R J Parry
I would include listening skills. UNDERSTAND what people are telling you. You dont have to agree with them!!! Take the time to let them "lay-out" their plan or offer suggestions, you may find a nugget of information that can assist in implementing change in your organization.
As a supervisor, I learned it isnt about being the one who knows it all but being the one who knows who can provide creditable information.
Conflict resolution suggestion: Fix the problem NOT the blame.