Police in Greater Manchester to be given lessons in being polite in bid to improve feedback from victims
By Yakub Qureshi From Manchester Evening News
More than 6,500 officers and civilian staff at GMP will undergo the ‘politeness’ training over the next two years
Police in Greater Manchester will be trained to smile, make eye contact, and use people’s names in a bid to improve feedback from victims.
More than 6,500 officers and civilian staff at GMP will undergo the ‘politeness’ training over the next two years.
It follows a pilot scheme involving 600 officers from the force, which taught them how to empathise and build a rapport with victims.
Techniques included ‘no-verbal communication’ such as making regular eye contact with victims, as well as remembering to use people’s names and supportive comments such as ‘I understand’ or ‘I can help you’.
Officers were warned against words that could create barriers, for example ‘obviously’ when referring to proceedings that may not be obvious to the victim.
They were also told to avoid saying ‘no’ to unrealistic requests, but to instead try more diplomatic language.
In addition, they were encouraged to use supportive phrases and ‘acknowledge the victim’s feelings’, before finally checking they had ‘done all they can’.
The officers were then observed as they practised their new skills in role-play scenarios with a pretend victim.
The training was devised by GMP bosses and the national College of Policing, who say similar ‘briquette schemes’ in Australia and US had seen victims and witnesses more likely to co-operate.
Half of the GMP staff who took part in the 2011 trial were randomly selected to receive the communications training.
Victims who were quizzed after they had been seen by police, described how the trained officers ‘appeared more interested’ and made them feel reassured. And top brass at the force have now decided to roll out the training to all frontline staff, including PCSOs and other civilians who deal with the public.
Ass Ch Cons Garry Shewan said: “Greater Manchester Police is very aware that the manner in which officers and staff speak to and deal with victims of crime and members of our communities can have a lasting impact.
“We are currently delivering that training to all front-line staff and will continue to emphasise the vital role that all interactions have for gaining the support of the public of Greater Manchester.”
Rachel Tuffin, who analysed the programme for the College of Policing, said: “We knew from research in Australia and the US that police officers could change attitudes, by making sure the public felt fairly treated and involved in decisions.”
And the move was welcomed by the body which represents rank and file officers.
Ian Hanson, from Greater Manchester Police Federation, said: “We welcome any kind of training which helps police officers do their jobs effectively.”
Dr Shirley Jenner, an HR expert at Manchester Metropolitan University who has carried out work with police forces, said senior officers were concerned staff officers could appear too distant.
She said: “In the case of the police, there has been clear and urgent need for change, especially in relationship with communities and those who are victims of crime.
“The published findings seem to suggest that a two or three day training intervention has helped to improve officers’ empathy, sensitivity and rapport.
“The investment in training seems to reflect a desire for improved sense of justice.”
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