The main thing is not to react to the student's anger. Even though being human at times this is a hard thing to do, especially when it is directed at you.
I do have to disagree with the statement that most of the angry students are male. Our student population is majority female and we have some very angry "shes."
Listening of an angry student ALWAYS works, you show your respect to her problem, recognize her as an individual, as a person, as a student. You will earn a trust by showing that you care.
This is a challenge for me. I have been a competitive athlete for many years and an aggressive student sparks that same nature within me. I find I have to stay focused on the issue and maintain my professionalism.
I generally let them finish what they have to say unless it is in front of the class, if this is the case I will walk them outside or dismiss the class to break while I discuss the issue.
I try to bring the conversation back with a positive outlook or I let the student tell me what they think the solution should be and then try and discuss.
Every situation is different and requires a slightly different approach.
Im my experience it is best to allow them to vent there frustration, then once the anger is spent, work with the student on a resolve.
I have found that angry students have been managing (or not) situations with anger for their whole lives. They often have no other way to express themselves no matter what the cause of that may be. This is really difficult and fairly common among adult students as they have suffered from their anger in many facets of their lives. Listening will help but not always eliminate.
My strategy is to listen and give feedback. I do not adress the anger. I never allow students to make decisions about an issue at the moments of anger but I require them to wait and reflect before issues are addressed. Usually, this works to deflate the emotion so that the facts can be adresssed in reality.
Hi Julia,
I fully understand when a student is anger with you that it is always a good idea to have a neutral party sit in. Safety is also at risk when a student is angry with you.
Patricia Scales
I agree that to listen to the student and just allow them to vent is a good approach. Use respectful body language and non-verbal communication while actively listening. I also just try to keep myself calm. If the anger is somehow directed toward me in part, then I would want to get another instructor involved.
Listen to the student in private, you can usually get to the root of the problem more easily than within the classroom setting. They are more likey to be calmer and less argumental when they don't have an audience.
I agree that lending a sympathetic ear can really do wonders as far as letting the student know that someone cares.. and really I think a lot of times that's where the issue is in the 1st place. Once they now that they or their issue that angers them is validated, it usually will resolve.
Luclily I've never had to deal with this but starting next quarter I will be including in my syllabus the part about having your complaint in writing. I liked that idea very much as a diffuser of sorts. Great idea.
I explain to the student that I am willing to help, but remind him or her that there are ground rules. For example, being respectful, not using profanity, etc. I try to get to the root of the problem and help him or her come up with a plan of action.
Hi Michael,
Great response! Let the student know how much you care, and listen to them attentively. They will calm down when you let them have the floor.
Patricia Scales
Dealing with angry students doesn't usually seem to be that difacult. If you use the golden rule and treat them like you would like to be treated. Listen to what they have to say and try to resalve there problem. If you can't help them then direct them to the person that can. As long as you give honest effort they will see that you care and are willing to help.
In my experience,an angry student always has a "hurt" behind the anger. It may be a perceived slight from another instructor or a student, it may be from something that happened in the student's private life. But getting the student to a place of feeling cared about & respected is key. If this is possible, I try to speak with an angry student as soon as I see that they are angry. I will ask the class to work in small groups on the class' first step and take the student outside of the closed door class room to see if the student will talk to me as I silently listen. If this doesn't work, I will ask the student to stay when everyone goes to break so that I can give them the time to express themselves & get my complete attention, while still keeping it private. I've never asked a student to write down what they are angry about, but after this module, I will definitely do this. Something I say from week one on is that I encourage students to talk with me, that even if their issue is with me, they should come to me first in private, be honest, but not abusive, and tell me what's on their mind. I promise to address it at once - I may need to take a bit of time myself, but promise them I will do everything in my power to solve this problem. If I don't solve it to their satisfaction, I tell them who is next on the chain of command and refer them to that person. I model calm & respect in this process. It usually can get worked out before the class has been dismissed. When students have things that anger them about me and they haven't followed the chain of command, I give their issues thought & apologize in public. I believe I shouldn't rush to file paperwork on a student until I've given them this opportunity and I tell them I hope they'll afford me the same respect if the situation should be reversed. As I listen, I rigorously examine what I may have contributed to the anger.
W.H.
Dealing with an angry student, or an angry person in general, listening to the problem and empathizing with them can go a long way to defusing the situation. If there is not a solution to the problem just being able to vent is helpful.
Hi Lacey,
You live and learn! Documentation is key! I give students with they earn, and I can always show them their grade in black and white. Good recordkeeping is a must.
Patricia Scales
I had final grades this evening with my students. One was not very happy with be due to the fact that he got a B, and not an A. He asked if he had to sign the grade acknowledgement, I said yes, He asked if there was anything he could do to change the grade, and I replied, "file a complaint in writing and I'll go over it." He automatically backed off and said "no thanks, that's just too much work." First time I've ever used that technique, and I'm putting it in ALL my syllabi from now on.
Listen, take notes listen and contue to let them know there is logic in thier position. Recognize their feelings then work toward a solution. I have not personally done this, although I wish I had because on my last review I encountered a very angry "chip on the shoulder student" and never dealt with it how I should have. I now know that I have made a mistake and am willing to do anything I can to change that!
I totally agree. I like to let students know that conflict is a part of life. We are going to end up in conflict at school, work, home. The thing is to handle it in a way we both feel respected and can hear what the other person is saying.
