Culture of speech as a tool of professional effectiveness of the "Service-112" specialists
The increase in the staff of the service has helped to maintain responsiveness, but for our work, not only quantitative performance indicators are important, but also their quality. The Service's specialists regularly upgrade their skills as part of their annual professional training. The beginning of 2026 was no exception. In order to improve the interaction of specialists with applicants, new training materials have been developed on the topic "Cultural speech as a tool for effective interaction in extreme conditions." Through the joint efforts of the management team, senior specialists and psychologists, a training session has been prepared that reveals the most important aspects of the stated topic.
As part of the training, the specialists analyzed the emotional and psychological component of the work; together with the training hosts, they discussed the importance of cultural speech in building effective interaction with applicants. The main thesis was the idea that the voice and speech of the specialist of "Service 112" are one of the main tools of influence, allowing to form a trusting contact and create a kind of emotional support for the applicant. Special attention is paid to the psychological aspects in building contact with applicants in an affective state. The specialists received specific recommendations from the psychologists of the Service: how to effectively build a dialogue with such a category of citizens and how to help yourself cope with emotional stress.
Training sessions with each shift on duty allowed us to pay attention to the analysis of relevant work cases, identify factors that significantly affect the quality of the service provided and jointly develop new effective ways of interaction.