Conflict Resolution Strategies and Informal Resolution of Complaints

Many complaints or concerns can be resolved informally using effective communication strategies. Coaching is available through the Student Success and Advocacy Center (https://ssac.gmu.edu) for students who need advice in how to successfully advocate for themselves.
Basic steps for effectively requesting resolution of a complaint include:

Identify WHO has the ability to address the issue. This usually requires you to clarify exactly what the issue or concern is. Discussing your concern with a trusted academic advisor, supervisor, or knowledgeable friend or family member can help you clearly articulate your concern and identify who to communicate it to.
Consider the best FORMAT to express your concern. Will making an appointment for an in person or phone discussion be necessary or would an email be sufficient? While email is efficient, the lack of tone and body language can lead to miscommunication.
Use effective COMMUNICATION skills to clearly express your concern. Be specific about your concern and avoid generalizations like always and never. Specify the impact of the issue and the kind of resolution you are asking for. Use respectful language and be aware of your own emotion. Emotions like frustration and anger are completely understandable in a conflict situation, so recognize when they are making it difficult to communicate effectively.
Use your ACTIVE LISTENING skills to really hear and take in the response you receive. If the response you get isn’t what you had hoped for, look for areas of agreement that you can build on.
Engage in CREATIVE PROBLEM-SOLVING. It may be that the resolution you want isn’t possible, and that working with the other person you may be able to identify alternative solutions.
RECOGNIZE that conflict can be hard, and that dealing effectively with takes patience and practice. Take advantage of resources that can help you build your conflict resolution skills, some examples include:
1. Know your preferred conflict style, this tool is available from the United States Institute of Peace, https://www.usip.org/public-education/students/conflict-styles-assessment
2. Active listening skills, available from the Center for Creative Leadership, https://www.ccl.org/articles/leading-effectively-articles/coaching-others-use-active-listening-skills/ or this short video from Virginia Tech https://video.vt.edu/media/How+can+I+practice+active+listeningF/0_7iae6xex
3. Conflict communication tips, available from “The Recovering Engineer” blog, https://recoveringengineer.com/resolving-conflict/seven-ways-to-improve-your-communication-during-a-conflict/ or from UC Berkeley, https://hr.berkeley.edu/hr-network/central-guide-managing-hr/managing-hr/interaction/conflict/resolving

Academic Concerns

Campus Resource: Academic Concerns

Description: If your concern is related to academics (your course work, faculty, academic policies or procedures), you can find more information on the following sites for undergraduate or graduate level concerns.

Website: Undergraduate academic concerns: https://advising.gmu.edu/current-student/student-appeals/
Graduate academic concerns: https://provost.gmu.edu/academics-and-research/graduate-education/graduate-student-academic-appeals

Contact Information: Please see the websites listed above for appropriate contact information for each school/college or the undergraduate or graduate education offices.

Admissions

Campus Resource: Admissions

Description: If you have concerns related to your experience with the Office of Admissions, including concerns about the application process, your admissions decision, or your credit award/evaluation, please complete the online form at https://core.sitemasonry.gmu.edu/undergraduate-admissions-contact-us for escalation.

Website: https://core.sitemasonry.gmu.edu/undergraduate-admissions-contact-us

Contact Information: admissions@gmu.edu

Athletics

Campus Resource: Athletics

Description: The Office of Athletic Compliance is responsible for ensuring George Mason Athletics Department adheres to NCAA, Atlantic-10, and University rules and policies. The Office offers guidance to student-athletes, coaches, athletic department staff and constituents.

Website: https://gomason.com/sports/2017/10/10/ncaa-compliance.aspx

Contact Information: mgrace7@gmu.edu

Counseling and Psychological Services (CAPS)

Campus Resource: Counseling and Psychological Services (CAPS)

Description: If students have concerns about services, we want to know. A notice is posted in the Consent for Services statement provided to clients during their intake appointment, that advises clients on the procedure for answering questions and filing complaints they might have about services they have received.

Clients are encouraged first to discuss the problem with their CAPS clinician.
If this does not solve the problem (or a client prefers not to approach the clinician), the client is advised to contact the Associate Director of Clinical Services by calling CAPS at 703-993-2380.
If the client does not feel that their complaint is resolved after discussion with the Associate Director of Clinical Services, the client can schedule a meeting with the Director.

Website: https://caps.gmu.edu/your-rights-as-a-client/

Contact Information: 703-993-2380

Dean of Students

Campus Resource: Dean of Students

Description: The Dean of Students Office provides support, assistance, and advocacy for students. We are here to assist you when you have questions, concerns, or are experiencing life situations that could have an impact on your success. The Dean of Students Office recognizes that education and development are processes that occur both inside and outside of the classroom, and we focus on your well-being as a person so that you can thrive at Mason and beyond. Please contact the Dean of Students Office at 703-993-2884 or at dos@gmu.edu

Website: https://ulife.gmu.edu/

Contact Information: dos@gmu.edu

Department of Police and Public Safety

Campus Resource: Department of Police and Public Safety

Description: For emergencies, please call 911. Our department operates 24/7 on all three campues, should you need an officer dispatched to your location, or for over th ephone non-emergency assistance, please call 703-993-2810. The University Police Department provides many services that will assist you to safely complete a college education. Special safety tips and the directory of relevant telephone numbers are available to help guide you. Take advantage of the many programs and services that we offer to the GMU community, our programs promote safety and are available to provide assistance.

Website: Our website introduces you to the personnel, services, proper security measures, policies and regulations that promote campus saftety: https://police.gmu.edu/

Contact Information: Emergency - 911
Non-Emergency - 703-993-2810 TDD/TTY - 703-993-2817
Reporting a Crime (Crime Solvers Anonymous Tip Hotline) - 703-993-4111

Dining

Campus Resource: Dining

Description: Mason Dining provides dining services on campus including more than 20 retail restaurants (ex: Chick fil a, Starbucks, Dunkin Donuts, etc.) and 2 dining halls (one of which is 24 hours location).

Website: https://masondining.sodexomyway.com/

Contact Information: Email: dining@gmu.edu
                                    Phone: 703-993-3313
                                    Instagram/Twitter: @mason_dining
                                    Facebook: @masondining

Disability Services

Campus Resource: Disability Services

Description: Disability Services collaborates with student with documented disabilities to provide reasonable accommodations that are individualized and based upon disability documentation, functional limitations, and a collaborative assessment of needs. Student with disabilities who have met with a DS Specialist and are not satisfied with their approved accommodations have the opportunity to appeal the decision made and meet with the Director of Disability Services. Further information on the grievance process can be found at http://ds.gmu.edu/grievances/

Website: https://ds.gmu.edu

Contact Information: ods@gmu.edu

Financial Aid

Campus Resource: Financial Aid

Description: If you have concerns related to your experience with the Office of Student Financial Aid, please complete the online for at https://www2.gmu.edu/financial-aid/contact-financial-aid for escalation.

Website: https://www2.gmu.edu/financial-aid/contact-financial-aid

Contact Information: https://www2.gmu.edu/financial-aid/contact-financial-aid

Free Speech and Campus Climate

Campus Resource: Free Speech and Campus Climate

Description: Among George Mason University’s greatest strengths are the diversity of its community members and their many viewpoints. At Mason, we honor the freedom of thought and expression. We understand that an environment where different views can be expressed is an essential component of any great place of higher learning. Concerns related to Free Speech and Campus Climate should be routed to the respective report forms at the provided link.

Website: https://www2.gmu.edu/about-mason/university-policy/free-speech-mason

Contact Information: https://www2.gmu.edu/about-mason/university-policy/free-speech-mason

Housing and Residence Life

Campus Resource: Housing and Residence Life

Description: Current residential students are encouraged to contact their Community Director with any issues or concerns related to their on-campus living experience. Incoming students, prospective on-campus residents, families, and campus guests with concerns related to Housing & Residence Life should contact our main office at housing@gmu.edu or 703-993-2720.

Website: https://housing.gmu.edu/

Contact Information: housing@gmu.edu

Information Technology Services

Campus Resource: Information Technology Services

Description: ITS is Mason’s central IT organization. We provide IT resources, systems, services, and tools to the university community. Six groups comprise ITS, employing about 380 full-time, part-time, and wage employees (including more than 130 students). The ITS Support Center serves as the central point of contact for the university community for requesting IT support or information. Its mission is to provide professional and friendly service in support of excellence in learning, teaching, and research. The ITS Support Center can be reached at 703-993-8870 or support@gmu.edu

Website: https://its.gmu.edu/

Contact Information: support@gmu.edu

Mason Online

Campus Resource: Mason Online

Description: Currently there is a Student Complaint Policy page for Mason Online. All relevant information can be Mason Online refers to the online learning experiences offered at Mason. Many online courses may be completed at home, while stationed abroad, or while traveling. This allows students to take the same classes offered on campus, just in an online format. If you have a concern with Mason Online, you can find more information on our website: https://masononline.gmu.edu/student-resources/student-concerns/

Website: https://masononline.gmu.edu/

Contact Information: https://masononline.gmu.edu/student-resources/student-concerns/

Office for Diversity, Equity and Inclusion (DEI)

Campus Resource: Office for Diversity, Equity and Inclusion (DEI)

Description: The Office for Diversity, Equity and Inclusion (DEI) ensures and monitors Mason’s compliance with Federal and Commonwealth of Virginia non-discrimination laws, as well as University Policies 1201, 1202, and 1203. If a member of the Mason community believes they are the victim of protected-class discrimination, or has information about discrimination in the university community, they may promptly submit the facts of the incident and the names of those involved to DEI.

Website: https://diversity.gmu.edu/about/intake-form

Contact Information:

MasonEO@gmu.edu

Parking

Campus Resource: Parking

Description: Concerns about parking can be directed to the Parking and Transportation Services Office. Details of services offered, locations of parking garages and service offices on the different campuses can be found on the Parking Services website.

Website: https://transportation.gmu.edu/parking-services/

Contact Information: transpo@gmu.edu

Registrar

Campus Resource: Registrar

Description: The Office of the University Registrar at George Mason University serves as the steward of academic information by creating, maintaining, certifying, and protecting student course, degree, and student records. The Office of the University Registrar works collaboratively with other student services offices, academic units, administrative offices, and standing committees to ensure policies and practices align, and to provide outstanding service to students, faculty, staff, and alumni.

Website: https://registrar.gmu.edu

Contact Information: https://registrar.gmu.edu/contact/

Student Conduct and Academic Integrity

Campus Resource: Student Conduct and Academic Integrity

Description: Students have the opportunity to file for an appeal for both Student Conduct and Academic Integirty processes. Please visit our website(s) or contact either office individually with questions or concerns.

Website: https://studentconduct.gmu.edu/ or https://oai.gmu.edu

Contact Information: osc@gmu.edu oai@gmu.edu

Student Health Services (SHS)

Campus Resource: Student Health Services (SHS)

Description: Student Health Services provides high quality health care, health education and prevention services to George Mason University students. Any person who verbally expresses a concern will be provided the opportunity to speak with a supervisor or person who is considered to be the best person to assist with the stated issue immediately if possible, but no later than 24 hours.
Complaints may be reported verbally in person or by phone. Complaints may be reported in writing via email, regular mail, comment cards, or through electronic patient satisfaction surveys. The locked comment card box is located in the patient reception area in a visible and accessible location. Additionally, complaints can be filed through an online feedback form at: ABOUT – Student Health Services (gmu.edu)
Complaints concerning the conduct of a staff member from any interested party are directed initially to the immediate supervisor for evaluation.
If the supervisor is unable to resolve the issue to the satisfaction of both parties the complaint will be forwarded up the administrative chain as delineated on the Student Health Services Organizational Chart.
If the issue remains unresolved it will continue up the administrative chain to the Executive Director.
If the Executive Director is unable to resolve the issue, the complaint, along with the Executive Director’s recommendations, as well as those of the initial supervisor, are sent to the Associate Dean and Chief Mental Health Officer.

Website: https://shs.gmu.edu/

Contact Information: https://shs.gmu.edu/about/#contact

Student Support and Advocacy Center (SSAC)

Campus Resource: Student Support and Advocacy Center (SSAC)

Description: The Student Support and Advocacy Center offers educational programming, one-on-one consultations, and resources in the areas of sexual and interpersonal violence, financial well-being, substance use, and collegiate recovery. The Center also operates the Patriot Pantry and assists students encountering barriers to personal success. General inquiries and concerns related to SSAC can be sent to ssac@gmu.edu

Website: https://ssac@gmu.edu

Contact Information: ssac@gmu.edu

Success Coaching

Campus Resource: Success Coaching

Description: Student Success Coaching provides full-time, professional Success Coaches for incoming students at George Mason University. Success Coaches guide and encourage the growth and development of each student’s knowledge, skills, attitudes, and beliefs about their ability succeed in higher education as well as within their chosen field. Students are encouraged to file a complaint through Mason's Student Complaints system. Upon receipt of complaint, the Director investigates the complaint and responds to the student. The resolution of the complaint is logged within the Mason Student Complaints System.

Website: https://coaching.gmu.edu/

Contact Information: mycoach@gmu.edu

Title IX - Diversity, Equity and Inclusion (DEI)

Campus Resource: Title IX - Diversity, Equity and Inclusion (DEI)

Description: Mason is committed to providing a safe and non-discriminatory learning, living, and working environment for all members of the university community. It is a violation of University Policy 1202 to engage in Prohibited Conduct, which includes sexual assault, sexual harassment, dating violence, domestic violence, stalking, sexual exploitation, complicity, and retaliation. Mason encourages any student, faculty, staff, or community member to report incidents of Prohibited Conduct immediately to the University’s Title IX Coordinator.

Website: https://diversity.gmu.edu/title-ix/sexual-or-interpersonal-misconduct-report-form

Contact Information: titleix@gmu.edu

Tuition, Billing and Student Accounts

Campus Resource: Tuition, Billing and Student Accounts

Description: If you need assistance related to a Student Accounts Office question (tuition/fee charges, payment information, 1098-T), please visit the Mason Student Services Center portal: https://mason.secure.force.com/form/?formid=218099 for appointment and other service options.
Alternatively, you can contact us as follows: By Web: Submit the form in Contact Us: https://studentaccounts.gmu.edu/contact/ By Phone: 703-993-2000 The mission of the Student Accounts Office is to provide excellent service for our students, staff, and faculty, while maintaining internal controls that ensure financial transactions are accurately processed and proper records are maintained.

Website: https://studentaccounts.gmu.edu/contact/

Contact Information: Visit this website to find the appropriate contact in this area: https://studentaccounts.gmu.edu/contact/

Undergraduate Academic Advising

Campus Resource: Undergraduate Academic Advising

Description: Academic advising at George Mason University is an integral part of the educational and developmental process that enhances student success by supporting, teaching, and connecting students to curricular and co-curricular experiences. If you have a concern related to undergraduate academic advising, your first step should be to have a conversation with your academic advisor. If this step has already happened, you and are still concerned, you have a few options. You can email the Dean's Office of your school/college, which is determined based on your declared major. If you have any trouble with that process, you can also email advisor@gmu.edu, which is monitored by both the Senior Director for Academic Advising, as well as the Advising Coordinator.

Website: https://advising.gmu.edu

Contact Information: advisor@gmu.edu

University Life

Campus Resource: University Life

Description: University Life is committed to student growth and success in everything students do. University Life provides services and resources to help students succeed and offers activities that instill a sense of belonging and Mason pride. General inquiries and concerns related to University Life that do not require a formal complaint can be routed to the email ulife@gmu.edu.

Website: https://ulife.gmu.edu

Contact Information: ulife.gmu.edu

Back to List