The Estonian Prosecution Service is a national authority responsible for directing criminal investigations and representing the state in court. Their mission is to ensure that offences are investigated fairly, effectively and in accordance with the law.
Aeternum partnered with the Prosecution Service to support prosecutors and staff in managing challenging communication scenarios with greater awareness and confidence. Their work often involves high-pressure, emotionally charged encounters where maintaining clarity, composure and professionalism is essential. The training “Masterclass in Managing Difficult Situations” helped participants understand the psychological mechanisms behind communication, strengthen emotional regulation, and develop practical tools for handling demanding interactions in their daily work.
Training Themes
- “Masterclass in Managing Difficult Situations”
Objective
To enhance participants’ awareness, skills and confidence when communicating with different personality types, and to equip them with practical tools for navigating difficult situations effectively.
Outcomes
- Participants understand how thinking patterns influence communication.
- Staff are able to remain calm and self-assured in challenging interactions.
- Participants recognise various communication styles and adapt their approach to the situation.
- They apply the principles of low-tension communication and understand the psychological triggers behind defensive or negative reactions.
- Employees consciously regulate their emotions when dealing with difficult circumstances.
Tools and Methods Used
- 1-day practical communication skills training
- Exercises, group discussions, roleplays and case analyses