How to talk between urban management and the city?

Terminology specification for comprehensive law enforcement of urban management

Release time: 20 19- 12-20 00:00 Read: 13 10 times.

First, the principle of law enforcement language

(1) People-oriented principle. Urban management law enforcement personnel should adhere to the people-oriented concept, establish a sense of polite and sincere service, have a kind and sincere attitude, have a civilized language and be patient and meticulous in expression, and strictly prohibit the use of raw, cold, horizontal, rough and hard law enforcement language. Mandarin is generally used, but it is also possible to use a language that is easy to communicate according to the situation of the parties, and translators can be invited to be present when necessary.

(2) Strict principle. The words and deeds of law enforcement officers represent the law and public power, and the explanation and publicity to the masses must be based on laws, reasonable and well-founded, and arbitrary language is strictly prohibited. This requires law enforcement officers to be familiar with professional terms and legal knowledge in the field of urban management, and to be good at persuasion and education by using laws and regulations, moral norms and village rules and regulations.

According to the different stages (links) of urban management law enforcement and its environmental characteristics, law enforcement language can be divided into interview language, interview language, law enforcement scene language and other relevant law enforcement language norms.

Second, the interview language specification

(1) Language norms for receiving people's visits

1. Hello. Sincere, smiling, and friendly, such as: hello, what can I do for you? Hello, please come in; Please sit down; Please drink water; Wait a minute.

Talk. Sit down, pour water (tea) and say a little hello to ease and dispel the fear or opposition of visitors. For example, please sit down, don't worry, speak slowly; what can I do for you? May I have your name and contact information? Wait a minute.

3. Listen to the tape. No matter how excited visitors are, law enforcement officers should control their own and each other's emotions, listen and make records. They can communicate with each other in the language of sympathy and understanding, supplemented by comfort and patient guidance to avoid boredom. For example, if you speak slowly, I will record it right away; I understand your feelings very well, and I am recording them in detail; Wait a minute.

4. Appropriate reminder. When you meet a chattering and incoherent visitor, you can give a gentle reminder according to the specific situation: please try your best to make the main points so that I can record them accurately; Wait a minute.

5. Tell each other politely. In a consultative tone, earnestly solicit the opinions of visitors, and fully explain the ways and means of reply: we will seriously deal with your opinions, please leave your phone number for timely reply; If you don't understand anything, please feel free to contact us. We will check your situation as soon as possible and give you an answer within xx working days; Please give more valuable advice; Wait a minute.

6. gifts. You should get up and see them off, supplemented by polite expressions such as walking slowly and goodbye.

(2) Language specification for answering calls from the masses

1. Answer. When you receive a call from a visitor (report or consult), you should report it yourself: Hello, I'm calling from ×× (company name). what can I do for you? Wait a minute.

2. record. Politely ask what you want to reflect, and carefully record: please wait a moment, I'll record; Please speak slowly, I am recording; Please leave your name and contact information for feedback (reply); Sorry, I didn't catch that. would you please say that again. Let me repeat your reflection. Do you have anything to add? Wait a minute.

3. Tell the other person politely: Anything that can be answered immediately should be answered immediately; If you can't answer right away, tell me how and when to contact. For example, if you report a problem, I have recorded it and report it immediately. Thank you for your trust. I'm sorry, the question you asked (reflected or complained) is not within the scope of my unit's functions and powers. Please ask (reflect or complain) directly to XXX unit and inform the basis. Wait a minute.

Third, the interview language specification

(1) Contact and greetings. Avoid the time when you are eating and resting (lunch break, evening break), knock on the door gently or ring the doorbell: Excuse me, it's XX (call Comrade, Big Brother, Big Sister, etc.). ) at home? I am XXX (company name). May I visit you? Wait a minute.

(2) sincere conversation.

1. Pay attention to manners, and sincerely inform the other party of the purpose and identity information: we are here for ×× (reason), and I am ×× (name) with ×× (position) and law enforcement certificate ××.

2. Need to investigate the situation: Please support our work, we will keep it confidential and be responsible for you.

3. Need to solicit opinions: We will fully consider your opinions (report them in time); Here is the receipt. Please keep it. Do you have any other opinions?

4. Need to arrange work: Is this ok? What else is inappropriate? Wait a minute.

(3) Say goodbye politely.

Thank you politely and shake hands to say goodbye, such as thanking you for your support (cooperation); What problems need help (solution); Please feel free to contact us, goodbye; Wait a minute.

Fourth, window specification language.

(1) acceptance. Get up and say hello: hello, what business do you need to handle? Please provide xx materials; Wait a minute.

(2) Audit and auditing.

1. Qualified: the materials you provided are complete and effective and meet the requirements. We'll handle it for you right away, please wait a moment; Please sign the admission notice (form), and we will inform you after examination within × days. Please check your certificate (certificate, certificate) and keep it well. Wait a minute.

2. Unqualified: Sorry, the ×× matters you handled are not within our scope of functions. Please go to XX on the basis of XX; I'm sorry, according to the provisions of ×× (name and content), the materials you provided are incomplete and there is still a lack of ××. Please finish them before dealing with them. Please sign for the Supplementary Material Notice (Sheet) and fill it out completely before handling it; Wait a minute.

3. Say goodbye politely. If you don't understand anything (need help), please feel free to contact us. Take care. Bye. Wait a minute.

Five, law enforcement website language specification

Law enforcement officers should be polite, civilized in language and kind in attitude at the scene of law enforcement. It is forbidden to be overbearing, gambling hard or overbearing, and it is forbidden to use rude words such as swearing, swearing, reprimanding and satire. Enthusiastic and sincere, accurate expression, easy to understand, abide by the language norms of law enforcement site.

(A) the conventional language specification

1. The first sentence. Hello!

2. Polite language. Please. Thank you. Sorry! Goodbye!

3. Appellation terms. Comrades, gentlemen, ladies and teachers, and so on.

4. Notice terms: show your certificate and identify yourself: we are XXX (company name) law enforcement officers XXX (name), XXX (name), please see the certificate; We are a law enforcement inspection, and our job responsibilities are ×× (scope of work). We record the whole process of law enforcement. Please cooperate. Wait a minute.

5. Language for performing duties.

(1) Publicity and correction (administrative guidance): Comrades, please support (cooperate with) our work+explain the reasons (point out the facts of its violation)+make demands (handle opinions and suggestions), and finally thank you for your cooperation.

(2) Investigation and evidence collection: Comrade, according to the provisions of XXX (legal name), we are now inspecting (inspecting) your (or unit's) XXX, so please participate and cooperate on the spot; Comrade, please witness our investigation and evidence collection process on the spot.

(3) Take compulsory measures: Comrade, according to the decision of ×× (company name), please cooperate with the rights and relief channels provided by ×× (name of compulsory subject matter) ×× (name of measures such as registration and preservation in advance, sealing up the construction site, and forced demolition)+law for the parties concerned.

(4) Delivery of legal documents: Comrade, the contents of the documents (read out)+informing the parties of their rights and remedies (read out) are over. If there is no objection, please sign for it.

(5) Administrative warning: This comrade should clean up the illegal scene immediately (or within the time limit of ××) and then leave. Thank you. The whole law enforcement process has a complete record. I hope you will strengthen your awareness of obeying the law and operate according to law in the future, and don't have similar behaviors again. Thank you.

(6) Those who apply summary procedures and collect fines on the spot: Comrade, your behavior is "XX ××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××

Dealing with language norms that hinder law enforcement

1. Not cooperating with law enforcement. I'm a law enforcement officer. I'm on official business. The whole process of law enforcement is recorded. You can exercise your supervision right by calling 1 10 or other means, but you must obey and cooperate with the current law enforcement work.

Step 2 be pushed and torn

(1) I'm a law enforcement officer. I'm on official business. Your behavior has been recorded and has been suspected of obstructing official duties. Violation of the second paragraph of Article 50 of the Public Security Punishment Law, which hinders the staff of state organs from performing their duties according to law, shall be given a warning by the public security organ or fined not more than 200 yuan. If the circumstances are serious, they shall be detained for not less than five days but not more than ten days, and may also be fined not more than 500 yuan. From now on, if you stop obstructing behavior and there are no consequences, we will not pursue it. Please control your emotions and treat them rationally. Wait a minute.

(2) Do not listen to dissuasion and continue to push and pull: Do not listen to dissuasion and continue to obstruct law enforcement, which is suspected of violating the provisions of Article 277 of the Criminal Law. Whoever obstructs a state functionary from performing his duties according to law by violence or threat shall be sentenced to fixed-term imprisonment of not more than three years, criminal detention, public surveillance or fine. You may constitute a crime of obstructing official duties and will bear criminal responsibility. From now on, if you stop obstructing behavior and there are no consequences, we will not pursue it. Please control your emotions and treat them rationally. Wait a minute.

3. It is difficult to control your behavior at the moment: please control your emotions. The law enforcement process has been fully recorded and we have called the police. Please wait for the police to handle it; Wait a minute.

4. It has caused casualties. First of all, we should put the suspects away and rescue the casualties in time. In addition, please tell the relevant personnel: please calm down, we have called the police and called 120 for emergency treatment, please cooperate with the maintenance of the site environment and wait patiently for the police to handle it; Wait a minute.

The above-mentioned format clauses are very important, and the whole process must be recorded on the spot, which is the factual evidence that the subsequent public security organs determine that they "know that they will hinder the execution of their duties, and continue to hinder the execution of their duties after propaganda and persuasion".

(3) Language norms for dealing with bystanders

1. People who don't know the truth are booed. Inform in time: please calm down. We are law enforcement officers of ×× (company name) and are performing official duties according to law. Please support our work. We accept your supervision. If you have any objections or other opinions about our law enforcement, please directly report them to our leading organs. Our leading organ is ×× (company name)+telephone address. Thank you for your supervision. Wait a minute.

2. The number of onlookers is small and controllable. Law enforcement officers should verbally persuade him to leave: Comrade, we are performing official duties according to law, and the law enforcement process has been completely recorded and will be handled objectively and fairly. Please understand the support; For your safety, please don't watch, thank you for your support; Wait a minute.

3. The number of onlookers is large and uncontrollable. Don't be too eager to persuade people to leave. We should use a mild tone: Comrade, we have called the police and the law enforcement process has been recorded. We will handle it objectively and fairly. Please don't watch, pay attention to your own safety and the safety of others. Thank you for your cooperation and support. Wait a minute.