CHAPTER 11: COMPLAINTS, GRIEVANCES AND CONFLICT
TRUE/FALSE
1. Complaints are an unavoidable part of being a manager.
a. True
b. False
2. Conflict itself is not inherently bad and occurs anytime there is a difference of opinion
a. True
b. False
3. Employees who are dissatisfied on the job but communicate their feelings about it perform better than
do those who are satisfied and do not communicate.
a. True
b. False
4. Complaints may not be accepted by mail or over the phone.
a. True
b. False
5. Crisis management is usually proactive.
a. True
b. False
6. To discourage false allegations, the process of making a complaint should be difficult and
time-consuming.
a. True
b. False
7. Complaints require mandatory action.
a. True
b. False
8. The majority of grievances arise from dissatisfaction with physical working conditions and equipment.
a. True
b. False
9. Mediation is always informal, whereas arbitration is always formal.
a. True
b. False
10. External conflicts can be with other agencies or with the public.
a. True
b. False
11. Officers are not protected under the Fifth Amendment clause against self-incrimination.
a. True
b. False
12. The National Association of Police Organizations provides legal resources to police defendants and
their attorneys.
a. True
b. False
13. Preventing misconduct is a primary way to reduce complaints.
a. True
b. False
14. People who are arrested may file a complaint with the police department.
a. True
b. False
15. Civilian review boards typically have the power to impose disciplinary sanctions on officers involved
in complaints.
a. True
b. False
16. Roughly one-third of grievances result from some management behavior or action.
a. True
b. False
17. The potential for conflict between officers and the public exists because officers’ perception of their
duties may differ from that of the public.
a. True
b. False
MULTIPLE CHOICE
18. A sustained complaint is a complaint in which __________.
a.
the complaint is a truthful description of what actually occurred but there are no legal
grounds for disciplinary action
b.
the complaint is carried to a higher court
c.
the facts support the complaint
d.
the evidence does not support the complaint
19. A good rule to follow when investigating complaints is to __________.
a.
treat all complaints as minor
b.
delay action in order to prioritize major complaints
c.
turn all complaints over to the chief of police
d.
treat all complaints seriously
20. Small issues, if ignored or discounted, can evolve into larger, more difficult challenges that require
more effort and output of resources to correct. This is an example of __________.
a.
pauperism
b.
overreacting citizens
c.
Pinch Model
d.
principled negotiation
21. A complaint may be __________.
a.
a charge
b.
an accusation
c.
a criticism
d.
any of these
22. A good investigation of a complaint __________.
a.
protects the accused
b.
satisfies the accuser
c.
both protects and satisfies the accuser
d.
neither protects nor satisfies the accuser
23. When investigating complaints, managers should __________.
a.
collect positive facts only
b.
interview both accuser and accused
c.
collect negative facts only
d.
take only oral statements
24. In which case did the U.S. Supreme Court rule that a violation of the Fourteenth Amendment occurs
when the government uses a police officer’s statement in a criminal trial against that officer?
a.
Davis v. City of Dallas
b.
Garrity v. New Jersey
c.
Miranda v. Arizona
d.
City of Canton, Ohio v. Harris
25. Most minor complaints are investigated by __________.
a.
the internal affairs division
b.
the first-line manager
c.
the middle manager
d.
a fellow officer of the same level
26. An exonerated complaint is one in which __________.
a.
the complaint is a truthful description of what actually occurred but there are no legal
grounds for disciplinary action
b.
the complaint is carried to a higher court
c.
the facts supported the complaint, which was, in fact, illegal
d.
the complaint was false
27. External complaints usually arise from __________.
a.
fellow employees
b.
city managers
c.
citizens
d.
none of these
28. It is not advised to have senior officers investigate junior officers because __________.
a.
it can cause hard feelings among ranks
b.
it violates the police officer discipline board rules
c.
senior officers are out of touch with the goings-on of junior officers
d.
senior officers are not the junior officer’s “peers”
29. Internal complaints are usually associated with __________.
a.
working conditions
b.
management style
c.
either working conditions or management style
d.
neither working conditions nor management style
30. Internal complaints should __________.
a.
be handled lightly
b.
treat the employee as a chronic complainer
c.
always be investigated and resolved wherever possible
d.
never be resolved by explanation of decision to employee
31. A good way to reduce employee complaints is to __________.
a.
improve communications
b.
listen to what employees say
c.
improve working conditions
d.
all of these
32. Which of the following does the Pinch Model illustrate?
a.
Any complaint can come from the public.
b.
Any complaint can come from an employee.
c.
Any small complaint can turn into a larger one.
d.
The key is in keeping things quiet so as not to upset the public.
33. Concerning the grievance process, __________.
a.
the process is an employee’s right
b.
it is seldom necessary because managers’ hold a certain amount of unquestionable
authority
c.
roughly 10 percent of grievances involve management decisions
d.
all of these
34. Grievances can be against __________.
a.
fellow employees
b.
the chief executive manager
c.
first-line managers
d.
all of these
35. Which of the following is not a minimum standard for adjudication according to your text?
a.
the burden of proof is on the agency
b.
the standard of proof is a preponderance of the evidence
c.
no presumptions of truth are made regarding facts in disputes or witness credibility; all
persons are equally creditable
d.
all are minimum standards
36. The self-incrimination clause of the ___________ Amendment prohibits forcing individuals to provide
evidence against themselves in a criminal matter.
a.
Fourth
b.
Fifth
c.
Sixth
d.
Fourteenth
37. Complaints can be reduced through __________.
a.
effective training
b.
effective supervision
c.
effective recruitment and selection
d.
all of these
38. One of the hardest tasks an internal affairs unit has to overcome is __________.
a.
trust among officers
b.
public bias
c.
recruitment of officers
d.
respect from fellow department officers
39. Complaints that should be accepted include those from __________.
a.
arrestees
b.
anonymous sources
c.
juveniles
d.
all of these
40. Which of the following is not a benefit of mediation?
a.
greater officer satisfaction with complaint process
b.
greater citizen understanding of policing
c.
reduced police accountability
d.
a more efficient complaint process
41. Grievances concerning rules, regulations, policies and procedures center primarily on violations of
__________.
a.
safety codes
b.
civil rights
c.
the Garrity protection clause
d.
city ordinances
42. The final step in the grievance chain of command is __________.
a.
the courts
b.
a hearing
c.
arbitration
d.
the chief of police
43. The most frequent source of conflict is __________.
a.
department personnel
b.
officers and citizens
c.
managers and subordinates
d.
senior management and elected officials
44. If a complaint leads to an internal affairs investigation in which criminal behavior by the officer is
suspected, __________.
a.
the criminal investigation should be conducted first, including giving the Miranda warning
if applicable
b.
the administrative investigation should be conducted first, including the Miranda warning
if applicable
c.
the criminal investigation should be conducted first, including a Garrity warning if
applicable
d.
the administrative investigation should be conducted first, including a Garrity warning if
applicable
45. If investigative facts are insufficient to support an accusation, the complaint or grievance is
__________.
a.
exonerated
b.
unfounded
c.
sustained
d.
not sustained
46. Demographic analysis shows 75 percent of all complaints against the police are made by __________.
a.
White, married males over the age of 40
b.
non-White, unmarried males under the age of 30
c.
non-White, unmarried females under the age of 40
d.
non-White, married males over the age of 40
47. Officers most likely to receive complaints against them were __________.
a.
those assigned to patrol duties
b.
those assigned to the investigative division
c.
those over age 45, with more than 12 years of police experience
d.
those with a college degree
COMPLETION
48. The process of dispute resolution in which one or more impartial third parties intervenes in a conflict
or dispute with the consent of the participants and assists them in negotiating a consensual and
informed agreement is called _______________.
49. A person or group filing a complaint is called a(n) __________________.
50. Complaints handled inappropriately often become _________________.
51. The Pinch Model illustrates the importance of __________________ in dealing with complaints and
the consequences of not doing so effectively.
52. A person filing a grievance is known as a(n) _________________.
53. A process that turns a decision over to an individual or panel to make the final recommendation is
called ________________.
54. When a complaint is made in which the act did not occur or the complaint/grievance was false, it is
often referred to as __________________.
55. Although some conflicts are negative in nature, ___________ conflicts challenge the status quo and
offer constructive alternatives.
56. _________________ protection is a written notification that an officer is making his or her statement
or report in an internal affairs investigation involuntarily.
57. A ______________ is a major problem, whereas a _________ is a minor problem.
MATCHING
Match each statement to the item listed below
a.
complaint
d.
grievance
b.
crunch
e.
pinch
c.
Garrity protection
58. written notification that an officer is making a statement or report involuntarily
59. a formally registered complaint
60. a major problem
61. a small problem or interpersonal disturbance between individuals
62. a statement of a problem
ESSAY
63. Illustrate the Pinch Model and discuss the significance of communication in it.
64. Discuss the controversy surrounding use of civilian review boards—what claims are made by
proponents and opponents of such boards.
65. Explain Garrity protection and discuss the circumstances under which it applies.
66. What is accomplished by healthy conflict? What are the keys to maintaining healthy conflict?
67. What major sources of conflict exist in the law enforcement organization and how do managers’
actions affect departmental conflict and conflict resolution?