Some examples of what may constitute unacceptable behaviour are listed below.

Aggressive, offensive or abusive actions or behaviour. For example:

• threats
• verbal abuse
• derogatory remarks and rudeness
• inflammatory statements
• unsubstantiated allegations

Unreasonable demands. For example:

• seeking unreasonable timescales
• insisting on speaking to a particular member of staff
• continual phone calls, emails, or letters
• repeatedly changing the substance of a complaint, or raising unrelated concerns

Unreasonable persistence. For example:

• continual refusal to accept a decision or explanation relating to what can or cannot be done

Be sure to ask yourself 'am I judging this fairly or being too tolerant, or robust?'

Consider whether the student has a disability that needs to be taken into account before any action is taken, and/or that might impact their behaviour. If unsure, contact the University's Disability Advisory and Support Service.

If you have welfare concerns for a student you should follow the University's Stepped Care Model.

Initial warning(s) can be verbal or written, though putting them into writing (or confirming in writing afterwards) helps for clarity and to demonstrate that informal avenues were explored.

Respectfully warn the individual that their behaviour is unacceptable: give details of why what they are doing which is unacceptable, and explain the effect the action or behaviour is having (e.g. distress/offence/impeding efficiency).

Clearly explain how the behaviour must be modified, and what action may be taken by the University if it is not.

On the telephone/via email:

• Gently but firmly limit the scope of the discussion.
• Place the caller on hold or take a break to diffuse the situation.
• Agree to call back later or email later.
• Terminate the call explaining that further calls will not be accepted if the behaviour isn’t modified.
• Allow further calls to go to voicemail.

In person:

• Discontinue any meeting or interview.
• Ask the individual to leave the building, seeking the assistance of security officers only if necessary.

In all cases:

• Explain if the concerns over their behaviour will be referred to an area manager (or other team) for consideration.

Be sure to make a written record of any incidents of unacceptable behaviour, including:

• what happened and when
• a detailed account of any warnings given, and why
• any decision to terminate a call, frequency and length, etc.

Where the unacceptable behaviour continues, refer all the information gathered to your local area manager who may want to consider whether a referral to the University's student disciplinary process is appropriate.

An assessment of the case may be appropriate, or a formal complaint may have been submitted to the area or Faculty. Ultimately, it may be appropriate to refer a case of non-academic misconduct to the UDP.

If escalation or formal action is considered appropriate, the Flowchart for addressing behavioural concerns may be useful.