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Chapter 11
COMPLAINTS, GRIEVANCES AND CONFLICT
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Chapter 11 Learning Objectives
After completing this chapter, students will know
• Who may register a complaint
• What categories of law enforcement misconduct are often included in external
complaints
• How complaints might be reduced
• What the most common causes of internal complaints are?
• How job satisfaction, communication and performance are related
• What possible benefits conflict might generate
• What major sources of conflict exist in the law enforcement organization
• What management’s responsibility in conflict situations is
Chapter 11 Outline
Introduction
Complaints and Grievances Defined
Complaints
External Complaints
Instructor’s Manual
Internal Complaints
Causes of Internal Complaints
Reducing Internal Complaints
Complaint Policies
Handling and Investigating Complaints
Conflict
Contrasting Views of Conflict
Sources of Conflict
Individual Sources
Interpersonal Sources
Job-Related Sources
Sources of Conflict External to the Law Enforcement Organization
Managing Healthy Conflict
Avoiding the Suppression of Conflict
Understanding
Conflict Resolution Skills
Summary
Chapter 11 Summary
A complaint may be made by the general public, by people arrested or by employees of
the law enforcement department, including peers or managers. The person or group filing
the complaint is called the complainant.
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Most internal complaints are related to working conditions or management style.
Communication is directly related to job performance. Those who are dissatisfied on the
job and communicate their discontent perform better than do those who are satisfied and
do not communicate. The Pinch Model illustrates the importance of communication in
dealing with complaints and the consequences of not communicating effectively.
How managers approach conflict determines whether it is a negative or a positive force
within the organization. A healthy amount of conflict, properly handled, motivates
individuals and organizations. It exposes problems, defines causes, obtains input from
those involved toward constructive solutions and may develop new outlooks. Conflict
that opposes without antagonizing can be extremely beneficial to law enforcement
organizations, keeping them innovative and responsive to change.
Conflict may come from individual, interpersonal or job-related sources as well as from
sources outside the organization. Change is a major source of conflict. A manager’s
Chapter 11 Key Terms
arbitration turning a decision over to an individual or panel to make the final
recommendation.
complainant a person or group filing a complaint.
Instructor’s Manual
confrontation technique insisting that two disputing people or groups meet face-to-
face to resolve their differences.
crunch a major problem.
exonerated a complaint or grievance in which the investigation determines that the
matter did occur, but was proper and legal.
mediation a 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.
pinch a minor problem.
Pinch Model illustrates the importance of communication in dealing with
complaints and the consequences of not communicating effectively; a pinch, a minor
problem, can turn into a crunch, a major problem.
Classroom Discussion Questions
1. What are the factors that contribute to police violence? What is the law, generally,
regarding the use of deadly force by police?
2. How does the process of discipline operate in the police organization?
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5. Why is it important to investigate complaints immediately?
6. Can you think of an example of some pinches in your work? Crunches?
7. What are some steps to reduce conflict?
8. What are examples of destructive conflict? Constructive conflict?
Student Activities
1. In the newspaper, find an example of a public complaint against a police
department. It can be a police agency of any size, at the municipal, state, or
federal level. What is the complaint? How would you begin investigating the
complaint mentioned? What kind of morale problems might results from an
inadequate investigation?
2. You have taken a position on civilian review boards; find a recent journal article
Challenge Eleven
Lieutenant Smith is in charge of the investigations unit of the Greenfield Police
Department. He received a phone call from a citizen complaining about Detective Smug.
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Later that day, Lieutenant Smith had a meeting with Sergeant Davis. Sergeant Davis was
recently promoted and is Detective Smug’s direct supervisor. Lieutenant Smith
mentioned the anonymous complaint in passing, and Sergeant Davis nodded. Lieutenant
Challenge Eleven Questions and Suggested Answers
1. Was it appropriate for Lieutenant Smith to discuss an anonymous complaint
regarding a minor infraction with Detective Smug’s supervisor?
Yes. Although an isolated anonymous complaint concerning something as subjective
as rudeness may not merit much attention, a pattern of rude behavior does. Lieutenant
2. Why should the Greenfield Police Department be concerned about something as
minor as a complaint of rude behavior?
In this era of community policing, a police department’s image is more important
than ever. One rude officer can sour a police-community partnership and damage a
3. Should Lieutenant Smith direct Sergeant Davis to personally address Detective
Smug’s behavior?
Ideally, Sergeant Davis would resolve this situation before it festered into a greater
problem. A sergeant observes daily behavior and should correct rude behavior in a
timely manner.
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4. Is it a good idea to keep complaints and their resolutions a secret?
No, but data practices laws, union contracts and department policy all influence
5. How should Lieutenant Smith deal with Detective Smug?
An informal heart-to-heart conversation is a good start. Lieutenant Smith should
inform Detective Smug of the initial complaint and the additional information he has
learned. He needs to be very clear that the department will not tolerate rude behavior
6. What should Lieutenant Smith do if he continues to receive complaints about
Detective Smug’s rude behavior?
Lieutenant Smith should consider future complaints as formal disciplinary actions. He