Dealing with Toxic Behaviour and Trolls on Social Media

The do's and don'ts: be ready before the bad behaviour arrives – and protect your brand

If you manage a social media page, the arrival of bad behaviour isn't a matter of if but when. This training — delivered by a social media professional who has handled some of the most hostile comment sections around — gives you the tools to manage negative feedback on social media effectively.

You'll gain insights into the best practices and pitfalls of online reputation management, and discover strategies to address criticism while upholding your brand's reputation. It's delivered as a three-hour session for those who want an in-depth exploration of online community management.

For teams seeking a more advanced approach, a bespoke three-session moderation masterclass is available, with tailored insights for your audience.

What to expect:

• Apply practical techniques for managing bad behaviour and negative comments

• Use strategies that maintain your brand's integrity under pressure

• Draw on real-world examples and case studies of online reputation management

• Practise your responses through interactive scenarios and role-play

• Manage negative comments with confidence, keeping your brand credible and respected

Who should attend:

• Social media managers

• Customer service representatives

• Marketing and PR professionals

• Anyone managing an organisation's social media presence

Career Level: Generalist/Specialist, Strategic Advisor

GCCC certification professional development

• Planning to apply for CMP or SCMP certification? This course provides 3 qualifying training hours, which can be counted towards the professional development requirements for your certification application (completed within the two years before you apply).

• Already CMP or SCMP certified? This course is eligible for 3 continuing professional development (CPD) points towards maintaining your certification.

Course outline:

Understanding Online Reputation Management

• The best practices and pitfalls of protecting your brand online
  

Identifying and Assessing Negative Comments

• Reading the situation and judging when and how to respond

Response Strategies: the Do's and Don'ts

• What to do — and what to avoid — when responding to negativity

Case Studies and Real-World Examples

• Learning from real hostile comment sections

Role-Playing and Interactive Scenarios

• Practising your response strategies on real world difficult comment sections

Participants will receive:

• Practical moderation techniques and response frameworks

• Online reputation management best-practice guidance

• Real-world case studies and worked examples

• Certificate of attendance

About your facilitator

Felicity Cull

Co-Founder, FeBa (training arm of Pesel & Carr); Digital Content Strategist, Pesel & Carr; IABC Asia Pacific Academy Partner

Felicity Cull is a seasoned digital content strategist and co-founder of FeBa, the training arm of Pesel & Carr. Combining teaching and research experience from her time in academia with hands-on expertise in content marketing and social media operations, she brings a unique blend of tertiary-education acumen and practical know-how to her work.

At Pesel & Carr, Felicity leads a dynamic team of social media experts and content producers, creating impactful online content and building vibrant digital communities across many sectors and platforms.

Among her notable work, she led the first 18 months of the Victorian Health Department's social media response to COVID-19, managing high-stakes digital communications at scale. She has worked with multiple award-winning teams across higher education, government and agencies, leading strategies that drive engagement, raise awareness and inspire action. Whether in a crisis or a campaign, she remains a trusted leader in the field.