1. Working with Difficult Students in our Service Areas Presented by: Sara Dorer, MA Director of Student Life and Conduct Grand Rapids Community College

2. Session Description Front line staff and Student Service managers are faced with difficult students and disruptive behavior in the community college setting on a somewhat regular basis. In this session we will examine common issues and strategies for response, while also discussing how to learn more about the resources available at your institution designed to assist with student behavior issues.

3. Overview Our Experiences Our Students Our Options When to get someone else involved

4. Difficult Students What are you experiencing? Cell phones/music Cursing/yelling Demanding Entitled behavior “I pay for this service”, “I’m going to your supervisor”, etc.

5. Our Students Coping Skills Empathy University of Michigan survey Students 40% lower in empathy than counterparts 20-30 years ago Mental Health Issues 2006 National Survey of Counseling Center Directors 40% of students had severe psychological problems

6. Our Students Technology Balancing many things at once They need to understand “why” Unfamiliar with failure Helicopter parents

7. Tips for Creating Civil Work Spaces Utilize Excellent Customer Service Know your process for complaints

8. Tips for Creating Civil Work Spaces Establish policies of respect and post clearly if needed Address problem behaviors immediately (1-on-1, in private if possible)

9. Managing Difficult Behaviors: In the office “You don’t know sh*t when it comes to financial aid.”

10. Managing Difficult Behaviors: In the office Listen, respond, listen again – avoid defensiveness and assumptions Clearly state what you need and what you will do if behavior is unchanged If going no where, cut student off and schedule them with your supervisor

11. Tips for Confrontation De-escalate the situation Be simple and direct Ask questions that encourage the other person to look for a solution Confront behaviors, not values or the person Stay calm (speak softly and slowly) Stay at or below eye level Affirm and acknowledge the other person’s position

12. “Give me my friggin’ money, or I’ll complain to your Supervisor and tell them you should be fired.”

13. “All behavior makes sense – if you see someone do something, it worked for them in the past.” - Mark Taylor

14. Managing Difficult Behaviors: On the phone Clearly state behavior expectations and consequences If need off phone, schedule phone meeting with supervisor

15. Your responsibilities: Document, Document, Document Contact supervisor before student does when possible Report students of concern If someone suggests introducing their “lawyer”, ask for name of counsel. If provided, cut further conversation.

16. Know your options for support: Supervisor Student Conduct Office (Office with Conduct Responsibilities) Behavioral Intervention Type-Team Police/Security Counseling

17. What should I report? Significantly disruptive behaviors and/or “repeat offenders” Threatening comments (written or verbal) Odd behaviors (trust your gut) Suspicions of a student under the influence Bullying/harassing behaviors (either directed toward you or reported to you) Any concerns for safety

18. Safety Tips Know your campus emergency systems (phone options, call boxes, etc.) Be aware of your environment Think through lock down and evacuation routes Utilize your Campus Security/Police services – Escort Service – Refer students who note concerns/crimes

19. Questions? Contact information: Sara Dorer sdorer@grcc.edu 616.234.3924

20. Resources Twenge, J. (2007) Generation Me: Why Today’s Young Americans Are More Confident, Assertive, Entitled – and More Miserable Than Ever Before University of Michigan Institute for Social Research – Empathy study W. Scott Lewis, JD – The National Center for Higher Education Risk Management (NCHERM) “Preventing and Managing Disruptive Behaviors” MCCSSA 2010 Spring Conference Mark Taylor, M.S.W., Ed.D. MCCSSA 2011 Fall Conference