Helping Two Employees Resolve a Conflict

A complete 90-minute session that teaches managers a fair, five-step process for helping two employees resolve a conflict, practiced in a full three-person mediation meeting with private role cards.

Who it is for

• Small-business owners with no HR department who need a fair way to handle friction between two employees.

• Managers and supervisors whose team includes two people who have stopped working well together.

• Shift leads and team leads who see a conflict spreading to the rest of the team or to customers.

• HR, trainers and L&D professionals who want every manager to handle conflict the same, fair way.

The problem it solves

When two employees clash, most managers either wait and hope it passes, or call both people in and decide who is right. Both usually make it worse. This kit teaches managers to choose the right path (coaching one person, mediation or the formal process), hear each person privately, turn complaints into specific behaviors, run a five-part joint meeting while staying neutral, write an agreement anyone could check and follow up two to three weeks later. It also makes clear when mediation is not the right step.

What is inside

Five steps: Decide and prepare, Hold separate conversations, Run the joint meeting, Write the agreement, Follow up.

In-person kit

• Facilitator guide, 49 pages (Word): how to use the kit, session overview and agenda, a plain-language primer on workplace conflict, when mediation is and is not suitable, the five steps in depth, the separate conversations, the five-part joint meeting with suggested words, difficult moments, things to avoid saying, writing actions anyone could check, following up, examples for five kinds of workplace, answers to the questions participants ask, a preparation checklist, eight timed segments with SAY / DO / ASK / WAIT cues, the Scenario A script with a written agreement, answer keys, the cases at a glance, tricky moments, a 30-day follow-up plan and ways to adapt the session.

• Slide deck, 27 slides (PowerPoint), with speaker notes that repeat the guide's cues and timing.

Virtual kit

• Virtual facilitator guide, 38 pages (Word), with a producer cue sheet, polls, chat prompts and every role card and brief ready to send privately.

• Producer run sheet, 4 pages (Word).

• Virtual slide deck, 28 slides (PowerPoint), with PRODUCER actions in the notes.

Workbook and handouts

• Participant workbook, 17 pages (Word and PDF), including a personal plan, questions to ask HR or your manager, and a follow-up log.

• One-page job aid: five steps to a working agreement (1 page).

• Handout 1: Which path? Coaching, mediation or the formal process (2 pages).

• Handout 2: Separate conversations, with Replay Test practice and a filled-in preparation sheet (2 pages).

• Handout 3: Six practice cases with a private role card for each employee, set in a physical therapy clinic, restaurant, warehouse, furniture store, office and electrical contractor (3 pages).

• Handout 4: Manager briefs and observer checklist (2 pages).

• Handout 5: Joint meeting plan with suggested words and difficult moments (2 pages).

• Handout 6: Agreement form, with a filled-in example and practice (2 pages).

• Handout 7: Follow-up check, with a filled-in example and a LOOP planner (2 pages).

• Answer key for the facilitator (3 pages).

How to use it

1. Read the facilitator guide and complete the workbook yourself (about three hours). Find out your organization's formal process for complaints.

2. Print the workbook and handouts, and cut the case cards so each person receives only their own.

3. Run the 90-minute session in person or online. Every step tells you what to do, what to say, what to ask and when to wait.

4. Use the 30-day follow-up plan so managers use the five steps on real conflicts, with support.

No training or mediation experience is needed. If you can run a team meeting, you can run this session.

Formats and file types

• Word (.docx): facilitator guides, producer run sheet, participant workbook. Fully editable.

• PowerPoint (.pptx): in-person and virtual decks with speaker notes. Fully editable.

• PDF: participant workbook, job aid, handouts, case cards and answer key, ready to print.

• Fonts: Fraunces and Nunito Sans (free from Google Fonts).

• Licensed for internal use by the purchasing organization.

Frequently asked questions