---

Borders, Citizenship and Immigration Bill [HL]

Before the Minister replies, I wonder whether I can turn to a matter that the noble Lord, Lord Roberts, raised. The noble Lord asked whether people would receive any psychological training, presumably in their support. What about care of people who come within their remit or—to use a horrible jargon phrase—““customer focus””? These officers have a very difficult task. To some they have to be an anodyne officer who looks at the passports or whatever and does not do anything. To others they have to be able to answer difficult and searching questions. To some they have to be, I suspect, abrupt and difficult. To others they have to be extremely charming. What sort of training will they get in people management? There was a time when all immigration officers were boot-faced and you never knew whether or not you had committed an offence as you went through. Now there is an easier attitude when you go through immigration and you get a smile from the immigration officer. That could change like the weather if it were not appropriate that they should smile. Where it is necessary for them not to be pleasant, respectful and welcoming, what training do they get in dealing with those more difficult situations?