#CMGRHangout presents: Developing Thick Skin as a Community Manager (Preview)

August 3, 2014 — by Sherrie Rohde0



#CMGRHangout presents: Developing Thick Skin as a Community Manager (Preview)

August 3, 2014 — by Sherrie Rohde0

If you work in community you know that developing thick skin is an essential skill. As nice as it would be, not all your community members will love you, or your brand, all the time. How do you stay calm to handle situations with angry members? What do you do to keep perspective when attacks get personal?

Join us on this week’s #CMGRHangout panel Friday, August 8th at 2pm EST to talk with community managers who have been there, done that, and have tips to share on how they developed their crocodile skin!

Jonathan Brewer and Sherrie Rohde will be hosting the Hangout with Rebecca BraglioDavid DeWald, Kyle GeibJess Hanebury, David Hurley, Laura Occhipinti and Marck Thornton as panelists. Sarah Nagel and Carrie Keenan will be moderating the Twitter chat using #CMGRHangout.


Rebecca BraglioRebecca Braglio
Community Engagement Manager for

After becoming the proud parent of a Yorkshire Terrier named Dash, Rebecca created her own website, “The Philly Dog” to showcase pet-friendly Philadelphia and to have an outlet to discuss Dash’s struggles with severe separation anxiety. She has been featured in the 2013 State of Community Management, on, The Well Kept Wallet Podcast, and on  She was a featured speaker at Blogpaws Salt Lake City 2012 and a panelist at Barkworld 2012.

Connect with Rebecca on Twitter at @RebeccaBraglio or on Google+.

David DeWaldDavid “Historian” DeWald
Community Manager at

David has over 15 years of experience with working with web based communities starting with early fan sites to large multi-community web sites, he brings his unique knowledge of social interactions to everything he does.

Connect with David on Twitter at @historian or on Google+.

Kyle GeibKyle Geib
Marketing Coordinator at Threadless

Kyle Geib is the Marketing Coordinator over at Threadless HQ. A Public Relations/Advertising graduate from DePaul University, Kyle strives to connect the Threadless community to the world at large through press outreach and the company’s various social media platforms. When he’s not reppin’ Threadless and all of the amazing artists within the community, Kyle can be found playing music in various venues across Chicago.

Connect with Kyle on Twitter at @mudflaps88 or on Google+.

Jess HaneburyJess Hanebury
Brand Producer at Threadless

Jess Hanebury started as the Community Manager at Threadless in 2011. In her role, she manages Threadless’ creative community that makes, supports, and buys great art. Prior to Threadless, Jess worked as the Art Director at Element79, a Chicago-based advertising agency. Jess received her Bachelor’s at James Madison University in media arts and design and completed an art direction certification with The Creative Circus.

Connect with Jess on Twitter at @jesshanebury or on Google+.

David HurleyDavid Hurley
Co-Founder at Webspark

David Hurley is an open source advocate and travels most weeks of the year to speak around the world on topics of tech, PHP and open source software. He is the community manager for Joomla – the second largest content management system in the world. He is also a member of the Production Leadership Team and the framework maintainers. David writes obsessively at and is an active partner in several businesses.

Connect with David on Twitter at @dbhurley or on Google+.

Laura OcchipintiLaura Occhipinti
Owner of New Jersey Young Professionals and

Laura founded New Jersey Young Professionals in 2004. NJYP has 5,000+ dues paying Members and hosts 20 to 30 face-to-face events each month for the Membership.  She also works to help others grow their face-to-face communities.

Connect with Laura on Twitter at @GrowYourGroup or on Google+.

Marck ThorntonMarck Ernest Thornton
Lead Community Manager at RedAtoms

Marck was the first in his family to go to university and the first to travel outside the country AND the first to speak a second language. His life began with a love of video games and story telling. He realized the power of story telling while in high school. That became a soft skill that was developed over many years. After studying graphic arts, Marck began to design video games and that eventually led to his current position of Lead Community Manager at mobile game developer Redatoms.

Connect with Marck on Twitter at @marck_t or on Google+.

Discussion Questions

  1. What’s your immediate reaction when confronted privately by a community member?
  2. What’s your immediate reaction when confronted publicly by a community member?
  3. What steps do you take before responding to an angry community member?
  4. How do you keep perspective when attacks get personal?
  5. How do your actions/reactions change when the confrontation involves additional community members?
  6. How do you handle the stress when potential legal actions are part of the confrontation?
  7. What other tips do you have for building thick skin?

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMGRHangout presents: Developing Thick Skin as a Community Manager and let us know you’re going to watch. This will add the event to your calendar and remind you to attend! If you want to be on air, please let us know in advance by commenting on the event page. Let’s discuss ways you can attend:

  • Watch: You do NOT need to join the hangout. Just stay on the Google+ Event and you’ll see the video on YouTube. (Don’t worry, it will be there and start playing as soon as the broadcast begins.)
  • Talk and Be Seen: If you decide you want to talk, not just watch, click to join the hangout when we post the link here or when you see the notification. (We will only invite a few people for this event, so let us know why you would like to attend.) Do NOT click the link to join the hangout if you are just here to watch.
  • Chat: You can watch here and/or follow the conversation on Twitter using #CMGRHangout.

Any questions? Just let us know in advance. Please don’t wait until 2pm EST to ask questions.

If you join us on the hangout, a wired internet connection is preferred and if you have a headset with mic or earbuds, that works best for the audio. You will also need a working webcam.

Not sure what time this is for your location? Use

Featured Image Photo Credit: jinterwas via photopin cc

Sherrie Rohde

Community Manager at Magento
As the Community Manager for Magento, Sherrie connects people with resources and with each other, and, since she’s just a bit passionate about the topic, she also co-produces a monthly broadcast for community professionals called #CMGRHangout. An ENFP, Sherrie is obsessed with innovation, terrified of status quo, and motivated by adventure. Reach out on Twitter at @sherrierohde. 