CPC Series
Fielding complaints

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(An article by a Sergeant attached to the Complaints Against Police Office)

I am a Sergeant working in the Complaints Against Police Office and would like to share with you my experience in temperament control. I am not a psychologist and I have not consulted reference books on the subject but I do have plenty of practical experience.

In the Report Room, I have to handle telephone complaints from members of the public and it isn't as easy and simple as many assume. You can imagine how complainants feel when airing their grievances. Let's not talk about who is right and who is wrong. The fact is that they have encountered a problem - be it an argument with one of our colleagues, an eyesore related to Police, or doubts about traffic ticketing and other enforcement action.

Complainants keep repeating questions, some burning with hatred. On the CAPO frontline we have to suffer the immediate impact of the anger, challenges and curses from complainants. Imagine yourself being in a popular radio talk show where, instead of hosting the programme, you are the guest being questioned! Then how can we control our temperament and remain reasonable?

First of all, don't take harsh words personally, even though they are sometimes intended as such. Is it really the complainant or you yourself who is responsible for your temperament?

Try to understand that the complainant is someone who wants you to listen and then assist. I frequently remind myself that I am participating in a self-challenging game or training session in which any faux pas on my part will bring about my downfall. In the beginning I didn't achieve much but perseverance has given me confidence in conversing and meeting with complainants. By now I am able to control my temperament and conduct an interview well. Believe it or not, my interviewees are becoming friendlier to me.

Not every meeting goes the way I would wish. There are always some awkward characters that refuse to respond positively whatever you do or say. But they are in the minority.

Last but not least, no matter how many awkward customers I have handled during my day's work, I never bring their anger or my frustration home with me. If I did, I would loose something precious to my family and me. If I talk about work at all, I will remember and relate only the more hilarious encounters I have had.