BridgeMakers

At BridgeMakers, we believe that conflict is not just something to manage—it’s something we can learn and grow from, especially when navigating challenging interactions like trolling. Our latest session on Conflict-Resilient Moderation focused on real-life scenarios where community leaders encounter trolls and disruptive behavior. Through role-playing exercises, we explored how moderators can transform these moments into opportunities for connection, while maintaining healthy boundaries.

One key takeaway from our session was the importance of humanizing trolls, even when their behavior is disruptive. In the roleplay, a participant portrayed a troll who was antagonizing a couple people who had been chatting peacefully before the troll arrived. Rather than immediately escalating the situation or removing the troll, our moderator role-player called them in rather than calling them out. This means engaging with the troll on a human level—asking how their day was, checking if they were okay, and redirecting their energy without being combative. This technique shifts the conversation from conflict to curiosity, creating a chance to understand the underlying motivations of the troll while de-escalating tension.

The troll actor shared their revelation: “I’ve never seen a moderator ask how my day was. It really gave me pause.” This small act of kindness not only surprised the troll but also shifted the dynamic of the conversation. By addressing the troll with empathy, the moderator was able to maintain control without resorting to punitive measures. This approach prevents moderators from simply ‘squashing’ trolls like bugs and instead allows them to engage, inquire, and maintain the humanity of all participants—even the disruptors.

Additionally, we learned that setting boundaries calmly is crucial. The moderator in the roleplay redirected the troll’s attention by inviting them into a one-on-one conversation instead of allowing them to continue harassing the group. This gave space for the troll to feel heard without letting them dominate or harm the collective experience.

Moderation isn’t just about shutting down conflict—it’s about managing the energy of the room. Trolls often push buttons to provoke reactions, but this moderator practiced staying composed, asking questions, and maintaining focus. By doing this, they shifted the power away from the troll and back to the community, keeping the conversation grounded and respectful.

At the end of the session, our participants reflected on how this practice gave them tools they hadn’t considered before. One moderator noted, “I’m so used to thinking of trolls as something to squash, but this was like alien talk to me—focusing on their humanity.” This realization is at the heart of conflict-resilient moderation: recognizing that trolls, like everyone else, are human, and responding to them with curiosity and calmness can lead to healthier community dynamics.

Growing Our Conflict-Resilient Skills

Moderating conflict in virtual spaces requires patience, creativity, and empathy. Through sessions like these, we’re learning how to navigate difficult conversations, call in disruptive members, and maintain a culture of respect without immediately resorting to authority.

If you’re a community leader or aspiring to become one, we are growing a library of training sessions where full access to this Conflict-Resilient Moderation roleplay will be available. Join us in learning how to create spaces that are safe, inclusive, and welcoming for all—trolls included.

Together, we can build a more resilient and connected community, one conversation at a time. 🌱