5 positive responses to complaints

A friend recently asked:

Just curious what your default response is to the teacher who goes off the deep end when Word docs look ugly when uploading to Google Docs.

A complaint about a change in a technology? Say it isn't so! 

I've been hearing and responding to comments like the one above for over 30 years. (Do we have to use a mouse? The arrow keys on the keyboard are so much easier.) And I have to admit that since many of the changes to which teachers object have been at my insistence, I take such remarks somewhat personally. They always sting, even if just a little.

So while it's difficult to keep from responding defensively, I do try to remember that:

1. The teacher who goes off the deep end on something like a small formatting problem probably goes off on a lot of other stuff too - and most of his/her colleagues will know that.
2. The complaint may very well be valid and if a work-around can be found, it's my job to find it. (Realize that word docs do not have to be converted to stored and access in GoogleDocs)
3. People may not understand the reasons and benefits of the change (Consider that the ease of access and sharing of GoogleDocs outweights some formatting limitations.)
4. The problem will eventually resolve itself over time. (Documents only need to be reformatted once if one stays in GoogleDocs.) 
5. Change really can be unpleasant. A friend once compared changing software to moving to a new house. For the first few weeks, when you can't find the light switches, where you put the scotch tape or remember to turn left or right to get to the bathroom, you wonder, "What was I thinking moving to this new house? I loved my old house since I knew where everything was!" In a fairly short time, though, the new house becomes more familiar and you appreciate the reasons for moving - bigger garage, nicer yard, more bedrooms, etc. The light switch location isn't a big deal anymore.

I don't honestly believe that anyone complains for the sake of hearing his own voice. Problems are bigger the closer you are to them and even a small problem is nasty if it is only one of dozens.

People's reaction to technology change is much less important than our personal response to that reaction. (Machines are the easy part; people are the hard part.)

Now if I can only remember my own advice the next time someone complains. Sigh... 

Image source

Comments

[Nathan Mielke]

I need to see too what LibreOffice can handle. My first question came from a wrestling coach who has a complex excel scoring sheet. LibreOffice handled that seamlessly. Maybe it'll take some of the bite out of formatting theatrics. Some folks will need to have Office, but we need to be clear about why we'd continue to pay for it on some machines and not others (if our tech director decides to to that).

[Kenn Gorman]

Great picture!

[Test]

Hi Nathan,

Oh, I think there are plenty of legitimate reasons for many teachers for keeping Office. (I still use it when I am writing something long and complex.) But not to switch just because of familiarity is something else.

Hey, I still have teachers using AppleWorks in the district!

Doug