Learn about the reasons for the problem, the factors that contribute to it, and the different ways it is seen and understood by other key players. Gather that information just as you gather information in making a clinical diagnosis. Rule out solutions that don't work and focus your attention on those that will. Many people line up to judge whether solutions are fair or not. On matters of patient care, medical business or organizational decision-making, it is wise to establish a standard of fairness that all parties are willing to accept.
Any solution is measured against that agreed-upon standard.
Never negotiate when you're angry. The speech you make when you are angry is the one you are most likely to regret. Emotions naturally come into play when we negotiate, especially when there is a lot at stake. Sadness, disappointment, elation, fulfillment and confusion are all part of the experience. The question is whether you are in control of your emotions or your emotions are in control of you.