Tensions can flare in any workplace. You must make sure raw emotion doesn't affect employees' performance.
When confronting angry co-workers, heed the wisdom of the late William Whyte Jr., a sociologist and journalist who said, "People do not always argue because they misunderstand one another; they argue because they hold different goals."
When employees fight over dry topics such as policies and procedures, don't assume it's an academic exercise. As psychologist Kenneth Kaye said, "Within-group conflict is always personal and emotional—even if it begins with impersonal issues."