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A small thread. Today I spoke at length to a complainant. And at the end they thanked me and later I received an email thanking me again for my explanation in simple language. 18 years of policing has taught me this (I’m not perfect I’m sharing what Works for me. So...
1. Empathise, acknowledge the upset that the person feels, listening more than talking. You don’t have to agree but you certainly have to acknowledge how they’ve been made to feel. Listening is THE most important part of communicating.
2. Use a common language, I don’t mean English or french I mean terms and phrases they understand. Police jargon often means nothing to a great many others. Confirm that they understand by questioning. Get them to tell you in their words and use their words back.
3. Manage their expectations. Ask them what they want to happen and if it’s impossible to do then tell them. Always under promise and over deliver. Set boundaries for discussion and keep within those boundaries. If you can do these three things you’ll go some way to fixing things
4. Always offer them options and alternatives. And finally remember this, perhaps you aren’t the right person to fix it be honest with yourself and identify that early on. But then make sure you can identify someone who can.
5. If you’re wrong say sorry. Sorry goes along way.
5. If you’re wrong say sorry. Sorry goes along way.
