Park University has developed a comprehensive program to address conflict in online classrooms. It includes training faculty about the unique communication challenges of online environments. Faculty receive mentoring and ongoing support. Park also has procedures for handling student and faculty complaints, including encouraging direct resolution, convening an advisory council for formal cases, and allowing appeals. The goal is to resolve issues positively and support faculty and students.

1. Practical Solutions
for Addressing Conflict in the Online Classroom
Teresa L. Mason, Jutta Catharine Pegues, & Lisa Bunkowski
Park University
Overview
•Communication within the
online classroom is unique and
poses conflict resolution
challenges.
•Park University has created
processes to deal with these
unique challenges.
∀© 2009 Park University – College for Distance Learning

2. Park University’s Online
Process
•Park University is a leader in
online and distance education.
•Park’s College for Distance
Learning (CDL) developed a
comprehensive program of
faculty training, support,
mentoring, evaluation, and
ongoing development.
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning

3. Uniqueness of Online Communication
Communication Online:
•Does not offer the usual social cues.
•Characterized by increase in self-disclosure and
feelings of anonymity, as well as a reduction of
inhibitions and feelings of vulnerability.
•Found to be conducive for hostile and uninhibited
behavior.
Conclusion:
•Online faculty need to be trained to deal with
these unique characteristics.
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning

4. Faculty Training and Support
Step 1: Faculty Training
• CDL 758 and CDL 750 train our faculty
to teach online.
Step 2: Faculty Mentoring
• Online Instructor Mentoring Program
(OIMP) provides one-on-mentoring of
new faculty.
Step 3: Faculty Support
• CDL 751 is an online instructor resource
repository and forum for ongoing faculty
development.
Step 4: Faculty Observation
• OIES and FOO are 8 and 2 week
observation/evaluation processes.
On-going Support via
CDL 751
New Instructor
Training via
CDL 750/758
Annual
Observation
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning

5. ∀© 2009 Park University – College for Distance Learning
Step 1: Faculty Training via CDL 750 and 758
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University

6. ∀© 2009 Park University – College for Distance Learning
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
Step 2: Faculty Mentoring

7. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
Step 3: Faculty Support via CDL 751
∀© 2009 Park University – College for Distance Learning

8. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
Step 4: Faculty Observation
∀© 2009 Park University – College for Distance Learning

9. Embedding Conflict Resolution Training and
Support
Step 1: Faculty Training via CDL 758 and CDL 750
• Conflict Resolution – Focus on moderating
student interaction to avoid situations that can
lead to conflict; especially in threaded
discussions.
Step 2: Faculty Mentoring via OIMP
• Conflict Resolution –Supports the skills needed
to prevent conflict and to mediate conflict.
Step 3: Faculty Support via CDL 751
• Conflict Resolution – Instructors share
successful approaches to dealing with conflict,
as well as receive tutorials for application of
Best Practices of online teaching.
Step 4: Faculty Observation via OIES & FOO
• Conflict Resolution – Monitors instructors
ability to manage.
Step 2:
Mentor Faculty
OIMP
Step 3:
Support Faculty
CDL 751
Step 4:
Observe Faculty
OIES & FOO
Step 1:
Train Faculty
CDL 750 & 758
Student
Concern
Procedures
Student Concern Procedures
•Student Complaints about an
Instructor
•Student Grade Appeal Process
•Instructor Complaints about a
Student
•Plagiarism and Cheating
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning

10. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Complaint
Instructor
Student
Academic
Director
Student Initiated Complaints
Grade Appeals, etc.
Resolution
Consultation
Positive Resolutions
•First Step is always to encourage
the student to work the issue out
directly with the instructor.
• Failing that, we encourage the
instructor to resolve the matter
directly with the student.

11. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Complaint
Instructor
Student
Academic
Director
Student Initiated Complaints
Grade Appeals, etc.
Academic Advisory Council
CDL Dean
&/or
Academic Dean
Consultation
Consultation &
Final Decision
Consultation &
Recommendation
Positive Resolutions
•The next step is to convene an
Academic Advisory Council to
review the matter and formalize
a recommendation.
•The recommendation is sent to
the CDL Dean who makes the
final decision.
Dean’s Decision

12. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Complaint
Instructor
Student
Academic
Director
Faculty Initiated Complaints
Disciplinary Issues in the Online Classroom
CDL Dean
&/or
Academic Dean
Consultation
Consultation
& Resolution
Behavioral Issues
•Academic Directors, with the
support of the Dean will choose
how to deal with such issues.
•Resolutions can include verbal
reprimands, written reprimands
and removal of students from
online courses
Consultation
& Resolution
Possible
Reprimand

13. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Instructor
Student
Academic
Director
Faculty Initiated Complaints
Plagiarism, Cheating
Consultation
Academic Issues
•For less egregious cases,
the Academic Director
consults with the
instructor to determine
the best course of action.
Consultation
& Resolution
Complaint
University-supported
Reprimand

14. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Complaint
Instructor
Student
Academic
Director
Faculty Initiated Complaints
Plagiarism, Cheating
CDL Dean
&/or
Academic Dean
Consultation
Consultation
& Final Decision
Academic Issues
•For egregious cases an Academic
Advisory Council is convened.
•The Council makes a
recommendation to the CDL Dean
who makes the final decision.
Consultation
& Decision
Possible
Reprimand
Academic Advisory Council
Consultation &
Recommendation

15. Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University
∀© 2009 Park University – College for Distance Learning
Complaint
Instructor
Academic
Director
Faculty Initiated Complaints
Issues with Faculty Members, Staff, &/or
Administrators
CDL Dean
&/or
Academic Dean
Consultation
Academic & Professional Issues
•The Academic Director consults
with the relevant parties to help
resolve the issues.
Consultation
Human Resources
Consultation
Department
Chairs &
Program
Coordinators
Consultation

16. For more information contact:
Park University
•Teresa Mason, Ph.D. teresa.mason@park.edu ,
•Jutta Pegues, Ph.D. jutta.pegues@park.edu , or
Texas A&M University-Central Texas (Tarleton State University)
•Lisa Bunkowski, Ph.D. lisa.bunkowski@ct.tamus.edu
∀© 2009 Park University – College for Distance Learning
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University

17. ∀© 2009 Park University – College for Distance Learning
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University

18. ∀© 2009 Park University – College for Distance Learning
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University

19. ∀© 2009 Park University – College for Distance Learning
Practical Solutions for Addressing Conflict in the Online Classroom
Mason, Pegues, & Bunkowski
Park University