The most important idea to keep in mind in order to settle and even WIN a conflict is
RAPPORT IS THE GLUE IN HUMAN RELATIONS.
WHAT MOST PEOPLE DO NOT KNOW IS THAT YOU DO NOT HAVE TO LIKE THE OTHER PERSON IN THE CONFLICT TO REACH RAPPORT AND A SATISFACTORY CONCLUSION.
There are levels of rapport, and even a small amount of rapport can get you past the conflict. How do you get a small level of rapport? Listen while the other party or parties state their position. Listening is the magic ingredient in communication. Ask the other person, “What would you like to see (hear) happen in order to settle this to your complete saisfaction?” Then, LISTEN. This may not be easy, but neither is living with conflict. If you say, “Tell me more.” now and then, eventually they will stop talking and you will discover that rapport has slide into the interaction.