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 *MCOLES Approved Courses
Policing with Pride and Integrity*
Officers
get an opportunity to analyze how they are perceived by others, learn how their professional actions improve departmental
service and encourage positive public response, gain insights on how others judge service and develop greater professional
skills.
Faculty: Sergeant Timothy
Jungel, Eaton County Sheriff's Office, MI and founding member of the state wide "Line of Duty Death Team", or Sergeant
Andrew Bouck, East Lansing Police Department, MI and graduate of the 221st session of the FBI National Academy. Leader of
the ES Team and customer service award winner.
Course Comments:
"DiSC and self evaluation was great and right on with how I thought I was, and gave me more insight, as well. .
." Patrol Officer Scott Griggs, Van Buren Twp. Police Department, MI
"The time
was used well. The location A-plus. Andy was very professional and kept the class on task with some reflection 'not war stories'."
Officer Dave Thompson, Wyoming Police Department, MI
"Touched on officer safety issues.
Stressed being a professional." Officer Burton Hulett, St. Clair Shores Police Department, MI
"Instructor enthusiasm made topic exciting and useful for police work." Officer Brian Rasdale, Lansing
Police Department, MI
"DiSC assessment. Program makes officers reflect on how they do business."
Sergeant Richard Killips, New Buffalo Police Department, MI
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| Ypsilanti Police Department |
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| Grand Rapids Police Department |
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Interpersonal Communication Inside
and Outside the Agency*
Common sense demonstrates
that the one skill which consistently enables people to achieve success is the ability to relate interpersonally.
Research shows that people are more often denied organizational advancement due to their inability
to get along with others, than for any other single reason. This course gives the skills participants
need to be highly successful communicators with the public, their co-workers and bosses. Attendees
will work with listening techniques, assertion techniques, nonverbal behavior, customer service
skills and more.
Faculty: Dr.
Murlene "Mac" McKinnon, who does one-on-one coaching in interpersonal communications
with law enforcement managers and officers, dispatchers, and the judiciary.
Course Comments:
"The video was
excellent. It brought the teamwork concept to the highest level of professionalism. The interpersonal
communication was also very helpful for all aspects of life." Lieutenant Carolyn
Marshall, Macomb County Sheriff's Office, MI
"I enjoyed the classroom presentation
of material and how the instructor tied it to the written manual. I enjoyed the team exercises
and open classroom conversation." Sergeant Tom Ambers, Livonia Police Department, MI
"The Team Building exercise was excellent. Mac's professional knowledge in the field
aids in the presentation of material. The video at the end of the class brought all concepts
together and was valuable." Officer Dave Thompson, Wyoming Police Department,
MI
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| East Lansing Police Department's Motor Unit |
Delivering Exemplary Customer Service*
Leaders put a premium on understanding what the public needs, both inside and outside their
agencies. When budgets are decreased and departments face layoffs, leaders must stress more than ever, the
need for outstanding service. The public wants knowledgeable, friendly, timely and professional service.
They want their problems resolved. They want assurance that when they have a concern someone
cares enough to deal with it. Internal "customers" desire that very same response
from one another. Yet organizational research tells us that nearly 80% of our internal problems
arise because we practice noncooperative behavior and misuse our power, rather than providing workplace support, consistency,
fairness and building team spirit.
Faculty:
Dr. Murlene "Mac" McKinnon, with 34 years experience in Customer Service Training for police,
courts, dispatch and the medical field.
Course Comments:
"Lots of information related to my position by
someone who has been there. Instructor engages class." Supervisor Marc McCullough, Lapeer
County Central Dispatch, MI
"Cooperation techniques were very valuable
to me / great to have options to expand the way I deliver customer service." Lieutenant
Martin Barner, Hazel Park Police Department, MI
"Dr. McKinnon's lecture was most useful
for me. Materials were nice, however the stories put things in perspective and in the memory bank. I
prefer an instructor that knows the industry (public safety) and as mentioned in class, 'Mac'
has indeed earned the 'you're one of us' evaluation." Supervisor
Robert Stahelin, Eaton County Central Dispatch, MI
"Verbal and Nonverbal
information about the toxic person at work." Deputy Sara LeRoux, Saginaw
County Sheriff's Office, MI
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| East Lansing Police Department |
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| Bay City Police Department |
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*MCOLES Approved Courses
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