Ever come across furious people in your daily police work? Need help in calming them down? OffBeat recently sought advice from three Central Traffic Prosecution Bureau officers who handle telephone enquiries.

Senior Police Constable Cho Wun-tong, Senior Woman PCs Yau Kwai-sang and Mak Kit-ling handle enquiries on prosecutions for traffic offences and the demerit point system.

SWPC Mak said most callers spoke in a hostile manner, often insisting officers should not issue fixed penalty tickets to them.

"To moderate a caller's fury, I keep a soft voice, try to find out their problem and explain their legal responsibility," she said.

"Most callers are unaware of the law or just misunderstand the regulations. When provided a detailed and clear explanation, they usually accept your answer."

SPC Cho added: "Try to understand your callers more and you will find it easier to face their emotional response. What would you think if you were a taxi driver and were issued an FPT? Let them talk, do not try to terminate the conversation because it will further stimulate their anger. For those who swear, ask them to stop at once.

"To ensure accurate answers, we always update our knowledge on the procedures for handling traffic offences and other related legislation."

SWPC Yau said they formed discussion groups to exchange experiences.

"Support and assistance from our superiors play a very important role. To ensure we get accurate information, Woman Senior Inspector Siu Choi-chun maintains close contact with other sections."

WSIP Siu hailed the officers' outstanding performance. "They are very professional, even though their workload is always heavy."

Superintendent Henry Ho Ming-sun and Chief Inspector Ip Chung-nin also praised their work.

"Great effort has been put into choosing the right officers to man the hotline because the posts require good telephone manners, skilful techniques and patience. The good service of our officers not only helps minimise unnecessary complaints, but also enhances police relations with the public," SP Ho said.

Cool, calm and collected: SWPC Mak Kit-ling takes another call at the Central Traffic Prosecution Bureau

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