· Try to maintain a calm, neutral tone
· Active listening (nod, paraphrase, repeat back key points)
· Avoid interrupting or raising your voice
· Depending on how the individual is communicating, it can sometimes be difficult to fully understand what is causing them to be upset. Do your best to try to understand the cause of the frustration.
· Level of escalation
o Mild: Individual is visibly annoyed but cooperative or, at least, not escalating further.
§ Upset that they cannot have an advising appointment the same day, but they accept a later date.
o Moderate: Individual is upset, raising voice, or visibly distressed.
§ Upset that they cannot have a same-day advising and begins to lose temper or elevate their tone. Complaining about service, cursing, etc.
o High: Individual is yelling, making threats, or displaying aggressive behavior.
§ Completely unwilling to listen to any solutions. Shouting, cursing, threatening, getting into personal space, etc.
· Mild
o Acknowledge their concern
o Clarify the outcome they are seeking
o Provide solutions or next steps within the scope of Wolf Central
· Moderate
o Politely let the individual know that you are going to notify your supervisor of the situation.
§ “I want to make sure you get the best support. Let me contact my supervisor to further assist.”
o Notify supervisor and provide clear, factual summary of the situation.
o Utilize Wolf Central Chat to ensure that all Coordinators and Admins are notified of the situation and can respond as soon as possible.
o Discuss with your supervisor if a Student of Concern form should be submitted.
· High
o Contact Campus Safety if there are threats, aggression, or other safety risks.
§ You can also notify Campus Safety of the situation so that they are on alert and prepared to respond.
o Notify supervisor so that they are aware of the situation and can intervene until Campus Safety arrives.
o Submit (or work with your supervisor to submit) a Student of Concern form.
· Campus Security (for threats, aggression, or safety risks)
· Counseling Services (if the student is in emotional distress)
· Other departments (if the issue is specific, e.g., Advising, Financial Aid)