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.
- 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, not mandatory).
- Willingness to participate in role-plays and group exercises.
Audience
- Field staff, supervisors, commercial and institutional relations personnel in 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*
Neem contact met ons op voor een exacte offerte en om onze laatste promoties te horen
Reviews (4)
Het efficiency van vergaderingen is iets dat vrij "basis" is, maar waar weinig aandacht aan wordt besteed en dat grote gevolgen heeft voor de tijd van mensen en bedrijven. Het begrijpen van deze beste praktijken en deze altijd op de voorgrond houden zal onmiddellijk van groot nut zijn.
Dan Moffatt - Chris Courtemanche
Cursus - Personal Efficiency and Managing Meetings
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interactie en discussie met elkaar in verschillende groepen, samen met enkele spellen.
- Netherlands Business Support Office (NBSO) Indonesia
Cursus - High-Impact Communication Skills
Automatisch vertaald
De goede relatie die vanaf het begin met de trainer en de groep is opgebouwd. De trainer paste zich aan bij de dynamiek van het team en begreep onze behoeften perfect. Het was zowel erg nuttig als leuk.
Roger Negrete - Fundacion Mon Clinic Barcelona
Cursus - Effective English Communication: One-Day Training Program
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De actieve sessies.
Monica Bueno Corral - Fundacion Mon Clinic Barcelona
Cursus - Effective communication skills
Automatisch vertaald
