Get Your Students Hired
A student who is upset or angry about the class/grade will sometimes use email as a quick way to lash out at an instructor. I try to reply with a question as to how I can help resolve the issue or find out if there is an issue that they want to discuss with me in person. What other ways can an angry email be turned into an open discussion?
I have not experienced this issue myself from my students, but if I did, I would reply with a request to meet with him/her individually to work together for a solution to whatever the problem may me.
Hi Eric,
Face-to-face works a lot better for me. It's a lot easier for people to verbalize unpleasantness via email. Emails can sometimes be a very easy way out to a lot of things.
Patricia
I too am wary of the way tone can be misunderstood in an e-mail. I try not to assume that another is expressing anger, and I am also cautious in the way that I write. That being said, if I do receive an e-mail that is clearly written in anger, I do not usually respond electronically. Like Patricia, I find it wise to schedule a face to face appointment when responding to anger.
Hi Dixie,
Great idea! At least the immediate supervisor would be in the loop.
Patricia
I suggest that in replying to such emails, we might also copy our immediate supervisor, just as an early alert.
Hi Thomas,
Wow! You held your position as a professional. Not one time did you bad mouth her via email. You were the bigger person, and you did the right thing to make your superior aware of this situation. You handled this situation like a true professional!! Way to go!!
Patricia
I agree that a face-to-face usually would be the best option, but at times that may not be possible. I was teaching an online class, where some of my students live in another country. One student was using the thread discussion to vent her dislike about me. My average student would send me one email per week. This student was sending me 5 emails per week, wanting me to provide assistance every step of the way through the course. I realize that some students need a little 'hand holding' sometimes, but they need to be independent also (this was an online course). This student did not feel as though I was supporting them, hence, I was being ridiculed through the course. During these times you need to be fair to them even if they are not being fair to you. I gave her the grade she earned through her work, and made my superior aware of the situation.
I agree with Owen. The elimination of personal wording and addressing the issue can help change the direction of the converstion. This can make the face to face follow up a less emotionally charged situation.
Hi Daronell,
It is vital to hear what the student has to say. By listening to the student sometimes, this in itself resolves the situation.
Paricia
Ricardo,
This is a great way to help de-fuse the situation. I agree that following up is a good action plan.
This is a good one. I usually will ask the student what they felt was done wrong. I will also remind them of any violation of code of conduct and that the student should always look to make their case without showing inappropriate behavior.
Hi Scott,
I am a firm believer that no conversation is as effective as a face-to-face conversation. I prefer face-to-face as well.
Patricia
This has never happened to me, however, I would simply request a one-on-one (face-to-face) meeting as soon as possible. Would prefer not to discuss anything via phone. Emails can be hard to interpret at times, feelings, et. al.
Hello Owen,
I like your thoughts on how to be tactful. It appears you generally use a very calm approach to things. I am sure your students appreciate you.
Patricia
I think as long as you remain professional you can often defuse hostile email. by eliminating any personal wording and simply addressing one by one the concerns or problems you can easily shoot holes in a "flakey" argument. Once that is done you can follow up with a personal conversation if the person feels they still have an argument.
Hello Ricardo,
Absolutely, you address the situation immediately. It sounds like you do not tolerate this type of behavior, and I don't blame you. Continue to maintain control!
Patricia
Hello Patricia, I do try to answer angry e-mails but in a very professional matter and I point out that their anger or sarcasm in the e-mails is not acceptable and that if they have an issue they should come in and talk about it. I find that if I ignore the e-mails the students think it's okay to rant again via e-mails
Hello Caleb,
At times, I have discovered that it is best to discuss certain things face-to-face. I love e-mail, but sometimes I prefer the old fashioned way of communicating, which is face-to-face. Give me an example when you had an email situation that was best to discuss face-to-face.
Patricia