TA02 Dealing with difficult people Flashcards
Describe the types of people you may deal with in terms of how easy it is to deal with them as a Police Officer.
Cooperative people
Uncooperative people
Passive Aggressive (sneaky)
What are the 5 steps of the AWOCA process?
A - ask W - why O - options C - confirm A - act
What is AWOCA?
A five stage process that allows Police to seek voluntary compliance.
What is AWOCA intended to do?
Seek voluntary compliance.
It is also intended to ensure individuals understand the reasons why they may need to comply and provide a robust framework that supports Police throughout any follow up action necessary.
Describe the first A in AWOCA.
Ask (request cooperation)
- Finish with “Thanks / Thank you”
- No one likes to be told what to do
- Ask without threat of enforcement action
Describe W in AWOCA.
Explain why (reason for action, power to act etc)
- Sets the context for your request
- Pair with ask
- It enables people to weigh up the reasonableness of the request
Describe O in AWOCA.
Provide options (good/bad/good) and explain the advantages of the good option and the consequences of the bad option (without threatening).
Include any legal authority to act or requirement to comply.
Include the use of the 4 great motivators (time, money, family, reputation).
Consider how you would like to be treated.
Describe the last A in AWOCA.
Act (take appropriate action depending on the situation)
- Ensure you accurately record the use of AWOCA in your notebook, jobsheet and TOR.
Describe the C in AWOCA.
Confirm they understand (“is there anything that I can reasonably say or so to get you to [insert what you would like them to do]. I would like to think that there is.”
- Remember that by ensuring that our communication is understood, it prevents ability for the offender to claim they did not understand the requirement to comply in court.
What are the 4 great motivators?
Time, money, reputation, family.
