Bring employees together, present problem and consequences and ask each to verify accuracy. Ask for ideas on how to resolve problems and add your own. Use best suggestions to develop a plan of action to resolve present and prevent future conflict. Gain commitment from employees on the solution. Express your confidence that the problem will be solved with the help of employees.
Many times there is little, if anything, a manager can do to solve the problem.
By listening and not becoming defensive, a manager creates an environment where the employee will not be demotivated. Listen and avoid responding with hostility or defensiveness. Be careful of body language. Move the discussion to a private location and request a full description of the complaint. Show the employee you understand what is being said by active listening.