Improving contact center cost efficiency and customer experience in a retail company

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Psychological contract in non-governmental organizations

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

Assessing the efficacy of the Mental Health Gap Action Programme (mhGAP) training for non-specialized health workers in Ethiopia

RESUMO: A OMS lançou em 2008, o Programa de Acção do Gap em Saúde Mental (mhGAP) para suprir a falta de cuidados, especialmente em países de rendimento baixo e médio, para as pessoas que sofrem de perturbações mentais, neurológicas e de uso de substâncias (MNS). Um componente crucial do mhGAP é representado pelo esforço no sentido da integração da saúde mental nos cuidados de saúde primários. Na Etiópia, o mhGAP foi monitorizado durante 3 anos, graças a um projeto de demonstração implementado em clínicas selecionadas em quatro regiões do país. A fase de demonstração de mhGAP na Etiópia traduziu-se principalmente na formação de profissionais de saúde não especializados, fornecendo-lhes orientação e supervisão apoiada para a utilização de medicamentos psicotrópicos essenciais e na coordenação com o Ministério Etíope Federal da Saúde, Hospital Amanuel de Saúde Mental e as Secretarias Regionais de Saúde ( RHBs ). O presente trabalho investigou a eficácia do pacote de formação mhGAP através de uma análise das pontuações dos participantes no pré- e pós-testes. A análise estatística mostrou - com uma exceção - que a melhoria dos formandos é estatisticamente significativa, o que sugere que os conhecimentos dos participantes é melhorada na fase de pós-teste. A eficácia do pacote de formação mhGAP para profissionais de saúde não especializados é uma evidência promissora de que os mesmos podem ser treinados com sucesso para realizar um pacote básico de intervenções para a prestação de cuidados e tratamento para pessoas com perturbações mentais, neurológicas e de uso de substâncias. Este trabalho destaca, também, várias limitações não apenas inerentes ao próprio projecto de investigação tais como o número limitado de respostas que foram analisadas e a falta de dados de uma das quatro regiões onde mhGAP foi testado na Etiópia. As principais limitações decorrem de facto da abordagem global limitar as intervenções de saúde mental ao programa de formação e supervisão dos trabalhadores de cuidados de saúde primários . Este processo só será bem sucedido se, juntamente com outras intervenções - que vão desde o desenvolvimento de currículos para o desenvolvimento de uma legislação de saúde mental -, fôr incluído numa estratégia mais abrangente para a reforma da saúde mental e desafiar o status quo.-----------ABSTRACT:In 2008, WHO launched the Mental Health Gap Action Programme (mhGAP) to address the lack of care, especially in low- and middle- income countries, for people living with mental, neurological and substance use (MNS) disorders. A crucial component of mhGAP is represented by the endeavor towards integration of mental health into primary health care. In Ethiopia, mhGAP has been piloted for 3 years thanks to a demonstration project implemented in selected clinics in 4 regions of the country. The demonstration phase of mhGAP in Ethiopia has mainly translated into training of non-specialized health workers, providing them with mentorship and supportive supervision, availing essential psychotropic medications and coordinating with the Ethiopian Federal Ministry of Health, Amanuel Mental Health Hospital and the Regional Health Bureaus (RHBs). The present paper investigated the efficacy of the mhGAP training package through an analysis of the participants’ scores at pre-test and post-test. The statistical analysis showed - with one exception - that the improvement of trainees is statistically significant, therefore suggesting that the knowledge of participants is improved in the post-test phase. The efficacy of the mhGAP training package on non-specialized health workers is promising evidence that non-specialized health-care providers can be successfully trained to deliver a basic package of interventions for providing care and treatment for people with mental, neurological and substance use disorders. However, this paper also highlights several limitations, which are not only inherent to the research itself, such as the limited number of scores that was analyzed, or the lack of data from one of the four regions where mhGAP has been piloted in Ethiopia; major limitations occur in fact in the overall approach of confining mental health interventions to training and supervising primary health care workers. This process will only be successful if coupled with other interventions – ranging from curricula development to development of a mental health legislation - and if it is included in a more comprehensive strategy to reform mental health and challenge the status quo.

Spectroscopic characterization of natural dyes by their non-invasive identification on pre-Columbian codices: the Maya yellow

Mesoamerican cultures had a strong tradition of written and pictorial manuscripts, called the codices. In studies already performed it was found the use of Maya Blue, made from a mixture of indigo and a clay called palygorskite, forming an incredibly stable material where the dye is trapped inside the nanotubes of the clay, after heating. However, a bigger challenge lies in the study of the yellows used, for these civilizations might have used this clay-dye mixture to produce their yellow colorants. As a first step, it was possible to provide identification, by non-invasive methods, of two colorants (a flavonoid and a carotenoid). While the flavonoid absorbed between 368-379 nm, the carotenoid would absorb around 455 nm. A temperature study also conducted allowed to set 140ºC as the desirable temperature to heat the samples without degrading them. FT-IR, conventional Raman and SERS allowed us to understand the existence of a reaction between the dyes and the clays (palygorskite and kaolinite), however it is difficult to understand it in a molecular point of view. As a second step, five species of Mexican dyes were selected on the basis of historical sources. The Maya yellow samples were produced adapting the recipe proposed by Reyes-Valerio, supporting the yellow dyes extracted from the dried plants on the clays, with addition of water, and then heated at 140ºC. It was found that the addition of water in palygorskite would increase the pH, hence deprotonating the molecules having a clear negative effect in the color. A second recipe was developed, without the addition of water; however, it was found that the use of water based binders would still alter the color of the samples with palygorskite. In this case, kaolinite without heating yield better results as a Maya yellow hybrid. It was found that the Maya chemistry might not have been the same for all the colors. The Mesoamericans might have found that different dyes could work better to their desires if matched with different clays. It was noticeable that for a clear distinction between flavonoids and carotenoids the reflectance and emission studies suffice, but when clay is added, Raman techniques will perform better. For this reason, conventional Raman and SERS were employed in order to create a database for the Mesoamerican dyestuffs for a future identification.

Enterprise Social Networking

Microblogging in the workplace as a functionality of Enterprise Social Networking (ESN) platforms is a relatively new phenomenon of which the use in knowledge work has not yet received much attention from research. In this cross-sectional study, I attempt to shed light on the role of microblogging in knowledge work. I identify microblogging use practices of knowledge workers on ESN platforms, and I identify its role in supporting knowledge work performance. A questionnaire is carried out among a non-representative sample of knowledge workers. The results shed light on the purposes of the microblogging messages that knowledge workers write. It also helps us find out whether microblogging supports them in performing their work. The survey is based on existing theory that supplied me with possible microblog purposes as well as theory on what the actions of knowledge workers are. The results reveal that “knowledge & news sharing”, “crowd sourcing”, “socializing & networking” and “discussion & opinion” are frequent microblog purposes. The study furthermore shows that microblogging benefits knowledge workers’ work. Microblogging seems to be a worthy addition to the existing means of communication in the workplace, and is especially useful to let knowledge, news and social contact reach a further and broader audience than it would in a situation without this social networking service.

As imagens do envelhecimento e as práticas idadistas em Cuidados de Saúde Primários: implicações na actividade física dos idosos

RESUMO: O envelhecimento demográfico tem vindo a aumentar em todo o mundo. Porém, constata-se que os últimos anos de vida são, frequentemente, acompanhados de situações de incapacidade que poderiam ter sido prevenidas. Apesar da importância da actividade física na saúde, verifica-se que uma grande proporção de idosos são sedentários, aumentando o risco de incapacidade. Os profissionais de saúde podem ser influenciados por imagens negativas relativas ao envelhecimento. Tal pode conduzir a práticas de discriminação, com repercussão na forma como os idosos se vêem a si próprios e, consequentemente, no seu comportamento na prática de actividade física. Este estudo tem como objectivo analisar o modo como as imagens do envelhecimento e dos idosos, bem como as práticas idadistas percebidas pelos idosos no contacto com profissionais de saúde influenciam a sua prática de actividade física. Realizou-se um estudo qualitativo, com recurso à entrevista semi-estruturada e de associação livre das palavras, sendo entrevistados 18 utentes que recorreram a um Centro de Saúde. Pelos resultados, constatou-se que uma parte considerável dos participantes (n=8) mencionou que a forma como são vistos pelos profissionais de saúde e como estes lidam consigo influencia a sua prática de actividade física. A imagem mais referida como favorecendo esta prática foi o facto de se considerarem pessoas com vontade de viver. Como principal prática favorecedora identificou-se o aconselhamento/educação para a saúde. A imagem mais mencionada como dificultando a actividade física foi a de os idosos serem deprimidos/tristes/aborrecidos e rabugentos/teimosos. As práticas mais identificadas como dificultando a actividade física foram: o desinteresse face aos problemas de saúde; o não encaminhamento para intervenções adequadas às necessidades; a indicação de que o problema de saúde é devido à idade, não o sendo; a postura autoritária em que só o profissional decide a opção terapêutica; e a verbalização de que o utente já tem muita idade para realizar uma actividade. Conclui-se que as imagens negativas do envelhecimento e dos idosos bem como a existência de práticas idadistas por parte dos profissionais de saúde, condicionam de forma negativa a prática de actividade física nos idosos.---------------ABSTRACT: The aging population has been increasing around the world. However, it appears that the last years of life are often accompanied by situations of disability, which could have been prevented. Despite the importance of physical activity on health, it appears that a large proportion of elderly people are sedentary, increasing the risk of disability. Health professionals may be influenced by negative images related to aging and that may lead to discriminatory practices with repercussion in how older people see themselves and thus their behavior as related to physical activity. This study aims to examine how the images concerning aging and older people, as well as ageist practices perceived by older people in contact with health professionals, do influence their physical activity. A qualitative study was conducted using a semi-structured interview and techniques of free word association. Eighteen primary care elderly users were interviewed. A considerable proportion of the sample (n=8) mentioned that the way health professionals see them and deal with them influences their level of physical activity. The image that most favoured this practice was that people are willing to live. Counseling/health education was identified as the main favouring practice. The image which was most often mentioned as hindering physical activity was that of elderly as being depressed, sad or bored, and grumpy or stubborn.The practices most often identified as hindering physical activity were: lack of interest regarding health problems; non-referral to appropriate intervention needs; indicating that the health problem is due to age, not being the case; authoritarian professional attitudes regarding who decides the treatment options; verbalization that the user is already to old to perform an activity. This study concludes that the negative images of aging and older people as well the existence of ageist practices by health professionals negatively affect the practice of physical activity in the elderly.

Toxicity of carcinogenic and non-carcinogenic Polycyclic Aromatic Hydrocarbons and their mixtures to aquatic organisms under ecologically-relevant scenarios

Polycyclic aromatic hydrocarbons (PAHs) are ubiquitous priority pollutants that tend to be trapped in aquatic sediments due to their high hydrophobicity. Nonetheless, the differential toxicological effects and mechanisms between the various classes of PAHs and their mixtures, as they invariably occur in the environment, are scarcely known, especially under ecologically-relevant scenarios. This thesis aimed at establishing a bridge between the study of mechanistic pathways and environmental monitoring of carcinogenic and non-carcinogenic PAHs, by introducing ecological-relevance in the research with model PAHs. A first bioassay conducted in situ with the mussel Mytilus edulis demonstrated that, dredging operations in harbours increase PAH bioavailability, eliciting genotoxicity, and showed that established environmental guidelines underestimate risk. Subsequent ex situ bioassays were performed with the carcinogenic benzo[b]fluoranthene (B[b]F) and non-carcinogenic phenantrene (Phe), selected following preceding results, and revealed that low-moderate concentrations of these PAHs in spiked sediments induce genotoxic effects to the clam Ruditapes decussatus, therefore contradicting the general notion that bivalves are less sensitive to PAHs than vertebrates due to inefficient bioactivation. Also, it was demonstrated that passive samplers permit inferring on PAH bioavailability but not on bioaccumulation or toxic effects. On the other hand, sea basses (Dicentrarchus labrax), yielded a complex pattern of effects and responses, relatively to genotoxicity, oxidative stress and production of specific metabolites, especially when exposed to mixtures of the PAHs which led to additive, if not synergistic, effects. It was shown that Phe may elicit significant genotoxicity especially in presence of B[b]F, even though the low, albeit realistic, exposure concentrations diluted dose- and time-independent relationships. The present work demonstrated that environmental quality guidelines underestimate the effects of PAHs in realistic scenarios and showed that the significant genotoxic and histopathological effects caused by mixed PAHs may not be reflected by oxidative stress- or CYP-related biomarkers. Besides important findings on the metabolism of PAH mixtures, the work calls for the need to re-evaluate the criteria for assessing risk and for the disclosure of more efficient indicators of toxicological hazard.

Characterization tests for insulation boards made from corn cob and natural glues

In recent years there has been a growing interest in developing news solutions for more ecologic and efficient construction, including natural, renewable and local materials, thus contributing in the search for more efficient, economic and environmentally friendly construction. Several authors have assessed the possibility of using various agricultural sub products or wastes, as part of the effort of the scientific community to find alternative and more ecologic construction materials. Corn cob is an agricultural waste from a very important worldwide crop. Natural glues are made from natural materials, non-mineral, that can be used as such or after some modifications to achieve the behaviour and performance required. Two examples of these natural glues are casein and wheat flour-based glues that were used in the present study. Boards with different compositions were manufactured, having as variables the type of glue, the dimension of the corn cob particles and the features of the pressing process. The tests boards were characterized with physical and mechanical tests, such as thermal conductivity (λ) with a ISOMET 2104 and 60 mm diameter contact probe, density (ρ) based on EN 1602:2013, surface hardness (SH) with a PCE Shore A durometer, surface resistance (SR) with a PROCEQ PT pendular sclerometer, bending behaviour (σ) based on EN 12089:2013, compression behaviour (σ10) based on EN 826:2013 and resilience (R) based on EN 1094-1:2008, with a Zwick Rowell bending equipment with 2 kN and 50 kN load cells (Fig. 1), dynamic modulus of elasticity (Ed) with a Zeus Resonance Meter equipment (Fig. 5) based on NP EN 14146:2006 and water vapour permeability (δ) based on EN 12086:2013. The various boards produced were characterized according to the tests and the ones with the best results were C8_c8 (casein glue, grain size 2,38-4,76 mm, cold pressing for 8 hours), C8_c4 (casein glue, grain size 2,38-4,76 mm, cold pressing for 4 hours), F8_h0.5 (wheat flour glue, grain size 2,38-4,76 mm, hot pressing for 0,5 hours), FEV8_h0.5 (wheat flour, egg white and vinegar glue, grain size 2,38-4,76 mm, hot pressing for 0,5 hours) and FEVH68_c4 (wheat flour, egg white, vinegar and 6 g of sodium hydroxide glue, grain size 2,38-4,76 mm, cold pressing for 4 hours). Taking into account the various boards produced and respective test results the type of glue and the pressure and pressing time are very important factors which strongly influence the final product. The results obtained confirmed the initial hypotheses that these boards have potential as a thermal and, eventually, acoustic insulation material, to use as coating or intermediate layer on walls, floors or false ceilings. This type of board has a high mechanical resistance when compared with traditional insulating materials.The integrity of these boards seems to be maintained even in higher humidity environments. However, due to biological susceptibility and sensitivity to water, they would be more adequate for application in dry interior conditions.

About using serious games to teach (Portuguese) sign language

Sign language is the form of communication used by Deaf people, which, in most cases have been learned since childhood. The problem arises when a non-Deaf tries to contact with a Deaf. For example, when non-Deaf parents try to communicate with their Deaf child. In most cases, this situation tends to happen when the parents did not have time to properly learn sign language. This dissertation proposes the teaching of sign language through the usage of serious games. Currently, similar solutions to this proposal do exist, however, those solutions are scarce and limited. For this reason, the proposed solution is composed of a natural user interface that is intended to create a new concept on this field. The validation of this work, consisted on the implementation of a serious game prototype, which can be used as a source for learning (Portuguese) sign language. On this validation, it was first implemented a module responsible for recognizing sign language. This first stage, allowed the increase of interaction and the construction of an algorithm capable of accurately recognizing sign language. On a second stage of the validation, the proposal was studied so that the pros and cons can be determined and considered on future works.

Brucelose na Província do Namibe, Angola, 2012 : prevalências humana (profissionais da pecuária) e animal, factores de risco, conhecimento e práticas

RESUMO - Enquadramento: A Brucelose é uma antropozoonose prevalente no Mundo e é uma das mais negligenciadas. A sua transmissão ao ser humano é directa e indirecta, e acontece por via de contacto com animal infectado, o consumo de leite e seus derivados não pasteurizados e a não observância de uso de equipamentos de protecção individual e colectiva, entre outros factores. O conhecimento da prevalência e incidência da brucelose animal e humana no Namibe, uma província de Angola, é muito escasso sendo poucos os estudos que evidenciam esta doença no seio dos profissionais da pecuária expostos: trabalhadores de matadouros, veterinários e criadores de gado. É assim pertinente, com base em estudos científicos específicos, caracterizar esta situação. Objectivos: Caracterizar os ambientes dos profissionais (matadouro, talhos e salas municipais de abate e explorações); estimar a seroprevalência da brucelose humana em profissionais da pecuária (trabalhadores de matadouros e criadores de gado bovino) na província do Namibe, Angola em 2012; determinar a associação da presença da brucelose humana com variáveis sócio-demográficas, de conhecimento, de práticas e de características das explorações; determinar a prevalência da Brucelose em animais e em explorações; caracterizar os factores associados à presença da Brucelose em explorações bovinas; caracterizar o conhecimento e práticas sobre a Brucelose dos profissionais da pecuária e analisar a relação entre as prevalências nas explorações (infectadas versus não infectadas) e nos criadores (infectados versus não infectados). Métodos e materiais: estudos observacional e transversal seroepidemiológico em 131 trabalhadores de talhos, salas de abate e matadouro e 192 criadores amostrados aleatoriamente em toda província do Namibe. Os dados foram obtidos através da colheita de sangue e da aplicação de um questionário. Os testes laboratoriais utilizados foram o Rosa de Bengala (RBT) e a Aglutinação Lenta em Tubos (SAT). O estudo de conhecimento foi principalmente centrado na pergunta “Já ouviu falar de Brucelose” e nas questões relativas ao nível de conhecimento e práticas (indicadores baseados nas percentagens de respostas correctas ou práticas adequadas) dos factores de risco da Brucelose. Também foram investigados 1344 animais (em 192 explorações) com recurso ao método de diagnóstico laboratorial RBT para análise de soro sanguíneo e, complementarmente, foi aplicado um questionário aos respectivos criadores. Em termos de análise estatística, para além da abordagem descritiva, foram utilizados os testes de Independência do Quiquadrado, Fisher, Teste não paramétrico de Mann-Whitney, Teste de correlação de Spearman. Adicionalmente, com base em modelos de regressão logística, foram determinados odds ratio e os respectivos intervalos de confiança utilizando um nível de significância de 5%. Resultados: os ambientes dos profissionais (matadouro, talhos e salas municipais de abate e explorações) não reuniram as condições higio-sanitárias definidas internacionalmente como adequadas. Nos profissionais a infecção geral ponderada da Brucelose foi de 15.56% (IC95% : 13.61-17.50), sendo 5.34% em trabalhadores e 16.66% (IC95% : 11.39-21.93) em criadores. A significância estatística foi observada entre a seroprevalência humana e a categoria (trabalhador e criador) (p< 0.001) e o nível de instrução (p= 0.032), início de actividade (p= 0.079) e local de serviço (p= 0.055). Num contexto multivariado o factor positivamente associado à brucelose em profissionais foi a categoria profissional (OR = 3.54, IC95%: 1.57-8.30, relativo aos criadores em relação a trabalhadores). As taxas gerais aparentes de prevalência em animais e explorações foram respectivamente de 14.96% (IC 95%, 12.97-17.19) e de 40.10% (IC 95%, 32.75-47.93). Encontrou-se uma correlação positiva moderada entre o número de animais infectados por exploração com a média do número de abortos na exploração = 0.531, p< 0.001). Em média os profissionais tiveram um conhecimento global muito insuficiente (16.1%), tendo os trabalhadores apresentado valores mais elevados que os criadores (20.2% e 13.8%), diferença não estatisticamente significativa (p= 0.170). As perguntas “o leite in natura é fervido antes do consumo humano?”, “contacto com materiais fetais animais?”, “contacto com aerossóis no local de trabalho?” e “já fez alguma vez o teste de Brucelose humana?” (relacionadas com práticas) e as perguntas “já ouviu falar da Brucelose?”, “Brucelose é doença zoonótica/só animal/só humana? e “como a Brucelose se transmite aos humanos?” apresentaram níveis médios de práticas adequadas e conhecimentos correctos inferiores a 20%. Nas explorações infectadas, 39% dos criadores foram positivos (infectados) e nas não infectadas apenas 1.7%. O risco de um criador ser infectado estando numa exploração infectada foi significativamente mais elevado (OR= 36, IC95%: 8.28-157.04). Conclusões: os ambientes dos profissionais (matadouros, salas municipais de abate e talhos e explorações) propiciam o risco à brucelose. O estudo permite aferir que a Brucelose humana em profissionais da pecuária e a Brucelose animal são prevalentes na província do Namibe. Os níveis de seroprevalência detectados são elevados comparandoos com outros encontrados em algumas localidades africanas que possuem condições similares às do Namibe. Perto de duas em cada cinco (40.10%) explorações estão infectadas por esta doença. O número de abortos (média) está claramente relacionado com as explorações infectadas. O conhecimento geral dos profissionais da pecuária sobre a Brucelose é muito insuficiente, tendo os trabalhadores mostrado um maior conhecimento em relação aos criadores, mas ambos com níveis alarmantes. Os criadores infectados estão relacionados com as explorações infectadas. Há necessidade de controlar a doença e de informar e educar os profissionais sobre a brucelose, sendo fundamental que os serviços provinciais de veterinária reforcem acções de divulgação e de fiscalização.

Politicization of non-political events

Spatial analysis and social network analysis typically take into consideration social processes in specific contexts of geographical or network space. The research in political science increasingly strives to model heterogeneity and spatial dependence. To better understand and geographically model the relationship between “non-political” events, streaming data from social networks, and political climate was the primary objective of the current study. Geographic information systems (GIS) are useful tools in the organization and analysis of streaming data from social networks. In this study, geographical and statistical analysis were combined in order to define the temporal and spatial nature of the data eminating from the popular social network Twitter during the 2014 FIFA World Cup. The study spans the entire globe because Twitter’s geotagging function, the fundamental data that makes this study possible, is not limited to a geographic area. By examining the public reactions to an inherenlty non-political event, this study serves to illuminate broader questions about social behavior and spatial dependence. From a practical perspective, the analyses demonstrate how the discussion of political topics fluсtuate according to football matches. Tableau and Rapidminer, in addition to a set basic statistical methods, were applied to find patterns in the social behavior in space and time in different geographic regions. It was found some insight into the relationship between an ostensibly non-political event – the World Cup - and public opinion transmitted by social media. The methodology could serve as a prototype for future studies and guide policy makers in governmental and non-governmental organizations in gauging the public opinion in certain geographic locations.

(Non) - Demand driven servitization: strategic implications for suppliers from incorporating their customers up front

Double Degree. A Work Project, presented as part of the requirements for the Award of a Master’s Degree in Management from NOVA – School of Business and Economics and a Masters Degree in International Business, Strategy and Innovation from Maastricht University

Donations of non-financial resources: The motivation and consequences of measuring and accounting for it

This thesis focus on the measurement and accounting of contributions received by nonprofit organizations, as they are a significant component of revenues nowadays. A survey was developed and forward to 38 different NPOs, with the goal of understanding their motivations and what advantages and disadvantages they believe would result if they start to measure and account for all kinds of contributions. They presented many advantages from this practice; however, some are not doing it due to the difficulties in valuing contributions with no market value which would require a higher workload, waste of resources and time to be taken from other important activities.

Optimal choice between even- and uneven-aged forestry: the case of non-industrial private forest owners

An infinite-horizon discrete time model with multiple size-class structures using a transition matrix is built to assess optimal harvesting schedules in the context of Non-Industrial Private Forest (NIPF) owners. Three model specifications accounting for forest income, financial return on an asset and amenity valuations are considered. Numerical simulations suggest uneven-aged forest management where a rational forest owner adapts her or his forest policy by influencing the regeneration of trees or adjusting consumption dynamics depending on subjective time preference and market return rate dynamics on the financial asset. Moreover she or he does not value significantly non-market benefits captured by amenity valuations relatively to forest income.

A intervenção dos orgãos de polícia criminal em sede de julgamento

Currently, Portugal assumes itself as a democratic rule of substantive law State, sustained by a legal system seeking the right balance between the guarantee of fundamental rights and freedoms constitutional foreseen in Portugal’s Fundamental Law and criminal persecution. The architecture of the penal code lies with, roughly speaking, a accusatory basic structure, “deliberately attached to one of the most remarkable achievements of the civilizational democratic progress, and by obedience to the constitutional commandment”, in balance with the official investigation principle, valid both for the purpose of prosecution and trial. Regarding the principle of non self-incrimination - nemo tenetur se ipsum accusare, briefly defined as the defendant’s right of not being obliged to contribute to the self-incrimination, it should be stressed that there isn’t an explicit consecration in the Portuguese Constitution, being commonly accepted in an implicit constitutional prediction and deriving from other constitutional rights and principles, first and foremost, the meaning and scope of the concept of democratic rule of Law State, embedded in the Fundamental Law, and in the guidelines of the constitutional principles of human person dignity, freedom of action and the presumption of innocence. In any case, about the (in) applicability of the principle of the prohibition of self-incrimination to the Criminal Police Bodies in the trial hearing in Court, and sharing an idea of Guedes Valente, the truth is that the exercise of criminal action must tread a transparent path and non-compliant with methods to obtain evidence that violate the law, the public order or in violation of democratic principles and loyalty (Guedes Valente, 2013, p. 484). Within the framework of the penal process relating to the trial, which is assumed as the true phase of the process, the witness represents a relevant figure for the administration of criminal justice, for the testimonial proof is, in the idea of Othmar Jauernig, the worst proof of evidence, but also being the most frequent (Jauernig, 1998, p. 289). As coadjutant of the Public Prosecutor and, in specific cases, the investigating judge, the Criminal Police Bodies are invested with high responsibility, being "the arms and eyes of Judicial Authorities in pursuing the criminal investigation..." which has as ultimate goal the fulfillment of the Law pursuing the defense of society" (Guedes Valente, 2013, p. 485). It is in this context and as a witness that, throughout operational career, the Criminal Police Bodies are required to be at the trial hearing and clarify the Court with its view about the facts relating to occurrences of criminal context, thus contributing very significantly and, in some cases, decisively for the proper administration of the portuguese criminal justice. With regards to the intervention of Criminal Police Bodies in the trial hearing in Court, it’s important that they pay attention to a set of standards concerning the preparation of the testimony, the very provision of the testimony and, also, to its conclusion. Be emphasized that these guidelines may become crucial for the quality of the police testimony at the trial hearing, thus leading to an improvement of the enforcement of justice system. In this vein, while preparing the testimony, the Criminal Police Bodies must present itself in court with proper clothing, to read before and carefully the case files, to debate the facts being judged with other Criminal Police Bodies and prepare potential questions. Later, while giving his testimony during the trial, the Criminal Police Bodies must, summing up, to take the oath in a convincing manner, to feel comfortable, to start well by convincingly answering the first question, keep an attitude of serenity, to adopt an attitude of collaboration, to avoid the reading of documents, to demonstrate deference and seriousness before the judicial operators, to use simple and objective language, to adopt a fluent speech, to use nonverbal language correctly, to avoid spontaneity responding only to what is asked, to report only the truth, to avoid hesitations and contradictions, to be impartial and to maintain eye contact with the judge. Finally, at the conclusion of the testimony, the Criminal Police Bodies should rise in a smooth manner, avoiding to show relief, resentment or satisfaction, leaving a credible and professional image and, without much formality, requesting the judge permission to leave the courtroom. As final note, it’s important to stress that "The intervention of the Police Criminal Bodies in the trial hearing in Court” encloses itself on a theme of crucial importance not only for members of the Police and Security Forces, who must welcome this subject with the utmost seriousness and professionalism, but also for the proper administration of the criminal justice system in Portugal.