Handling Challenging Online Behavior and Issues
In Online Courses
Managing classroom dynamics and resolving conflicts in an online class requires patience, clear communication, and strategic interventions. The table below outlines common issues and best practices for online faculty.
| Issue | Best Practice | Next Steps if Unresolved |
|---|---|---|
| Disruptive Behavior (e.g., inappropriate comments in discussions or chats) | Set clear expectations, privately address behavior, and provide a warning. | If behavior persists, report the issue to the department chair or student conduct office for further intervention. |
| Lack of Engagement (e.g., not participating in discussions or missing assignments) | Send personalized outreach messages, offer alternative participation methods, and provide feedback on engagement. | If the student remains unresponsive, alert academic advising or student support services to conduct a wellness check. |
| Academic Integrity Violations (e.g., plagiarism, cheating on exams) | Use plagiarism detection tools, reinforce academic honesty policies, and assign an educational intervention if appropriate. | Report violations to the academic integrity office or follow university procedures for formal consequences. |
| Consistently Late or Missing Work | Provide structured deadlines, send reminder emails, and discuss time management strategies. | If habitual, refer the student to an academic advisor or student success coach. |
| Excessive Complaints or Unreasonable Demands | Acknowledge concerns professionally, clarify course policies, and offer solutions within reason. | If the student becomes aggressive or unreasonable, document interactions and involve the department chair or student affairs office. |
| Technical Difficulties Affecting Participation | Offer troubleshooting tips, direct students to IT support, and allow alternative submission methods. | If ongoing, refer the student to accessibility services or suggest a different course format (hybrid/in-person). |
| Inappropriate or Disrespectful Communication | Address the issue privately, model professional communication, and remind students of the code of conduct. | If behavior continues, document instances and escalate to the dean of students or student conduct office. |
| Personal Issues Impacting Performance | Express empathy, offer flexibility within reason, and refer students to university support services (counseling, tutoring, financial aid). | If the student is in distress, escalate to counseling services, student success teams, or crisis intervention. |
| Group Work Conflicts | Set clear group expectations, facilitate mediation, and allow peer evaluations. | If conflicts escalate, intervene directly and adjust group assignments if necessary. |
| Resistance to Online Learning Format | Provide tutorials, offer digital literacy resources, and highlight online learning benefits. | If the student struggles significantly, suggest academic advising for possible alternative course formats. |
Additional Strategies
1. Proactive Communication & Clear Expectations
- Develop a “Welcome Module” that outlines netiquette, expectations, and student resources.
- Require a syllabus quiz to ensure students understand policies.
- Send weekly announcements summarizing tasks, deadlines, and encouragement.
2. Personalized Engagement Techniques
- Use video responses in discussions to humanize interactions.
- Implement early intervention for disengaged students via personalized emails.
- Offer virtual office hours and encourage one-on-one check-ins.
3. Leveraging University Support Services
- Refer students to academic advisors for long-term success planning.
- Encourage students to use tutoring centers or writing labs for academic support.
- Direct students facing personal challenges to mental health services or student affairs.
4. Utilizing Institutional Policies for Escalation
- Familiarize yourself with MTSU’s student code of conduct and reporting procedures.
- Maintain detailed documentation of problematic behavior, emails, and interactions.
- Know when to escalate issues to student affairs, academic integrity committees, or counseling services.
–Here鈥檚 a sample faculty response email addressing a disruptive behavior in a discussion forum.
Subject: Reminder of Online Course Conduct Expectations
Dear [Student鈥檚 Name],
I hope you鈥檙e doing well. I wanted to reach out regarding some recent discussion board interactions in our online class. It鈥檚 important that we maintain a respectful and constructive learning environment where all students feel comfortable participating.
I noticed that some of your recent comments have been [briefly describe the issue, e.g., not aligning with our course netiquette expectations]. While I encourage open dialogue and diverse perspectives, I want to remind you that our discussions should remain professional and focused on academic engagement.
To ensure a positive experience for everyone, please review the Netiquette Guidelines in our syllabus and keep future discussions respectful and relevant to the topic. If you have any concerns or questions, I鈥檇 be happy to discuss this further during my office hours or via email. I appreciate your understanding and look forward to your continued participation in the course.
Best,
Subject: Follow-Up on Course Conduct Expectations
Dear [Student鈥檚 Name],
I鈥檓 following up on my previous email regarding online course conduct in our online class. Despite my earlier reminder, I鈥檝e noticed continued concerns regarding [describe specific behavior].
As outlined in our course policies, respectful communication is essential. If this behavior continues, I may need to escalate the matter to the department chair or student conduct office. I strongly encourage you to review the Netiquette Guidelines and ensure that your contributions align with our expectations.
Please let me know if you would like to discuss this further. I鈥檓 happy to clarify any concerns and help ensure your success in the course.
Best,
–Here are three sample faculty response emails addressing different issues in an online class:
Addressing Plagiarism or Academic Integrity Violation
Subject: Concern Regarding Academic Integrity in [Assignment Name]
Dear [Student鈥檚 Name],
I wanted to reach out regarding your recent submission for [Assignment Name]. After reviewing your work, I noticed similarities with external sources that were not properly cited, which raises concerns about academic integrity.
Academic honesty is a key expectation in our course and university. I encourage you to review our Academic Integrity Policy and the guidelines on proper citation and original work. At this time, I鈥檇 like to offer you the opportunity to revise and resubmit your assignment with appropriate citations. Please submit your revised work by [new deadline] to avoid further consequences.
If you have any questions about proper citation or need guidance on avoiding plagiarism, I recommend reaching out to the university writing center or reviewing the resources available in our course. I鈥檓 also happy to discuss this further during office hours.
Please confirm that you have received this email and let me know how you鈥檇 like to proceed.
Best,
Next Step if the Issue Persists: Report the violation to the academic integrity office following university procedures.
Addressing Lack of Engagement or Missing Work
Subject: Concern About Your Participation in our online class
Dear [Student鈥檚 Name],
I hope you鈥檙e doing well. I noticed that you haven鈥檛 been actively participating in our online discussions and that several assignments, including [specific assignments], are missing. I want to check in and see if there are any challenges you鈥檙e facing that I can help with.
If you鈥檙e struggling with time management, technology issues, or understanding course material, please reach out鈥擨鈥檇 be happy to assist. I also encourage you to review our course syllabus for assignment deadlines and university resources that can support you.
If you鈥檙e still interested in completing this course successfully, I recommend submitting any late assignments by [new deadline, if flexibility is possible]. Please let me know how I can support you moving forward.
Looking forward to your response.
Best,
Next Step if the Issue Persists: Refer the student to academic advising or student success services for additional intervention.
Addressing an Unreasonable Complaint or Demand
Subject: Follow-Up on Your Concern Regarding [Issue]
Dear [Student鈥檚 Name],
Thank you for reaching out regarding your concerns about [specific issue]. I understand that this may be frustrating, and I appreciate your feedback.
Per our course policies, [explain the reasoning behind the policy, decision, or situation]. These guidelines are in place to ensure fairness and consistency for all students. While I understand your perspective, I must adhere to the established course policies.
If you believe your situation requires further review, I encourage you to reach out to [department chair, student support services, or another appropriate office] for additional guidance. Please let me know how else I can support your success in this course.
Best,
Next Step if the Issue Persists: If the behavior becomes aggressive or the incident continues to escalate, document interactions and involve the department chair or student affairs office.