Courtesy

Front 1

COURTESY

Back 1

AS THE DEMONSTRATION OF CONSIDERATION, COOPERATION & RESPECT WHEN INTERACTING WITH OTHERS.

Front 2

"METHODS THAT AN OFFICER CAN USE TO DEMONSTRATE COURTESY"

Back 2

a) TONE OF VOICE
b) WORD SELECTION & USAGE
c) MANNERISMS
d) ATTITUDE
e) RESPECT FOR OTHERS
f) POSITIONING OF BODY

Front 3

"WHY COURTESY IS AN IMPORTANT ELEMENT OF CRIMINAL JUSTICE WORK"

Back 3

a) PUBLIC RELATIONS
b) IMAGE REFLECTS ON YOUR AGENCY
c) CREATES SUPPORT FOR OFFICERS & YOU
d) THE PUBLIC IS YOUR EMPLOYER
e) REFLECTS SELF-RESPECT

Front 4

"COURTESY IN ROLE PLAY SITUATION"

Back 4

a) VISITOR CONTACT
b) PUBLIC SPEAKING
c) COUNSELING INMATES
d) RESPONDING TO DISTURBANCE
e) TAKING INFORMATION OF INCIDENT FROM WITNESS/ VICTIM
f) GIVING ORDERS/INSTRUCTION TO WORK GROUP
g) TELEPHONE CONVERSATIONS

Front 5

"BASICS PRINCIPLES THAT MUST BE FOLLOWED WHEN TAKING TELEPHONE CALLS"

Back 5

a) PROMPT ANSWERING
b) APPROPIATE GREETING & IDENTIFICATION
c) COURTEOUS LISTENING
d) ACCURATE RECORDING OF INFORMATION
e) APPROPRIATE INTEREST & SINCERITY
f) QUICK & ACCURATE ROUTING OF CALLS
g) SERVICE OR INFORMATION REQUESTED IS PROVIDED, IF POSSIBLE
h) COURTEOUS TERMINATION OF CALL

Front 6

"THE IMPORTANCE OF ESTABLISHING GOOD TELEPHONE PROCEDURES"

Back 6

a) RECOGNIZE THAT CALLS COME FROM PEOPLE FROM ALL LEVELS OF SOCIETY & DEAL WITH A WIDE VARIETY OF SITUATIONS
b) ASSURE THAT THE CALLER IS PUT IN THE BEST PSYCHOLOGICAL MOOD SO THAT PERTINENT INFORMATION CAN BE OBTAINED
c) ASSURE THAT THE CALL-TAKER ESTABLISHES & MAINTAINS CONTROL OF EVERY CONVERSATION IN ORDER TO EFFICIENTLY OBTAIN NECESSARY INFORMATION

Front 7

"THE BASIC QUALITIES OF VOICE CONTROL THAT SHOULD BE USED IN TELEPHONE CONVERSATION"

Back 7

a) ALERTNESS
b) PLEASANTNESS
c) NATURALNESS
d) DISTINCTNESS
e) EXPRESSIVENESS

Front 8

"METHODS USED TO CONTROL UNCOMMON TYPES OF CALLER"

Back 8

a) ANGRY CALLER
b) HYSTERICAL CALLER
c) GOSSIPY CALLER
d) FOREIGN LANGUAGE
e) FACETIOUS CALLER