I have observed over the last decade that managers' perceptions of interpersonal conflict are changing. Ten years ago, there was a tendency either to deny that conflict was usual, or to complain that it was frequent, but should not be. When managers were asked what aspects of human behaviour...

This is the second part of a practical paper showing how conflict resolution skills can be used by managers. Part I of this article appeared in Vol. 2 No. 3 which outlined the FIDO model. This emphasised the importance of working through the four key issues of Feelings, Information, Decisions...