@smcgowanaolc Shawn, what you're describing sounds very challending, indeed! I would begin by making sure the person knows I am listening to their complaint. I would take notes, and repeat back to them what their diffculty is, point by point. I would express concern over these areas, and show empathy for their frustration. Nod a lot. Ask questions about what they have done so far to pursue resolution, and make notes about that as well. Then assure them that you will pass along their concerns to members of leadership who are in a position to help the situation. You could say, "It sounds like you are dissatisfied with the process of turning in your assignments by noon, and feel there is a lack of communication from your professor regarding requests for an extension of deadlines. You've made several attempts to call and email, with no response, and this has adversely affected your grades. With your permission, I am going to share your difficulties with leadership so that we can examine ways to improve this process for you and all students. Also, I will request that your individual situation be considered to see if there is anything that can be extended to you to help you improve your grade on that late assignment. I would like to share any other recommendatons that you have for improving this process, so please feel free to share those with me. Meanwhile, I want to thank you for your openness, and encourage you to continue to voice your ideas for making improvements." It seems that your role at this point is just to do all you can to receive their feedback with calmness, and allow them to vent, and steer them toward solutions. Good luck!
