Seminar Overview
A citizenry more demanding than ever before confronts today’s law enforcement personnel. In addition, they often harbor pre-conceptions about police attitudes and capacities, as well as heightened emotional states. When police fail to consider these circumstances, citizen contacts often conclude in an unsatisfactory fashion because of poor interaction or unrealistic expectations.
Service Excellence Strategies in Law Enforcement provides the framework for improving police service, increasing citizen satisfaction, and reducing complaints by teaching police personnel the interpersonal influence strategies needed to properly manage citizen contacts. At the end of this seminar, participants will be able to respond to various citizen needs, attitudes, and expectations, and appropriately use their skills and experience to bring demanding police-community encounters to a successful resolution.
Program Highlights
- The Police Service Imperative:
The critical nature of community satisfaction & importance of the one-on-one relationship between police & citizens.
- Elements of Service Excellence:
Examines the service behaviors associated with satisfaction and has participants take an inward look at their interactions with citizens. Drawing upon personal experiences, positive and negative service examples are analyzed.
- Managing Citizen Expectations:
Satisfaction is closely related to expectations. This module explores strategies for managing citizen expectations so that they align with agency capabilities.
- Power and Influence:
Productive citizen relationships rely upon non-coercive influence. Techniques for developing personal power by becoming a valued resource are explored.
- Handling Difficult Citizens:
Unreasonable people & demands: How to say “no“ while providing the citizen with options and a sense of control.
- Personal Style and Service Applications:
Participants identify & examine their service approach & develop strategies to improve effectiveness.
Seminar Format
- 1 day, available in standardized or customized formats, and presented by contract or as a sponsored public seminar.
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