Managing angry students
What should you do when confronted with an angry student?
@scales
I find it best to remove the student from the situation and discuss the situation away from other classmates in a private setting to allow the student a proper place to vent their anger then we discuss together how we can remedy the situation.
It is important for the teacher to remain calm, professional and listen to the angry student. I let them vent and then once they are calm discuss the matter at hand
That is the ticket! Listen to their concern. Calmly say " I understand your frustration " Can we talk more about this? Listen some more, keep your cool and they will start to mirror you.
We have security on campus as well as Criminal Justice dept. head who can assist in diffusing any situation if it becomes difficult for an instructor to do so. We also have phones in classrooms that only call 911 if needed. Just by knowing these controls are in place put me more at ease if students become confrontational.
Yes, I listen very attentively and try to understand the reason why. Usually they are not angry but are just diappointed. After voicing out their problem, the angger dessipates.
Show some understanding of the student's situation. It is an opportunity to diffuse a problem and turn the student around. First listen and then help the student if you can, or find the right department that can help the student.
I have found it very helpful the bring a third party into the conversation and also taking notes during the confrontation. After the student as submitted their complaints in writing is always interesting to compare that with your notes.
My first step is to have the student exit the classroom and go into the hallway. When there is no longer an audience, the student often settles down. I talk to the student and make arrangements to meet with the student after class to discuss the issue.
This module has proven true for our school when confronting angry students. Our instructors are coached to listen without interrupting. They meet with the student outside of class and allow them to fully verbalize their concerns. In certain cases, the students are required to write out their complaint/grievance and submit it to the Director. This allows them to clarify and specify their concern, and also tends to dissipate their anger. They are able to vent & truly decide whether their concern is valid or as serious as they first assumed.
Listen and if the student remain angry remove them from the class!!
The best way to handle an angry student is to listen to them. Often times the student will calm down just by having someone listening.
Depending on what the students behavior is like in class at that time, I would pull the student out of class and simply talk to them. I have found that most students will not concentrate until their issue has either been resolved or at the very least able to talk to someone about the issue.
I agree that you must listen and gain the person's respect. I also agree that you should always have another instructor or staff be present when addressing an angry student. Another important point is to remove the student from the environment/classroom. Usually an angry student wants to prove to the others that it's not his fault but the instructor's, so if you remove them from the class, usually they tend to not try to be too demonstrative.
Hi Patricia,
Listening is key! We should always respect every student.
Patricia Scales
I do also agree that you have to be able to listen to a certain extent. If the student is angry, there is usually a reason behind the anger. I would not want to deal with an angry student alone. I do also agree that if you have respect for that student, the student realizes that you are trying to help come to a solution.
We're training students for a career where they have to develop highly technical skills also work in an environment where they have to maintain supreme calm and neutrality around sometimes high-drama clients.
It's a key part of our instruction: leave your own emotions and drama outside when you come to work. I immediately remind angry students that they're exhibiting the exact behavior most likely to get them fired from a gig. Technical errors can often be corrected without anyone realizing the problem. Flashes of anger make you unsuitable for the career.
I agree with not having you and your angry student alone.Without a witness the student can be very unprofessional and inappropriate in their behavior and you have no recourse because it's your work against theirs. I believe with another instructor or administrator present, it can diffuse the situation.
When confronted by an angry student, I give them an opportunity to speak in my office so that others are not infected. I listen and take notes of their concerns. In most cases, I am able to list their concerns and possible solutions with a time-line of associated to each resolution. The student sees that I am hearing and wanting to resolve their concerns. A copy of this document is given to the student. As each concern is resolved, I have the student sign-off that they are satisfied with resolution.
I have experience in customer service as well as teaching emotionally disturbed students. For one, I do not engage the student. I listen and determine the source of the conflict. If I am the person they are angry at, I establish the parameters within which I am willing to address the matter. In other words, not with high emotions, not during class time and not in front of others. If the student can't do this, I involve a third part, most likely my supervisor. I explain that if they can't deal with me in the fashion I set forth, they can speak to my supervisor and my supervisor will speak to me. If the student is angry with another, I at least try to position myself as a neutral party so they can calm down and see me as an ally.
