Veuillez indiquer ci-dessous les comportements d’un ASF offrant un FAIBLE rendement lors d’une interrogation primaire avec un voyageur. Après avoir indiqué chacun des comportements, veillez décrire concrètement les indicateurs comportementaux (ou manifestations) qui caractérisent ceux-ci, ainsi que les conséquences (positives ou négatives) se rattachant à chacun de ces comportements.
Comportement #1 Indicateurs (manifestations) Consequences (positives/negatives) Comportement #2 Indicateurs (manifestations) Consequences (positives/negatives) Comportement #3 Indicateurs (manifestations) Consequences (positives/negatives)
APPENDICE B Scénarios
t Time Behaviours Good/Poor Examples Script-Good (scenario A) Script-Poor (scenario B)
5 sec. - TITLE - Things to do (or proper way of doing) Things to avoid (or commons mistakes)
10 sec. Introduction – Use both official languages to greet travellers
Maintain eye contact throughout the interview
Introduction – Not using both official languages to
greet travellers
Not maintaining eye contact throughout the interview
20 sec. 1. Introduction • Use official languages 2. Eye contact • Maintain eye contact while: asking questions / receiving responses / providing intros and conclusions 1. G. Hello/Bonjour! P. Not saying a word/simply saying hello or bonjour. 2. G. Eye contact and
subtle observations of traveller’s body language.
P. No eye contact, eye rolling, staring.
BSO (looking at person): Hello/Bonjour! What is your citizenship?
Traveller: Canadian
BSO (looking at person): May I have a proof of citizenship, please? BSO is now discreetly looking at traveller’s body
language while traveller is reaching for document.
Traveller (giving passport): Here you are.
BSO (looking at person while taking passport): Thank you! BSO (looks at passport):
BSO (looking at person): Where do you live, ma’ am? Traveller: Halifax
BSO (not looking directly at person): Hi! What is your citizenship?
Traveller: Canadian
BSO: (looking briefly at person) May I have a proof of citizenship, please? BSO is rolling eyes while traveller is
reaching for document.
Traveller (giving passport): Here you are. BSO (not looking directly at person): Thank you! BSO (looks at passport):
BSO (still looking at the passport): Where do you live, ma’ am? Traveller: Halifax
15 sec. Demonstrating empathy by showing concern for travellers
Use a proper level of language
Not demonstrating empathy by not showing concerns
for travellers
Not using a proper level of language
35 sec. 1. Attitudes
• Show concerns with traveller situation 2. Language • Use proper English/French 3. Confidence • Keep control of communication 1. G. Empathy 2. P. Use slang 3. G. Interrupts when traveller breathes P. Interrupt in
BSO: How long have you been absent from Canada? Traveller: 4 days. I have been attending my sister’s funerals. BSO: I am sorry to hear that! My sympathy, madam.
BSO: What is the total value of goods that you have purchased or acquired while outside Canada?
Traveller: We bought some beverages for the visitors that came to the funeral parlour. I do not remember how much we paid for them. There were many people, you know…
BSO (interrupting as traveller breathes): I understand ma’am. Are you importing any commercial or business goods?
BSO: How long have you been absent from Canada? Traveller: 4 days. I have been attending my sister’s funerals. BSO (not demonstrating any sign of empathy)
BSO: Watcha buy down there?
Traveller: We bought some beverages for the visitors that came to the funeral parlour. I do not remember how much we paid for them. There were many peop…
BSO (Interrupting in middle of sentence): Any commercial or business things with ya?
10 sec. Use appropriate tone in voice Maintain a straight body posture
Using an inappropriate tone in voice Not maintaining a straight body posture 35 sec. 1. Attitudes
• Use appropriate tone 2. Posture
• Body language
1. P. Sarcasm, condescendence
2. G. BSO is standing straight and may lean down to see travellers
BSO (leaning slightly to see travellers, tips of fingers touching
base of window): Are you importing any pets, plants, meat or
animal product?
Traveller: My sister had a dog but I think that my brother will probably be the one taking care of it from now on since she passed away…
BSO (leaning slightly to see travellers, tips of fingers touching
base of window): I see, but are you importing any pets, plants,
meat or animal product? Traveller: No.
BSO (leaning slightly forward to see travellers, hand in pockets): Are you importing any pets, plants, meat or animal product? Traveller: My sister had a dog but I think that my brother will probably be the one taking care of it from now on since she passed away…
BSO (slouching forward with forearms against the window and
using a condescending tone): My question was – Are you
importing any pets, plants, meat or animal product? Traveller: No.
10 sec. Speak clearly by using complete sentences
Ask questions in a fluid manner
Not speaking clearly by not using complete sentences
Not asking questions in a fluid manner
20 sec. 1. Language
• Make complete sentences
2. Confidence
• Ask clear and concise questions 1 P. Shortened sentences 2. G. Fluidity between and during questions P. Comfort words (fillers), repetition of answers (parroting) or hesitation (hums)
BSO: Did you make any purchases from the Duty Free Store? Traveller: No, I didn’t.
BSO: Are you bringing into Canada any firearms or other weapons?
Traveller: No.
BSO: Did you… hum… make any purchases from the… hum… Duty Free Store?
Traveller: No, I didn’t.
BSO: Ok, good. You did not. Hum…any firearms or other weapons with you?
Traveller: No.
10 sec. Use polite and courteous expression and designation Conclusion – Inform travellers of decision
Using impolite and discourteous expression and
designation
Conclusion – Not informing travellers of decision
30 sec. 1. Attitudes
• Use polite and courteous expressions, designations 2. Conclusion • Inform travellers of decision 1. G. Sir/Ma’am; Thank you/Please P. Using surname instead of last name/Closing the communication without saying thank you 2. G. Enjoy your visit! / Welcome home! (release) P. Pull over to the left and go see and officer inside (ref.)
BSO: Are you in possession of any currencies or monetary instruments, of a value equal to or greater than $10,000 Canadian?
Traveller: No, I am not.
BSO: Ok missus Simpson, here’s your identification back. You can proceed. Welcome to Canada!
Traveller: Thank you!
BSO: Are you in possession of any currencies or monetary instruments, of a value equal to or greater than$10,000 Canadian?
Traveller: No, I am not.
BSO: (not clearly informing traveller of decision): Ok Margaret, here’s your identification back.
Traveller: (traveller waiting…) Are we done? BSO: Hum… sure you may go!
20 sec. - CREDITS -
APPENDICE C
Grille d’évaluation de la reproduction comportementale (Liste des participants)
Liste des participants
Veuillez SVP indiquer vos initiales : (Initiales de l’évaluateur : ____ ____ ) Veuillez SVP indiquer le numéro de la semaine évaluée (1 à 9) : (SEMAINE # : ____ )
Classe A Classe B
CIP SCORE CIP SCORE
1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 9 9 10 10 11 11 12 12 13 13 14 14 15 15 16 16 17 17 18 18
APPENDICE D
Primary Questioning – Participant’s Guide (Interrogation primaire – Guide de l’apprenant)