Defusing Angry Patients at Your Front Desk
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Event Details
Dealing with angry or upset patients can be one of the most stressful aspects of working at the front desk. This session will explore the dynamics of identifying angry or potentially violent patients and visitors in healthcare settings. It will cover the key warning signs and factors that contribute to escalating aggression, while emphasizing the importance of early recognition and intervention. Participants will learn practical strategies to de-escalate tense situations, including the role of proxemics, active listening, problem-solving, and teamwork. By understanding these critical elements, caregivers will be equipped to take proactive measures that minimize the risk of violence and foster a calm, safe environment, ensuring the best possible outcomes for all parties involved.
With 33 years of security leadership experience, Mike Cummings has established a reputation as a dedicated professional committed to best practices and continuous improvement in the security field. Specializing in healthcare security and workplace violence prevention, Mr. Cummings has played a pivotal role in helping organizations design, implement, and refine robust security programs.
Throughout their career, Mr. Cummings successfully expanded security operations to support the rapid growth of Aurora Health Care, which became the largest healthcare system in Wisconsin, growing from three to 15 hospitals. Additionally, they have demonstrated exceptional leadership on the global stage, having served as the International President and Chairman of the Board for ASIS International, the world’s pre-eminent professional security association.
Recognized as a thought leader and pace-setter in the field, Mr. Cummings was named one of the 25 Most Influential People in Security (14th) by Security Magazine in 2009 and consistently ranked in the Top 500 Security Programs, including a remarkable position as high as 4th in the Hospital/Medical Center category. His expertise extends to developing workplace violence prevention programs across various industries, and he has provided expert testimony in numerous legal proceedings, including depositions and trials.