Managing Organizational Behavior 2nd Edition by Timothy Baldwin,Bill Bommer,Robert Rubin

Exercise 4

Getting Beyond Failed Negotiations
You are assistant manager at a large retail store where two of your sales associates, Chris and Terry, have been at each other's throats to the point where the conflict is now affecting work at the store and bothering others. When it first started, you brought the two together for a meeting, but you did not really know what to do and did not take an active role, and the meeting was essentially a disaster. Because they are part of your unit, the store manager has told you to "please deal with this ASAP and let me know what I can do to help."
So what would you do? What would be your first actions? How would you structure a mediation meeting that would be more likely to yield better results than last time? Any traps to avoid? Would you ask your boss to help in some way?