As part of the Force's ongoing customer service improvement campaign, a 'train-the-trainers' approach will be adopted to provide customer service instruction to district and divisional staff through experiential learning such as experience sharing, reflection, conceptualisation and application.

A participation approach will also be adopted through case studies, role play and discussion. The training aims to enhance officers' awareness and knowledge of customer service, promote service attitude towards the public and colleagues, and bolster their interpersonal skills.

It looks at the importance of reading a person's emotions and needs, and practical ways to promote customer service.

Service with a smile: ACP SQ H.M. Blud and CSP SQ Gordon Yeung brief several Work Improvement Teams

It also looks at the community's expectations of public service, the experience of the Force in promoting service culture and its development, and describes the type of 'customers' faced by crime officers such as informants, victims, suspects, and prisoners.

Chief Superintendent (Service Quality) Gordon Yeung Ying-wai said that the main focus of the programme was on service culture, and that training had been identified as the most important driver to produce both culture and attitude changes, as well as providing officers with the necessary skills to do so.

CSP Yeung said the training would run almost parallel with the revamp of police stations.

"While we are rolling out the station improvements we will train the trainers, hoping to build a culture change. After the back-breaking period of station works and training, there will be a lot of gratification as the moves will be well worth it. We are very confident that over the next few years the Force will rejuvenate in this respect," CSP Yeung said.

Force Training Officer Superintendent Clarence Tang Ki-yun said instruction would cover four areas: emphasising with others; courtesy; care; and working with others.

He said each Work Improvement Team (WIT) workshop involved the instruction of up to four district and divisional training teams of up to 24 officers.

A total of 130 officers from 12 formations will be trained up as trainers in the first phase.

They take part in a two-day train-the-trainers workshop on WIT, along with a three-day train-the-trainers session on Service Improvement Training (SIT).

The training will be organised for police stations over the next three years. Upon completion of the train-the-trainer workshops, the district/divisional teams will then provide one-day or two half-day WIT training sessions to nominated WIT members, and SIT training to divisional personnel.

"This approach will assist nominated officers to form an appropriate attitude towards training, provide them with the necessary training concepts and skills in facilitating their staff to learn, and develop the force learning culture," Mr Tang said.

"The aim is to have nine trainers per district/division."

"After the back-breaking period of station works and training, there will be a lot of gratification as the moves will be well worth it"

On August 2, Assistant Commissioner of Police (Service Quality) H.M. Blud addressed the first phase of the programme, the first WIT workshop, at the Police Sports and Recreation Club.

WITs from Wan Chai, Mong Kok, Tuen Mun and Yau Ma Tei Divisions attended the two-day workshop organised jointly by the Training and Service Quality Wings.

Mr Blud emphasised the importance of the WITs in relation to internal communication, continuous improvements to the quality of service, and staff ownership of Force initiatives in process re-engineering.

Mr Blud also emphasised the development of a knowledge and best practices database.

Participants were urged to capitalise on the variety and scope of knowledge of their own WIT members in order to establish mutual support and encouragement.

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