Can we please agree not to use "entitled" to describe people? It's a right-wing slur from the 80s that has been reappropriated to slur the latest generation, and it's more or less used this way in OSS.
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Replying to @wycats
How do we describe people who have no respect for maintainers’ time while making unreasonable demands, contributing nothing, and behaving like brats when they don’t get their way?
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Replying to @jwheare
I think what I'm saying is we shouldn't assume that the first time someone makes a flip comment. Most of the time a single human response changes the whole conversation around (which makes maintainers like me so happy!)
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Replying to @wycats
Yeah, I mean it never pays to call people like this out in public, but having a way to justify a personal or team decision to block or ignore people who are a drain on morale is useful.
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Turning people around is often a great feeling, and the “right” thing to do from a customer support point of view, but sometimes people are incorrigible. I can often handle it myself, but find it especially hard to deal with when colleagues are the target.
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Replying to @jwheare
I don't really disagree with this. I just want us to avoid assuming the worst up front. In my experience, this kind of incorrigible behavior is the tiny minority, but responding to initial combativeness with combativeness makes it happen way more often.
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Replying to @wycats
Think it’s just worth remembering that on both sides of this equation are people who might not know where the other side’s coming from. I’m not for putting maintainers on pedestals, but they deserve protection from dehumanisation as well. I know you get this but needs to be said.
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Replying to @jwheare
Yes, of course. I'm not focusing on that aspect quite as much because it seems everyone is talking about that aspect already. I think empathy is the surest way to reduce how zero-sum this sometimes feels.
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Replying to @wycats
That’s fair. Conversely, I feel like the principle of high ground customer service is similarly well-preached, to the point that’s it’s used as a trap by troublemakers “but the customer is always right.” I fear we’re nearing the furious agreement event horizon here though :)
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