Role Play

It's interesting to see how people can become so focused on one objective, they fail to see other options. Just like beating a dead horse. Watching and listening re-enforced some things about problem solving on the mission:
F irst of all, jump straight to the problem, they often can be resolved that way, but if not, shift to something that the person feels more comfortable with, and once you can get them to relax, it often helps communication flow more freely, allow both sides to open up more to Column B, not just column A
It is also interesting to see all the different Possible responses to a problem, get in a fix it, or make the person nice and cozy, or even in a worst case senario, yell and punish so it doesn't happen again.
Personaly I'm a big fan of using a blend of the Humanistic and getting straight to the problem, when something needs to be fixed, fix it don't beat around the bush, but if the person you are talking to doesn't trust you, they'll never open up to the point that you can understand their point of view. That is when problems can truely be solved, when one can see another person's point of view.