In a context where efficiency, empathy, and active listening are increasingly required of the public sector, the course Quality in Public Service, taught by political scientist Claudia Cataldi as part of the Postgraduate Program in Legislative Management at the Legislative School of the State of Rio de Janeiro (ELERJ), has stood out as an essential educational component for civil servants and public agents seeking practical and transformative training.
Focused on developing competencies aimed at improving public service delivery, the course encouraged reflections on institutional communication, qualified listening, and building effective connections with the population. The methodology, grounded in practical dynamics and interactive debate — offered students a meaningful experience that aligns fully with the constitutional principles of public administration, such as legality, impersonality, morality, publicity, and, above all, efficiency (Article 37 of Brazil’s Federal Constitution).
The students’ perceptions reflect the strength of this academic process:
Lícia Damasceno, a student in the postgraduate program in Legislative Management, stated:
“The course Quality in Public Service, conducted by Professor Claudia Cataldi, was a transformative moment in my academic and professional journey. The exchange of knowledge and reflections in the classroom broadened my view on the importance of humanized and efficient service in the public sector. Valuing this improvement is to recognize that the real driving force of public administration is people. This experience was, without a doubt, a milestone I will carry throughout my career as a public manager.”
Alexsandro Camara, legislative advisor to State Deputy Marcelo Dino, emphasized the shift in perspective the course provided:
“It was a transformative experience that made me rethink the importance of listening attentively and truly understanding the population’s needs.”
Aline El Huaick, advisor to the Commission on Children, Adolescents, and the Elderly at ALERJ, added:
“The course was an indispensable opportunity to improve the quality of the services I provide as an advisor to the Commission on Children, Adolescents, and the Elderly at ALERJ. By prioritizing this potential development, we are investing in our greatest asset: people, who make the difference in building a more efficient and effective public administration.”
Other students also emphasized how the course’s practical and collaborative approach fostered deeper learning. Marcella Nesanelovicz, Secretary of the Superintendency of the Segurança Presente Program, observed:
“Participating in practical dynamics helps embed the learning in a deeper way.”
Helem Cristina Lopes dos Santos Moreira, parliamentary advisor, shared how the course applied directly to her professional routine:
“The training highlighted the importance of qualified listening as a tool for improving public service, a capacity-building effort aimed at developing essential competencies for the public sector. The exercises conducted during the training modules with civil servants and public agents offered practical reflections on empathy, institutional communication, and building more effective connections with the population.”
Andrey Barroso Mary, parliamentary advisor to Deputy Giselle Monteiro, reinforced the ethical and social dimensions of the course:
“The ongoing pursuit of excellence and innovation in the quality of public service is essential to building a fairer society and ensuring equitable access to essential services.”
Isabel Franklin, a physiotherapist and postgraduate student, reflected on the impact of the course on both personal and institutional levels:
“Learning about quality leads to continuous improvement, both individually and institutionally.”
Simone Pereira Vitória, advisor to the General Directorate of ALERJ, noted:
“The activity contributed significantly to my development, both in my academic path and in my role as a public servant.”
Maurício Moreira Furtado, parliamentary advisor, also praised the structure and teaching methods:
“The professor’s empathy and the interaction among students, combined with the qualified content of the classes, made this academic experience unique and indispensable,” he said, referring to Professor Cataldi’s methodology as “unforgettable.”
At the end of the course, Professor Claudia Cataldi expressed her sincere gratitude:
“The experience of teaching the Quality in Public Service course in ELERJ’s postgraduate program was deeply gratifying. I thank the institution for its trust and for its commitment to delivering educational excellence in the public sector, the deputies for their strategic vision in supporting this initiative, and especially the students, so participative and engaged, who demonstrated great sensitivity and a genuine willingness to transform public service through ethics, empathy, and competence.”
Professor Cataldi’s careful academic approach and commitment to human-centered training reaffirm ELERJ’s role as a national reference in the professional development of public servants. By combining technical excellence with ethical values, the course reflects a broader mission: to build a more democratic, responsive, and efficient state through education.
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