Trusted communication: specialists from the State Tax Service’s communication units have undergone specialized training

Press service of the State Tax Service of Ukraine, published 18 December 2025 at 17:00 Chapter: News

Communication specialists from the State Tax Service and its territorial bodies spent three days in an intensive format – learning new formats in the public, crisis and digital communications.

Training "Communication coordination" was organized by partners from the Public Organization"Kyiv School of Public Administration named after Serhiy Nyzhnyy" and "Public Finance Management Support Programme for Ukraine" (EU4PFM).

"Such training is opportunity to use new experience for one’s own development. It is high-quality, open and understandable communication with the taxpayers that is basis of trust in the Tax Service" – acting Head of the State Tax Service Lesya Karnaukh emphasized during the event.

During three days of interesting and intensive work, participants combined theory with practical modules. Focus was on developing emotional intelligence, creating clear and concise messages, working with difficult interlocutors, media and citizens, as well as anti-crisis response.

Special attention during the training was paid to:

- managing emotions in stressful communications;

- principles of clear language in communication with the taxpayers;

- shaping public image of the institution and non-verbal communication;

- working with social networks as a space of trust, including responding to information attacks and online crises;

- creating visual content: infographics, presentations, photos and visual messages.

Separate block of the program was dedicated to conflictology and anti-crisis communications - from understanding the conflict nature to practical tools for facilitation, refuting disinformation, and synchronizing legal and communication responses.

Participants also underwent a studio workshop with the team building elements. Participants practiced typical and crisis situations for the tax press services of the Tax Service: preparing public speeches, coordinating the Service’s position and humane communication even in the tense conditions.