Abstract:

Effective communication plays a key role in the workplace, especially for leaders and middle managers in the Portuguese Tax Authority. This study analyzes the importance of training in communication techniques as part of leadership modules for these employees. It was analyzed evaluation forms filled in by the participants, the questionaire had 13 item to be evaluated, with a likert scale (Strongly, Agree, Agree Neutral, Disagree, Strongly Disagree), Item 11 (Excellent, Good, Average, Poor and Very poor) and Item 12 and 13 open questions.

The items for evaluation were:
1. The training met my expectations.
2. I will be able to apply the knowledge learned.
3. The training objectives for each topic were identified and followed.
4. The content was organized and easy to follow.
5. The materials distributed were pertinent and useful.
6. The trainer was knowledgeable.
7. The quality of instruction was good.
8. The trainer met the training objectives.
9. Class participation and interaction were encouraged.
10. Adequate time was provided for questions and discussion.
11. How do you rate the training overall?
12. What aspects of the training could be improved?
13. Other comments?

From a N=336 respondents we observed extremely positive feedback on the impact of this training on customer service and day-to-day work.

The communication techniques covered during the training enable employees to confirm that they have improved their interpersonal skills, facilitating effective communication with colleagues, superiors and taxpayers. This results not only in smoother and more productive interactions, but also in a better understanding of citizens' needs and concerns in relation to the services provided by the Tax Authority.

In addition, communication training promotes a more collaborative and harmonious working environment, where employees feel more confident and empowered to deal with challenging situations. The practical application of the techniques learned during the training demonstrates tangible benefits in customer service, reflected in the positive feedback from taxpayers.

This exploratory study highlights the critical relevance of training in communication techniques that can and should be replicated in other areas of public administration. By investing in the development of these skills, organizations not only improve the quality of customer service, but also strengthen team effectiveness and cohesion, contributing to more efficient and satisfactory service delivery.

Keywords:

Communication Techniques, Life long Learning, Public Administration.