As a coach, it's important to curb your well-intentioned impulse to solve the problem.
One of the simplest ways to practice the alignment of aikido is to listen with interest to people's stories.
The heart of most conflict is not irreconcilable differences, but irreconcilable stories.
—Joseph Grenny, Crucial Conversatsions
Chapter 2 is an overview of how to approach all the individual sessions, regardless of how many sessions are required. The primary purpose of Chapter 2 is to equip you with tools to hear and validate each party's distinct narrative of the conflict.
Chapter 3 specifically addresses what happens in the first individual session.