Dealing with toxic behaviour and trolls on social media: the do's and don'ts

Don’t be unprepared for negativity on your social media. Explore impactful methods to handle moderation effectively, ensuring the credibility and integrity of your business or brand remain intact.

Course description:

If you manage a social media page, the arrival of bad behaviour is not a matter of if but when.

This training, delivered by a social media professional who has dealt with some of the most hostile comment sections in the game, provides you with the necessary tools to handle negative feedback on social media effectively. Gain insights into online reputation management's best practices and pitfalls and discover strategies to address criticism while upholding your brand's reputation.

Attendees will gain the confidence and skills to effectively manage negative comments on social media effectively, ensuring their brand remains credible and respected.

What to expect

Techniques for managing bad behaviour
Strategies to maintain brand integrity
Real-world examples and case studies
Interactive scenarios and role-playing

Who should attend:

Social media managers, customer service representatives, marketing and PR professionals and anyone managing an organisation’s social media presence

Career Level: Generalists/Specialists, strategic advisor

Course outline:

Understanding Online Reputation Management
Identifying and Assessing Negative Comments
Response Strategies: The Do's and Don'ts
Case Studies and Real-World Examples (for intermediate audiences)
Role-Playing and Interactive Scenarios (for intermediate audiences)

About the trainer:

Felicity Cull

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

At Pesel & Carr, Felicity leads a dynamic team of social media experts and content producers, dedicated to creating impactful online content and building vibrant digital communities. Her leadership ensures the delivery of compelling narratives and innovative campaigns that resonate across various sectors and platforms.

Among her notable work, Felicity led the first 18 months of the Victorian Health Department's social media response to COVID-19, showcasing her ability to manage high-stakes digital communications effectively. She’s worked with multiple award-winning teams in higher education, government and agencies, and has led social media strategies that have consistently driven engagement, raised awareness, and inspired action.

Felicity enjoys the challenge of winning followers and influencing trolls. Whether in a crisis or a campaign, she remains a trusted leader in the field.