{"id":1097,"date":"2026-04-08T21:36:34","date_gmt":"2026-04-09T01:36:34","guid":{"rendered":"https:\/\/mystudentaffairs.com\/sss\/?page_id=1097"},"modified":"2026-05-16T18:04:29","modified_gmt":"2026-05-16T22:04:29","slug":"sa7916-responding-effectively-and-calmly-to-complaints-and-criticism","status":"publish","type":"page","link":"https:\/\/mystudentaffairs.com\/sss\/replays\/sa7916-responding-effectively-and-calmly-to-complaints-and-criticism\/","title":{"rendered":"SA7916 | Responding Effectively (and Calmly!) to Complaints and Criticism"},"content":{"rendered":"
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Responding Effectively (and Calmly!) to Complaints and Criticism<\/h1>\n<\/div>\nThis webinar is included in our Replay Library<\/a>. Volume discount applies to all items in your cart including replays and live webinars. Save 10% on two items, 15% on three, 20% on four and 25% on five.<\/em>\r\n
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Course ID: SA7916
\nTitle: Responding Effectively (and Calmly!) to Complaints and Criticism
\nDuration: approx. 1 hour
\nFacilitator: Amir Baghdadchi
\nPrice: $50<\/p>\n

\ud83d\udcc1 Downloads included with your replay:<\/i> video + audio-only file + transcript<\/p>\n

OVERVIEW<\/b>
\nSigning up to do student affairs work means signing up for criticism \u2014 and with good reason: students, families, and the public entrust us with fundamentally important things, so it stands to reason that even doing our best, we will generate some complaints and angry email. Not to worry: in this webinar, we will learn how handling unhappiness in our line of work is different from other kinds of service, and how our student affairs background actually holds the key to de-escalating a situation and rebuilding trust. We will look at real life examples and learn some tried-and-true recipes to composing your response.<\/p>\n

OUTLINE<\/b>
\nIn part one, we look at how receiving critical emails can \u201craise the temperature\u201d and lead us to a space of trying to refute the criticism \u2014 and why this is not a productive place to be. We look at the proper role of a response email: not to eliminate the issue to but to a build a bridge and regain trust.<\/p>\n

In part two, we talk about the unique challenge for student affairs: how to respond to a complaint when the writer takes issue not with a mistake, but with an intentional policy? We learn a technique for establishing a rapport, finding common values, and for affirming our point of view without contradicting the writer\u2019s.<\/p>\n

In part three, we talk about how to present ourselves in a way that builds credibility, and how to understand that even when you can\u2019t do the specific thing the person wants, you can still be of service and leave them with a positive attitude towards the institution.<\/p>\n

LEARNING OUTCOMES<\/b><\/p>\n