On 12–13 June, the Polaris Programme conducted a two-day online training session titled “Development of Emotional Intelligence and Prevention of Professional Burnout for Administrative Services Centre (ASC) Employees”. The event brought together 35 ASC representatives from various regions of Ukraine.
Emotional Intelligence as a Professional Skill
The training focused on developing emotional intelligence – a key competence for professionals who work daily with people in the administrative services system. Participants explored self-awareness, stress management techniques, effective client and colleague communication strategies, and methods for preventing professional burnout.
Alla Kovalchuk, expert of the Polaris Programme, emphasised:
“Working in ASCs always means interacting with people in different life circumstances. The ability to understand one’s own emotions and those of clients not only helps staff preserve their internal resources but also fosters a trusting atmosphere during service delivery. We are not simply improving the service – we are developing a culture of attentive care for people, while remembering to care for ourselves as well.”
Practical Tools and New Approaches
The training programme included four thematic sessions and practical exercises:
• Development of emotional intelligence as a key skill in the professional environment;
• Emotional management tools for effective communication;
• A systemic approach to burnout prevention and recovery methods;
• Building a personal energy management strategy for long-term wellbeing.
Participants also practiced self-awareness techniques, transforming negative “you-messages” into constructive “I-messages”, as well as mindfulness and physical restoration exercises.
Ongoing Work
Following the training, participants received practical tasks for continued independent practice: from analysing personal emotional responses to integrating stress management techniques into their daily work. The organisers also provided recommendations for further developing emotional intelligence within ASC teams.
The Polaris Programme continues to provide systematic support to professionals working in public services, helping them maintain their professional resources and provide high-quality assistance to people in hromadas.
