Defusing Angry Patients at the Front Desk

Includes a Live Web Event on 05/15/2024 at 1:00 PM (CDT)


Defusing Angry Patients at the Front Desk

The healthcare profession is experiencing a growing and alarming trend in workplace violence. This 90-minute webinar will discuss strategies and tactics for defusing a situation without harm. Participants will learn about proxemics in the workplace and how to use space and distance to safely communicate. Participants will hone their verbal skills – including rate, volume and tone – and will learn options for resolution while setting non-negotiable boundaries. The importance of planning, practice and debrief to improve outcomes will be stressed. The webinar will end with a discussion of the major components of an effective workplace violence prevention program. These elements include senior leader support; sound policies, procedures and practices; implementing a multidisciplinary threat assessment team; communicating with staff regularly; and the role of data collection and analysis in program improvement.

Learning Objectives

At the conclusion of this program, participants should be able to:

  1. Describe the dynamics and underlying factors contributing to an increase in healthcare violence.  
  2. Recognize the role that proxemics play in safely approaching and interacting with an angry persona.  
  3. Apply the verbal “do’s and don’ts” relative to use of verbal skills when dealing with angry patients.  
  4. Demonstrate how to negotiate for a win-win while setting non-negotiables.  
  5. Employ skills in dealing with these inevitable situations.

Cancellation Policy: Registrants will receive a full refund up until the day before the event. No refund will be given for cancellation on the day of or after the event.

Mike Cummings, CPP

Mike Cummings has worked in the security field since 1973, serving 30 years as the Senior Vice President of Security and Loss Prevention for Aurora Health Care in Milwaukee, Wis. Cummings has been a member of ASIS International since 1978 and opened his own security consulting firm, Cummings Security Consulting, LLC, in 2017. Additionally, he is a senior member of the International Association for Healthcare Security and Safety, currently serving on its Council of Guidelines. He also serves on the advisory committee for the Waukesha County Technical College criminal justice program and has lectured on security topics at the local and national levels. He has been published in Security Management, the Journal of Healthcare Protection Management and the Security Business Practice Reference. He is a contributing author to Security Management, 2nd Edition.

Disclosures: No relevant financial relationships were disclosed.

Continuing Education Provider Approval
The American Association of Oral and Maxillofacial Surgeons is an ADA CERP Recognized Provider.

ADA CERP is a service of the American Dental Association to assist dental professionals in identifying quality providers of continuing dental education.

ADA CERP does not approve or endorse individual courses or instructors, nor does it imply acceptance of credit hours by boards of dentistry.

The American Association of Oral and Maxillofacial Surgeons designates this activity for 1.5 continuing education credit(s).

AGD - Accepted Program Provider
Provider ID# 214680


Faculty and Planner Disclosure
AAOMS Webinar: Defusing Angry Patients at the Front Desk
05/15/2024 at 1:00 PM (CDT)  |  90 minutes
05/15/2024 at 1:00 PM (CDT)  |  90 minutes
Post-Quiz - NTU
3 Questions  |  Unlimited attempts  |  2/3 points to pass
3 Questions  |  Unlimited attempts  |  2/3 points to pass
11 Questions
1.50 CDE credits  |  Certificate available
1.50 CDE credits  |  Certificate available