2015 NACADA Annual Conference Session 206 Room Octavius 1719 Tuesday Oct 6 1115 am 1215 pm Introductions Presenters Dawn Fettig amp Megan Stephenson Goals for this session ID: 613271
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Slide1
What to do when students complain about their advisor: Best practices for handling student complaints
2015 NACADA Annual Conference
Session:
206
Room:
Octavius 17-19
Tuesday, Oct. 6, 11:15 am – 12:15 pmSlide2
Introductions
Presenters:
Dawn Fettig & Megan StephensonSlide3
Goals for this session
Recognize and deal with stress responseApproaches for delivering bad news/managing
conflict
Develop strategies
Best practices to individual interactions in a complaint scenarioSlide4
Secondary Trauma (Compassion Fatigue)
Who is at risk for secondary
trauma?
What are some common symptoms of secondary trauma?
What are some prevention strategies?Slide5
Setting the StageSlide6
Appreciative Advising Techniques
DisarmDiscoverDream
Design
Deliver
Don’t settle
Disarm
Discover
Dream
Design
Deliver
Don't SettleSlide7
Mediation techniques
Effective mediators strive to
Recognize
and honor diversity
Be open-minded Be caringSlide8
Real life scenarios
Get in small groups and discuss given scenarios.
You will have 5 minutes to determine
best practices. You will report back to larger group, so be prepared!!Slide9
Guiding Questions
What would your first step be?
Would
you follow up with the Student? Why or why not?
Would you follow up with the Advisor? Why or why not
?
What
are some other things
to
consider
?Slide10
Scenario #1:
A student has a complaint about their advisor (from reactive survey)
A
nna
Visor was wonderful but she left. Mya is very nice but she’s new and inexperienced. Slide11
Scenario #
2: A parent has a complaint about their student’s advisor (e-mail)
Their son wants to change majors from Jurassic Studies and his Advisor will not talk about other majors. Slide12
Scenario #3:
A campus level administrator sends a student complaint to the advising administrator (phone message)
The Dean of Students Office calls to relay a concern. The advisor had a satanic emblem prominently displayed.Slide13
Scenario #4: An advisor
reports a student complaint to the advising administrator (in conversation)
Student tells Advisor A that they feel unsafe meeting with Advisor B.Slide14
Things to consider
How you hear about it Student centered service FERPA
Significance and patternsSlide15Slide16
Resources
"Chapter 6: Appreciative Advising." Academic Advising Approaches. Strategies That Teach Students to Make the Most of College. Ed. Jayne K. Drake, Peggy Jordan, and Marsha A. Miller. San Francisco:
Jossey
-Bass, 2013. 83-103. Print.
Roundy, Jack. "Tips on Making Effective Referrals in Academic Advising." Academic Advising News, Vol. XIV No 2, April 1992, 2, 10. “Secondary Trauma - What is it?” Retrieved December 5, 2014, from http://secondarytrauma.org/secondarytrauma.htm
Simpson, L. R., & Starkey, D. S. (2006). “Secondary traumatic stress, compassion fatigue, and counselor spirituality: Implications for counselors working with trauma”. Retrieved November 20, 2014, from http://www.counselingoutfitters.com/Simpson.htm