When a student is frustrated or looking for the "answer", I ask for phone communication, for meeting in a live chat, a meeting with IM, or a combination of all of the above.
The student is challenged to engage me as facilitator. Live and direct contact is available in my institution as well as live contact with other tutors in the institution.
I call them Students at Risk.
Finally, throughout the interaction I communicate my expectations of what they need to do to successfully complete the course and the assignment at hand.
