Conflict Resolution

Everyone’s Talking, No One’s Listening

by

There’s this thing that happens sometimes during our Last Call raid nights, especially on progression when the boss is just about to die.

We panic.

Not in the “we’re going to wipe” kind of way, but in the “everyone suddenly starts calling all at once” kind of way. You hear someone yelling about a mechanic, someone else calling a cooldown that was already used, another person shouting “just nuke it!” and suddenly Discord turn into a blender of noise.

I get it.

Emotions run high.

That boss is at 3%, your hands are sweating, and everyone wants to be the one who helps secure the kill. But more often than not, what actually happens is the opposite: confusion, overlapping calls, panicked misplays, and sometimes… the wipe at 0.5%.

That’s the “too many cooks” problem.

Where It Hurts Most

In high-stress moments, clarity is everything. But if three different people are shouting over each other, you get:

  • Duplicate cooldowns (because two healers panicked and popped externals)
  • Missed mechanics (no one heard the actual callout in the noise)
  • Players zoning out (because comms became overwhelming or contradictory)

It’s one of the sneakiest ways a raid loses coordination, especially on a team like ours that only raids twice a week for six hours and needs every pull to count. Just focus on playing the game.

How We’re Tackling It in Last Call

This season, I’ve started experimenting with a more structured approach:

Assigned callers

Every major mechanic has a designated voice. One for healing cooldowns (if it isn’t already assigned). One for raid movement or “soaks.”

Calmness over volume

We’ve talked a lot about tone. You can be urgent without yelling. A calm voice cuts through better than panic. If our leaders stay composed, people are less likely to panic when the boss hits 5%.

“If You’re Not Assigned, Don’t Speak” Moments

Especially near the end of a fight, we’ve had to remind players to stay focused in the final phase unless there is a need to say something critical (like a death or emergency CD). This has helped us immensely in pushing clean kills.

Pre-Pull Prep

Sometimes the panic happens because people aren’t sure what’s happening next. So, before pulls, we quickly run down what is expected to happen so it’s fresh in everyone’s mind. The more we prepare, the fewer mid-pull panics we endure. This is useful when seeing new phases for the first time. It also emphasizes what players are supposed to do in given situtations so they can drill for it.

It’s About Trust

Letting go of the need to call everything takes trust. You need to believe your designated caller will handle it. You need to believe your healers know when their defensives are up. You need to trust the process. Most importantly, the team needs to be quiet. It’s so frustrating to me when the cacophony of voices starts erupting. Just play the game.

When the comms are clean and the team is focused, then the boss goes down without this frantic chaos.

That’s the hope.

How Safe is your Guild Bank from Social Players?

by

Imagine my surprise when I received a note from a fellow on the same server one lovely morning. One of my players was accused of stealing loot from a different guild’s bank and before promptly quitting.  The accused’s alt just helped themselves to various items. I’m not actually sure what items were taken or what the full value was.

Most GMs are bound to deal with guild bank thefts at some point in their careers. Either their bank gets stuff stolen from or a different guild’s bank gets raided (via alts) and they’re left dealing with the offenders.

In a fair number of cases, the accused would’ve simply been kicked out. And I’ll be the first to admit, it’s the easiest solution. You kick the player and your hands are washed of having to deal with them ever again. Your guild’s reputation is left (relatively) intact.

I responded back to the accuser saying that I’d look into it. But this is a player I didn’t have much interaction with as they were on our PvP roster. In the end, I notified my PvP team leader about this because the player was under their division.

“One of our players was accused of this. Any ideas about them? Here’s the guild they were in and here’s the character of the accuser.”

What happened?

Apparently, it was a misunderstanding. Our guy mistakenly took things that they weren’t supposed to thinking that it was open and free to anyone. They returned the goods (and compensated accordingly). As it’s their first time offense, I have to assume that there was no malicious intent (and there’s no evidence to show that there was).

As the player

Before taking stuff, ask.

Or at least, check around and see if there’s a banking policy. There may be certain limitations based on ranks. Sometimes the GM makes a mistake and places you in the wrong rank and you’re not actually supposed to be entitled to certain tabs. If you have access to rare items like enchants, recipes, or other craftables, it’s a good idea to check with someone higher up before helping yourself to it.

As the GM

Lock down your stuff.

Check the permissions.

Check the rank access of the permissions.

Make sure the right people have access to the right tabs. You have a responsibility to ensure that. It’s noble to assume the best out of everyone but it’s also quite foolish to leave the door to the vault wide open and expect it to be respected. Have your bank rules outlined somewhere on your guild website or your forums. Go over the ground rules with all new recruits with regards to withdrawal policies.

Speaking of banking stuff, which one of you left these stacks of Wool Cloth and Volatile Earth’s in my guild bank?

Question: Deciding Upon Disagreements

by

Have you ever been dragged into a discussion between two players? You’re being asked for your opinion or to side with someone, but you just can’t really bring it in you to actually care about it.

Other than flipping a coin, how would you decide and resolve a disagreement when you just don’t give a damn?

“Seriously? You’re asking me to decide which one’s better and could take on the other? Star Trek or Star Wars?”

How to Get What You Want From Your Guild

by

See that image up there? That is one annoyed looking cat. Looks as if someone took away his toy or threatened him with a bath. That’s the same look I exhibit when someone comes complaining to me.

But hey, it comes with the guild leader territory.

Listening to complaints. It probably takes up around 15% of communications.

(Actually, file that post idea away. “Percentage of matters that occupy guild leader time”). 

Most of the time, it’s just hot hair or someone wants to get something off their chest. Generally, complainers aren’t really taken seriously. But y’know? Every so often, there’s a legitimately dissatisfied player.

If you really want to lodge a solid complaint, you need to identify if what you want is an actual change or you just want to vent.

Too often in guilds, players are exposed to people complaining about something.

Maybe it’s someone’s performance.

It could be their lack of attendance.

Perhaps the raid just takes too long to get going.

You know, if you’re looking to secure some kind of change in policy or the way things are done, then effective complaining is called for. If it’s for the second reason (emotional comfort), then really, all you’re looking for is someone to listen to you.

My advice? If you’re going to complain because you want something done differently, figure out exactly what your end game is. The most ineffective complaint is the one where there’s no objective.

What is the end result of your complaint?

Here’s some examples:

  • Consistent faster pulls
  • Less off-topic discussion during raid
  • More booze during break

Once you figure out the outcome, identify the person capable of delivering it. You don’t harass the Warrior if you don’t have any food or water, right?
If I’m on the receiving end of a complaint, I instinctively put up walls because I know what’s coming. Being conscious of this, when I’m lodging a complaint to others (a legitimate one, mind you), I make an effort to be calm and polite.*

Ask yourself this.

Are you looking for results or the satisfaction of being right?

* My friends have picked up on this. When they notice I‘m super extra nice, they immediately get suspicious.

When following through with your complaint, start off with a cushion. This is a statement that prevents your target from feeling that they’re being attacked. Follow it up the meat and potatoes which contains the concern that you want resolved. Then finalize it with a statement proving that you’re not crazy or insane. You want that statement to prove that you are a reasonable person who would greatly benefit from the assistance.

Here’s a fictitious example:

Problem: Concerned about excess, off-topic chatter during a raid.
Solution: Additional focus on the encounters that matter

“Hey Jarvis,

I appreciate the hard work and energy you expend running the raid. Our raid group is an energetic and talkative bunch of players. Can we get them to tone it down during progression boss encounters? The raid would proceed much smoother and efficiently allowing us to get out earlier and awarding everyone precious relaxation time.

Bonus: They get to socialize in a less pressured environment.”

Signed,
Buster

Let’s break it down.

I appreciate the hard work and energy you expend running the raid.

Jarvis is the raid leader. This guy puts up with just about everything and is the linchpin. He might not get too many pats on the back but this is your way of recognizing the little things he’s doing.

Our raid group is an energetic and talkative bunch of players.

You’re reframing and putting a positive spin on the problem. The raid tends to discuss stuff that’s not relevant to what’s going on. This could be due to excess energy or a lack of focus. But, hey, you don’t really know the root cause. Maybe they’re just hyper from all the gummy bears.

Can we get them to tone it down during progression encounters?

Now we’re getting to what you really want. For the sake of your sanity and to prevent yourself from verbally destroying someone, you’re asking the boss if he can do something to calm players down. Maybe all they need is a firm reminder. Who knows? You don’t care how it’s done as long as it’s done. I will add that it’s a nice touch to offer a solution or two that you feel might work.

The raid would proceed much smoother and efficiently allowing us to get out earlier and awarding everyone precious relaxation time.

This is where you appeal to the rewards section. As my uncle Lawrence Reciprocicus always asks when someone calls on him for a favor, “What’s in it for me?”

You want to offer something mutually beneficial that your target would appreciate. In this case, a smoother raid and an earlier clear time.

Now the next time you feel the urge to throttle someone or want to stab a pen through your raid’s eyes, consider voicing your concerns to your leaders first. You gotta do it with discipline and serenity! Violence is never the answer!

Handling Raiding Couples

by

Couples that raid together in the same guild can be a nightmare to deal with. I’m glad to say I’ve only ever had to deal with a small handful of them. There were some great husband/wife combinations and some not-so-stellar ones.

Interacting with them individually can be a chore at times because most couples share information with each other. There’s little (if any) secrets between the two and I get that. Talking to half a couple may as well be like talking to the whole couple because the other half will usually be brought up to speed about any decisions, events, or other information shared with them.

Here’s the worst part.

Ever tried giving criticism and feedback to one of them? Maybe they weren’t doing so  hot or they entered a streak where they just had some bad nights. Or maybe that individual just plain sucks at dealing with a certain mechanic. You drag them out to the side on an off night or send them a message trying to figure out what’s wrong. They reply back with “But I’m doing everything I can possibly do” and deep down inside you know for a fact that it’s not true because you just looked at 4 other players of the same class, progression, and gear level then coming to the realization that they really weren’t. You send back another message laying out the information you have found along with some additional pointers.

And then what ultimately ends up happening is the other half just swoops in.

“WHADDAYA MEAN MY WIFE IS TERRIBLE HEALER? SHE’S REALLY AWESOME! SHE HEALS MY ASS ALL THE TIME IN BATTLEGROUNDS AND KEEPS ME UP, NO PUN INTENDED”.

Naturally, a cursory glance at other logs and incidental information proves otherwise.

“YOUR INFORMATION AND INTERPRETATION OF IT IS WRONG. THOSE FRAPS VIDEOS OF ATTEMPTS WERE OBVIOUSLY DOCTORED WITH THE INTENT OF SLANDERING HER AND MAKING HER LOOK AS UNSKILLED AS POSSIBLE.”

It’s at this moment where you introduce your face to your palm.

“THERE IS A CONSPIRACY HERE DESIGNED TO THROW HER OUT AND SPLIT UP OUR MARRIAGE. WELL IT WILL NEVER HAPPEN.”

inception

We’re not out to get you

Seriously, there’s no conspiracy. There’s no secret organization designed to screw over a couple and split their marriage. It’s an honest to Elune criticism of their performance and the fact that it’s lacking.

That’s it.

Just not worth it

After a while, I realized then that some couples just aren’t worth having around especially not with such an overprotective attitude like that. GMs need to be able to deliver that honest feedback without a vulture jumping in and protecting every chance they get. Handling couple applications usually warrant a much closer examination and the questions asked during any interview stages are going to be different then the solo applicants. It’s gotten to the point where I’m tempted to blanket ask “If I said your significant other was performing poorly in this area, what would you do?”

On the other hand, you could just auto decline couples entirely and sidestep any potential drama problems that might happen later.

Thankfully the couples I have in guild right now are quite mellow and I haven’t had a reason to punt any just yet.