There is a natural tendency in humans to avoid tough conversations, due to the fear of conflict.
But sometimes it is necessary to have these conversations, as postponing them can make the situation worse.
Asking questions as if you don't know anything about the whole problem, and listening carefully, can ease out the worst of conflicts.
Listening also makes other people get the impression that you care.
Keeping quiet can work wonders on resolving conflict, and it aids the listening part too.
Conversations are great but silence can be priceless. Don't rush to blurt out your assumptions, at least at the beginning of the dialogue.