In the front of house team, there are two members of staff that have the same job role and the same level of responsibility. The first staff member Alex is 22 years of age and has worked in the restaurant for two years. The second staff member Shannon is 55 and has worked in the restaurant for six years.

The following conflict has occurred:

• Alex completed the bar close down in a certain way
• The way that Alex chose was effective and did not breach organisational procedures
• Shannon told them that their method is not the most efficient
• Shannon outlined another way for Alex to complete the task next time
• Alex is annoyed and claims that Shannon frequently interferes
• Alex feels that they cannot do anything right
• Shannon feels that they were trying to be supportive
• Both staff members begin to argue.

Answer:

As the mediator in this conflict, I would first call a meeting with both staff members to address the issue. I would start by explaining the purpose of the meeting, which is to find a solution to the conflict and ensure that both Alex and Shannon can work together effectively in the future. To start the discussion, I would use active listening techniques to ensure both staff members feel heard and understood. I would encourage both Alex and Shannon to share their perspectives on the situation, using open-ended questions to prompt them to speak. It's important to acknowledge both perspectives and avoid taking sides or blaming either party. Next, I would try to find common ground between Alex and Shannon. I would ask them what they have in common in terms of their job roles and responsibilities. This will help them see that they have a shared interest in ensuring that the bar close down is done effectively and efficiently. I would then encourage them to explore different options for how to complete the task in question. This would involve brainstorming different ideas and discussing the pros and cons of each option. As the mediator, I would facilitate the discussion and make sure that both Alex and Shannon have an opportunity to contribute equally. Once a potential solution has been identified, I would ask both staff members to agree on a course of action. I would also encourage them to communicate openly and constructively with each other in the future, so that any disagreements can be addressed before they escalate into a conflict. To assist in resolving this conflict, I would seek input from a human resources representative. They can provide additional insight into conflict resolution techniques and may be able to offer advice on how to handle similar situations in the future.

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