aggressive students
When the student crosses the line ... is appropriate respecting the dialogue cut?
Kathryn,
The feeling of being heard and acknowledged is very powerful and certainly can help diffuse some of their frustration. I also like how you attempt to partner with them in offering to help. Thank you for your post!
Dr. Jean Norris
This is always difficult. I try to start by asking student how they feel. Then I reflect back that I can tell they feel frustrated, etc...When they have been heard and acknowledged (let them vent briefly) I ask them what I can do to help them complete work, etc...I can also remind them that their plight is temporary, and that there is light at the end of their tunnel, they just have to look up sometimes....
I like your approach to lower the thermostat during the conversation by leading with the tone of your voice. There's also something very powerful about listening -- think about a time when someone truly listened to you and how it made you feel. What are some examples of ways to ease fears and to help a student relax during visits?
The simplest solution to solve the problem, when a student is being very agressive and disrespectful is to remember, a soft answer turns away wrath. So, when speaking to the student, take a step back and allow yourself to lower the thermostat on a conversation, by either lowering your tone of voice,or stop and just listen without having a rebutal. Overall,the goal is to win the student over with excellent customer service, no matter how you feel.
Kathryn, you make some great points here. It's all about listening to the student and empathizing with them.
Dr. Jean Norris
In my experience working on the phone with students, if there is one that goes over the line or is disrespectful to me, I try and reiterate that I am there to help. I think it is always a safe bet to fall back onto knowledge and customer service. I have a great relationship with my supervisor and I can know that if a student is ornery or overly aggressive, I can transfer the call to my supervisor. I think it is important to recognize the intrinsic or extrinsic challenges that may be causing a student to respond in an aggressive manner. If you have built a good working relationship with your student, you should be able to help them overcome their issues.
Juan, interesting question. I am not sure what you mean by "crossing the line." Can you be more specific?
Dr. Jean Norris
