Professional
Communication
The Problem

As more and more communication is
done behind the perceived safety of a
screen, many people are losing a sense
of proper tone and manners.

In the last few semesters, I have
noticed a marked change in the
boldness used by some of my students.

This presentation will provide some
examples of good communication and
some communication that needs to be
improved.

At the end of the presentation, you will
find an assignment that is due.
Scenario One

MyLIT had gone done for a few
days. Although the students had
been instructed in the first week of
the semester to avoid MyLIT, some
students failed to heed that
advice.

I posted a reminder that MyLIT was
down and that students should log
into Blackboard directly. Students
were reminded that a malfunction
of MyLIT would not change any due
dates.

Student: “I can’t BELIEVE you would threaten
the class with zeros for problems beyond our
control! We pay for this class, and you are not
doing your job!”

Me: “Please remember that we reviewed
alternate methods of accessing Blackboard. You
had been warned to access Blackboard directly.
Just go to shsu.blackboard.com and sign in as a
guest. If you need further help, their help desk
is open.”

Student: “LIAR! They are not open. The campus
is closed!”

Me: “Perhaps you are trying to reach LIT instead
of Blackboard help. I am attaching a screenshot
of the contact information you need.”
Student Response
to Scenario One
Let’s Think a Bit

Would the student have
addressed me as a liar in
person or on the phone? I am
going to guess no.

Was the student angry and
worried about grades? Sure.
She was a good student, and
her grades were priority.

How do you think I felt about
her messages?

Were my responses
appropriate and helpful?
The Result

After a few hours, the student calmed a
bit and apologized.

She went on to make an A in the course.

We all slip and have bad days. I try to be
mindful of these things. I ask that my
students afford me the same benefit. I
won’t try to hurt you on purpose, but I
may make an error. Nobody is perfect.

So how could this scenario be improved?
Scenario Two

A student was assigned a zero
for plagiarism on an
assignment.

The student received the same
plagiarism training that you
had in the orientation module.

The student was not upset
about the actual grade, but by
the label of plagiarism.
Student Response
to Scenario Two

Student: “WTF? How dare you! I
could understand a zero if I had
copied and pasted, but I used my
own words. How the f$#k would you
reword it? Seriously! Here’s
something original for you. F$#k
you!”

I should tell you that the student
did not censor the language, and
also offered to urinate and
defecate in my cereal. Those aren’t
the words he used either.
Let’s Think a Bit

The student was angry about being
accused of plagiarism. He saw it as
being accused of stealing, and he took
personal offense.

This was an extreme reaction. For most
students, such an email would have
been forwarded to administration for
disciplinary action.

Fortunately, I knew that this student
had a certain disability. He was having a
meltdown on paper.
The Result

I texted the student after a few
days to check on him.

He replied that he was at work
and would respond later.

He never did. He withdrew from
all classes.

I still worry about him.
Scenario Three

This was a semester long event. Every grade
below 70, I heard from this student. That’s GREAT
if the student is trying to learn how to improve.

Alas, this student took every opportunity to
blame me for his shortcomings. When I
mentioned that his tone was inappropriate, he
replied, “TONE? I am TEXTING. There is no
TONE.”

He railed about failing a class during his last
semester, and I continued to send replies and
Starfish alerts to show him pathways to passing.

He eventually went to my superior to complain,
as was his right.

My superior saw no error on my part, but his tone
calmed down a great deal. He passed and
graduated.
Let’s Review Some Options
Instead of….

“Liar! They are closed!”

“Plagiarism? F#$k you!”

“You have been the worst teacher
ever. I have done well in every
other class, but you’re too strict.”
Try….

“I am having trouble reaching the
help desk. Can you help?”

“I don’t understand why I was
marked for plagiarism. Would you
explain it to me?”

“I am struggling to meet your
expectations. What do I need to do
to improve my grade and
understanding?”
Your Assignment

In a fresh MLA formatted, docx document, show me how
you would respond to this situation. Remember to use
your best sense of manners and understanding that we all
make errors:

You have received a grade on an assignment that is lower
than you expected. You have read the feedback, but you
are still concerned about the score and its effect on your
course average. You worked very hard on the assignment.