I believe that letting them vent initially is the best way. Let them know you are concerned and truly appreciate their position in this matter. Let them know it is okay to be passionate about their position as long as it is handled proffesionally and in a non-disruptive manner. Ultimately, I am the instructor and whatever decision that is made is the final decision. This is much easier as I am military and have a very established chain of command.
I thought the suggestion of writing down the angry students complaints as they were talking to you to be strange. I think the majority of people who are upset would find this even more upsetting. I personally would much rather have someone make eye contact with me and listen than be taking notes while I'm speaking to them.
Hi Nancy,
When approaching and angry student ALWAYS use a very calm and nonthreatening demeanor. Angry students will become even more angry if you are not careful with the way you approach them.
Patricia Scales
Listen to them while showing respect for their concerns. If a student feels that you understand their point of view they are more likely to accept guidance from you.
It is important to think about what you would say and do before you are confronted with an angry/disruptive student, especially if you are a new instructor.
When confronted with an angry student it is important to listen to what the student is saying, repeat their concern and then address what can be done to help solve their root of the anger.
I would isten away until they completely vented about what was bothering them, and take notes. When they were done venting I would ask open ended questions to more refine what the real issue at hand is. I would ask the student how do you feel we can fix this? What do you feel would be a common ground? Then I would explain what I could do or could not do to rectify the situation. If I could not do what they were asking, I would very specifically explain why but, also express empathy for them in the process. You never ever yell, I always use a very soft caring tone, which of course goes over much better than a domineering tone. I am know for a particular phrase "there is always a solution to a problem, we just have to talk about it, hash things out to fins the solution sometimes. Most dilemmas are fixable maybe not in the way we might expect though, so we have to be open minded."
Most of the time these students do just need an ear to chew for a bit and then they are done with their rant and are as right as rain. I listen and then when they start repeating themselves as to the complaint, what they want from me and how I might be able to help them in the position I am in. I take an approach that we are all in the educational process together and we should be able to work together to get the complaints figured out.
Hi Eliazar,
Good recordkeeping is a must. Sometimes students need to see graded work to understand that they really and truly failed.
Patricia Scales
I feel it is best to let the student vent and the instructor needs to be sincere and listen to the students concern, also it is a good idea for the student to write down his/her concerns. I have found that student have learned behavior and sometimes the only way they know how to deal with certain situations is to get angry. Letting the student say their concerns as well as writing them down helps them to get it off their chest. Listen to their concerns and sometimes it is better let them cool off and then speak to them and come to some kind of agreement. Also helping the student to own or take responsibility for the situation helps, the student sometimes does not want to face up to the challenge and helping them to realize sometimes helps the situation and they become better at understanding why certain rules must be followed.
I had an angry student approach me and accused me of having something "personal" against them because they failed my class. I told them I would prefer if we spoke with a third party. We went into our Program Directors Office and continued the discussion. The student changed her tone when I brought out her test grades in front of the P.D and accepted her failing grade. It's not wise to get into a quarrel regarding subjective matters. A lot of things can be twisted.
These students are becoming more common. The students believe they should have the last word in all interactions. Remaining calm and listening to their complaints seems to help the situation. Showing you care and are willing to take the time to listen will make a difference.
I agree. It is important to listen to the students concerns regardless of the validity. Everyone wants to be heard, that doesnt meant you have to agree with the student. You only need to listen
Currently, there is a very angry and disruptive student in my class. The first thing I did on day 1 was to assess the entire class and individual student. The anger and extreme disruption is antagonistic to the entire class, individuals, and directly to me. What I do is to listen and watch the situation, I have to intervene but always try to do it in a calm but authoritative manner. The student has told me that she "just doesn't want to have to take this class." Unfortunately, the behavior was so disruptive that I had to remove her from class for 1 1/2 days to meet with the heads of the school. After taking this online course I will institute some of the strategies; giving her time (privately) to discuss her concerns, listen and takes notes, and try to come with up with a resolution. I think there may be a need for a third party present.
So far, listening is the best tool. Almost always the anger is a result of something outside of the classroom and the student is projecting. Also, taking the student out of the classroom as quickly as possible so that you can have private discussions is effective.
Dealing with angry students isn't really hard. If you just treat them like you want to be treated, they will normally say sorry and calm down. I will let the students take a minute or two to themselves and then listen to what they have to say and try to help with their problem. If I can't help them then I send them to the person that can. As long as I give an honest effort, they see that and know that I care and I'm there to help.
Hi Michael,
Some students can really be a big handful, and they think they do not have to take directives from anyone. These are the ones that will also be a challenge to deal with in the workplace.
Patricia Scales
I have had successes and failures with angry students. I take students to a private private conference room. I listen to their complaint the explain my perspective. We work on a resolution together if necessary. Most students respect the process and they really feel as though I've treated them fairly and care about their concerns.
Some students want to complain because they have discovered something about you as a teacher/manager that they don't like. Since it's only "school", they don't feel they have to listen to anyone, and they don't. I refer those students to my supervisor. A few have become problematic in class. Threats of dismissal helped some to curtail their behaviour.
That is absolutely correct! Students want you to think that their problems are so much worse than anyone else's. They may not be able to put themselves into someone else's shoes to see that their issue is probably not as bad as someone else's, or equally difficult. Often, a student just wants the attention of their instructor and fellow classmates, so they can get sympathy on homework, such as extensions and grade changes. By listening to their concerns, you show that you respect what they have to say. I have experienced this and simply had to share with the student that "you may not like the decision, or even agree with it, but we all have to move forward and accept it." This was difficult to express, although it was necessary. The student shared with me later that she respected me for not giving in to her demands...
I agree...the first thing I do with and angry student is listen and let them vent. I find it also EXTREMELY helpful to show genuine interest in the student's problem.
The first thing I say to the student is: "I'm sorry you feel this way, how can I help you?"
This immediately lets the student I am genuinely interested in them and solving their problem.
Albert D'Addario
