Comment vous adresseriez-vous à un membre de l’équipe qui réagit de manière défensive aux commentaires négatifs en ligne ?

It's crucial to approach the conversation with empathy and clarity. Begin by acknowledging their positive contributions and expressing appreciation for their efforts. Then, gently introduce the feedback, emphasizing that it aims to support their growth and the team's success. Use specific examples to illustrate the issues and suggest constructive ways to improve. Encourage an open dialogue, inviting them to share their perspective and concerns, and reassure them that the feedback is not a personal attack but an opportunity for professional development. By maintaining a supportive and respectful tone, you can foster a more receptive attitude and collaborative atmosphere.

I would remind the team member to stay calm and professional, suggesting we use the feedback as a chance to show we care and are willing to improve. I’d offer to help them craft a constructive response.

Approach the situation with empathy Privately discuss the importance of maintaining professionalism and the impact of their response on the brand's image. Encourage them to view feedback as an opportunity for growth rather than a personal attack. Offer support in crafting constructive responses and emphasize the value of staying calm and solution-focused. Reinforce the importance of representing the brand positively, even in challenging situations.

Online Relations at Work are not similar to the physical ones. You need a special approach to deal with people when an issue like addressing negative points. For instance try to have a meeting instead of texting, since tone in writing can be understood in negative ways sometimes. Try to start with a compliment about there effort, because people defend themselves if they feel they are weak or unappreciated. Send a general message to the group about the issue itself with an advise for fix, rather than having a direct connection with the one who made the mistake, and so he will understand.

❤️️⭐✍I’d approach the team member privately, emphasizing the importance of staying professional online. I’d offer constructive feedback on how to handle negative comments calmly and suggest strategies for improving their response. Encouraging a positive mindset and offering support in managing difficult situations can help them navigate future challenges effectively.

Je pense qu'il faut voir ça comme un enseignement. On ne peut pas tout faire parfaitement et c'est en faisant parfois des bêtises qu'on apprend. De mon côté, je lui expliquerais que si ça le touche trop, il faut peut-être laisser une autre personne de l'équipe se charger de répondre avec du détachement à des commentaires de ce style.

In my experience, I find that creating room for open dialogues is very important. Discussions where you get to acknowledge their feelings, they get to express themselves without a feeling of judgement helps foster a healthy work relationship. After giving room for them to express, you then follow up with questions and encourage them to maintain professionalism online as the goal should always be to represent the brand positively

I recommend implementing additional training programs that focus on: 1. Encouraging team members to truly understand the perspective of others before responding. 2. Teaching team members how to acknowledge and address concerns in a compassionate and understanding manner. 3. Providing strategies for resolving disagreements and misunderstandings in a constructive way.

Reiterate the importance of following company guidelines for online communication and provide clear expectations for how to handle negative feedback. These guidelines should emphasize professionalism, the importance of maintaining a calm demeanor, and the value of constructive engagement with the audience.

To maintain a positive online presence, it's essential to closely monitor how your social media team interacts with the audience. By tracking responses and setting up alerts for mentions of your brand using social media management tools, you can provide timely feedback, catch any problems early, and nip them in the bud. Using social media management tools helps you stay on top of things and keep your online reputation looking good

Tell your team to take a step back and think about how they've been talking to your followers. Self-reflection can help them grow as individuals and as part of the team. Ask them to think about if they could've handled things differently and what they can learn from it all. This helps create a culture where everyone is always learning and improving, and it makes your team more resilient when people say bad things about your brand