Psychological competencies: Conflict management -
causes of conflicts

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Wherever there are people, there are conflicts. Frontline Police officers have frequent contact with members of the public in the course of their daily work. When simply enforcing the law, or in any emotionally-charged situation, there is a significant increase in the chance of conflict arising between them.

If handled improperly, the situation may worsen and lead to abusive argument, or worse, or dissatisfaction, and the lodging of complaint. If things are handled properly, however, service quality will be enhanced and the officer will also experience real job satisfaction. Hence, skilled conflict management is one of the psychological competencies with which modern Police officers must equip themselves. We will introduce the basic concepts and techniques in the following three issues.

To handle a conflict effectively, one must first understand the various causes leading to them. From the perspectives of social sciences and psychology, the general causal factors in conflicts are multifarious, represented here as the 'PROTECT' model.

Political Factors: refers to the prevailing political environment at that time. For example, the public expectation of civil servants or police officers, or debates over human rights and privacy, etc;

Role Conflicts: Sometimes police officers and one or more members of the general public may find themselves in confrontational roles. For example, the former is the law enforcer and the latter is the law violator.

Opinion Differences: Police officers and the general public may hold different views on the appropriateness of specific traffic rules and the way violations should be handled.

Threat: When one party in a conflict believes that what he or she considers to be significant ('face' or 'integrity') is threatened, then the conflict will persist and even escalate.

Environmental Factors: A crowded and stuffy environment may worsen the conflict.

Cultural Differences: Cultural, educational, and religious differences may sometimes lead to a difficulty in communication.

Technical Complaints: Certain citizens who want to escape from being prosecuted will try to lessen their responsibilities technically (e.g. demand to see senior officers or lodge complaints).

Apart from the above, individual differences will also play a role in the process of conflicts. Different people behave and respond differently when facing similar situations. Personal differences in experience, thinking, emotions and behavioural patterns among officers may lead to divergent outcomes in conflict scenarios. Therefore, as a professional Police officer, you must play an active role and take the initiative to learn conflict management skills and knowledge so that your competence in this demanding task can be enhanced.

Seek advice and help from the Psychological Services Group:

PHQ, Hong Kong Island and Marine: 2866-6206 (5/F, 111 Leighton Road, Causeway Bay); Kowloon and the New Territories: 2735-3739 (22/F, Ocean Building, 80 Shanghai Street, Kowloon). PEN: psg@police.gov.hk


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