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 IS DESIGNED TO SHOW A PROCESS OF AUTHENTIC CONFLICT RESOLUTIONS SUITABLE TO A WIDE VARIETY OF CONFLICTS WHERE UNDERLYING ISSUES ARE NEGOTIABLE. THE TWO SITUATIONS PRESENT INVOLVE A DISPUTE BETWEEN A GAS STATION ATTENDANT AND A CUSTOMER AND A CHILD CUSTODY PROBLEM BETWEEN AN EX-HUSBAND WHO BRINGS HIS GIRLFRIEND INTO THE HOUSE OF HIS EX-WIFE. THE FIRST SITUATION IS SHOWN AS IT IS HANDLED BY THE OFFICER BOTH BEFORE AND AFTER TRAINING. IN THE SECOND SITUATION, OFFICERS MEDIATE THE CONFLICT TO A SOLUTION WHICH INVOLVES THE SECOND RESOLUTION PROCESS - REFERRAL. AN INSTRUCTOR'S CURRICULUM GUIDE ACCOMPANIES THE FILM.