The three studies focused on conflict resolution tactics and their influence on the resistance that patrol officers encounter during police-citizen interactions, the influence of patrol officers' anger and assertiveness on the level of resistance experienced from citizens, and differences in the behavior of skilled police officers and average police officers. Results revealed several factors that contribute significantly to the chance of an injury to a police officer or citizen during a police-citizen interaction. These include officers' personality characteristics, particularly problems in anger control and the effective display of assertiveness; officers' preference for arrest or physical coercion over bargaining and compromising; and the use of verbal abuse and physical acts that antagonize citizens. Findings also suggested that these factors may be mitigated through appropriate police selection procedures, training and evaluation of skills in human relations and conciliation, structured socialization experiences and effective and ongoing supervision and monitoring. In addition, the organization must accept accountability for its employees' behavior. Findings demonstrated the important role of the police organization in managing its employees' behaviors to reduce risks of injuries and to manage the financial and social costs of employee injury on patrol. Figure, table, and 31 references