Course Outline
Welcome and Program Overview
- Learning objectives, agenda, and course dynamics.
- Participant expectations and ground rules.
Operational Context: Public Services and Social Exposure
- The field worker as the representative face of the organization.
- Common high-pressure situations in public service operations.
- The impact of public exposure on institutional reputation.
Emotional Self-Management in the Field
- Recognizing emotional triggers during field interactions.
- Self-regulation techniques to apply before and during confrontations.
- Preventing emotional burnout resulting from continuous public exposure.
The ABC Protocol for Crisis and Confrontation
- The three phases: Anticipate, Block, and Channel.
- Step-by-step application in a public confrontation.
- Immediate-application exercises using typical scenarios.
- ABC pocket card featuring 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.
- Practicing with high-tension scenarios involving hostile stakeholders.
Handling Community Complaints About Service Fees
- Understanding public perception of utility costs.
- Structuring empathetic responses without compromising the institutional position.
- Simulated dialogues 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 protocols following a media incident.
Engaging Political and Institutional Stakeholders
- Stakeholder mapping: local government, councils, community boards, and local leaders.
- Preparing for interventions in institutional meetings.
- Handling challenging questions in political settings.
De-escalation Techniques in Public Confrontations
- Identifying early warning signs of escalation and how to interrupt them.
- Using non-verbal language to reduce hostility.
- Role-playing altercations in public spaces.
Real Field Case Analysis
- Examining real incidents from participants' 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 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 areas for improvement.
- Defining concrete commitments for daily operations.
- Creating a field pocket guide with ABC steps and assertive phrases.
Building Organizational Resilience
- Team care as a factor in 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.
Requirements
- Experience in field operations or community-facing roles (preferred, but not required).
- A willingness to engage in role-plays and group exercises.
Audience
- Field staff, supervisors, and commercial and institutional relations personnel in public services who interact with communities, local authorities, and digital media.
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 4800 € + VAT*
Contact us for an exact quote and to hear our latest promotions
Testimonials (2)
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.
