STEP ONE

Who: Identify the source of the conflict.

Carefully map out who is involved (or should not be involved) regarding the dispute,

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To clarify the information you need, use a series of questions to identify the cause, like:

  “When did this all begin?”

  "Who was impacted"

  "Who else is involved?"

  "Who needs to know"

  "Who can support us"

  “Do you see a relationship between that and this   incident?”

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Obtain everyone's contact details if you do not already have it.

You need to give both parties the chance to share their side of the story so intially you may need to speak to them separately in a space they feel safe.

It will give you a better understanding of the situation, as well as demonstrate your impartiality.

As you listen acknowledge you are listening to them and encourage them to continue to open up to you.