ABSTRACT
In this chapter, principals and their mentors explore attitudes and protocols that untangle conflicts to reveal solutions that previously seemed impossible. They
• discuss possibilities and pitfalls of assuming good will; • examine the difference between dialogue and discussion; • explore three tools for analyzing conflicting points of view: 1) six points
of view, 2) ladder of inference, and 3) unintended consequences;
• look at the roles risk, certainty, and ambiguity play in creating and resolving conflict.
