RE: The best way to solve a problem is to listen to both parties
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It is really a noble act to reconcile disputes. I really love the two factors you suggested, they are very powerful. Without knowing what happens you would not be able to give a proper solution and every mediator should always be smart enough to calm down the situation on ground and not stirring it up again.
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I agree with you. Being a mediator we must also be fair, not impartial.
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