When talking to a student who is upset, stop and say, “Just a minute, I need to write this down. It helps me better understand your point of view.” This technique serves several purposes. First, it lets the upset student see that you regard what he or she is saying as important. Second, it forces you to listen and to absorb. Finally, it gives you time to think and summarize the student’s points of contention before you respond. You’ll find this technique puts you in a position to manage upset students more effectively—and shows that you are competent and caring in the process.