If you're a police officer or security guard, knowing how to write up a

detailed and accurate report is important. A well written incident

report gives a thorough account of what happened and sticks to the
facts. If you're trying to write a police report, or are curious about how
the police put together their reports, learning what to include and how
to format the report is helpful.

Part 1
Following Protocol
1.

1
 Get the correct forms from your department. Each police department
has a different protocol in place for dealing with an incident and filing
a report. You may be responsible for filling out a form issued by your
department, or you may be asked to type or write up the report by
hand.
o Try to do your write-up using word processing software. It
will look neater and you'll be able to use spellcheck to polish it when
you're finished. If you write your report by hand, print clearly instead of
using cursive.

2
 Start the report as soon as possible. Right after the incident, reflect on
what happened and jot down some notes about it. If possible, write
your report the same day as the incident because waiting will make it
harder to remember details. At the least, do your report write-up within
the first 24 hours after the incident.[1][2]
o If you cant write the report on the day that the incident
happened, record some notes about what happened to help you when
you do write the report.

3
 Focus on the facts. Your form may have blank spaces for you to fill out
with information about the incident. Fill in these spaces, or include the
following information if you do not have a form: [3][4]
o The time, date and location of the incident (Be specific.
Write the exact street address, etc.).
o Your name and ID number
o Names of other officers who were present

4
Include a line about the nature of the incident. Describe what brought
to you to the scene of the incident. If you got a call, describe the call
 and note what time you received it. Write an objective, sentence
describing what happened. Don't write what you think might have
happened. Stick to the facts and be objective.[5][6]
o For example, a report might say: On 8/23/10 at
approximately 2340, officer was assigned to 17 Dist. response vehicle.
Officer was notified via radio by central dispatch of a 911 call at 123
Maple Street. Officer was also informed by central dispatch that this
911 call may be domestic in nature.

Part 2
Describing What Happened
1.
 1
Write in the first-person. Include a detailed chronological narrative of
what happened when you reported to the scene and tell the story from
your perspective. Use I to explain the who, what, when, where, and
why of the incident.[7][8]
o For example, an officer's report could say: Upon arrival, I
observed a 40 year old white male, known as Johnny Doe, screaming
and yelling at a 35 year old white female, known as Jane Doe, in the
front lawn of 123 Maple Street. I separated both parties involved and
conducted field interviews. I was told by Mr. Johnny that he had come
home from work and discovered that dinner was not ready. He then
stated that he became upset at his wife Mrs. Jane for not having the
dinner ready for him.


2
Include rich detail in your report. If possible, make sure to include
direct quotes from witnesses and other people involved in the incident.
Include an accurate description of your own role in the course of what
occurred. If you had to use physical force to detain someone, don't
gloss over it. Report how you handled the situation and its aftermath.
Follow your department's protocol with regard to reporting on
witnesses and evidence.[9][10]
o Use specific descriptions. For example, instead of saying "I
found him inside and detained him," write something like, "I arrived at
 2005 Everest Hill at 12:05. I walked to the house and knocked on the
door. I tried the knob and found it to be unlocked..."

3
Use diagrams. Draw a picture or diagram in your report if it is difficult
to explain certain information in words. You may also want to use a
picture or diagram to show what the scene of the incident looked like.
[11][12]

o Police officers often have to write reports about auto

accidents. It can be much clearer to illustrate with a picture or a
diagram how the accident occurred. You can draw a picture of the
 street and use arrows to show how where each car was headed when
they hit each other.

4
Make a thorough report. Write as much as possible and include as
many details as you can remember. Don't leave room for people
reading the report to interpret something the wrong way. Don't worry
about your report being too long or wordy. The important thing is to
report a complete picture of what occurred.[13][14]
o For example, instead of saying when I arrived, his face was
red, you could say, when I arrived, he was yelling, out of breath, his
 face was red, and he seemed angry. The second example is better
than the first because there are multiple reasons someones face is
red, not just that they are angry.

5
Include accurate details and leave out the rest. If you did not see
something happen, make sure that you don't report that you did. If a
witness tells you something that you did not see, whatever the witness
says is considered hearsay. Hearsay is something you hear that you
cannot substantiate by personal knowledge. Report hearsay as
hearsay, not as something you personally saw.[15][16]
 o Even though it is hearsay, make sure to write down what
each individual at the scene said to you. It may be important, even if
he or she is lying. Include any information about the witness
demeanor, in case what he or she told you becomes controversial.

6
Use clear language. Don't use flowery, confusing language to describe
what happened. Your writing should be clear and concise. Don't use
legal or technical words. Use short, to-the-point, fact-oriented
sentences that don't leave room for interpretation.[17][18]
 o Use the partys name when possible, so you can avoid
confusion when talking about multiple people. Also, spell out
abbreviations. For example, say personal vehicle instead of P.O.V.
(personally owned vehicle), and scene of the crime instead of code
11, which is a police term for on the scene.

7
Be honest. Even if you're not proud of how you handled the situation,
it's critical that you write an honest account. If you write something
untrue it may end up surfacing later, putting your job in jeopardy and
causing problems for the people involved in the incident. [19][20]
 o Preserve your integrity and the institution you represent by
telling the truth.

Part 3
Editing Your Report
1.

1
Check your report for accuracy. Double check all of the facts, including
spellings of names, dates, times, addresses, license plate numbers,
and so on. Make sure you didn't leave out any information that should
 have been included. Look for obvious gaps in the narrative that you
might need to fill in.[21][22]
o For example, if you forget to include the one party's reason
why the argument started, then that would leave a gap.

2
Proofread your report. Read through your report one more time to
make sure it's easy to understand. Check it for typos, spelling errors,
and grammar errors that might make the report confusing. Remove any
words that could be seen as subjective, like words describing feelings
and emotions.
 o For example, if you included phrases that start with "I feel"
or "I believe," then you would want to remove these to eliminate any
bias in your report.

3
Submit your incident report. Find out the name of the person or
department to whom your report must be sent. If you can, submit your
incident report in person. Make yourself available to answer further
questions or provide clarification as needed.[23][24]
o If you have to mail or email your report, follow up with a
phone call within a 10 day period. Do this to make sure your report was
received

Tips For Proper Telephone Etiquette at Baylor

Goal: In keeping with our mission here at Baylor to be a "caring

community," we strive to have every phone call to any office handled in a
courteous, caring, professional manner.

o Be prepared.
o Greet correctly.
o Use a professional voice and manner.
o Smile.
o Be aware of and careful with names.
o Be discreet and tactful.
o Transfer the caller with the call.
o Be kind to people on hold.
o Take messages correctly.
o Strive to help callers in every way.
Be Prepared.
Practice using the features of your phone (transfer, hold, etc.) until you can use them
easily and confidently.
Have a pad of paper and pen near the phone ready to take notes.
Clear off a space around your phone so that you are not knocking things over when you
reach for the receiver.
Hold a team meeting prior to business hours, or early in the day, to review any new
information that a caller may ask about or need to know.
Make sure you are in the communication loop. Ask members of your department to let
you know about any new information that a caller may inquire about, for example: new
promotions in Athletics, training opportunities, etc.
Greet Correctly.
Use a friendly greeting - Include words such as "Good Morning" or "Good Afternoon."
Besides being welcoming, they serve a useful function. Sometimes the first syllables of your
 greeting may be cut off when you answer the phone. If you skip the "Good Morning" the caller
will hear something like "...ment. This is Jenny." Better the words "Good Morning" get cut off
than the name of your department.
Identify your department - The first thing a caller wants to know is whether or not she
has reached the place she intended to call. Be sure to identify your department. Once the caller
hears this, she can go on abut her business confident that she has reached the right place.
Identify yourself - Please state your name clearly when answering the phone. The caller
wants to know who he is talking to. Also, if you state your name, the caller will be more likely to
tell you his name. Stating your name is especially important for interdepartmental calls.
Sometimes, particularly if you are a new employee, it is hard to recognize voices on the phone. It
is embarrassing to say, "This is Jenny, may I speak to Kay?" only to find out that you are already
speaking to Kay.
End with your name - You may often hear a greeting like this, "Good afternoon.
Information Technology Services. This is Jenny. May I help you?" Many people use this greeting
in an effort to be helpful. Actually, it is more helpful to end the greeting with your name. Most
people remember the last thing they hear. The words "May I help you?" can actually erase your
name from the caller's memory. So, end your greeting by stating your name. Let your tone of
voice express your willingness to be helpful.
Use a professional voice and manner.
Professionalism means that when people call your office they feel like they are in good
hands. When you answer the phone in a professional way, your callers feel like they have
connected with someone who is willing and competent to help them.
Since your callers cannot see you, they judge you (and your department and Baylor) by
the tone of your voice and what you say. Use a pleasant, professional tone. Speak clearly and not
too quickly. Avoid being abrupt or terse. Inspire confidence with your voice. Strive to be
unfailingly polite.
Examples that aid in sounding professional:
1. Speaking at a reasonable speed, not too slow or too fast.
2. Using a conversational tone. Varying your voice expression. High and low tones give
your voice interest.
3. Consciously lowering the pitch of your voice if it is too high, or raising it, if it is too low
and gruff.
4. Using Please, Thank You, and You're Welcome.
5. Using "Yes" instead of "Yeah" and "Uh-huh."
6. Using "May I?" instead of "Can I?"
Examples that detract from your professionalism:
1. Being too terse or abrupt.
2. Being too chatty or casual. Part of being polite is being brief and getting to the point so
that your caller can get back to her work.
3. Using southern-isms and slang such as: Honey, Lady, Darlin', Girl, Girlfriend, Buddy,
Big Guy, Man, etc.
4. Giggling, yawning, or making other mouth noises.
5. Chewing gum or answering the phone with your mouth full.
6. Sounding rushed or out of breath. --Let the phone ring one more time if you need to
catch your breath.
7. Saying "Uh" and "like...You know" too many times.
8. Opening mail, reading, or typing on the keyboard (unless it's part of what you are doing
for the caller).
9. Trying to talk with someone else while you are on the phone.
10. Saying "I think" or "I'm pretty sure," or "I believe so." Either you know or you don't -- if
you don't know, find out. Give out only correct information.

Top of Page

Smile.
Believe it or not, your facial expression "shows" through the telephone. When you have a
smile on your face your voice sounds friendlier. So, "Smile when you say that!" Keep a mirror, or
some other reminder near your phone to help you remember to put on a happy face before you
pick up the phone.
Posture is also important. Sit up straight and take a breath if you need to before picking
up the phone. You will feel better and sound better.
Be aware of and careful with names.
Do you remember the theme song from the TV show Cheers? The song talked
about Cheers being a place where "everybody knows your name" and how wonderful that is.
When you call someplace numerous times, and they still don't recognize your name, you feel like
a number -- like no one cares who you are. When "everybody knows your name" you feel
welcomed and valued, like you are in a "caring community" -- and being a caring community is
part of Baylor's mission.
Most people feel good when they are recognized and the best way to recognize someone
on the phone is to know his or her name. If a caller volunteers his name up front, write it down
so that you do not have to ask him to repeat it. Picking up on the caller's name immediately will
make him feel important and welcome.
 Be aware of the people who call your office often -- they will enjoy hearing that sound in
your voice that lets them know that you know who they are.
Besides being aware of the names of your regular callers, you should make yourself
familiar with the names of the president, vice-presidents and other campus leaders who are
likely to call your office. This is a sign of respect and this awareness will help you handle their
calls efficiently.
Also be aware of the names of regents, advisory board members and donors who may call
your office. These people give large amounts of time, energy and sometimes money to Baylor.
One way of showing our appreciation to them is to recognize their names when they call.
When you are answering the phone for someone else, find out the caller's name. That
way you can let the person who is being called know with whom they will be speaking. Be sure to
do this in a tactful way. It is much better to say, "May I say who is calling?" Rather than, "Who is
this?" or "What is your name?"
People care about their names (and some people are quite sensitive). Show your respect
by taking pains to pronounce and spell names correctly. When you take a message, write down
the person's first and last name. (It is not helpful to get a message that says "Sue called" when
you know half a dozen Sue's.) Check spelling if there is any doubt.
A person's title is a part of his/her name. Since Baylor is a University, you are likely to
receive lots of calls from people with doctoral degrees. When in doubt about a person's title at
Baylor, it is best to err on the side of "Dr."

Top of Page

Be discreet and tactful.

It is especially important to be discreet and tactful when you are screening calls for
someone. Find out what they want you to say and if there is anyone who has priority. Phrases
like, "Ms. Morris is unavailable right now," "Ms. Morris is in a meeting right now, or "Ms. Morris
is away from her desk right now" are often helpful in this situation. It is good to follow up with
"May I help you with something?" You may be able to resolve the caller's need without
interrupting the person for whom you are screening calls.
Give appropriate information, but only appropriate information.
Do not say: Instead say:

Brenda is in a meeting with Dr. Lilly Brenda is in a meeting.

Brenda is out of the office. I expect her back

Brenda is STILL at lunch. within the hour.

Brenda is in the bathroom. Brenda has stepped away from her desk for a
 moment.

Brenda is out of the office. I expect her back at

Brenda is at a doctor's appointment. 3:00.

Brenda is out of the office this week. I expect her

Brenda is on vacation all week. back on Monday.

Brenda is out of the office right now. She may

Brenda has been gone a LONG time; I don't check back in this afternoon, or it may be the
know WHEN she'll be back. morning before I see her again.

I don't know where Brenda is. I guess she's

coming back today. No one ever tells me
anything around here. Brenda is out of the office at the moment.

Transfer the caller with the call (meaning to let the receiving caller know
who you are transferring to them).
Whenever you transfer a call, first talk to the person who will be receiving the call. Tell
the receiving person the name of the caller and the nature of the call -- that way the caller does
not have to repeat his/her whole story and the person receiving the call can be better prepared.
It may happen that you answer a call from someone who is asking for help or
information that your department does not provide. In these cases, your objective is to deliver
the caller safely to a person who can help. Keep in mind that one of the most annoying things
that can happen to a caller is to be transferred from department to department repeating his/her
request over and over again. When you receive one of these calls, use the following process:
1. Give an explanation of why you are transferring a caller. Tell them what you are going to
do. For example: "Another department handles gifts to the university Mrs. Smith, I'd be glad to
check around and find someone who can help you. It may take a moment or two."
2. Politely ask the caller if he/she is able to hold. Avoid expressions such as "Hold on" and
"Just a second" or "Just a minute." Instead say: "Are you able to hold or would you prefer that
someone call you back?"
3. Contact the person whom you think can help the caller, talk to that person yourself and
make sure he or she can help. Note: This step is very important. Try not to transfer a call unless
you are absolutely sure the department you are transferring to can handle the situation;
otherwise the caller may get bounced around to several departments without ever getting help.
4. Return to the caller. Tell the caller the name and the number of the person to whom you
are transferring in case there is a disconnection and then transfer the call.

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Be kind to people on hold.

 Being put on hold is sometimes like being dropped into a black hole. You wonder if
you've been forgotten. You wonder if you've been disconnected. You wonder what those people
are doing -- did they leave for lunch?
Being put on hold is usually annoying for people no matter what you do, but here are a
few things you can do to soften the blow:
1. Always ask before you put someone on hold and listen to the reply. Say, "Are you able to
hold?? or "Would you like to hold?" If the person is not able to hold, deal with his/her need
immediately. Avoid "Hold please -- click" and "Just a second -- click."
2. Use the Hold feature on your telephone. Do not lay the receiver down on the desk for the
caller to hear all the noise and conversation in your office.
3. If the caller is going to be on hold longer than for just the briefest transfer, tell them what
will be going on and give them a reasonable time estimate (avoid "Just a second"). For example,
say "I may be able to find that information for you, but I need to check in one of the other
offices. It may take a minute or two. Are you able to hold while I check?"
4. Get the caller's attention when you return to the line. Don't just start talking. For
example, say "Mrs. Smith?" Then pause for her to acknowledge you.
5. When you return to the line, thank the caller for waiting.
6. If the caller is on the line for a long time, give progress reports every 30-45 seconds if
possible. The caller cannot see what is happening and 30 seconds or a minute is a long time to
be hanging on the line without knowing what is happening wotj a request.
Take messages correctly.
Accurate messages save time and confusion and are a huge help to both the caller and
recipient of the message.
If voicemail is available, give the caller the option of leaving the message in voicemail or
dictating a message to you.
When you take a message, use good judgment about how much information to record
when you take a message, but err on the side of more rather than less. Here are some things you
should consider recording on each message:
1. The date and time.
2. The caller's first and last name or some other identification. (Ex: Pat in purchasing.
Phyllis from the video store.)
3. A phone number if you can get it. Even though the recipient may have the phone
number, it is usually more convenient to have the number right there. You might say something
like this "Ms. Morris probably already has your number but could you give it to me just to be on
the safe side?"
4. Some information about why the person is calling. This enables the recipient to decide
when and how to reply and to gather materials for the return call if necessary. Sometimes if the
recipient knows enough about what the caller needs, a return call is not even necessary.
5. Your name. This is extremely helpful when the recipient needs to get some clarification
about the message.
When taking a message double-check your accuracy. Repeat the caller's name and phone
number for verification. Read the message that you have written back to the caller to be sure you
are communicating the important points.
Find out the protocol in your office for handling messages. Is there a special message pad
that everyone checks? Is it best to leave a note on the recipient's chair? Is there a place on your
desk where you keep messages? Should you send the message to the recipient in an email
message?

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Strive to help callers in every way.

Be helpful. Be helpful. Be helpful. If you do not remember any of the other tips of ideas
from this training, remember this one. The people who call you are calling because they need
help with something. Consider yourself to be an advocate for your callers; try to find a way to
help them no matter what. They need you. Do not leave them with a dead-end.
Here are some ways you can be helpful:
Keep yourself informed. Be aware of typical questions that are asked of your
department and find out the answers. Do your best to learn to handle small or typical requests
yourself. The more you can learn about the workings of your department, what people are doing,
major events, and the general goings-on around Baylor, the more likely you will be able to help
people when they call.
Offer help. If the person to whom the caller would like to speak with is not available,
offer your help. Say something like "Mrs. Morris is not available right now. May I help you with
something?" This is very important, most callers like most of us are very busy and would like to
take care of their business in one phone call if at all possible. Your may be able to take care of the
caller's needs yourself. At the very least the caller will probably appreciate the offer.
Avoid the phrase "We can't do that." Instead always demonstrate a positive
attitude over the telephone. Tell the caller what you CAN do. For example, suppose a caller asks
if you can set up a time for a meeting on someone's calendar when you do not have control over
that person's calendar. Instead of saying "I can't do that," you might say "I do not have control
over Ms. Morris' calendar, but let me write down when you would like to schedule the meeting
and I will pass it on to her. She can get back in touch with you later to confirm."
 Avoid the phrase "I don't know." "I don't know" leaves the caller at a dead end. If
they don't know and you don't know, what are they supposed to do next? Here are some
alternatives:
"Ill find out."
"The XYZ department handles that, let me transfer you."
"Mrs. Morris has that information and she is out of the office for the moment, let me take
a message and have her call you back with an answer."
"Let me research that and get back to you. May I have your number?"
Avoid using the word "No" at the beginning of a sentence. You may have to tell
the caller "No" eventually, but try not to have the word "No" be the very first thing out of your
mouth. It is brutal. Rearrange your sentences so that "No" is not first. For example, you might
change the statement, "No. Mrs. Morris is not available for a meeting at 2:00" to "Mrs. Morris is
not available for a meeting at 2:00 this afternoon. What about tomorrow at 2:00?"
Stick with it. At the end of the call make sure you have fulfilled the caller's need to
made plans to get back to her shortly with an answer. If the caller's need is something that you
cannot help with, give them some options of what to do and make sure they know how to follow
up on those options. Do not leave a caller with a dead end.
Volunteer information. Sometimes callers do not know enough about a situation to
ask for all the information they need, but you know you can help them. For example, suppose
you are working with a caller who wants to know if the ticket office is open on Saturday so that
she can buy tickets for an upcoming game. You know that the ticket office is open on Saturday,
but that it closes at noon. "Yes," you tell the caller, "the ticket office is open on Saturday."
Imagine how frustrated this caller will be when she arrives at the ticket office at 1:00 on
Saturday, only to find out that it closed at noon. If you have information a caller might need --
share it -- even if the caller does not know she needs to ask.
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