Managing Conficts Online
In my 14 years of online teaching I find it EASIER to manage conflicts with students ONLINE than face to face.
Email gives me time to craft my response for MAXIMUM impact. Losing control of the situation is almost eliminated because I set the pace. This is especially important when a student is trying to "push your buttons." I can cover all bases and nip potential problems in the bud.
While I am good at thinking on my feet, I prefer to use the written word when dealing with uncooperative students.
Alexander,
Great point to make for all instructors! Be clear, be consistent and be available. It is a building process from there and that is why you have been so successful.
Gary
Gary Meers, Ed.D.
I have been teaching adults since 1998. In that time I have had thousands of students. Of those, I can count the grade appeals on one hand. This is because my expectations are CLEAR and my grading criteria are FAIR. Do this and you won't have to worry about student conflicts.
Alexander, I will be starting online courses in January. I am pleasantly surprised that you noted that resolving conflicts online via email was easier that face to face. It seems as if resolving conflict face to face would be easier as you can gauge the tone, facial expression and body language of the student. As conflict resolution is one of my concerns for facilitating courses online, I feel after reading this and the other posts I have a better idea and feel more confident in dealing with an uncooperative student. It is helpful to know that utilizing email in a thoughtful way and also having a paper trail of conversations with the student has been proven successful.
Yvette,
Good strategy for instructor to employ. Checking and rechecking the email if there is a feeling of misunderstanding is a way to work through situations while keeping the communication clear and professional.
Gary
Gary Meers, Ed.D.
Hello,
I agree with you on this. When responding to students via e-mail, it gives me the opportunity to check the tone of the e-mail. The spoken word is something that we can't take back. However, e-mails gives us a second opportunity to revamp out thoughts.
The written word also provided documentation of how you handled the situation, and a paper trail if conflicts with students persist. Craft an appropriate response does take some time. In developing the response,the instructor needs to take in account the student and their possible issues, that may or may not be directly related to the course. Following the standards of the school is extremely important, and if the conflict is not a simple one, you may have to reach out for support from your lead faculty or administration. Here, you paper trail comes into play, and the documentation is there also to support you.
Dr. Bari Courts
Alexander,
Yes, the ability to reflect on the situation and refine your response can often optimize the solution. Thank you for your contribution.
Dr. S. David Vaillancourt
