GUIDELINES FOR DEALING WITH DISRUPTIVE AND/OR EMOTIONALY DISTRESSED INDIVIDUALS

DEALING WITH DISRUPTIVE INDIVIDUALS

What is Disruptive Behavior?

Behavior that interferes with other students, faculty or staff and their access to an appropriate educational or work environment is considered disruptive behavior. This includes the ongoing and pervasive disruption of academic, administrative and other campus activities.

Certain behavior, such as physical assault, is clearly against criminal statutes or student conduct standards. When you experience this type of behavior, it is appropriate to contact the University Police (303/492-6666) and/or the Office of Judicial Affairs (303/492-5550).

However, some behavior, while disruptive, does not come under the jurisdiction of the criminal system or the conduct code. Hopefully, this will provide you with the tools for addressing these disruptive situations when they arise.

This discussion is not intended to take priority over departmental procedures for handling situations involving disruptive individuals. Be sure to check with your supervisor, director, or dean to learn about any protocols already in place within your work area for handling this type of situation.

What are Some Examples of Disruptive Behavior?

• Habitual interference with educational, work, living, or social environments
• Persistent and unreasonable demands for time and attention inside or outside the classroom
• Words or actions that have the effect of intimidating or harassing another
• Words or actions that cause another to fear for his or her personal safety
• Threats of physical assault

What is Not Disruptive Behavior?

• Cultural differences
• Most disagreements or differences of opinion
• Situational frustration; e.g. the person who expresses anger after being shuffled through three offices where no one has                       (a) listened,
  (b) helped, or
  (c) suggested anything better than a referral to yet another office
• Individuals who need more time for special reasons

How Should I Deal with an Individual Displaying Disruptive Behavior?

Disruptive behavior should not be ignored. Remain calm. Remind yourself, "It's not about me, it's about the situation." Tell the individual that such behavior is inappropriate. Inform the individual that there are consequences for failing to improve the disruptive behavior. Above all, do not take the attack personally.

Remember to keep your supervisor and/or department chair apprised of the circumstances. Don't hesitate to ask for help.

Are There Particular "Do's" and "Don'ts" for Dealing with a Disruptive Individual?

Many disruptive situations involve anger. Recognize that the period of peak anger usually lasts 20-30 seconds. Although this may feel like an eternity when in the throes of the disruptive situation, often it is best to "wait it out" before progressing to the "Do's" and "Don'ts" outlined below.

The "Do's":

*Do listen through the anger.
*Do prevent total frustration by acknowledging the feelings of the individual.
*Do rephrase what is being said in an attempt to identify the issue(s) at the heart of the situation.
*Do allow the person to vent and tell you what is upsetting him or her. Use silence to allow the individual to talk it out.
*Do maintain eye contact.
*Do set limits. Explain clearly and directly what behaviors are acceptable. For example, "I will be willing to speak with you as soon as you lower your voice and sit down."
*Do be firm, steady, consistent, and honest.
*Do empower the individual by helping him or her problem-solve.
*Do feel free to postpone dealing with the situation by setting another, mutually agreeable time to discuss it. *Meeting on the same day is preferred. *Be punctual.
*Do, whenever possible, separate the person from the situation that is causing the problem before attempting to reach a resolution.
*Do focus on what you can do to resolve the situation.

The "Don'ts":

*Don't interrupt, particularly during the first 20-30 seconds of peak anger. Interrupting will likely prolong the outburst.
*Don't minimize the situation.
*Don't get into an argument or shouting match.
*Don't press for explanations for the disruptive behavior.
*Don't become hostile or punitive.
*Don't demand, command, or order.
*Don't blame, ridicule, or use sarcasm.
*Don't be cute or humorous.
*Don't touch.
*Don't make things more complicated.
*Don't take responsibility for the emotional state of the individual.
*Don't ignore warning signs that the person is about to explode. These include changes in physical demeanor such as visible tensing of the body, assuming an aggressive stance, clenching fists, gritting teeth, etc.
*Don't ignore your own limitations.

What Resources are Available on Campus for Assisting Me in Handling a Situation Involving a Disruptive Student?

The Ombuds Office is available to assist students, faculty, and staff in resolving complaints or disputes with other individuals, offices, or departments within the University. The office maintains impartiality and confidentiality when working with individuals and operates independently of the usual administrative authorities. The staff is familiar with the organizational structure of the University and can provide current information about campus services, programs, policies, and procedures. The Ombuds Office is located in Willard Hall, Room 302; tel.: 303/492-5077.

GUIDELINES FOR DEALING WITH THE EMOTIONALLY DISTRESSED INDIVIDUAL

What is My Role?

As a staff or faculty member, you are in a particularly good position to spot a student who may be emotionally distressed. You may observe that at certain times of the year, particularly during examinations and holidays, students experience more anxiety. While some of this is to be expected, you might notice a student acting in a way that is inconsistent with your normal experiences with him or her. This could constitute a cry for help in an attempt to draw attention to his or her plight.

Are There Signs of Distress That I Should Know About?

• Increased irritability
• Undue aggressiveness or abrasive behavior
• Infrequent class attendance
• Excess procrastination
• Little or no work completed
• Poorly prepared work
• Marked change in personal hygiene
• Withdrawal
• Dependency (the student who hangs around or makes excessive appointments to see you)
• Excess indecisiveness
• Confusion

Are There any Particular "Do's" and "Don'ts" for Dealing with a Distressed Individual?

The "Do's":

*Do openly acknowledge that you are aware of his or her distress.
*Do let him or her know that you are concerned about his or her welfare.
*Do tell him or her that you are willing to help.
*Do listen carefully to what he or she is troubled about.
*Do try to see the issue from his or her point of view without necessarily agreeing or disagreeing.
*Do help him or her explore alternatives.
*Do make a referral to an appropriate campus department.

The "Don'ts"

*Don't ignore the unusual behavior.
*Don't make the problem your own.
*Don't involve yourself beyond the limits of your time or skill.

If I Identify Someone Who Appears to be Distressed, with Whom Can I Consult?
To Whom Can I Make a Referral?

There are two campus departments that are ideally suited to providing assistance or serving as a referral for anyone who is working with an emotionally distressed individual. Counseling and Psychological Services: A Multicultural Center is located in Willard Hall, Room 134; tel.: 303/492-6766. The Wardenburg Student Health Center Psychiatry Department is located on the ground floor of the health center and can be reached by calling 303/492-5654.