The environment around the conflict includes humor, patience, openness. Problem people are dealt with differently than problem situations. We separate people from the problems. As an organization, we are hard on the problem and soft on the people. Feedback is given on a regular basis, in non-defensive language.
Ideas get a fair hearing from people above and below the presenter of an idea.
The organization listens to itself well. Do not raise the conflict by suggesting the solution. Do assume that other viewpoints are possible. Hold all comments until the other side has finished. Encourage them to talk until they feel they have completed the message.