Advising Difficult Students: De-Escalating Interactions & Resolving Complaints


January 18, 2018


Sue Ohrablo, Ed.D.

  1:00 PM ET | 12:00 PM CT | 10:00 AM PT | 75 Minutes

* Not able to attend the live session? We can arrange an on-demand session for You. Please call 1-‪814-892-0304


Advisors face the challenge of working with a variety of diverse students, some of whom may be unpleasant, seemingly unappreciative, rude, or even aggressive. Charged with helping students, advisors can find it difficult to assist students who do not accept responsibility for their behavior and place blame on the advisor for anything that goes wrong in the student’s academic experience. As a result, advisors may be at risk for introducing bias into their advising. It is essential that we attempt to understand the source of negative student behaviors and attitudes, and reduce or eliminate our emotional response to them in order to provide quality advising. This webinar will help advisors understand the underlying factors which impact student behavior and provide them strategies for positively de-escalating interactions and resolving student complaints.

Learning Objectives:

  • Examine sources of student frustration and anxiety
  • Identify potential triggers to negative student behavior
  • Learn about the role of fear as it pertains to anger
  • Discover ways to assess and meet student needs
  • Understand how to defuse escalated interactions
  • Explore ways to promote student responsibility and accountability
  • Identify strategies for improving advisor effectiveness and accountability
  • Learn how to develop a protocol for establishing expectations regarding acceptable student behavior

Who Will Benefit:

  • Student Services/Affairs
  • Academic Advisors
  • Academic Advising Administrators
  • Faculty (full-time and part-time)
  • Any educator interested in learning more about dealing with difficult students

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