Program Overview: 

Healthcare professionals and staff occasionally encounter angry patients and/or their family members.  In recent years, the frequency of these encounters appears to be increasing.  This program offers insight into the factors that may contribute to these escalating behaviors.  It also provides strategies for remaining calm, communicating clearly, and de-escalating hostile behavior when it occurs.  Additionally, participants will benefit from the tips and strategies offered for developing an office-wide response plan and managing negative online reviews.

Learning Objectives: 

• Understand human behavior and stressors
• Identify methods for improving communication between providers/staff and patients/families
• Recognize potential escalation triggers
• List strategies for de-escalating disruptive behavior
• Develop an office-wide plan for managing angry patients/families