Enjoyed the article and the comments very much. Thanks for allowing me to be a part.  I feel it begins with listening. Though I'm not yet an expect at always remaining silent, it is something I try to consciously make an effort to do. I feel like when we listen to a person explain their concerns it enables us to listen to the possible underlying issues. I try to listen to what is being said, along with what is not being said. I watch their body language and listen for tone to gauge how serious the conflict is for them. I believe listening until the person is finished with their thoughts, not shutting them down and asking questions to verify understanding allows us to come to a quicker resolution and hopefully one that is effective and a resolution everyone is happy with.