Practice the art of asking questions . Use open-ended and leading questions with students. Nothing is gained when you launch into a lecture on sliding academic standards and your personal obligation to reestablish integrity in the university. Instead, ask the student how this conclusion was arrived at. The student's answers to your questions will both give you information about the immediate problem, and help you establish a picture of the student's mindset.
Questions also help to separate issues.
The answer will help you work with the student toward specific solutions. Finally, in many cases asking questions diffuses student anger, because it shows the student that you are taking the concerns seriously. Take student perceptions seriously . Instead, accept student perceptions and try to discover why they see things as they do. Or they might believe that the time they spend preparing for a test or doing an assignment should ensure a particular grade.