Community Moderation and Conflict Resolution

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Community Moderation and Conflict Resolution

This course is part of Meta Community Management Professional Certificate

Instructor: Taught by Meta Experts

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4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 weeks to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Create and apply community guidelines that promote safe, inclusive interactions
Moderate online communities using structured, consistent, and fair practices
Resolve conflicts and manage sensitive situations with confidence and professionalism
Use AI tools to assist moderation, identify issues, and improve community safety

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

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This course is part of the Meta Community Management Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

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Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Meta

There are 4 modules in this course

This course focuses on building safe, inclusive and well-governed online communities through effective moderation, conflict resolution, and crisis management. The course covers how to create clear community guidelines, moderate discussions with confidence, and respond thoughtfully to challenging situations.

You’ll learn how to balance enforcement with a positive member experience, address misinformation responsibly, and apply inclusivity principles across community standards. This course also introduces how AI tools can support moderation workflows, helping managers identify emerging issues, improve efficiency, and make informed decisions while maintaining human judgment. By the end of the course, you’ll be equipped to support healthy community environments that foster trust, safety, and long-term engagement.

This module guides you through creating guidelines that are easy to understand, fair to enforce, and genuinely reflective of your community's values. You'll identify how to design a moderation framework that scales, communicate rules in a way that resonates with members, and strike the right balance between firm enforcement and a welcoming experience.

What's included

13 videos10 readings9 assignments

13 videosTotal 55 minutes

Introduction to the program3 minutes
Course introduction: Community Moderation and Conflict Resolution2 minutes
Introduction: Establishing community standards2 minutes
Why community guidelines matter4 minutes
Core components of effective guidelines8 minutes
Writing clear and inclusive rules7 minutes
The role of moderation in a community4 minutes
Common moderation scenarios4 minutes
Understanding the Community Standards from Meta 7 minutes
Applying platform policies to your guidelines4 minutes
Why inclusivity matters in community guidelines4 minutes
Identifying bias in rules and enforcement4 minutes
Conclusion: Establishing community standards2 minutes

10 readingsTotal 55 minutes

Course syllabus5 minutes
Framework for writing effective community guidelines5 minutes
Maintaining fairness and transparency5 minutes
Using tools from Meta to moderate effectively5 minutes
A moderator checklist5 minutes
Community Standards from Meta5 minutes
Reporting and escalation procedures10 minutes
Key takeaways5 minutes
Writing inclusive and accessible guidelines5 minutes
Summary reading: Key takeaways5 minutes

9 assignmentsTotal 270 minutes

Graded quiz: Establishing community standards50 minutes
Activity: Draft community guidelines for a new group30 minutes
Practice quiz: Developing community guidelines25 minutes
Activity: Moderate common scenarios30 minutes
Practice quiz: Moderation fundamentals25 minutes
Activity: Compare your guidelines with Meta Standards30 minutes
Practice quiz: Platform policies and compliance25 minutes
Activity: Revise guidelines to improve inclusivity30 minutes
Practice quiz: Inclusivity in community guidelines25 minutes

This module examines the most common types of online conflict, what drives disruptive behavior, and how to apply structured methods to resolve it. You'll practice facilitating difficult conversations constructively and learn how to document and evaluate outcomes so each situation becomes a learning opportunity.

What's included

12 videos6 readings7 assignments

12 videosTotal 51 minutes

Introduction: Conflict management techniques1 minute
Common types of community conflicts4 minutes
Diagnosing root causes4 minutes
Recognizing when to intervene5 minutes
Recognizing disruptive behavior5 minutes
Preventing negative interactions5 minutes
Intervening and enforcing rules5 minutes
The psychology of conflict online5 minutes
Communication techniques for de-escalation5 minutes
Choosing the right intervention style5 minutes
Conclusion: Conflict management techniques1 minute
A day in the life: Handling conflict without losing the community4 minutes

6 readingsTotal 35 minutes

Identifying conflict early5 minutes
Summary reading: Conflict scenarios and responses5 minutes
Moderating difficult members5 minutes
Summary reading: Enforcement and recovery5 minutes
Best practices for conflict mediation10 minutes
Summary reading: Moderator communication tips5 minutes

7 assignmentsTotal 215 minutes

Graded quiz: Conflict management techniques50 minutes
Activity: Analyze three community conflict case studies and propose resolutions30 minutes
Practice quiz: Understanding community conflicts25 minutes
Activity: Create a set of moderator response templates for Common Disruptive Behaviors30 minutes
Practice quiz: Managing disruptive behavior25 minutes
Activity: Write a moderator response message for a heated discussion scenario30 minutes
Practice quiz: Conflict de-escalation strategies25 minutes

This module equips you with the tools to get ahead of crises before they escalate, tackle misinformation with confidence, and communicate clearly when it counts most. You'll also explore how to rebuild trust after a difficult event and measure whether your response actually worked. Practical, actionable, and built for the realities of managing communities under pressure.

What's included

10 videos6 readings7 assignments

10 videosTotal 40 minutes

Introduction: Crisis management and communication2 minutes
What defines a community crisis4 minutes
Building a crisis response framework6 minutes
Identifying and verifying information sources4 minutes
Correcting misinformation transparently5 minutes
Educating the community about reliable sources4 minutes
Assessing the impact after a crisis4 minutes
Rebuilding member trust4 minutes
Learning from crisis response outcomes5 minutes
Conclusion: Crisis management and communication2 minutes

6 readingsTotal 30 minutes

Principles of crisis management for online communities5 minutes
Summary reading: Crisis communication templates5 minutes
Managing misinformation in online communities5 minutes
Summary reading: Fact-checking resources5 minutes
Rebuilding relationships after a crisis5 minutes
Summary reading: Community health assessment5 minutes

7 assignmentsTotal 215 minutes

Graded quiz: Crisis management and communication50 minutes
Activity: Create a crisis communication flowchart for your community30 minutes
Practice quiz: Crisis management and communication25 minutes
Activity: Develop a misinformation response protocol30 minutes
Practice quiz: Addressing misinformation25 minutes
Activity: Write a post-crisis communication for your community30 minutes
Practice quiz: Post-crisis recovery25 minutes

This module explores how AI tools can support smarter, faster, and more consistent moderation while keeping people at the center of the process. You'll identify how to configure automated systems, combine human and AI judgment effectively, spot emerging issues before they escalate, and apply ethical principles throughout.

What's included

12 videos7 readings8 assignments

12 videosTotal 52 minutes

Introduction: AI-enchanced moderation2 minutes
The rise of AI in community management6 minutes
Overview of AI moderation tools7 minutes
Choosing the right AI Tool for your community6 minutes
Setting up keyword filters and alerts5 minutes
Automating post approvals and reviews4 minutes
Monitoring and optimizing AI systems5 minutes
Using AI to detect emerging issues5 minutes
Ethics and accountability in AI moderation5 minutes
Conclusion: AI-Enhanced moderation2 minutes
Course conclusion: Community Moderation and Conflict Resolution2 minutes
A day in the life: Moderating at scale3 minutes

7 readingsTotal 35 minutes

How AI transforms community management5 minutes
Summary reading: Automation and best practices5 minutes
Configuring Meta AI for community moderation5 minutes
Summary reading: Troubleshooting automation5 minutes
Addressing bias and fairness in AI systems5 minutes
Responsible AI for community managers5 minutes
Summary reading: Ethical AI implementation checklist5 minutes

8 assignmentsTotal 395 minutes

Graded quiz: AI-enhanced moderation50 minutes
Course exam: Community moderation and conflict resolution150 minutes
Practice quiz: Introduction to AI moderation tools25 minutes
Activity: Set up a sample AI moderation workflow for a Facebook Group scenario30 minutes
Practice quiz: Implementing Meta AI for moderation25 minutes
Activity: Develop an ethical framework for responsible AI moderation30 minutes
Practice quiz: AI crisis management and ethical considerations25 minutes
Course project: Community moderation playbook60 minutes

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Taught by Meta Experts

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