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The primary difference between conflict resolution and conflict management in policing is that conflict resolution aims to eliminate the conflict from the situation. In contrast, conflict management acknowledges that conflict is an inherent part of life and is not always a negative occurrence (Solar, 2021). An officer who wants to resolve the conflict will strive to do just that; the goal is to achieve a resolution that benefits all parties. Suppose an officer encounters a person who is highly agitated and vocally aggressive. In that case, they may assess whether that person is experiencing a crisis and, if so, use verbal de-escalation techniques to manage the situation. However, in some situations, it is not so straightforward. Suppose an officer responds to a problem between neighbors over excessive noise. In that case, the officer will assess the situation and use de-escalation tactics to calm the complaining neighbor while also reasoning with the noisy neighbor to reduce the noise.

In a law enforcement role, conflict management involves the officer's goal to use behavioral tactics or tools to mitigate or manage conflict. The objective is to foster respect for authority and enhance the legitimacy of the police (Solar, 2021). The issue with conflict management from a law enforcement perspective is that everyone has their own perspective on law enforcement, whether positive or negative. If an officer is dealing with someone who has a poor perspective of law enforcement, their job could become more difficult simply because of a lack of trust and respect for what the officer is saying and what being a peace officer stands for. Conflict management in the policing role can be a jack-of-all-trades situation where an officer has several different roles within the job of policing. An officer may need to act as a counselor or life coach to someone going through a crisis to manage their conflict. Having a variety of conflict management tools to work with will increase the likelihood of managing conflict effectively and maintaining a positive relationship with the community. Just because a conflict has escalated, making an arrest should not always be the ultimate solution to the situation. Learning to connect with and de-escalate situations involving community members will help build or maintain a positive relationship between the police and the community.

Officers need to possess emotional intelligence to conduct their job effectively. Emotional intelligence is the ability to manage one's emotions effectively (Solar, 2021). Having emotional intelligence is easier said than done. Conducting oneself professionally and neutrally in the face of dangerous and stressful situations is one of the most challenging aspects of being a law enforcement officer. Hearing about a situation where a parent has sexually or physically abused their children can raise strong emotions in anyone; having to maintain a professional demeanor while dealing with an active situation of abuse may be too difficult for many to handle. Seeing people hurt and being able to act calmly and calculatedly to save their lives is part of the job of being an officer. Officers need to be unbiased conflict managers while professionally carrying themselves and keeping human relations in mind, all while dealing with the various situations they encounter.

There are several techniques that an officer can use to manage conflict. Simply listening is a great way to calm down a situation. Some people want to vent or have someone listen to what they have to say because no one else seems to listen to them. This can make a person feel valued by listening to their perspective. Asking great questions is a way to get the suspects to reveal their emotions. An officer needs to maintain a calm, respectful tone to avoid upsetting or reigniting a now-calm suspect. Having someone talk and then having to think and answer questions is a great tactic to get someone to think about something other than what they were upset about. An officer who makes reflective statements can show a person that they are actively listening to what they are saying. If a person feels like they are being heard, then they may be more responsive to what the officer is saying. Having a suspect take a little walk with the officer can shift the focus from what is bothering them to the act of walking or the things they see during the walk. Some people want to vent to an officer. Some people want to express their thoughts, and then they feel better. If an officer can endure the amount of time a person needs to express themselves, there are times when that is all that is required to calm someone down.

I utilized the reflective statement and the 'letting a person vent' tactics while working for the Department of Corrections for over 11 years. I have worked at a men's maximum-security prison and a women's minimum-security prison, and at both institutions, those tactics have been effective. I have found that people want to be heard and have their words valued by someone. There have been numerous times when I have let someone vent about a frustration they are currently experiencing, both big and small, and nodded my head, repeating the last thing they said before they reached a break in their story to show that I am actively engaged in what they have to say. By the end of their venting process, even if I cannot help their situation, they will still thank me for listening, or have dramatically calmed down to the point where they are no longer angry or frustrated. I was also on the hostage negotiating team for a few years, and the F.B.I. teaches tactics in hostage training that are meant to de-escalate a hostage situation. One of them is "Making reflective statements."

Solar, P. J. (2021).Police Community Relations: A Conflict Management Approach (2nd ed.). West Academic Publishing.