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 to harm, if he surrendered. He would just be questioned and since he has co-operated, he could go lightly.

8. This would educate me and others about his perspectives and his interests.

9. By discussing the options available for him, he could be pacified and mellowed down.

10. His interest is in going