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 “This situation is difficult, although the course of action is clear. Barry must make another appointment. He absolutely should not be seen at the expense of another student who was considerate enough to make an appointment in a timely fashion. Especially since he has already missed several appointments, he does not deserve special accommodations. I would have the secretary take his number and I would call him back myself when I had a moment alone in my office. I would explain the situation again and make the appointment at my next available slot. I would then inform my Director what I did and I would make a note for Barry's advisement file. If he was abusive to me on the phone, I would consider reporting him to the Dean of Students and request their advice on how to handle him in my office should he become abusive. I would then take an antacid and go for a brisk walk during lunch! (I would do the same on the day of his appointment too!)”~ Jackie Skrzynski, Ramapo College, September 5 “I would first tell my receptionist that when I asked not to be disturbed I really mean it (smile). Secondly would tell her that she should never allow someone (anyone) to use foul language with her or be verbally abusive. Then even though the student I am currently with heard the person's name they should not be aware of the details of the issue so I would excuse myself and take the call somewhere private – even if I had to ask my current appointment to step out for a minute. I would then tell Barry that I am booked and that I did not appreciate him being abusive to my receptionist and that if he wants an appointment he will get one in a time slot after the two weeks. If this causes him to register late, then he should be told that had he kept his earlier appointments this would not be an issue now. Also, that if he misses this appointment he will be responsible for rescheduling another. I would make notes of the situation and conversation in his folder.”~ Robin, University of Southern Mississippi, September 5 “I would schedule an appointment for Barry for late Friday afternoon, at a time when most students find it inconvenient (on their way out of town for the weekend). Regardless of how many times a student stands me up, I can't just cut them off, but I can make it more difficult.”~ Sue Mossing, University of Mississippi, September 5 “Although it is clear that Barry needs another appointment, and I am not available, I would excuse myself from my appointment and take two minutes for Barry, realizing that he has an ongoing difficulty.I would ask Barry to refrain from inappropriate language at all times. Then, letting him know that although I am booked, he is welcome to write out his questions and leave them in my box. And I will get answers to him within two days. Or he is welcome to email his questions to me. As far as his previous behavior, I would remind him that it is unacceptable in the future. I would also, choosing my words carefully, suggest that he meet with someone from the counseling center. Whether or not he responds initially, I've 'planted the seed' that seeking counseling may be of help to him.” ~ Vicki Foy, College Completion Counseling, September 7 “The best thing to do for Barry is to treat him like the other students. Abusive language and behavior should not be tolerated. I would call him later and let him know that this is unacceptable, and try to find out what his problem is. I would 'give him one more chance' to come in, and monitor it closely. I would write everything ! up and share it verbally and in writing with my superior. If his family are so important to the college, it doesn't mean that they don't give a damn how their son behaves. I wouldn't contact them, but I would welcome their intervention with this young man.”~ John Wick, Naugatuck Valley Community College, September 7 “We once had a student like 'Barry X.' He was not only abusive over the phone. He would walk into our receptionist's office using abusive language and making demands to see an adviser. When he was not accommodated, he stormed out of the office stating he would be back the next day. When he 'stormed in' the next day, he was quickly escorted to the Registrar's Office, read the university's 'Standards of Conduct' and asked if he would like to see the Dean of Student Affairs or meet with the Undergraduate Council. He selected his third option; he apologized to the office staff and acted appropriately during his advising visits.”~ David W. Barham, Troy State University Montgomery, September 7 “Unfortunately, this is a difficult situation, yet solvable. In the first place, there needs to be some support mechanism for the receptionist. Perhaps, an office manager or administrative assistant of the unit could intervene on behalf of the receptionist. At this point in this communication process with an irate student, positional power is most effective. Often, when irate students feel that they are being assisted beyond the receptionist level, they tend to be more cooperative. I do not believe that this is a situation that warrants the immediate interruption or action from the adviser. Front-line staff members in this office could probably benefit from workshops in conflict resolution – learning how to redirect the negative situation to a more positive course for action. From my own observations, students like Barry will go to the limit of trying to get their way. After realizing that their behavior is not getting them what they want, they tend to back down – especially after it has been pointed out that they neglected some of their responsibilities. I really believe that student problems of this magnitude should be handled by a a staff member who is trained and skilled in dealing with these specific situations.”~ Catherine M. Hence, Temple University, September 25 “Of course this is a tough one, but it also is an opportunity to 'test policy.' I have a 'three strikes and you're out' rule. If a student schedules three appointments and is a no-show, then they can no longer have blocked appointment time, but they can come in as a 'walk-in.' In this instance, I would take Barry's phone number and have my assistant give him a call-back time. I would explain the reasons why I cannot schedule an appointment. I would offer to put him on a 'cancellation list' in case other students have been 'no shows' as he has. Finally, I would not leave him without an alternative. I would refer him to someone else having explained the situation. I would also document the situation carefully and inform anyone who needed to know what happens with a 'careful handling' person, but they would receive the same treatment I give everyone else.”~ Robin Torres, Marist College, September 28 The Mentor is published by Penn State's Division of Undergraduate Studies Available online at www.psu.edu/dus/mentor/ Privacy and Legal Statements | Copyright | © The Pennsylvania State University | All rights reserved | |
