West Mercia Police has defended its recruitment of a US motivational guru to teach call-handlers to use "positive language" when dealing with the public.

The force said its decision to pay £200,000 to Mary Gober International would help its 230 switchboard and 999 service operators to improve the service received by the public.

The force, which covers Worcestershire, Shropshire and Herefordshire, has come under fire from Liberal Democrat MP Paul Keetch, who questioned why trainers had not been sought from within the police service.


But a West Mercia Police spokesman insisted the 12-month training programme would enhance operational policing.

Rejecting suggestions that the cash could have paid for more frontline officers, the spokesman said: "The money was identified through departmental efficiency savings and was specifically earmarked for training of this kind.

"Our view is that this will enhance operational policing.

"Eighty five per cent of people who contact us do so by telephone - the way we answer the telephone and deal with calls is extremely important to the people that we serve in our local communities."

The spokesman said the quality of West Mercia's call-handling had always been ranked as good and the training was aimed at making it excellent.

A tendering process had been followed to ensure that the firm chosen had provided the best value for money.

Superintendent John Jones, head of Operations Support for the constabulary, added: "The force receives in excess of 1.5 million calls from members of the public each year, many of which are from people in highly-charged situations when they may be upset, angry or worried.

"Dealing with them requires very special skills."

But Mr Keetch, who represents Hereford, said: " If the chief constable felt this training was essential, I would like to know why trainers could not have been recruited from other police forces with relevant knowledge.

"The police cannot be categorised alongside retail or commercial outlets that might benefit from the 'Gober Method'.

"I would prefer to see such funding go to more officers on the beat and recruiting community support officers.

"A greater police presence is what my constituents ask for - there have been no complaints passing through my office about the 999 service."