Found at: http://www.anguillaguide.com/article/articleprint/5736/-1/140/
|
Police Trained To Better Communicate With Public
|
The Training Department of the Royal Anguilla Police Force has moved to address a need within the organisation for members of its ranks (from Constables to Sergeants) to communicate better with the public in the course of their duties.
|
|
One of the groups of police officers who underwent the training course
|
The Customer Relations training for two groups of officers was conducted over a two-week period and was held largely for the recently-employed recruits from neighbouring islands. The date of the first session was February 12-15 and the other, February 19-22.The facilitators were Ernie Hodge-Carty, who concentrated on the use of the telephone in communication, Dr. O.M. Linda Banks, who dealt with general communication matters, and Ijahnya Christian, who looked at culturally-related areas and dealing with people.
Speaking at the closing ceremony, Dr. Banks led the trainees into the following dialogue:
“Have you learnt?”
“Yes, we have.”
Is it going to be different?”
“Oh yes!”
“Is that a commitment?”
“It is.”
“Well, that is how it is going to be: you are going out there and will be making a difference in the lives of the people of Anguilla,” Dr. Banks concluded the dialogue. “Of course, the difference starts in your lives and that is what we have been doing over the past two weeks. We have been trying to make a difference in your life, helping you to make a difference in the lives of your colleagues so that you can then go out and make a difference in the lives of all those around you. Change starts with us.”
Dr. Banks further told the police officers: “Each of you was brought to Anguilla from around the Caribbean or from areas around Anguilla for the specific purpose of serving the people of the island. You have been doing that job admirably. What we have learnt is that change must happen. I know you are now committed to having your customers see a different face, a more customer friendly Royal Anguilla Police Force and that you are committed to the higher purpose of creating a harmonious environment in Anguilla that Anguillians and visitors can enjoy.”
Ernie Hodge-Carty, a former senior employee with Cable and Wireless, said she was grateful for the opportunity to share her experience of answering the telephone with the officers. “Some employers feel that money is a big motivator, but good working relationships, sound practices and policies and working systems also play an important role in motivating staff,” she observed.
|
|
Another group of police officers who underwent the training course
|
Deputy Communication, Illidge Richardson, stated in part: “Some may say we come from different islands and our values, attitudes and beliefs are different; but we are one people, coming serving the people of Anguilla. Your service to Anguilla will be determined by how you relate to the people…We all need to be courteous and never should treat the public with discourtesy. We must deal with our customers professionally. There is no need to insult them by hanging up the phone or worse yet to swear at them…
“We have received reports about the way many officers speak to the public when they call or visit Police Headquarters or out-station. We need to improve our relationship with our customers.”
Following his address, Mr. Richardson presented certificates to the officers. He was assisted by Sergeant Annette Duncan, Training Officer in the Force, who was of the view that the training had met its objectives and said that further courses would be held later.
Constable Randy Bishop gave a review of the course on behalf of the participants. He said it was well-delivered and well-received and that he and his fellow officers would put what they learnt into practice.
After the closing ceremony, Commissioner Keithly Benjamin told The Anguillian that “there been many complaints about an erosion of customer service in the Force” and that it was necessary to get some facilitators who had the relevant expertise to assist the officers in communicating with the public on the streets or on the telephone.
“We trust that the persons who were exposed to the course would practice what they were taught,” Mr. Benjamin stated. “The expectation is that the complaints we have been receiving would be reduced significantly; that the service we provide will be enhanced tremendously and that the relationship between us and the public would be a more cordial one. I think the course was timely and I am looking forward to the results that will flow from it.”