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Laura Ulrich, Training & Conditioning Magazine, December 2009

According to Kaplan, one challenge of behind-the-scenes conflict resolution is remaining neutral. "When you're talking with one party alone, it's easy to create the impression you're taking that person's side," she says. "You can end up saying things you wouldn't say if you were talking to the other party, and when you do that, you've moved from mediating to something more like gossiping. It's important to keep your comments neutral and professional."