The six steps to resolving conflicts are:
Listen, empathise, find the facts, negotiate a solution, confirm understanding, close.
Listen for a while without interruption.
Empathise means; try to see it from their perspective.
Find the facts: separate the facts from the hostile feelings.
Negotiate a solution: based upon a logical evaluation of the facts, negotiate a plan.
Confirm understanding means; reaffirm the meaning of the plan and gain their cooperation.
Close means; stop arguing. Move-on to talk about something else, or simply leave.