The ban hammer is useless against a ghost. You ban a toxic user at 9:00 AM, and by 9:05 AM, they are back with a fresh alt account, new IP, and the same vendetta. This is the reality of modern community management.
Dealing with “High-Conflict People” (HCPs) and serial ban evaders requires more than just bot automations; it requires psychological warfare and strategic patience. This guide breaks down the psychology of the “unbannable” troll and provides the Tactical Empathy protocols used by hostage negotiators to de-escalate threats before they nuke your server.
1. Know Your Enemy: The High-Conflict Persona (HCP)
Standard trolls do it for the “lulz.” HCPs do it for the conflict.
An HCP is defined by a rigid, unyielding pattern of aggressive behavior. They do not want a resolution; they want a reaction.
- The Blame Shifter: Nothing is ever their fault. “The mods are corrupt,” “The rules are vague.”
- The Chaos Agent: They utilize extreme all-or-nothing thinking. If you disagree with them, you are the enemy.
- The Sticker: They obsess over perceived slights and will camp in your DMs or server logs for months.
2. The Threat Vectors: How They Attack
When an HCP targets your community, the attack surface is wide:
- Sock Puppeting (Ban Evasion): Using VPNs and burner numbers to create infinite alt accounts.
- Doxxing/Harassment: Weaponizing personal information against moderators.
- DDoS Threats: Empty threats (usually) designed to incite panic.
3. The Defense Protocol: Tactical Empathy
You cannot out-argue an HCP. Logic fails because their goal isn’t logic; it’s emotional transfer. To neutralize them, use Tactical Empathy. This is not about being “nice”; it is about intelligence gathering and temperature reduction.
Phase 1: The Audit (Listen)
Let them vent. Do not interrupt. HCPs are desperate to be heard.
- Tactic: Identify the core emotion behind the rage (usually humiliation or exclusion).
Phase 2: Mirroring (Validation)
Repeat their last few words back to them or paraphrase their grievance without agreeing to the facts.
- Example: “It sounds like you feel the mod team unfairly targeted you because of your relationship with [User X].”
- Result: They feel “seen,” which lowers their adrenaline.
Phase 3: The “That’s Right” Moment
Your goal is to get them to say, “That’s right.”
- Not “You’re right”: That means you surrendered.
- But “That’s right”: This means they believe you understand them. Once this bridge is built, compliance becomes possible.
4. Mission Critical Errors: What NOT To Do
Amateur moderators make these mistakes, which fuel the HCP’s fire.
- The “I Understand” Trap: Never say “I understand.” It sounds patronizing. Demonstrate understanding; don’t claim it.
- The Rehabilitation Fallacy: Do not try to be their therapist. You cannot fix their personality disorder via Discord DM.
- Going Lone Wolf: Never handle an HCP alone. They thrive on isolating victims. Always keep a paper trail in a private staff channel.
5. Insight Matrix: The HCP Defense Codex
| Strategy | Standard Troll | High-Conflict Person (HCP) |
| Goal | Laughter / disruption | Dominance / Vindication |
| Duration | Short-term (hit and run) | Long-term (Siege warfare) |
| Best Response | Instant Ban | Tactical De-escalation -> Ban |
| Risk Level | Low | High (Doxxing/Stalking) |
6. FAQ Vortex: Operational Intelligence
Q: How do I stop them from bypassing bans with Alt Accounts?
A: Hardpen the perimeter.
- Set Verification Level to “Highest” (Requires Phone Number).
- Use bots like Altdentifier or Wick to flag accounts using VPNs or fresh creation dates.
- If they persist, report the User IDs to Discord Trust & Safety for a platform-level IP ban.
Q: They are harassing my mods in DMs. What do I do?
A: Close the airlock. Instruct all staff to block the user immediately. Do not reply. Any response is “fuel” to an HCP. Document the messages for legal/safety records, but starve them of attention.
Q: I’m burned out from dealing with this one user. Is it worth it?
A: No. If a user requires 80% of your moderation team’s energy, they are a liability, regardless of their status. Remove them. Rotate your staff so no single moderator takes the brunt of the abuse.
Fortify your mental firewall.
You are the guardian of the community, not a punching bag. Use Tactical Empathy to diffuse the bomb, then escort it out of the building.