An NGO comes after you – for the right or the wrong reasons. A journalist publishes an article. The content: inconvenient truths, or equally inconvenient fake news. Or simpler: The staff churn in your company is way above average. And no one seems to know why. The meetings, the clashes, the disagreement, the blaiming that comes with it. Yes, been there, done that. Thankfully, there were times I was not a party in the conflict. Instead I was assigned the (ungrateful?) task of figuring out how to resolve it, build bridges, and ‘get stuff done’. Not just once, but a few times. What initially was of me ‘winging it’, over time – with trial and error – turned into something more structured. Still not perfect – it never will be, there is always room for improvement – but a flight-by-instrument rather than a blind adventure. This post is my first try at illustrating, verbalising, this process.The steps I use, and what their intention is. With the hope of it being as useful to others as it is and was to me.