In this reporting year, the commissions wish to underscore the commitment observed in the medical care provided to detained persons and the good work climate in some police stations. Empathy and a respectful working environment cannot be underestimated in terms of humane treatment of detainees during the often challenging activities at a police station. Empathy and a good work climate In some cases, the commissions emphasised the exemplary cooperation, the knowledge possessed by committed employees and the well-documented interrogation records. Recognition was also accorded for justified and carefully weighed entries when coercive means were used. The NPM also praised the significant improvement in the quality of detention in its comments to the Federal Ministry of the Interior. Considerations with respect to the use of coercive means 2.7. Coercive acts 2.7.1. Introduction In the year under review, the commissions observed a total of 56 acts of direct administrative power and coercive measures, including eleven (forced) returns and 45 demonstrations, football games, raids and major events. 56 observations of police operations As in past years, the NPM found few or no complaints about police operations at football games and during raids. However, in several cases the NPM criticised the implementation of forced returns (returns to non-EU states) or returns (returns to EU states under the Dublin Regulation) and the conduct of contact meetings prior to these official actions. There were improvements in handling demonstrations. In the reporting year, several delegations again observed the demonstrations against the Vienna Academics Ball, where the demonstrations and the police operations were significantly more orderly than in 2014. The noticeable improvements were attributable to a new, broad-based communications strategy on the part of the police. The proven measures of the so called “3 D strategy” (Dialogue – De-escalation – Drastic Measures), should lead to medium-term and sustainable improvements in such operations. During the demonstrations, loudspeaker announcements by the police were more clearly audible to the demonstrators. Improvements in handling demonstrations 143