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How big is the community group you're dealing with? And what are the issues that are causing the toxicity and infighting?
Determine first the root cause of the problem. You won't be able to come up with solutions if you don't why these things are happening. Best of luck!
What kind of problem? Does it have to do with their work and performance? Or their personality?
Identify first what was the cause or who started it. You need to get to the bottom to solve the issue.
That's so unfortunate. I usually gather the people involved and ask them directly. 1:1 is a great option too.
Make an investigation to find out what is causing the problem. From there you can move forward. Talk to the people involved and make sure that they will feel the sincerity of your motives in keeping the community in a good relationship.
If you have a really big community, is it probably worth it to hire some moderators. That way their are multiple people on it at all time and catch things before their spiral out of control
We found that some words are triggers in the community and sent them to our coder so that when people send out post with those words it will automatically take it down
How often does this happen? and is it surrounding any particular topics
Try to identify the underlying issues that are causing the conflict. Is it a difference of opinion or values, misunderstandings, or a personality clash? Understanding the root cause can help you develop an appropriate response.
Communicate openly and honestly with the community members involved in the conflict. Let them know that you are aware of the situation and that you are working to resolve it. Encourage them to communicate with each other directly and to express their concerns in a constructive manner. Depends on the size of the community though.
Set clear boundaries and guidelines for acceptable behavior within the community. This can help prevent future conflicts and ensure that everyone is on the same page. Remember, conflict is a natural part of any community, but it can be managed effectively with the right approach. Be patient, empathetic, and committed to finding a resolution that works for everyone involved
Mediate the Conflict: Take into account enlisting the aid of an unbiased third-party mediator to assist in facilitating communication between the parties. The mediator can assist in defusing the conflict and identifying points of agreement.
Do you have a set of community guidelines/expectations? Agreed to the posts here - have a conversation with each party, let them express their concerns but also lay out the guidelines and expectations of how conversations should take place.