Conflict Resolution Considerations
General Considerations:
- The most effective approach is to have a calm and respectful approach to hostile situations.
- Establish a relationship with the hostile person as soon as possible.
- Explain what you can do for that person not what you can’t do.
- Try never to leave a conflict situation unresolved. Unresolved situations spill over with another officer who may have less experience in conflict resolution techniques.
Hostility Signs:
- Hostile person stares the officer down
- Person cannot control their speech pattern
- Person may pace back and forth
- Animated hand gestures
- Angry look on their face
- Takes a combative stance
- Does not listen to reason
- Gets to close to the officer
- Mispronounced words
- Abusive language.
Conflict Resolution: Safety Factors
- Never stand within arms reach of the suspect.
- Never use aggressive tones with the suspect.
- Never allow access to weapons or equipment.
- Speak in a calm and controlled manner.
- Immediately request assistance.
- Never use threats. Threats are a challenge and could result in conflict.
- Control access to doors or exits.
- Never be caught in a corner.
- Never point at the suspect, use the palms up approach.
- Don’t interrupt the person – let them speak.
- Be flexible and have alternative solutions.
- Stand on the suspect’s weak side.
- Use the “We” approach when requesting compliance.
Safety Factors
- Never stand within arms reach of the suspect.
- Never use aggressive tones with the suspect.
- Never allow access to weapons or equipment.
- Speak in a calm and controlled manner.
- Immediately request assistance.
- Never use threats. Threats are a challenge and could result in conflict.
- Control access to doors or exits.
- Never be caught in a corner.
- Never point at the suspect, use the palms up approach.
- Don’t interrupt the person – let them speak.
- Be flexible and have alternative solutions.
- Stand on the suspect’s weak side.
- Use the “We” approach when requesting compliance.
