these ‘trolls’ are just regular users.

Umm, every human is a regular user. Every regular user comes with these defaults - 1) instinct to react, and 2) defend their worldview. It takes patience and mental effort to not instinctively react, but rather shut up & ponder & reflect. 49 out of 50 want to win the debate but only 1 out of 50 wants to solve the problem.