Clarify the actual issue
Separate observable events, business impact, interpretations and personal reactions before deciding what happened.
- Hear relevant perspectives
- Review available evidence
- Address urgent safety concerns
Facilitate a productive conversation
Set respectful ground rules, identify shared goals and focus discussion on behavior, needs and workable next steps.
- Do not force false agreement
- Manage power differences
- Pause if discussion becomes unsafe
Document and follow through
Record agreements, responsibilities, deadlines and any formal actions, then check whether the problem is improving.
- Protect confidentiality
- Use consistent policy
- Escalate serious matters appropriately