don't have to be rude or defensive
– concentrate on the
problem, not the person
② While trying to
resolve the conflict, keep in mind that you cannot
change the past, only the way it's remembered. Similarly, you cannot
change the future, but you can influence it based on what you do
now, in the present.
③ To salvage the
relationship, search for a solution
in cooperation with your client; re-focus his or
her attention from the problem to the solution – ask him or her,
what is it you can do to resolve the conflict.