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Recognizing the biases and assumptions each team member has will assist in moving beyond any failures and open new opportunities. Being transparent as Dr. Blake mentioned is extremely important. What is equally important is being able to redirect some of the blatant assumptions and inherent assumptions team members have. To learn from our mistakes, we must reflect on our biases and ask those questions which challenge our current thinking. As this occur we begin to seek new opportunities and realize the previous path could have been avoided had we challenge ourselves.
Over the years we found some best practices in managing student complaints:
1. We learned years ago to seek complaints from students. Go out and speak to students and ask what concerns do they have. Be genuine and follow up with them when they do. One becomes a person of integrity and action.
2. Take notes when listening to complaints. Ask opened ended questions to gain insight.
3. Validate the "feelings" the student have.
4. Avoid the defensive posture.
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