Hear both accounts of what happened
Talk to each side separately. Ask for a specific incident, the outcome they wanted, and the constraint they faced. In this example, sales wants to keep the customer and operations is responsible for capacity. In the joint meeting, compare the sequence of events and establish what information each side had when the commitment was made.
Change one step in the workflow
Agree that sales gives a date after checking capacity and that operations replies that working day. If there is no time to check, tell the customer when to expect a firm answer. Two weeks later, count how many commitments had to be reopened and how many requests stalled while waiting for confirmation.
When a different route is needed
Use the organisation’s designated process for reports of threats, harassment, or discrimination. People need to know how to raise a concern and who is responsible for handling it.