CPC Series
How to stop complaints

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(An article by Police Constable, Mr Jeffery Wong of Sham Shui Po Division)

I believe that to prevent complaints we must put ourselves in others' shoes and think from their point of view.

In handling public disputes we are often unable to remain a calm listener. Instead we may be too subjective, feeling that our "good experience" can get it promptly classified, at the same time anticipating a "fixed resolution" long before arriving at the scene of dispute.

Probably we quickly handle it and eventually leave the scene, but true professionalism has not been achieved. Instead we may have left members of the public doubting our ability and feeling that the Police can offer little real assistance. In other words our perceived "good experience" may cause complaints if the public feel that we only want to leave the scene quickly instead of patiently assisting them.

Indeed we must listen with care and calmly analyse the situation, lest unnecessary complaints be caused. In most cases the public want us to listen to their grievances instead of having us impose our resolution of their problems. We could be their social workers trying to counsel and comfort them.

We should think from their point of view, try to understand their need and gain their trust. We are not always able to help them find the solution, but at least we can show them that the Police are not cold-blooded or apathetic people.

We may then turn to our peers or superiors for further advice and the incident may possibly be referred to other relevant departments. In this our professionalism is established, the Police public relations enhanced, and our Police mission of "Maintaining Public Confidence in the Police" will be achieved.