how do we motivate the one person in class who is so hard to get thru too

I found that rapport is easy to get with students, but I have some problems with homework and the load they think it brings. this causes stress for me personally because we do most of it in class. where is the cut off line to what you should do

having students know that we are a "safe haven" for them is important sometimes the only person they can talk to is us. by being fair and impartial we can help them.

how do we as instructors diffuse the drama before it overtakes the class. The problem I see is while attempting to redirect it ends up involving everyone.