That's a very interesting and useful point. I would add that it's a fine line when you let an angry student take your attention and them out of the classroom; the rest of the students must be kept busy with something useful.
When I first encountered an angry student, I listened as he verbalized his complaints. I wanted to find out what exactly was he angry about. While he rambled on, I realized that his complaints was about the program in general. Some of his complaints seemed like it happened in the past and there was really nothing that could be done about it now. However, it seemed to me that the student was trying to blame the past for his failure at the present. Instead of focusing on his learning, the student is spending all his energy in staying angry and looking for ways to elevate his complaints to the administration.
I feel that by spending time to really listen to this student, I have earned his trust. And because of that, I know that when it's time for me to talk, he also listens. He still insists on his clouded beliefs but at least he follows my advice, albeit grudgingly sometimes. And when a positive outcome occurs after following my advice, I would praise him and encourage him to keep up the good job.
I agree. I was also advised that I can always call security to escort the student out of the classroom and off the premises if necessary. This will also give a message to other students that the school will not tolerate such behavior on campus.
I agree with you, Diane. You have to work on keeping the personal side out of the equation and also take the class out of the mix. The class can be a audience for the student to grand stand in front of and a support base in the student's mind. Listening is important but if that is not a quick fix and the student continues then additional help such as administration or security in needed immediately.
I know now that it is best to fully listen to the complaint. Perhaps, a success plan can be developed to move forward and provide a positive outcome to the initial compliant.
If it is suddenly in the middle of lecture, I try to get a brief expaination and then I would give the class a 15 minute break and maybe an assignment until I return. The angry student and I will be in my office, and I listen and talk notes. What area I can help give words of wisdom, or suggest various support teams or even help identify the postitive and negative aspect of the student's situation I try to establish. I always try to identify the "BIG PICTURE" and how it is affecting their life and behaviour. I do inquire as to the student's goal and work from there. When its from not taking their medication or confusion about an incident not related to the class that different road is reschduled for a quick but different appointment time and I strongly suggest returning to class or taking a break and to see me later.
When I am confronted with an angry student I ask to talk with them alone. I usually step out in the hall to discuss the situation. However, after reading some of the ideas I think I will also add having the student write down his/her complaint. I think this would be great therapy for that student. For one thing, they will be dealing with their own feelings.
I deal with at least one or perhaps two angry students each module. I've learned that the best thing to do is to simply listen. I have made mistakes in the past when I first started teaching by "engaging" with these angry students. I believe this is a common pitfall among new instructors at career colleges. I've learned by allowing a student to vent, hearing them out, the anger usually dissipates and affords both the student and instructor time to come to a common resolution to the issue.
I do like to remove the student from the class and have one on ones.Removing the audience.
I prefer to ask the angry student to talk with me during the class break, which is a fifteen minute time regularly scheduled for a three hour class. That way the student knows I am setting aside private time for them, have not actually singled them out re. their anger, and that this also gives them some cooling off time. If the anger is after the break time, then I ask them if they could meet with me between classes.
I have learned it is best to remove the student from the class and quietly listen to his complaint giving him your full attention while remaining calm. After the student is finished with his explaination express your concern for the disruption and suggest in the future to wait until the end of class and discuss the situation privately with the instructor.
Make an appointment with the student where they can come prepared with their complaints written down for discussion.
I would try and make a rapid assessment of the situation and if I felt there was no physical danger I would give the rest of the class some work to do and then have a private conversation with the student to endeavor to determine a possible problem. If I felt the student might be a physical risk, I would alert security before engaging the student. I think as there are many degrees of 'anger, there is no 'one rule fits all' fix.
To confront angry students I try to isolate them to preserve their privacy and then discuss the situation with them in a calm and quiet manner to help facilitate their calming down. If that doesn't work and they are mad at me I will go get a middle person to act as an objective person to mediate. This allows them to give them a constructive outlet and way to express their displeasure and hopefully leads to a quick resolution.
One of the things that I try to do when dealing with an angry students is to seperate them from the class. Many times, having an audience can add fuel to the student's rage and only intensify the situation. I also be sure to take time and really listen to what the student says. I might be the only person the student is able to talk to, so I look at this situation as an opportunity to help the student.
I don't take it personally. If I become defensive, then the situation becomes involved and personal. Using therapeutic communication, I state the obvious: " you seem to be upset/angry/displeased, about a situation/assignment/policy, etc. What can I do to help.
Offering help when a student is expecting an argument works most times to diffuse a volatile situation.
Many times, students need somebody to vent their frustrations on. Active listening is an art worth developing.
Sometimes anger is a good thing. Try and find a way to turn that negative into positive energy. If a student is angry about a situation at school, ask him/her what she thinks is the best solution for the perceived problem. Make them understand that their suggestion might not be applied but at least when you listen and ask for their opinion, it makes them feel that somebody is willing to listen to their ideas.
Hi Esperanza,
I agree! What a great way to make a student feel that he/she is important. Listening is key.
Patricia Scales
I use classic dialogue with them and it seems to work.
Always listen and try to put yourself in their shoes. Show them that you understand where they are at and that you care.
I never retort back to them with anger or accusations. I use explanations for things and reasons why we have to do things a certain way. Finally I always ask what I can do for them. If they understand that I want to help and I am not the enemy this can usually calm them down. Often times people are angry because a need is not being met. I have found that the response to this question is usually nothing. Just the fact that I am offering something to them is enough to let them know that I care and I am willing to help them out.
Listening! I have found that their anger is usually rooted in some other problem, most often having nothing to do with class or class work. By listening I can direct them to our student resources that can better assist with the actual problem
Common problems are financial, transportation or lack of child care.
