Police Training: Communication Skills and Conflict Resolution 79Tactics of conflict resolution include a large group of behaviors which are in-
tended to either gain compliance in an interaction or resolve the interaction in a way
satisfactory to both parties (C. Wilson & Gross, 1994). Such tactics are necessary
when two parties have goals or desires in an encounter which are incompatible,
yet the interaction must end in some sort of compromise. This scenario describes
the great majority of interactions involving the police and the public. The question
becomes, "What tactics do police officers generally employ in public situations, and
what other (better) options are available to them?"
C. Wilson and Gross (1994) note that the tactics officers use are dependent
upon the citizens' socioeconomic status, gender, ethnicity, and age. Chosen tac-
tics have also been related to the degree of citizen compliance and perception
of intoxication (R. Worden, 1989), as well as to the neighborhood in which
the encounter occurs and the specific police department's attitude toward tactics
for gaining compliance (D. Smith & Klein, 1984). Toch (1985) and others have
implied that the attitude of specific officers upon entering an interaction can
increase the likelihood of a conflict occurring or even escalating. Some officers,
whose chosen goal is to obtain compliance from the citizen, may behave in a
way that increases the probability of a negative (confrontative or escalated)
interaction. These officers may perceive coercive tactics as the most effective avail-
able strategy for dealing with the situation. On the other hand, officers who pre-
fer problem-solving tactics would be less likely to increase the existing tension
in the interactions with citizens (C. Wilson & Gross, 1994). Problem solving
is one method of nonconventional conflict resolution to which we now turn our
attention.
Common, or conventional, methods of conflict resolution for police officers
include legitimate use of physical force, arrest, coercion and/or threats to arrest,
and avoidance (Cooper, 1997). These tactics are commonly employed in conflict
situations and admittedly are necessary on occasion. The issue is whether more
appropriate tactics are available that would allow an officer to address a volatile (or
potentially volatile) situation in a more productive and less injurious way. Cooper
(1997) refers to methods which do not involve force, coercion, or arrest as nonconvcn-
tional conflict-resolution methods. These methods include mediation, arbitration,
third-party negotiation, facilitation, reconciliation, counseling, problem solving,
and problem management. He contends that these methods are suitable for ad-
dressing situations such as "disputes or conflicts characterized as public, barricade
situations, community-based, and interpersonal" conflict (p. 88). Further, the ef-
fectiveness of such techniques on a global scale requires not only increased usage,
but also perfecting the manner in which they are used. A more in-depth discussion
of the various methods previously outlined is not necessary here. The point worth
noting is that there are a number of conflict-resolution tactics available to police
officers which may not be typically employed, but are useful in the appropriate
situations.