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Course boosts PCOs' skills
 In discussion: CSP SQ Gordon Yeung (standing, right) samples one of the TDB workshops for PCOs |
Police Communications Officers have upped their customer service skills through a recent training programme improving their community relations and handling of emergency calls.
Organised by the Training Development Bureau, the programme comprised of 12 one-day courses held in February and March with 370 PCOs and Senior PCOs in attendance.
It featured instructors from the Bureau, including Force Training Officer Superintendent Clarence Tang Ki-yun and Senior Inspector Brian Leung King-man.
The programme covered modern communications, rudiments for effective telephone communication, emotion in the workplace, development of EQ (emotional quotient) fitness, role playing and videos.
SP Tang said: "PCOs are very often the first point of contact between the public and Police. They have to obtain as much accurate information as possible from callers within the shortest period of time and if they do a good job, it greatly facilitates follow-up action by officers."
Chief Police Communications Officer Wong Pak-ling said PCOs were always busy, dealing with callers around the clock, making decisions on the calls and referring them to Police, Fire Services or other departments within minutes.
PCOs serving district consoles were also a great help to beat officers doing identity and licence checks, and other operations.
"With such a hectic working environment, it is very important issues on emotions and stress management are included in the training programme,"Mr Wong said, adding the course was so well received by participants, Communications Branch sought support from different formations to arrange regular PCO workshops.
The workshops refresh their knowledge on modern customer service. PCO Calvin Wong Siu-bun of the Kowloon Regional Command and Control Centre said: "During the course, we had the chance to express our views concerning our day-to-day work and to share our experiences. It was good for PCO communications."
Priscilla Cheung Pui-wing, a PCO at Hong Kong Island RCCC said: "We learned a great deal about proper ways to handle calls and came to realise that in every situation, there may be a better way to do our job. I liked the group discussions very much."
Other officers found the programme informative and useful too, such as Acting Superintendent Operations Kowloon West Paul Lau.
He said he was also impressed by the professionalism and eagerness of the participants.
"The workshop has been making good progress and we hope PCOs will adopt the Force mission and values and continue working closely with police officers to provide quality service," he said.
Chairman of the Association of PCOs Peter Ho Kam-leung welcomed the programme.
He said he hoped it would enhance their knowledge, skills and work attitudes.
"And I hope they will be able to forge closer ties with colleagues from different posts, carefully handling each case and obtaining as much information as possible to serve callers in genuine need," he said.
