Rule violations, disrupting activities, or demonstrating disrespect towards other users by a single one can undermine a well organized collective activity and poison the environment for everyone involved. Community manager’s task is to keep the users’ faith, a feeling of safety, and mutual trust within the group. The tools they need to use are kindness, respect, and effective communication.
Topics covered in this chapter:
- What does a conflict mean?
- Why do conflicts emerge?
- What is the difference between constructive and destructive conflicts?
- What do destructive conflicts in online communities look like?
- What do constructive conflicts in online communities look like?
- How to keep a conflict in online community constructive?
- What are the best tips and tricks on how to listen to users effectively?
- What prevents one from communicating effectively during a conflict situation in an online community?
- What are the levels of listening?
- What is the Thomas-Kilmann model and how to use it to resolve conflict situations in an online community?
- How to be assertive and cooperative according to Thomas-Kilmann model?
- What are the behavioral strategies according to Thomas-Kilmann model?
This is a fragment of a draft of the book “Lessons Learned While Working On Stack Overflow”. Read the full book on kindle or the paperback version.