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

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

3. 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

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

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

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

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

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

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

10. 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

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

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

13. 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

14. 2. Interpersonal Conflicts
Peers
Personal issues with classmates
Faculty
Challenging

15. 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

16. 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

17. When to Involve the Clerkship Director

18. 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

19. Discussion

20. 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

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

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