Conflict Resolution Skills Flashcards

An officer is attempting to resolve a dispute between landlord and tenant over property damage. The tenant suddenly discloses that they fear retaliation from the landlord. The officer's priority shifts to:

Answer: Assessing the safety risk and informing the tenant of available protective resources

A disclosed fear of retaliation elevates the encounter to a potential safety issue that must be assessed and addressed before property matters.

A person involved in a conflict refuses to make eye contact with the officer and gives only yes/no answers. This behavioral pattern most likely indicates:

Answer: Fear, distrust, or cultural norms — not necessarily deception or guilt

Avoiding eye contact can stem from fear, cultural practices, shame, or anxiety and should not be interpreted as a reliable sign of deception.

Which of the following represents a BATNA (Best Alternative to a Negotiated Agreement) in a police negotiation context?

Answer: The tactical option available if negotiation fails — such as a tactical entry

BATNA is the course of action a party will take if no agreement is reached; in police negotiation it is typically the tactical fallback.

During a welfare check, an officer encounters a person who is extremely upset but not in immediate danger. Which approach best balances safety and conflict resolution?

Answer: Introduce yourself, explain the reason for the visit, and invite the person to talk about their concerns

A calm introduction with transparent purpose lowers defensiveness and opens dialogue on the person's actual needs.

An officer is trained in Crisis Intervention Team (CIT) techniques. When encountering a person in a mental health crisis, the officer's primary goal is to:

Answer: Slow the situation down, build rapport, and connect the person to appropriate mental health resources

CIT training prioritizes safety through de-escalation and linkage to mental health services rather than enforcement as a first response.

A supervisor notices that an officer consistently escalates verbal disputes into physical confrontations unnecessarily. The most appropriate supervisory response is to:

Answer: Provide targeted coaching, remedial de-escalation training, and increased oversight

Proactive coaching and training address the skill gap before it results in misconduct, injury, or liability.

After a conflict has been resolved on scene, the best practice for an officer regarding follow-up is to:

Answer: Document the resolution, provide relevant referrals, and note any conditions that could re-ignite the dispute

Thorough documentation and proactive referrals support long-term resolution and create a record if the dispute resurfaces.