When a dispute or crisis pops up, we tend to hear one side and act on it. Good leaders hear both sides and understand that both stories are usually valid – from their points of view.
Leaders must avoid being an instrument for one side or the other – which is surprisingly easy to do without even knowing it.
Get ALL the information. Sometimes, just getting the parties in a room and asking questions and listening is all you have to do. If not, you may have to declare a recess and get more information or think about it to make the right decision.