Princess Diana once said, “You can’t comfort the afflicted without afflicting the comfortable.” We afflict a lot of clients. I mean that most clients hate conflict and avoid it any way they can and they often hire us hoping we’ll just make their problems magically go away. But, like most things involving real people, it’s complicated. Learning to embrace disagreements and antagonism is uncomfortable but necessary. It’s the first step in getting better at dealing with it. This story is written about workplace conflicts, but it’s just as relevant in dealing with the public.