How do you handle conflicts between staff members and users?

[InMyOpinion]

Hello lovely forum admins,

conflict is bound to happen in any community and how you handle it can make ALL the difference. So, I'm curious, how do you handle/manage situations where staff members and a member clash?

Do you have a process in place for resolving disputes fairly? How do you balance supporting your team while also ensuring users still feel heard?

I'd really love to hear any strategies or real-life experiences you've had in handling these types of situations.

 

[Nomad]

I have been in this situation a few times and I tried to settle the conflict by asking both parties to let go, however, this doe snot always help. In a situation when the conflict grows bigger I always see the root of the conflict and try to find out who is at fault. Then I will try to communicate with the member privately about this new found information related to the conflict.

 

[Shawn Gossman]

I typically go into private message with both.

If the conflict is due to one or the other doing something wrong or being unfair, I'll investigate as the forum admin and take action if needed.

If they can't get along, I'll give the ultimatum that I will not remove the staff member and will not remove the member. They must get along or they can both part ways of the forum. I'll leave it up to them.

It must be handled in a mature and adult way. There is no time for childish games.

 

[fdk]

I've never had any serious issues as a forum admin between staff and regular members. Of course, I think it's important to choose staff wisely - temperament is important, but my biggest forum was a football forum, so fans of opposing teams can sometimes get a bit heated in the forums and that was completely permitted of staff too, as long as they didn't cross the line into breaking rules, which they never did. There was sometimes a bit of a rivalry between some members and some mods because they supported different teams etc, but generally it was in good humour and jest and not taken too personally.

I did on a few occasions have "complaints" from members when moderation actions had been taken against them by particular members of staff, but I never to memory found any of their actions to be without merit so would generally respond to such complaints without much leniency.