Time was when managers handled conflict by saying: “Sort it out before I have to!” This book suggests that rather than standing back, managers should be mediators and help people in dispute “to explore and understand their differences and, if possible, to settle them”. Here, mediation is emphatically distinct from arbitration. While arbitrators tend to listen first and then make decisions, mediators help those in dispute to solve their problems. There are a variety of skills to be learnt here from the authors’ extensive experience.