The Conflict De-escalation Guide

Help me de-escalate this conflict.

The conflict: [DESCRIBE — PARTIES, WHAT IT'S ABOUT, HOW HEATED]
My role: [PARTY / MEDIATOR / MANAGER]
The current temperature: [DESCRIBE]

Provide:
1. How to lower the emotional temperature first (before problem-solving)
2. How to make each side feel heard without taking sides
3. How to separate the people from the problem
4. How to shift from blame to shared problem-solving
5. The opening move to de-escalate

Address the emotions before the substance — people can't problem-solve
while they're activated. Give me the first thing to say.