Capacity Building Training On Communication For The Personnel Of Modern Police Control Room

Conducted by: Open Learning Systems (OLS), Bhubaneswar

Date: 10.1.2012Venue: Open Learning Systems Conference-cum-Training Hall, Bhubaneswar

List Of Participants

  1. Mr. Subhranshu Sekhar Nayak, SI, MCR, Bhubaneswar
  2. Ms. Ashalata Jena, SI, MCR, Bhubaneswar
  3. Ms. Labanyamayee Rout, WC/ 409
  4. Ms. Sabita Mahapatra, WC/ 1492
  5. Ms. Sonali Bhola, WC/ 424
  6. Mr. Chandan Kumar Sahoo, C/ 798
  7. Mr. Shasank Sekhar Harichandan, C/ 1133
  8. Mr. Satyendra Kumar Biswal, C/ 1659
  9. Mr. Ricky Prasad, C/ 109
  10. Mr. Debaraj Jena, C/ 125

Observer

Mr. Radhanath Mohapatra, ACP (MPCR), Bhubaneswar

Resource Persons

Mr. Prakash K Rath, Chief Executive Officer, Open Learning Systems, Bhubaneswar
Prof. Girish Prasad Swain, Professor, Asian School of Business Management, Bhubaneswar & Hyderabad
Mr. Haris Singh, Director, Lepra India Regional Office, Bhubaneswar

All the resource persons are experts in Human Resource Management, Communication and Training and jointly have around 67 years of experience in these fields.

Assisted by

  • Ms. Arpita Mohapatra, Co-facilitation
  • Mr. Susant Kumar Das, Regional Dialect (Cuttacki Odia & Bengali
  • Mr. Suvendu Das, Video Recording
  • Ms. Prakriti Kanchan, Documentation
  • Mr. Suresh Chandra Khuntia, Regional Dialect (Berhampuri Odia)
  • Mr. Trailok Nanda, Regional Dialect (Sambalpuri Odia)

Objective

To facilitate the capacity building of Modern Police Control Room functionaries that will enable them to understand how communications work; gaining active listening, responding skills and empathy for better acceptance among the public and concerned personnel.

The first session was on objective sharing and Ice Breaking. The Ice Breaking session was conducted using paired introduction method in which participants introduced each other in pairs where one partner from the pair will introduce the other (his/her traits, likes/dislikes, strengths/weaknesses, family etc.) and vice versa. While conducting this session the trainer took steps to ensure that almost every pair consisted of one male and one female participant.

The next session was on understanding the expectations of the participants from the training to match with the post training feedback. This was done using flash cards on which each one wrote his/her expectation in bold letters. These flash cards were parked on a wall board under groups of expectations. The expectations that the participants wrote down are as follows:

  • How to manage time as a working lady.
  • How to develop our word capacity.Modus operandi of communication. Working skills of communication. How to develop our mode of talking.
  • To know about every type of situation of a distress caller by asking questions.
  • How to handle calls from irritating persons without losing one’s cool. How to solve some critical incident only for mad persons.
  • Techniques of sweetness of voice during communication
  • How other person should have good feeling for us. Even we do not have any intention to hurt anyone.
  • Knowledge improvement on different areas in Bhubaneswar city for giving proper information to the PCR vans.
  • Basic tips which helps us in every situation.Soft communication skill (like corporate customer services – BPO, Call Centre)
  • Culture specific language/dialect
  • How to keep more patience.How to overcome the personal mood during duty time
  • How to avoid nervousness.How to control anger in public or at the time of conversation. How to remain alert in communication throughout the duty period.
  • Stress free communication at work station.
  • Short time more information. How we receive all data from caller in short time.In a short time how I can generate faith in helping the caller.
  • How to deal the information of a mad person
  • How we confirm the matter it is true or false
  • How to communicate with some fake caller or person using slang language. How we can handle or know about a fake caller. Someone is giving wrong information. Someone is giving wrong information in right way.

The next session was on Perception and basics of communication. The resource person shared the output of a very small survey conducted by him in his neighbourhood on general public perception on services of PCR van to which he received a spontaneous response from the respondents that the PCR vans were meant for catching thieves.

The subjects covered in this session were verbal/non-verbal communication/encouragement, coding & encoding, types of communication: One way model, Two Person Relationship model, Communication in context model, strategic model, interactive model, active listening, body language, appropriate questioning, use of open ended questions, use of closed questions, why questions, question tags, crisp and clear writing, word list, paraphrasing and clarification.

The next session was on enhancing the call responding and reporting skills. The subjects covered in this session were pronunciations, intonation, inflection, syllable stress, accent comprehension, soft skills, voice modulation andpunctuation.

The next session was on enabling the participants to empathize with the concerns and respond appropriately. The subjects covered in this session were Culture Specific Knowledge, Customer Service and different dialects. In this session Role Play and Simulation exercise were conducted by using speaker phone and callers with different accents and dialects, different situations, video recording of attending calls, replay, self-appreciation and critique.

The next session of the day focused on improving the geographical knowledge.An exercise was conducted on identification of locations/landmarks.

The last session was on post trainingmatching of expectations. The participants ticked on their expectations from the training that were met and crossed the expectations that were not met. After the matching it was found that more than 90% of the expectations have been met.

Recommendation:

  • Awareness campaign on MPCR services for public utility.
  • Identification of locations and landmarks in the city on the map being used in the MPC Room.
  • Call receiver should be provided with facilities to note down the main points while receiving a call.
  • Structured questionnaire or standard response which is a must should be prepared for the most common types of calls for the MPCR personnel to follow. Standard Operating Procedure (SOP) will be a good tool for the reference of the MPCR personnel and their supervisors.
  • Recreation aspect of the MPCR personnel must be looked into and facilities for relaxation after every 2 to 3 hours should be provided.
  • Relatively less active personnel should be paired with one of the active members of the group. However, strategy should be changed if it does not work out after a reasonable length of time.
  • Noise reduction mechanism should be adopted in the Modern Police Control Room to mitigate sources of distractions
  • Family get together and celebration of birthdays, anniversaries etc. (in a small way in the MPCR) should be encouraged to create bonding among the MPCR personnel
  • MAP MY INDIA software should be loaded on the PCR Vans with Bhubaneswar City Map on it.

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