Defuse Angry Patients Before They’re a Problem


When a patient gets angry or hostile, one simple misstep and the situation can quickly spin out of control.

The good news is that there are proven strategies your staff can use to de-escalate an angry or hostile patient that can quickly turn things around, and emergency preparedness expert, Steven Wilder, CHSP, STS, will show you how. During his 60-minute online training session, Steven will walk you through EXACTLY how to defuse an angry patient quickly and easily.

Here is just some of the practical, actionable advice you’ll receive:

  • Quickly identify and defuse warning signs that a patient is about to lose their temper
  • How to get a patient to hear you when their anger takes over
  • Key phrases to use that will calm even the angriest patient
  • How to make the customer feel heard even when they are wrong
  • Utilize your voice tone and volume to soothe patient frustrations
  • Determine what is really driving your patient’s anger to help resolve it
  • And so much more…

At a minimum, an angry patient may cause a scene in your waiting room. This is obviously not the atmosphere you want to convey. In extreme circumstances, hostile patients or family members have pulled out guns holding staff hostage, or actually shooting someone. Steven will walk you through EXACTLY what to do in all of these situations to help you ensure the safety of your practice, patients and staff.

The majority of your patients are delightful. But it only takes one to cause a problem, and a misplaced word or incorrect response can send them over the edge. Defusing an angry patient or companion is an essential skill for your staff. Don’t wait, register for this MUST-SEE online training today.

Meet Your Expert

Steven S. Wilder
BA, CHSP, STSPresident, Sorensen, Wilder & Associates

Steve has spent the past 32 years in healthcare safety, security, and risk management. He has provided consultation services to hundreds of clients, including hospitals, long-term care facilities, homecare agencies, clinics, physician practices, and pre-hospital/EMS services, as well as trained thousands of workers in workplace safety and security.

An experienced trial expert, Steve regularly consults for law firms and insurance companies on matters of safety, security, and risk management. He has become a nationally recognized subject matter expert in active shooter preparedness and response, and works with over 300 clients in 44 states.

Steve has previously been a Risk Manager/Safety & Security Director for a hospital, Corporate Risk / Safety Officer for a long-term care facilities, and Corporate Director of Safety/Security for a major healthcare system with nine hospitals and fifteen long term care facilities.

In addition to his regular contributions to healthcare magazines, Wilder co-authored the book The Essentials of Aggression Management in Healthcare: From Talkdown to Takedown.

Steve proudly served on the Illinois School Security and Standards Task Force as the only professional security consultant on that task force, appointed by the Governor of the State of Illinois.


I thought the speaker presented very useful information.
Wendy Birch
Yoakum County Hospital
The webinar reminded us of several things to watch for and to be aware of so we can stay in control of a situation. This will help us maintain the safety of both our staff and patients.
Tamra Munsell
Community Health Center of Central Wyoming
Very good!
Sharon Peress
Boca Fertility