Sandra,
You make some great points. I like the idea of a "grade card" approach to gathering feedback. I think providing such means for people to share their thoughts constructively is smart - as long as the information is acted upon. Even if it means communicating why a suggestion was NOT implemented, it's still important to let people know their input was heard and considered.
Traci Lee
I am fairly new to this institute but in my past expierence we always took student complaints seriously because it was important that our brand was not being wrongfully put in a negative light, referrals and word of mouth is what makes a business successful. The institution would have grade cards every quater to see if our customers were satisfied and if there was anything we can improve to make the them more confortable.
We have the usual steps that is seems everyone else does: conduct students surveys, conduct instructor satisfaction surveys, and have a formal complaint system that the students can follow. I do find it interesting that some students will write anything in an email, letter, or survey, but then when you talk to them about it face to face, they seem to have a completely different story. Sometimes it comes off as a student complaining just for the sake of complaining, and not actually having something productive to discuss or address.
Gina,
I completely agree with your comment about responding to feedback in a timely manner. It only further aggravates students if they are asked for such feedback and see no indication of it being read or heard. Even if a decision is made NOT to act on certain feedback, letting them know it was heard and the reason for opting not to take certain action may sometimes still be perceived as positive since it was acknowledged.
Traci Lee
when i have a student come to me with a complaint I listen and observe the student i am always sympathetic towards the student even though there is two sides to every story. i let them know i will speak to the appropiate department siince the best result always happen when you take the proper steps to solve the matter. however, i always follow up with the student the next day just to check in for any changes since we last spoke. most times they are surprise you remember and appreciate you for getting the situation resolve in a timely manner with documentation to back you up always.
Student surveys are a great idea. Although more student surveys should be taken seriously and ideas should be implemented sooner rather then later. It seems some student's complaints/suggestions fall on deaf ears. A committee specifically designed to ensure that complaints and suggestions are handled in a timely manner is necessary. If they could meet once a week to discuss these issues and more importantly do something about them then overtime students will feel appreciated and not ignored.
I agree totally with Todd. Resolving the matter as soon as possible and following the chain of command makes the student happier and the school a better place. I do like the idea of Todd walking with the student to ensure that the problem is taken care of immeaditley. After all, the students are the reason we are here and their voices should be heard.
If a student has a complaint, I agree that the Programs Chair, Director of Education, and Campus President should address the complaint with the student and resolve it with the student.
I would answer any complaints, but the complaint must be heard up the chain of command.
Hi Todd,
I think that it is great that you take time to listen to students when they are complaining. Sometimes students just want to vent. Not becoming emotional with the student is important also. I have learned to take my emotions out difficult situations. No one likes when students complain but we can all help make changes to prevent complaints.
Thanks!
Excellent point that the follow up is crucial to demonstrate the school's commitment to resolving their complaint.
If a student has a complaint, I would present it to my director and to the school president. I would also inform them of the school's grievance policy which is in our school catalog. Follow-up with the student afterwards is crucial so that the student knows that we care about their concern.
I believe we have a chain, the educator will speak with the student, then if it can't be handled they will be referred to student services, from there the asst. director, then director. Most of the time, it's taken care of by then. The head office is also availible to take complaints.
The complaint would be discussed with the director.
I agree with he use of a chain of command approach to provide students with levels of escalation for resolution. This gives the student confidence that a matter is "seen" from high levels while also empowering each level of authority to take appropriate action.
We openly available to resolve any issues with students. We offer many contacts for students to talk to regarding complaints. They can speak to instructors and or the program director. If they feel this issue is not resolved they are welcome to meet with the campus president at any point in time. If there is a specific question or issue that has to do with a department such as Career Services or Financial Aid they may speak to there rep also. We think communication is a strong factor when understanding students needs and we remain open to helping students.
Students are encouraged to use their chain of command in such incidents. We prefer things get handled at the lowest level possible however; if a student feels that the issue is still unresolved then they can speak with the next level of authority. Personally I try to listen first, often times most misunderstandings arise from from ineffective communication. I then repeat back what I think the student said and from there we try to come to some resolve to ensure that the issue is avoided in the future.
I totally agree with Todd, we have a similar process established at our campus.
I agree with Todd. I take the time to meet with the student so they know that it is important to me to resolve their issue. I then direct them to the proper person who can assist them with their concerns.
All student complaints are brought to the attention of the Director of Student Services and The Campus President. All formal complaints must be in writing. Before a response is sent to the student it must be approved by Home Office. All complaints are handled in a timely manner.
