Developing Communication and Mediation Skills: Training for the State Tax Service of Ukraine

At the heart of tax relations is a shared interest in clear rules and mutual trust. Businesses need predictability, citizens expect transparency and respect, while the state relies on stable budget revenues. Aligning these expectations creates opportunities for more constructive and partnership-based interaction.

At the end of February, a soft skills training programme, “Effective Communication and Mediation Tools,” was launched for professionals of the State Tax Service of Ukraine who work with taxpayers on a daily basis.

Focus on a Service-Oriented Approach

For the State Tax Service of Ukraine, this training contributes to the development of a service-oriented model of interaction with businesses and citizens. This approach involves:

• addressing complex issues through meaningful dialogue;
• using mediation tools to resolve disputes;
• reducing the need for lengthy formal procedures;
• building trust through consistent everyday interaction.

Systemic Change Through Training

The programme focuses on developing practical communication skills and introducing approaches designed to achieve sustainable, long-term results.

Participants work on improving the quality of interaction with taxpayers, focusing not only on the speed of decision-making but also on the effectiveness and sustainability of the solutions reached.

The training is organised by the Ukrainian Academy of Mediation within the project “CONSENT: Enhancing the Role of Alternative Dispute Resolution in Ukraine with a Focus on Mediation,” implemented with the financial support of the European Union.

The initiative aims to strengthen trust between the state, businesses, and citizens by promoting a culture of dialogue and introducing mediation as an effective tool for dispute resolution.