Unhappy customers, competitors, disgruntled employees. Social media gives all of your haters a voice and the damage can be permanent. Are you ready to protect your brand online? Discover how to stay cool during flame wars, silence social screaming matches, and minimize lasting damage with Andrea Weckerle, author of Civility in the Digital Age: How Companies and People Can Triumph over Haters, Trolls, Bullies, and Other Jerks. Download the full presentation with audio here: http://prsoftware.vocus.com/andreaweckerle?source=SM and learn how to: -Recognize your hater types and calm them accordingly -Conquer conflict with professionalism and best practices -Boost your reputation as your brand's online protector About the speaker: Andrea Weckerle is the founder of CiviliNation, a nonprofit dedicated to fighting online hostility and character assassination. In February, she published Civility in the Digital Age: How Companies and People Can Triumph over Haters, Trolls, Bullies, and Other Jerks. In additional to a JD, Andrea has an MA in Public Relations/Conflict Analysis and Resolution, and earned certificates in Commercial Mediation and Conflict Resolution Processes.

1. Defuse Digital Drama!
with Andrea Weckerle
Vocus Webinar

2. Diffusing Digital Drama
Andrea Weckerle
Founder, CiviliNation
CiviliNation

3. Web:
http://Civilination.org/
Facebook:
CiviliNation
Twitter:
@aweckerle and
@civilination
CiviliNation

4. Available at:
• C
iviliNation.org/civility-in-the-digita
• Amazon.com
• BarnesandNoble.com
CiviliNation

5. What’s the
Problem?
CiviliNation
“Hey guess what?” by Rick http://www.flickr.com/photos/spine/2442711126/

6. Where
Is It Happening?
“Blue Earth” by Catalina Olavarria http://www.flickr.com/photos/catikaoe/144550404/
CiviliNation

7. Who Cares?
Online Reputation = Reputation
CiviliNation

8. What is Conflict?CiviliNation
“Conflict (Chess II)” by Cristian V. http://www.flickr.com/photos/shyald/409601105/

9. Webinar SurveyCiviliNation

10. Webinar SurveyCiviliNation

11. CiviliNation
The Spectrum of Online
Criticism & Attacks
All is well Full-blown
online crisis

12. CiviliNation
Approaching
Online Conflict Management
as a Business Process

13. CiviliNation
The Different Types of
Online Conflicts
Source: Civility in the Digital Age (Que, 2013), page 60

14. CiviliNation
Permutations of
the Different Types
“It’s all about color” by Carol L. Simmons http://www.flickr.com/photos/carol_simmons/8335249730/

15. CiviliNation
Content-based
Personality-
based
Power-based
Identity-based
Conflict Issue
Categories

16. CiviliNation
Content-based
Personality-based
Power-based
Identity-based
Conflict Issue
Categories

17. CiviliNation
Conflict Issue
Categories
Content-based
Personality-
based
Power-based
Identity-based

18. CiviliNation
Content-based
Personality-based
Power-based
Identity-based
Conflict Issue
Categories

19. CiviliNation
Content-based
Personality-based
Power-based
Identity-based
Conflict Issue
Categories

20. Who Are The
Troublemakers?
CiviliNation
“Bedsite Table”” by Rachel Scotland
http://www.flickr.com/photos/66400171@N06/6155043473/

21. TrollsCiviliNation
Photo by Patrick Africanus in the public domain via Wikimedia
Commons

22. SockpuppetsCiviliNation
“checkuser sockpuppet” by Cary Bass
http://www.flickr.com/photos/bastique/3396034823/

23. DefamersCiviliNation
“Pants on Fire” by Mike Licht
http://www.flickr.com/photos/notionscapital/4218906145/

24. Webinar SurveyCiviliNation

25. Webinar SurveyCiviliNation

26. Difficult PeopleCiviliNation
“The evil ‘I’ “ by Janos-Csongor Kerekes http://www.flickr.com/photos/kjcs/8039318200/

27. Webinar SurveyCiviliNation

28. Webinar SurveyCiviliNation

29. Some
Foundational SkillsCiviliNation
“listen” by sanickels http://www.flickr.com/photos/9137715@N05/3261686821/
“Peace begins with a smile - Mother Teresa” by Kate Ter Haar listen”
http://www.flickr.com/photos/katerha/5261135917/

30. Your Personal
Conflict Style
Source: Civility in the Digital Age (Que, 2013), page 112
Online Conflict Style Quiz: Which One Are You? - quiz on pp. 122 of the book
CiviliNation
1. Competing: The Warrior
2. Coercing: The Bulldozer
3. Circumventing: The Dodger
4. Compliant: The Pacifier
5. Compromising: The Negotiator
6. Covert: The Operative
7. Collaborative: The Resolver

31. “Question Mark Sign” by Collin Kinner
http://www.flickr.com/photos/colinkinner/2200500024/
What Can You Do?CiviliNation

32. Do you need to respond?
If When How
CiviliNation
First Step

33. CiviliNation Next...
“Triage, First Aid Tent” by Brian Gratwicke
http://www.flickr.com/photos/briangratwicke/5898801173/

34. CiviliNation Next...
“Triage_” by Tim Seuss
http://www.flickr.com/photos/lord_yo/219762676/

35. CiviliNation
Is the other side open
to resolution?
“handshake” by buddawiggi
http://www.flickr.com/photos/buddawiggi/5987710858/

36. CiviliNation
Form of Expression
Matters, Part 1
“Male-neutral mask Plaster Mold Making model” by Douglass R. Witt http://www.flickr.com/photos/school_of_witt/8297062303/

37. CiviliNation
Form of Expression
Matters, Part 2
“Words Hit Like Fists” by Sue Cline
http://www.flickr.com/photos/suecline/2766531962/

38. Monitor Your
Online ReputationCiviliNation

39. CiviliNation Your Team
“Light Bulb #1” I love PR (public relations)” by Chick Coker
http://www.flickr.com/photos/caveman_92223/3346906435/

40. Web:
http://civilination.org/
Facebook:
CiviliNation
Twitter:
@aweckerle and
@civilination
CiviliNation

41. Next webinar:
Earned Media Success
on May 8, 2pm ET
with Todd Defren, CEO
Upcoming Event

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