Defusing Angry Patients at the Front Desk

For decades, healthcare organizations have witnessed a growing number of incidents involving patient and visitor violence against healthcare staff. Many of these situations can be avoided when staff have a better understanding of how to recognize escalating behaviors and approach individuals in a calm, professional, and solution-focused manner.

This webinar will identify and discuss how front-line staff can recognize potentially confrontational or violent situations by using concepts such as proxemics, body language, eye contact, and effective verbalization skills to help achieve a mutually agreeable outcome.

Key concepts of personal safety will also be identified and explained, along with proven techniques designed to help staff safely manage and de-escalate difficult interactions. Participants will gain practical strategies that can be immediately applied in healthcare settings to improve communication, reduce risk, and enhance overall workplace safety.

The webinar will also emphasize the importance of practicing learned techniques and conducting both formal and informal debriefings following real-life incidents. Reviewing actual encounters helps organizations strengthen preparedness, improve staff confidence, and develop more effective responses to future situations.

Additional discussion will focus on the growing challenge of workplace violence in healthcare and the importance of building a proactive prevention culture. Attendees will learn how preparation, situational awareness, and communication can significantly reduce the likelihood of incidents escalating into violence.

The session will further explore the role of leadership support, staff training, and coordinated response protocols in creating a safer environment for employees, patients, and visitors alike. Real-world examples and industry best practices will be reviewed to help participants better understand common triggers, behavioral warning signs, and effective intervention strategies.

By attending this webinar, healthcare professionals will gain valuable insights into recognizing early warning indicators, maintaining personal safety, applying verbal de-escalation techniques, and responding more confidently during challenging interactions in today’s healthcare environment.

• Understanding the depth of the problem and the contributing factors. 
• Identification of the behaviors that may lead to disruptive or violent behavior. 
• Understanding the “Other” 
• How to approach individuals safely using concepts of proxemics to minimize aggression. 
• Beginning the discussion. 
• How eye contact and voice control can significantly reduce a negative outcome. 
• Incorporating Planning, Practicing and Debriefing into the process improvement of the program. 
• Understanding the importance of situational awareness in healthcare settings. 
• Learning practical verbal de-escalation techniques for front-line staff. 
• Recognizing early warning signs of escalating behavior.
• Understanding personal safety principles during confrontational situations.
• Learning strategies to improve staff confidence during difficult interactions.
• Reviewing techniques to reduce tension and improve communication.
• Understanding the role of teamwork in violence prevention efforts.
• Applying real-world best practices for workplace violence prevention.

• Background 
• Approaching Individuals of Concern 
• Proxemics 
• The Importance of Voice Control 
• Planning and Practicing 
• Debriefing (Formally and Informally) for Process Improvement 
• Behavioral Warning Signs 
• Situational Awareness 
• Personal Safety Techniques 
• Verbal De-escalation Strategies 
• Body Language and Non-Verbal Communication 
• Managing Escalating Situations 
• Communication During High-Stress Encounters 
• Workplace Violence Prevention Best Practices 
• Building a Safer Healthcare Environment
• Live Q&A Sessions

• Hospital/Clinic Leadership 
• Front-Line Employees (Admissions, Registration) 
• Security Personnel 
• Training Staff 
• Risk Managers 
• Emergency Department Staff 
• Patient Access Representatives 
• Nursing Supervisors 
• Healthcare Administrators 
• Human Resources Professionals 
•  Behavioral Health Staff 
•  Safety and Compliance Officers 
•  Patient Experience Teams 
•  Clinical Operations Managers 
•  Healthcare Quality Improvement Professionals 
•  Case Managers and Care Coordinators 
•  Occupational Health and Safety Teams 
•  Medical Office Managers 
•  Crisis Response Team Members 
•  Healthcare Support Staff
  

Mike Cummings, CPP is a 50-year veteran of the private security industry, including the last 37 years dedicated to the healthcare sector. He led the security program for the largest healthcare provider in Wisconsin for more than 30 years before launching his healthcare security consulting firm in January 2018, where he continues to serve as Principal Consultant.

Mike has held the Certified Protection Professional (CPP) designation—board certification in security management—since 1987. He earned his Bachelor of Arts from Marquette University and a Master of Arts in Business and Organizational Security Management from Webster University.

He has been an active member of ASIS International since 1976 and the International Association for Healthcare Security and Safety (IAHSS) since 1985, serving in numerous volunteer leadership roles within both organizations.