Tutors of adults-have any of you had any student complaints?

[southerner29]

I recently moved from Wales to London and took on a job tutoring in a college, a field I have been in for some twenty years-I am now nearing retirement age,

I teach a specific subject and have always had great feedback prior to this.

Last week was my first full week and the college principal has rang me and said that some students have been in touch with the complaints department with some issues. This is all I know. He's said he'll get back to me as soon as possible.

I am so so worried.

Where I live is so much more expensive than I am used to for a start, and I am just getting by as it is.

We did have a few glitches on one day earlier on, for example some students were interrupted because of others coming into the classroom who'd been given the incorrect information about where their class was that day.

While the students were doing an activity I had to run off to try to ring the other tutor on the subject who had told me she'd be there if I had any issues, as a piece of equipment wasn't working properly, which I sorted out eventually.

We ran out of time for one activity, just some of the students struggled to pick up the ways to use the equipment-I said this wasn't an issue, we'll continue next week, I will put some time aside.

I am so anxious-any tips on how to approach this? I think the anxiety comes from really having no idea what has been said, what the issues may be. The principal seems a very nice man but obviously I don't know him very well and I really was hoping to make a good impression. I am struggling settling in to such a fast-paced city and I was so glad to have found what I hoped would be a great job, but I have obviously got some things wrong.

DH has told me not to worry, these things happen, deal with it once I have more information etc but It's just hard not to be beating myself up at the moment.

This was day 1 and since then all been fine?

No advice but that's a dick move by the principal keeping you hanging like that with no details!

I agree it's poor of the principal to tell you there have been complaints without then providing you with the feedback.

As hard as it is, try to park it until you have heard further information. It could be that they have complained about being given the wrong information about where the class was (not your fault), or something along those lines. If they have given negative feedback that is specific to you, I would reflect on it and see if there is anything you can learn from it. Just because someone complains does not mean they are justified in doing so, but it's important to reflect on your practice, both positive and negative elements. I would also perhaps find out about what the procedure is for complaints generally. I would hope that most adults would approach you in the first instance if they had an issue, rather than escalating it.

It's stressful starting at a new place, and there will always be a few teething issues. Fingers crossed you get clarification soon and can relax.

Not that I can think of other than usual very small things that happen during tutoring a large class! But I just don't know at this stage, what has happened or been said.

I am obviously new to the college. A couple of posed questions that were more organisation specific rather than subject specific, I looked up to make sure before answering. But that sort of thing, if I were a student, I wouldn't think anything of at all and I guess happens in every job one is new at. I am just brainstorming now as it could really be anything.

Thank you. DH said exactly the same thing, almost word for word. If they're communicating via email and not working over the weekend, and both parties are busy it could in theory be weeks before I know details.

Thank you so much. I am trying to park it but it is so hard. I have honestly never had any student complain about me before, at all. There have been complaints, mainly quite justified as adult further education is a bit of a shoddily ran industry sometimes. But not about me personally. He definitely said this was about me.

I agree, always teething issues and usually easily ironed out or sort themselves out over time, but I am so annoyed with myself and so anxious about the situation.

So literally all principal said was that multiple complaints about you and nothing more?

but the dodgy day was only on day 1 by the sounds of it?

That's the only day I can think of, but I obviously do not know what has been said so I cannot be sure.

Students complain.....in my part of the world its often about thr most trivial of things. It may simply be down to a different teaching style than they are used to or a perceived disorganised lesson / lack of prep. I'm sure if it jad been a major issue you would have been contacted by now and given feedback/ had a lesson observation arranged.

Thank you. It has just made me very anxious. I have spent today reading and re-reading all of the tutor material to make sure there's nothing I have missed and I don't make any further mistakes.

I was organised but I did have some questions I didn't know the answer to--however the students know I am new to the orgnanisation and I am fine subject-knowledge wise, just some college-specific questions they had, I had to double check. That wouldn't have concerned me at all if I were a student, I would rather a tutor checked even if they just weren't 100% sure, nobody can know absolutely everything. But, I have no idea what it is yet so nothing I can do other than ensure I am doing my best and am prepared to put things right.

How did your meeting go @southerner29 ?

I've had loads of complaints, mainly from international students.

Asking questions at the start to see what they already know - you want us to do your job for you

I failed a students work because I am racist - no I took on the marking left by another tutor, I had not even met you and your name isn't one you would associate necessarily with someone of a particular race, think Sally Taylor and you did not do the work you were sked to

There are not enough tables in the classroom - well I am trying to get another room but for the time being here we are and I did buy a load of clipboards so at least you have something to write on while the room is sorted.

What has been the upshot of all these complaints?

I taught at uni level in a male dominated, vocationally focused subject. One student complained that he objected to a woman having authority over him (and men in general), and that it was inappropriate that I wore trousers, stilettos and make-up. What he was really mad about was that he’d got a low mark for one essay, and no mark at all for some work which was heavily plagiarised. The investigation was thorough, as it should have been. My course notes were scrutinised, and my teaching observed in case there was any bias or discrimination, but my teaching was deemed entirely appropriate. As result, he was removed from the course. When his GF found out why, she dumped him as well.

Not a lot because I could explain things.

I mean complaining about a tutor asking questions is ridiculous.

I am sorry you went through that but glad it isn't just me! I also have a rubbish room to work from, but I have asked for that to be sorted.

That is shocking, but what a good result!

I haven't had the meeting yet. Principal is off, having a hospital procedure done! I emailed about something unrelated and had an automated email. So I am still waiting (anxiously)...

I've taught HE not FE, but I agree with others that students complain, sometimes about absolutely eye-watering things, and the institution will just be doing its duty by investigating.

I once had a male mature student, who was eating noisily during a lecture. I asked him, politely, not to do it (food was banned in the lecture theatre and it was disruptive). He denied he was eating. I saw him start again; asked him again, and he stopped. He then made a complaint, and was asked to email me to discuss it. I reacted just like you and was terrified I'd done something wrong.

Then in his email he told me he was former military and knew how to kill people, and he had never been spoken to so rudely; he didn't appreciate being told not to do something and he assured me all of his friends were shocked too.

At this point someone else stepped in and explained to the student that making veiled death threats was actually quite dodgy behaviour, and just not eating in the lecture would probably be the better option.

Moral of story: usually, if you are pretty sure you did nothing wrong, it will be them, not you!