Research has shown that whether or not a conflict between the police and the general public can be resolved depended, to a large extent, on the communication strategy that the officers employed (Wilson & Gross, 1994). Effective communication enables both parties to understand more about the standpoint of the other party, clarify and so avoid misunderstandings, and rectify prejudices. It will certainly enhance the possibility of the two parties reaching a consensus.

Good communication consists of the following three elements:

(1) Receiving - The first step to good communication is to receive information accurately. Listen carefully to what is being said and do not allow your subconscious to filter out information running contrary to your own prejudices or misperceptions. When collecting information, you must remind yourself to keep an open mind and be as objective as possible, and then listen carefully and attentively to what is being said.

(2) Processing - After collecting the information, you have to analyse it carefully so as to understand the personality, stance and feelings of the other party. Judging others by heuristics (appearance) or by intuition is tempting, but dangerous. Communication is blocked. Effective conflict management is impossible.

The following examples show how our own cognitive biases can be tackled:

(a) Labelling Effect - You think: "Decent people do not wear tattoos!"

Rational thinking - "Tattoos are personal preferences. Because some criminals and bad elements wear tattoos, you cannot assume that everyone with a tattoo is a criminal or bad element. You must never judge people by their appearance alone."

(b) Victim Mentality - You think: "I wouldn't have all this trouble if he had just followed my instructions. He's the one who started all this!"

Rational thinking - "He just been in a traffic accident. It's perfectly normal for him to get agitated. I wouldn't have liked it to happen to me."

(c) Extreme Thinking - "He broke the law and that's an end of it. There's no need to waste my time listening to fatuous excuses."

Rational thinking - "He really wants to explain and vent his grievances. I should spend some time in allowing him to express himself and try to understand him before I making further decisions."

(3) Sending - The appropriate use of 'conveyance' techniques can help you to get your message across to the other party. For example, do not be aggressive, shout, speak in a loud voice, be critical or accusatory. Be polite and speak with a calm and quiet voice. When he answers, you can paraphrase his reply to you to indicate that you fully understood him. Most people will become calmer and more cooperative if they feel they are getting your attention and you understand what they are saying rather than trying to challenge or ignore them.

On many occasions, communication starts and ends with 'non-verbal' signals. Body language. Different expressions in one's eyes, tone of voice, attitude, gestures and stance will have a significant effect on other party. It can have a strong influence on that person's attitude towards you and the degree of cooperation he will offer. It will minimise the chance of conflict.

Wilson, C. & Gross, P. (1994). Police-public interactions: The impact of conflict resolution tactics. Journal of Social Psychology, 24(2), 159-175.

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