How do you deal with troubled members?

[Jay™]

This is a common question that many community managers face. There is no one right answer, but here are some general tips I have found on other boards that might help:

1. - Try to understand the root cause of their behavior. Sometimes, people act out because they are frustrated, unhappy, or left out. They might need empathy, support, or guidance to overcome their challenges.
2. - Communicate clearly and respectfully. Don't ignore, dismiss, or attack them. Instead, acknowledge their feelings and concerns, and explain your expectations and boundaries. Use positive and constructive language and avoid blaming or shaming them on open forums.
3. - Offer solutions and alternatives. Don't just punish them if they are breaking the rules or causing problems. Instead, help them find ways to improve their situation and behavior. For example, you can suggest resources, tools, mentors, or other options that might benefit them.
4. - Involve other members if needed. Sometimes, you might need to enlist the help of other members to deal with troubled members. For example, you can ask for feedback, advice, or support from other community moderators, leaders, or experts. You can also encourage positive peer pressure and social norms by highlighting other members' good examples and behaviors.

Know when to let go. If all else fails, and the troubled member is unwilling to change or cooperate, you might have to end the relationship. This is a last resort but sometimes necessary for your community's health and harmony. Depending on the platform and situation, you can do this by banning, blocking, or removing them from your community.

 

[PGen98]

Yeah, talk is always the best option, if you can make it happen. Understanding the root of the problem and finding creative solutions goes a long way, but there are those who just...can't get along. In those cases there aren't really many choices.