The most important skill non-sworn law enforcement personnel can possess is the ability to communicate clearly and non-threateningly to those people who come to the police department. How we relate with the persons we are sworn “to protect and defend”, as well as to fellow employees, speaks volumes about who we are as well as our belief in what's right and wrong. In effect, the attitude we take toward others will be the primary way our community judges the success (or failure) of community oriented policing. Getting along with others is the philosophical basis as well as the practical application of any community-oriented policing policy. Improving the verbal and non-verbal communication skills of non-sworn police personnel should be an important consideration in every police department.

It's obvious, isn't it? The first contact the public has with law enforcement is, most of the time, with the person behind the desk at the department. First impressions, at this point, cannot be overestimated. By intentionally assisting the non-sworn employee to present a non-threatening, non-challenging posture to the public, we've gone a long way toward improving the understanding of the police in the eyes of the community.

Yet, such an apparent truth oftentimes gets lost in the shuffle of everyday administrative and patrol functions. Forgetting such an important fact obviously isn't intentional. Rather, it happens because of attitudes and stresses inherent within the law enforcement profession itself. Given the nature of law enforcement, it's built-in to carefully examine and be aware of all persons; what they're wearing as well as general appearance. The stress of this orientation on sworn and non-sworn staff has been widely documented.

For example, a young man comes into the department seeking to pay a traffic citation. Perhaps this is the person's first time in a police department. Perhaps he assumes that the fine can be paid by showing up at the acting shift commander's desk. By the very nature of the job, law enforcement personnel make certain assumptions based on the appearance of the individual; the clothing worn, the general presentation of the individual, the tone and volume of the voice. If the person is surly or uncooperative or exhibits a “chip on the shoulder”, then the employee will respond accordingly.

Communication theory tells us HOW we say words is just as important as the words themselves! Moreover, the body language we use, coupled with the words we say, cause persons to react either positively or negatively towards us. When persons come into contact with law enforcement, for whatever reason, it is an anxiety producing experience. We in law enforcement should do all we can to minimize as much stress as we can in those with whom we come in contact

There is a way in which respect for the individual can be maintained as well as the integrity of the police employee. The way to accomplish this is by teaching active and positive communication skills to police personnel. Every non-sworn employee needs to know those skills that diffuse tension and calm those with whom we come in contact.

Instead of only reacting to the anxious or defensive individual, we need to know the techniques and skills that can dilute and calm the potentially explosive situation.

For the non-sworn employee, this means staying calm and controlling our attitudes and emotions towards people. The person who comes in anxious and defensive needs to comprehend the police department as personable and respectful. If the individual is demanding or haughty, personnel should be taught to stay in control of their feelings and not react in kind. Our purpose is not to respond negatively, but to make sure WE don't return spite for spite and make the situation worse.

This doesn't mean a milquetoast approach in dealing with the public. It DOES mean that, by being aware of what “pushes our buttons”, we are in a better position to control and dissolve any tension instead of adding to it.

Secondly, the non-sworn employee should be instructed as to the importance of “body language” in communication. The posture of the employee says more than words to the public. This is the dimension of professionalism sought by any organization; a capable and efficient manner of doing business that soothes and eases anxiety. It is not an external bravado that seeks to intimidate or control. Persons who are nervous, for whatever reason, tend to focus on non-verbal signals. The tone of the voice, the volume used in speaking and the speed or cadence of the words influence how the public receives the message of the law enforcement employee. If we improve not only what we say but how we say it, situations which could be explosive can be defused.

The non-sworn employee is an underutilized asset in a department. These persons are the visible one-on-one contact law-abiding citizens have with their police departments. Improving perceptions should be one of the aims of community-oriented policing policy.

There are excellent seminars and training opportunities available which teach the interpersonal communication skills police departments need to improve their perception by the public. Many department chaplains have the skills necessary to effectively lead workshops in improving communication skills. Such training for a department's non-sworn personnel would be money well spent.

JOHN E. SIMS The Rev. Dr. John E. Sims Chaplain, Police Training Institute The University of Illinois at Urbana-Champaign, Illinois c/o 702 Woodland Drive East St. Joseph, Il 61873 "Potius Sera Quam Nunquam" - Titus Livius ("better late than never")