THIS APPROACH INVOLVES INTRODUCING AN IMPARTIAL THIRD PARTY INTO THE DISPUTE, GETTING THE CONFLICT TO THE POINT WHERE THE DISPUTANTS CAN TALK TO ONE ANOTHER CALMLY, AND THEN QUICKLY MOVING BEYOND THE PRECIPITATING INCIDENTS TO IDENTIFY THE UNDERLYING ISSUE OR ISSUES. TWO CONFLICT RESOLUTION MODELS ARE EMPHASIZED - THE NEGOTIATED SETTLEMENT PROCESS KNOWN AS MEDIATION AND REFERRAL TO COMMUNITY AGENCIES. THIS FILM FOCUSES ON CONTROL TECHNIQUES REFERRED TO AS THE OFFICERS' PSYCHOLOGICAL SAM BROWNE. BASICALLY, IT PROVIDES OFFICERS WITH A SERIES OF PSYCHOLOGICAL CONTROL TECHNIQUES DESIGNED TO ASSIST IN RESTORING ORDER IN AN INFLAMED OR HOSTILE SITUATION WITHOUT RESORTING TO THE USE OF PHYSICAL FORCE UNLESS ABSOLUTELY NECESSARY. TWO DISPUTE SITUATIONS ARE USED TO ILLUSTRATE THESE TECHNIQUES - A LANDLORD-TENANT DISPUTE AND A DOMESTIC QUARREL BETWEEN A RECENTLY SEPARATED COUPLE. EXCERPTS OF THE WAY OFFICERS HANDLE THESE SITUATIONS BOTH PRIOR TO AND AFTER TRAINING ARE CONTRASTED. THE CONFLICT MANAGEMENT DEFUSION SKILLS ILLUSTRATED INCLUDE HAVING AN OFFICER BLOW HIS WHISTLE TO GAIN THE DISPUTANT'S ATTENTION, SEPARATING THE TWO DISPUTANTS BY BREAKING THEIR EYE CONTACT, ALLOWING DISPUTANTS TO VENT THEIR EMOTIONS TO THE POLICE OFFICER, AND USE OF DISTRACTIONS (ROUTINE DATA GATHERING, JOKING, PERSONALIZATIONS, THE ROOKIE APPROACH). AN INSTRUCTOR'S CURRICULUM GUIDE ACCOMPANIES THE FILM. (AUTHOR ABSTRACT MODIFIED)