James Drogan

Here's a handy set of advice courtesy of an e-mail from Magna Publications (November 7, 2011).

Academic administrators must learn their own conflict style and how they can work within this style to set boundaries of amount of time available to listen, the topics that are in-bounds for the conversation, and the boundaries of privacy and confidences within the role the administrator occupies.

There are ten key guidelines for handling complaints. These include:

1. Don't take it personally: Avoid the temptation to take complaints personally and become defensive. Find out what action the person making the complaint expects from you; perhaps listening is all that is required. Keep your demeanor calm and courteous.
   
2. Never act on only one side of the story: Many problems stem from differences in perceptions. As you collect information, keep your stance neutral and remind people you are gathering data in the face of a problem presented to you.
   
3. Nobody knows what "everybody knows:" If someone tells you "everyone knows" something, it is a good idea to drill deeper into the facts of the case. Often, things that some believe are common knowledge have little basis in truth.
   
4. When in doubt, leave it out: If you are thinking better of making a statement or putting something in writing, don't do it. Emphasize facts and decisions, not opinions and motives.
   
5. Never attribute to malice that which incompetence will explain: Most bad things happen not through nefarious intent but through inattention, inaction, or miscommunication. Ask for clarification of facts, and repeat back what you have heard until you get it right.
   
6. Say what you'll do, and do what you say: Just as giving a screaming child a candy bar trains that child to yell for a treat, you can also train adults to behave inappropriately if you break the rules out of pressure or desire to have the problem solved. Let the person know the plan of action and its timeline, and stick to it.
   
7. In the absence of facts, people make them up: If you leave people hanging for a long period of time waiting for the next step or response, they will imagine the worst. Stick to your time schedule to alleviate this kind of worry.
   
8. Keep notes: Your notes can serve as everything from reminders of your action plan to facts required for a lawsuit. Only four things belong in notes: the date, who was present, the facts brought to you, and the action you promised. Leave speculation, analysis, and thoughts out.
   
9. Trust your instincts: If you have an anxious or fearful feeling about a situation, don't hesitate to call in someone else to help handle the situation properly with the appropriate boundaries. Don't be afraid to ask for assistance.
   
10. Some problems require formal process: It is possible that most of the problems brought to you will require only a calm ear to listen. However, some situations, like reprimands, discipline, and terminations, will require formal action. The more complex the problem, the more likely it will require a formal process. Acquaint yourself in advance with the resource people on your campus.

Unfortunately, it is part of administrative life to have to handle conflict. But with a little advanced planning and practice, you will be ready for the situations that occur.