West Mercia police yesterday confirmed they have hired Mary Gober, an American motivational therapist, to improve the service provided by 999 call centre workers - reportedly at a cost of £200,000.

More than 230 staff receiving emergency calls from Worcestershire, Herefordshire and Shropshire will undergo the positive alternative training over the next year, which Ms Gober has prepared by analysing tapes of 999 calls. The "Gober Method" has been taught to staff in multinationals although this is the first time it has been used for a police force.

This was featured on Radio 2 yesterday afternoon. The good news is that the money is not coming from the front line mainstream policing budget. As I understand it they feel that when people ring 999 they need to be spoken to someone in a manner which is professional and reassuring etc. As I've never heard any feedback one way or the other on 999 operators I suppose I'm not in a position to comment.