Everyone talks about conflict resolution, but often the advice given is hard to put into practice. The key to success is thoughtful action: taking pre-defined steps that result in a better understanding, constructive communication, and well-planned follow-up. Randy outlines these steps in clear ways so every manager can understand and provides training that can be used to help everyone overcome conflict and get back on track to achieve the greater goal. From the mail room to the executive suite, conflict big or small can poison a team or company. Putting into practice the proven steps Randy shares can forever change how your company handles conflict.