1-Remain calm and speak in a controlled manner.
2-Try not to take it personally.
3-Acknowledge that the student is angry.
4- Tell the student that if they calm down it will be easier for you to help them Empathize with the studentââ¬â¢s frustration, while explaining the University policy, rule or requirement. Empathic statement examples include, ââ¬ÅI can see that youââ¬â¢re upset by thisââ¬Â or ââ¬ÅThis feels like itââ¬â¢s really important to you.
5- Let them know what you CAN do, not what you CANââ¬â¢T do.
6-Recognize that, while for some students empathy will transform the situation, for others, nothing you… >>>