Addressing Complaints
What do you feel is the best way to address student complaints and why?
Colleen,
Thank you so much for pointing out that sensitive issues such as student complaints should be dealt with in private.
Cindy Bryant
I am replying to all of the above, which are all good answers. The one I don't see here, however, is this entire interaction must be done in private. Never assume. Never judge. Use your therapeutic listening skills. Validate his/her issue. Problem solve together. Thanks, all!
I believe that the best way to address a student's complaint is to listen carefully to all the facts to ensure that I can provide the best route of solution or direct the student to the right person/department.
It is important that the student feels his/her concerns are valid and that no matter how small they might seem, they will be addressed to ensure not only commitment but understanding.
Linda,
Being objective is very important when reviewing student complaints. It is critical that you allow the complainant to be heard and that you review the policies that relate to the complaint and address the issues accordingly.
Cindy Bryant
First of all, you have to be interested in the issue and you have to show this to the student. You must not be bias and always remain impartial. Being knowledgeable of the issue will support this in many instances. If you get defensive, regardless of the complaint, it will not end well and only frustrate the student. Often many complaints will require further investigation and follow-up. You should set clear deadlines on a response and follow through by that deadline.
1. Listen to the complaint objectively. It is very easy and common to become defensive. Try not to. This only makes the situation worse.
2. Before responding, take a moment and think about what the student has said. Think of the best solution to the problem. This eliminates any rash comments or solutions.
3. Discuss options with the student and find a mutual solution.
Kristi,
At some point, everyone in a career college may deal with an upset student. The challenge is to handle the situation in a way that leaves the student thinking you operate a great college. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your college.
When it comes down to it, many students don't even bother to complain. They simply leave and and enroll with your competitors or drop out for good.
It may seem counter-intuitive, but a college's ability to effectively deal with student complaints provides a great opportunity to turn dissatisfied students into active promoters of the college. Here are some student-oriented tips I’ve learned while working in career colleges:
1. Listen carefully to what the student has to say, and let them finish. Don't get defensive. The student is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
2. Ask questions in a caring and concerned manner. The more information you can get from the student, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
3. Put yourself in their shoes. As a faculty or staff member, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.
4. Apologize without blaming. When a student senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.â€
5. Ask the student, "What would be an acceptable solution to you?" Whether or not the student knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the student in solving the problem.
6. Solve the problem, or find someone who can solve it— quickly! Research indicates that students, or customers, prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the student's frustration.
There is no getting around student complaints, regardless of your industry. However, by employing these steps and taking the time to review the issue with the students, you can turn challenges into something constructive.
Cindy Bryant
It is extremely important for institutions to allow their students to address their concerns. Our institution has an open door policy that allows an individual to speak with any given person. After the student has addressed their concern, it is critical for an institution to address the problem and develop a solution. The longer a problem is draw out, the more frustrated a student becomes and the less respect they have for the institution. However, it is also important for an institution to develop a fair and realistic solution to help solve the problem from occuring in the future.
Listening to student, assisting with transparency and honesty, doing the best for student and school
Stephanie,
I complete agree with your final statement “A satisfied student is great marketing for the schoolâ€. I am a firm believer that a student complaint is an excellent way to identify our weaknesses and use it as an “opportunity for improvementâ€.
If the situation is handled in a professional way, the student that had the complaint will most likely turn into the school’s biggest advocate.
Lorretta,
Thank you so much for sharing your experiences with the group. Carry on!
Cindy Bryant
Cindy,
Your comments are so true. I experienced a situation at a meeting last night. Because, several people were not actively listening, were interrupting, and focused on how they were "feeling," they could not hear what was actually being stated. Eventually, when people calmed down, got quiet, and stopped interrupting, and truly listened, the whole atmosphere changed and understanding took place.
So, I will continue emphasizing the skill of active listening to my staff.
Lorretta,
The biggest mistake a person can make is to put your highest priority on expressing your ideas and feelings. What most people really want is to be listened to, respected and understood. The moment people see that they are being understood, they become more motivated to understand your point of view."
That's why it is so important that faculty and staff develop the skill of Active Listening. Active listening begins with being truly interested in what the student has to say. It means removing distractions from your mind and focusing on the person talking. Start by really concentrating on them and watching for body language, stance, and position of the arms and hands. It is estimated that only 10 percent of actual communication is delivered in spoken words. The rest comes to us in the attitude of the body.
It's also important that you avoid the temptation to interrupt. More often than not, we interrupt with our own thoughts and ideas—in other words, our own agenda. And one of the most important steps in active listening is providing and receiving feedback. Let the person sharing know with a nod of the head or an affirming word that you understand. Better yet, restate your understanding of what the person just said after they have finished.
By listening to others we not only show respect, we also increase their sense self-worth. This builds a greater sense of cohesion (or bonding) therefore reducing the frequency of complaints.
Cindy Bryant
First and foremost, it is important to use active listening to ensure that the student's complaint is understood. If the complaint has to do with another student or group of students, listen to all parties and get all the information. If the complaint has to do with the program,school or school employees, once again get all the information, discuss with the necessary individiduals to see if the complaint is valid. During this process, let the student know that a resolution will be forthcoming after all the information is available and reviewed.
Attempt to develop a solution as soon as possible and keep the student informed of the process (so he/she knows that his/her concerns were taken seriously and are being addressed).
Based on the rules and regulations of the program/school develop a fair and consistent solution to the problem. It is also good to remember that everything is not always black and white, so we must also use common sense and compassion when developing our solutions.
Students are also advised of the grievance procedure (next steps) listed in the student catalog if they are dissatisfied with the initial solution.
Linda,
Addressing complaints in a timely fashion helps schools avoid additional issues. When a student's complaint is addressed by the school they are not as quick to call the state agency to seek an answer. This opens the door to investigative actions by the state whether founded or not. This should be avoided at all costs.
Cindy Bryant
Student complaints should be addressed in person and with a sense of urgency. Listen to the student and let them know when you will get back to them. Also, ask them what they are looking for as a solution.
I agree that it is important to address the issues quickly before a mole hill turns into a mountain. Rumors get spread with incorrect information and things may escalate quickly.
I think that listening is also a huge part of the equation. Listen and ask questions with out judging or becoming defensive.
While you can't make everyone happy all the time at least you can handle things in a mature way and hopefully come to an understanding.
Sandra,
When addressing concerned students "listening" is the best thing that we can do. Listening is an art form that if we do it well we are able to better understand the situation and work toward a solution more effectively.
Cindy Bryant
I feel if you're patient and let the student express themselves, even if they're in a mood, it helps them release so that they can calm down and move forward. Of course this is for a non-violent situation. :) Sometimes students feel better after they vent. Especially, the ones that have just left home and feel as no one wants to listen or help them.
