Listen To Both Sides

Speak with each party separately to gain their perspective on what the tension is all about. 

Make sure that along with any emotional information, you discuss specific facts or events that led up to or inflamed the situation.

It is so easy to hear one side of the story, act on the information, and then be embarrassed when you find out that you only had half the facts.

Always remember that there are at least 2 sides to every story.

There is always an element of fools of randomness and crooks of randomness in matters of uncertainty; one has a lack of understanding, the second has warped incentives. One, the fool, takes risks he doesn’t understand, mistaking his own past luck for skills, the other, the crook, transfers risks ...