Not a big fan of hypothetical as there are so many unknowns and bits of information that are important and can completely change the answer.
First I would try to get as much information about the background as possible such as info on what happend and what was said/written. It’s very important to get an as objective as possible picture of this because there is a big difference between things like:
- venting frustration;
- a heated exchange in the moment;
- a difference in perception with regards to how words and/or actions are intended versus how they are received. This can often lead to a misunderstanding that escalates further due to miscommunication;
- Toxicity in the form of ongoing harassment and/or personal attacks in and/or out of game.
With the above in mind, I would check with both parties 1-on-1 if I have an accurate understanding of the background and events and/or communications that took place. From there I would work towards getting clarification on what each party is perceiving as toxic and if it is toxicity or something else that is being perceived as toxicity.
Depending on the situation I would either stay 1-on-1 with both parties or sit down with both parties and give my views on the matter and how they could proceed from there. It could be a single occasation where some form of mediation or talking things out could clear everything up and prevent things from repeating in the future.
Alternatively it is something that repeats itself. In that case it will depend on if it is toxicity and if it is just one or both parties being quilty of it. If it is just one of the parties, I would recommend the other to block the other and move on. If that doesn’t resolve it, they should keep records of what is happening, who is involved and I will help them escalate things to CCP to get the toxicity dealt with.
If both parties or quilty of toxicity I would let them know and that they can either go their own way and stay out of eachothers way/block eachother, make it a more healthy feud or conflict for ingame content without the toxicity or warn them that things could escalate and they both have actions taken against them for toxicity.