I just completed ED104. It was a great course. It taught us applying various strategies dealing with students in different situations. When students confronted me and asked for better grades in the past, I usually countered each of their points and the outcome was not very effective. So I especially like the approach suggested in the module - “ When upset students confront you about a score or grade question you can reduce the tension by having them write up their complaints and submit them to you.”  What an excellent way to deal with upset or angry students. I can’t wait to apply this strategy in my next school term.