I deal with at least one or perhaps two angry students each module. I've learned that the best thing to do is to simply listen. I have made mistakes in the past when I first started teaching by "engaging" with these angry students. I believe this is a common pitfall among new instructors at career colleges. I've learned by allowing a student to vent, hearing them out, the anger usually dissipates and affords both the student and instructor time to come to a common resolution to the issue.
When I am confronted with an angry student I ask to talk with them alone. I usually step out in the hall to discuss the situation. However, after reading some of the ideas I think I will also add having the student write down his/her complaint. I think this would be great therapy for that student. For one thing, they will be dealing with their own feelings.
If it is suddenly in the middle of lecture, I try to get a brief expaination and then I would give the class a 15 minute break and maybe an assignment until I return. The angry student and I will be in my office, and I listen and talk notes. What area I can help give words of wisdom, or suggest various support teams or even help identify the postitive and negative aspect of the student's situation I try to establish. I always try to identify the "BIG PICTURE" and how it is affecting their life and behaviour. I do inquire as to the student's goal and work from there. When its from not taking their medication or confusion about an incident not related to the class that different road is reschduled for a quick but different appointment time and I strongly suggest returning to class or taking a break and to see me later.
I know now that it is best to fully listen to the complaint. Perhaps, a success plan can be developed to move forward and provide a positive outcome to the initial compliant.
I agree with you, Diane. You have to work on keeping the personal side out of the equation and also take the class out of the mix. The class can be a audience for the student to grand stand in front of and a support base in the student's mind. Listening is important but if that is not a quick fix and the student continues then additional help such as administration or security in needed immediately.
I agree. I was also advised that I can always call security to escort the student out of the classroom and off the premises if necessary. This will also give a message to other students that the school will not tolerate such behavior on campus.
When I first encountered an angry student, I listened as he verbalized his complaints. I wanted to find out what exactly was he angry about. While he rambled on, I realized that his complaints was about the program in general. Some of his complaints seemed like it happened in the past and there was really nothing that could be done about it now. However, it seemed to me that the student was trying to blame the past for his failure at the present. Instead of focusing on his learning, the student is spending all his energy in staying angry and looking for ways to elevate his complaints to the administration.
I feel that by spending time to really listen to this student, I have earned his trust. And because of that, I know that when it's time for me to talk, he also listens. He still insists on his clouded beliefs but at least he follows my advice, albeit grudgingly sometimes. And when a positive outcome occurs after following my advice, I would praise him and encourage him to keep up the good job.
That's a very interesting and useful point. I would add that it's a fine line when you let an angry student take your attention and them out of the classroom; the rest of the students must be kept busy with something useful.
Listening, and ask how I can help then if needed go to a manager.
I had some anger students last quarter and I did allow them to air their grievances. For the most part this was helpful and all of these students became more involved with the class.
As many others have said here, stop and listen. I work in a career school and once, just by listening, I was able to alert my school to a problem with one of its programs that it was completely unaware of. My students were so angry that I devoted the entire first hour (of four) to resolving or at least attempting to resolve their complaint. Even though the dispute had nothing to do with my department, my students were much more respectful towards me as a result.
If a student is displaying inappropriate behavior I call attention to it immediately. If necessary, ask the student to step out of the classroom to talk, or ask the student to leave. I am always aware of my surroundings and where security is located.
I try to get them outside the classroom where they can state the issue and I listen. I have found that some students are frustrated because no one will listen to the problems they are having at home. Sometimes it is because the class is too much for them and they are having trouble keeping up with note taking. But I try to find ou twhy they are mad and do what I can to help. If I can't then I try to find someone who can help.
Asking the student to step outside is a good tactic in working with an angry individual. By removing him or her from the class, this allows the instructor to address the situation. A student may feel as if they have to defend him or her self infront of their peers. This offers a neutral environment to discuss the problem.
By listening keenly it helps to diffuse the student. Being reactive only fuel the anger. Paraphrasing help the student to articulate the problem and provide the student with a sense of being heard. It is important to understand that the genesis for anger is often rooted in the need to express the reason for the emotion in the first place. Once there is a clear understanding of the reason for the anger then you must work diligently and honestly toward a solution.
I don't get a lot of angry students. I thought it was interesting, though,
that the course noted that angry students are typically male. Perhaps our school is an anomaly; however, I've noted the complete opposite. Typically our angry students are exclusively female. It's rare that I encounter an angry male student. Perhaps it's just the type students who are drawn to the program in which I teach.
Male or female, often times the student needs time to calm down. Sometimes anything you do will rachet up the situation. I've already sent angry students out of class to take a walk. I stress that I'm not assigning blame, just giving them an opportunity to leave the situation temporarily.
I've also asked students to put their frustrations in writing. This can both help clarify the source of their anger and diffuse the situation.
First, I attempt to assess the magnitude / level of anger (is my life/wellbeing or others in jeopardy?).
Secondly, I LISTEN to the rant and carefully try to extrapolate the cause and concern of this persons anger (root).
Thirdly, I ASK "How can I help you?" or "What can I do to help?"
After some 23 years at this, I seldom have these difficulties.
I must admit that I very much like the suggestion of having the angry student formulate their anger on paper. I had a scenario last year where I wish I would have applied that strategy then. While things remained controlled, it would probably have been extinguished by the student herself if she had written it down. This is a very effective way to deal with AND document the incident. I'm sure that there are many professions out there where a student feels he/she is treated unfairly, especially during an externship phase. This method will allow all parties involved to think about the incident, and act on it.
Really, I wish I had done this sooner...
Hi Brenda,
It is best to use an extremely calm demeanor with angry students.
Patricia Scales
Hi Michelle,
Listening is key, and never make an angry student angrier.
Patricia Scales
