Click on YouTube link for a quick overview. 

Early intervention is the best in all cases, by keeping the following points in mind; most situations will be resolved amicably:

• Be professional
• Remain calm
• Address the problem – not the emotions
• Focus on the person
• Be fair
• Be confident and open
• Be firm

Remember that 90% of conflict occurs not because of what was said, but the tone in which it was said!

Click here to view full HBA Conflict Management Policy.