Conflict Resolution

Imagine you were an officer confronted with one of the following hostage situations:

In the process of an armed robbery at a convenient store the clerk activates a silent alarm you and other officers arrive at the scene while the perpetrator is still inside. The perpetrator panics when he sees the police and immediately grabs a hostage. He is demanding you leave so he can escape.

Here, my role is to settle the conflict between the perpetrator and others, including myself.

1. I shall engage the perpetrator (hereafter, the subject) in conversation. This is necessary to relate to him.

2. First, I need to make him talk. So I would listen to him and ask him to say what he wanted.

3. In this manner, I would elicit background information about him from himself and also from my colleagues/Head quarters.

4. Based on the information, I would decide to fight or wait for my opportunity to win over him.

5. I would tell him through my words and body language that I am here to help him and thus win his trust.

6. I would engage him in open conversation, and assist him in venting emotions. Also, I would talk with him about his commitments.

7. Then, moving on to his area of concerns, I can make him agree to discuss his issue of attempted robbery. I would satisfy him psychologically that he would not come