In a company with a mix of personalities, backgrounds, ages, skills, values, expectations and work styles converging at the office there are bound to be some misunderstandings between employees. If employee relations are a part of your job, you may at times find yourself caught in the middle of feuding employees. As manager or supervisor you will have to be mediator and resolve complaints in a timely, professional and concerned manner.

First, you have to identify the problem. Bring all involved employees together to discuss the issue. Allow employees to speak to understand the conflict. Ask each employee to tell you what he or she feels the problem is. Listen to what each person has to say. Stay neutral and do not agree or disagree with any of the employees involved. Remember that the employees may not agree on what the problem is. In this case, it will be necessary to encourage the employees to discuss what they each feel the cause of the conflict is. As the mediator, you have to be neutral and should remain positive. Ask questions about the problem, the cause, etc.

Second, identify the problem and its cause. When you identify and discuss a conflict you facilitated that turned out well for the parties involved; Why was the outcome positive? How cooperative were the two parties? How open were they to discussion? Focus on the behavior that is causing the problem not the person. Remember, ask employees to don’t focus on blame. Encourage employees to explain how they feel and express their frustration. The key is to give the person a chance to confirm that they heard the other person correctly. The other person can than better clarify what they mean if what they said was misinterpreted.
Third, ask each employee for their suggestions on improving and resolving the problem. When it is possible let them be involved with your solution. For sure, they will have to compromise on each side. Confirm with them the solution and determine what changes need to be made and make an action plan.
After, be sure to follow up with the employees to ensure that the problem has been resolved to each person's satisfaction. If there is no improvement, you will have to intervene again.