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How to Handle Challenging Situations: Free Online Course for ASC Staff Now Available

29/ 09/ 2026
  A new course on effective communication in crisis and conflict situations, while maintaining emotional well-being and resilience, is now available on the Zrozumilo! Educational Online Platform. For Administrative Service Center (ASC) staff, one of the most challenging aspects of the job is often dealing with people and their emotions. Every day, administrators interact with visitors who may be frustrated, confused, under significant stress, or coping with the impact of traumatic experiences. This work requires not only professional expertise but also strong personal resilience. The ten-lecture course “Crisis Communication and Resilience for Administrative Service Center Staff” will help participants: recognize crisis situations and respond calmly and confidently; master the principles of crisis communication and conflict management models; use practical communication scripts for challenging interactions; identify their own stress responses and personal triggers; apply quick self-regulation techniques directly in the workplace; prevent emotional exhaustion and professional burnout; recognize signs of PTSD in visitors and interact appropriately with people who have experienced trauma; use the Psychological First Aid model: Look, Listen, Link; maintain personal well-being and foster peer support within their teams. The course combines practical guidance, step-by-step tools, communication scripts, and interactive exercises that can be immediately applied in everyday work. Course Speakers Anna Kinash, Certified Trainer Maryna Bobranitska, Director of the Directorate for E-Governance and Public Services, Ministry of Digital Transformation of Ukraine Anna Kushneruk, Psychoanalyst, TV Host, and Mental Health Expert Expert Contributors Denys Kravchenko, Director of the Department for Administrative Services, Odesa City Council Yevheniia Kursyk, Director of the Department of Digital Transformation and Administrative Services Provision, Rivne City Council Course Authors Leonid Nikolaiev, PhD in Psychology, Associate Professor, Department of Psychology, Hryhorii Skovoroda University in Pereiaslav Olena Zhavoronkova, Business Trainer, Psychologist, and Expert in Effective Communication and Soft Skills Development Who Is This Course For? This course is designed for ASC staff who interact with visitors on a daily basis, work in high-pressure environments, and regularly encounter a wide range of emotional responses. Course Structure Lecture 1. Fundamentals of Crisis Communication in ASCs  Lecture 2. Effective Communication in Crisis Situations  Lecture 3. Managing Interactions with Difficult Visitors: Practical Frameworks for ASCs  Lecture 4. Practical Scenarios for Handling Conflict Situations with Visitors  Lecture 5. Building Resilience for ASC Staff During Prolonged Crises  Lecture 6. Stress Management Techniques for ASC Staff  Lecture 7. Maintaining Psychological Resources Under Increased Workload  Lecture 8. Working with Visitors Experiencing Post-Traumatic Stress Disorder (PTSD)  Lecture 9. Communication Strategies for Engaging with Visitors Affected by PTSD  Lecture 10. Self-Care for ASC Administrators Participants who successfully complete the course will receive a certificate worth 0.2 ECTS credits (six academic hours), which can be counted toward self-directed professional development. The online course was developed by the EGAP Program, implemented by East Europe Foundation with the support of Switzerland, in partnership with the Ministry of Digital Transformation of Ukraine. Course registration: https://courses.zrozumilo.in.ua/courses/course-v1:eef+EEF-073+Aug2026/about 

A new course on effective communication in crisis and conflict situations, while maintaining emotional well-being and resilience, is now available on the Zrozumilo! Educational Online Platform.

For Administrative Service Center (ASC) staff, one of the most challenging aspects of the job is often dealing with people and their emotions. Every day, administrators interact with visitors who may be frustrated, confused, under significant stress, or coping with the impact of traumatic experiences. This work requires not only professional expertise but also strong personal resilience.

The ten-lecture course “Crisis Communication and Resilience for Administrative Service Center Staff” will help participants:

  • recognize crisis situations and respond calmly and confidently;
  • master the principles of crisis communication and conflict management models;
  • use practical communication scripts for challenging interactions;
  • identify their own stress responses and personal triggers;
  • apply quick self-regulation techniques directly in the workplace;
  • prevent emotional exhaustion and professional burnout;
  • recognize signs of PTSD in visitors and interact appropriately with people who have experienced trauma;
  • use the Psychological First Aid model: Look, Listen, Link;
  • maintain personal well-being and foster peer support within their teams.

The course combines practical guidance, step-by-step tools, communication scripts, and interactive exercises that can be immediately applied in everyday work.

Course Speakers

  • Anna Kinash, Certified Trainer
  • Maryna Bobranitska, Director of the Directorate for E-Governance and Public Services, Ministry of Digital Transformation of Ukraine
  • Anna Kushneruk, Psychoanalyst, TV Host, and Mental Health Expert

Expert Contributors

  • Denys Kravchenko, Director of the Department for Administrative Services, Odesa City Council
  • Yevheniia Kursyk, Director of the Department of Digital Transformation and Administrative Services Provision, Rivne City Council

Course Authors

  • Leonid Nikolaiev, PhD in Psychology, Associate Professor, Department of Psychology, Hryhorii Skovoroda University in Pereiaslav
  • Olena Zhavoronkova, Business Trainer, Psychologist, and Expert in Effective Communication and Soft Skills Development

Who Is This Course For?

This course is designed for ASC staff who interact with visitors on a daily basis, work in high-pressure environments, and regularly encounter a wide range of emotional responses.

Course Structure

Lecture 1. Fundamentals of Crisis Communication in ASCs

 Lecture 2. Effective Communication in Crisis Situations

 Lecture 3. Managing Interactions with Difficult Visitors: Practical Frameworks for ASCs

 Lecture 4. Practical Scenarios for Handling Conflict Situations with Visitors

 Lecture 5. Building Resilience for ASC Staff During Prolonged Crises

 Lecture 6. Stress Management Techniques for ASC Staff

 Lecture 7. Maintaining Psychological Resources Under Increased Workload

 Lecture 8. Working with Visitors Experiencing Post-Traumatic Stress Disorder (PTSD)

 Lecture 9. Communication Strategies for Engaging with Visitors Affected by PTSD

 Lecture 10. Self-Care for ASC Administrators

Participants who successfully complete the course will receive a certificate worth 0.2 ECTS credits (six academic hours), which can be counted toward self-directed professional development.

The online course was developed by the EGAP Program, implemented by East Europe Foundation with the support of Switzerland, in partnership with the Ministry of Digital Transformation of Ukraine.

Course registration: https://courses.zrozumilo.in.ua/courses/course-v1:eef+EEF-073+Aug2026/about 

This material is provided by a member company or partner organization of the European Business Association as part of an informational collaboration. The Association is not responsible for the accuracy, completeness, or reliability of the information presented. The views, opinions, and recommendations expressed in this material are solely those of the authors and do not reflect the official position of the European Business Association.

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