I like the idea of having the angry/frustrated student write down their concern, so it will calm them down, allow them to reconsider the validity of their complaint, while give the instructor time to re-evaluate and plan the best response.
I've dealth with angry students, frustrated students, cheating students, and "know it all" students..
It's always a challenge to do the right thing, come across the right way, say the right words, express the right feelings.. but it's a continuous learning curve that won't stop as long as we deal with others...
Self control is of atmost importance, and pausing before any response might save us a huge deal of drama..
Listen then react is a golden rule, but it shouldn't happen during class time.
Documenting any argument will prove valuable when situations get escalated.
