Sample script: When tempers flare

Everyone's bound to disagree sometimes, but it becomes everyone's problem when issues aren't resolved quickly, says Pam Weakley, a Firstline Editorial Advisory Board member and the practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich. She asks team members to attempt to resolve issues themselves. But if they don't make amends on their own in a few days, Weakley meets with the dueling parties and uses this script to manage the situation:

Manager : I understand there's a conflict, and you were unable to resolve it on your own. Team member X, can you tell me why you're upset?

Team member X: I'm upset because ...

Manager: Team member Y, can you paraphrase what she said?

Team member Y: She's upset because ...

Manager: Team member Y, can you tell me why you're upset?

Team member Y: I'm upset because ...

Manager: Team member X, can you paraphrase what she said?

Team member X: She's upset because ...

Manager: Team member X, what can you do to help this situation?

Team member X: I can ...

Manager: Team member Y, what can you do to help this situation?

Team member Y: I can ...

Manager: Are those changes acceptable to you both? Will you apologize to each other?

Both: Yes.