Hi Linda,
Listening is key! Students feel a sense of importance when we listen to what they have to say. It is a must to let students know up front exactly what is expected of them so that they are not in for any surprises.
Patricia Scales
I think instructors need to be crystal clear about their expectations from the very first class. I learned some great tips in Module 1 regarding syllabi. As our college has standardized syllabi for each class, I made my own addendum. I used colored ink for each section and included what students could expect from me and what I expected from them. I also added a full page of terminology they would need to be aware and the last page was a chart they could fill in during lecture that would be on their first 2 quizzes and the midterm. The next thing we all need to do is LISTEN to what the students say and also what they don't say. We can keep to our expectations and also be flexible when 'challenging' situations arise.
Hi Sharon,
I love your perspective. It sounds like you are a very fair instructor, and you do a fine job of enforcing rules, policies, and procedures. Your students should certainly appreciate your open door policy.
Patricia Scales
I think that you need to listen to students and show them that you are listening to them. You don't want to give in to all their request or else you then get every student coming in requesting some random things. I let students know that my door is always open. However, when they come to me with a problem, I expect them to also have a solution for that problem and we can see if we can come to a mutual agreement on how to handle things. I also make sure that I follow the policies and guidelines of my program and the school. This can then eliminate the possibility of being perceived as unfair.
Of most of the issues I have observed in my limited experience for student complaints is the fact that if the syllabus is followed to the letter I will hear a complaint that its not in the syllabus. Since I haven't made up the syllabus, I try very hard to follow it explicitly to assure that there aren't reasons to complain.
Challenges are just keeping up with all the work the student has to submit, and make sure I post the grades within a reasonable amount of time
Watch body language and meet with students regularly and handle complaints while they are small!
Stop listen and have them write down their complaint to better help the student articulate the concerns.
I think that caring goes a long way. I have seen educators that just say "too bad" when students approach them with legitimate concerns. I think you have to go the extra mile for your students. We expect students to put forth their best efforts, and we as educators need to put forth our best efforts too. It provides a good example for our students to follow.
Hi Janette,
Whenever things are in order and very clear to students, complaints are minimized. You gave some good points to help reduce complaints. Listening is a must!
Patricia Scales
Hi Debbie,
Listening is key! You have great patience, and it sounds like you did a superb job dealing with this student.
Patricia Scales
Hi Heather,
This can be real sticky. You must be able to control things, otherwise this can be a complete mess.
Patricia Scales
Make sure that all class policies are clearly defined in the syllabus. Use a clear grading rubric for scoring work. Listen to student complaints fully. Take notes on student complaints and ask them to write up their complaint by a certain date.
I have had an experience of having a student write down their complaint. Recently I had an angry student in one of my courses. I did listen to her complain before class (not knowing that was an effective way to handle angry students) and it was obvious she was angered at the school administration in her desire to transfer to another college. She remained in the class adding negative comments through out the class time. I offered another viewpoint that diffused the negative comment. One teacher observed my class and was complimentary to how I handled this negative student in a calm and postive mindset. The student did finish the course and managed to earn a C in the course.
How does it work giving your chronic complainers a public forum? I have never tried that approach because I don't want a negative attitude to spread. I am curious how it works. I have held class meetings to discuss overall concerns, but not one specific angry student.
When I have an angry student, I usually pull them aside and ask if they want to talk.
Hi Monica,
Listening is key! I have found that once students write down their complaint(s) they begin to calm down.
Patricia Scales
Instructors can listen and encourage students to write down complaints. If the complaint becomes big enough the instructor should bring in a third party to mediate resolution
Clear/concise communication is the key for me. I go over everything from policy, procedures, classroom expectations, what they can expect from me and what I expect from them. I really go hard core on professionalism and chain of command and make sure that they understand that issues and concerns are valid, but presentation of theose issues and concerns is very important also. Part of being a professional, is learning how to deal with concerns in a professional/adult way without attacking, belittleing, or degrading some else.
I have found that there are some strategies instructors can use to reduce student complaints and challenges. The main strategies that I use are; listening and being open for changes. I have found that I need to get to know each student as an individual. Each student has a different life and different things going on in their life at that particular time. If I listen to each one of my students and try to understand where they are in their life, it helps me understand what I need to do as an instructor. I have also found that students all learn differently. I try to keep an open mind and teach in a way that all the different learning styles can relate and learn to.
The first step is the syllabus and establishing clear expectation the first day.
Each class period, put an adgenda on the board at the start of class, again extablishing expectations for the class period.
I always listen to students opinion and make adjustments in an assignment or activity if the students ideas work to make the experience better.
I would set clear expectations for each class session. I like the idea of giving time to vent. I started using class questionnaires too.
