09.08.13
Communications training needed for Manchester police
Police officers are failing to engage with the public politely, a new report suggests. Officers from Greater Manchester Police (GMP) underwent communications training as part of a College of Policing study, which found that this resulted in higher satisfaction from the public.
Those who interacted with officers who had undergone the training reported being happier with the service they received compared to those without.
The report suggests police should introduce themselves with their name and use the victim’s name. Other points include building empathy, using supportive language, acknowledging the victims’ feelings and checking they have done all they can to help.
Garry Shewan, GMP Assistant Chief Constable, said: “In seeking to increase the satisfaction of victims, we have introduced training for staff which helps them to build empathy and understanding and make the right decision in every interaction.
“The College of Policing worked with us to evaluate the effectiveness of that training and we are pleased to see that it has had a difference in changing officer attitudes and behaviour as well as victim perceptions of reassurance.”
Chief Constable Alex Marshall, chief executive of the College of Policing, said: “This study demonstrates that the right training can change officer behaviour.”
But Matthew Sinclair, chief executive of the TaxPayers’ Alliance said: “It’s deeply worrying that so much time and taxpayers’ money was spent on a programme which ought to have been totally surplus to requirements.”
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