Resolving Student Complaints Mark J. Felsheim, Ph. D. Vice President of Student Affairs, Hennepin Technical College

Overview  What we will cover Common Student Complaints

Overview  What we will cover Common Student Complaints Instructor Related

Overview  What we will cover Common Student Complaints Instructor Related  What we will not cover Student Grievance

Overview  What we will cover Common Student Complaints Instructor Related  What we will not cover Student Grievance Sexual Harassment

Overview  What we will cover Common Student Complaints Instructor Related  What we will not cover Student Grievance Sexual Harassment Student Discipline

Overview (con.)  Organization Before Complaints Start

Overview (con.)  Organization Before Complaints Start During the Complaint Process

Overview (con.)  Organization Before Complaints Start During the Complaint Process Follow up

Overview (con.)  Organization Before Complaints Start During the Complaint Process Follow up  Participation Please Feel to Interrupt

Overview (con.)  Organization Before Complaints Start During the Complaint Process Follow up  Participation Please Feel to Interrupt Please Add Your Own Examples

Before the Complaints  Establish your expectations - For Technical Programs that could be part of your mission

Automotive Service Technician Program Goals The Automotive Service Technology program goals are to develop professional and employable automotive technicians by:  Providing training that meets employers needs.  Providing training necessary to develop job entry skills.  Developing a professional attitude and appearance.  Developing quality work habits and ethical practices.  Developing critical thinking and diagnostic skills.  Repairing vehicles to industry standards.  Encouraging students to become ASE certified.  Developing knowledge of safety issues in the workplace.  Providing knowledge of hazardous materials and environmental issues.

Automotive Service Technician Program Goals  The Automotive Service Technology program goals are to develop professional and employable automotive technicians by:

Automotive Service Technician Program Goals  Developing a professional attitude and appearance.

Automotive Service Technician Program Goals  Developing a professional attitude and appearance.  Developing quality work habits and ethical practices.

Automotive Service Technician Program Goals  Developing a professional attitude and appearance.  Developing quality work habits and ethical practices.  Developing critical thinking and diagnostic skills.

Automotive Service Technician Program Goals  Developing a professional attitude and appearance.  Developing quality work habits and ethical practices.  Developing critical thinking and diagnostic skills.  Developing knowledge of safety issues in the workplace.

Before Complaints Start - Faculty  Civility in the Classroom

Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations

Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations  Dealing with Absences

Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations  Dealing with Absences  Encouraging Students to Meet After Class

Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations  Dealing with Absences  Encouraging Students to Meet After Class  Giving Guidance and Direction on How to Discuss Problems

Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations  Dealing with Absences  Encouraging Students to Meet After Class  Giving Guidance and Direction on How to Discuss Problems  Keeping Things in Perspective Before Complaints Start - Faculty  Civility in the Classroom  Rules and Expectations  Dealing with Absences  Encouraging Students to Meet After Class  Giving Guidance and Direction on How to Discuss Problems  Keeping Things in Perspective

Before Complaints Start - Faculty  The Plusses and Minuses of

Before Complaints Start - Faculty  The Plusses and Minuses of Great for keeping track of conversations and assignments

Before Complaints Start - Faculty  The Plusses and Minuses of Great for keeping track of conversations and assignments Can get you in trouble

Before Complaints Start - Faculty  The Plusses and Minuses of Great for keeping track of conversations and assignments Can get you in trouble Keep it simple and direct

Before Complaints Start - Faculty  The Plusses and Minuses of Great for keeping track of conversations and assignments Can get you in trouble Keep it simple and direct Keep copies

Before Complaints Start - Students  Give Them the Same Information as Above

Before Complaints Start - Students  Give Them the Same Information as Above  Guidelines on How to Talk to a Faculty Member

Before Complaints Start - Students  Give Them the Same Information as Above  Guidelines on How to Talk to a Faculty Member  Keeping Things in Perspective – It’s Okay to get a “B”

During – Meeting with Students  Setting the Ground Rules Listening – What is the Issue?

During – Meeting with Students  Setting the Ground Rules Listening – What is the Issue? Helping Them See Other Perspectives

During – Meeting with Students  Setting the Ground Rules Listening – What is the Issue? Helping Them See Other Perspectives What Are They Going to do About This?

During – Meeting with Students  Setting the Ground Rules Listening – What is the Issue? Helping Them See Other Perspectives What Are They Going to do About This? What do They Want From me?

Meeting With Students (con.)  Giving Them Guidance on How To Meet With a Faculty Member

Meeting With Students (con.)  Giving Them Guidance on How To Meet With a Faculty Member  Offering Solutions – Mediating

Meeting With Students (con.)  Giving Them Guidance on How To Meet With a Faculty Member  Offering Solutions – Mediating  Clarifying Your Role – Not a Judge but a Facilitator

Meeting With Students (con.)  Giving Them Guidance on How To Meet With a Faculty Member  Offering Solutions – Mediating  Clarifying Your Role – Not a Judge but a Facilitator  Helping Them Keep Things in Perspective

Meeting With Students (con.)  Giving Them Guidance on How To Meet With a Faculty Member  Offering Solutions – Mediating  Clarifying Your Role – Not a Judge but a Facilitator  Helping Them Keep Things in Perspective  Advising Them on Options

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)  Reviewing the Student Issue

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)  Reviewing the Student Issue  Helping them see it From the Student’s Perspective

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)  Reviewing the Student Issue  Helping them see it From the Student’s Perspective  Pointing Out the Positives

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)  Reviewing the Student Issue  Helping them see it From the Student’s Perspective  Pointing Out the Positives  Developing a Strategy for Success

During – Meeting With the Faculty Member  Establishing an Atmosphere of Trust (Mediator)  Reviewing the Student Issue  Helping them see it From the Student’s Perspective  Pointing Out the Positives  Developing a Strategy for Success  Mediating a Meeting if Necessary

After – Assessing the Results  Follow up With the Faculty Member How Did it Work Out

After – Assessing the Results  Follow up With the Faculty Member How Did it Work Out Would Changes in the Syllabus Help

After – Assessing the Results  Follow up With the Faculty Member How Did it Work Out Would Changes in the Syllabus Help Other Strategies or Suggestions

After – Assessing the Results  Follow up With the Faculty Member How Did it Work Out Would Changes in the Syllabus Help Other Strategies or Suggestions  Follow up With the Student if Necessary (Dipsticking)