A Nationally Accredited Law Enforcement Training Academy

Conflict Resolution and Communication Skills for Law Enforcement are strategic conflict communication skillsets that prepares officers when faced with aggressive, resistant, and non-compliant behaviors to de-escalate tension, perform problem-solving techniques safely and effectively without the use of force.

The class integrates policing practices and the science behind conflict-resolution and decision making. Together, these have produced cutting edge conflict communication and de-escalation skills that give officers the ability to engage aggressive and resistant citizens through curiosity and critical-thinking skills before moving to force.

The class builds upon officers’ already keen observation abilities, preparing them to recognize and deal with Conflict Behavior as they interact with people who become upset. When officers recognize Conflict Behavior, they can use techniques that can expand access to information which will help them solve problems, gain voluntary compliance in difficult situations and do the work of keeping the community safe.

The class identifies and illustrates the aggressive, resistant, and non-compliant behavior that often gets in the way of an officer’s ability to de-escalate the event which leads to escalation and use of force to manage the conflicts.

Conflict Theory tells us that Conflict Behavior is “behavior motivated by a decision to defend in response to a feeling of threat” – and not just physical threat, but a threat to something that matters, to a person’s sense of self-worth, or what they interpret to be fair. When citizens feel threatened, in these ways, by an interaction with an officer, they resist, they become uncooperative, and even aggressive. Officers recognize that while these behaviors may be violations of the law, they are also Conflict Behaviors which can be managed through effective tactical communications.

Getting to the root of the Conflict Behavior and understanding it, divulges information that puts the officer in a position to solve the problem that’s prompting the citizen to act out. Finding the root cause can reduce the threat and open dialogue. It calms the citizen and encourages a positive interaction that often leads to voluntary compliance.

 The three key skills that help officers to understand a person’s conflict behavior are Notice, Verify, and Ask.

When officers use these skills they better understand a person’s Conflict Behavior, they can then position themselves to de-escalate heightened emotions and calm challenging behavior by hearing where a person is coming from and gathering useful information for effective problem solving. The class helps officers to become self-aware in stressful moments, re-engaging critical thinking