I work with this issue in small claims mediation quite frequently.

In mediation many mediators will state to the disputing parties in the opening statement that no one wins in mediation.

I assist the parties to meet in the middle. It works quite well most of the times and other times, human nature, hurt feelings, not being heard get in the way and waiting on a simple apology get in the way.

Thank you for this article.

Rox of Spazhouse, Intuitive Research and Design.