Billy has been a bar staff with the restaurant for 5 years and is skilled and professional. Jamie has started at the restaurant and Billy overheard them bragging to another staff member that they lied on the resume to get the job and doesn't have experience and is just winging it.

Over the month that Jamie has worked at the bar, Billy notices that the bar becomes cluttered and disorganised and the number of complaints from customers about the quality of drinks has increased during Jamie's shifts. Billy tries to train and teach Jamie the standards and expectations of the restaurant but Jamie just ignores the offers of help and rolls their eyes every time Billy talks to them.

1 busy afternoon Jamie cannot be found and the bar is packed. 30 minutes later Jamie appears again when Billy asks where they have been Jamie dismisses them and says they don't need to explain themselves to Billy. Billy becomes frustrated and yells at Jamie for being rude and lazy. The confrontation escalates and the customers see the fight increase.

As the manager you demand both staff leave the front of house and send 1 outside to calm down and the other to the managers office.

You give them both 10minutes to calm down and then call them into the break room for a meeting.

Meeting:

As the mediator in this conflict resolution scenario, I would begin by actively listening to both Billy and Jamie's perspectives on the situation. I would ensure that they both have the opportunity to express their thoughts and feelings without interruption. Next, I would empathize with both parties, acknowledging that Billy has concerns about Jamie's ability to do the job and that Jamie may be feeling overwhelmed and defensive in response. I would also remind both of them of the importance of upholding the restaurant's policies and standards. In terms of non-verbal communication, I would pay close attention to both staff members' body language and facial expressions, as these can often reveal underlying emotions or attitudes. I would strive to maintain a professional and neutral demeanour throughout the mediation process. Using appropriate and clear language, I would ask both Billy and Jamie questions to gain a deeper understanding of the root causes of their conflict. For example, I might ask Jamie why they lied on their resume and whether they feel they have been adequately trained for the job. I might ask Billy how he perceives Jamie's work performance and whether there are specific areas where he feels Jamie needs additional support. In considering cultural differences, I would be mindful of any potential language barriers or differences in communication styles. I would aim to tailor my approach to each individual's needs and preferences, while also ensuring that everyone involved feels heard and respected. Ultimately, my goal would be to help Billy and Jamie find common ground and work towards a mutually acceptable solution. This might involve setting clear expectations for Jamie's training and performance, or identifying specific areas where Billy can provide guidance and support. I would also encourage both staff members to communicate openly and respectfully with each other going forward, and to seek out additional support or guidance from management as needed.

Complete the meeting template below.

Mediation session details	Date:
Attendees:
Supporting workplace policies and procedures
Summary of conflict
Party A view point
Party B view point
Suggested resolution strategies
Evaluation of meeting
Follow up actions of meeting