De-escalate Angry Patients at Your Front Desk More Quickly

Length: 60 Minutes Expert: Mike Cummings, CPP

Angry or hostile patients at your front desk can quickly spin out of control. How your staff responds can either de-escalate the situation or send the patient over the edge (potentially leading to violence) – all while other patients are watching.

Successfully communicating with angry, emotional, or irrational patients is not easy. It is a learned skill. The good news is that there are proven strategies you can use to de-escalate an angry or hostile patient that ensure your waiting room remains a quiet, safe place for you, your staff, and your patients.

Your front desk team can master the skills they need to calm even the angriest patient with help from certified protection and security expert, Mike Cummings, CPP. During his online training, Mike will provide your staff with a step-by-step plan to help them quickly identify, respond to, and defuse even the most intense patient situation.

Here are just some of the expert de-escalation techniques you’ll receive by attending this 60-minute session:

  • Ask “common ground” questions to build rapport and step down tense situations
  • Identify voice tone and volume indicators to stop anger before it really starts
  • Use proxemics to reduce the likelihood of physical assault
  • Allow key patient movements to direct your responses and control the situation
  • Use the volume and tone of your voice to keep situations under control
  • Drill down to determine the real wants and needs of your patient and make them feel heard
  • De-escalate anger through empathetic listening skills and negotiation techniques
  • Assess tense situations quickly and efficiently to keep everyone safe
  • Proven responses to use when a patient uses profanity or gets personal
  • And so much more…

Patients can be angry for any number of reasons — some of which have absolutely nothing to do with your practice. The bottom line is your front desk team needs to be experts at recognizing the signs of anger and know how to resolve these delicate situations. The skills your entire staff will learn by attending this training will help keep your patients calm, de-escalate situations should a patient become angry, and reduce your risk.

Don’t wait another minute! Sign up for this online training today to ensure your practice is optimally prepared to handle even the most challenging patient situation.

Meet Your Expert

Mike Cummings

Michael Cummings, CPP holds a Master’s in Business and Organizational Security Management and has been a Certified Protection Professional (Board Certified in Security Management) since 1986. Michael developed and taught the first Workplace Violence Prevention course for Waukesha County Technical College under the Criminal Justice program.

He led the development and delivery of workshops on workplace violence prevention and domestic violence prevention (1 day each) co-located between the American Society for Industrial Security (ASIS) International Milwaukee and Milwaukee Society for Human Resource Managers (SHRM).

He also served on the International Association for Healthcare Safety and Security (IAHSS) Guidelines Council for nine years and wrote or contributed to over 50 published healthcare security guidelines, many focused on violence reduction.


I think this information is useful to employees especially in Mental Healthcare. Discussion of topics i.e., Proxemics & importance of voice control is really helpful because these aren't taught in a normal training settings.
Rabel Valencia
Conventions Psychiatry and Counseling
The webinar was good, very informative and detailed.
Lourdes Ong