First point is Define the Problem 

Structured, systematic group management is better than intuitive trial and error at accomplishing consensus and creating actual change.  How to get many indiviiduals to cooperate rather than compete.

To put the problem in print to see, then build from inside out for solution by going thru steps.

I would recommend to any admissions rep. This was a great course 

Brainstorming is ideal for challenging situations

Solving with creativity

Plan to be more calm and gather more info with a plan and check back

Great tutorial!  

My action plan is to incorporate of lot of these strategies into my day-to-day whirlwind.  When managing people, it's always important to reinvest into your human capital.

It must be a multi-faceted approach to meet the critical components to be successful.