Izvestia: Russia has developed a manual on communication between civil servants and the public
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RANEPA has developed a special manual for civil servants on communication with the public.
Scholars pointed out that officials’ responses to requests from Russian citizens are replete with clericalism and stereotypes. Often the wording shows indifference or dislike.
Civil servants were urged to show empathy and be ethical.
The manual contains specific instructions for further actions.
Officials are asked to consider who exactly they are answering – the person’s age, education and life situation.
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