Hostile or angry 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 emotional, irrational or angry patients is not easy. It is a learned skill. The good news is that there are proven strategies you can use to de-escalate a hostile or angry 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 most intensely angry patients with help from certified protection expert, John White, CPP, CHPA. During his online training on John 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 upcoming 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. Access to this online session is limited to ensure the expert presenter can answer all of your questions. Sign up today!
John has been a professional security practitioner, security consultant, and expert witness since 1999. He has security expertise in a variety of industries (including healthcare). His security experience includes security operations, corporate security management, regulatory compliance, & security training.
Currently, John is President and Chief Executive Officer of his professional security consulting firm, Protection Management, LLC. Prior to this, he served a distinguished career in law enforcement, corporate security, and the military. John is also a published author. His book, Security Risk Assessment – Managing Physical and Operational Security is available online.
John is board certified in security management, is a Certified Protection Professional (CPP), and a Certified Healthcare Protection Administrator (CHPA). His professional memberships include the International Association for Healthcare Security & Safety (IAHSS), the International Association of Professional Security Consultants (IAPSC), ASIS International, The International Association of Chiefs of Police, National Association of Chiefs of Police, and the International Police Association.
