Conflict Resolution

Tough Call: How do I turn them around?

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ComputerRepair

The other day it occurred to me that as a leader, we are judged twice: Once by how we handle success, and once by how we handle problems.

So by now you’ve determined that one of your officers needs to step up their game and contribute more to your rampantly successful organization.  Presuming you still feel they can be a valuable part of your leadership team, this leaves you with two standard options:

  1. Ignore it and hope the situation fixes itself
  2. Violently strike, shake or punch them
  3. Coach them to success

Method 1: Ignore it

Let me know how this works. 

Actually, I’d bet that a fair amount of people are reading this because they’ve already tried this method and realized it never changes.

Method 2: Violence

“We have not yet developed the technology to punch someone over a standard TCP/IP connection.”

– Lodur

So unless you’re a Jedi and can Force Choke someone, this method is sort of a wash, too.

Method 3: Coaching/Wake-Up Call

Part of leadership is motivation, and that doesn’t start and stop with your members.  Your officers need back-up, direction, vision and support on a regular basis.  The only thing that changes is your tactics and means of implementation.

Of course, how this situation came to be and what path you choose from here is largely based on your leadership style.  What follows below likely fits best within an organized style of leadership.  If you run a more chaotic/organic guild, some of this could seem foreign. 

As with any relationship, the GM/Officer paradigm requires give and take.  You both need to know what is expected of each other, so there are no assumptions later on.  It really helps to lay these things out, and to write them down.  Do not presume you will remember all the details later, because you won’t. 

Re-Defining their Responsibilities

Their domain: Are they in charge of all melee, or just tanks?  Do they coach healers outside of the raid, or is that done by the Morale Officer?  In your head, who should be going to them before coming to you?

  • Expectations: What goals have you set for their area of responsibility?  Just “play well” isn’t really a goal.  Zero missed interrupts, DPS that ranks on WoL every night, better cooldown coordination between healers.  These are examples of things they can work on.  Remember, people derive comfort from achieving goals.  
  • Extra Duties: Are they expected to pitch-in on recruiting?  Are they expected to be the sole recruiter for their area?  Do they need to make sure they set aside time to assess your back-ups?  Do they need to contribute to strat development before raid?
  • Rules are there for a reason: Whether it’s your rule or a rule they made up, we are judged by how and when we implement our rules.  If an officer feels like a particular rule (such as talking to players before cutting them, or organising who sits out on which fight, or ensuring loot is distributed correctly) then the situation needs to be examined.
  • Assistance: Tell them what you can do to help them, and when you want/expect to be asked for help.
  • Clarity: Be clear about when and how often you want to update each other.  Some guilds can do this quickly each night, some prefer a weekly officer meeting.  Develop a routine.
  • Desire: Ask them if these are all things they want to do.  Perhaps they are good at some things and not yet ready for others.  If falls to you to decide what they should be handling and when you should be giving them more to do.

Hand-in-Hand with all that, comes your fair share of the culpability.  After-all, it’s your guild, and, even though a lot of GM tasks are intangible, everyone needs to know what you’re doing so they can follow with confidence.

Defining the GM’s Responsibility

  • Tell them what you do for them
  • Tell them what additional things you will do for them now
  • Be clear with what you expect to be a GM-level issue, and what you think is best handled by them
  • Be very clear that your job is to ask questions, and this is just something you will need to do. Nobody should be offended when you make your inquiries.  Afterall, “not checking is not managing”.

Hopefully these tips will give you some good ideas when you find yourself having to coach one of your officers.

Next week: How Cataclysm has changed Guild Structures

As always, please leave your questions/comments/feedback/marriage proposals below.  I love to read them on these rainy spring days while curl up in my official Matticus Snuggie*.

Note: No such product exists.

Recovering From a Bad First Guild Date

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I issued a Valentine’s day blogging challenge earlier on Twitter. It wouldn’t be fair of me to not participate. Any bloggers are welcome to join in. It’s a fun way for bloggers to throw a Valentine’s spin on their posts. If you do accept the challenge, feel free to e-mail or DM me a link to it and I’ll round them all up at the end of the week. I’m sure you can come up with some ideas if you think hard enough.

1327762_rosesPerformance anxiety.

Nervousness.

Fear.

Intimidation.

Those are just some of the few things any prospective raider will experience on their first “date” with the guild. As much as we love to hear a happy ending to a story, the reality is that it isn’t always the case. Here you are, a  player trying to court your new guild. You want them to love you. You want them to be attracted to you. Why? Because you want to be with them too.

But then you screw up.

You stand in the fire. You eat one too many Shadow Crashes. You accidentally dropped a totem in the wrong place.

For whatever reason, your “date” just wasn’t impressed with you at all. Here you are trying to establish a solid foundation with them but you blew your chances because of some silly mistakes. The question they’re asking themselves: Can you be trusted to not screw up again in the future?

Meanwhile, the question you have running through your head is: Will they give me a second chance?

Probably not. At least, not right away. If you epicly messed up, you won’t have a shot. But you know, maybe that guild likes you just enough for another look. But you have to prove yourself.

Communicate

“Hey, I know I screwed up here, here and here. I’m just a little jittery because it’s my first time here. I’ve watched the movies and I know the abilities, but I guess I was just overwhelmed with anxiety. I know I’ll do a better job next time.”

Sometimes a little reassurance to the guild is all that’s needed. Everyone loves a person who recognizes and owns up to their own mistakes. It’s a sign of a truly mature individual who understands they’re not perfect. Now I can’t speak for everyone, but someone who can see where they screw up without having to be told about it is perfect in my eyes.

Listen

Hear out what the guild has to say. If you’re not sure, ask them what you did wrong so you can try to make amends for it. If you know your DPS rotation is messed up, why are you still following the same bad habits? This is especially true if someone is playing the same class as you. Listen to what they have to say, consider it, and see if its right for you. When they drop little hints about what you can do to be better, listen to it.

If that player isn’t you, then you might just need to take a hard look at yourself in the mirror and make the choice between walking away or dealing with it.

Don’t screw up

You were given a second chance. It’s extremely unlikely you’ll be given a third. Don’t mess it up again by choking. They’ve said yes to you again so you better show up and show them who the real you is. Polish up the armor and maybe shotgun a flask.

When they ask you where the nearest raid is, you can curl your muscular Dwarven arm and go “that way”.

Even though you didn’t make the best of first impressions, you might still have a chance to get into the guild of your dreams.

They want to like you

Last thing I want to impart is this:

No one is out to get you.

The guild that you’re going for, you have to remember that they want you to be the one. They don’t want to go back to the recruitment boards again searching for Mr. or Ms. Right. They’re looking for someone who will stick around for a long time.  You’re here because they think they found a potential match and they’re rooting for you to be with them! They want you to ace it so they can go back to drinks! It’s up to you to either validate or prove wrong that claim.

Speaking of which, we’re looking to shore up our roster with a Holy Paladin, an Elemental/Resto Shaman, Rogue and a Mage. But we’ll look at any other classes though. Come check us out.

No player is an island

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The phrase “no man is an island” may be something you’ve heard before. It originates from a poem or meditation from John Donne, an English poet, priest and a major representative of the metaphysical poets of the time. Here’s the original poem;

“All mankind is of one author, and is one volume; when one man dies, one chapter is not torn out of the book, but translated into a better language; and every chapter must be so translated…As therefore the bell that rings to a sermon, calls not upon the preacher only, but upon the congregation to come: so this bell calls us all: but how much more me, who am brought so near the door by this sickness….No man is an island, entire of itself…any man’s death diminishes me, because I am involved in mankind; and therefore never send to know for whom the bell tolls; it tolls for thee.”

Now the saying is a little bit outdated and now should read no person is an island, but it was on point for the time that married two important ideas. The first is that people are not isolated from one another, but that mankind is interconnected. Essentially, there is something that connects us to each other that is inherent to being human. The second is the concept of mortality which was all the rage at the time. The two together tell us that the death of anyone person affects the entire world. Over time this has evolved from that original meaning to one that no person can really stand all on their own without support. And that is exactly the lesson we’re going to talk about today.

In order to make a guild and a raid run, it doesn’t all fall to one player. It takes multiple people to manage anything more than a small group of folks. I hear a lot of people say that they could run a raid or a guild single-handed.  After the events of the past two weeks I can tell you with certainty that it is a lot harder than you may think.

The last month and change has been pretty tough on Unpossible, not going to lie. It’s one of those period where real life hit everyone pretty hard right around the same time. Things like this happen. Two of the core officers had to step away from the game because of work related issues, and a third because of school. This left four of us still around, and things were going alright. Raids were still going and people were leveling and progressing. Then a couple weeks ago one of the leadership was gifted with the birth of their first child. For obvious reasons they had to step away from the game to handle RL as well. Another event took place that caused one of the remaining three officers to be absent for a week, unfortunately leaving just two of us to run the guild and raids for the time being.

I’ll be honest, it wasn’t fun. Raid signups, restocking the guild bank, hunting down missing raiders, running the raids, handling new recruits waiting for guild invites basically everything. It was stressful, lead to a lot of confusion and to speak frankly, it sucked. I’d find myself logging in before work to double check the Gbank, remote accessing my computer at home on my lunch in an attempt to log into the game and check status’, pouring over forums between work assignments and then rushing home to get things started on time. All the while handling raider complaints, DKP and other various factors. It was exhausting. At the end of the day all I wanted was a cold glass of beer, a dark room and some earplugs.  Even with two people trying to handle it, it was just simply too much. As a result of our stress, the guild became slightly stressed as well. Things weren’t running with their customary smoothness and adjustments were made to handle things as best as they could be handled at the time.

This persisted for two weeks of basically trying to keep things together and smooth, and at the end of those two weeks I honestly didn’t even want to touch the game for a bit. It was that stressful. Then three of the officers returned, and now things are going back to normal. While I’ve always been a strong proponent of sharing responsibility and delegating responsibility, this did nothing but highlight how very true that is. There’s too much involved when running a guild, let alone one that raids, for one person to effectively keep track and handle all aspects of it.

This is why when you come into a guild there may be multiple officers. In our case we have a DKP officer, healing officer, Ranged DPS officer, Melee DPS officer, Tank Officer, and Recruitment officers / membership officers. Responsibility is divided so that whenever a question or concern is raised it can be dealt with with a certain specialty. Each aspect gets the time and care only a person not trying to do everything can do.

So when someone comments to you that they could run a raiding guild single handed, remind them that no player is an island.

How about you out there? Ever try to run a massive group by yourself without help? Were you ever a part of a raid or guild where one person tried to manage everything? How did that work out?


Raid Leading 101: 3 Important Communication Tips

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Last week, we covered some of the basic pro’s and con’s to both 10- and 25-man raid styles. Thanks everyone to their input and comments. I’ll be updating the post soon to get those new items in there! This week, we cover the art of communication.

Now that you’ve donned the crown of Raid Leader, you have to pontificate with your subjects… meaning you have to talk to your raiders. This sometimes can be the hardest aspect of the job. You definitely have to be more “on the ball” than the other people on the team. In my time as a raider, and also as a Raid Leader, I’ve always found the best Raid Leaders have been great communicators.

Choosing Your Style

When I raid, I like a positive and friendly environment. In raid environments, I usually do best when people are laughing, smiling, and overall having a good time. This is a game for me, and although I take it seriously, I work hard to make sure people are having fun. As a Raid Leader, I try to impress that upon my raiders.

It’s on you, as Raid Leader, to decide how you’re going to motivate your team. Positive reinforcement? Brow-beating? Drill Sergeant? I’m particularly biased towards the positive reinforcement, but I also see the benefits of other styles as well. Think of it this way:

  • You can take each good thing from a wipe and build on it. Encourage that kind of behavior or style of playing. Praise the healers for an excellent job handling that attempt, even if they ended up wiping.
  • You can point out the faults in each attempt, in an effort to discourage that from happening again. Even take it farther and threaten substitution if it happens again. Point out that if the mage doesn’t move the split second he needs to, he’s getting replaced.
  • You can be the strong, silent type. No news is good news. Set your assignments, and let the raiders discover what went wrong.

Either way you go, you must be aware of what kind of style you possess. This will easily decide what kind of raiders you’re going to have. There are plenty of raiders out there that enjoy different styles of raiding. Some like tough competition, some like the team environment. Be conscious of the tone you’re setting, whatever that may be.

Your Intentions

Just like in the olden days when a gentleman would court a lady, they would state their intentions. You must do the same. This goes back to our discussion on motivation. Have you been honest with yourself about your motivation? What do you want to achieve? How do you want to go about it (all things we’ll eventually cover)? You need to be up front with your raiders on what the goal of this adventure is:

  • What size are you going with? 10 or 25?
  • Are you going to work towards heroics? or just normal?
  • Are you bringing close friends? or are you valuing performance over history?
  • What sort of attendance policy do you intend to have?

By setting out the groundwork to your raiders, there’s very little room for guessing on your part. When you talk things out, it solidifies it in your own mind. Also, all of your raiders and potential recruits will know what they’re getting into, and what to expect.

Honesty is the Best Policy

An awesome line from my favorite movie, Swingers: “Respect my ass. What they respect is honesty.” The same holds true for being a Raid Leader. You need to be a straight shooter. If you want someone on your team, you need to be up front about it. If something’s not working out, you gotta speak up.

I’ve learned this first hand as a Raid Leader. **STORY TIME** When I was running the original Team Sport raids, we had a warlock that was never up to snuff. We tried to be up front from the beginning about what we expected of the raid team, and we knew that this warlock wasn’t up to it. Nice person, and fun player but just didn’t have the extra “oomph” to raid at the level we wanted to. Constantly long AFKs, not paying attention in fights, etc. Since we let it go on for so long, it had become acceptable to this player to act like that. When it came down to saying that we wanted to move forward but without the warlock, we were met with some unnecessary drama.

Essentially, if we had been honest up front regarding what we expected and that the warlock’s behavior wasn’t what we were looking for, we would’ve saved a lot of trouble. Now, within the Raid Team, I have little to no problem telling people that not signing up is unacceptable, or that not having food/flask is not gonna cut it. I’m not a jerk about it, but I’m honest with my raiders about what I expect of them on the team, and when they’re not getting invites or raid spots, they should know why.

How have you stepped up to the task of communicating to your raid? Are there any alternate methods/tips you’ve used that have been particularly efficient?

Raid Leading 101: 10 vs 25

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Probably as old as when Burning Crusade launched is the discussion of 10man vs 25man. The jump from 40man to 25man jolted a lot of raiders and caused the collapse of several teams. Raid teams started out in 10-man Karazhan, which geared them to enter the 25-mans until the end of the expansion (Gruul’s Lair, Magtheridon’s Lair, Serpentshrine Cavern, Tempest Keep, Black Temple, Sunwell Plateau), with a 10man Zul’Aman thrown in for flavor.

From what I saw, there was a stigma that 10mans were inferior to 25man. 25man Raid Leaders were thought of as more commanding and needed more control over their team, whereas 10man Raid Leaders didn’t have as much responsibility. The only way to get any decent gear in Burning Crusade was to run 25man raids. Legendaries were obtained only in the greater of the two. The end result was people preferring 25mans over 10mans, even lasting into Wrath of the Lich King. Anyone else remember needing to get into 25-man Trial of the Crusader to get a decent trinket at the time?

However, with Cataclysm, the tables have shifted toward more balance. With the changes that Blizzard implemented, there is less pressure on needing to raid a certain size. Let’s take a look at the pro’s and con’s (as I’ve seen it).

25-man

  • More likely to have every raid buff due to a larger raid.
  • Raiders of the same class can feel more free to tweak their specs.
  • More forgiving to players that may be a little “sub-par”.
  • Battles have a more “epic” feel with a bigger raid.
  • More players = wealth of opinions in strategizing fights.
  • Three in-combat resurrections allowed per fight.
  • Raid competition may not be as crucial (melee vs ranged).
  • ————————————
  • Maintaining control over a bigger group.
  • More standby’s may be needed.
  • More people may equal conflicting egos/personalities.
  • Possible to run into scheduling difficulties.
  • Harder to start up from scratch.
  • Easier for people to slightly slack at times.
  • More officers may be needed.

10-man

  • Usually tighter-knit group.
  • Easier to start up from scratch.
  • More responsibility on each player.
  • Possible to have one of each class (very little gear competition).
  • Fewer standby’s may be needed.
  • Fewer officers or leaders needed.
  • ——————————–
  • Less input for fight strategies.
  • With fewer people, the fights may feel “less epic”.
  • More responsibility on each player.
  • Less room for error.
  • One in-combat resurrection available per fight.
  • Possible to miss certain raid buffs because of limited raiders.
  • Less room for error because of fewer players.
  • Raid composition may matter more (melee vs ranged).

The Choice is Yours

When you’re deciding on which side to go with, keep all of these things in mind. Some of the pro’s and con’s are the same. “More responsibility for each player” may be a good thing for your team or it may not be. You and your team are going to weigh these points differently, and that’s perfectly fine. It all goes back to what you want out of your team. Maybe you want the “epic feel” of 25man and don’t mind dealing with more people/schedules. Perhaps you like less gear competition but don’t mind putting more responsibility on each individual raider.

Remember, the same ilevel gear drops off of 10man vs 25man, so that’s no longer a factor. More gear drops on 25-man than on 10-man to even the scale. Also, Blizzard is still working on balancing the difficulty of the raid sizes, so one doesn’t feel noticeably harder than the other. Personally, I feel this is hard to achieve, but I’m fine with them getting it as close as they can.

As for me, we’ve decided on 10-man since the beginning. I don’t want to put in the extra effort needed to wrangle 24 other players, and we like the greater responsibility placed on each raider. We may not have that “epic” feel because we prefer a more intimate raiding environment. It’s not that I don’t enjoy 25man raiding, but I prefer 10man.

What about you and your team? Have you already made a decision? Are you split? What other pro’s and con’s can you add to the above list?