I know that Mike and Mark did a podcast on how to handle conflict, but if I remember correctly, that podcast dealt with situations where there was tension or animosity and you tried to "sand" those pointy angles. But what if a strong argument, an "on your face" (yelling,etc.) situation erupts in the workplace? No physical contact though.
My question comes from incidents I have witnessed from time to time in my business, which is stock market trading; raw nerves, competition among salespeople, maximum pressure in real-time, etc. The other day a strong argument erupted between two co-workers. The manager came and tried (more or less) to defuse the situation with some funny comments. It worked, somewhat... But I believe he should, after that, talked separately with each person and wag his finger and say "keep your head cool". (He didn't)
What's your take?
Thanks in advance for your input