How Sensemaking Helps You Understand What Your Customers Want

This video from Harvard Business Review is good for those in the mediation/conflict resolution business. Why do we respond the way we do–the “hidden scaffolding”–that plays out. This speaks to the need to understand the interests that underpin the positions taken by someone. Why does someone want peace? Why does someone want the conflict resolved? Why does someone choose mediation instead of litigation?

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