Hi Dennis,
Listening is a must! I like to always paraphrase to make sure I fully understand the situation that was expressed.
Patricia
I too find it's best to listen first. Restate points of concern, to guarantee you understand them correctly. Finally, develop an action plan with the student, to resolve the source of irritation.
When confronted by an angry student, I refer back to my days working with customers on a daily basis. The lessons I learned there are a big help when dealing with students.
The most important part of the process is to listen. By listening, you will get a better understanding of what the student is angry about. After the student has told you what is bothering them, take the time to repeat back to them what you just heard. This will show the student that you were listening and that you care.
I try to listen to them to show that I care but when it becomes a distraction to the class I take them aside and speak with them in private. I remind them that, while they may have a right to be angry, they are only hurting themselves and the other students by being disruptive. I then firmly remind them that I will not tolerate disruptions in the class that will endanger the learning environment. I like to take students to my office and there I allow them to kick, scream, and curse till they feel better. They appreciate that I have allowed them to express themselves and are then cooperative in the classroom.
Hi Elizabeth,
Listening is key when dealing with angry students. Sometimes the problem will resolve itself due to the student being listened to. I've notice most students just simply need to vent.
Patricia
Sme ways I have found successful for dealing with angry students are:
1. Listen (as outlined in course)
2. Give good eye contact
3. Present with nonthreatening body posture
4. Keep tone of conversation calm,
Earnest J. Kendall Instructor/Associate
Having the students write down their complaint and also allowing them to vent is a good idea but Ithink also challenging them to work through a solution or a game plan will bring them some relief, if it is school-related. If it is a personal issue, I am happy to listen and be supportive.
Hi Jennifer,
All policies should be upheld whether students like them or not. There will be policies at work that they may not like, but they must either conform or else...
Patricia
I think listening and showing empathy will, in many or most cases, defuse the situation. The student sees that you are listening to them.
But sometimes students are angry about policies that can't be changed, and it's important for the instructor to uphold these things if necessary.
Hi Sandra,
Most students are angry due to outside issues. You are right, we need to carefully listen to our students so that we can get to the bottom of the anger.
Patricia
It is very important to listen to prioritize the cause of the anger. What upset the student in class may not have been the initial cause just the "icing on the cake". If you listen to get to the root of the anger and have the student write it all down it has a calming effect and allows the student to see the problem objectively.
Of course listen first, then I like to ask the student to come up with a resolve to the problem they are angry about. Most offen then I can disscuss with the student other options or solutions to what they are angry about.
I agree that listening is a good start to resolve the solution and that having a detailed syllabus outlining consequences and explaining policies will clarify many misunderstandings. I make sure my syllabus addendum is detailed enough to deal with questions regarding late assignments, what constitutes participation in the class, etc.
I like this slow diffusing of their anger by saying you need pen and paper. You listen, which sometimes is all an angry person needs, but then by paraphrasing it back to them, they feel understood. The best is asking for their solution, and as you say, it may not be met, but they must feel they have been heard and respected. I feel this is an excellent way to help calm any angry person down. I will remember this, and try it out.
I would find out first if they are angry about something in thier personal life or if they are angry about something happening in school. Listen to what is going on and then the conversation will be directed from what they tell me.
Just like the course says you have to listen. It doesn't help if you get on the defensive or reply in an angry fashion. That can just fuel the fire. I do have a student in my classes that is angry all of the time. The problem is he is not only angry he is a bully too. He also is a leader and for some reason the fellow students respect him. He has said cruel things about me as the instructor and also about some of the students yet he is respected as the leader. I would like advise on how you deal with that. It is cumbersome and he is not allowing the students to have a great educational experience.
This was not an issue for me, in the classroom, until this past year... I had a class with one student, who challenged every evaluation of her work, and disrupted the class, almost every class! Most of her outbursts were based on inaccurate information. She sent me an angry email after I had posted her final grade, but was silent after I reminded her of every grade that she had received during the quarter.
At a different school, I had four students that would angerly disrupt the class, even before I would finish a sentence. It was difficult for me to be heard by the rest of the class, so I felt the rest of the students were being short-changed. I decide to call in the Dean, and she met with the students, off-line. That action had a positive effect, but these students were tough to challenge, each class...
I teach a hands-on technology class and I am often faced with anger directed at the computers rather than at me as an instructor. I often hear angry students threatening to do violence to the machines. My response to this is to point out that the workplace is full of technology and that we are learning to be patient with our computers and technology and then try to re-direct the angry student to engage with their computers patiently. I also model patience with the computers and computer network and I am very careful to never reveal my personal frustration with the technology (easier said than done, by the way).
Ask questions to find out what The problem is and try to help them solve it.
It is always important to always listen to an angry student. After listening to the student, ask them what they think needs to happen to change the situation. I always offer my opinion on how to resolve the issue once they have voiced their opinion.
