Conflict between employees: the 3-step method that defuses before the explosion

Here's the 3-step method to extinguish conflicts before they burn you:

🔥 1. Act quickly, but not in urgency

Don't let the conflict fester. The longer you wait, the more positions harden. But don't react in the heat of the moment. Take 24 hours to listen to each party separately, without judgment.

Concrete example: A Nairobi manager overheard two employees insulting each other during service. Instead of firing them on the spot, he called them separately the next day. He discovered it was a misunderstanding over commission sharing. A simple clarification was enough.

The rule: "Inform the employee of the allegations in a language they understand" is a legal requirement before any sanction . So why not start with a calm conversation?

🤝 2. Internal mediation (free and fast)

No lawyer needed. No court needed. Properly conducted mediation resolves 80% of conflicts in less than a week. Kenya's Labour Code encourages conciliation: a neutral mediator, active listening, and a written agreement. Conciliation is often a mandatory step before filing with the Employment and Labour Relations Court .

Concrete example: A Mombasa SME saw two saleswomen disputing over a client. The manager acted as mediator: she set the rules, let each speak, and proposed a commission split. The agreement was signed in 30 minutes. The conflict never reached KRA or court.

📝 3. A written agreement and follow-up (the detail that makes the difference)

A verbal agreement is a promise. A written agreement is evidence. Draft a simple document: what was said, what was decided, and each person's commitments. Read it aloud with the parties. Each signs.

Concrete example: After the mediation, the Mombasa manager sent a WhatsApp message to both saleswomen: "As agreed: 50/50 commission split on this client. New process: any shared client will be assigned by rotation." Each replied "OK". A week later, they were collaborating on a joint file. The conflict strengthened their collaboration.

Tip: Well-drafted HR policies prevent conflicts before they erupt . If you have a Code of Conduct, remind your teams of it. And if you don't have one, now is the time to create it.

Do it now: If a conflict is brewing in your team, take a notebook. Write down what each person told you. Separate facts from emotions. Tomorrow, meet each separately. One conversation today saves you a court case tomorrow.

Sources: Employment Act 2007, Sections 41, 43, 45 ; Employment and Labour Relations Court Act; Labour Relations Act, Part VIII ; WKA Advocates – Disciplinary Procedure Guide 2026 .

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