Development of a barrier-free culture: State Tax Service trains employees in specifics of communicating with veterans and their families

Press service of the State Tax Service of Ukraine, published 02 December 2025 at 16:30 Chapter: News

How to build communication of respect and support with people who returned from the war and their family members, as well as how to correctly and tactfully interact with those with disabilities, were taught to employees of the State Tax Service and its territorial bodies who have daily contact with the taxpayers. 

Participants, during the training, examined key societal changes that affect communication between militaries and civilians, as well as behavioral and emotional responses of people with combat experience during the adaptation period. Particular emphasis was placed on how to respond appropriately to stress, anxiety or panic states without violating personal boundaries or causing additional harm.

In the practical part of the training, employees learned effective communication approaches – from clear and friendly presentation of information to avoiding phrases and gestures that may be sensitive or cause negative emotions.

Participants worked on the principles of correct language, taking into account mobility features of people with disabilities, perception of information and rules that help create comfortable and safe space for everyone.

Separately, the training was aimed at creating supportive environment in teams where militaries are returning, as well as for those waiting for their loved ones to return from the front.

Training was conducted by Nataliia Ivanova, specialist of the HR Department of the State Tax Service of Ukraine, a psychologist with many years of experience and significant experience in direct work and communication with the demobilized servicemen.

This event was one of the steps in developing a barrier-free internal culture of the State Tax Service. The Tax Service continues to implement training programs to ensure dignified, attentive and professional interaction with people returning to civilian life after the service.