CONFLICT RESOLUTION

Question 1

The cadet will list the dynamics that contribute to conflict, list the components of
conflict resolution, and define the goal of conflict resolution.

Answer 1

1. The goal of conflict resolution is to resolve conflict
2. The three main components of conflict resolution are:
3. The three main components of conflict resolution are:

Question 2

♦ Various dynamics contribute to the development of conflict, to include:

Answer 2

• Loss of trust
• Differing perceptions
• Competition for resources
• Communication ambiguities

Question 3

The three main components of conflict resolution are:

Answer 3

• The public
• The officer
• The offender

Question 4

FORCE OPTIONS PTRL. 1 0 2 0 . 1 0 2
The cadet will list the following elements of the relationship between use of force
options and conflict resolution.

Answer 4

♦ The relationship between the need for law enforcement action and the level of
cooperation of the offender, determines the response of the officer.
♦ The three levels of conflict resolution are:
♦ Successful conflict resolution depends on the ability of the officer to choose,
from a wide range of options, those tactics which best fit the totality of the
situation
♦ Force options and the officer awareness color code are tied together; as the
color code increases the use of some type of force becomes more likely to
occur

Question 5

♦ The relationship between the need for law enforcement action and the level of
cooperation of the offender, determines the response of the officer.

Answer 5

• Response must be balanced

Question 6

♦ The three levels of conflict resolution are:

Answer 6

• Non-verbal intervention
• Verbal intervention
• Physical intervention

Question 7

♦ Force options and the officer awareness color code are tied together; as the
color code increases the use of some type of force becomes more likely to
occur

Answer 7

• Color code review
 White – Unaware, unprepared
 Yellow – Relaxed, alert
 Orange – Alert, specific
 Red – Fight, engaging threat
 Black –Sensory overload, unable to react

Question 8

UNDERSTANDING YOURSELF PTRL. 1 0 2 0 . 1 0 3

The cadet will define reaction and response as they relate to conflict resolution

Answer 8

♦ Officer reaction and officer response to conflict are defined as:
♦ The following are personal considerations which influence conflict resolution

Question 9

♦ Officer reaction and officer response to conflict are defined as:

Answer 9

• Reaction is an automatic, instinctive immediate action

* Response is a planned thought out action

Question 10

♦ The following are personal considerations which influence conflict resolution

Answer 10

• Officers must develop the mindset of becoming a professional conflict
manager
• Officers must develop sufficient insight into the officer’s own behaviors
and beliefs and how these factors contribute to the officer’s ability to
resolve and manage conflict
 Biases
 Prejudices
 Values
 Beliefs
 Triggers and buttons

Question 11

THE THEATER OF WORK PTRL. 1 0 2 0 . 1 0 4
The cadet will list the following concepts of “the theater of work” and how they apply
to conflict resolution.

Answer 11

♦ Identifying officer roles
♦ Recognizing the stages on which the roles are acted out
♦ Importance of using scripts during situations that require generating
cooperation
♦ Identifying the audiences who are observing.
♦ The following concepts of “the theater of work”, (the stage, roles, scripts,
congruence, masks, voice, and other non-verbal) contribute to the officer’s
professionalism
• The voice
• Other Non-Verbal’s

Question 12

♦ The following concepts of “the theater of work”, (the stage, roles, scripts,
congruence, masks, voice, and other non-verbal) contribute to the officer’s
professionalism

Answer 12

• Always on stage
• The message
 Semantics – the meaning of language
 Specialized language – avoid using language specific to the law
enforcement profession such as ten-codes and legal jargon
• The voice
 Pace, pitch, tone, and modulation
• Other Non-Verbal’s
 Proximity – physical space between the speaker and listener
 Kinesics – also known as body language or how a person stands or
moves their body to communicate
• The three approaches in conflict resolution:
 Ethical
 Logical
 Practical

Question 13

CONFLICT RESOLUTION SKILLS PTRL. 1 0 2 0 . 1 0 5

The cadet will identify and explain skills needed to resolve conflict.

Answer 13

♦ Understand that a key to conflict resolution is to prevent conflict from
happening, through the use of kinesics, proxemics, image projection,
responsiveness, and empathy
♦ Demonstrate a basic ability to de-escalate conflict. Know and demonstrate the
skills needed in verbally resolving conflict.
♦ The proverbial line or gate that exists between verbal and physical
interventions
♦ Understand the importance of responding appropriately to a situation and the
importance of articulating the episode

Question 14

♦ The proverbial line or gate that exists between verbal and physical
interventions

Answer 14

• This concept can be used to understand escalation and de-escalation of
conflict. The threshold between verbal intervention and physical
intervention can be considered a gate and it swings both ways; meaning it
can escalate or de-escalate depending on the situation.

Question 15

♦ Understand the importance of responding appropriately to a situation and the
importance of articulating the episode

Answer 15

• Response is more easily defended than reaction

* Certain situations may require a response, especially when force is used