Coordinators’ Perspective of Difficult Students and Encounters Presented by Mary Hursey Deb Dixon

Introduction Department of Family and Community Medicine University of Kansas School of Medicine-Wichita

Objectives Describe types of “difficult students” and “difficult encounters” Identify solutions for managing such students and encounters Recognize when to involve Clerkship Director Discuss your experiences with difficult students/encounters and when you involve your clerkship director

Difficult Students Focus on behavior – A student who is resistant, non-compliant, demanding, challenging

Types of Difficult Students Unprofessional Overly confident Oblivious Dependent Presented by Mary

1. Unprofessional Description – Disrespectful, discourteous, self-centered Example Chronically tardy Inattentive or disengaged Does not notify key personnel

2. Overly Confident Description – Strong self-assurance, know-it-all, presumptuous Example Expects request to be met Uses condescending tone Feeling of entitlement

3. Oblivious Description – Unaware, forgetful, clueless Example Missed scheduled activities Makes changes to their schedule Unmindful of others

4. Dependent Description – Helpless, needy, unsure Example Asks for more detailed instructions Contacts coordinator multiple times Requires handholding

Solutions – Difficult Students Unprofessional – Remind student of appropriate conduct and expectations Overly confident – Give alternatives to requests or review protocols Oblivious – Provide additional reminders to student including the impact of their actions on others and their grades Dependent – Offer reassurance and clear direction

Difficult Encounters Focus on situations – Circumstances with students requiring considerable time, effort or skill which are not always easy to resolve

Types of Difficult Encounters Students with specific needs Interpersonal conflicts Last minute changes

1. Students with Specific Needs Academic Fund of knowledge lower than expected, struggling in clinical setting or with course work Health Mental health issues, chronic illness or accidents, burnout, substance abuse Learning Learning or physical disability

2. Interpersonal Conflicts Peers Personal issues with classmates Faculty Challenging

3. Last Minute Changes Student’s personal life Academic Illness Weddings Family issues Academic Clinic location Call schedules/ community clinics Academic and Student Affairs or Office of Medical Education

Solutions – Difficult Encounters Students with specific needs Help student find resources for their particular situation Interpersonal conflict Beware of the situation and decide what action needs to be taken Last minute requests Set a policy for last minute requests

When to Involve the Clerkship Director

When to Involve the Clerkship Director Impacts student’s grade and/or overall performance Consistent pattern or issues from the student Student resistant to coordinator

Discussion

Discussion Share your experiences with a “difficult student” or “difficult encounter” Describe scenario Give your solution or get audience advice Share your rules for involving your clerkship director

Summary Difficult student Difficult encounter Recognize behavior and address appropriately Difficult encounter Understand the situation and develop policies Involving the Clerkship Director Develop guidelines

Mary Hursey – mhursey@kumc.edu Deb Dixon – ddixon@kumc.edu