---
title: "Rules of Engagement: Managing a Disgruntled Member"
id: "17684"
type: "post"
slug: "rules-of-engagement-managing-a-disgruntled-member"
published_at: "2013-06-01T11:00:48+00:00"
modified_at: "2013-06-01T11:00:48+00:00"
url: "https://associationsnow.com/2013/06/01/rules-of-engagement-managing-a-disgruntled-member/"
markdown_url: "https://associationsnow.com/2013/06/01/rules-of-engagement-managing-a-disgruntled-member.md"
excerpt: "How to keep a disgruntled member from running wild on your social media presences."
taxonomy_category:
  - "Ethics"
taxonomy_post_tag:
  - "AssociationsNow"
  - "conflict resolution"
  - "member relations"
  - "Membership"
  - "organizational health"
taxonomy_content_format:
  - "Article"
taxonomy_role:
  - "Association CEO / Executive Director"
  - "Executive Team"
  - "VP"
taxonomy_persona:
  - "Association Professionals"
---

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 » Rules of Engagement: Managing a Disgruntled Member

In the age of social media, a disgruntled member can be a major, public thorn in your side. Don’t let bad emotions simmer. Instead, respond swiftly:

Be direct and open. Backroom discussions, subtle confrontations, and other passive-aggressive reactions will not solve the problem. Shine a bright light on it and prove the organization can handle hiccups. There will always be hiccups.

Understand emotions. Like any customer service issue, a disruptive member’s concern may have a high level of emotion attached. A logical argument won’t satisfy an emotional fit. Help the member relax and lead you to a logical solution.

Look to your member ethics policy. The key to finding a satisfactory solution turns on if the member wants something more than just to cause trouble. If the member’s concern is worth setting up a panel to review the grievance, do it, document it, run it fairly, and move on. A good conflict management seminar for your board or even an independent mediator might help.

(Veer photo)

[Eric Duchinsky](https://associationsnow.com/author/eric-duchinsky/)

[More articles by this author](https://associationsnow.com/author/eric-duchinsky/)

Tags: [#conflict resolution](https://associationsnow.com/tag/conflict-resolution/)
 [#member relations](https://associationsnow.com/tag/member-relations/)
 [#Membership](https://associationsnow.com/tag/membership/)
 [#organizational health](https://associationsnow.com/tag/organizational-health/)

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