See the link below for his full blog.
Most conflict tends to be spontaneous, often emotionally charged and usually trivial – that’s why we can’t always remember how they started or what they were about. This is rarely the case in a business context. Winning an argument shouldn’t be left to chance. Success is down to careful planning and picking your moment. Just remember that there are two elements to winning an argument: “making” the argument and “taking” it. Lots of good arguments fall on deaf ears, so it is vital that your opponent takes it in.