When Words Matter or How to Communicate Calm in Crisis Situations: Mission Conducts Training for Public Prosecution Offices
May 14, 2025
How do you speak to someone whose life has been turned upside down by war? For Ukraine’s law enforcement institutions, this question is part of daily life.
How to respond with empathy was the focus of recent workshops in Kyiv, organised by the EU Advisory Mission (EUAM) Ukraine.
Throughout May, EUAM Ukraine conducted a series of practical sessions designed for professionals who are often the first point of contact for citizens. The participants — drawn from the Office of the Prosecutor General and Kyiv’s city and regional Prosecutor’s Offices — work on the frontline of public service, managing hotlines, face-to-face consultations and the public’s emotional outpourings.
The workshops focused on crisis communication with war-affected individuals dealing with trauma, loss and feelings of injustice. Participants explored effective approaches to respond to people in emotional crises, with an emphasis on empathy, trust-building and de-escalation. The sessions introduced key concepts such as the neurobiology of anxiety, PTSD and anger, and examined how to distinguish between interpersonal crisis and interpersonal conflict. Through real-life examples and interactive dialogue, the training underlined the importance of speaking to encourage cooperation — using language and tone that calm rather than provoke.
“In times of war, public trust is tested every day. Communication is not just about words — it’s about listening, understanding, and responding with sincere care. These professionals are often the first point of contact for people in pain. Giving them the tools to respond with empathy and care isn’t just promoting cooperation — it’s essential for recovery and healing,” said Carl Plesner, EUAM’s Social Cohesion and Mediation Adviser.
Feedback from the group was overwhelmingly positive. Many said they got food for thought and are inspired by the workshop.
By supporting Ukraine’s prosecution services with training like this, EUAM continues its work to strengthen public trust and accountability. Because justice isn’t only about laws and courtrooms — it’s also about how people are treated in their most vulnerable moments.
