Keeping quiet and listening is not easy when tensions are running high.

That's what makes listening to grievances so difficult.

Yet often, a dispute can be resolved when both sides see the other sides 'pain'.

This may sound like a blinding glimpse of the obvious, but it's so often overlooked.

Take the grievance out of a situation and you'll cover a lot of ground towards a solution.

Have a look at this two minute video - you'll see exactly what I mean.