents.
- Self-care routines for exposed personnel.
Closing and application commitments
- Group reflection on key learnings.
- Post-course follow-up goals.
- Adopting the ABC card as a daily field tool.
- Program evaluation and feedback.
Vereisten
- Experience in field operations or community-facing roles (desirable but not mandatory).
- Willingness to participate in role-plays and group exercises.
Audience
- Field staff, supervisors, and personnel in commercial and institutional relations within public services who interact with communities, local authorities, and digital media.
Aangepaste bedrijfsopleiding
Opleidingsoplossingen ontworpen exclusief voor bedrijven.
- Aangepaste inhoud: We passen de syllabus en praktijkopdrachten aan naar de echte doelen en behoeften van uw project.
- Voor flexibel schema: Datums en tijden aangepast aan het rooster van uw team.
- Formaat: Online (live), In-company (bij uw kantoren) of Hybride.
Prijs per privégroep, online live training, startend vanaf 4800 € + BTW*
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Reviews (2)
Het verschil tussen strategie en plan
Berat Rahmani - Wallee Group AG
Cursus - Leadership and Team Management for Managers
Automatisch vertaald
Wij moeten de juiste strategieën aanwenden om beter te communiceren, en deze training heeft ons daarin voorzien.
Louella Macasaet - Agile Marketing Consultancy
Cursus - Effective Communication in the Workplace
Automatisch vertaald
