I was able to observe first-hand a manager, program director, and myself intervene with a student who had put up so many blocks to the work required for the class and was in such denial of how her actions were affecting her grades and the classroom environment.  The most effective part of this feedback came from giving the student time to go home and reflect on the feedback and make a personal choice to return to school and "begin afresh".  Once she was shown that the situation was not hopeless, and that she had to power to make things better for herself, she chose to return with a more positive outlook.  Over the next few weeks we will see if this change and the accompanying study skills will help her turn her grade around.  I feel confident that she will try.