Between May and June 2025, the EGAP team conducted a series of trainings for ASC staff across eight oblasts: Vinnytsia, Volyn, Dnipropetrovs'k, Odesa, Sumy, Kherson, Khmelnytskyi, and Chernihiv.
The sessions were led by Elena Zhavoronkova and Leonid Nikolayev — seasoned business coaches and psychologists. Participants acquired hands-on skills in crisis communication, explored structured approaches to managing complex situations, practiced self-regulation techniques, and learned how to identify signs of PTSD in visitors.
As a culmination, the trainers developed a methodological manual on crisis communication — a practical resource designed to support front office professionals in their daily work.
Crisis Communication and Stress Resilience of ASC Employees
For Whom
For managers and administrators of Administrative Service Centers (ASCs). For professionals serving internally displaced persons, military personnel, veterans and their families, individuals in crisis, or those exhibiting symptoms of post-traumatic stress disorder (PTSD). For communities striving to enhance service quality amid conditions of instability.
Goal
To strengthen the psychological resilience and elevate the communication competencies of ASC employees. To equip them with the ability to respond effectively to crisis scenarios and engage with individuals experiencing emotional strain, acute stress, or symptoms of PTSD.
About the Methodological Materials
This guide is tailored for ASC employees who regularly navigate emotionally charged interactions. It includes:
- Clear protocols for managing crises (e.g., system outages, air raid alerts, queue disputes);
- Techniques for engaging with visitors under stress;
- Ready-to-use phrases and conversation scripts for challenging dialogues;
- Self-regulation practices to preserve emotional equilibrium;
- Guidance on identifying PTSD symptoms and ensuring safe, respectful communication;
- Action plans for emergency scenarios.
Our Contribution
Results
24
ASC employees were trained
8
target oblasts reached
