CONFLICT RESOLUTION

Question 1

UNDERSTANDING CONFLICT PTRL. 1 0 2 0 . 1 0 1

Answer 1

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

Question 2

♦ The goal of conflict resolution is to resolve conflict

Answer 2

done

Question 3

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

Answer 3

♦ Various dynamics contribute to the development of conflict, to include:
• Loss of trust
• Differing perceptions
• Competition for resources
• Communication ambiguities

Question 4

♦ The three main components of conflict resolution are:

Answer 4

♦ The three main components of conflict resolution are:
• The public
• The officer
• The offender

Question 5

FORCE OPTIONS PTRL. 1 0 2 0 . 1 0 2

Answer 5

The cadet will list the following elements of the relationship between use of force
options and conflict resolution.

Question 6

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

Answer 6

• Response must be balanced

Question 7

♦ The three levels of conflict resolution are:

Answer 7

♦ The three levels of conflict resolution are:
• Non-verbal intervention
• Verbal intervention
• Physical intervention

Question 8

♦ 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

Answer 8

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Question 9

♦ 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 9

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

Question 10

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

Answer 10

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

Question 11

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

Answer 11

♦ Officer reaction and officer response to conflict are defined as:
• Reaction is an automatic, instinctive immediate action
• Response is a planned thought out action

Question 12

♦ The following are personal considerations which influence conflict resolution

Answer 12

♦ The following are personal considerations which influence conflict resolution
• 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 13

THE THEATER OF WORK PTRL. 1 0 2 0 . 1 0 4

Answer 13

The cadet will list the following concepts of “the theater of work” and how they apply
to conflict resolution.

Question 14

♦ Identifying officer roles

Answer 14

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Question 15

♦ Recognizing the stages on which the roles are acted out

Answer 15

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Question 16

♦ Importance of using scripts during situations that require generating
cooperation

Answer 16

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Question 17

♦ Identifying the audiences who are observing.

Answer 17

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Question 18

♦ 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 18

• 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 19

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

Answer 19

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

Question 20

♦ Understand that a key to conflict resolution is to prevent conflict from
happening, through the use of kinesics, proxemics, image projection,
responsiveness, and empathy

Answer 20

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Question 21

♦ Demonstrate a basic ability to de-escalate conflict. Know and demonstrate the
skills needed in verbally resolving conflict.

Answer 21

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Question 22

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

Answer 22

• 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 23

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

Answer 23

• Response is more easily defended than reaction

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