There is what happened and the "STORY" about what happened.
Be hard on the problem & Soft on the person
Solution is not to blame or shame
Frame the issue to find some middle ground
You as a "Team Lead or Project Manger" is only as strong as your weakest link
"Silence is Power" - This will let the other person give up more
Always have your BATNA ready - Best Alternative to Negotiating Agreement
There is always 3 things involved in a conflict
1) Perception
2) Communication
3) Emotions
Dealing with Difficult People
Conflict Resolution Framework
