2-Part Series: Protect Your Front Desk Team from Abuse and Active Shooter Violence

From: $0.00

Important: Please select a format for each part of this series below. Final discounted rate will be reflected once all selections are made.

Part 1: De-escalate Angry Patients at Your Front Desk

Your front desk staff must be experts at de-escalating angry patients. The safety of your staff and patients depends on it. This training gives step-by-step instructions on keeping you safe and the patients at your front desk calm.


Part 2: Front Desk Active Shooter Survival Strategies

Your front desk staff are the most vulnerable when it comes to an active shooter or armed intruder attack. Help them protect your practice with proven active shooter preparedness tactics to improve survival outcomes for your practice.


Workplace abuse and violence is 5 times more likely in a healthcare setting than any other industry in the US. That means your chances of encountering violence at your practice are very real, and your front desk staff are right on the front line.

Whether you encounter an abusive patient or get caught in the middle of a family dispute there are actions you can take to deescalate the situation. If that doesn’t work, and things get out of control, like if an active shooter enters your practice, being prepared and having a plan is the only way to mitigate the situation.

During this 2-part online training series, you will receive step-by-step strategies for defusing angry patient situations, as well as active shooter protection strategies from two leading experts.


Order your 2-Part series in the next 5 days, and you’ll save an additional 10% off the total cost. Discount is already reflected. No code is necessary. Or, if you prefer, you can order each session individually at the regular rate. ORDER TODAY!

PART 1: De-escalate Angry Patients at Your Front Desk

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience.

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 trainingMike 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…

PART 2: Front Desk Active Shooter Survival Strategies

Choose the On-Demand Recording or CD-Rom to Watch at Your Convenience

To protect your practice against an active shooter or armed intruder event you MUST be prepared – and your front desk staff are your first line of defense.

The people at your front desk are the first point of contact with an active shooter or armed intruder should they walk in your door. How they respond can mean the difference between life and death. There are practical steps your front desk team can take that will significantly improve the outcome for your entire staff and patients if they know how to implement them….

National healthcare safety, security, and risk management expert, John M. White, CPP, CHPA, can show you how. He has spent the last 40 years helping healthcare professionals protect themselves, their patients and their coworkers. John is presenting a 60-minute online training specifically targeted to what your practice’s front desk staff can do to mitigate an active shooter or armed intruder situation.

Here are just a few of the proven, step-by-step active shooter and armed intruder protection strategies your front desk staff will know how to utilize by attending this 60-minute online training:

  • Scope out an exit plan from your reception area and how to reach it if shots are fired
  • Identify and be prepared for each type of active shooter event
  • Pick out and use everyday items to defend against an active shooter event
  • Recognize active shooter warning signs early to head off fatal results
  • Proven language that can help your front desk staff avoid an attack altogether
  • Pin down when an angry patient is likely to take it to the next level, and what to do
  • Implement a threat reporting process that can stop attacks before they start
  • Watch for red flags that signal impending violence at your front desk, and know what action to take
  • Use a threat assessment to identify front desk risk areas and how to combat them
  • Boost staff confidence with proven strategies that can save their lives
  • Master the precipitating factors that contribute to acts of aggression and how to handle them
  • And so much more…

Past Webinar Reviews:

“I liked the information that was given. The speaker provided some great tips for de-escalating an angry patient. Overall good information!”
– Kyla Taylor, Saint Regis Mohawk Tribe

“The presentation was understandable and very well explained. The webinar was very informative.”
– Tereasha Saunders, The Up Center

““I loved it!!! It made me think about things I had never thought about! Some examples being using code words, locking the doors, and checking with local police departments to see if they have the ability to receive text messages.”
– Marla Barkoff, Integrative Endocrinology

“The information was straight to the point and the speaker was very knowledgeable about the topic. He got me thinking and gave me some ideas on how I can create an escape plan to make my staff and I prepared if anything did occur.”
– Dori Nixon, Community Health of South Florida

100% Satisfaction Guaranteed or a Full Refund. 

You take no risk whatsoever. If you find this essential session doesn’t meet your expectations or you are not satisfied for any reason, simply let us know.

Meet Your Experts

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.

John White
CPP, CHPAprofessional security practitioner and consultant

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.