Addressing Complaints
What do you feel is the best way to address student complaints and why?
There will always be student complaints but faculty and staff must address all complaints with fairness and consistency. The first step is to listen to the student’s assessment of the situation without judgment. Often, students are happy just to have someone hear what they have to say. One should assess whether he or she is qualified to address the complaint. Some complaints require sensitivity and discretion. It is important to recognize those instances that may require additional help such as HR issues, or those complaints that require a grievance committee to be formed. The next step is to gather all information. There may be many sides to the story.
The resolution of any complaint must be fair, and comply with school policy as well as any regulations. I live by the motto do what is best for the student – which is not necessarily what the student wants nor does it suggest that the student is always right. Working through a grievance is definitely a learning opportunity for everyone involved but it is also an opportunity for students to hone their professionalism. Asking students to present their grievance in a professional manner, having them work through the problem with the other party when appropriate, and helping them to accept the answer whether or not they get what they initially want, all help them to sharpen soft skills they will need in the job market.
Once a decision is made, it should be acted on quickly. The parties involved should be informed of the decision and what, if any, further actions they must take. It is also important to make sure that these things happen.
Finally, there should be a follow-up with the student to make sure he or she understands why the decision was made and what will happen as a result. It is also a good idea to review school policies and or training materials to see if any adjustments should be made to prevent future occurrences.
Sharon,
Thank you for joining the forum! Educators are like parents. Sometimes the decision to uphold a policy is difficult but at the end of the road they are grateful and understand.
Cindy Bryant
Students who have a complaint should be met with and listened to. One of the most important things is to listen and then acknowledge their complaint. Adhering to policy and prodeure will allow managers to address complaints whether the outcome is good or bad.
Addressing a student complaint promptly is very important. You must listen to their concern and then act on it. Whether the action is what they wanted or the complaint was not validated, acting on it will set the stage for you as the employee to be concerned and to always have the students best interest in mind.
Patrick,
Student complaints can be frightening for any employee to address. Complaints should be seen as an opportunity to improve the campus operations regardless of the outcome. How a school handles a student complaint may control the students reaction. Unresolved complaints can result in a negative outcome for the schools reputation.
Cindy Bryant
You are absoultly correct. Quite offten a student complaint is only the tip of the iceberg and by revealing the underlyibg issues we can make positive changes.
Is needed a clear institutional procedure to address complaints with consistency. Complaints are part of the day by day operation of the schools. The students need to know the procedure and know that they have someone hear what they have to say. The student or students need to know that the school and the company take very seriously the complaint and will work in order to take the right actions in a short period of time. Is very important the confidentiality and work in order to gather all the information needed before take any resolution. This a learning opportunity to everyone based in the rules of the conflict resolution techniques, the campus and company policies and regulation from accreditors and department of education and is a very important opportunity to review and improve the school operations.
After the decision is made, all the parties involved must be informed in written and keep the records for future references. The follow-up of the decision and actions is very important part of the process.
It's important to address complaints quickly because the longer the student waits, the more likely they are to get more upset, as well as talk to other students about the issue. It's much easier to address a complaint with the student when they are calm. Most times, students just want to be heard and express their opinion. If we give them that and listen to what they have to say, then we can address their issue, offer a remedy or solution and follow up with the student to make sure that they are satisfied. A satisfied student is great marketing for the school!
Stephanie,
Very true, the sooner a complaint is addressed the less time students have to focus on the negativity of the incident or concern.
Cindy Bryant
Remain neutral. First one should validate the person making the complaint. Then the facts pertinent to the complaint should be acquired. Then all parties associated DIRECTLY with the complaint should be interviewed. Determine if a policy or regulation has been violated. Determine what consequences are and follow through. The framework of any discussion like this is to honor the opinions of the people involved, get to the truth as best you can and hold to policy and standards.
Also, by acting promply, it assures the student that the wheels are in motion to help resolve the matter.
When a student has a complaint or concern it is important to let them know you are there for them. Sometimes, depending on the issue, they may feel you are the only one on their side (their issue is now your issue.) Listen, assess
the information, let them know you will look into it, contact the proper personell if needed, investigate, and always follow through to the end with the student. If the students complaint could affect other students, say it be something in the classroom concerning education, safety, etc., it could cause a domino affect if not handled promplty. The student is the customer, and customer service is what it is all about.
I feel the best way to address a students complaint is to listen to them explain why they feel the way they do. Assure them that you will do what you can to help them understand or correct the situation. If you aren't sure of the answer do not tell them that but let them know that you will check into that. Once you have discussed the situation, and how they feel ask them if you have answered thier complaint and questions and if they have any other questions that you could possibly help them with.
Tammy,
Thank you for sharing your point of view on student complaints. You are right on target when you say that complaints can have a domino affect. Unresolved complaints create a negative energy among the students and sometimes the faculty and staff. Faculty members may not have the ability to resolve complaints but they are the first to hear from the students when something goes awry.
Cindy Bryant
I feel if you're patient and let the student express themselves, even if they're in a mood, it helps them release so that they can calm down and move forward. Of course this is for a non-violent situation. :) Sometimes students feel better after they vent. Especially, the ones that have just left home and feel as no one wants to listen or help them.
Sandra,
When addressing concerned students "listening" is the best thing that we can do. Listening is an art form that if we do it well we are able to better understand the situation and work toward a solution more effectively.
Cindy Bryant
I agree that it is important to address the issues quickly before a mole hill turns into a mountain. Rumors get spread with incorrect information and things may escalate quickly.
I think that listening is also a huge part of the equation. Listen and ask questions with out judging or becoming defensive.
While you can't make everyone happy all the time at least you can handle things in a mature way and hopefully come to an understanding.
Student complaints should be addressed in person and with a sense of urgency. Listen to the student and let them know when you will get back to them. Also, ask them what they are looking for as a solution.
Linda,
Addressing complaints in a timely fashion helps schools avoid additional issues. When a student's complaint is addressed by the school they are not as quick to call the state agency to seek an answer. This opens the door to investigative actions by the state whether founded or not. This should be avoided at all costs.
Cindy Bryant
